Support API addrecords notification for a contact associated with many accounts

Support API addrecords notification for a contact associated with many accounts

We are creating Zoho support requests via the API.  The requests are being created in Zoho, but they are not triggering email notifications to our support staff like the other support requests that get created through email / sms channels.

We have a workflow rule to trigger emails to support staff upon creation of support requests.

We are also passing "notify:true" in as a parameter to the API request:

  1.     ZOHO_API_ADD_REQUEST = "https://support.zoho.com/api/xml/requests/addrecords"
  2.     params = {
  3.         "ticket": get_api_ticket(),
  4.         "apikey": settings.ZOHO_SUPPORT_TOKEN,
  5.         "department": "Customer Support",
  6.         "portal": "PORTALNAME",
  7.         "xml": xml,
  8.         "notify": "true"
  9.     }
  10.     r = requests.get(ZOHO_API_ADD_REQUEST, params=params)

The xml is in the form:

  1. <requests>
      <row no="1">
        <fl val="Subject">{message}</fl>
        <fl val="Account Name">ACCOUNT NAME</fl>
        <fl val="Contact Name">Alerts</fl>
        <fl val="Product Name">Product Name</fl>
        <fl val="Email">CONTACT_EMAIL</fl>
        <fl val="Status">Open</fl>
      </row>
    </requests>








My question is whether there needs to be a relationship between the CONTACT_EMAIL address and the ACCOUNT_NAME account.  Does that contact need to exist and be associated with the account?

We could like to set up a single "Alerts" contact to be associated with many accounts and have a support request inserted through the addrecords API generate an email to our support staff.  Does this jive with your internals?











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