How To: Ticket Status Updates via E-Mail reply
Hey Zoho Community! 🌟
I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow.
What's the Buzz?
Picture this: Your emails effortlessly updating ticket statuses, saving you time and hassle. That's exactly what this custom function does. It scans incoming emails for specific commands like #new_ticket_status="Closed" which you can easily tweak to fit your needs.
Quick Overview:
- Code
- Documentation
- YouTube Video
How Do the Commands Work?
In the settings, you can customize your own command structure using the "searchTemplate" setting, like Status="". The tilde ~ in this structure represents a string (hopefully a valid ticket status) containing characters like lowercase a-z, uppercase A-Z, German umlauts (äöüÄÖÜß), and spaces.
For example:
- Status=" Closed " → Identified
- Status="" Closed "" → Not identified due to incompatible redundant quotation marks
- status=" Closed " → Not identified due to case sensitivity
The function specifically searches for the command in the last response within the email.
Status Update:
When a valid command containing a recognized ticket status is found, the function updates the ticket accordingly. If a blueprint is assigned to a ticket, the function seeks a usable transition and applies it. Optionally, it can add a comment to document the automated action.
How to Set It Up?
To use this functionality, just create a custom function and integrate it into a workflow rule. Set up the workflow to respond to email replies. You can customize triggers and criteria based on your unique requirements, like applying the function exclusively to tickets from specific customers.
Error Handling:
Stay informed with error notifications via email. Additionally, you can log errors in a Zoho Analytics table for a quick overview.
For more details, check out the documentation, and feel free to watch the video.
If you run into any issues or have questions, reach out—I'm here to help! 😊
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
Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
Customize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
Edit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
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 WorkDrive 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.