Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots
Hi everyone!
We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk.
When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through past tickets, reading conversations, and updating them manually. Imagine if your bot could automate this, retrieving ticket details and providing updates effortlessly.
Are you new to SalesIQ? Wondering what plugs and bots are?
SalesIQ offers chatbots to automate customer interactions. Using the Codeless bot builder, you can build chatbots by using cards in the bot-builder gallery. However, at times, businesses would require unique actions from the bot and for those instances, we have plugs. With plugs, you can create any specific action and bring it as a card inside the codeless bot builder, like the rest of the cards.
In this post, we will learn how to create a plug and list the customer's recent support tickets from Zoho desk.
How does this Plug work?
- The bot will get the email address of the visitor (Email card).
- Next, the bot will search and get a list of tickets associated with the respective email from Desk (Plug 1).
- Then, this ticket list will be displayed to the visitor (Single choice card).
- When the visitor selects one of the displayed tickets, the bot will fetch the neccessary ticket details. (Plug 2)
- And these details will be displayed to the visitor (Any response/input card).
Note:
- There are two plugs involved in this process, one is to display the ticket list and another is to display the ticket details.
- In this post, we will look at the plug to display the ticket list.
- The plug sample to display the ticket details is already available, click here to know more.
Plug output
How to build this Plug?
Step 1 - Create connection with Zoho Desk
- On your SalesIQ dashboard, navigate to Settings > Developers > Plugs > click on Add.
- Provide your plug a name, and description, select the Platform as SalesIQ Scripts, and finally, click on Connection to your left bottom. You will be redirected to the connection interface.
- Click on Create connection at the top right corner.
- Under Default connection, select Zoho OAuth service.
- Provide your connection name, connection link name, and choose the scopes below.
- Desk.search.READ
- Desk.contacts.READ
- Desk.tickets.READ
Note: The Connection Link Name will be used in the scripts to invoke URL tasks.- Click on Create And Connect to connect Zoho SalesIQ and Zoho Desk.
- Upon successful authentication, Zoho SalesIQ will be connected with Zoho Desk.
- The connection is successfully established.
Step 2 - Build the Plug
As we have created a connection between SalesIQ and Desk successfully, it's time to build the plug. The first step in building the plug is defining the parameters.
Input Parameters
- Name : email | Type : Email
Output Parameters
- Name : ticketList | Type : Option List
Script to get the list of tickets
- Copy the code below and paste it into your plug builder. Then, make the following changes.
- In line #8, get your Desk org ID (Settings > Developer Space > API > Scroll down to find the "OrgId").
- if(session.containsKey("email"))
- {
- email = session.get("email").get("value");
- }
- // Getting the contact ID from the email - https://desk.zoho.com/DeskAPIDocument#Search#Search_SearchContacts
- url = "https://desk.zoho.com/api/v1/contacts/search?email=" + email;
- header = Map();
- header.put("orgId","012345");
- //Change your org ID (Settings > Developer Space > API > Scroll down > "OrgId")
- getcontact = invokeurl
- [
- url :url
- type :GET
- headers:header
- connection:"zohodesk3"
- ];
- info getcontact;
- contact_id = getcontact.get("data").getJSON("id");
- info contact_id;
- url_ticket = "https://desk.zoho.com/api/v1/contacts/" + contact_id + "/tickets?sortBy=-createdTime&limit=3";
- // Get associate ticket of a contact - https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_ListContactsByIds
- get_tickets = invokeurl
- [
- url :url_ticket
- type :GET
- headers:header
- connection:"zohodesk3"
- ];
- info get_tickets;
- array = get_tickets.get("data");
- optionList = List();
- for each entry in array
- {
- subject = entry.get("subject");
- status = entry.get("status");
- display_text = subject + " - (" + status + ")";
- ticketNumber = entry.get("ticketNumber");
- optionList.add({"id":ticketNumber,"text":display_text});
- }
- response = Map();
- response.put("ticketList",optionList);
- return response;
- Then, click Save, preview the plug and Publish it.
Step 3 - Adding the plug to the Codeless bot builder
- Navigate to Settings > Bot > Add, provide the necessary information, and select Codeless Bot as the bot platform. You can also open an existing bot.
- Click on Plugs under Action cards, select the plug you have created and provide the input values for the parameters defined in the plug builder.
- Choose the %visitor.email% variable for the name.
- Provide a variable name for the ticket list.
- Use a single choice card, click on Save in bot context, give a variable name and select the context variable under dynamic suggestion.
- Then, use this plug to show the ticket details.
I hope this was helpful. Please feel free to comment if you have any questions. I'll be happy to help you.
Related links:
- Plug guides
- Codeless bot guide
- Plugs for OTP verification.
- Plug to create a lead in Zoho CRM.
- Plug for getting the status of the ticket in Zoho Desk
- Plug to schedule appointments in Zoho Bookings
- Plug to read and write data in Google Sheet
- Plug to integrate bot with OpenAI
- Plug to track ecommerce orders from Zoho Commerce
- Zobot troubleshooting page
Best regards
Sasidar Thandapani
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
Sasidar Thandapani
Arbo Bath
Ram Freedman
Sticky Posts
Big Things Just Dropped in the SalesIQ Universe: Top Upgrades You’ll Love in Nova’25
Nova'25 has landed, and it’s packed with meaningful upgrades to help you engage smarter, work faster, and scale with ease. Whether you're into proactive messaging, smarter automation, or better admin control, there's something here for everyone. Here'sPlug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots
Hi everyone! We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching throughOpenAI Alert! Plug Sample #11 - Next-generation chatbots, Zobot + ChatGPT Assistant
Hi Everyone! We have great news for all AI enthusiasts and ChatGPT users! The much anticipated Zobot integration with ChatGPT Assistant is now available with Plugs. Note: SalesIQ offers native integration with OpenAI, supporting several ChatGPT models,Automate and Personalize Engagement for Campaign Leads Using Zoho SalesIQ Chatbots
Hi everyone! In our last post, we explored how to identify, qualify, and nurture leads using SalesIQ Triggers and Zoho Campaigns integration. To recap, once visitors meet your criteria, you can add them to a Campaigns mailing list with Triggers. WhenHide Zoho SalesIQ chat widget outside operating regions to optimize engagements
Have you ever found yourself in a situation where you're receiving chat requests from locations where your business isn't operational? Having to set routing rules or manually delete chats from your logs can be tedious and time-consuming, hampering your
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
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 attachingzurl URL shortener Not working in Zoho social
zurl URL shortener Not working in while creating a post in Zoho socialIn the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to sh
Hi In the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to show alert. How We can achive in Zoho CRm Using customPower 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:-Zoho Bookings know-how: A hands-on workshop series
Hello! We’re conducting a hands-on workshop series to help simplify appointment scheduling for your business with Zoho Bookings. We’ll be covering various functionalities and showing how you can leverage them for your business across five different sessions.Custom report
Hello Everyone I hope everything is fine. I've tried to To change the layout of the reports, especially the summary page report, and I want to divide summary of each section in the survey but I can't For example: I have a survey containing five differentZoho Journey - ZOHO MARKETING AUTOMATION
I’ve encountered an issue while working with a journey in Zoho Marketing Automation. After creating the journey, I wanted to edit the "Match Criteria" settings. Unfortunately: The criteria section appears to be locked and not editable. I’m also unableCustom Fields in PDF outputs
I created a couple of custom fields. e.g Country of Origin and HS Tariff Code. I need these to appear on a clone of a sales order PDF template but on on the standard PDF template. When I select "appear on PDFs' it appears on both but when I don't selectHow to create a Service Agreement with Quarterly Estimate
Hello, I'm not sure if this has been asked before so please don't get mad at me for asking. We're an NDIS provider in Australia so we need to draft a Service Agreement for our client. With the recent changes in the NDIS we're now required to also includeChange Currency symbol
I would like to change the way our currency displays when printed on quotes, invoices and purchase orders. Currently, we have Australian Dollars AUD as our Home Currency. The only two symbol choices available for this currency are "AU $" or "AUD". I wouldPython - code studio
Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics alreadyZoho Social - Post Footer Templates
As a content creator I often want to include some information at the end of most posts. It would be great if there was an option to add pre-written footers, similar to the Hashtag Groups at the end of posts. For example, if there is an offer I'm runningAllow to pick color for project groups in Zoho Projects
Hi Zoho Team, It would be really helpful if users could assign colors to project groups. This would make it easier to visually distinguish groups, improve navigation, and give a clearer overview when managing multiple projects. Thanks for consideringZoho Books - Quotes to Sales Order Automation
Hi Books team, In the Quote settings there is an option to convert a Quote to an Invoice upon acceptance, but there is not feature to convert a Quote to a Sales Order (see screenshot below) For users selling products through Zoho Inventory, the workflowCan't find imported leads
Hi There I have imported leads into the CRM via a .xls document, and the import is showing up as having been successful, however - when I try and locate the leads in the CRM system, I cannot find them. 1. There are no filters applied 2. They are notCustom 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 buttonThe connected workflow is a great idea just needs Projects Integrations
I just discovered the connected workflows in CRM and its a Great Idea i wish it was integrated with Zoho Projects I will explain our use case I am already trying to do something like connected workflow with zoho flow Our requirement was to Create a TaskZoho Projects MCP Feedback
I've started using the MCP connector with Zoho Projects, and the features that exist really do work quite well - I feel this is going to be a major update to the Zoho Ecosystem. In projects a major missing feature is the ability to manage, (especiallyFunction #10: Update item prices automatically based on the last transaction created
In businesses, item prices are not always fixed and can fluctuate due to various factors. If you find yourself manually adjusting the item rates every time they change, we have the ideal time-saving solution for you. In today's post, we bring you customemail template
How do I create and save an email templateEnhancements in Portal User Group creation flow
Hello everyone, Before introducing new Portal features, here are some changes to the UI of Portals page to improve the user experience. Some tabs and options have been repositioned so that users can better access the functionalities of the feature. FromArchiving Contacts
How do I archive a list of contacts, or individual contacts?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 alreadyCan I add Conditional merge tags on my Templates?
Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letteremail moderation issue when email is sent in the name of a mail group
Symptom: an email that is sent by a mail group moderator in the name of a moderated mail group is held back for approval. Reproduction: Create a moderated mail group with members and moderators. Allow that mails can be sent in the name of the group (extended settings). Send an email to the group as a group moderator, but in the name of the group. This mail is held back for moderation which is unexpected. Expected: A mail sent by group moderator to a moderated group are not held back for moderationblank page after login
blank page after logging into my email account Thanks youAlways display images from this sender – Is this feature available?
In Zoho mail, I had my "Load external images" setting set to "Ask me", and that's fine. That's the setting I prefer. What's not fine though is I always need to tick "Display now" for each email I get, regardless if I've done that multiple times from severalFunction #9: Copy attachments of Sales Order to Purchase Order on conversion
This week, we have written a custom function that automatically copies the attachments uploaded for a sales order to the corresponding purchase order after you convert it. Here's how to configure it in your Zoho Books organization. Custom Function: HitFree webinar: Security that works: Building resilience for the AI-powered workforce
Hello there, Did you know that more than 51% of organizations worldwide have experienced one or more security breaches, each costing over $1 million in losses or incident response? In today’s threat landscape, simply playing defense is no longer enough."Subject" or "Narration"in Customer Statement
Dear Sir, While creating invoice, we are giving in "Subject" the purpose of invoice. For Example - "GST for the month of Aug 23", IT return FY 22-23", "Consultancy", Internal Audit for May 23". But this subject is not coming in Customer Statement. OnlyApply Vendor Credit Automatically
Hello!!! Is there a way where in we can apply vendor credits automatically on the FIRST OUTSTANDING BILL of the vendor?? We have lots of VENDOR CREDITS ISSUES mostly!!! Applying it manually is a pain for us. Would be great if we have a way to apply theZoho Notebook Sync problem
I'm facing a problem with syncing of notebook on android app. It's not syncing. Sometimes it syncs after a day or two. I created some notes on web notebook but it's not syncing on mobile app. Please help!!!!Apply Vendor Credits Automatically
We are bulk importing Vendor credits in Zoho Books!!! Is there a way to apply vendor credits automatically to the first UNPAID bill of the Vendor?Cant Save Gauge on Creator Page
How to Save Gauge on Creator Page see movie https://vimeo.com/1116410860?share=copy#t=0Apply Advance option not shown in report
We are facing an issue in Zoho Expenses. While approving an Expense Report, the "Apply Advance" option is not appearing under the three dots (More Options). Details: Module: Expense Reports Issue: "Apply Advance" option not visible Status of Report: AwaitingAuto 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 YouFollow-up emails via Workflow Automation not staying in the same thread
Dear Zoho Support Team, I am currently using Workflow Automation in Zoho Campaigns to send follow-up emails. In my test case, I noticed the following behavior: All emails in the automation have the same subject line. If the follow-up email is sent withinClient Script refuses to set an initial value in Subform field
I tried a very simple, 1 line client script to set a default value in a custom subform field when the "Add Row" button is clicked and the user is entering data. It does not work - can someone tell me why? ZDK documentation suggests this should be doable.Emails Are Not Being Delivered to My Inbox
Hello Zoho Support Team, I am experiencing an issue with my Zoho Mail account. The most important problem is that emails are not being delivered to my inbox. Details: My Zoho Mail address: info@coreforcelife.com What happens: I am not receiving any incomingHelp Center IFrame Issue
I have had a working Help Center on my website using an iframe for a while. But now for some reason the sign in page gets a refused to connect error. Can someone please help. If I go to the url manually it works correcltyNext Page