Creating Schedules - Zoho Desk Knowledgebase

Creating and Managing Schedules in Zoho Desk

Schedules are automated, user-defined actions that run custom actions either at a specific time or on a recurring basis. They help ensure that routine tasks are handled automatically without manual intervention. For example, a schedule can create a follow-up ticket every Monday morning or send a weekly reminder to agents about an upcoming team meeting.

In addition to this, schedules can be used to:
  1. Automatically assign unassigned tickets to specific agents at the end of the day.
  2. Notify agents when the number of tickets assigned to them reaches a predefined limit.
  3. Periodically reassign tickets from offline agents to agents who are currently available or online.
Info Permission Required
Users with the Support Administrator profile has permission to Helpdesk Automation can configure schedules.
Check Feature Availability and Limits

Notes
Note
  1. The start date of a schedule should not exceed one year from the current date.
  2. Functions should not exceed ten thousand lines of execution.
  3. Functions should run within a span of 5 mins.
  4. A maximum of 250 active schedules can be created in a Zoho Desk account. This limit applies across the entire account and includes schedules from all departments; it is not department-specific.
  5. Each department can have up to 10 schedules.

Creating schedules

Custom actions can be scheduled in two ways: by associating an existing custom function or by creating a new custom function directly from the Schedules page.

To create a schedule
  1. Navigate to Setup > Automation > Schedules. 
  2. On the Schedules page, click New Schedule.
  3. In the Add Schedule page, do the following:
  4. Provide Schedule Name and Description
  5. Click on Execute On to define the date and time at which the function should be executed.
  6. Click Repeat to set the schedule frequency or select Never
    1. Every Hour
    2. Every Day
    3. Every Week
    4. Every Month
    5. Every Year
    6. Custom
  7. Select Function that need to be scheduled
    1. Click Associate Function to choose an existing custom function.
    2. Or click Create Function to write a new function using the Deluge Script Editor.
  8. Click Save.

Writing a custom function

Schedules enable administrators to execute custom functions at predefined times or at regular intervals. Custom functions are created using the Deluge Script Editor, allowing administrators to define custom logic and configure it to run automatically through time-based scheduling.

Manual execution of schedules

Not all custom functions need to wait for their scheduled execution time. In many business scenarios, certain custom function rules must be triggered immediately. Waiting for the next scheduled run, or creating a new schedule just to execute the function instantly is not always practical. To address this, automation provides a quick way to manually execute the rule whenever required.
Notes
Note:
  1. Manual execution of a schedule is permitted only twice per day.
  2. Only active schedules can be triggered manually.

To run a schedule manually
  1. Navigate to Setup > Automation > Schedules. 
  2. Click the More icon corresponding to the schedule that needs to be executed manually.
  3. Select the Run Now option from the menu.

Managing schedule logs

All execution details for schedules, whether successful or failed are displayed in the Logs tab. The logs can be filtered to view specific information, such as entries for a particular schedule, execution status, or a selected time period.

To view logs for a specific schedule, select the More icon corresponding to the schedule and click View Logs.

To access the schedule logs
  1. Navigate to Setup ( ) > Automation > Schedules. 
  2. Click the Logs tab. (Log entries for all schedules that were run for the last seven days, irrespective of their status, will be listed by default).
To filer schedule logs
  1. Click the Filter ( ) icon in the upper-right corner to open the filter options.
  2. Choose to filter the logs stream by a schedule, status, or a particular period.
  3. Click Search to filter the logs.
Clicking Close will reset the filters to the default values.