Gallery and Customized Functions - Zoho Desk Knowledgebase

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 tickets in Desk
  • Copy field values from one module to another
  • Submit ticket as a bug in Zoho Projects
  • Send auto-replies to tickets received outside of business hours
  • Reopen tickets for open tasks
  • Map contacts with accounts based on their email domain
  • Auto merge tickets with identical subject and contact
  • View contact information from the Pipl app
These pre-built custom functions can be configured and associated with workflows with minimal Deluge script skills. See Also Deluge Script - Reference Guide

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

Note:
  • Profile Permission Required: Users with Helpdesk Automation permission can access this feature.

Using Custom Functions from Gallery
Custom function can be deployed from the Gallery in three simple steps:
  • Configure a gallery function to satisfy your business needs.
  • Associate the function to a workflow rule.
  • Test custom function integration.

To configure Gallery 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. Click the Gallery link.



  6. In the Gallery page, click Configure corresponding to a gallery function.
  7. In the Configure Custom Function page, complete the following steps:
    • Select the module to be associated.
    • Under Argument Mapping section, map the argument with field name in Desk module.
    • Click Save.
      Now the gallery function is ready to be associated with a workflow rule.



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 then click Existing corresponding to Custom Functions.
  7. On the following page, select the custom function you want to associate and then click Save.

Note:
  • When you create a workflow for a specific module, you can associate only the gallery functions that are programmed for that module.

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 would not receive any email notification if the custom function integration stopped working due to issues 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 help desk administrator's email address.
  • 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.

 Related Topics     Custom Functions - Overview    |    Program a New Function

    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


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com


                              




                            

                          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 SalesIQ Resources



                                                    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. ...
                                                                                      • IM Workflows - Default Custom Actions

                                                                                        Zoho Desk offers a set of functionalities to automate and simplify the customer support process. The workflows allow you to create customizable actions and to also write custom functions to automate any of your repetitive support workflows, reducing ...
                                                                                      • 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 ...
                                                                                      • Creating Workflow Automations

                                                                                        Workflow Rules are a set of actions (alerts, tasks, field updates and custom functions) that are executed when certain specified conditions are met. These rules automate the process of sending email alerts, assigning tasks and updating certain fields ...
                                                                                      • Working With Default Custom Actions

                                                                                        Zoho Desk offers numerous functionalities to automate, customize, and simplify your customer support process. It allows you to create webhooks and write custom functions to automate your repetitive support workflows, reduce the manual ...
                                                                                      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