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 connection and a workflow rule. We will first start by creating the connection and then set up the workflow rules to execute the custom function.
To create the connection, perform the following steps:
-
Go to Setup > Connections under Developer Space
-
Click "Create Connection"
-
Select "Zoho OAuth" under "Default Connection"
-
Give the connection name as "ticketattachment"
- Under Scope below values
Desk.tickets.READ
Desk.tickets.UPDATE -
Click "Create and Connect"
-
Click "Connect" and click "Accept"
Connection is created successfully.
To create workflow rule and associate custom function, 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, carry out 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.
NOTE: If you would like to fetch all the attachment sent out and received in tickets, select "Customer Reply" and "Agent Response" -
Click Next, skip the "Criteria" and Click Next.
-
In the Actions section, carry out the following steps:
-
Click the + icon under "Action" and select "New" next to Custom Functions
-
Enter a name and description for the custom function.
-
In the script window, input the Custom Function you find below:
-
//Replace your zoho desk URL accordingly
-
getTicketThread = invokeurl
-
[
-
url :deskDomain + "/api/v1/tickets/" + ticketID + "/latestThread"
-
type :GET
-
connection:"ticketattachment"
-
];
-
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:"ticketattachment"
-
];
-
if(getAttachment != null)
-
{
-
if(isText(getAttachment))
-
{
-
getAttachment = getAttachment.toFile(filename);
-
}
-
//info getAttachment;
-
param = Map();
-
param.put(filename,getAttachment);
-
getAttachment.setParamName("file");
-
uploadResponse = invokeurl
-
[
-
url :deskDomain + "/api/v1/tickets/" + ticketID + "/attachments"
-
type :POST
-
parameters:param
-
headers: {"Content-Type":"multipart/form-data"}
-
connection:"ticketattachment"
-
];
-
info uploadResponse;
-
}
-
}
-
Click Edit Arguments
-
In the Name field type TicketID, and from the Value drop-down list select Ticket Id under Ticket Information.
-
Click "Save" to save the custom function
-
Click "Save" again to save the workflow.
This should help you fetch attachments from incoming or outgoing response of a ticket and update them under tickets attachments tab.
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
Chinmayee Mishra
Mike Karaffa
Ash | Zoho Desk
Hugues
Jake Ashton
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 can I see the actual copy sent to the specific contact?
I have setup a journey in Marketing Automation and created addition of contact in a specific list as the trigger, emails are sending to the contacts, but I can't see the actual copy sent to any specific contact in the list. Please guide me, where canClient Script for Task Module
When do we expect the client script for the tasks module?Assistance Required: Report Export to Excel and WorkDrive Upload via Deluge
I'm working on automating a scheduled workflow in Zoho Creator that needs to run weekly. The goal is to: Export a report from Zoho Creator in Excel (.xls or .xlsx) format, and Upload the exported file to a specific folder in Zoho WorkDrive using a DelugeAutomating Employee Birthday Notifications in Zoho Cliq
Have you ever missed a birthday and felt like the office Grinch? Fear not, the Cliq Developer Platform has got your back! With Zoho Cliq's Schedulers, you can be the office party-cipant who never forgets a single cake, balloon, or awkward rendition ofEmpowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM
Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individualsProduct and Service
Hi guys, there is a difference between layout of product and service if Long Description field have some kind of text. Please see screenshot 1 for Service here: https://prnt.sc/7xWwPKd29nWP for Product here: https://prnt.sc/LGmtVd_U6H7q As you can seeCreate Project while winning potentials - Projects v3 api updated code
Hi all, I've been using the built in function to create a project while a deal is closed won and noticed it had some missing fields when trying to reference the zoho projects v3 api documentation. Specifically the project group had some issues when addingFormula Fields inside of Blueprint Transitions
We would like to have formula fields inside of blueprint transitions. We type in currency fields and would like to see the result inside of a formula field. Our use case: Send out a price for XY 1. Filling out cost fields 2. See gross profitAdd a block or widget to Zoho Sites that allows users to create an interactive contact card with contact buttons (email, LinkedIn, website, etc)
The proposed feature consists of a pre-designed, customizable block that displays a person's contact information (e.g., a speaker, sales representative, or independent professional) and offers quick access to: Email (icon with mailto: link) LinkedIn profileUnveiling 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'sZOHOBOOK Sales_QUOTE: To Add Discount At Each Line Item Table
Hi, Our quote need to display with discount at each line item level as well. Try to edit template, >CUSTOMISE>EDIT TEMPLATE> Table, I can see template view with discount column, but when hit SAVE the template, view in PDF the discount column not shown.inventory based on bills and not physical stock
Hello, I have noticed a very annoying issue with zoho books/inventory. I use composite items. If I have an sub assembly item on back order, I am unable to make up the composite item, even when I have received the goods and it is in my stock. I have to convert the PO into a BILL in order for the item to show as 'Accounting Stock'. The problem is that the supplier Invoice is not shipped with the goods, but can follow even a week later. So I have to make the bill have a 'dummy name and number' untilUsing Zoho Inventory for managing Item compatibilities
Use case: Using Zoho Inventory for managing (as an example) aftermarket car parts, where a single part can suit many makes, models and years. How do most businesses assign and manage compatibility for each part? Do ZI users typically do this using multi-selectQuoting Subscriptions with one Time costs
Hello all, We sell a subscription SaaS service for which we provide one-time services for implementation and customization. Using CRM quotes i was able to create customized total fields to show the total one-time costs, monthly cost, total subscriptionUnable to enter manual journal entries in AR/AP.
Hi there, i am facing some problem relating to AR/AP. I want to make some entries in AR/AP through manual journal. for example. some time I send cash 500 to Mr. A (Customer) for any purpose and then after 2 or 3 days Mr. A returned back 700 to me andQuestions regarding WorkDrive
Here are my questions regarding WorkDrive: Does WorkDrive have a limit on the number of downloads? What will happen if a file is downloaded excessively? Does WorkDrive have any restrictions on download speeds? Are there any limitations on downloadingHow to record tips from customers
I run a cleaning service business and on occasion customers include a tip with their check payment. How can I record the amount paid for service and the tip separately? Any amount over the invoice is looked at as an overpayment and suggest a credit noteMulti-currencies in Zoho Books
I'd like to request multiple currencies in Zoho Books. I have customers paying in USD, CAD, CNY. I need to bill customers in these currencies too. I can set up a base currency, and then set up a exchange-rate table to convert these currencies.Trigger for Validation Rules
Currently in Zoho CRM we can set a trigger for workflows, blueprints etc in a custom deluge function But Validation Rules are missing For example if I run a custom function to update a record, it bypasses the validation rules It would be really beneficialI want refund of Zoho standard subscription on WEB payment
Hi, Kindly help to refund the WEB payment made on 13/07/2025 for Zoho standard annual subscription. I didn't find the software useful for my project. RegardsIs Conditional display of field(s) possible in a Canvas Customer Portal?
Is Conditional display of field(s) possible in a Canvas Customer Portal? How?How do I set users up to only send emails using org emails?
We run marketing campaigns for multiple clients and strictly send emails using the official organization addresses provided by each client. However, we've encountered several instances where users unintentionally send emails from their own company accounts—aPick List Issues
I have created a pick list that looks at a table in a sheet, it selects the column I want fine. Various issues have come along. The option to sort the pick list is simplistic, only allows an ascending alphabetical sort. Bad luck if you want it descending.Automate Backups
This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.Client Script Quality of Life Improvements #1
Since I'm doing quite a bit of client scripting, I wanted to advise the Zoho Dev teams about some items I have found in client script that could be improved upon. A lot of these are minor, but I feel are important none-the-less. Show Error on SubformView Linked Subscription on Invoice list
When looking at the list of invoices in billing is it possible to see the subscription that an invoice is for. This would allow you to see if it's a subscription a customer is behind on, or they simply haven't paid a one time invoice.Recording Credit Card Fees when Recording Payment for Bills
It seems I am unable to record credit card fees when paying a bill. I pay close to 100% of my bills with a company credit card via online portals. I'm happy for the CC fess to be recorded as Bank Charges but it will not allow that field to be used ifWorkerly/Zoho One Pricing
Hi What is the pricing model that is suppose to be as a Zoho One user? If i use the services of a freelancers or temp workers (Sometimes for a few hours a week/month), I need to purchase a zoho one license for each of them as well as workerly licencClient Script | Update - Introducing Subform Events and Actions
Are you making the most of your subforms in Zoho CRM? Do you wish you could automate subform interactions and enhance user experience effortlessly? What if you had Client APIs and events specifically designed for subforms? We are thrilled to introduceDKIM
I have my DKIM in Titan, which is another email service provider. I get this notification on my portal. What shall I do? ( Improve the deliverability of emails sent from Zoho Social by adding DKIM (DomainKeys Identified Mail) records to your DNS settings.Automatically Hide Unauthorized Sections from Agent Interface in Zoho Desk
Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the user experience for agents in Zoho Desk who do not have permission to access certain sections of the system. 🎯 Current Behavior At present, when an agentUpdate Lead Status in Zoho CRM When a Meeting is Booked via Microsoft Bookings
Hi everyone, I’m trying to streamline our lead management process and would like to automatically update the Lead Status in Zoho CRM whenever a meeting is booked through Microsoft Bookings. Has anyone successfully implemented this kind of integrationShow All Notes For A Single Record
I would like to be able to view a list of all Notes for a particular record. We can add several (unlimited) Notes for the Leads, Contacts, Accounts and Potentials records. The subject line and some of the note content for up to 10 notes is visible on the first page. You can select the arrow to view additional notes in the list. I would like a button next to the New Note button that says View All. This would bring up a printable list of all notes listed in descending order by Modified Time (newestZoholics Europe 2025: Build Smarter with the Zoho Creator Low-code Workshop!
Why should you attend? This year, Zoholics Europe 2025, Zoho’s official user conference, is your opportunity to connect directly with the teams behind the tools you use every day. Don’t miss one of the most requested sessions: dedicated, hands-on workshopAssigning multiple roles to a user in Creator
Hi I find we can assign only one role and permission to an user in creator. There is a requirement to assign multiple roles and corresponding permission to one user. Is there any solution or workaround for this? Refer the screenshot below【Zoho CRM】ウィザード機能のアップデート：セクション要素の追加
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。 今回は「Zoho CRM アップデート情報」の中から、ウィザード機能のアップデートをご紹介します。 ウィザード機能に新たに「セクション要素」が追加されました。 各ウィザード画面内で項目、テキスト、サブフォーム、ウィジェット要素などをより柔軟に整理できるようになりました。 セクション要素とは？ ウィザードの中で、関連する項目や要素をひとつの「サブエリア」 としてまとめられる新しい構成要素です。 セクション要素活用メリット 入力内容やプロセスによっては、より細かな構造や階層化が求められる場合があります。Edit PDFs from within your web app using Zoho Office Integrator
Hi users, We are excited to introduce PDF editing capabilities in Zoho Office Integrator. You can now open, edit, and collaborate on PDFs from within your web app—in addition to documents, spreadsheets, and presentations—and save them in your configuredZoho CRM Workflow and Function Backup Options
Hi everyone! I have been able to make several backups of my CRM data and noticed that the Workflows and Functions are not included in these backups. To my knowledge, there is no backup feature for workflows and functions, which is problematic in of itself.Default in fields on Form B based on the user selection in Form A
Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.How to turn off ability to share Knowledge-base article with social networks
Is there a way to deactivate the link at the bottom of a Knowledge-base article so that it can not be shared via Facebook or Twitter?Next Page