Automation#32:Auto Add New Portal Users to the Help Center User Groups
Hello Everyone,
Introducing a custom function that automates the process of adding new portal users to Help Center user groups, making user management effortless!
By default, Zoho Desk allows you to assign new portal users to groups manually. But with this custom function, the process is completely automated, ensuring seamless categorization.
Why User Groups?
Zylker Techfix was dedicated to helping customers through their Help Center. While they actively supported users, there was one challenge: everyone received the announcements, irrespective of their requirements.
Zylker Techfix wanted a smarter way to engage their users by sending targeted announcements based on individual interests, such as gadgets, office equipment, and operations.
To make this happen, they created user groups and assigned new users accordingly. But manually adding users to the right groups was time-consuming.
So, they automated the process! With a custom function, they streamlined operations, ensuring every new portal user was automatically assigned to the right Help Center user group. More relevance, better engagement, zero manual effort.
Let’s walk through the steps to incorporate this custom function into your workflow.
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 Desk under Default Services.
1.4 Set the connection name as zohodesk.
1.5 Disable the toggle for User Credentials of Login User.
1.6 Under Scope, choose the below scope values:
Desk.contacts.READDesk.contacts.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 Create Rule.
In the Basic Information section,
3. Select Contacts 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 Field Update. Select field isPortalUser.
8. Click Next.
9. In the Criteria section, add isPortalUser is and select the checkbox. 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. Choose Contacts under Module.
12. Under Argument Mapping, give a desired Method Name. Map the arguments as below:
12.1 In the Argument Name field, type contactId and select Contact ID under the Contacts Section.
13. In the script window, insert the Custom Function given below:
- // ---------------User inputs------------------------------------------
- deskUrl = "https://desk.zoho.com/api/v1/"; // replace based on user dc
- groupId = "<<GROUP ID>>"; // replace the group id in your desk portal
- //---------------------------------
- logs = Map();
- try
- {
- getContactStatus = invokeurl
- [
- url :deskUrl + "contacts/" + contactId + "/helpCenters"
- type :GET
- connection:"zohodesk"
- ];
- contactUserId = getContactStatus.get("data").get(0).get("userId");
- if(contactUserId != null)
- {
- addUserToGroup = invokeurl
- [
- url : deskUrl + "groups/" + groupId + "/users/add"
- type :POST
- parameters:"" + {"users":{{"id":contactUserId}}}
- headers:{"Content-Type":"application/json"}
- detailed:true
- connection:"zohodesk"
- ];
- info "addUserToGroup" + addUserToGroup;
- }
- }
- catch (errorInfo)
- {
- logs.insert("errorInfo":errorInfo);
- }
- info "logs: \n" + logs;
- if(logs.containKey("errorInfo"))
- {
- throws "Error happen in the CF execution";
- }
User Inputs
a. In Line 2, replace .com in the URL based on your DC.
b. In Line 3, enter the group ID to which you would like to add your new portal users. To access group ID, go to Setup >> Help Center >> Select the Department having your preferred User group >> choose User Groups on the left panel >> Select the user group >> The Id in the address bar is the required Group ID.
Note: Configure the Workflow for the contacts module in the respective department where you want to add portal users to be added to the User group.
14. Click Save to save the custom function.
15. Click Save again to save the workflow.
Share with us how this custom function helps you in your operations! Drop a comment below or reach out to us at support@zohodesk.com, we’re just an email away!
Meet you in the next post!
Regards,
Lydia | Zoho Desk
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
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
Aukua Systems, Inc.
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
Issue Connecting My Domain to Zoho Sites Despite Purchasing It from Zoho
Hello, I am facing an issue connecting my domain to my website on Zoho Sites. Details of the issue: I purchased the domain directly from Zoho. I am already using the same domain successfully with Zoho Mail. However, when I try to assign this domain toInsert auto number from main form into subform rows
Hello. I'm trying to take from my main form "order number" which i have setup as an auto generated number into every line created in my subform. So when a row is created in my subform i want the "order number " from the main form to be inserted automatically.Dark Mode - Font Colors Don't Work
When editing a document in Dark Mode and selecting font colors, they don't show up on screen. Viewing/editing the same document in Light Mode shows them just fine.Integrate Bunq with ZOHO Bookes
We are new users of ZOHO Books, and our bank (BUNQ, in the Netherlands) isn't listed on the bank integrations. Is there a way to handle this?Access Denied
I am iOS Developer and updating our clients project and shifted ZohoDeskPortalCore SDKs from cocoapods to SPM and changed few lines of code but now i am get access denied, the help center app is unavailable. please contact administrator.Using Zoho Desk to support ISMS process
Hi, I am evaluating using Zoho Desk for security incident management. This seems to be aligned with Zoho Desk purpose as its just another type of incident. However in security incident management, ideally I can link incidents (tickets) with a risk fromTaxJar vs Avalara
Hi, I'm evaluating adoption of a sales-tax service for US based business. Anyone else have experience with TaxJar and Zoho Books? I am a Zoho One subscriber so anticipate needing to use Flow to make this work. It seems like Avalara are simply too expensiveHow to check Leads with no Task (open activity)
Hi everyone, I was wondering if there’s a way to view leads that don’t have any tasks assigned or open activities linked to them.What can we do on our end to improve the Answer bot answers?
Hi, I'm using the Answer bot card in the Codeless bot builder. I've input several questions and their answers in the FAQ section to feed the Answer bot. The text is all in French, as this is the language our customers communicate in. I've tried testingHow to upload file to Connect using API?
Hi there. I looked at the API documentation and nowhere did it mention how to use the API method to upload a file even though it is mentioned that it is possible to be done so. Please help.Group Tax in Service Line Items
Hi FSM Team! I noticed that when you update a tax in the service line item the group tax is not showing up as an option. Let me know what can be done thank you!OAUTH_SCOPE_MISMATCH Error for Marketing Automation APIs with CRM Plus Account
I'm trying to integrate Marketing Automation journey triggering via API but getting OAUTH_SCOPE_MISMATCH errors. I need clarification on API access for CRM Plus users.Function #4: Schedule Customer Statements
Regularly sending statements to customers is an imperative part of many business processes as it helps foster strong customer relationships and provides timely guidance on payments. While you can generate the statement of accounts and have it sent overLimiting search or dependencies with an asterisk "*".
I have a form with several dependency fields with options still developing for each field. Since these options were developing and not yet ready to be a selection in the field, I placed a filter for the dropdown field. In this filter, I selected fieldsCross Data Center Support for 1:1 Chats with External Users
Hello Zoho Cliq Team, We hope you're doing well. We appreciate the recent enhancement that enables cross data center collaboration in external channels, which has already improved communication across distributed teams. However, we’ve noticed that thisHandling Greetings/Small Talk at the Beginning of a Zobot Conversation
Hello everyone, I’m currently configuring a **Zobot** in Zoho SalesIQ and everything is working as expected, except for one specific scenario at the very beginning of the conversation. My target audience has the habit of starting with a **greeting orRegex in Zoho Mail custom filters is not supported - but it works!
I recently asked Zoho for help using regex in Zoho Mail custom filters and was told it was NOT supported. This was surprising (and frustrating) as regex in Zoho Mail certainly works, although it does have some quirks* To encourage others, here are 3 regexImporting a new list into campaigns
I'm in the middle of switching my email platform to campaigns. I have a list that I want to import, and it overlaps with my existing Zoho CRM list. The fields in my Zoho CTM are more robust. Will this new list that I upload into my campaigns overwritewhen I email a invoice how can i see it was sent and also were i can go to see all emails sent
when I email a invoice how can i see it was sent and also were i can go to see all emails sent?How can I see content of system generated mails from zBooks?
System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.CRM Blueprint Notification by Cliq
Dear Zoho team, In Workflow, there is nofication by cliq, but in blueprint, there is no option as cliq notification. I think it is very convenient to get notified by Cliq , as there are multi modules in apps, but we will always check CliqsSync Contacts in iOS
What does the "Sync Contacts" feature in the iOS Zoho Mail app do?Live webinar: Craft the ideal sales pitch deck with Show
Every great sale starts with a great story. And your pitch deck? That’s where the story takes shape. But too often, these presentations end up looking generic, overloaded with text, or lacking structure. The good news is, it's easier to fix than you think!Project Statuses
Hi All, We have projects that sometimes may not make it through to completion. As such, they were being marked as "Cancelled". I noticed that these projects still show as "Active" though which seems counter intuitive. In fact, the only way I can get them👋 Welcome to the Zoho MCP Community
Hello all, glad to have you here! This is your space for everything AI agents, MCP tools, and intelligent business apps. This community is for you — developers, partners, creators, and businesses exploring how agents can transform work. Whether you’reDNS Manager
Where Can I find my DNS manager so I can link this to click funnels or AWEBERHow do I sync multiple Google calendars?
I'm brand new to Zoho and I figured out how to sync my business Google calendar but I would also like to sync my personal Google calendar. How can I do this so that, at the very least, when I have personal engagements like doctor's appointments, I canNeed to extract date from datetime field
I have a datetime field and need only the date part from it. I am unable to find a built-in function that would be <DateTime>.Date(). I don't think I want to go the string conversion route of converting the datetime to string and then parsing out values and create a date out of it. Any one out there has a better solution to this? Thanks in adavnce. Regards Moiz Tankiwala Smart Training & IT SolutionsNew in Cadences: WhatsApp follow-ups, upgraded limits, and options for add-ons
Hello everyone, We're rolling out two key updates to help you engage better and scale smarter with Cadences in Zoho CRM. Reach customers on WhatsApp, directly from Cadences Previously, Cadences have enabled you to automate follow-ups through emails, calls,additional accounts
If I brought 5 emails to my account. Can I later buy additional emails.Why I am unable to configure Zoho Voice with my Zoho CRM account?
I have installed Zoho Voice in my Zoho CRM, but as per the message there is some config needed in Zoho Voice interface. But when I click on the link given in the above message, I get an access denied page.Cliq Meeting Calls No Audio and Screen Share
When in a Cliq channel meeting, the audio does not work at all on pc. When i use my phone as audio source, screen share on pc does not work. I have updated audio drivers but the strangest thing is that during a 1 on 1 call, it works well. Therefore theWork anniversary and birthdays on connect
Hello, I like the idea of having employee's work anniversary and birthdays on the dashbaord. Do you have to have the employee complete this information themselves in connect settings, or does it pull from their directory settings? (ie. we use Zoho oneAlias Email Id already exists
Hi I'm trying to create an alias : contact @ yoavarielevy.co.il but i get the message Alias Email Id already exists I had an account with the same name but I deleted it. Can you help? Thanx YoavFeature Request: Ability to Set a Custom List View as Default for All Users
Dear Zoho CRM Support Team, We would like to request a new feature in Zoho CRM regarding List Views. Currently, each user has to manually select or favorite a custom list view in order to make it their default. However, as administrators, we would likeAdding Multiple Products (Package) to a Quote
I've searched the forums and found several people asking this question, but never found an answer. Is ti possible to add multiple products to a quote at once, like a package deal? This seems like a very basic function of a CRM that does quotes but I can'twebinar registration confirmation are landing in SPMA folders
I am trialing zoho webinar and do not have access to custom domains. When I test user registrations, they are working but the resulting confirmation email is landing in a spam folder. How can I avoid this?Multiple organizations under Zoho One
Hello. I have a long and complicated question. I have a Zoho One account and want to set it up to serve the needs of 6 organizations under the same company. Some of the Zoho One users need to be able to work in more than 1 organization’s CRM and otherUnbundle feature for composite items
We receive composite items from our vendors and sell them either individually or create other composite items out of them. So, there is a lot of bundling and unbundling involved with our composite items. Previously, this feature was supported in formworkflow not working in subform
I have the following code in a subform which works perfectly when i use the form alone but when i use the form as a subform within another main form it does not work. I have read something about using row but i just cant seem to figure out what to changeNext Page