Custom Function: Post_and_Update_Comments_in_Zoho_Desk
Zoho Desk is a customer service software which allows you to address customer concerns. This custom function can be used to add or update comments in Zoho Desk whenever they are added or updated in Qntrl.
The comments will be added to the tickets created from Qntrl cards. If the specified card is not available in Zoho Desk as a ticket, a new ticket will be created and the comment will be added to it.
Prerequisites
- This custom function will only work when it is triggered from a business rule and is executed when adding or updating a comment.
- The comments will be posted in Zoho Desk from the card requestor’s account. However, the name of the user who commented on the card will be mentioned.
Business Scenario
Steps to configure the custom function
1. Configure the Arguments
orgName : Specify your organization’s name. This will be available in Qntrl’s URL ( core.qntrl.com/blueprint / <orgName>/<module>).
requestorName : Choose the Requestor Form Field here. You can also specify the name of the card requestor.
jobTitle : Specify the title of the card the comment must be added to or updated on. You can choose the Title Form Field here.
jobID : Choose the Card ID Form Field here. You can also specify the ID of the card. This will be available in the Card URL core.qntrl.com/blueprint/ <org-name>/<job>/<jobID>).
deskOrgID : Specify your Zoho Desk organization ID.
departmentID : Specify the Zoho Desk department ID the card is available in.
comment : Enter the comment that needs to be added or updated. You can choose the Comments Form Field here.
jobCommentID : Specify the ID of the comment. You can choose the Comment ID Form Field here.
2. Provide authorization using Connections
1. Invoke Connections to authorize your Qntrl account.
Click the +Connections button in Custom Functions . A new tab will open in your browser.
Click Add Connection in the top-right corner.
Choose Zoho Oauth from the Pick Your Service tab.
Enter a Connection Name and choose the Scopes : 'Orchestly.job.ALL', 'Orchestly.user.ALL', 'Orchestly.attachment.ALL', 'Desk.contacts.READ', 'Desk.search.READ', 'Desk.contacts.CREATE', and 'Desk.tickets.ALL' to connect.
2. After successful authentication, include the connection details in the response block of the custom function.
e.g: connection : "<Connection-name>"
Post_and_Update_Comments_in_Zoho_Desk is a part of Qntrl's pre-define custom functions available in Function Gallery. However, you can also write your own custom functions in Qntrl.
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