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

                                                                                                          • Introducing WhatsApp integration in Bigin

                                                                                                            Greetings! In today's business landscape, messaging apps play a significant role in customer operations. Customers can engage with businesses, seek support, ask questions, receive personalized recommendations, read reviews, and even make purchases—all

                                                                                                          • Zoho People Leave Application Module Error: Leave balance has exceeded as on 09-07-2025.

                                                                                                            Dear All I need to check how do i resolve the issue of Error: Leave balance has exceeded as on 09-07-2025. All my leave have this issue

                                                                                                          • Power of Automation:: Daily Time log summary broadcast to Zoho Cliq using Schedule Custom Functions

                                                                                                            Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:

                                                                                                          • When Calls Ends, Creating Note with the call description by deluge code

                                                                                                            Hi, i need help with writing deluge code function, to scenario is like this - i want to create a workflow thats after 10 that the call ends the deluge function will create a new note in module calls that link the note in module calls to the his lead ticket

                                                                                                          • Default Memo from Custom Field (from Bill) when Paying with Check

                                                                                                            Hi, we are using "Pay via Check" option to pay for our Bills in Zoho Books. I would like the memo on the check to pull directly from one of the custom field values within the Bill. Is there any way I can do this? The memo that I need is already on the

                                                                                                          • Wouldn't it be great to have an option to schedule sending emails in Zoho mail? Schedule send feature request

                                                                                                            The subject says it all - but just to clarify: This is to request a new feature that would allow users to schedule the delivery of an email for a given date & time. In small companies it is quite common to work unsocial hours on customer emails. But some

                                                                                                          • Static vs Standard Subforms - New Feature; But how does it work?

                                                                                                            I've just noticed that we now have the option of static or standard subforms, but I can't find any posts on the new feature. So, how does the new subform type work?

                                                                                                          • 【Zoho CRM】翻訳機能のアップデート

                                                                                                            ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、翻訳機能のアップデートをご紹介します。 翻訳機能が拡張され、Webタブ、レイアウト、セクション、ウィザード、ウィザード画面、セグメントも翻訳できるようになりました。 翻訳をエクスポートする際に、これらの要素に対応する用語もエクスポート先の言語で追加されます。 ※過去の関連記事はこちらから まず、翻訳の設定画面から「エクスポート」を選択してください。すると、TXT形式のファイルがローカル環境に出力されます。

                                                                                                          • Trying to make zoho invoice have a button

                                                                                                            Hello I am getting this error with the code below. Anyone know how to fix? Check and update the code in line 5 as there is a Exception : Variable 'invoice_id' is not defined // Define Organization ID (Replace with your actual Zoho Invoice organization

                                                                                                          • Duplicate Contacts - how to get merge or delete

                                                                                                            I have noticed that our list of contacts in Zoho Desk duplicates contacts periodically. I have yet to identify when or why. How do I merge or delete them? I see there is a "Deduplicate" but I am unable to find anything that explains this feature.

                                                                                                          • Another nightmare experience with a "Zoho Partner": Cloud Z Technologies

                                                                                                            I found "CloudZTech" on fiverr and I hired them to do a simple $300-$500 task. They did not deliver on time and I was forced to fire them. You guys must watch out for these fake ZOHO PARTNERS, 99% of them don't have the expertise necessary to help. I

                                                                                                          • Pickup and delivery

                                                                                                            Some of our products are pickup only and some delivery. Is there a way of doing this in commerce. Plus we give volume discount to all customers. We handle this in Books using pricelist and range pricing. Is there a way of doing this within commerce.

                                                                                                          • Unable to change the "credentials of login user" option when creating a connection

                                                                                                            I want to create a new Desk connection where the parameter to use 'credentials of login user' is set to YES. I'm able to create a new connection but am never given the option to change this parameter. Is this a restriction of my user profile, and if so,

                                                                                                          • How can you train the Zia Bot for Desk

                                                                                                            I added the Zia bot to my portal, but it's rarely able to answer questions, even when I have dedicated articles for the question.  How can I best train it? Should I change the title of my articles, add more information inthe body copy?

                                                                                                          • Direct Download Link

                                                                                                            I saw how to share off a document to the public, which is great, but I was also wondering if there is a way to get a direct download link for a zoho doc. I would like to be able to simply send people my documents without them having to find download on the zoho page (not hard, but just for convenience)

                                                                                                          • Form responses to quote process

                                                                                                            Hello, so I am new to Zoho One. I'm fairly confident what I want to do can be done I just need guidance on how to accomplish it. I have a Zoho Form. When a customer fills out the form I want to generate a quote (that I will email to them, I do NOT want

                                                                                                          • i keep see there is a connetion issue connecting 3rd party api on zoho when using zia

                                                                                                            hi there , i have set up open ai api to zoho zia (copied and pasted to zoho zia) but I keep getting notificaiton "there is a connetion issue connecting 3rd party api on zoho" when using zia on top when click zia and try to type in word there

                                                                                                          • IPv6 MX Support in 2025

                                                                                                            There are multiple discussion on this community on IPv6 adjacent issues though the most pressing issue for IPv6 support is not solved yet the support team seems to not understand what is the issue and is steering the conversation to the wrong and misleading

                                                                                                          • Zoho Books Quote - Client cannot accept quote

                                                                                                            We are using the Zoho One plan and some of our clients have reported that they cannot accept the quote when we select their email at the bottom to send the quote to. When trying to accept, the quote prompts a message saying "You are not allowed to accept

                                                                                                          • Reckon Accounts Hosted to Zoho Finance

                                                                                                            Hi Everyone I want to transition from Reckon Accounts Hosted to Zoho Finance, as I have numerous other tasks in Zoho One, and it seems logical to make the move. (Reckon has a QuickBooks back end & is hosted on Assure now, think) I would really like to

                                                                                                          • Flex Your Creativity – A New component to Canvas in Zoho CRM

                                                                                                            Hello Everyone We’re excited to introduce Flex, a new component for Canvas in Zoho CRM! Flex is here to give you greater control over how your data is displayed in your layouts. This component enables responsive layouts that adapt across different screen

                                                                                                          • Vendor Assignment issue for staff in User Roales

                                                                                                            there is a limitation in software that we can't assing Vendors to our staff - we can only assign Customers on staff wise!! There is a limitation of this software that in case i want to assign limited vendors to my staff - it's not possible. Either i will

                                                                                                          • Zoho Desk Community Portal Not Displaying Custom Styling Correctly

                                                                                                            Hi Zoho Community, I’m struggling to get a custom community portal in Zoho Desk to display my branding and styling correctly, and I’d love some help troubleshooting this for a client’s support portal. Details: Setup: Zoho Desk (Professional plan, latest

                                                                                                          • Remove or hide default views

                                                                                                            I'm looking to only have the views pertinent to my organization. Is there a way to show only my custom views (or separate them to a different area or something)? If not, this should be a feature as switching from Zendesk we had this option...

                                                                                                          • Wie kann ich einen Nutzer löschen?

                                                                                                            Wir haben Zoho one. Es handelt sich um einen ehemaligen Mitarbeiter.

                                                                                                          • Function #46: Auto generate list of lapsed customers using Custom Button

                                                                                                            Hello everyone, and welcome back to our series! Customer retention is one of the key factors that impact the long-term success and sustainability of a business. High customer retention rates indicate satisfied customers, quality products or services,

                                                                                                          • Before Going To The Qc stage , site ready ness file upload mandtoty how to achive this in the blue print transition

                                                                                                            Before Going To The Qc stage , site ready ness file upload mandtoty how to achive this in the blue print transition Is it possible on click of the predelivery Transition show the alert message if site ready ness file upload empty also not move the stage

                                                                                                          • Announcing new features in Trident for Windows (v.1.28.5.0)

                                                                                                            Hello Community, Trident for Windows is here with exciting new features to help you stay productive and make collaboration simpler. Let’s dive into what’s new! Slash commands are now supported in the Cliq module. You can now use slash commands from the

                                                                                                          • Convert time to string and remove second

                                                                                                            Hello everyone, I have a question that I can't figure out on my own. How to convert time into string (singleline) and remove second. Like HH:mm. If I convert it as below, the result becomes null. Thank you very much. input.Time.tostring("HH:mm") result:

                                                                                                          • Has anyone imported items and included the storage bin?

                                                                                                            We have a large amount of Inventory Items. We would like to import these into Zoho Inventory but while we can import the majority of data, the storage bin refuses to map. Has anyone successfully imported the data and mapped the bin?

                                                                                                          • Terms & Conditions add a rule.

                                                                                                            Hi I'd like to format my T&C's to auto format a Deposit amount based on the Total. "Quotation is valid for 7 days from the date of issue. A 75% deposit ( R .00 )is required to confirm the booking. The remaining balance ( R .00)is due upon project completion.

                                                                                                          • Zoho Inventory Feature Roadmap Visible To All

                                                                                                            Hello, please consider making your feature roadmap visible to us users so that we know what to expect in future. This may appease current users who are seeking clarification on feature implementation dates, so that they can make an informed decision whether

                                                                                                          • send file to ftp or another external service

                                                                                                            i'v created a zoho creator application for take a picture and rename it by phone. Now i need to send Each renamed pictures to my ftp or to specific folder on google drive...then, delete it from creator. (every picture recived it will processed by another program and stored on my Erp) HOW CAN I DO ??

                                                                                                          • Feature Request - Improved booking layouts, specifically for individual booking links

                                                                                                            I would like to see more layout options and specifically to have the meeting description beside the calendar booking function, when sharing booking links to specific consultations/meetings. Below is a screenshot from Calendly. I love this layout and it

                                                                                                          • Set Conditional and Dependent Rules for Issues in Zoho Projects

                                                                                                            An Issue Layout is a customizable form to add and update information about a specific issue. The fields in the issue layout can be changed dynamically based on user requirement using the issue layout rules. Consider a scenario where an electrical fluctuation

                                                                                                          • Accounting on the Go Series-56: e-Way Bill Module in the Mobile App – A Handy Solution for Indian Businesses

                                                                                                            Hello everyone, Managing e-Way bills just got more convenient with the Zoho Books mobile app! For businesses operating under the GST regime, e-Way bills are essential for tracking the movement of goods. Previously, you had to log in to the web app to

                                                                                                          • Copying records from a Custom Module into Deals

                                                                                                            Hello, I recently created a custom module to handle a particular type of order/transaction in our business. Having got this up and running I've realised that it would be much better to use the Deals module with a different layout instead. We've entered

                                                                                                          • Creator App on Mobile - Workflow "On Create / Edit - On Load" not triggered ?

                                                                                                            Hi Everyone, I built an application to track assets, which is used both at the office (desktop) an in the field by technicians (mobile app). In the field, technicians open an existing form and add rows to a subform at some point. One field they have to

                                                                                                          • HOW TO VIEW INDIVIDUAL COST OF NEWLY PURCHASED GOODS AFTER ALLOCATING LANDED COSTS

                                                                                                            Hello, I have been able to allocate landed costs to the purchase cost of the new products. however, what i need to see now is the actual cost price (original cost plus landed cost), of only my newly purchased products to enable me set a selling price

                                                                                                          • Custom Function to get custom field of lookup type in Books

                                                                                                            Hi, Here's the situation. In Purchase Order, there is a custom field (lookup) to SO. The requirement is to update to the related SO if PO get updated Right now facing challenge to get the id of custom field (lookup) in PO. Please find below the sample

                                                                                                          • Next Page