Automation#27: Retain Ticket Owner on Moved Tickets
Hello Everyone!
This week, we present to you a custom function that retains the ticket owner when a ticket is moved from one department to another.
Here’s more to help you understand the custom function:
At Zylker Techfix, Alex, the Support Engineer manages customer interactions when gadgets are submitted for servicing. Alex creates a ticket for each device and ensures customers feel supported. However, when a device requires advanced troubleshooting, the ticket is transferred to the Technical Engineering department. By default, this transfer often changes the ticket owner or leaves it unassigned, causing Alex to lose visibility and leaving customers feeling disconnected.
To solve this, Zylker Techfix used this custom function that retains Alex as the ticket owner during inter-department transfers. This allows Alex to stay updated, connect with customers, and provide timely updates while the Technical Engineers focus on resolving the issue. With this solution, Zylker Techfix ensures seamless collaboration and a better customer experience, maintaining trust and delivering quick resolutions.
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 Disable the toggle for User Credentials of Login User.
1.6 Under Scope, choose the below scope values:
Desk.tickets.READDesk.tickets.UPDATE
1.7 Click Create and Connect.
1.8 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 Create.
8. Click Next.
9. In the Criteria section, add criteria if required. 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:
- deskUrl = "https://desk.zoho.com"; //Edit the domain based on your DC
- getTicketHistory = invokeurl
- [
url :deskUrl + "/api/v1/tickets/" + ticketID + "/History?limit=50"
type :GET
connection:"deskconnection"- ];
- ticketHistory = getTicketHistory.get("data");
- info ticketHistory;
- prevTicketOwner = "";
- i = 0;
- for each history in ticketHistory
- {
if(history.get("eventName").equalsIgnoreCase("TicketUpdated"))
{
historychanges = history.get("eventInfo");
for each hchanges in historychanges
{
if(hchanges.get("propertyName").equalsIgnoreCase("Department"))
{
i = i + 1;
}
if(hchanges.get("propertyName").equalsIgnoreCase("Case Owner"))
{
if(hchanges.get("propertyValue").containKey("previousValue"))- {
- prevTicketOwner = hchanges.get("propertyValue").get("previousValue").get("id");
i = i + 1;
}
}
}
info prevTicketOwner;
}
if(i == 2)
{
break;
}- }
- jsonString = {"assigneeId":prevTicketOwner};
- updateTicket = invokeurl
- [
url :deskUrl + "/api/v1/tickets/" + ticketID
type :PATCH
parameters:jsonString + ""
connection:"deskconnection"- ];
- info updateTicket;
NOTE
In Line 2, Replace ".com" with the domain extension based on your Data Center.
14. Click Save to save the custom function.
15. Click Save again to save the workflow.
Additional Note
1. The Ticket Owner will be retained only if the agent is part of the department.
2. Set up the workflow rule in all departments where tickets may be moved, ensuring the owner stays the same and the function works as intended.
This custom function streamlines workflows and enhances collaboration, ensuring a seamless customer experience. By keeping the original ticket owner, it helps to deliver efficient, customer-focused service every step of the way.
Until next time,
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
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
AI feature in Zoho Desk suggesting answers based on past ticket threads
Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.Advanced Customization of the Help Center using JavaScript
Hello everyone, The Help Center in Zoho Desk can be customized by using HTML and CSS to provide structure and enhance the page's appearance—but what if you want to add interactive and dynamic elements? You can add these effects with JavaScript, a programmingIntroducing Zoho POS for the Kingdom of Saudi Arabia
Hey everyone, We are excited to kick-start December with a completely personalized edition of POS for retail businesses in Saudi Arabia to help run your operations with ease. It offers four different subscription plans—Free, Standard, Professional, andUnveiling Zoho Sites 2.0 - A new dimension in website building
Dear Zoho Sites Users, We are thrilled to announce the launch of Zoho Sites 2.0 today! This refresh represents a significant step forward in the capabilities of Zoho Sites and is crucial for creating a lasting and positive impact on our customers' businesses.Script Editor not an option
I am trying to apply a script to a sheet and Script Editor is not an option. I don't want to go outside Sheets to do this (like Creator) if it can be done inside Sheets.Not able to link email text.
Kindly check Zoho Sites. I am unable to turn a text into a email link. The save button does not work. Kindly try yourself to see it not responding to save.Migrate data from old to new account
Hy, Have one Old Zoho Notebook Account with Data , want to migrate that whole Data to New Zoho Notebook Account which is in Zoho One . Is that possible ? If Yes then how?Zoho Analytics Regex Support
When can we expect full regex support in Zoho Analytics SQL such as REGEXP_REPLACE? Sometimes I need to clean the data and using regex functions is the easiest way to achieve this.Add Custom Reports To Dashboard or Home Tab
Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! ChadPricing Strategies: #1 Nuances in Pricing
When Clara first opened her digital printing shop, pricing was simple. She sold handmade greeting cards, planners, business cards, and other physical items at fixed label prices, individually and in bulk. One SKU, one price, one bill, and that's all it[Free Webinar] Learning Table Series – Education Management in Zoho Creator
Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,Move attachments from one module to another with Deluge
I have created a button that works just like the convert button for my custom modules. I would like this custom function to move any attachments in this record to the new module. I can't seem to find any documentation on how this can be accomplished.Help in function code
Hi, could someone look at the code below and tell me what 's wrong with it? After a deal creation or edition the code should find the related Account, than all open Deals for that Account and copy the field Total_Open_Deals from the Account record toAutomation Series: Auto-update Phase Status
Hello Folks! You can auto-update your phase's status based on status of underlying tasks using custom functions. In this series, we will showcase how to create and run custom functions, using Deluge, with ease. Follow the steps below and automate yourhow to add subform over sigma in the CRM
my new module don't have any subform available any way to add this from sigma or from the crmZoho Projects - Project Details on the Project Menu
Hi Project's team, I've helped may businesses setup and use Zoho Project and one thing I see time and time again is confusion on where to find the Project Details information. I would be much more intuitive if Project Details was on the menu before Dashboard.Zoho Projects - Add Feed to Project Tabs
Hi Projects Team, I'm working on a lightweight communications requirement for one of my customers in relation to communicating with their client users via Zoho Projects. I noticed that the Feed is only available in the Collaboration section, but you canFlow - Fetch info from drop down in another module
I am running into a road block which I thought would be a simple task. My goal - The account is assigned to a "route" which can be selected from a drop down menu and adds a tag to the account accordingly (easy enough). Now when I create a task for thisShow unsubscribed contacts ?
Hello, I would like to display the unsubscribed contacts. Unfortunately, I do not have this subscription type as described in the documentation (https://help.zoho.com/portal/en/kb/marketing-automation-2-0/user-guide/contacts/contact-management/articles/subscription-type-24-1-2024#Subscription_Type_field.)Zoho Developer Community Hackathon 2025 is LIVE!
Hey developers! It’s that time of the year again — the Zoho Developer Community Hackathon 2025 is officially open for registrations! If you’ve been waiting for a chance to stretch your skills, try something new, or finally bring that idea to life, thisConverted Leads Not Showing in Lead Reports
Converted leads are not showing in the Lead reports. How can I make converted leads visible in the report,Text widgets in dashboards
Having a text widget in a dashboard would help immensely. It would allow adding links to related documents, relevant CRM views, etc. It would allow adding explanations of the data displayed in the other widgets, about how to interpret them or about filtering.[Webinar] Zoho Writer for content creators and publishing houses
Managing multiple drafts, edits, and client reviews doesn't have to slow you down. Join our upcoming webinar to see how Zoho Writer helps content creators and publishing houses create, edit, and publish seamlessly—all in one place. You'll learn how to:Adding Reports to Portals
Is there a way to add Reports to portals so only the user can see report templates relevant to them?How to assign one Manual to multiple Spaces?
Hello, I have two spaces, one called tech knowledge and the other one called HR knowledge. I have a manual that is called HR tech. I want to assign this manual to HR knowledge and tech knowledge. How should I do that?How can I assign courses to Spaces?
How can I make courses show up here in this space?:When will Zoho Learn be able to support SCORM files on the mobile app?
When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I willAnnouncing new features in Trident for Windows (v.1.35.6.0)
Hello Community! Trident for Windows just got better with an update that makes working with your emails even more efficient. Let’s dive into what’s new! Work with PST files more efficiently. You can now do more than just view mounted PST files. You canMarketing Tip #9: Track your traffic sources
Not all marketing channels work equally well. Knowing whether your visitors come from Google, Instagram, or email helps you focus on what actually drives sales. Try this today: Check your Zoho Commerce reports or connect Zoho PageSense to see your topGoogle Analytics import data inaccurate (as of October 11, 2025)
We have Zoho Analytics connected to GA4 to import daily event data. This has been running without issue for a couple of years. However, a month ago we started noticing discrepancies. All data until October 10 lines up perfectly - October 11 onward isE-Invoicing in Belgium with Zoho Billing
Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. Invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing worksZoho Recruit Slow and Freezing on all screens
We have had an issue with Zoho Recruit for weeks being extremely slow and at times freezing. We have 100 mega internet, and I went into each computer and updated the virtual memory so there is more available. Also restarted all computers daily. Still having the issues. Almost unable to work.Prevent accidental duplicate entry of Customer Ordersome
Zoho Support has confirmed that Zoho currently does not have any method (using Deluge, flow or any other method) to alert a user when a sales order has been entered twice using the same customer reference number (i.e. a duplicate). Most ERP platformsZoho Books | Product updates | November 2025
Hello users, We’ve rolled out new features and enhancements in Zoho Books. From translating email notification templates to the new transaction locking restrictions, explore the updates designed to enhance your bookkeeping experience. Making Tax DigitalInsert Image into Notebook page
Prior to today, I could add images to my notebook pages. Today when I tried to do this I got an error message that said something like, "There's been a problem on our end. Try again later." So, I've tried all the ways I know how, but I can't insert an【開催報告】名古屋 ユーザー交流会 Vol.2 2025/11/21 Zoho Analytics / Inventory で実現する在庫の"未来予測"
ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 11/21(金)に名古屋 ユーザー交流会 を開催しました。 本投稿では、当日実施したセッションの様子及び投影資料をお届けします。 会場にて参加できなかった皆さまも、ぜひご参照ください。 （Zoho 社員セッションの登壇資料については、11/28(金)開催の東京回の開催報告で共有いたします） 今年2回目の開催となる名古屋 ユーザー交流会では、株式会社エンツナクリエイト 野末さんによる Zoho Analytics / InventoryIs there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?
Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This wouldImproved RingCentral Integration
We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.Edit Pinned Comments in Zoho Desk
It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.Updating Secondary Contact (CCs)
We use Zoho Forms to capture the user request and integrated with Zoho Desk to raise tickets. Active Microsoft login is captured in our Zoho forms and registered as Primary contact in Zoho desk ticket. We also an have an option to raise ticket on behalfNext Page