Zoho Desk - Prévenir les agents à l’expiration d'un article

Zoho Desk - Prévenir les agents à l’expiration d'un article


Zoho Desk propose plusieurs solutions pour automatiser les flux de travail en fonction de vos besoins. Dans cet article, nous mettons en lumière une fonctionnalité qui alerte votre équipe lorsque des articles de la base de connaissances arrivent à expiration, garantissant ainsi un contenu toujours pertinent et utile pour vos clients.
Une base de connaissances est un référentiel d’informations qu’une organisation met à disposition de ses employés, clients, partenaires et autres parties prenantes pour leur permettre de mieux comprendre ses offres. Ces informations peuvent prendre diverses formes, telles que des blogs, des guides d’utilisation, des livres blancs, des newsletters, des mises à jour de produits ou encore des FAQ. Afin de maintenir des informations à jour, Zoho Desk permet de définir des dates d’expiration pour les articles. Une fois expirés, ils sont automatiquement retirés du Centre d’aide, et, par défaut, seule une notification est envoyée à leur propriétaire.

Comment créer cette fonction client

Prérequis

  1. Configurer une connexion

    1. Accédez à Setup >> choisissez Connections sous Developer Space.
    2. Sélectionnez Créer une connexion
    3. Sélectionnez Zoho OAuth sous Default Connection
    4. Donnez à la connexion le nom , eg - deskconnection
    5. Désactivez le bouton pour les informations identifiant
    6. Sous Scope, choisissez les valeurs "Desk.articles.READ"
    7. Cliquez sur créer et connecter
    8. Cliquez sur "Connecter" puis sur "Accepter"
    9. La connexion est établie

  2. Créer un calendrier

    1. Allez au setup, choisissez "Planifications" sous "Automatisation"
    2. Sélectionnez "Nouvelle planification"
    3. Sous "Ajouter une planification", saisissez le nom de la planification et la description de la règle
    4. Sous l'onglet "Exécuter", définissez la date et l'heure de début d'exécution de la planification
    5. Dans l'onglet "Répéter", sélectionnez «Tous les jours», puis «Tous les [1] jours». Sélectionnez les jours en fonction de vos préférences et définissez «Fin» sur «Jamais». Cliquez sur "Terminer". Le programme s'exécutera ainsi les jours sélectionnés.

    1. Dans la section "Fonctions", cliquez sur "Créer une fonction"
    2. Saisissez un nom et une description pour la fonction personnalisée
    3. Dans la fenêtre de script, insérez la fonction personnalisée ci-dessous :
    4. Cliquez sur "Enregistrer le script"
    5. Cliquez sur "Enregistrer" pour ajouter la fonction personnalisée.
    6. Cliquez à nouveau sur "Enregistrer" pour valider la programmation.
  1. // ----<<<< User Inputs >>>>----
  2. subjectOfNotificationEmail = "Zoho Desk - Article Expiry Notification"; // provide subject based on your preference
  3. commaSeperatedToAddresses = "email address1, email address2";//provide email addreses of team members
  4. currentDateString = zoho.currentdate.toString("yyyy-MM-dd");
  5. //Expiring/Expired Today
  6. fromString = currentDateString + "T00:00:00.000Z";
  7. toString = currentDateString + "T23:59:59.999Z";
  8. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;  
  9. //change .com based on your DC
  10. getArticle = invokeurl
  11. [
  12. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
  13. //change .com based on your DC
  14. type :GET
  15. connection:"deskconnection"
  16. ];
  17. emailBody = "";
  18. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
  19. {
  20. articlesList = getArticle.get("data");
  21. emailBody = emailBody + "<div> <b> List of articles expiring/expired today </b>";
  22. for each  article in articlesList
  23. {
  24. webUrl = article.get("webUrl");
  25. title = article.get("title");
  26. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
  27. }
  28. emailBody = emailBody + "</div> <br> <br>";
  29. }
  30. //Expiring Tomorrow
  31. currentDateString = zoho.currentdate.addDay(1).toString("yyyy-MM-dd");
  32. fromString = currentDateString + "T00:00:00.000Z";
  33. toString = currentDateString + "T23:59:59.999Z";
  34. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
  35. //change .com based on your DC
  36. getArticle = invokeurl
  37. [
  38. url:"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
  39. //change .com based on your DC
  40. type :GET
  41. connection:"deskconnection"
  42. ];
  43. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
  44. {
  45. articlesList = getArticle.get("data");
  46. emailBody = emailBody + "<div> <b>List of articles expiring tomorrow </b>";
  47. for each  article in articlesList
  48. {
  49. webUrl = article.get("webUrl");
  50. title = article.get("title");
  51. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
  52. }
  53. emailBody = emailBody + "</div> <br> <br>";
  54. }
  55. //Expiring in 7 days
  56. currentDateString = zoho.currentdate.addDay(7).toString("yyyy-MM-dd");
  57. fromString = currentDateString + "T00:00:00.000Z";
  58. toString = currentDateString + "T23:59:59.999Z";
  59. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
  60. //change .com based on your DC
  61. getArticle = invokeurl
  62. [
  63. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
  64. //change .com based on your DC
  65. type :GET
  66. connection:"deskconnection"
  67. ];    
  68. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
  69. {
  70. articlesList = getArticle.get("data");
  71. emailBody = emailBody + "<div><b> List of articles expiring in 7 days </b> ";
  72. for each  article in articlesList
  73. {
  74. webUrl = article.get("webUrl");
  75. title = article.get("title");
  76. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
  77. }
  78. emailBody = emailBody + "</div> <br> <br>";
  79. }
  80. info "emailBody" + emailBody;
  81. if(emailBody != "")
  82. {
  83. sendmail
  84. [
  85. from :zoho.adminuserid
  86. to :commaSeperatedToAddresses
  87. subject :subjectOfNotificationEmail
  88. message :emailBody
  89. ]
  90. info "mail sent";
  91. }

À savoir

  • À la ligne 2, saisissez l'objet de l'e-mail de notification.
  • Dans la ligne 3, saisissez les e-mails des membres de l'équipe que vous souhaitez notifier.
  • Dans les lignes 8,12,34,38,59,63, remplacez « .com » par l'extension de domaine correspondant à votre centre de données.
Cela vous permet de assurer des mises à jour rapides et une publication fluide, permettant ainsi la pertinence de votre base de connaissances et l'accès de vos clients aux ressources les plus récentes.

L'équipe Zoho France

    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

                                              • Desk Community Learning Series


                                              • Digest


                                              • Functions


                                              • Meetups


                                              • Kbase


                                              • Resources


                                              • Glossary


                                              • Desk Marketplace


                                              • MVP Corner


                                              • Word of the Day


                                              • Ask the Experts




                                                  Zoho SalesIQ Resources

                                                        • Sticky Posts

                                                        • Desk - Astuce #5 : Déplacer les tickets entre les départements

                                                          Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles

                                                        • Zoho Desk - Nouveautés 2023

                                                          Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service

                                                        • Desk : Le cycle de vie d'un ticket - Introduction

                                                          Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.

                                                        • Zoho Desk - Chapitre 1 : Anticipez vos besoins

                                                          Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

                                                        • Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

                                                          Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres


                                                        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




                                                                                                        • Recent Topics

                                                                                                        • Integrating Chatbot with Zoho Creator Application

                                                                                                          Is it possible to integrate a chatbot with a Zoho Creator application?

                                                                                                        • How to reduce programmatically the image uploaded by user?

                                                                                                          I need a function that will automatically reduce the pixel dimension to 800 x 600 pixels / 180 resolution or (approx. 1.37MB) of image uploaded by user from digital camera, for example, 2271 x 1704 pixels /180 resolution or approx. 11.1MB. After the user selected the image, the function will able to detect if pixels is above 800x600, process the photo (crop/ reduce) and resume upload. Need help...  

                                                                                                        • Dark mode for Zoho Creator / Zoho CRM Code editor

                                                                                                          Hi Team, Is there any plans for Dark mode in Zoho creator / Zoho Crm code editor and development pages in pipeline?

                                                                                                        • Is there a way to make a button scroll down?

                                                                                                          Looking to have a button on a landing page scroll down to another section on the page. Any recomendations outside of coding?

                                                                                                        • Collective-booking event not added to all staff calendars

                                                                                                          We assign two staff to certain events. When the client books this event, it adds it to one staff calendar (the 'organiser') but not the other. How can I ensure all staff assigned to a collective booking get the event in their calendar? (A side note: it

                                                                                                        • ZOHO Android Client

                                                                                                          Hi, I installed the Android app, but it had an issue, so I reinstalled it. I was able to add multiple accounts, but now when I add the next account, it just duplicates the one I already have and will not even allow me to enter the info for another account.

                                                                                                        • I'd like to suggest a feature enhancement for SalesIQ that would greatly improve the user experience across different channels.

                                                                                                          Hello Zoho Team, Current Limitation: When I enable the pre-chat form under Brands > Flow Controls to collect the visitor’s name and email, it gets applied globally across all channels, including WhatsApp, Messenger, and Instagram. This doesn't quite align

                                                                                                        • Enhance Barcode/QR Code scanner with bulk scanning or continuously scanning

                                                                                                          Dear Zoho Creator, As we all know, after each scan, the scanning frame closes. Imagine having 100 items; we would need to tap 100 times and wait roughly 1 second each time for the scanning frame to reopen on mobile web. It's not just about wasting time;

                                                                                                        • Managing Rental Sales in Zoho Inventory

                                                                                                          I am aware that Zoho Inventory is not yet set up to handle rental sales and invoicing. Is anyone using it for rentals anyway? I'd like to hear about how others have found work arounds to manage inventory of rental equipment, rental payments, etc. Th

                                                                                                        • Megamenu

                                                                                                          Finally! Megamenu's are now available in Zoho-Sites, after waiting for it and requesting it for years! BUT ... why am I asked to upgrade in order to use a megamenu? First: Zoho promised to always provide premium versions and options for all included Zoho-applications

                                                                                                        • Zoho Flow to Creator 3001 Respoonse

                                                                                                          I have updated my Flows with the new V2 connection to Zoho Creator, but now some Flows do not work. They take in data from a Webhook and are supposed to create a record in Creator, however creator returns a 3001 message along with a failure, but I cannot

                                                                                                        • File Upload to Work Drive While Adding Records in Zoho Creator Application

                                                                                                          Hi I am trying to set a file attachment field in zoho creator form, to enable the user to upload a scanned document from their local pc. The file should be uploaded to zoho workdrive and not to the default zoho creator storage. The file link should be

                                                                                                        • Why not possible to generate?

                                                                                                          Using this https://desk.zoho.com/DeskAPIDocument#TicketCount#TicketCount_Getticketcountbyfield on my ZML script url :"https://desk.zoho.com/api/v1/ticketsCountByFieldValues?departmentId=XXXXXXXXXXX&accountId!=XXXXXXXXX&customField1=cf_country_1:XXXXXX&field=overDue"

                                                                                                        • email

                                                                                                          Hi My crm email is not working, can you check, I have zoho one account.

                                                                                                        • Need option to see Mass Emails & Cadences in Gmail Outbox OR a dedicated Zoho Outbox

                                                                                                          Hi everyone, Right now, when we send 1:1 emails from gmail (with gmail API connected to Zoho CRM), those emails appear both in gmail's sent folder and in Zoho CRM. That works well. But when we send Mass Emails or Cadence emails form Zoho CRM, they are

                                                                                                        • I can't found API for Sales Receipts

                                                                                                          Hello May you please help me to find an API document for Sales Receipts to get data and retrive a custom fields like Invoice and credit notes Regards

                                                                                                        • Kaizen #205 - Answering Your Questions | Managing Picklists and Enabling History Tracking via Zoho CRM APIs

                                                                                                          Hello everyone! Welcome back to another post in our Kaizen series. In this post, we will look at how you can manage picklist fields in Zoho CRM using APIs. This topic was raised as feedback to Kaizen #200, so we are taking it up here with more details.

                                                                                                        • Multiple Vendor SKUs

                                                                                                          One of the big concerns we have with ZOHO Inventory is lack of Vendor Skus like many other inventory software packages offer. Being able to have multiple vendor skus for the same product would be HUGE! It would populate the appropriate vendor Sku for

                                                                                                        • Internally created tickets

                                                                                                          Hi there When tickets are created internally on-behalf of customers - there is nothing to show that the ticket was created by an internal agent. This means, that it's easy for our agents to confuse tickets which were created by internal team members and

                                                                                                        • Automatically change website passwords

                                                                                                          Hi everyone, We just switched to a Professional package to also use the "Automatically change website passwords" function. But I cannot find anything about it, how to use it, anywhere. Does anyone know how I can use this function? Best, Caspar

                                                                                                        • Change Invoice Prices for an Effective Date

                                                                                                          Hi, It would be a really good feature to be able to change the prices on invoices/recurring invoices from an effective date in the event of price increases. For instance, I am in the process of increasing prices that will be effective from a specific

                                                                                                        • "Other Current Asset" accounts as "Paid Through" accounts in Expense

                                                                                                          It would be incredibly useful to be able to assign accounts of type Other Current Asset as Paid Through accounts in Expense. Currently, Other Current Liability are permitted as Paid Through Accounts. This makes sense, as Credit Cards are current liabilities.

                                                                                                        • Multi column open text questions that allows respondents to add rows for additional information

                                                                                                          I need to create a question that has 2 columns with open text, but I also need to allow respondents to click a "+" button, or something similar, so that they can add additional information if they choose to. I've tried using the Multiple Textboxes type

                                                                                                        • Bot Filtering & Apple Mail Privacy Protection Compliance in Zoho Campaigns

                                                                                                          Dear Campaigns Users, The wait is over! We’re excited to announce that the enhanced bot filtering feature is now live in Zoho Campaigns. This update brings greater accuracy to your email campaign reports by distinguishing real user engagement from automated

                                                                                                        • Découvrons les détails qui simplifient vos journées de travail avec Trident

                                                                                                          Nous nous installons dans des routines efficaces et rodées avec le temps. Chaque matin, nous ouvrons nos e-mails, passons aux messages, consultons notre agenda, puis attaquons nos tâches. Ce processus nous semble maîtrisé, mais est-il réellement optimisé

                                                                                                        • Issue with Purchase Rate Showing as “0” After Importing Items List

                                                                                                          Dear Zoho Books Support Team, Good day. I’m reaching out regarding an issue I’m facing while importing my items list into Zoho Books. Despite mapping all fields correctly and including the purchase price for each product in my Excel file, the Purchase

                                                                                                        • API for Task Entity in Zoho Books

                                                                                                          I’m working on automating task creation in Zoho Books via a custom button in the Bills Module. The goal is to create a task in the Tasks Module and assign it to the Finance Team, so they can track progress efficiently. While reviewing Zoho Books documentation,

                                                                                                        • create invoice in zoho books from the zoho forms

                                                                                                          Is there a native way to have create invoice in zoho books, when zoho form is completed?

                                                                                                        • Email undelivered

                                                                                                          GOod Day I am always receiving an uncategorized-bounce to my email. I am not sure why this is happening.

                                                                                                        • Add inventory_valuation_method to items endpooints

                                                                                                          To ensure consistent item creation it would be helpful to have the inventory_valuation_method (FIFO vs WAC) be able to be set at item creation or as an update (consistent with current behavior where it is not allowed for items with existing transactions)

                                                                                                        • Use Zoho to send sales receipts for Gocardless transactions

                                                                                                          I've been using gocardless for years and have d/d mandates set up on there. Each week we get bulk payments from customer d/d's. However, we need to send sales receipts to these customers. So I know I can sync mandates into Zoho, and then I can set up

                                                                                                        • Zoho - Gocardless sales receipts

                                                                                                          I've been using gocardless for years and have d/d mandates set up on there. Each week we get bulk payments from customer d/d's. However, we need to send sales receipts to these customers. So I know I can sync mandates into Zoho, and then I can set up

                                                                                                        • Introducing Rollup summary in Zoho CRM

                                                                                                          ------------------------------------------Moderated on 5th July'23---------------------------------------------- Rollup summary is now available for all organizations in all the DCs. Hello All, We hope you're well! We're here with an exciting update that

                                                                                                        • Introducing Connected Workflows in Zoho CRM for Everyone : Free Your Teams to Focus on What Matters

                                                                                                          Hello Everyone, We’re thrilled to introduce the next big evolution in Zoho CRM for Everyone -- Connected Workflows. This new feature builds on our commitment to deliver a CRM that’s truly inclusive, adaptable, and designed for consistent collaboration

                                                                                                        • Cooling-off Period Just Got Better: More Coverage, More Control

                                                                                                          We’ve enhanced the Cooling-off Period feature in Zoho Recruit to give you more control over repeat applications and referrals. This helps you maintain a cleaner, more efficient recruitment pipeline. With this enhancement, you can: Prevent duplicate candidate

                                                                                                        • Revenue Management: #7 Revenue Recognition in Construction & Real Estate Industry

                                                                                                          If you are in the construction or real estate business, you are used to long project timelines and progressive invoicing to keep up with your billing. But when does revenue get recognized? Will it happen when the contract gets signed? At different milestones

                                                                                                        • TikTok (and other social platform) Messages and comments of the past

                                                                                                          When I link a social channel, Zoho will show in "Inbox", "Messages" and "Contact" sections the interaction done in the past? (comment, messages...)

                                                                                                        • Restrict Employee mail deletion

                                                                                                          Dear Zoho, Is there a way where i can restrict my employees to delete any mails from their account

                                                                                                        • 554 5.1.8 Email Outgoing Blocked.

                                                                                                          Hi guys, I just singed up for mateusz.nowicki@zoho.com mail and I can't send any mails.. Why? Everytime I try to send something I got error like the one in the screenshot. Please, help me.

                                                                                                        • Zoho IP blocked by SpamHaus

                                                                                                          ERROR CODE :550 - 5.7.0 Your server IP address is in the SpamHaus SBL-XBL database, bye

                                                                                                        • Next Page