Automation #3 - Auto-sync email attachments to tickets

This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk.

Most of our customers use email as their primary channel for customer support. Keeping that in mind we ensured Zoho Desk's multi-channel capability allowed for every email received in your inbox to be automatically converted into tickets in Zoho Desk. But for some time now, we have been receiving question on how to convert email attachments into ticket attachments within Zoho Desk. This process, which is mostly achieved manually now by many customers, can be automated using a simple script.

This automation involves two components: a custom function and a workflow rule. We will first start by creating the custom function and then set up the rules to execute the function.

To create the custom function, perform the following steps:

Go to Setup > Workflows under Automation
In the left panel under Workflows click Custom Functions
Click New Custom Function > Write your own
Give a name to your custom function
Add a description
In the Deluge field, add the following script:
ORGID = "64*********6";
getTicketThread = invokeurl
[
url :"https://desk.zoho.com/api/v1/tickets/" + ticketID + "/latestThread"
type :GET
connection:"zohosupport"
];
dir = getTicketThread.get("direction");
info "Direction " + dir;
if(dir == "in")
{
prefix = "customer_";
}
else
{
prefix = "agent_";
}
listAttachments = getTicketThread.get("attachments");
for each attach in listAttachments
{
attachmentURL = attach.get("href");
filename = prefix + attach.get("name");
getAttachment = invokeurl
[
url :attachmentURL
type :GET
connection:"zohosupport"
];
if(getAttachment != null)
{
if(isText(getAttachment))
{
getAttachment = getAttachment.toFile(filename);
}
//info getAttachment;
param = Map();
param.put(filename,getAttachment);
getAttachment.setParamName("file");
uploadResponse = invokeurl
[
url :"https://desk.zoho.com/api/v1/tickets/" + ticketID + "/attachments"
type :POST
parameters:param
connection:"zohosupport"
];
//info uploadResponse;
}
}
Note: The ORGID and AuthToken has to be replaced with your own IDs. You can get Auth token from Setup > developer space > api > browser mode
Argument Mapping > Name: ticketID & Value: Ticket Id
Click Save.

To create the workflow rule, perform the following steps:

Go to Setup, and under Automation, click Workflows.
On the left panel, under Workflows, click Rules > Create Rule
In the Basic Information section, perform the following steps:
In the Module drop-down menu, select Tickets.
Enter a name and description for the rule.
If you want to activate the rule right away, select the Active checkbox. Else, you can just create the rule now and activate it later on the Rules page.
Click Next.
In the Execute on section, perform the following steps:
Select the Create checkbox to execute this rule every time a new ticket is created.
Select the Customer Reply checkbox to execute this rule every time a customer replies to a ticket with some attachment.
Click Next.
You can keep the Criteria section blank for this rule, or add based on your requirement.
In the Actions section, perform the following steps:
Click the + icon and select Existing link next to Custom Functions. A list of all the Custom Functions that you have created will be displayed.
Select the one that you created earlier
Click Save

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