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.
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 select Ticket Id under the Tickets Section.
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 Save to save the custom function.
15. 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
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
Amelia
Shivani | Zoho Desk
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
Zoho Survey reminder settings are extremely confusing
Hi, I just want to set 3 reminders, one week apart from the first email out. Your form is too confusing and I don't understand. Can you simplify and be more specific regarding the language used on the form ?Add deluge function to shorten URLs
Zoho Social contains a nice feature to shorten URLs using zurl.co. It would be really helpful to have similar functionality in a Deluge call please, either as an inbuilt function or a standard integration. My Creator app sends an email with a personalisedform data load issue when saving as duplicate record is made
Hello. I have a form with a lookup when a value is selected the data from the corresponding record is filled into all of the fields in the form. But the form is loaded in such a state that if any value is changed it will take all of the values pre loadedRecurring Tasks and Reminders in Projects
Recurring tasks are tasks that are created once, and then recreated automatically after a designated time period. For example, the invoice for your billable tasks is due every week. You can set that task to recreate itself every week. Also, the futureUnable to remove the “Automatically Assigned” territory from existing records
Hello Zoho Community Team, We are currently using Territory Management in Zoho CRM and have encountered an issue with automatically assigned territories on Account records. Once any account is created the territory is assigned automatically, the AutomaticallyGoogle Fonts Integration in Pagesense Popup Editor
Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google FontsImproved Contact Sync flow in Google Integration with Zoho CRM
Hello Everyone, Your contact sync in Google integration just got revamped! We have redesigned the sync process to give users more control over what data flows into Google and ensure that this data flows effortlessly between Zoho CRM and Google. With thisImproved Functionality PO Bill SO Invoice
Hello, I need to enter over 100 items, it's frustrating to scroll a few item rows and wait for more to load, then scroll again. It would be nice to have buttons that scroll to the top or bottom with one click. Furthermore, these items I'm adding are VATWishes for 2026
Hello, and a happy new year 2026! Let's hope it's better for everyone. I'd like to share some thoughts on Zoho One and what could be useful in the short, medium, and long term. Some things are already there, but not applied to Zoho One. Others seem likeHow to Integrate Zoho Books with Xero (No Native Connection Available)
Hi everyone, I’m currently facing an issue with integrating Zoho Books invoices with Xero, as I’ve noticed Zoho does not provide a native integration with Xero at this time. I would like to ask: What are the common or recommended solutions for syncingHow to install Widget in inventory module
Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?error while listing mails
I can't access email in any of my folders: Oops, an error occurred - retry produces the second error response: error while listing mails (cannot parse null string). I've signed in and out of Zoho, restarted my iMac.Unlocking New Levels: Zoho Payroll's Journey in 2025
Every year brings its own set of challenges and opportunities to rethink how payroll works across regulations and teams. In 2025, Zoho Payroll continued to evolve with one clear focus: giving businesses more flexibility, clarity, and control as they grow.MCP no longer works with Claude
Anyone else notice Zoho MCP no longer works with Claude? I'm unable to turn this on in the claude chat. When I try to toggle it on, it just does nothing at all. I've tried in incognito, new browsers, etc. - nothing seems to work.Ability to Edit YouTube Video Title, Description & Thumbnail After Publishing
Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that enables users to edit YouTube video details after the video has already been published. Your team confirmed that while Zoho Social currently allows editing theFree Webinar : Unlock AI driven business insights with Zoho Inventory + Zoho Analytics
Are you tired of switching between apps and exporting data to build customized reports? Say hello to smarter & streamlined insights! Join us for this exclusive webinar where we explore the power of the Zoho Inventory–Zoho Analytics integration. LearnCritical Issue: Tickets Opened for Zoho Support via the Zoho Help Portal Were Not Processed
Hi everyone, We want to bring to your attention a serious issue we’ve experienced with the Zoho support Help Portal. For more than a week, tickets submitted directly via the Help Portal were not being handled at all. At the same time no alert was postedHide/Show Subform Fields On User Input
Hello, Are there any future updates in Hide/Show Subform Fields "On User Input"?Cloning Item With Images Or The Option With Images
Hello, when I clone an item, I expect the images to carry over to the cloned item, however this is not the case in Inventory. Please make it possible for the images to get cloned or at least can we get a pop up asking if we want to clone the images asCustom validation in CRM schema
Validation rules in CRM layouts work nicely, good docs by @Kiran Karthik P https://help.zoho.com/portal/en/kb/crm/customize-crm-account/validation-rules/articles/create-validation-rules I'd prefer validating data input 'closer to the schema'Adding Default Module Image into mail merge field
As with most people finding their way to these forums i have a specific requirement that doesn't seem to be supported by Zoho I have created 2 custom modules to suit my purpose 1 is an inventory type module that lists aluminium extrusions, and all relevantIs it possible to roll up all Contact emails to the Account view?
Is there a way to track all emails associated with an Account in one single view? Currently, email history is visible when opening an individual Contact record. However, since multiple Contacts are often associated with a single Account, it would be beneficialFree Training - Explore What’s New in Zoho One 2025
Greetings! We hope you have all had a chance by now to get hands-on with the new features and updates released as part of ZO25. Yes, we understand that you may have questions and feedback. To ensure you gain a comprehensive understanding of these updates,Good news! Calendar in Zoho CRM gets a face lift
Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activitiesQuick way to add a field in Chat Window
I want to add Company Field in chat window to lessen the irrelevant users in sending chat and set them in mind that we are dealing with companies. I request that it will be as easy as possible like just ticking it then typing the label then connectingHow to create a two way Sync with CRM Contacts Module?
Newbie creator here (but not to Zoho CRM). I want to create an app that operates on a sub-set of CRM Contacts - only those with a specific tag. I want the app records to mirror the tagged contacts in CRM. I would like it to update when the Creator appZoho Sheet for Desktop
Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?Develop and publish a Zoho Recruit extension on the marketplace
Hi, I'd like to develop a new extension for Zoho Recruit. I've started to use Zoho Developers creating a Zoho CRM extension. But when I try to create a new extension here https://sigma.zoho.com/workspace/testtesttestest/apps/new I d'ont see the option of Zoho Recruit (only CRM, Desk, Projects...). I do see extensions for Zoho Recruit in the marketplace. How would I go about to create one if the option is not available in sigma ? Cheers, Rémi.How to import data from PDF into Zoho Sheet
I am looking to import Consolidated Account Statement (https://www.camsonline.com/Investors/Statements/Consolidated-Account-Statement) into zoho sheet. Any help is appreciated. The pdf is received as attachment in the email, this document is passwordZoho Projects Android app: Integration with Microsoft Intune
Hello everyone! We’re excited to announce that Zoho Projects now integrates with Microsoft Intune, enabling enhanced security and enterprise app management. We have now added support for Microsoft Intune Mobile Application Management (MAM) policies throughCant't update custom field when custom field is external lookup in Zoho Books
Hello I use that : po = zoho.books.updateRecord("purchaseorders",XXXX,purchaseorder_id,updateCustomFieldseMap,"el_books_connection"); c_f_Map2 = Map(); c_f_Map2.put("label","EL ORDER ID"); c_f_Map2.put("value",el_order_id); c_f_List.add(c_f_Map2); updateCustomFieldseMapAbout Zoneminder (CCTV) and Zoho People
Hi team I would like to implement a CCTV service for our branches, with the aim of passively detecting both the entry and exit of personnel enrolled in Zoho Peeple, but my question is: It is possible to integrate Zoho People with Zoneminder, I understandCreate CRM Deal from Books Quote and Auto Update Deal Stage
I want to set up an automation where, whenever a Quote is created in Zoho Books, a Deal is automatically created in Zoho CRM with the Quote amount, customer details, and some custom fields from Zoho Books. Additionally, when the Sales Order is convertedHow to show branch instead of org name on invoice template?
Not sure why invoices are showing the org name not the branch name? I can insert the branch name using the ${ORGANIZATION.BRANCHNAME} placeholder, but then it isn't bold text anymore. Any other ideas?Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account
Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?Kaizen #223 - File Manager in CRM Widget Using ZRC Methods
Hello, CRM Wizards! Here is what we are improving this week with Kaizen. we will explore the new ZRC (Zoho Request Client) introduced in Widget SDK v1.5, and learn how to use it to build a Related List Widget that integrates with Zoho WorkDrive. It helpsSet connection link name from variable in invokeurl
Hi, guys. How to set in parameter "connection" a variable, instead of a string. connectionLinkName = manager.get('connectionLinkName').toString(); response = invokeurl [ url :"https://www.googleapis.com/calendar/v3/freeBusy" type :POST parameters:requestParams.toString()Possible to connect Zoho CRM's Sandbox with Zoho Creator's Sandbox?
We are making some big changes on our CRM so we are testing it out in CRM's Sandbox. We also have a Zoho Creator app that we need to test. Is it possible to connect Zoho CRM's Sandbox to Zoho Creator's Sandbox so that I can perform those tests?I Need Help Verifying Ownership of My Zoho Help Desk on Google Search Console
I added my Zoho desk portal to Google Search Console, but since i do not have access to the html code of my theme, i could not verify ownership of my portal on Google search console. I want you to help me place the html code given to me from Google searchTimeline Tracker
Hi Team, I am currently using Zoho Creator – Blueprint Workflows, and I would like to know if there is a way to track a timeline of the approval process within a Blueprint. Specifically, I am looking for details such as: Who submitted the record Who clickedNext Page