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
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 behalfblank page after login
blank page after logging into my email account Thanks youWriterTh
After every space Writer goes to capital letters mode in my Android tablet. The cap mode stays till the second letter is typed in the word then it comes to normal mode.Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer
I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks veryI have already created some Bots, Commands, and Widgets in Cliq, but I am still not seeing the “Create Extension” option in my account. Could you please help me enable or access this option?
Infinite loop of account verification
Hi I can't do anything on my zoho account. I always get this message Hi Sheriffo Ceesay As a security measure, you need to link your phone number with this account and verify it to proceed further. When ever I supply the details, it displays that the number is associated with another account. I don't have any other account on zoho so this is really annoying.How we cut CRM updates from ~20 minutes down to 2, our real workflow
Updating the Zoho CRM after every call used to be one of the biggest time sucks for our team. By the time you write your notes, clean them up, fill in the fields, and log everything properly… you’ve easily lost 15–20 minutes per call. We started experimentingProblem in Zoho POS frontend ERP.
We are facing some difficulties in our billing and inventory processes and require your support to resolve them at the earliest. Customer Advance Payments We receive advance payments from customers for upcoming sales. Please guide us on how to recordArattai App Features Update
1. Offline Messaging & Sync Enable users to compose messages without internet and deliver them automatically via peer-to-peer methods (Bluetooth/WiFi Direct) when nearby users are available. This would be a game-changer for rural India with unreliableZoho Books Sandbox environment
Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need aHow to add Product Add-Ons, Mandatory Forms, and Auto-Save Address in Zoho Commerce
Hi all, I need help setting up several behaviors in Zoho Commerce. I can’t find the correct configuration options, so I want to confirm whether these are supported or if there is a workaround. 1. Product-Specific Add-Ons (Example: GWB Subscription) WhenRequest for Auto PO - Min–Max based Automated Purchase Feature
Dear Zoho POS Team, I’m writing to request a feature enhancement that would significantly streamline inventory management for businesses using Zoho POS — particularly supermarkets, FMCG retail, and multi-store operations like ours. Feature Requested:Zohomail
Im trying to setup email address zohoPROBLEMA
Salve, non riesco a inviare email, e mi esce una tabela errore temporaneo. come posso risolvere il problema ?Forever FREE Business Email with Zoho Mail
Forever FREE Business Email with Zoho Mail: is it available?Weekly Tips : Make collaboration effortless with Whiteboard in Zoho Mail
Working with your team often means switching between emails, notes, and other applications just to explain an idea. Maybe you are trying to sketch a layout, plan a workflow, or quickly brainstorm ideas—with text alone, things can get confusing. So howFormula field number of days between 2 dates
Hi, I want to have a formula field which calculates the following: IF EndDate < TODAY and Oproep is true (this is a checkbox field) than EndDate - StartDate, otherwise TODAY - StartDate It should calculate the number of days How can I write this forNext Page