Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros
Hello Everyone,
This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner.
When managing tickets, you can use the Comment feature to communicate internally with your team and keep everyone updated. If you select Comment(Private), the information will only be visible internally within your Zoho Desk. If you choose Comment(Public), the comment will be visible to your customers on the Help Center.
While automating comments using Macros, it can be challenging to track progress or identify the comment owner if no agent is attributed to the automated entry. This custom function ensures that the comment will appear under the name of the agent who applied it, rather than the person who configured the Macro.
Additionally, this Macro allows you to include a standardized comment to save time for frequently repeated updates.
While automating comments using Macros, it can be challenging to track progress or identify the comment owner if no agent is attributed to the automated entry. This custom function ensures that the comment will appear under the name of the agent who applied it, rather than the person who configured the Macro.
Additionally, this Macro allows you to include a standardized comment to save time for frequently repeated updates.
For example, Zylker Techfix collaborated across multiple departments and often required detailed customer information before transferring tickets between teams. They used comments to inform colleagues about the ticket status. To streamline this process, they automated a frequently used comment: "Awaiting additional information from the customer to proceed further." This clearly communicated to team members why a ticket was on hold. Additionally, this custom function allowed them to track which agent who applied the Macro.
To configure this within your Macros, please follow the steps below.
To configure this within your Macros, please follow the steps below.
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 deskconnection.
1.2 Click Create Connection.
1.3 Select Zoho OAuth under Default Connection.
1.4 Set the connection name as deskconnection.
1.5 Under Choose Scopes, choose the below scope values:
Desk.basic.READ
Desk.settings.READDesk.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.
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 Macros under Automation.
2. Under Macros, click Create Rule.
3. Check if the right department is selected
4. Under Basic Information, give a Rule Name and Description.
5. Under Availability, select All agents/Specific Agents based on your requirement. If you choose Specific Agents, select the agents for whom you want to make this Macro available. Click Next.
6. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
6.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
6.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
6.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
6.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
6.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
7. In the script window, insert the Custom Function given below:
- // ----<<<< User Inputs >>>>----
- // --- Replace ".com" with appropriate domain extension based on customer's location/DC ---
- deskURL = "https://desk.zoho.com";
- commentContent = "<<Your_comment_content>>";
- // ----<<<< Initial Configs >>>>----
- logs = Map();
- ticketCommentParam = Map();
- loginUserEmail = zoho.loginuserid;
- logs.insert("ticketId": ticketId);
- logs.insert("loginUserEmail": loginUserEmail);
- //---------------------------
- try {
- // ---- start your logic from here ----
- agentDetailsResponse = invokeurl
- [
- url :deskURL + "/api/v1/agents/email/" + loginUserEmail
- type :GET
- connection:"deskconnection"
- ];
- logs.insert("agentDetailsResponse":agentDetailsResponse);
- if(agentDetailsResponse != null && agentDetailsResponse != "" && agentDetailsResponse.size() > 0 && agentDetailsResponse.containKey("id"))
- {
- agentId = agentDetailsResponse.get("id");
- ticketCommentParam.insert("commenterId":agentId);
- }
- // ---- Add comment in the ticket ----
- ticketCommentParam.insert("content":commentContent);
- ticketCommentParam.insert("isPublic":"false");
- ticketCommentParam.insert("contentType":"html");
- logs.insert("ticketCommentParam":ticketCommentParam);
- commentAddResponse = invokeurl
- [
- url :deskURL + "/api/v1/tickets/" + ticketId + "/comments"
- type :POST
- parameters:ticketCommentParam.toString()
- connection:"deskconnection"
- ];
- logs.insert("commentAddResponse":commentAddResponse);
- }
- catch(errorInfo) {
- logs.insert("errorInfo": errorInfo);
- }
- info "logs: \n" + logs;
- if(logs.containKey("errorInfo"))
- {
- throws "Error happen in the CF execution";
- }
Note
a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.
b.In Line 4, enter the text which you would like to include as a ticket.
8. Click Save to save the custom function.
9. Click Save again to save the Macros.
9. Click Save again to save the Macros.
We hope this custom function helps streamline your team's communication and enhances your ticket management process. If you have any questions or need further assistance, feel free to reach out to us at support@zohodesk.com .
Regards,
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
Popular Articles Report
From data to decisions: A deep dive into ticketing system reports Content management teams can use various metrics to assess the effectiveness of knowledge base articles, improve content quality, and ensure articles are regularly updated. Predefined articleInvoice Ref. Field
Hello Team, Currently, the Invoice Ref. field is set to a Number type with a maximum limit of 9 digits. However, we often receive customer invoices that contain up to 12 digits. In some cases, the invoice reference includes not only numbers but also letters60 Days Into Zoho - Tiktok Branding Startup -7 Questions?!
Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what'sTurning off the new UI
Tried the new 'enhanced' UI and actively dislike it. Anyone know how to revert back?XML format to import knowledgebase into Zoho Desk
Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.Pushing Zoho People leave into Microsoft calendar: how to chose how "event" is shown (busy, free etc)
Hi, how can I select how a "leave" event is pushed into Microsoft calendar? I want for leave "working elsewhere" to show as working elsewhere and NOT as busy.Duplicate Accounts
Hi There, I am looking for a solution, script, workflow or anything to solve an issue we have - in our customers section we have a rule that doesn't allow duplicates, however Zoho will allow customers with xxxxx and xxxxx PLC or LTD so effectivley weError with If formula
I've got this super simple If formula, what is the reason for the error? If ( LEN(${Leads.Trial Slot Option}) == 3,'y','n') Syntax Error. Check the examples for any functions you're using to see if you formatted them correctly. Make sure your fields areAnnouncing Multi-language Support in Zoho FSM
Zoho FSM now speaks your language. The much-awaited multi-language support is now available in Zoho FSM. The following languages are supported in Zoho FSM: Dutch (Nederlands) English - United Kingdom English - United States French (français) French -Creating multiple CRM leads from a Zoho Forms subform
Hi all, We have a heavily used intake form that is used for new leads as a part of our intake. There is a subform that allows the lead to add additional team members, their titles and other basic info. That form submission creates a new Lead and the subformFree webinar! Build smarter apps with Zoho Sign and Zoho Creator
Hello, Bring the power of digital signatures to the apps you build in Zoho Creator! Connect Zoho Sign as a microservice and enable seamless e-signature workflows in your applications. This integration allows you to automate signing tasks using Deluge.Restrict Addresses in Zoho Forms?
In the address field, is there a way to restrict the addresses that auto populate (via Zoho Maps or Google Maps) to a specific state (I know it's possible with the country). Additionally, how often does the address in Zoho Maps get updated? Certain addressesAppraisals on Employee Information Profile
Is it possible to show completed appraisals on each employee's "Employee Information" page? I would presume at the bottom - similar to the "Related Lists" concept in Zoho CRM. Obviously view access would be limited to employee and appropriate other rolesZoho Tracking Image location
So we've been having an issue with tracking email opens. Specifically in Gmail. Our emails are not that long either, maybe 4 sections of image/250 characters of text/button per section. But all my test accounts I used via Gmail we're showing opens. But then come to find out the tracking image is at the very bottom of the email. So If the message is clipped (It always just clips our social icons on the bottom) and the user doesn't click the show more button it never tracks the open. Looking at otherWeekly Tips: Secure your attachment downloads with Zoho Mail
Safety is one of our main concerns, whether it’s about device security or online protection. We use tools like fingerprint scanners, facial recognition, and two-factor authentication to keep our devices and email accounts secure. We use methods like OTPResume Harvester: New Enhancements for Faster Sourcing
We’re excited to share a set of enhancements to Resume Harvester that make sourcing faster and more flexible. These updates help you cut down on repetitive steps, manage auto searches more efficiently, and review candidate profiles with ease. Why we builtLooking for best practices to import data from SAP Business One (on-prem) into Zoho Analytics via Zoho DataPrep / Databridge — daily automated schedule
Hi all, I’m using SAP Business One on-prem (SQL Server / or HANA — depending on DB backend) as our ERP. I want to build a pipeline that, every morning at 9:00 AM IST: pulls transactional data (invoices, customers, products, stock, etc.) from SAP B1, loadsZoho One Unified Portal - Applications
Hello, It is great to see the work on the New Unified Customer Portal. Thanks for that. The number of applications is limited though. It is now only around the Zoho Books ecosystem (Books, Expense...) and Zoho Social. = Are other applications plannedMarketing Tip #10: Start a customer loyalty program
Winning a new customer is great, but keeping them coming back is even better. A loyalty program rewards repeat buyers with points, giving them more reasons to shop again. Over time, this builds trust and long-term relationships. Try this today: Set upZia Actions: AI-powered Workflow Automation for Faster and Smarter Execution
Hello everyone, Updated on 12th Dec 2025 Zia actions for Workflow is available for Enterprise edition ONLY. These features are currently available in the following DCs: US, CA, EU, IN, and AU Email Auto reply and Content Generation are available as EarlyUnable to access my Zoho forms account
For some days now, I haven't had access to my Zoho Forms account. I keep getting an error that says, "You are an inactive user in your organization" via the mobile app and "You don't have permission to access this organization" via the web. I was removedDo Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed?
Do Individual Forums within Categories, in Desk Community, Produce Their Own RSS Feed? If not, can anyone share a work-around that could help me get an RSS feed for individual category forums?Change Last Name to not required in Leads
I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions forResend Client Portal Invitation + View Email Delivery Status
Hi Zoho Team, We hope you are doing well. We would like to request two important enhancements related to the Zoho Creator Client Portal invitation process. At the moment, when we add a user to the Client Portal, Zoho Creator automatically sends an invitationGet user last login
1. Is there a way to programmatically get the last user login to trigger certain workflows? 2. Is there a way to programmatically access the custom fields on a user's account?Seeking Zoho Creator Expert (Delivery Management App / Logistics Ops) — Built & Deployed Before
Hi everyone, We’re building a Delivery Management App (focused on delivery operations for now) using Zoho Creator. We’re looking for a Zoho Creator expert who has already developed and deployed a similar delivery/workflow system and can assist us withAutomating 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 ofAdding Multiple Files to a Zoho Vault Entry
There is a old blog post talking about adding multiple file attachments to one Zoho Vault Secret: https://www.zoho.com/blog/vault/introducing-new-features-in-zoho-vault-powerful-password-sharing-wider-storing.html Is that still possible, I can see howFNB South Africa Bank Feed
I should've thought this wouldn't work. As suspect, Zoho claims to be able to pull bank feeds from First National Bank (South Africa), but fails everytime. I suppose Xero (or even Sage One) is the way to go? If they (miraculously) get it to work again,Dropshipping Address - Does Not Show on Invoice Correctly
When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company beingAdd Attachment Support to Zoho Flow Mailhook / Email Trigger Module
Dear Zoho Support Team, We hope you are well. We would like to kindly request a feature enhancement for the Mailhook module in Zoho Flow. Currently, the email trigger in Zoho Flow provides access to the message body, subject, from address, and to address,Zoho Invoice Customer Login Portal
Are there any plans for a customer portal to Zoho Invoice, ala Freshbooks? I would like customers that I invoice to be able to login to review invoices and invoice history. I have not switched from Freshbooks for this very reason.the custom domain forwards by default to the old career site / how to switch it off??
dear friends, how to switch off the old version of the career site?? The set up custom domain forwards directly to the old site, so that I cant publish it... Any ideas? Thank you! KR, VictoriaPreserve Ticket Issue Mapping When Migrating from Jira to Zoho Projects
Hello Zoho Projects Team, We hope you are doing well. We are currently exploring a full migration from Jira to Zoho Projects, and we identified a critical limitation during the migration process involving Zoho Desk integration. Current Situation: We useZoho Books blocks invoicing without VeriFactu even though it is not mandatory until 2027
I would like to highlight a very serious issue in Zoho Books for Spain. 1. The Spanish government has postponed the mandatory start of VeriFactu to January 1st, 2027. This means that during all of 2026 businesses are NOT required to transmit invoicesHotmail is STILL blocking the zoho mail IP
Greetings, as I already mentioned in my last message, my Zoho IP has been blocked by Hotmail for more than 15 days. Although someone said that the issue was "solved," it still isn't, and this amount of time seems neither normal for a "serious" company,Recording Shopify/Amazon fees in Zoho Books - Zoho Inventory
We are currently flushing out the connections between Shopify/Amazon and Zoho Inventory. For other users of Zoho Books - Zoho Inventory, where and at what point do you record the merchant fees associated with theses channels? I have gotten mixed responseshow to undoreconciled transaction
how to undo reconciled transactionPre-fill webforms in Recruit
I don't want to use the career site portal (as I have my own already), but I would like to direct users to the application forms for each role, from my website job pages. Is there a way to pre-fill fields in Recruit application forms, so that I only haveThis user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details
Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved. Thank youNext Page