We need the ability to react to changes to a Person or Ticket being marked as Spam, and we need the ability to change the Spam status of a Person or Ticket

We need the ability to react to changes to a Person or Ticket being marked as Spam, and we need the ability to change the Spam status of a Person or Ticket

We have Desk <> CRM sync set up. When a Desk Person is marked as Spam, the CRM Contact should be updated. Instead it appears that the Desk Person has the CRMContactID value removed, so the Desk contact gets disassociated from the CRM Contact.

In our case, when a Desk Person is marked as Spam, we want to set the CRM Person "Email Opt Out" field to "Checked" so that that person will not receive any more emails from our team. This has further implications because since there is a sync for CRM <> Campaigns.

I can't figure out any way to get Desk to tell CRM when a Desk Person has been marked as IsSpam. Even in Zoho Flow we cannot get a value from the Desk Person for the field "CRMContactID" because that field is blank. I think maybe when a Person is marked as Spam in Desk, the Desk Person record gets disassociated from the CRM Contact.

So now we have hundreds or thousands of spammers that have emailed us which are glutting up our CRM. And we're now emailing them our Campaigns updates. It's a vicious cycle.

We should also be able to somehow do the reverse. That is, if a Desk Person has the IsSpam field updated to "unchecked" then we should have the OPTION to update the associated CRM contact to have the Email Opt Out field "unchecked".

  1. Allow us to create Desk Workflows that trigger when the "isSpam" Field is updated on a Person or Ticket.
  2. Inside of Desk Workflows, allow us to update the "isSpam" Field for a Person or Ticket.
  3. When a Desk Person is marked as Spam, stop disassociating the CRM Contact.
  4. In Zoho Flow, add a trigger for when a Desk Person or Desk Ticket is marked as Spam, and one for when it is marked as Not Spam.
Thanks for your help
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