Creating Buttons for Tickets
Buttons allow users to perform a specific action with a click, such as create, edit, delete, or notify. In Zoho Desk, default buttons facilitate common actions such as sharing tickets, creation of records, selecting views, cloning records, or navigating to other modules.
In addition to these, users often have to access other applications, websites, execute custom workflows while creating a ticket or updating record information. Using custom buttons, users can easily access these applications from within the Desk interface.
Business Scenarios
Tourism and Hospitality - View travel packages, itinerary, and reservations based on the traveler's location
A custom button can directly take the agent to the list of travel packages and booking options that are available for a specific location. For example, if the traveler has selected Europe as the destination, then upon clicking the Check packages and bookings button, the agent will be redirected to the list of tour packages and hotels available in Europe.
Using the field "Destination" as a placeholder in the button URL, you can ensure that the link appends the exact location and fetches only relevant details. This can save a considerable amount of time and also ensure data accuracy.
Mortgage and insurance industry - Refer plans, coverage details, and also track the lender's details
Agents can refer to the company's term insurances, plans, benefits, and payout details while addressing a customer issue from the ticket. The custom button can redirect them to the company's policy page for quick reference. If the issue is shared or transferred to another department for resolution, based on the custom button permission, the respective agent can verify the details before processing. This saves time and maintains data authenticity as agents refer the company's valid resource for information.
Service industry - Notify, escalate, or streamline communication within the organization and outside
Subscription cancellations during ongoing term often requires approval from the manager. The agent can use the Approval required button from the ticket detail view to send a notification to the manager. Likewise, a customer reporting the unavailability of a product or service that they tried to book from the website can be escalated to the respective vendor using the Alert Vendor or Inventory button. An email can also be sent to the customer when the product or service is available.
Service industry - Find the customers exact location using coordinates and share with the service agent
Customer's exact location can be spotted using the right coordinates in the navigation service URL. For example, the latitude and longitude can be fetched from the customer record and used to plot the location in MapQuest or similar apps. Using these fields as placeholders will prevent the agents from entering the values manually in the maps, reducing inadvertent errors. Clicking View Location from the ticket will show the agents the exact location of the customer, helping them navigate easily. Additionally, based on the location, the service team can assign the ticket to an agent who is nearby, ensuring quicker service.
Interior design and construction - Create a project in Zoho Projects from ticket
Interior design and landscaping requests require the respective teams to evaluate customer requirements, plan and design, track and monitor milestones, and prepare budgets, which can be done in Projects. When such requests are sent to the support agents, they can quickly create a project in Zoho Projects from the ticket using a custom function. A custom button in the ticket titled Create Project can initiate this flow without manual intervention.
A custom function will be triggered when the agent clicks the Create Project button in Zoho Desk.
- Fetch ticket details – Necessary fields such as customer name, request details, priority, and category.
- Create a project in Zoho Projects – Use Zoho Projects API to create a new project with predefined templates.
- Link the project to the ticket – Store the project reference in the Zoho Desk ticket custom field for tracking.
Points to remember
- Buttons can be created ONLY for the Tickets module. We are extending this functionality to other modules as well.
- Buttons can currently be placed only on the Ticket Detail page - More option.
Enabling custom button permission
By default, the administrator will have the permission to create custom buttons. They can enable it for other profiles based on the requirement.
To enable custom button permission
- Log in to your Desk account as an administrator.
- Navigate to Setup > User Management > Profiles.
- Select a profile, go to Administrative Permissions and toggle Button.
Users under this profile will have the permission to create buttons.
Creating custom buttons
Users who have the permission to configure buttons can create, edit, and delete buttons.
While creating buttons, the following details must be configured:
Module and layout
Button can be created for the Tickets module; by default, the module will be selected. Depending on the requirement, the button can be added to all or specific layouts.
Button location
The button will be displayed on the tickets detail page for quick access.
Button action
Opening an URL
Upon clicking the button, the user can be redirected to the desired page. For example, if the user wants to check the cost or subscription plan, then the URL in the button should be eg., www.zylker-subscription-plans.com.
Likewise, you can insert placeholders in the URL to ensure that the URL is tweaked as the value mentioned in the field to show the exact results. This can be particularly useful in the service industry to fetch location based on longitude or latitude. Agents can quickly lookup Account or Product details of a customer if Account or Product ID are used as placeholders. Upon clicking the button, the exact record link from the respective modules will open. The URL can be opened in the same tab, new window, or new tab as per convenience.
Custom function execution
After successfully executing the custom function, an acknowledgment message will be displayed, confirming the successful execution along with the button name.
Permission to access the button
A button can be added to all or specific layouts, however, as admin, you can restrict the profiles that can view the button. For example, if you only want support managers to handle tickets related to subscription cancellations, then button to access the plans and editions can be made accessible only to them. While other agents can still address the ticket, they will not be able to view the button.
To create custom buttons
- Navigate to Setup > Customization > Buttons.
- Click New Button.
- In Basic Information, enter Button name and Description.
By default, the Tickets module will be selected. - In Button Properties, do the following:
- In Location, select Detail View Page - More actions and select a Layout where the button will be placed.
- In Actions, select Existing Custom Function, New Custom Function, or Open a URL.
- For Open a URL, do the following:
- Enter the URL you want users to access through the button.
- Click Insert Placeholder to select a desired placeholder for the button URL.
- Choose Open the URL in: New Tab, New Window, or Same Tab.
- For a custom function, select a function or create a new one.
While creating a new Function provide the Argument Mapping > Enter Function Script > Save. - In Profile Permission, select the profiles that can access the button from the drop-down list.
Viewing and filtering buttons
Users with the permission to configure buttons can see all the buttons that are created in a department. They can view buttons created in other departments also if they have access to it. The list view will show the following details about each button:
- Button name
- Location
- Profiles that can access the button
- Action type - URL or function
- Modified time and user name
- Status - Active or Inactive - Buttons can be filtered by their status.
Disabling, editing, and deleting the button
Unused buttons can be disabled by the users who have the permission to create buttons.
Just toggle the button to disable it. Once disabled, the button will not be displayed in the ticket detail page. Likewise, a button can be edited or deleted as per requirement. Hover on the button to edit or delete.
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