Automation #9 - Convert Zoho Desk Tickets to New Deals in Zoho CRM

This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing your customer support with the automation capabilities of Zoho Desk.

If you are using more than one Zoho product you know the value of data flowing between them. While Zoho Desk integrates directly with most Zoho products, some specific actions might still need you to carry out a few steps to optimize this smooth flow of data.

Like in cases where you use Desk to track your orders, you might find passing that information manually to CRM takes up more time than you like. However, you can create a deal for every ticket created in Desk or move just a certain number of tickets based on keywords or specific tags, by setting up custom functions to help you achieve exactly that.

Here's how you can create these custom functions:

To create the workflow rule, carry out 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.
Click Next.
In the Criteria section, if you want to create a deal for every ticket that is added to Zoho Desk, then do not select any criteria and move to the next section. Alternatively, you can add the required criteria and go ahead.
In the Actions section, carry out the following steps:
Click the + icon and select Custom Functions > New
Click Edit Arguments
In the Name field type TicketID, and from the Value drop-down list select Ticket Id under Ticket Information.
In the script window, input the Custom Function you find below:
orgId = "paste org id here";
TicketInfo = zoho.desk.getRecordById(orgId,"tickets",TicketID);
searchCRMDeals = zoho.crm.searchRecords("Deals","(Email:equals:" + TicketInfo.get("email") + ")");
sizeofsearch = searchCRMDeals.size();
if(sizeofsearch > 0)
{
dealId = searchCRMDeals.get("id");
zoho.crm.updateRecord("Deals",dealId,{"Description":TicketInfo.get("description")});
}
else
{
zoho.crm.createRecord("Deals",{"Last_Name":TicketInfo.get("email").subText(TicketInfo.get("email").indexOf("@") +
1,TicketInfo.get("email").indexOf(".com")).trim(),"Email":TicketInfo.get("email")});
}

Important Note: The ORGID has to be replaced with your own ID. You can get OrgID from Setup > Developer Space > API > OrgId

We hope this custom function helps you create Deals easily in CRM. If you have requests for such custom functions or want to know more about some automation, please leave your comments below.

Access your files securely from anywhere

Zoho Developer Community

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

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