Automation#21: Track Ticket Transfers Across Departments

Automation#21: Track Ticket Transfers Across Departments


Hello Everyone!
With Halloween just around the corner, we'd like to let you know the Zoho Desk team is always there to sweep away your customer service troubles!
This week, we’re excited to introduce a custom function that tracks tickets moved between departments.
While Zoho Desk has simplified customer service, keeping your support team stress-free and your customers happy often requires thoughtful adjustments. Zylker Techfix found a great solution with this feature. They handle services for different gadget types under specific departments, but sometimes tickets accidentally end up in the wrong department. Agents moved them to the correct one, but needed a way to track these transfers. By using the Time Entry feature and a custom function, they generated reports of all moved tickets effortlessly.

Here’s the custom function that utilizes the Time Entry feature to track tickets transferred between departments.
Prerequisites
1. Create Custom Fields
To track tickets moved from one Department (call it Dep A) to the other Department (call it Dep B) or vice versa, 
1.1 Go to Setup (S) >> Customization >> Layouts and Fields. Select Time Entry under Layouts and the Department (let's say Dep B) to which you would like to move the ticket. 
1.2 Create three custom single line fields in the Time Entry layout of the respective department (Dep B) . Click on the layout, 
1.2.1 Add a single line field with a label From department.
1.2.2 Add another single line field with a label To Department.
1.2.3  Add the third single line field with the label Agent Name.
1.3 Note the API names for the the single line fields to insert into the custom function. 
To find the API name, Click on the Gear wheel icon of the single line field. Click on Edit Properties, you will find the API Name under the Edit Field. Refer to Create Custom Fields. 
NotesIf you would like move the ticket from Dep B to Dep A, create the similar fields in the time entry layout for Dep A.
2. Create a connection
      2.1 Go to Setup(S) and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho OAuth under Default Connection.
      2.4 Set the connection name as ticket_time_entry_add.
      2.5 Under Scope, choose the below scope values:
             Desk.tickets.READ
             Desk.tickets.UPDATE
      2.6 Click Create and Connect.
      2.7 Click Connect and click Accept.
Connection is created successfully.

Create a Workflow Rule
1. Go to Setup(S), choose Workflows under Automation. 
2. In Workflow Rules, select the Department (Dep B) to which you want to move the tickets. 
3. Under Workflows, click Rules >> Create Rule.
In the Basic Information section,
4. Select Tickets from the drop-down menu under Module.
5. Enter a Rule Name and Description for the rule.
6. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.
7. Click Next.
In the Execute on section, follow these steps:
8. Select Create.  
9. Click Next.
10. Leave the Criteria section blank and click Next. 
11. In the Actions section, click the + icon and select New next to Custom Functions.
12. Under Basic Information, enter a Name and Description for the custom function.         
13. Under Argument Mapping, give a desired Method Name. Map the argument mapping as below: 
       13.1 In the Argument Name field, type ticketId and from the Value drop-down list, select Ticket Id under the Tickets Section.                                         
14. In the script window, insert the Custom Function given below:
  1. //----------- User Input -------------
  3. fromDepartmentFieldAPIName = "cf_from_department";
  4. toDepartmentFieldAPIName = "cf_to_department";
  5. agentAPIName = "cf_agent_name";
  6. //----------- Configuration ------------------
  7. logs = Collection();
  8. timeEntryParam = Map();
  9. cf = Map();
  10. historyParam = Map();
  11. historyParam.put("from",0);
  12. historyParam.put("limit",1);
  13. historyParam.put("fieldName","departmentId");
  14. ticketHistory = invokeurl
  15. [
  16. url :deskURL + "/api/v1/tickets/" + ticketId + "/History"
  17. type :GET
  18. parameters:historyParam
  19. connection:"ticket_time_entry_add"
  20. ];
  21. logs.insert("ticketHistory":ticketHistory);
  22. if(ticketHistory != null && ticketHistory.get("data") != null)
  23. {
  24. historyDetails = ticketHistory.get("data").get("0");
  25. logs.insert("historyDetails":historyDetails);
  26. if(historyDetails.get("eventName") == "TicketUpdated" && historyDetails.get("eventInfo").get(0).get("propertyName") == "Department")
  27. {
  28.   departmentDetailsChanges = historyDetails.get("eventInfo").get("0").get("propertyValue");
  29.   previousDepartment = departmentDetailsChanges.get("previousValue").get("name");
  30.   currentDepartment = departmentDetailsChanges.get("updatedValue").get("name");
  31.   agent = historyDetails.get("actor").get("name");
  32.   departmentChangedTime = historyDetails.get("eventTime");
  33.   cf.put(fromDepartmentFieldAPIName,previousDepartment);
  34.   cf.put(toDepartmentFieldAPIName,currentDepartment);
  35.   cf.put(agentAPIName,agent);
  36.   timeEntryParam.put("executedTime",departmentChangedTime);
  37.   timeEntryParam.put("cf",cf);
  38.   logs.insert("timeEntryParam":timeEntryParam);
  39.   createTimeEntry = invokeurl
  40.   [
  41.   url :deskURL + "/api/v1/tickets/" + ticketId + "/timeEntry"
  42.   type :POST
  43.   parameters:timeEntryParam.toString()
  44.   connection:"ticket_time_entry_add"
  45.   ];
  46.   logs.insert("createTimeEntry":createTimeEntry);
  47. }
  48. }
  49. info logs;
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 3, add the API name of the From Department created in the Time Entry Layout.
c. In Line 4, add the API name of the To Department created in the Time Entry Layout.
d. In Line 5, add the API name of the Agent Name created in the Time Entry Layout.
15. Click Save to save the custom function.
16. Click Save again to save the workflow.
If you would like to move the ticket from Dep B to Dep A, create  the workflow rule in Dep A as well. 
Creating Ticket Tracking Reports
To track the ticket moved from one department, you can generate Reports under Analytics. 
Go to the Analytics module >> Choose Reports >> Add Report >> Select Tickets module and Time Entry under Related modules. Refer to Create Custom Report.
This custom function will help you keep an eye on your ticket movements, ensuring that none of your important tickets go missing!
Wishing you a delightful Halloween filled with joy and treats, along with a wonderful fall season! 🎃🍂
Until next week,
Warm regards,
Lydia Kiruba | Zoho Desk 


    Access your files securely from anywhere






                      Zoho Campaigns Resources


                            Zoho Developer Community



                                Bootcamp
                                Community
                                Pricing
                                Webinars
                                What's New
                                Integrations
                                Contact Support
                                Contact Sales

                                  Zoho Survey Resources
                                    Features
                                    Survey Templates
                                    Integrations
                                    Community
                                    iOS Mobile Surveys
                                    Pricing
                                    Android Mobile Surveys
                                    Insurvey Blogs
                                    Insight Blogs
                                    Tips & Tricks





                                                Latest Feature Updates
                                                  What's New in Zoho Desk

                                                  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

                                                   
                                                    
                                                  What's New in Zoho Desk

                                                  • Desk Community Learning Series


                                                  • Meetups


                                                  • Ask the Experts


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner





                                                      Zoho SalesIQ Resources

                                                            • Sticky Posts

                                                            • Register for Zoho Desk Beta Community

                                                              With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

                                                            • Share your Zoho Desk story with us!

                                                              Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

                                                            • Tip #1: Learn to pick the right channels

                                                              Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

                                                            • Welcome to Zoho Desk Community - Say hello here!

                                                              Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

                                                            • Webinar 1: Blueprint for Customer Service

                                                              With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing


                                                            Manage your brands on social media
                                                            Access Zoho Social

                                                              Zoho Pagesense Resources


                                                                  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 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