Automation#22 Track Ticket Duration at Specific Status
Hello Everyone!
Welcome back to the Community Learning Series! Today, we explore how Zylker Techfix, a gadget servicing firm, boosted productivity by tracking the time spent at a particular ticket status in Zoho Desk.
Zylker Techfix customized Zoho Desk’s ticket statuses to align with their servicing process. Here’s their workflow: when a gadget was submitted for service, the ticket entered “Open” status. After an initial examination, it moved to “Service” status, mapped to the “Hold” type while repairs were underway. Once repairs were complete, the ticket progressed to “Billing” and then to “Closed” after payment and delivery. To improve operations, Zylker Techfix wanted to know how long tickets stayed in “Service” status, giving them insights into potential delays and resource use. With a custom function, they tracked this time in a custom field, then used it to generate reports that highlighted areas for process improvement.
With this custom function, you can gain a clear view of your support timeline, identify bottlenecks, and serve clients more efficiently. Let’s dive into how you can implement this custom function to refine your own operations and drive productivity forward.
Prerequisites
1. Create a Custom Field
To track ticket duration at a StatusName (call it In progress) mapped to the Status Type On Hold,
1.1 Go to Setup (S) >> Customization >> Layouts and Fields.
Select Tickets under Layouts and the Department in which you would like to track the ticket duration.
1.2 Create a custom single line field in the Tickets layout of the respective department.
1.2.1 Click on the layout, add a single line field with a label StatusTime.
You can label the field with your preferred name.
1.3 Note the API names for the the single line field to insert into the custom function.
To find the API name, Click on the Gear wheel icon of the single line field.
Click on Edit Properties, you will find the API Name under the Edit Field. Refer to Create Custom Fields.
2. Create a connection
2.1 Go to Setup(S) and choose Connections under Developer Space.
2.2 Click Create Connection.
2.3 Select Zoho OAuth under Default Connection.
2.4 Set the connection name as deskconnection.
2.5 Under Scope, choose the below scope values:
Desk.tickets.READ
Desk.tickets.UPDATE
2.6 Click Create and Connect.
2.7 Click Connect and click Accept.
Connection is created successfully.
Create a Workflow Rule
1. Go to Setup, choose Workflows under Automation.
2. Under Workflows, click Rules >> Create Rule.
In the Basic Information section,
3. Select Tickets from the drop-down menu under Module.
4. Enter a Rule Name and Description for the rule.
5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.
6. Click Next.
In the Execute on section, follow these steps:
7. Select Field Update, Choose Status.
8. Click Next.
9. Leave the Criteria section blank and click Next. (Add a criteria if you require it.)
10. In the Actions section, click the + icon and select New next to Custom Functions.
11. Enter a Name and Description for the custom function.
12. Under Argument Mapping, give a desired Method Name. Map the arguments as below:
12.1 In the Argument Name field, type ticketId and from the Value drop-down list, select Ticket Id under the Tickets Section.
13. In the script window, insert the Custom Function given below:
- ///----<<<< User Inputs >>>>----
- deskURL = "https://desk.zoho.com";
- //Replace with your custom domain
- //Replace your Custom Field API Name to Update Desired Type Status Duration Ex: Open
- durationApiName = "cf_status_name";
- // ex: "cf_open_time"
- //Replace your Desired Status Type Name Ex: Open
- statusType = "On Hold";
- // Open or On Hold or Closed
- //Replace the Status Name
- statusName = "In Progress";
- // Ex: In Progress, Waiting for Reply, etc
- // ----<<<< Initial Configs >>>>----
- logs = Map();
- logs.insert("ticketId":ticketId);
- openHoursToUpdate = 0;
- openMinutesToUpdate = 0;
- onHoldHoursToUpdate = 0;
- onHoldMinutesToUpdate = 0;
- //---------------------------
- try
- {
- // ---- start your logic from here ----
- ticketStatusLifeCycleInfo = invokeurl
- [
- url :deskURL + "/api/v1/tickets/" + ticketId + "/statusLifeCycle"
- type :GET
- connection:"deskconnection"
- ];
- logs.insert("ticketStatusLifeCycleInfo":ticketStatusLifeCycleInfo);
- if(ticketStatusLifeCycleInfo != null && ticketStatusLifeCycleInfo.containsKey("statusLifeCycle") && ticketStatusLifeCycleInfo.get("statusLifeCycle").size() > 0)
- {
- for each statusInfo in ticketStatusLifeCycleInfo.get("statusLifeCycle")
- {
- statusType = statusInfo.get("statusType");
- statusName = statusInfo.get("status");
- if(statusType == statusType && statusName == statusName)
- {
- statusDuration = statusInfo.get("duration");
- if(statusDuration != null && statusDuration != "")
- {
- statusDuration = statusDuration.replaceAll(" hrs","");
- durationCollection = statusDuration.toCollection(":");
- hourDuration = durationCollection.get(0);
- minuteDuration = durationCollection.get(1);
- openHoursToUpdate = openHoursToUpdate + hourDuration.toNumber();
- openMinutesToUpdate = openMinutesToUpdate + minuteDuration.toNumber();
- }
- }
- }
- openHoursToUpdate = (openMinutesToUpdate / 60).toNumber() + openHoursToUpdate;
- openMinutesToUpdate = openMinutesToUpdate % 60;
- logs.insert("openHoursToUpdate":openHoursToUpdate);
- logs.insert("openMinutesToUpdate":openMinutesToUpdate);
- ticketUpdateParams = Map();
- ticketUpdateParams.insert("cf":{durationApiName:openHoursToUpdate + ":" + openMinutesToUpdate});
- logs.insert("ticketUpdateParams":ticketUpdateParams);
- ticketUpdate = invokeurl
- [
- url :deskURL + "/api/v1/tickets/" + ticketId
- type :PUT
- parameters:ticketUpdateParams + ""
- connection:"deskconnection"
- ];
- logs.insert("ticketUpdate":ticketUpdate);
- }
- }
- catch (errorInfo)
- {
- logs.insert("errorInfo":errorInfo);
- }
- info "logs: \n" + logs;
- logs.insert("errorInfo":errorInfo);
- info "logs: \n" + logs;
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 5, add the API name of the custom field created within the Tickets layout.
c. In Line 8 and line 11, enter the status type and status name.
14. Click Save to save the custom function.
15. Click Save again to save the workflow.
Creating Ticket Tracking Reports
You can generate Reports under Analytics to view the time duration of your tickets in one go.
Go to the Analytics module >> Choose Reports >> Add Report >> Select Tickets module and Time Entry under Related modules. Refer to Create Custom Report
Let us know how this custom helps improve your ticketing process.
Until next week,
Warm regards,
Lydia | Zoho Desk
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Lydia | Zoho Desk
Mohd Hayzee
Shivani | Zoho Desk
admin
Sticky Posts
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.Welcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined hereWebinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
How to list emails in a folder, e.g. Inbox, on multiple pages when using Zoho mail webpage?
Something as shown in the figure. There are totally 50 emails in Sent folder. If "Mail per page" equals 20, then the Sent folder is split into 3 pages. When I wander through Sent folder, I can just select a specific page to jump to. BTW, it seems thatZoho Calendar soft bounce on @hotmail.com and @yahoo.com email addresses
Hello, our Zoho calendar recently does not send the calendar invites to emails with hotmail and yahoo domains and comes back with a "soft bounce". other domains like Gmail works fine. Also sending "email" to the same emails to the above domains work wellIMAP Server not responding.
Trying to connect a phone via IMAP and getting "imap.zoho.com not responding." Is the server down, for maintenance or otherwise? I've tried this on two different devices and got the same error on both.ERROR CODE :512 - 5.4.4 DNS error:NXDOMAIN.
Suddenly we cant send mail, we are getting this error for all outbound mail to multiple domains.New in Cadences: WhatsApp follow-ups, upgraded limits, and options for add-ons
Hello everyone, We're rolling out two key updates to help you engage better and scale smarter with Cadences in Zoho CRM. Reach customers on WhatsApp, directly from Cadences Previously, Cadences have enabled you to automate follow-ups through emails, calls,Can Zoho Flows repeat Actions more than once?
I'm attempting to make an intentional Zoho Flow loop using the below layout. However, when "WithinLimit" condition is met, the program fails to execute the action "Get & Add Request Co..." again. Is this by design? Is Zoho Flows unable to repeat actionsUnveiling Cadences: Redefining CRM interactions with automated sequential follow-ups
Last modified on 01/04/2024: Cadences is now available for all Zoho CRM users in all data centres (DCs). Note that it was previously an early access feature, available only upon request, and was also known as Cadences Studio. As of April 1, 2024, it'scustomer data security
We are exploring ways to enhance our within Zoho CRM. Our Goal: We want to fully integrate RingCentral with Zoho CRM to enable click-to-call functionality for our sales team. However, to comply with data privacy regulations and protect customer contactZoho Cliq not working on airplanes
Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantlySync CRM inventory data with Zoho Books
I just switched everything over to ZoHo books, but I am trying to find out why the CRM Estimates, Invoices, and Sales Orders created in ZoHo CRM are not then duplicated in ZoHo Books? I had Quickbooks before, and had to do everything twice, I thoughtmask Customer phone number and agents cant see customer phone number
Is there any way we can integrate Zoom Phone with Zoho CRM while ensuring that customer phone numbers remain masked? We need a solution where agents can make outbound calls but cannot see customer phone numbers. Please let us know if there is any solutionPresenting ABM for Zoho CRM: Expand and retain your customers with precision
Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often deliversEmail Reminders on Shared Calendars
How do we turn off the setting that emails reminders to everyone who has accepted or declined a calendar invite? If 8 of us have been invited to the same meeting, we receive 8 notifications for every step of the process, from invitation to decision.Default Sorting on Related Lists
Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'createdadditional accounts
If I brought 5 emails to my account. Can I later buy additional emails.WebDAV / FTP / SFTP protocols for syncing
I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful if you implemented standard protocols such as WebDAV / FTP / SFTP so that alternative inc clients can be used.What's New in Zoho Inventory | Q2 2025
Hello Customers, The second quarter have been exciting months for Zoho Inventory! We’ve introduced impactful new features and enhancements to help you manage inventory operations with even greater precision and control. While we have many more excitingHow to refresh a ticket view ?
I am doing a widget where I send a rest api call to make a new draft to the ticket I am viewing. The issue is sometimes it refresh a ticket view and I can see inserted draft right away, but sometimes I do not see it even if it is inserted correctly andUgh! - Text Box (Single Line) Not Enough - Text Box (Multi-line) Unavailable in PDF!
I provide services, I do not sell items. In each estimate I send I provide a customized job description. A two or three sentence summary of the job to be performed. I need to be able to include this job description on each estimate I send as it's a criticalSupervisor Rules - Zoho Desk
Hi, I have set up a Supervisor Rule in Zoho Desk to send an email alert when a ticket has been on hold for 48 hours. Is there a way to change it so that the alert only sends once and not on an hourly basis? Thank you LauraResponseCode 421, 4.7.0 [TSS04] Messages from 136.143.188.51 temporarily deferred due to user complaints
Had email bounce. Let me know if you can fix this. Thanks. MichaelZoho Canvas - Custom templates for related lists
Hi, I see that the example pages load always one of our related lists in a custom template, but I dont know how to work with that: 1) How can i make my own custom templates for related lists? 2) Where and how can i check out existing custom templates?Automation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceNew Zoho triggers Google Dangerous flag due toabnormal charcters
Just signed up and doing my first email test. I sent it to my google email account but it got flagged as Dangerous" due abnormal characters. My DNS setup looks ok. Page snips attached Help Please Thanks, Rick DC PowerWorldTop Bar Shifting issue still not fixed yet
I mentioned in a previous ticket that on Android, the top bar shifts up when you view collections or when you're in the settings. That issue still hasn't been fixed yet. I don't wanna have to reinstall the app as I've noticed for some reason, reinstallingTriggering Zoho Flow on Workdrive File Label
Right now Im trying to have a zoho flow trigger on the labeling/classification of a file in a folder. Looking at the trigger options they arent great for something like this. File event occurred is probably the most applicable, but the events it has arentIs there a way to set Document Owner/Sender via the API
When sending requests for zoho sign, it would seem zoho uses the id of the person that created the zoho api cred to determine the owner_id, is there a way to set a default for this?SendMail to multiple recipients
Hi, I'm trying to send an email to a list of recipients. Right now the "to" field is directed to a string variable. (List variables won't work here). In the string variable, how can I make it work? trying "user@app.com;user2@app.com" or "user@app.com; user2@app.com" just failed to send the emails. RavidPopulate drop down field from another form's subform
Hello, I found how to do that, but not in case of a subform. I have a Product form that has a subform for unit and prices. A product might have more than one unit. For example, the product "Brocoli" can be sold in unit at 3$ or in box of 10 at 25 $. BothUsar o Inventory ou módulo customizado no CRM para Gestão de Estoque ?
Minha maior dor hoje em usar o zoho é a gestão do meu estoque. Sou uma empresa de varejo e essa gestão é fundamental pra mim. Obviamente preciso que esse estoque seja visível no CRM, Inicialmente fiz através de módulos personalizados no próprio Zoho CRM,Signup forms behaviour : Same email & multiple submissions
My use case is that I have a signup form (FormA) that I use in several places on my website, with a hidden field so I can see where the contact has been made from. I also have a couple of other signup forms (FormB and FormC) that slight differences. Allgetting error in project users api
Hello, I'm getting a "Given URL is wrong" error when trying to use the Zoho Projects V3 API endpoint for adding users to a project. The URL I'm using is https://projectsapi.zoho.com/api/v3/portal/{portalid}/projects/{projectid}/projectusers/ and it'sChange total display format in weekly time logs
Hi! Would it be possible to display the total of the value entered in the weekly time log in the same format that the user input? This could be an option in the general settings -> display daily timesheet total in XX.XX format or XX:XX.Different Company Name for billing & shipping address
We are using Zoho Books & Inventory for our Logistics and started to realize soon, that Zoho is not offering a dedicated field for a shipping address company name .. when we are creating carrier shipping labels, the Billing Address company name gets alwaysHow to display historical ticket information of the total time spent in each status
Hi All, Hoping someone can help me, as I am new to Zoho Analytics, and I am a little stuck. I am looking to create a bar chart that looks back over tickets raised in the previous month and displays how much time was spent in each status (With Customer,Zoho Projects iOS app update: Global Web Tabs support
Hello everyone! In the latest version(v3.10.10) of the Zoho Projects app update, we have brought in support for Global Web Tabs. You can now access the web tabs across all the projects from the Home module of the app. Please update the app to the latestZoho Community Weekend Maintenance: 13–15 Sep 2025
Hi everyone, We wanted to give you a heads-up that Zoho Community will undergo scheduled maintenance this weekend. During this period, some community features will be temporarily unavailable, while others will be in read-only mode. Maintenance Window:Agent Performance Report
From data to decisions: A deep dive into ticketing system reports An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performanceShow both Vendor and Customers in contact statement
Dear Sir, some companies like us working with companies as Vendor and Customers too !!! it mean we send invoice and also receive bill from them , so we need our all amount in one place , but in contact statement , is separate it as Vendor and Customer,URL validation
We use an internal intranet site which has a short DNS name which Zoho CRM will not accept. When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.Next Page