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

                                                                                                          • Descargas en learn

                                                                                                            Buenos dias, yo en mis cursos para no tener que cargar los archivos que utilizare en las lecciones decidi utilizar la opcion de bloques para añadir un enlace de mi workdrive con el video que deseo para que sea todo mas organizado, pero hay un problema.

                                                                                                          • Mail delivery

                                                                                                            I initially had a problem sending any outgoing mail and was able to fix it on my own, given Zoho support never got back to me. However, despite being able to send emails now, none of my mail to different Gmail addresses are arriving, and they are not

                                                                                                          • Mermaid Support & Zoho Learn

                                                                                                            Hi Zoho Team, I’m currently working with Zoho Learn and was wondering if there’s any way to add support for Mermaid syntax to create flowcharts, sequence diagrams, and other visual elements within articles or lessons. Mermaid is widely used in technical

                                                                                                          • Blocked due to VPN

                                                                                                            Hi My account outgoing mails and IMAP access have been blocked due to using a vpn being interpreted as suspicious logins. I’ve tried to mail support but not sure if this is also blocked. This is extremely frustrating as I’m using a vpn because I’m travelling

                                                                                                          • reset admin access.

                                                                                                            I am a user under the domain @lanutraceuticals.com. I do not have admin access. Kindly let me know the administrator contact or help me reset admin access.”

                                                                                                          • Unsubscripation booked domin

                                                                                                            Kindly Un subscription booked domain

                                                                                                          • How to change Super Admin

                                                                                                            Good Day, Can someone kindly guide me on how to change the super Administrator. I have tried many times but could not succeed.

                                                                                                          • Events disappearing in Calendar

                                                                                                            To reproduce the bug: 1.- Add a new event in Calendar 2.- Type any name for the Event 3.- Click "Create" 4.- The event appears 5.- Click on the event to open it 6.- Optional: Edit the event 7.- Click OK 8.- After two seconds, the event disappears Now, click on another day and then come back to the inserted event's day. The event appears.

                                                                                                          • Mail transfer to a contact with multiple accounts

                                                                                                            Hi, Since we can only associate one email for a Contact across Zoho, would it be a problem if we want to merge our mailbox in the future? For example, Mr. Jones is the main POC for 5 accounts, once we merge our mail where would the messages go-- is it

                                                                                                          • @mention not working in Mail

                                                                                                            Am I missing something? When trying to forward a message there is a hint you could do this also by "@mention" at the end of the message. When typing (for example) "@s.." there should appear addresses from my contacts, shouldn´t it? But nothing happens! So what can I do? Best regards and thanks for any help in advance! JH P.S.: Sorry for my bad English.

                                                                                                          • Enable Zia-Powered Deluge Assistance and AI Agent Without Mandatory OpenAI Integration

                                                                                                            Hi Zoho Creator Team, Hope you're doing well. We’d like to request a feature enhancement related to Zia's AI capabilities in Zoho Creator, particularly regarding Deluge Assistance and the AI Agent. Currently, as shown in your documentation (Generate Deluge

                                                                                                          • Zoho Sign community meetup series - India

                                                                                                            Hello everyone! Zoho Sign is a comprehensive digital signature application tailor-made for Indian businesses with unique features like Aadhaar eSign, eStamping, USB/PFX signing. We are now excited to announce our first meetup series for Zoho Sign in India,

                                                                                                          • Product Updates in Zoho Workplace applications | June 2025

                                                                                                            Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this June. Zoho Mail Slideshow view for inline images in Notes View all your inline images added in a notes in a effortlessly

                                                                                                          • Assign multiple vendors to the same product

                                                                                                            Guys, My business often purchase the same product from several vendors (based on price and availability). Is it possible to assign more than one vendor to the same product? I saw this same question in this forum, from some time ago. Is this feature available or, at least, in Zoho's roadmap? If not, is there any trick to solve my problem? Without this feature, I simply cannot manage my company's inventory, limiting very much the use of Zoho CRM. Waiting for your reply. Leonardo Kuba Sao Paulo / Brazil

                                                                                                          • Is there as way to shut off the invitation when you set up a new user?

                                                                                                            Is there as way to shut off the invitation when you set up a new user?  I would like to get all my users in the system, my org structure set up and tested, etc, BEFORE I invite the users.  I did not see a way to shut of the automatic invitation email.  The only way to get around it is to set up the users with no Email ID.  However, when you do that - you get into the problem of not being able to update a user's Email ID (which makes NO sense whatsoever).  If I set up a user with an incorrect email

                                                                                                          • Manage Engine login issue

                                                                                                            App not available The app you're trying to access isn't yet available in the in data center region, where your account is present. To use ManageEngine, you can sign up for a new account in another data center region. Learn How Go to Zoho accounts Please

                                                                                                          • Zoho Creator - users "Name" Column

                                                                                                            Hi, When you add user to an application inside Zoho Creator, the system generate an account name for it. We don't have the  ability to change this name. According to Zoho creator Support (Case:11523656) : "The values displayed under 'Name' column of 'Users & permissions' section, is actually the respective account's username and not the actual name specified on the account. Usernames are system designated based on the account email address and cannot be modified from your end." We need to have the

                                                                                                          • Zoho Assist Unattended - devices disappearing

                                                                                                            Hello, I've recently introduced a new model of laptops into our environment (Lenovo Legion). We are experiencing an issue where only the latest installed agent - laptop is visible in Assist. This issue does not appear with our Dell inventory. Example:

                                                                                                          • Searchable email tab in Bigin

                                                                                                            Hi team, Could I please request a feature update, to be able to search emails within the email tab of Bigin. We have large correspondence with some agents and it would be very helpful if we are able to search from this section:

                                                                                                          • The silent force behind great customer service

                                                                                                            Customer service is known to be a demanding role. Customer service agents are expected to bring empathy, clarity, and human connection to every voice call, chat, and remote session, even if the situation requires some time for customers facing stressful,

                                                                                                          • New From Email in Zoho Desk

                                                                                                            Dear ZohoSupport, We are trying to establish a new From Address in Zoho Desk but we are facing difficulties. When trying to use the smtp.office365.com SMTP Server, after clicking the Save and Verify button, the Authentication Failed error pops up although,

                                                                                                          • Option in pipeline deal to select which hotel or branch or store if client has more than one local store

                                                                                                            Hi, I would like to know if there is an option in the deal pipeline to select which hotel, branch, or store a deal is related to—if the company has more than one location. For example, I have a client that owns several hotels under the same company, and

                                                                                                          • Aggregate SalesIQ Knowledge Base Interactions into Zoho Desk Knowledge Base Dashboard

                                                                                                            Hello Zoho Desk Team, We hope you're doing well. We’d like to request a feature enhancement related to the Zoho Desk Knowledge Base dashboard and its integration with Zoho SalesIQ. 🎯 Current Limitation When customers interact with knowledge base articles

                                                                                                          • Add Prebuilt "Partner Finder" Template with Native Zoho CRM Integration in Zoho Sites To: Zoho Sites Product Team

                                                                                                            Hi Zoho Team, We hope you're doing well. We would like to request a prebuilt "Partner Finder" template for Zoho Sites, modeled after your excellent implementation here: 🔗 https://www.zoho.com/partners/find-partner-results.html ✅ Use Case: Our organization

                                                                                                          • Admin Visibility and Control Over Group Chats in Zoho Cliq

                                                                                                            Hello Zoho Cliq Team, We hope you're doing well. While we appreciate the current capabilities in Zoho Cliq — including the ability to restrict who can create group chats and configure user permissions — we would like to request several enhancements to

                                                                                                          • Update Regarding Zoho Finance Applications' Domains For API Users

                                                                                                            Hi users, Until now, both the Zoho Finance apps and their APIs shared a common domain. We've recently introduced separate domains for APIs. You can now start using the new domains for API calls. The old domains will not work for API users starting April

                                                                                                          • Ability for Agents to Initiate Voice Calls With Site Visitors Without Active Chat Session

                                                                                                            Dear Zoho SalesIQ Team, Greetings, We would like to request a feature enhancement related to the voice call functionality in Zoho SalesIQ. Current Limitation: At the moment, voice calls can only be initiated by agents after a chat session has been started

                                                                                                          • Add new Card

                                                                                                            How do you add a new credit card to a contact with Zoho API as can be done on web.  I am not able to find way to do this with Books API, CRM API or Subscriptions API.  This is an issue for our company as we do migration from a different system.  I can add card to a subscription through Subscriptions API, but some of our customers may not have a subscription, but only invoices set up in Zoho Books.  Is there any way in Zoho API to add new credit card to contact/customer?

                                                                                                          • Benchmark for Using Mail Merge in Service Order Scopes

                                                                                                            Hello, I was wondering if Zoho CRM has a benchmark or best practices for utilizing Mail Merge in service order scopes. Specifically, I'm looking for guidance on how to effectively integrate this feature for creating and managing service orders, especially

                                                                                                          • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

                                                                                                            Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

                                                                                                          • Why don't we have better integration with Mercado Pago or Pagseguro?

                                                                                                            Currently, the integration between Zoho Commerce and Mercado Pago for Brazil is very poor... Since it is old, it does not include the main payment method in Brazil today, which is PIX. Is there a date for this to finally be launched? There are numerous

                                                                                                          • two columns layout

                                                                                                            it's actually frustrating to not have this feature, I actually had to convince my employer to subscribe to zoho forms and integrate it with zoho crm, but because of this feature not beeing provided, our forms looks unnecessarly long and hideous. 

                                                                                                          • Sync Zoho Desk Help Center Category Icons to SalesIQ Articles

                                                                                                            Dear Zoho SalesIQ Team, Greetings, We are using the integration between Zoho SalesIQ and Zoho Desk to sync articles from our Zoho Desk Knowledge Base into SalesIQ. While this integration works well for syncing article content, we’ve noticed a visual inconsistency:

                                                                                                          • Company Name not pre-populating when using Quick Create: Contact

                                                                                                            Hi Devs, This has bugged me for a long time, and it's a simple UX design change to solve it. Problem: Users creating Contacts not linked to Companies/Accounts Cause: When a user creates an Opportunity where after browsing the Contacts they realise they

                                                                                                          • Spell Checker in Zoho desk

                                                                                                            Is there a way to set always check spelling before sending? Outlook does this and it is a handy tool to avoid typos

                                                                                                          • Enable Sync of SalesIQ Article Interactions to Zoho Analytics for Unified Knowledge Base Reporting

                                                                                                            Dear Zoho SalesIQ and Zoho Analytics Teams, Greetings, We’d like to formally request an enhancement to enable SalesIQ article interaction data to be synced with Zoho Analytics, so that we can obtain a unified view of our knowledge base performance metrics

                                                                                                          • How to enter membership share, sold or reimburse

                                                                                                            Hello, First, I am just begining taking care of the accounting of my organisation, and new also to Books. In Books, our accounting plan has an account #3900 - Share capital, that cumulates the share our member pay. How do I write a sale or a reimbursement

                                                                                                          • Ability for me to take the issued PDF certification on successful completion of a course then push to zoho sign in order that it is digitally certified

                                                                                                            How can I take the issued PDF certification on successful completion of a Zoho Learn course then trigger a workflow to push to Zoho Sign in order that it is digitally certified, hosted on the blockchain and then push to Zoho Workdrive to be hosted off

                                                                                                          • Candidates rejection process

                                                                                                            Is there a way to get ZOHORecruit to automatically send out an email to candidates that are rejected?

                                                                                                          • Multi file upload

                                                                                                            Hi, I just wonder if one could upload multiple files in one shot, say between one and three files, without adding multiple File Upload fields? Thanks, Alalbany

                                                                                                          • Next Page