Custom Actions Gallery - Zoho Desk

FAQs: Custom Actions Gallery

Custom actions gallery includes a set of custom actions that help you automate key tasks, like assigning tickets, adding/removing tags, adding followers/comments, sending email replies, replying and notifying via instant messaging, sharing ticket and sending cliq notifications. They can be deployed by workflow rules, along with existing actions, such as alerts, tasks, field updates, custom functions, and other actions. Actions will be triggered once the associated workflow rule met the criteria.  
 
For example, when you receive multiple tickets of the same type, you may want to track and sort them. You can do this by adding tags to the tickets. But instead of tediously adding tags manually, you can automate the process by incorporating the Add Tags action with your workflow rule. Similarly, you can remove applied tags by incorporating the Remove Tags action. 

See Also >> Custom Actions Gallery

How do I associate a custom action with a workflow rule?

To associate any action with your workflow rule:
  1. Go to Setup > Automation > Workflows.
  2. At the top of the Workflow Rules page, click Create Rule.
  3. On the New Workflow page, fill in all the required fields in the Basic Information, Execute On, and Criteria sections.
    Refer to Creating Workflow Rules to learn more.
  4. In the Actions section, click the Plus icon () and select an action to associate from the drop-down list.
  5. On that specific action page, enter a Name for the action and fill in all the mandatory fields based on your requirements.
  6. Click Save.
    Once you click save, the action will be associated successfully with your workflow rule.
See Also >> Assign Ticket.

How do I add or select a placeholder in a custom action?

For some actions, like Assign Ticket, Add Comment, Send Email Reply, Add or Remove Tags, or Add Followers, you might need to add a placeholder to a field.

To add or select a placeholder for a custom action:
  1. Click the Empty Double Curly Brackets {} in the applicable fields of your custom actions. The Select Placeholders pane will appear on the right side of the screen.
  2. Select a placeholder to be inserted in the corresponding field of the custom action.
    The selected placeholder can eventually be replaced with actual data.


Can I share a ticket with multiple departments at once using the Share Ticket custom action?

No. As of now, you can only share a ticket with a single department. But you can associate the Share Ticket action five times with your workflow rule, sharing a ticket with a different department each time.

How do I create templates for instant messaging (IM)?

To create templates for instant messaging, follow the steps given below:
  1. Go to Setup > Channels > Instant Messaging > Canned Messages.
  2. Click Create Canned Message at the top.
  3. On the Canned Message page, enter a name, tags, and a message.
    Note: You can insert placeholders in the Message field.
  4. Click Save.
Note: You can use your saved template for the Reply via Instant Messaging and Notify via Instant Messaging custom actions.

Can automatic notifications be sent to customers through IM channels?

Yes, automatic notifications can be sent to customers via IM channels, such as WeChat, Line, WhatsApp, and Telegram by associating the Notify via Instant Messaging custom action. Notifications will not be associated with tickets, but they can be viewed within the applicable IM account.

Example: You can send booking confirmations, notices about subscription renewals, and reminders of due dates for periodic payments via IM channels.
 
To learn more >> click here.

Can agents send automatic responses to the tickets through IM channels?

Yes, agents can send automatic responses to tickets through IM channels, such as WeChat, Line, WhatsApp, and Telegram by associating the Reply via Instant Messaging custom action with their workflow rules.
 
Example: When a customer inquires about a shipment, you can send them an auto response with the product code, delivery date, status, and tracking code. This can be especially useful if the customer sends an inquiry outside the organization's business hours. 

Can I set up automated replies to the emails I receive from a customer?

Yes, whenever you receive an email from a customer, you can set up a default text reply, eliminating the need for manual replies. You can use the Send Email Reply action to draft your reply and set it to send automatically.
 
Example: Let's say an issue arises and causes system downtime. This will likely result in emails from multiple customers. It's not possible to reply to each customer manually, so you can create a workflow rule associating custom actions from the Custom Actions Gallery. Using this workflow rule, you can automatically trigger a reply email to the customers. 

What are incoming webhooks, and how do I insert an incoming webhook URL in the Cliq Notification?

Incoming webhooks are used for posting messages in other applications. Incoming webhook creation provides you with a unique URL to which you can send a text message as a JSON payload.

To insert an incoming webhook URL:
  1. Navigate to https://cliq.zoho.com.
  2. Click on your profile icon and select Bots & Tools under the Cliq Options section.
  3. Select your preferred bot.
  4. Click Edit Handlers and scroll down. Press Edit Code below the Incoming Webhook Handler of your selected bot.
  5. Remove the existing code in the Response Object field and insert the following code:
    text = body.get("message"); // Retrieve the message from the request's payload.
    text = text.replaceAll(" "," ");  // Replace the non-breaking space value with a string of empty spaces.
    text = text.replaceAll("<br />","\n"); // Replace the break element with the new line element.
    text = text.replaceAll("<b>","*"); // Replace the HTML bold element (<b>) with cliq's markdown support (*).
    text = text.replaceAll("</b>","*"); // Replace the HTML bold element (</b>) with cliq's markdown support (*).
    text = text.replaceAll("<i>","_"); // Replace the HTML italic element with cliq's markdown support (_).
    text = text.replaceAll("</i>","_"); // Replace the HTML italic element with cliq's markdown support (_).
    text = text.replaceAll("<h1>","# "); // Replace the HTML Heading1 element (h1) with the Heading1 element (#) of cliq's markdown support.
    text = text.replaceAll("</h1>","# "); // Replace the HTML Heading1 element (h1) with the Heading1 element (#) of cliq's markdown support.
    text = text.replaceAll("<h3>","### "); // Replace the HTML Heading3 element (h3) with the Heading3 element (###) of cliq's markdown support.
    text = text.replaceAll("</h3>","### "); // Replace the HTML Heading3 element (h3) with the Heading3 element (###) of cliq's markdown support.
    text = text.replaceAll("<[^>]*>",""); // Clear the element syntax.
    response.put("text",text);



  6. Click Save.
  7. Copy the incoming webhook endpoint Url.
    Sample Url    : https://cliq.zoho.com/company/64396901/api/v2/bots/sampletesting/incoming 
  8. On the left panel, select Webhook Tokens and click Generate New Token.
  9. Copy the new token that is generated.
  10. Append the copied token to the incoming webhook endpoint URL as below:

    This URL will be your incoming webhook URL.