Building Extensions #13: Creating widgets with the JS SDK bundle in Zoho Desk - Resources API
This series aims to equip developers with all they need to build extensions for Zoho Desk in Zoho Sigma and publish them in Zoho Marketplace.
The Zoho Desk platform supports custom fields. The custom fields can be introduced using an extension. The Zoho Desk platform supports this capability through resources.json found in the plugin-manifest file and the Resources API offered in the JS SDK bundle.
In this forum post, we'll explore the Resources API in detail with an example of creating custom fields. Other resource types offered by the Zoho Desk platform include webhooks, custom permissions, and channel connectors; we'll talk about these individually in our upcoming forum posts.
Need for custom fields
There are various scenarios that may call for custom fields. Without creating an exhaustive live, here are a few scenarios in which you may need custom fields in Zoho Desk:
- You might have to accommodate data from integrated third-party applications inside Zoho Desk. In such cases, you can add custom fields to help with this.
- Your extension functionality may require some new fields to be available in the Zoho Desk modules. E.g., a few additional fields in your Tickets or Customers modules. In such scenarios, you would add a custom field to the desk modules.
- You may want to provide agents with some additional information about the customer in the ticket's property section. You can add custom fields and pre-populate them with the relevant information.
Defining custom fields
The custom fields are to be included in Zoho Desk by defining them in the resources.json of the plugin-manifest file. Below is the structure of the resources.json with sample data filled in.
...
{
"fields": [{
"resourceName": "field1",
"module": "tickets",
"displayLabel": "Counter",
"type": "Text",
{
"fields": [{
"resourceName": "field1",
"module": "tickets",
"displayLabel": "Counter",
"type": "Text",
"defaultValue" : "none",
"maxLength": "100"
}]
},
...
"maxLength": "100"
}]
},
...
Every field you create should have a unique identifier that is defined using the mandatory resourceName key. The resourceName(s) specified in resources.json should be unique across the extension and will be validated before the extension is made available on the Zoho Marketplace. The resourceName also serves as the unique identifier across all organizations that install your extension. The new custom fields will be automatically mapped to the default layout configured for a department, so there is no need to pass the layoutId key anywhere else in the extension code.
Any field you include in your extension will be added to the user's Zoho Desk portal on the very first installation of the extension, while subsequent installations map to the fields already created. The fields are deleted from the portal on the last uninstallation of the extension. You can include a maximum of 10 custom fields in an extension.
Any field you include in your extension will be added to the user's Zoho Desk portal on the very first installation of the extension, while subsequent installations map to the fields already created. The fields are deleted from the portal on the last uninstallation of the extension. You can include a maximum of 10 custom fields in an extension.
Using custom fields in extensions
The resourceName defined in the resources.json file is automatically mapped with an ID and an apiName, which can be used in the APIs related to the resource as required. You need to retrieve the ID and/or the apiName of a resource to be used in the API calls of your extension.
To retrieve this, you can use one of the following approaches:
- Using merge fields in the invoke API
- Using the client SDK
Using the merge fields
This method is applicable for Desk's invoke API where you need to specify the resourceName value in the following format.
{{resourceType.resourceName.id}} or {{resourceType.resourceName.apiName}}
Note: The resourceType should be fields or webhook, based on your use case. The id returns the fieldId or webhookId, based on the value in resourceType. The apiName returns the apiName of the resource and is applicable only to fields.
Using the client SDK
In this method, you must use the Resource API to retrieve resource details.
Note: We will use the second approach in this forum post example; the first approach will be covered when we discuss Desk Invoke APIs.
Resource API
The resource details of the extension can be obtained using this API provided the resourceName key is given in the resources.json file.
Note: The response will be given against the resourceName given in the extension.
Note: The response will be given against the resourceName given in the extension.
Sample Request: Get the details of the resource "field1"
ZOHODESK.get("extension.resource", {resourceName: "field1", resourceType: "fields"}).then(function(response){
//response returns the value saved
}).catch(function(err){
//error handling
})
//response returns the value saved
}).catch(function(err){
//error handling
})
Response:
{
"status": "success",
"extension.resource": {
"resourceName": "field1",
"id": "4000000020060",
"resourceType": "fields",
"apiName": "cf_counter"
}
}
"status": "success",
"extension.resource": {
"resourceName": "field1",
"id": "4000000020060",
"resourceType": "fields",
"apiName": "cf_counter"
}
}
Scenario:
Let's say you plan to provide support agents with some additional information about the users in the tickets' details page. Specifically, you need to display whether the user is a new user or an existing user. If the user is an existing user, you also want to note how many tickets are associated with that user and the number of open tickets. This can be implemented by adding the required custom fields and writing a script that provides details about the user and the tickets associated with them.
Defining fields in resources.json
As per our use case, you can define two fields with the following properties:
Sl.No | Field name | Type |
1 | User type | Text |
2 | Number of open tickets | Text |
Below is the resource.json file that needs to be defined. As mentioned earlier, the resourceName key for every field needs to be unique and has to be defined for every field.
{"fields": [
{
"module": "tickets",
"displayLabel": "User Type",
"type": "Text",
"defaultValue" : "none",
"resourceName": "UserType",
"maxLength": 100
},
{
"module": "tickets",
"displayLabel": "Number of open tickets",
"type": "Text",
"defaultValue" : "none",
"resourceName": "openStatus",
"maxLength": 100
}
]
}
Note: You'll need the API names of the resources in your implementation whenever you refer to the respective resource. The Resources API can be used to fetch the API names. The code below has been used for fetching the API names for the two fields in our use case and the same API names are used in the code. The console output is added for reference.
ZOHODESK.get("extension.resource", {resourceName: "UserType", resourceType: "fields"}).then(function(response){
console.log(response);
}).catch(function(err){
console.log(err);
})
ZOHODESK.get("extension.resource", {resourceName: "openStatus", resourceType: "fields"}).then(function(response){
console.log(response);
}).catch(function(err){
console.log(err);
})
Use case implementation
To implement our use case, we perform the following steps in extension.onload. The code snippet is added below for reference:
- Get the email ID of the current ticket.
- Use the Zoho Desk search API to check if there are any other tickets from the same user.
- If the search API results show more tickets from the same email, check the status of those tickets.
- Finally, construct the result so it is set to the custom fields and update them accordingly.
Sample code:
Please check the attachments for the sample code.
Output:
Here, you can see the text for the two custom fields were added to the ticket and were populated with the relevant values. In this manner, you can add required custom fields to Zoho Desk using extensions, based on your business needs.
Hope you found this post to be useful. Stay tuned for more posts in this space!
See Also
Create widgets using the JS SDK bundle in the Zoho Desk platform - Request API
Create widgets with the JS SDK bundle in Zoho Desk - Data Storage API
Create widgets with the JS SDK bundle in Zoho Desk - Data Storage API
Create widgets with the JS SDK bundle in Zoho Desk - Event API
Create widgets with the JS SDK bundle in Zoho Desk - Config Params
Create widgets with the JS SDK bundle in Zoho Desk - Hooks API
Create widgets with the JS SDK bundle in Zoho Desk - Config Params
Create widgets with the JS SDK bundle in Zoho Desk - Hooks API
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
Vinoth M
Brandon Witten
Vinoth Kumar
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
Kaizen# 204 - Answering Your Questions | Perform Field Updates before Blueprint transition via Client Script
Hello everyone! Welcome back to another exciting Kaizen post. One of the questions we received through your Kaizen feedback was: “How can I update fields before Blueprint transition and how to prevent a transition based on a condition using Client Script?”Create online meetings for Booking Pages with Zoho Meetings and Zoom
Greetings, We hope you're all doing well. We're excited to share some recent enhancements to Bigin's Booking Pages. As you know, Booking Pages let you create public pages to share your availability so that your customers can easily book time slots withFilters in audit logs
Greetings, I hope all of you are doing well. We're happy to announce a few recent enhancements we've made to Bigin. We'll go over each one in detail. Previously, there were no filters available to narrow down data in audit logs. Now, we've introducedEnhanced help options in Bigin
Greetings, We're excited to introduce a new enhancement to Bigin's Help section: a comprehensive Help Options panel that brings together all your support resources in a single, well-organized space. Previously, the Need Help? menu provided only a limitedZoho FSM API Developer Needed
Hi, I’m looking for a developer with experience using Zoho FSM APIs. Scope: Connect WordPress website booking form to Zoho FSM Check availability (date, time, region) Create Work Orders + Service Appointments automatically Notify both customer and schedulerRevenue Management: #4 What if there are uncertainties in project or service delivery?
Our previous post taught us how Zoho Billing makes life easy for businesses with its automated revenue recognition rule. However, certain businesses have more challenges that an automated system cannot handle, and there are certain situations where automatedThis mobile number has been marked spam. Please contact support-as@zohocorp.com
Bom dia, estou tentando colocar o número 11 94287-6695 e esta com erro "This mobile number has been marked spam. Please contact support-as@zohocorp.com" pode me ajudar, por favor?Feature 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 likeItems Serial Tracking Issue
We enabled Zoho Items inventory tracking then disabled it after some time now we want to enable it again When I check the missing serial number reports I see one item But I cant see any option to Add the serial numbers Where and how to add the serialComposite Services and Account Tracking
I am looking to garner support/request the ability to make composite services. A quick search in the forums brings up multiple requests for this feature. I fail to see why an item is mandatory while services are optional. I also would like to see theZoho Payroll integration with Zoho Books - unable to match multiple bank feeds to one wage payment
For one employee's wage, I make two partial payments. Those bank feed transactions come into Zoho Books via bank integration. I make one pay-run for the month in Zoho Payroll and that comes into Zoho Books via the Zoho integration. Zoho Books doesn't let me match multiple bank feed transactions against a single wage item. Please fix urgently. I can't complete my books because of this.Add Checkbox Selection & Bulk Actions to Delivery Challans Module
Hi Zoho Team, I’ve noticed that in the Sales Orders module, there are checkboxes beside each entry that allow users to select multiple records for bulk actions such as print, email, or delete. However, in the Delivery Challans module, this option appearsCan't be able to check-in in laptop
even after giving location access still i can't be able to check-in in laptop.Compensation Cess on Coal ₹400 per tonne. ?????
The compensation cess rate varies by the type of product. And the cess is calculated based on the value of the product without GST. Coal, for example, comes with a cess of ₹400 per tonne. That means that if you sell 2 tonnes of coal that have a value7 month over zoho book purchase but still not immpliments Golive
7 month over zoho book purchase but still not immpliments Golive one problems zoho team short out then other problems come still very poor mangments and immliments team . struggling with the templates in ZOHO Books. Especially with the placement of someAverage Costing / Weighted Average Costing
Hello fellow maadirs. I understand Zoho Books uses FIFO method of dealing with inventory costing, but do you guys have any plans to introduce average costing? We indians need average costing. It's part of our culture. Please. I beg thee. Thanks.SMS to customers from within Bigin
Hi All, Is there anyone else crying out for Bigin SMS capability to send an SMS to customers directly from the Bigin interface? We have inbuilt telephony already with call recordings which works well. What's lacking is the ability to send and receiveHow to update/remove file in zoho creator widgets using javascript API
Hi Team, I have developed a widget which allows inserting and updating records I have file upload field with multiple file upload. Now while doing insert form record, I am using uploadFile API to upload files for that record. I am using updateRecord APIParent & Member Accounts (batch updating / inheritance)
Hello, I find the Parent Account functionality very useful for creating custom views and reports, but was wondering if I can also carry out batch editing on all members (aka children) of a Parent Account at the same time. Alternatively, can I set members to automatically inherit the values of the parent? For example: We have a chain of supermarkets that buy our products. These supermarkets are all members of a Parent Account in our CRM. We release a new product and all of the member stores wish toEdit Legend of Chart
I would like to edit the legend of the chart. Every time I enable the legend, I get a very unhelpful (1), and when I try to type to change to what I would desire, nothing happens, which is very frustrating. I've gone through your online tutorials and nowhere can I find a legend settings button. This seems a simple fix, where can edit the legend? Thanks.Extended timeouts for APIs beyond 40secs for to accomodate LLMs
A 40 second max response time for API calls is fine when connecting to most services, however is unsuitable when dealing with LLMs (ChatGPT/Claude/Gemini) where the response timing is very uncertain. Is there any way to increase this? It would be greatDeletion of Zoho Account
To whom it may concern, Good day, My account has been created incorrectly in Zoho and I am not able to join my Company's Zoho account - attached screenshot for your kind reference Alphatronmarine - Portal Kindly advise procedure to delete this currentWorkflow for deposit to bank account
Hello, Is it possible to make a workflow when a deposit is made to your bank account which is coupled to Zoho books? I want Zoho to sent an email each time a deposit is made to our bank account via a workflow. Regards, StevenMarking Retainer invoice paid through Deluge
Hey Everyone, We have a scenario where we are collecting deposit payments on our website. Now, in zoho books, we need to create a retainer invoice and mark it as paid automatically using deluge just like we can mark normal invoices as paid. I have triedExport Invoices to XML file
Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunitiesCreate a new record in custom module vi custom button
I have zoho books premium plan . I have 2 custom modules in zoho books. 1. Goods Receipt 2. Delivery Order, I need to select multiple records from Goods Receipt and create a new Delivery order from these multiple records. (like multilple sales order intoProfile date settings
At present I have "EEE, MMMM dd, yyyy" but this takes an exessive amount of column space, we should be able to input our own format. I would like to use "EEE, MMM dd, yy" - a much shorter version of the above but with the same abbreviated info, requiringDelivery Method Field in Sales Order Module
In Books and in Sales orders, the "Delivery Method" field seems to allow for anything to be entered and it seems to store those entries for future use. When you chose to convert a sales order to a purchase order, the related field is now called "ShipmentEditing / Removing stages for pipeline
Hello, I'm trying to create a new pipeline. I created a new stage and made an error when entering the probability. How can I edit fields in stages that I created? Can I delete these stages from "Add Stages" list?Dynamically Filter User Lookup in CRM Subform
We have a subform called Pricing Calculator in the Zoho CRM Opportunity module and need some assistance. Current Setup: First column: Picklist (Level) Second column: User Lookup field When a Level is selected, we want the User lookup to display only userschange time zone
can't seem to figure out how to change the time zone of the projectBigin iOS app update: Built-in telephony and RingCentral support
Hello everyone! We are excited to introduce Built-In Telephony and RingCentral support in the latest iOS version(v1.11.13) of the Bigin mobile app. Once the integration is completed on the Bigin desktop site(bigin.zoho.com), you can choose the Built-InAdd Image or Update Image API - for Items Module
I am trying to add new Items to Zoho Inventory from Zoho Creator. I achieved this using Zoho Inventory Create Item API, but how to add or update the item image from Zoho Creator to Zoho Inventory Item Module?Introducing Booking Pages—a topping for your Calendar Scheduling needs!
Greetings, We're here with a new topping for Bigin! Let's dive into the details. What does this topping do? Scheduling appointments with customers is one of the most common challenges small businesses face on a daily basis, as it often involves frequentDebugging `try` blocks : Tip
I find it annoying that if one line inside a `try` block has an error, the Deluge arser points the beginning of the block to the location of the error. BUT, if you temporarily comment out the initial `try {`  The parser goes through the whole block and[Product Update] TimeSheets module is now renamed as Time Logs in Zoho Projects.
Dear Zoho Analytics customers, As part of the ongoing enhancements in Zoho Projects, the Timesheets module has been renamed to Time Logs. However, the module name will continue to be displayed as Timesheets in Zoho Analytics until the relevant APIs areUse approval workflow comments in record scripts
Greetings, i'm running an approval workflow for my records, during approval/rejection there is a step where comments are entered. i want to add there comments to the record and to use them in various deluge scripts like sending emails and so on. howZOHO Store
Not able to make a payment We are using Zoho One, and we are from India. The payment currency, which shows for us, is in USD. But the system says we can choose Country/Region India if it shows INR only. Attaching screenshots for more info.Support Migration into Aliases in Zoho Mail
Hello Zoho Mail Team, How are you? We are in the process of migrating some of our users from Google Workspace (Gmail and Google Drive) to Zoho. During this process, we noticed that Zoho Mail currently only supports migration into a primary mailbox andAPI for Z Workdrive Flow Make-Integromat ?
We are zoho workdrive fans Also we would like to have an api to work with Zoho Flow or with Make better known by its old name INTEGROMAT Is it planned and when? 3 months -6 months or more?Next Page