Gallery Functions
Zoho Desk offers you the following ready to deploy custom functions in Gallery:
- Create a task due in 3 days for every new ticket
- Update new and modified accounts from Desk to CRM
- Create CRM contacts for new tickets in Desk
- Create CRM accounts for new tickets in Desk
- Copy field values from one module to another
- Submit ticket as a bug in Zoho Projects
- Send auto-replies to tickets received outside of business hours
- Reopen tickets for open tasks
- Map contacts with accounts based on their email domain
- Auto merge tickets with identical subject and contact
- View contact information from the Pipl app
These pre-built custom functions can be configured and associated with workflows with minimal Deluge script skills. See Also Deluge Script - Reference Guide
Permission Required Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits
Target Audience
- Helpdesk Administrators who will configure workflow automation rules
- Programmers with REST API and Deluge Script skills
Note:
- Profile Permission Required: Users with Helpdesk Automation permission can access this feature.
Using Custom Functions from Gallery
Custom function can be deployed from the Gallery in three simple steps:
- Configure a gallery function to satisfy your business needs.
- Associate the function to a workflow rule.
- Test custom function integration.
To configure Gallery custom function:
- Click the Setup icon (
) in the top bar.
- Click Workflows under the Automation menu.
- Click Custom Functions under the Workflows sub-menu.
- In the Custom Functions page, click New Custom Function in the upper right area.
- Click the Gallery link.
- In the Gallery page, click Configure corresponding to a gallery function.
- In the Configure Custom Function page, complete the following steps:
- Select the module to be associated.
- Under Argument Mapping section, map the argument with field name in Desk module.
- Click Save.
Now the gallery function is ready to be associated with a workflow rule.
To associate custom function to a workflow rule:
- Click the Setup icon (
- Click Workflows under the Automation menu.
- In the Workflow Rules page, click Create Rule in the upper right area.
- In the New Workflow page, provide some basic information about the workflow and click Next.
- In the following pages, specify the action for execution and the workflow rule parameters.
- Under Actions, click the Add Function icon (
) and then click Existing corresponding to Custom Functions.
- On the following page, select the custom function you want to associate and then click Save.
Note:
- When you create a workflow for a specific module, you can associate only the gallery functions that are programmed for that module.
To test the custom function integration:
- You must add a record in Zoho Desk according to your workflow rule criteria.
- Check for the record received from Zoho Desk via the custom function in your application.
- Modify your custom function code in Zoho Desk, if the record wasn't received or there was a mismatch in your application.
- Continue this test until you obtain the required data from Zoho Desk to your Application.
Important Notes
- You can associate only one custom function per workflow rule.
- A maximum of 10 support fields (arguments) can be transferred from Zoho Desk to third-party applications.
- Custom functions can be used to retrieve data from your other Apps into Zoho Desk.
- The API ticket must be updated regularly according to limits in third-party applications.
- You would not receive any email notification if the custom function integration stopped working due to issues in a third-party API.
- When a connection to the Zoho Deluge service couldn't be established, the system will re-attempt thrice before it stops sending notifications for that particular workflow. Errors, if any, can be viewed under the Failures section.
- If you exceed the maximum count per day, the system will not send remaining custom function notifications to third-party applications and will notify the failure to Administrator.
- While configuring the "send mail” (under Miscellaneous) deluge task, either the ‘from’ or the ‘to’ address must contain the help desk administrator's email address.
- When you create a service-specific "integration task" (under Miscellaneous) for the first time, that respective user’s authentication details will be stored in that service.
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