• Add a new contact or update an existing one in Zoho CRM, when a contact is created or modified in Zoho Desk. This way you can keep the contacts database in perfect sync between the apps.
  
• Add a new account or update an existing one in Zoho CRM, when an account is created or modified in Zoho Desk. This way you can keep the accounts database in perfect sync between the apps.
  
• Add a new contact or update an existing one in Zoho CRM, for every new ticket created in Zoho Desk. This allows your sales team to stay abreast of the support requirements of their leads, contacts and accounts from within the Zoho CRM account.

• Helpdesk Administrators who will configure workflow automation rules
  
• Programmers with REST API and Deluge Script skills
  

• Create a custom function.
  
• Associate custom function to a workflow rule.
  
• Test custom functions integration.
  

1. Click the Setup icon (  ) in the top bar.
   
2. Click Workflows under the Automation menu.
   
3. Click Custom Functions under the Workflows sub-menu.
   
4. In the Custom Functions page, click New Custom Function in the upper right area.
   
5. Select a function from the Gallery or write a new one using Deluge Script. 
6. Click Save.

To learn more about Deluge components, refer to Working with Deluge Script Builder

Steps to associate custom function to a workflow rule

1. Click the Setup icon (  ) in the top bar.
   
2. Click Workflows under the Automation menu.
   
3. In the Workflow Rules page, click Create Rule in the upper right area.
   
4. In the New Workflow page, provide some basic information about the workflow and click Next.
   
5. In the following pages, specify the action for execution and the workflow rule parameters.
   
6. Under Actions, click the Add Function icon (  ) and select an existing custom function.
   
   
   
   
7. Click Save.
   

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 will not receive any email notification if the custom function integration stopped working due to any issue 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 email of the help desk administrator.
  
• 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.
  

Limitations

1. Function Executions - 50000 calls/day
   
2. Statements - 200000 statements/function
   
3. Integration Tasks - 500000 API calls/month
   
4. Invoke URL - Unlimited calls
   
5. Send Email - 2500 emails/month
   
6. Custom function execution is limited to two iterations to maintain system performance, prevent unnecessary API calls, and avoid potential data issues.