Create workflow triggers with custom functions and update data.

Using Custom Function in Zoho Desk

Custom functions are easy to program scripts, which helps you to update the data in related help desk modules or other third-party applications. When a record matches the workflow criteria, workflow engine automatically triggers the custom function and update the records. With custom functions, you can program custom scripts using the Deluge Script (powered by Deluge, Zoho's proprietary language), associate them to workflow rules, and automate the business process. See Also Deluge Script - Reference Guide

Business Scenarios
  • 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.

Target Audience
  • Helpdesk Administrators who will configure workflow automation rules
  • Programmers with REST API and Deluge Script skills
Permission Required
Users with the Helpdesk Automation permission profile can access this feature.
Check Feature Availability and Limits

The custom function runs independently from other automation actions. It doesn't follow a specific order and can happen simultaneously with other actions you've set up. For example, if you're creating a workflow that includes adding comments, updating fields, and running a custom function, the custom function will happen alongside these other actions without a set sequence.

Set Up Custom Functions
Custom functions can be set up in three simple steps:
  • Create a custom function.
  • Associate custom function to a workflow rule.
  • Test custom functions integration.

To create a custom function:
  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 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.

To test the custom function integration:
  1. You must add a record in Zoho Desk according to your workflow rule criteria.
  2. Check for the record received from Zoho Desk via the custom function in your application.
  3. Modify your custom function code in Zoho Desk, if the record wasn't received or there was a mismatch in your application.
  4. 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 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 helpdesk 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.
  • Limits for Custom Functions:
    • Function Executions - 50,00,000 calls/month.
    • Statements - 2,00,000 statements/execution.
    • Integration Tasks - Unlimited.
    • Invoke URL - 75,000 daily.
    • Send Email - 2,500 daily.

Error Messages and Details
Here are a couple of failure messages you might encounter while using custom functions:
  • Error executing email task - A 'send mail' task could not be executed.
  • Error evaluating invoke api task : {0} - API calls could not be executed.
  • Wrong DataType specified. The Template Variable {0} should be of type {1} - You had mentioned a data type as string but had provided an integer value in the 'set variable' task.
  • Error in executing {0} task - An integration task could not be called under the 'call function'.
  • Unable to update template variable {0} - An expression could not be executed.
  • Error evaluating  INVOKE URL Function - Either the configured parameters are wrong or there is no proper response from the URL.

 Related Topics     Program a New Function    |    Gallery Functions

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                          Manage your brands on social media

                                            Zoho Desk Resources

                                            • Desk Community Learning Series


                                            • Digest


                                            • Functions


                                            • Meetups


                                            • Kbase


                                            • Resources


                                            • Glossary


                                            • Desk Marketplace


                                            • MVP Corner


                                            • Word of the Day


                                              Zoho Marketing Automation

                                                Zoho Sheet Resources

                                                 

                                                    Zoho Forms Resources


                                                      Secure your business
                                                      communication with Zoho Mail


                                                      Mail on the move with
                                                      Zoho Mail mobile application

                                                        Stay on top of your schedule
                                                        at all times


                                                        Carry your calendar with you
                                                        Anytime, anywhere




                                                              Zoho Sign Resources

                                                                Sign, Paperless!

                                                                Sign and send business documents on the go!

                                                                Get Started Now




                                                                        Zoho TeamInbox Resources



                                                                                Zoho DataPrep Resources



                                                                                  Zoho DataPrep Demo

                                                                                  Get a personalized demo or POC

                                                                                  REGISTER NOW


                                                                                    Design. Discuss. Deliver.

                                                                                    Create visually engaging stories with Zoho Show.

                                                                                    Get Started Now









                                                                                                        • Related Articles

                                                                                                        • Programming New Custom Functions

                                                                                                          Deluge, an abbreviation formed from - Data Enriched Language for the Universal Grid Environment is an online scripting language integrated with Zoho services. With this script, you can add different types of business logic to the custom functions. ...
                                                                                                        • Creating Functions in Zoho Desk

                                                                                                          Functions are pluggable workarounds that let you accomplish tasks that is not doable out-of-the-box. For example, let' s assume that you want to prioritize customer tickets based on their sales probability in Zoho CRM. However, this option cannot be ...
                                                                                                        • 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 ...
                                                                                                        • Optimal Utilization of Custom Functions and APIs

                                                                                                          Developers can enhance the performance of software applications by writing code efficiently. In Zoho Desk, when integrating or customizing the Desk account, developers can minimize the frequency of API calls and redundancy in code by following the ...
                                                                                                        • Introduction to Zoho Desk

                                                                                                          Help Desk is a department in an organization that is in charge of providing the support needed by customers while using the company's product or a service. Customers contact the help desk when they have a question or a problem and a product expert ...
                                                                                                          Wherever you are is as good as
                                                                                                          your workplace

                                                                                                            Resources

                                                                                                            Videos

                                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                            eBooks

                                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                            Webinars

                                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                            CRM Tips

                                                                                                            Make the most of Zoho CRM with these useful tips.



                                                                                                              Zoho Show Resources