Integreat 04: Integrating Zoho Creator with Zoho Desk - Part 2

Integreat 04: Integrating Zoho Creator with Zoho Desk - Part 2



Hi folks, 

We're hope the previous post on Zoho Desk integration was useful to you. In this post we will cover the rest of the tasks (task 5,6, and 7) that can be automated once you integrate your Zoho Creator application with Zoho Desk. 

As mentioned in the previous post, once you've established a relationship between Zoho Creator and Zoho Desk, you can perform the following task:

1. Create new records in Zoho Desk
2. Fetch data from Zoho Desk
3. Fetch specific records using the record ID from Zoho Desk
4. Update specific records in Zoho Desk, using Zoho Creator
5. Search records by specifying criteria in Zoho Desk, using Zoho Creator
6. Fetch related records in Zoho Desk, using Zoho Creator
7. Create related records in Zoho Desk, using Zoho Creator

5. Search records by specifying criteria in Zoho Desk, using Zoho Creator

You can search records in Zoho Desk by specifying the criteria in Zoho Creator. This task can achieved by making use of the zoho.desk.searchRecords() task.

Syntax

<variable> =zoho.desk.searchRecords(<orgID>, <module_name>,<query>, <fromIndex>,<limit>, <connection>);


Use case

Let's say you want to search the list of tickets in Zoho Desk by specifying the subject.

Assume that the Ticket Subject Search form has the following field:
  • Subject(Single Line field type
We need to fetch all the tickets matching the subject ("testing") that's specified in the Zoho Creator form, from the Tickets module in Zoho Desk.

Example
  1. response = zoho.desk.searchRecords(691803821, "tickets", {"subject":input.Subject}, 0, 10, "deskAuth");

6. Fetch related records in Zoho Desk, using Zoho Creator

You can fetch related records from a Zoho Desk module based on a specific record, by using the zoho.desk.getRelatedRecords() task.

 Syntax

<variable> = zoho.desk.getRelatedRecords(<orgID>, <sub_module>, <parent_module>, <record_ID>, <fromIndex>, <limit>, <query_value>, <connection>);

The zoho.desk.getRelatedRecords task allows you to fetch the following information:

  • Tickets based on a contact
  • Tickets based on an account
  • Tasks based on a ticket
  • timeEntry based on a ticket
  • timeEntry based on a task
  • timeEntry based on an agent
  • Comments based on a ticket
  • Thread based on a ticket
Use case

Let's say you want to fetch the tickets of a particular contact and want to autopopulate the Ticket Number dropdown field.

Let's assume the Ticket Details form has the following fields:

  • Contact ID (single line field type)
  • Ticket Number (drop down field type)

Example
  1. contact_id=input.contactid.tolong();
  2. mp = Map();
  3. y=zoho.desk.getRelatedRecords(<orgID>,"tickets","contacts",contact_id,<range>,<range>,mp,"<connection name>");//fetching ticket number and sorting it, list is created
  4. y = y.getjson("data").toJSONList();
  5. for each rec in y
  6. {
  7. input.Ticket_Number:ui.add(rec.getjson("ticketNumber").tolong());
  8. }
7. Create related records in Zoho Desk, using Zoho Creator

You can create a related record in a sub-module belonging to a record in a parent module in Zoho Desk. This can be achieved by using the Deluge Task zoho.desk.createRelatedRecord().

Syntax

<variable>=zoho.desk.createRelatedRecord(<orgID>, <sub_module>, <sub_recordID>, <parent_module>, <parent_recordID>, <record_value>, <connection>);

This task allows you to create the following:
  • A timeEntry based on a ticket
  • A timeEntry based on a task

Use Case
The time entry can be created in the ticket by making use of the below script in the On success workflow of the form.

Example
  1. recordValue = {"executedTime":"2019-10-18T07:38:48.000Z"};
  2. response zoho.desk.createRelatedRecord(691803821,"timeEntry","tickets",406419000000271001,recordValue,"deskAuth");

Merge tickets
You can merge tickets by merging the values of the ticket ID to another ticket. Use zoho.desk.ticket.merge() task to perform this action.

Syntax
<variable> = zoho.desk.ticket.merge(<orgID>, <ticket_ID>, <param_value>, <connection>);

Use case
If you see any duplicate tickets created in Zoho Desk and you wanted to merge those tickets into one, the zoho.desk.ticket.merge() Deluge task in Creator do the job for you.

Example
  1. paramValue = {"ids":{<ticketID 1>,<ticketID 2>}};
  2. response = zoho.desk.ticket.merge(<org iD>,<ticket ID>,paramValue,"<connection name>");
//ticket ID=> where other ticket ID 1&2 in paramvalue variable will be merged to ticket ID.

Move a ticket
The ticket can be moved from one department to another department with the help of the zoho.desk.ticket.move() Deluge task in Creator.

Syntax
<variable> = zoho.desk.ticket.move(<orgID>, <ticket_ID>, <department_ID>, <connection>);

Use case
If you see any ticket assigned to the wrong department in Desk and wanted to reassign it to the correct department, you can make use of the zoho.desk.ticket.move() Deluge task.

Example
  1. x = zoho.desk.ticket.move(<org iD>,<ticket iD>,<department ID>,<connection_name>);
// department ID is the ID of the department to which this ticket will be moved.

The ticketID and department ID can be fetched using fetch task.

Split a ticket
A ticket can also be split into multiple tickets based on the thread, by using the thread ID of that particular ticket.To get the thread ID of the ticket, use the getrelatedrecords task. 

Syntax

 mp = Map();
g = zoho.desk.getRelatedRecords(<orgID>,"threads","tickets",<ticketID>,<map variable>,"<connection name>");
//info g; (thread ID can be fetched from this response)
h = zoho.desk.ticket.split(<org ID>,<ticket iD>,<thread ID>,"<connection name>");

We hope this post on Zoho Desk integrations was useful to you. If you have any questions, feel free to add them as comments below. If you'd like us to cover any specific integration, please add them here in comments and we'll take it up. 





    Access your files securely from anywhere







                            Zoho Developer Community





                                                  Use cases

                                                  Make the most of Zoho Desk with the use cases.

                                                   
                                                    

                                                  eBooks

                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho Desk.

                                                   
                                                    

                                                  Videos

                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho Desk.

                                                   
                                                    

                                                  Webinar

                                                  Sign up for our webinars and learn the Zoho Desk basics, from customization to automation and more

                                                   
                                                    
                                                  • Desk Community Learning Series


                                                  • Meetups


                                                  • Ask the Experts


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner






                                                            Manage your brands on social media



                                                                  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

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner






                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources


                                                                                              Zoho Writer Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ








                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                            • Recent Topics

                                                                                                            • Windows Desktop App - request to add minimization/startup options

                                                                                                              Support Team, Can you submit the following request to your development team? Here is what would be optimal in my opinion from UX perspective: 1) In the "Application Menu", add a menu item to Exit the app, as well as an alt-key shortcut for these menus
                                                                                                            • How do I filter contacts by account parameters?

                                                                                                              Need to filter a contact view according to account parameter, eg account type. Without this filter users are overwhelmed with irrelevant contacts. Workaround is to create a custom 'Contact Type' field but this unbearable duplicity as the information already
                                                                                                            • Unified customer portal login

                                                                                                              As I'm a Zoho One subscriber I can provide my customers with portal access to many of the Zoho apps. However, the customer must have a separate login for each app, which may be difficult for them to manage and frustrating as all they understand is that
                                                                                                            • WhatsApp Channels in Zoho Campaigns

                                                                                                              Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.
                                                                                                            • Is it possible to customize ZC Themes?

                                                                                                              I understand you can choose a layout and customize Brand Color, App Header, Menu, and Sub-Menu components, but can you override some of the default theme settings with CSS or a config file? For example, - Table highlight color - Listview auto filter highlight
                                                                                                            • error : Object code : 6500

                                                                                                              b3 = map(); b3.put("name", "Test Project Name"); updateprojects2 = invokeurl [ url :"https://projectsapi.zoho.eu/restapi/portal/era0130/projects/169495000000928007/" type :PUT parameters: b3 connection:"in2" ]; info b3 ; info updateprojects2; ------------
                                                                                                            • Tracking KPIs, Goals etc in People

                                                                                                              How are Zoho People users tracking employee targets in People? For example, my marketing assistant has a target of "Collect 10 new customer testimonials every month". I want to record attainment for this target on a monthly basis, then add it to their
                                                                                                            • Text snippet

                                                                                                              There is a nice feature in Zoho Desk called Text Snippet. It allows you to insert a bit of text anywhere in a reply that you are typing. That would be nice to have that option in Zoho CRM as well when we compose an email. Moderation Update: We agree that
                                                                                                            • Is it possible to create Custom function-based Lookup field in Zoho CRM

                                                                                                              Is it possible to create a custom function-based lookup field in Zoho CRM? If so, how? Use case: Need to fetch users from Zoho Projects into a dropdown field in Zoho CRM.
                                                                                                            • Zoho Projects app update: Voice notes for Tasks and Bugs module

                                                                                                              Hello everyone! In the latest version(v3.9.37) of the Zoho Projects Android app update, we have introduced voice notes for the Tasks and Bugs module. The voice notes can be added as an attachment or can be transcribed into text. Recording and attaching
                                                                                                            • Create a list of customers who participated in specific Zoho Backstage events and send them an email via Zoho CRM

                                                                                                              How to create a list of customers who participated in specific Zoho Backstage events and send them an email via Zoho CRM? I was able to do a view in CRM based on customer that registered to an event, but I don't seems to be able to include the filter
                                                                                                            • How can I see content of system generated mails from zBooks?

                                                                                                              System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.
                                                                                                            • How to conditionally embed an own internal widget with parameters in an html snippet?

                                                                                                              Hello everyone, I'm trying to create a dynamic view in a page using an HTML snippet. The goal is to display different content based on a URL parameter (input.step). I have successfully managed to conditionally display different forms using the following
                                                                                                            • Zadarma + Zoho CRM Integration – Missed Calls Saved as Contacts Instead of Leads

                                                                                                              Hello everyone, I’m looking for input from anyone with experience using the Zadarma + Zoho CRM integration. Currently, I’m seeing that missed calls are automatically being created as Contacts instead of Leads. From a CRM perspective, this doesn’t make
                                                                                                            • Custom Button Disappearing in mobile view | Zoho CRM Canvas

                                                                                                              I'm working in Zoho CRM Canvas to create a custom view for our sales team. One of the features I'm adding is a custom button that opens the leads address in another tab. I've had no issue with this in the desktop view, but in the mobile view the button
                                                                                                            • Search Records returning different values than actually present

                                                                                                              Hey! I have this following line in my deluge script: accountSearch = zoho.crm.searchRecords("Accounts","(RS_Enroll_ID:equals:" + rsid + ")",1,200,{"cvid":864868001088693817}); info "Account search size: " + accountSearch.size(); listOfAccounts = zoho.crm.searchRecords("Accounts","(RS_Enroll_ID:equals:"
                                                                                                            • Function 56: Automatically enable the option for customers to pay via bank account

                                                                                                              Hello everyone and welcome back to our series! One of the key features of Zoho Books is its integration with multiple payment gateways, allowing you to receive online payments for your invoices. This ensures faster payments, automates payment tracking
                                                                                                            • Attach Files to Your Notecards and share them on the go!

                                                                                                              Hey everyone! We’re excited to share a feature many of you have been asking for — you can now attach files directly to your text notecards and share with ease! 🙌 This update was built with your feedback in mind, especially for those who wanted a simple
                                                                                                            • Can i connect 2 instagram accounts to 1 brand?

                                                                                                              Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?
                                                                                                            • Workdrive on Android - Gallery Photo Backups

                                                                                                              Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma
                                                                                                            • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

                                                                                                              Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias
                                                                                                            • YouTube Live #1: AI-powered agreement management with Zia and Zoho Sign

                                                                                                              Hi there! We're excited to announce Zoho Sign’s first YouTube live series, where you can catch the latest updates and interact with our Zoho Sign experts, pose questions, and discover lesser-known features. We're starting off by riding the AI wave in
                                                                                                            • Mass Mail Statistics - Number of unsent emails

                                                                                                              How do I find out which emails were not sent?
                                                                                                            • How to add a % Growth column for year-over-year comparison (2024 vs 2025)

                                                                                                              Hello, I am trying to build a monthly revenue comparison between 2024 and 2025 in Zoho CRM Analytics. My current setup is: Module: Deals (Affaires) Filter: Stage = Closed Won Date field: Closing Date Grouping: By Month Metrics: Sum of Amount for 2024,
                                                                                                            • How to searchByCriteria records that are under approval?

                                                                                                              I need to search for both approved and pending approval records Is that possible with this method? Or I need to a different method? var priceReqID = $Page.record_id; log(priceReqID); var records = ZDK.Apps.CRM.Price_List_Item.searchByCriteria("Price_Request:equals:"
                                                                                                            • Power of Automation::Streamline log hours to work hours upon task completion.

                                                                                                              Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-
                                                                                                            • How to add Simple Analytics to Zoho Pages?

                                                                                                              I have a website with Zoho Pages, how do I add Simple Analytics on it? They seem to have code they need to be embedded https://docs.simpleanalytics.com/script
                                                                                                            • Product details removed during update from other system

                                                                                                              We maintain our product details in an other system. These details are synchronized with Zoho at the end of each day, through an API. This has worked perfectly sofar. But last Monday, all product codes and some other product data have been wiped during
                                                                                                            • End Date in Zoho Bookings

                                                                                                              When I give my appointments a 30 minutes time I would expect the software not to even show the End Time.  But it actually makes the user pick an End Time.  Did I just miss a setting?  
                                                                                                            • I hate the new user UI with the bar on the left

                                                                                                              How can I reverse this?
                                                                                                            • Cant seem to delete an email account

                                                                                                              Hello, I have researching for 4 days how to delete an email account and I am absolutely without a clue. The email account I am trying to delete is support<AT>fyshoes<dot>com. It's the first email account I made and it (is???) was associated with the super user (me). I have since changed it to adming<AT>fychoes<dot>com and I see the support email in my list but I just cant seem to get rid of it. Ultimately I want to associate that email account with another user that I want to add. This is really
                                                                                                            • Commerce Order as Invoice instead of Sales Order?

                                                                                                              I need a purchase made on my Commerce Site to result in an Invoice for services instead of a Sales Order that will be pushed to Books. My customers don't pay until I after I add some details to their transaction. Can I change the settings to make this
                                                                                                            • Sync desktop folders instantly with WorkDrive TrueSync (Beta)

                                                                                                              Keeping your important files backed up and accessible has never been easier! With WorkDrive desktop app (TrueSync), you can now automatically sync specific desktop folders to WorkDrive Web, ensuring seamless, real-time updates across devices. Important:
                                                                                                            • Script that deletes a record?

                                                                                                              We're using WP Plugin "Integration for WooCommerce and Zoho Pro", and have created a couple of Feeds to send data to Zoho. We are trying to create Contact records, but only based upon condition. Tried to make it with small Deluge function and Workflow,
                                                                                                            • Introducing Profile Summary: Faster Candidate Insights with Zia

                                                                                                              We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring
                                                                                                            • Import data into Multi-Select lookup field from CSV/Excel

                                                                                                              How to import data into a multi-select lookup field from the CSV/Excel Sheet? Let's say I have an Accounts multi-select lookup field in the Deals module and I want to import the Deals with Accounts field. Steps:- 1. Create/edit a multi-select lookup field
                                                                                                            • Auto Capitalize First Letter of Words

                                                                                                              Hi I am completely new to ZOHO and am trying to build a database. How can i make it when a address is entered into a form field like this: main st it automatically changes is to show: Main St Thank You
                                                                                                            • A formula that capitalises the first letter of each word

                                                                                                              Hi all, is there a zoho formula that can capitalise the first letter of each word in a string? INITCAP only capitalises the first letter of the first word.
                                                                                                            • Add Analytics function for Title case (capitalising each word in a string)

                                                                                                              At present, you can only capitalise each word in a string in Analytics during data import. It would be really useful to be able to do this with a formula column, but there is no Title Case function.
                                                                                                            • Office 365 and CRM mail integration: permission required

                                                                                                              Has anyone run into this weird problem? My email server is Office 365. When I try to configure Zoho CRM to use this server, a Microsoft popup window opens requesting user and password. After entering that, I get a message in the Microsoft window saying
                                                                                                            • Next Page