How To: Ticket Status Updates via E-Mail reply

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:

  1. Code
  2. Documentation
  3. 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:

  1. Status=" Closed " → Identified
  2. Status="" Closed "" → Not identified due to incompatible redundant quotation marks
  3. 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 Desk Resources

                            • Desk Community Learning Series

                            • Digest

                            • Functions

                            • Meetups

                            • Kbase

                            • Resources

                            • Glossary

                            • Desk Marketplace

                            • MVP Corner

                            • Word of the Day

                                Zoho Marketing Automation
                                        • Sticky Posts

                                        • 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!
                                        • Announcing the Happiness Rating 2.0!

                                          Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                        • 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
                                        • 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

                                        Manage your brands on social media

                                                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

                                                                      • CRM Community Learning Series

                                                                        CRM Community Learning Series

                                                                      • Tips


                                                                      • Functions


                                                                      • Meetups


                                                                      • Kbase


                                                                      • Resources


                                                                      • Digest


                                                                      • CRM Marketplace

                                                                        CRM Marketplace

                                                                      • MVP Corner

                                                                        MVP Corner



                                                                          Design. Discuss. Deliver.

                                                                          Create visually engaging stories with Zoho Show.

                                                                          Get Started Now