Automation#34 : Automate Email threading for Ticket notification
Hello Everyone,
It's been a while since we've presented an automation. However, our community has been buzzing with ideas, use cases, and discussions with our community experts and Ask the Experts session.
So, here we are again, presenting an automation focused on threading ticket notification emails.
Let's see how this automation helped our folks at Zylker Techfix.
Zylker Techfix, a gadget service company, has grown significantly and now serves a large customer base. The support team receives tickets from various customers, some of whom send multiple emails regarding servicing multiple gadgets. With their expanding customer base, Zylker Techfix wanted to effectively track notification emails sent to customers for each respective ticket.
Additionally, Zylker Techfix aimed to inform customers about the engineer assigned to support them with their submitted gadget, helping establish a stronger connection with their customers.
In this post, let's explore how we can adopt Zylker Techfix's customization.
Notify Customers when a ticket is created
The notification rule has an option to notify your customers when a ticket is created.
You can add the details of the ticket owner within the Email template so customers will know the support executive who will be handling the ticket.
How to include Ticket Owner details within the Email template?
You could create a New Email template or use the Existing email template.
Create an Email template
You can either create a New Email template or edit an existing Email template.
To Add a New Template : Go to Setup (S) >> Customization >> Email Templates >> Select the required Department >> Click on Add >> New Template >> Select the Tickets module >> Enter Name > Select Folder, From Address, Enter Reply to address if required, Add Subject and desired description.
To add Ticket owner's name, insert the placeholders First Name and Last Name (if required) ${Case Owner.First Name}${Case Owner.Last Name}, under Ticket Owner.
To Edit an Existing Email
To edit an existing Email, Go to Setup (S) >> Customization >> Email Templates >> Select the required Department >> Click on the Edit icon for the existing template or select the existing Template >> Edit description. To insert Ticket owner's name, insert the placeholders for first name and last name (if required) ${Case Owner.First Name}${Case Owner.Last Name}, under Ticket Owner.
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 zohodeskconnection.
1.5 Under Choose Scopes, choose the below scope values:
1.5 Under Choose Scopes, choose the below scope values:
Desk.settings.ALLDesk.tickets.UPDATE
1.6 Click Create and Connect.
1.7 Click Connect.
1.8 Choose the Desk's organization to connect with Deluge, and click Submit.
1.9 Click Accept.
Connection is created successfully.
Configure Custom Function within the Workflow Rule
1. Go to Setup, choose Workflows under Automation.
2. Under Workflows, click Create Rule.
3. Under Basic Information, choose Tickets under Module, give a Rule Name and Description.
4. Click on the Active checkbox to activate the rule once created. Click Next.
5. Under Execute on, select Create.
6. Add Criteria, if required.
7. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
7.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
7.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
7.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
7.2.2 In the Argument Name field, type contactEmail and select Email in the Contacts Section.
7.2.3 In the Argument Name field, type fromEmailAddress, click on Specify Custom Value and type the verified From Address of your department.
7.3 In the script window, insert the Custom Function given below:
- //<<<< User Inputs Section >>>>----
- // Replace ".com" with appropriate domain extension based on customer's location/DC
- deskURL = "https://desk.zoho.com";
- templateId = "xxxxxxtemplateIdxxxxx";
- //<<<< Initial Configs >>>>----
- logs = Map();
- template = invokeurl
- [
- url :deskURL + "/api/v1/templates/" + templateId + "/render?entityId=" + ticketId
- type :POST
- connection:"deskconnection"
- ];
- if(template != null && template.containsKey("body"))
- {
- logs.put("template",template);
- emailContent = template.get("body");
- emailReplyParams = {"channel":"EMAIL","to":contactEmail,"fromEmailAddress":fromEmailAddress,"content":emailContent,"contentType":"html"};
- logs.put("emailReplyParams",emailReplyParams);
- sendReply = invokeurl
- [
- url :deskURL + "/api/v1/tickets/" + ticketId + "/sendReply"
- type :POST
- parameters:emailReplyParams + ""
- connection:"deskconnection"
- ];
- logs.put("sendReply",sendReply);
- }
- info logs;
Note
a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.
b.In Line 4, enter the template id within " " of the Email template you created or edited.
To fetch Template id, go to Setup (S) >> select Email Templates under Customization >> click on the Email template and on the Address bar, copy the numeric value at the end of the URL.
8. Click Save to save the custom function.
9. Click Save again to save the workflow.
Now, along with your ticket conversations, you can also track the emails sent as notifications within your ticket conversations.
Until the next post,
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
additional accounts
If I brought 5 emails to my account. Can I later buy additional emails.WebDAV / FTP / SFTP protocols for syncing
I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful if you implemented standard protocols such as WebDAV / FTP / SFTP so that alternative inc clients can be used.Open Sans Font in Zoho Books is not Open Sans.
Font choice in customising PDF Templates is very limited, we cannot upload custom fonts, and to make things worse, the font names are not accurate. I selected Open Sans, and thought the system was bugging, but no, Open Sans is not Open Sans. The realWhat's New in Zoho Inventory | Q2 2025
Hello Customers, The second quarter have been exciting months for Zoho Inventory! We’ve introduced impactful new features and enhancements to help you manage inventory operations with even greater precision and control. While we have many more excitingHow to refresh a ticket view ?
I am doing a widget where I send a rest api call to make a new draft to the ticket I am viewing. The issue is sometimes it refresh a ticket view and I can see inserted draft right away, but sometimes I do not see it even if it is inserted correctly andUgh! - Text Box (Single Line) Not Enough - Text Box (Multi-line) Unavailable in PDF!
I provide services, I do not sell items. In each estimate I send I provide a customized job description. A two or three sentence summary of the job to be performed. I need to be able to include this job description on each estimate I send as it's a criticalSupervisor Rules - Zoho Desk
Hi, I have set up a Supervisor Rule in Zoho Desk to send an email alert when a ticket has been on hold for 48 hours. Is there a way to change it so that the alert only sends once and not on an hourly basis? Thank you LauraResponseCode 421, 4.7.0 [TSS04] Messages from 136.143.188.51 temporarily deferred due to user complaints
Had email bounce. Let me know if you can fix this. Thanks. MichaelZoho Canvas - Custom templates for related lists
Hi, I see that the example pages load always one of our related lists in a custom template, but I dont know how to work with that: 1) How can i make my own custom templates for related lists? 2) Where and how can i check out existing custom templates?Automation #15: Automatically Adding Static Secondary Contacts
Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have TerenceNew Zoho triggers Google Dangerous flag due toabnormal charcters
Just signed up and doing my first email test. I sent it to my google email account but it got flagged as Dangerous" due abnormal characters. My DNS setup looks ok. Page snips attached Help Please Thanks, Rick DC PowerWorldTop Bar Shifting issue still not fixed yet
I mentioned in a previous ticket that on Android, the top bar shifts up when you view collections or when you're in the settings. That issue still hasn't been fixed yet. I don't wanna have to reinstall the app as I've noticed for some reason, reinstallingTriggering Zoho Flow on Workdrive File Label
Right now Im trying to have a zoho flow trigger on the labeling/classification of a file in a folder. Looking at the trigger options they arent great for something like this. File event occurred is probably the most applicable, but the events it has arentIs there a way to set Document Owner/Sender via the API
When sending requests for zoho sign, it would seem zoho uses the id of the person that created the zoho api cred to determine the owner_id, is there a way to set a default for this?SendMail to multiple recipients
Hi, I'm trying to send an email to a list of recipients. Right now the "to" field is directed to a string variable. (List variables won't work here). In the string variable, how can I make it work? trying "user@app.com;user2@app.com" or "user@app.com; user2@app.com" just failed to send the emails. RavidPopulate drop down field from another form's subform
Hello, I found how to do that, but not in case of a subform. I have a Product form that has a subform for unit and prices. A product might have more than one unit. For example, the product "Brocoli" can be sold in unit at 3$ or in box of 10 at 25 $. BothUsar o Inventory ou módulo customizado no CRM para Gestão de Estoque ?
Minha maior dor hoje em usar o zoho é a gestão do meu estoque. Sou uma empresa de varejo e essa gestão é fundamental pra mim. Obviamente preciso que esse estoque seja visível no CRM, Inicialmente fiz através de módulos personalizados no próprio Zoho CRM,Signup forms behaviour : Same email & multiple submissions
My use case is that I have a signup form (FormA) that I use in several places on my website, with a hidden field so I can see where the contact has been made from. I also have a couple of other signup forms (FormB and FormC) that slight differences. Allgetting error in project users api
Hello, I'm getting a "Given URL is wrong" error when trying to use the Zoho Projects V3 API endpoint for adding users to a project. The URL I'm using is https://projectsapi.zoho.com/api/v3/portal/{portalid}/projects/{projectid}/projectusers/ and it'sChange total display format in weekly time logs
Hi! Would it be possible to display the total of the value entered in the weekly time log in the same format that the user input? This could be an option in the general settings -> display daily timesheet total in XX.XX format or XX:XX.Different Company Name for billing & shipping address
We are using Zoho Books & Inventory for our Logistics and started to realize soon, that Zoho is not offering a dedicated field for a shipping address company name .. when we are creating carrier shipping labels, the Billing Address company name gets alwaysHow to display historical ticket information of the total time spent in each status
Hi All, Hoping someone can help me, as I am new to Zoho Analytics, and I am a little stuck. I am looking to create a bar chart that looks back over tickets raised in the previous month and displays how much time was spent in each status (With Customer,Zoho Projects iOS app update: Global Web Tabs support
Hello everyone! In the latest version(v3.10.10) of the Zoho Projects app update, we have brought in support for Global Web Tabs. You can now access the web tabs across all the projects from the Home module of the app. Please update the app to the latestZoho Community Weekend Maintenance: 13–15 Sep 2025
Hi everyone, We wanted to give you a heads-up that Zoho Community will undergo scheduled maintenance this weekend. During this period, some community features will be temporarily unavailable, while others will be in read-only mode. Maintenance Window:Agent Performance Report
From data to decisions: A deep dive into ticketing system reports An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performanceShow both Vendor and Customers in contact statement
Dear Sir, some companies like us working with companies as Vendor and Customers too !!! it mean we send invoice and also receive bill from them , so we need our all amount in one place , but in contact statement , is separate it as Vendor and Customer,URL validation
We use an internal intranet site which has a short DNS name which Zoho CRM will not accept. When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.Pourquoi dans zohobooks version gratuite on ne peut ajouter notre stock d'ouverture??
Pourquoi dans zohobooks version gratuite on ne peut ajouter notre stock d'ouverture ??How can I adjust column width in Zoho Books?
One issue I keep running into is as I show or hide columns in reports, the column widths get weird. Some columns have text cut off while others can take a fourth of the page for just a few characters. I checked report layout guides and my settings, butInvalid value passed for file_name
System generated file name does not send file anymore - what is the problem?Custom Function for Estimates
Hey everyone, I was wondering if there was a way to automate the Subject of an estimate whenever one is created or edited: * the green box using following infos: * Customer Name and Estimate Date. My Goal is to change the Subject to have this format "<MyFirm>-EstimateThis domain is not allowed to add. Please contact support-as@zohocorp.com for further details
I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is theSearch in module lists has detiorated
Every module has a problem with the search function :-/YouTube Live #1: AI-powered agreement management with Zia and Zoho Sign
Hi there! We're excited to announce Zoho Sign’s first YouTube live series, where you can catch the latest updates and interact with our Zoho Sign experts, pose questions, and discover lesser-known features. We're starting off by riding the AI wave inSearch in module lists has detiorated
Every module has a problem with the search function :-/Sales Receipts Duplicating when I run reports why and how do we rectify this and any other report if this happens
find attached extract of my reportAdd Zoho Forms to Zoho CRM Plus bundle
Great Zoho apps like CRM and Desk have very limited form builders when it comes to form and field rules, design, integration and deployment options. Many of my clients who use Zoho CRM Plus often hit limitations with the built in forms in CRM or Desk and are then disappointed to hear that they have to additionally pay for Zoho Forms to get all these great forms functionalities. Please consider adding Zoho Forms in the Zoho CRM Plus bundle. Best regards, Mladen Svraka Zoho Certified Consultant andBigin: filter Contacts by Company fields
Hello, I was wondering if there's a way to filter the contacts based on a field belonging to their company. I.e.: - filter contacts by Company Annual Revenue field - filter contacts by Company Employee No. field In case this is not possibile, what workaroundHas Zoho changed the way it searches Items?
Right now all of our searches have broken and we can no longer search using the SKU or alias. It was fine last night and we came in this morning to broken.....this is impacting our operations now.Refunds do not export from Shopify, Amazon and Esty to Zoho. And then do not go from Zoho inventory to Quickbooks.
I have a huge hole in my accounts from refunds and the lack of synchronisation between shopify , Amazon and Etsy to Zoho ( i.e when I process a refund on shopify/ Amazon or Etsy it does not come through to Zoho) and then if I process a manual credit note/Next Page