Automation #4 - Auto Delete Tickets based on Rules
This is a monthly series in which 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.
Unwanted tickets spamming your inbox and messing with your help desk reports? There is a way you can automatically delete such tickets, based on their subject lines or email IDs or a combination of both. The rules totally depend on your use case, but we have a simple script that can help you achieve this easily. Initiate this automation today and clear unwanted tickets easily and keep your reports accurate.
Let's begin by establishing two components: a connection and a workflow rule linked to a custom function. Initially, we'll create the connection, followed by configuring the workflow rules to trigger the custom function.
To create 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 "autodeletetickets"
- Under Scope below values
Desk.tickets.READ
Desk.tickets.DELETE
-
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.
- In the Criteria section, perform the following steps:
-
If you want to delete tickets based on the content in the Subject field, add this criteria:
Subject contains <keywords separated by commas.
-
If you want to delete tickets based on the content in the Subject field and the email ID of the contact, add this criteria:
Subject contains <keywords separated by commas>
AND/OR
Email contains <email ids separated by commas>
-
If you want to delete all tickets except the ones that have a specific content in the Subject field and/or were sent by a particular sender, add this criteria:
Subject doesn't contain <keywords separated by commas>
AND
Email doesn't contain <email ids separated by commas>
- 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:
- deskDomain = "https://desk.zoho.com";
- //Replace your zoho desk URL accordingly
- jsonString = {"ticketIds":{ticketID}};
- deleteTicket = invokeurl
- [
- url :deskDomain + "/api/v1/tickets/moveToTrash"
- type :POST
- parameters:jsonString.toString()
- connection: "autodeletetickets"
- ];
- 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.
Important Note: Please make sure to add the accurate criteria, based on which the custom function must be executed. If you do not add any criteria, the rule will execute and delete all tickets in the department.
Access your files securely from anywhere
Zoho Developer Community
Deliver unforgettable customer experiences
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
Zoho Desk Resources
-
Desk Community Learning Series
-
-
-
-
-
-
-
-
-
Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
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 features
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow is
Share 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.
Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho Campaigns Resources
Zoho CRM Resources
Zoho Show Resources
Writer Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.