Automation#25: Move Tickets to Unassigned When the Owner Is Offline
Hello Everyone,
Welcome to this week's Community Series!
'Tis the holiday season—a time when work often takes a brief pause.
The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period, ticket owners are frequently offline at work.
Amid the holiday hustle and bustle, customers continued responding to tickets. Unfortunately, tickets assigned to agents on leave went unnoticed, as they were not listed under unassigned requests.
Zylker Techfix needed a solution to ensure such tickets were reassigned to "Unassigned," preventing any customer requests from being overlooked. This is where a custom function came to the rescue, just in time!
Here’s how you can use this custom function to move tickets automatically to "Unassigned" when the ticket owner is offline and a customer replies. Follow these steps to implement the custom function within a workflow rule.
Prerequisites
1. Create a connection
1.1 Go to Setup(S) and choose Connections under Developer Space.
1.2 Click Create Connection.
1.3 Select Zoho OAuth under Default Connection.
1.4 Set the connection name as deskconnection.
1.5 Under Scope, choose the below scope values:
Desk.settings.READDesk.basic.READDesk.tickets.UPDATEDesk.tickets.READ
1.6 Click Create and Connect.
1.7 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 Customer Reply.
8. Click Next.
9. In the Criteria section, select Ticket Owner is not empty. click Next.
10. In the Actions section, click the + icon and select New next to Custom Functions.
12. Enter a Name and Description for the custom function.
13. In the script window, insert the Custom Function given below:
- // ----<<<< User Inputs >>>>----
- // --- Replace ".com" with appropriate domain extension based on customer's location/DC ---
- deskURL = "https://desk.zoho.com";
- //Replace your Current Configured Department Id
- departmentId = "DEPARTMENT_ID";
- // ----<<<< Initial Configs >>>>----
- logs = Map();
- onlineAgentsId = List();
- //---------------------------
- try
- {
- // ---- start your logic from here ----
- getTicketInfo = invokeUrl
- [
- url : deskURL + "/api/v1/tickets/" + ticketId
- type : GET
- connection : "deskconnection"
- ];
- logs.insert("getTicketInfo":getTicketInfo);
- assigneeId = getTicketInfo.get("assigneeId");
- onlineAgentsInfo = invokeUrl
- [
- url : deskURL + "/api/v1/onlineAgents?departmentId="+departmentId+"&limit=100"
- type : GET
- connection : "deskconnection"
- ];
- logs.insert("onlineAgentsInfo":onlineAgentsInfo);
- if ( onlineAgentsInfo != null && onlineAgentsInfo != "" && onlineAgentsInfo.get("data").size() > 0 )
- {
- for each agentInfo in onlineAgentsInfo.get("data")
- {
- onlineAgentsId.add(agentInfo.get("agentId"));
- }
- }
- logs.insert("onlineAgentsId":onlineAgentsId);
- if (!onlineAgentsId.contains(assigneeId.toString()))
- {
- ticketUpdate = invokeUrl
- [
- url : deskURL + "/api/v1/tickets/" + ticketId
- type : PATCH
- parameters : {"assigneeId":""}+""
- connection : "deskconnection"
- ];
- logs.insert("ticketUpdate":ticketUpdate);
- }
- }
- catch (errorInfo)
- {
- logs.insert("errorInfo":errorInfo);
- }
- info "logs: \n" + logs;
- if(logs.containKey("errorInfo"))
- {
- throws "Error happen in the CF execution";
- }
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 5, add the departmentId of the department where you want to configure this custom function.
How to fetch the DepartmentId?
To find the departmentId, navigate to Setup (S) >> Organization >> Departments.
Select the department where you want to configure the custom function. Copy the numerical ID at the end of the URL from the address bar.
Select the department where you want to configure the custom function. Copy the numerical ID at the end of the URL from the address bar.
14. Click Edit Arguments and include the argument mapping as below:
14.1 In the Name field, type ticketId and select Ticket Id under the Tickets Section.
15. Click Done.
16. Click Save to save the custom function.
17. Click Save again to save the workflow.
Our Community Series is here to provide practical tips and solutions. If you have any questions or suggestions, feel free to reach out to us at support@zohodesk.com—we’d love to hear from you!
Wishing you a joyful and productive holiday season.
Until next time,
Best Wishes,
Lydia | Zoho Desk
Access your files securely from anywhere
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
Amelia
Shivani | Zoho Desk
Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics whichRegister 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 featuresAsk the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow isShare 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.Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep 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
ERROR_CODE :554, ERROR_CODE :rejected due to spam
Please verify bounce message: This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. xxx@thalesesec.com Error, ERROR_CODE :554, ERROR_CODECan't verify domain with AWS Route53
I have a domain successfully transferred to AWS Route53 from NameCheap. When I try to CNAME or TXT Records as suggested, they are added in AWS console however zohomail does not verify them. For the TXT record zohomail says the value is wrong, whereasSent emails not going and showing "Processing"
Hello Team, Could you please assist with sent emails showing "processing" and not actually going through? Many thanks and regards, CycologyLinkedIn verification link and otp not receiving
For the last 2 to 3 weeks I'm trying to verify my LinkedIn account to access my company's LinkedIn page, Linkedin is sending verification links and codes to this email address but I have not received any codes or links. Please help me here. Looking forwardAdmin Control for Default Email Templates in Zoho Desk
Hi Zoho Desk Team, We would like to request a feature enhancement related to default email templates. Currently, agents can select and set their own default email templates when replying to tickets. However, we believe this setting should be managed centrallyUnlocking New Horizons: A Year in Review
As we bid farewell to 2024, let's celebrate and revisit the key highlights of the year. From adding a new edition to cross-platform enhancements, here’s a roundup of all the feature updates designed to simplify accounting, optimize financial management,Zoho desk desktop application
does zoho desk has a destop applicaion?send file to ftp or another external service
i'v created a zoho creator application for take a picture and rename it by phone. Now i need to send Each renamed pictures to my ftp or to specific folder on google drive...then, delete it from creator. (every picture recived it will processed by another program and stored on my Erp) HOW CAN I DO ??Error 403: Forbidden When Updating Email Signature via API
Hi Zoho Desk team, First, congratulations again on the excellent Zoho API. But, I’m encountering an issue while attempting to update an email signature via the API. Whenever I make a request to update the signature, the response returns an HTTP 403 ForbiddenHas anyone built a ticket export that allows Help Center users to export the tickets shown in the My Area list they are looking at?
Hi, We are moving to Zoho Desk soon. Our current support system displays an option in our help center allowing customers to export their Open, Closed, or all tickets based on which list they are looking at. We need to offer the same in Zoho Desk helpMass pdfs into OCR field
I am working on a Creator app that my org will use internally. Is there any way to mass upload pfs through a form with an OCR file upload field? Is Creator capable of this, or would I need to use Catalyst?How to upload a file to form file upload field from deluge script.
Hi guys, I need to store API response into Form File upload field . I'm not getting any errors but PDF file is not assigned to file upload field. You can check possibilities using below details: Method: POST URL: https://v2.convertapi.com/convert/web/to/pdf?Secret=<<SecretKey>>&Token=<<APIKey>>&Url=https://www.google.com You need to generate secretKey and APIKey by Login to https://www.convertapi.com/a/su Response: { "ConversionCost": 4, "Files": { "FileName": "www_google_com.pdf", "FileSize": 68342,Export view via deluge.
Hi, Is it possible to export a view (as a spreadsheet) via deluge? I would like to be able to export a view as a spreadsheet when a user clicks a button. ThanksSubform Time field showing as null in script.
Good Afternoon everyone. I am trying to take the information from my subform and populate it into a multiline field in the CRM. The code below works with no errors. The problem is, it shows that the Open and Close (Time fields) are null. But they areZoho Payroll's Year in Review 2024
As we roll into 2025, we'd like to pay tribute to all the milestones we hit in 2024! From releasing out new features that streamlined your workflows to updates that made payroll management smoother, we’ve had a prolific year—all while keeping you, ourIs there a way to sort report on record template by a specific field like date field
Hi, Is it possible to sort the report on the record template by the date field and not the default Added Time. Please check the example bellow: The records are sorting by the added time I wand to change that by the date field,Shared subfolders
Am I right in thinking that there is no Zoho email application that allows me to create a shared inbox and then add additional folders/subfolders under that inbox? If so, this is really quite incredible and probably a deal breaker for us to start usingUpdate Multi select field values to another form table as individual record
Hi, I am new to coding and do basics within deluge. I need help with the deluge script to meet the following requirement. Form Student Attendance The fields are : Attendance Date Course (Lookup to Course Form) Class (Lookup to Class Form) Students (MultiShared Mailbox - Mark as read for all users
Hi all, Maybe someone can help me out. At the moment we have a shared mailbox without streams. When a users reads an mail or marks it as read other users will not see this. How can we resolve this? We now archive the mails when read and followed up. HoweverAllocate emails to user in a shared mailbox
Hi, This might be obvious, but I cannot find the answer. I have 3 shared mailboxes so any team member can see the emails. Is there a way of allocating a specific email to a user so that it is their responsibility to deal with it? Thanks in advance.How to view shared mailbox in Outlook
How to view shared mailbox in Outlook or in another softwareSearch mails in shared mailbox
Hi everyone, is there a way to search mails in shared mailbox's? Search in streams or mail doesn't return anything from mails in shared mailboxes. Thanks! RafalCustomising the approval email
Is there anyway to customise the Approval email or to add further fields as the default looks so basic and unlike any of the other email notifications from Desk. My users just thought it was spam.Pushing GCLID info from Gravity Forms to ZohoCRM
We are switching to Gravity Forms from Zoho Forms and I cannot find any good info on how to make sure my GCLID tracking info is pushed through to the CRM through my new forms. There was an article in the documentation about placing something within theIssue Configuring SSO Integration with Cognito in Zoho Help Center
Dear Zoho Support Team, We have been working on configuring SSO integration for our Zoho Help Center using Amazon Cognito. While the setup appears to be completed successfully, we are encountering an issue when attempting to access the Help Center. TheNeed manual aggregate column pathing help
See linked video here: https://workdrive.zohoexternal.com/external/a5bef0f0889c18a02f722e59399979c604ce0660a1caf50b5fdc61d92166b3e7Merging contacts does fail because of help center membership
I'm trying to merge two contact records (they are the same contact) where one of them is a member on the help center. The system warns me about this situation and then I de-activate this contact as an "End User" for the help center. Right now the systemDuplicate Contacts - how to get merge or delete
I have noticed that our list of contacts in Zoho Desk duplicates contacts periodically. I have yet to identify when or why. How do I merge or delete them? I see there is a "Deduplicate" but I am unable to find anything that explains this feature.Admin Access to Direct Messages in Zoho Cliq
Hi Zoho Cliq Team, We would like to request a feature enhancement to enable admin access to one-on-one conversations (direct messages) conducted through Zoho Cliq. Use Case: As administrators, there are situations where it becomes essential to access"Mark as Spam" not working as expected
Dear support, in the below scenario, clicking on "Mark as spam" identifies only the first of the checked emails as spam, removes that email from the visible list and leaves the rest of the list still visible & unchecked. I've tried check-marking themMassive price increase for user licenses of Zoho Portal
This actually a complaint about this announcement: https://help.zoho.com/portal/en/community/topic/free-user-licenses-across-all-portal-user-types You present this as an enhancement. And, yes, while reading the main part, I'd agree that (for smaller companies),Elevating Email Security on Zoho Desk: DKIM Now Mandatory
Hello Zoho Desk Users! It has been a wonderful journey with you on Zoho Desk. As we welcome 2025, we are strengthening our efforts to ensure a secure and seamless experience for you. To enhance email security, DKIM configuration will be mandatory forCalendar - "super compact" week view
every time i go to my calendar i have to re-engage the "super-compact view" for the week view...is there a way to make "super-compact" a default view so I dont have to keep on setting it manually?Calendar - "pop up" locations
One of the attractive features of google calendar and outlook calendar is that locations for events will start to automatically populate the location drop down menu as you type. Adding this feature to zoho calendar would be the final feature i need.Using Zia in Zoho Sheet data to research the internet and return answer to a cell in Zoho Sheet
I'm trying to see if Zia (connected with OpenAI key) can take data parameters stored in a Zoho Sheet to conduct research out on the internet then return an answer into the same Sheet. I'm trying to do the equivalent of using something like the =AI() function[Free Webinar] Learning Table Series - Creator for the Education Industry
Hello Everyone! We're thrilled to invite you to the Learning Table Series—a year-long initiative to demonstrate how Zoho Creator can transform industries with innovative and automated solutions. Each month focuses on a specific industry, and this time,Remove the [## XXXX ###] from subject replies
For our organisation we would like to have the [## XXXX ###] removed from subject replies. Cheers, Jurgen 365VitaalWerkenSelf Client Authorization Issue
Hi. Trying to test the api integration for Zoho Desk with the Self Client - Client Credintials flow method. I've created the self client, obtained the client id and secret, inputted "Desk.tickets.ALL" as my scope, and "ZohoDesk.[My Zoho Desk Org ID]"Recurring Events Not Appearing in "My Events" and therefore not syncing with Google Apps
We use the Google Sync functionality for our events, and it appears to have been working fine except: I've created a set of recurring events that I noticed were missing from my Google Apps calendar. Upon further research, it appears this is occurringHow Can I Easily Access and Manage My GEPCO Online Bill Using Zoho Sheets?
Hello everyone, I'm looking for an efficient way to access and manage my GEPCO online bills. I've heard that Zoho Sheets can be a powerful tool for organizing and tracking bills, but I'm not sure how to set it up for this specific purpose. Does anyoneNext Page