Automation #15: Automatically Adding Static Secondary Contacts

Automation #15: Automatically Adding Static Secondary Contacts



Rockel is a top-tier client of Zylker traders. Marcus handles communications with Rockel and would like to add Terence, the CTO of Zylker traders to the email conversations. In this case, the emails coming from user address rockel.com should have Terence looped in automatically as the secondary contact.

Like Zylker, many users have the requirement to include secondary contacts while communicating with their customers. Here's for you the custom function to automatically add static secondary contacts while responding to an email.

Prerequisite
1. Enable Secondary Contacts (CCs) in Tickets. 
Navigate to Setup >> Customization >> General Settings >> Tickets >> Secondary Contacts (CCs) in Tickets >> Configure(If not enabled) or Edit Configuration(If enabled), select the department to which you want to implement the automation.


2. Create a Connection
To establish a connection, perform the following steps:

      2.1 Go to Setup and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho OAuth under Default Connection.
      2.4 Give the connection name as secondarycontact.
      2.5 Under Scope choose the below scope values:
            Desk.search.READ
            Desk.tickets.READ
            Desk.tickets.UPDATE
            Desk.tickets.CREATE
            Desk.contacts.READ
            Desk.contacts.UPDATE
      2.6 Click Create and Connect.
      2.7 Click Connect and click Accept.
Connection is created successfully.

Create a Workflow Rule
1. Go to Setup, choose Workflows under Automation.
2. Under Workflows, click Rules >> Create Rule.
In the Basic Information section
3. Select Tickets under Module.
4. Enter a Rule Name and Description for the rule.
5. To activate the rule, select the Active checkbox. Click Next.
In the Execute on section, follow these steps:
6. Select Create checkbox to execute this rule every time a new ticket is created. Click Next.
7. In the Criteria section, specify the criteria as "Email contains @zylker.com" and click Next
8. In the Actions section, click the + icon and select New next to Custom Functions.
9. Enter a name and description for the custom function.
10. Under Argument Mapping, give a desired Method Name. Map the arguments as below:  
   10.1 In the Argument Name field , type ticketId, and from the Value drop-down list select Ticket Id under Ticket Information.
   10.2 In the Argument Name field , type ticketContactId, and from the Value drop-down list select Contact Id under Contacts Information.
   10.3 In the Argument Name field, type orgId, and from the Value drop-down list select specify custom value and enter your Zoho Desk. OrgId. To  get Zoho Desk OrgId, navigate to Setup >> Developer Space >> API.                  
11. In the script window, insert the Custom Function given below:
  1. //--------------- User Input -----------------
  2. Email = "STATIC_EMAIL_ID"; // Static email ID
  3. deskURL = "https://desk.zoho.com";
  4. //-----------------------------------------------
  5. logs = Collection();
  6. secondaryContacts = list();
  7. ticketDetails = zoho.desk.getRecordById(orgId, "tickets", ticketId, "secondarycontact");
  8. logs.insert("ticketDetails": ticketDetails);
  9. secondaryCC = ticketDetails.get("secondaryContacts");
  10. if (secondaryCC != "" && secondaryCC != null)
  11. {
  12. secondaryContacts = secondaryCC.toList(",");
  13. }
  14. searchParam = Map();
  15. searchParam.put("from", 0);
  16. searchParam.put("limit", 1);
  17. field1 = "email:" + Email;
  18. encryptEmail = zoho.encryption.urlEncode(field1);
  19. searchParam.put("field1", encryptEmail);
  20. contactSearch = invokeurl
  21. [
  22. url: deskURL + "/api/v1/contacts/fieldSearch"
  23. type: GET
  24. parameters: searchParam
  25. connection: "secondarycontact"
  26. ];
  27. logs.insert("contactSearch": contactSearch);
  28. if(contactSearch != null && contactSearch.get("data") != null && contactSearch.get("data").size() > 0)
  29. {
  30. contactId = contactSearch.get("data").get(0).get("id");
  31. }
  32. else
  33. {
  34. createConatctParam = Map();
  35. lastName = Email.getPrefixIgnoreCase("@");
  36. createConatctParam.put("lastName", lastName);
  37. createConatctParam.put("email", Email);
  38. createContact = invokeurl
  39.     [
  40.      url: deskURL + "/api/v1/contacts"
  41.      type: POST
  42.      parameters: createConatctParam.toString()
  43.      connection: "secondarycontact"
  44.     ];
  45. logs.insert("createContact": createContact);
  46. contactId = createContact.get("id");
  47. }
  48. logs.insert("contactId": contactId);
  49. if(contactId != null && contactId != ticketContactId)
  50. {
  51. secondaryContacts.add(contactId);
  52. updateParam = Map();
  53. updateParam.put("secondaryContacts", secondaryContacts);
  54. updateTicket = invokeurl
  55.     [
  56.         url: deskURL + "/api/v1/tickets/" + ticketId
  57.         type: PATCH
  58.         parameters: updateParam.toString()
  59.         connection: "secondarycontact"
  60.     ];
  61. logs.insert("updateTicket": updateTicket);
  62. }
  63. info logs ;
Note: In Line 1 Email = "STATIC_EMAIL_ID", replace the "STATIC_EMAIL_ID" with the email address you prefer to be added in the secondary contact automatically. eg:  Email = "terence@zylker.com"
12. Click Save to save the custom function
13. Click Save again to save the workflow.

We hope this custom function fosters your experience with Zoho Desk. Stay tuned for regular updates and insights on our automation features in this space.

    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

      • Recent Topics

      • open multiple notes at a time.

        Hey there, New to Notebook and liking it, but one thing that's really a bother is not being able to open more than one note at a time, either in a new window or in a new tab. Often times, I like to copy/paste from one note to another or compare drafts

      • Let’s Talk Recruit: Forms that think before you do!

        Welcome back to our Let's Talk Recruit series. In our previous post, we shared highlights from our community meetups held across India. This time, we’re talking about something that often gets overlooked but makes a huge difference once you set it up

      • PEPPOL Support Needed for Zoho Books in Europe

        I'm reaching out to discuss the urgent need for PEPPOL support in Zoho Books for European users. With Belgium mandating B2B e-invoicing via PEPPOL starting in 2026, many of us are struggling to manage invoices without this integration. While Zoho Books

      • Allow Equity Accounts to be Used for Expenses

        Currently, when entering an Expense or Bill, the Expense Account (account to be debited) allows for accounts in any of these categories to be chosen: COGS Expense Other Current Liability Fixed Asset Other Current Asset Noticeably missing are Equity Accounts.

      • メール一括配信の未送信のメールについて知りたい

        メール一括配信の後の、未送信のメールの数は添付のようにシステムから連絡がくるのですが それらの対象者を知りたい。レポートなど一覧で知りたい。 また配信対象者なのに（担当者、リード）の メールの履歴に配信したメールの件名でさえ表示されないのはどう理解したらよいのか知りたいです。 また、これらの人をレポートで一覧で出す方法を教えてください。把握したいためです。

      • How do I add the time zone for the each recipient/subscriber

        Hi, I've read that Zoho allows for emails to be sent at a certain time based on the recipient's time zone. How do I add the time zone for the each recipient/subscriber? Thanks!

      • Zoho Formsから獲得した見込み客をSaleIQでトラッキングし、そのトラッキング情報をCRMに集約することは可能でしょうか？

        Zoho formsを活用しています。 Zoho CRM、Zoho SalesIQと連携するよう設定しており、Zoho formsから獲得した見込み客の情報はCRMに連携されるのですが、トラッキング情報はZoho CRMの見込み客データ内の 関連リスト 訪問-Zoho salesIQ にデータが反映されません。※添付画像参照ください 考えられる原因や対策などありましたら教えていただけないでしょうか。 よろしくお願い致します。

      • Find and Merge Duplicates to trigger webhook

        My sales team uses the Find and Merge Duplicates feature often to cleanup records in the CRM. We use webhooks to signal to our internal tools database when new Contacts are created, updated, or deleted, in order to keep our DB in sync with Zoho CRM. However,

      • Marketer’s Space: Using Zoho CRM Data for Dynamic Content and Personalization in Zoho Campaigns

        Hello Marketers! Welcome back to Marketer’s Space. Do you want to send emails or SMS that feel less like mass messages and more like one-on-one conversations? By integrating Zoho CRM with Zoho Campaigns, you can pull in rich customer data and use it to

      • Add Attendees to Session months before the Event

        I need to manually add Attendees to Sessions right away for an event that's taking place in 6 months so that the Speaker can communicate with them in advance of the event. How can this be done?

      • Override Auto Number field?

        We are preparing to migrate from Salesforce. In Salesforce, we auto-generate a unique number on our Opportunities (Potentials). If the Opportunity results in a contract, we use that unique number as the Contract number. There are some situations where

      • Switching hosts while meeting is occuring

        We had a team meeting in Zoho Meetings this morning, but the person listed as the host had to leave the meeting early. We looked for an option to set me to host, but didn't see the option, and we incorrectly assumed that it would be like Zoom in that

      • Refund Form Can’t Reverse “Bank Charges” Line — Throws Off Reconciliation

        Zoho, When we pay a vendor, the Payment screen lets us add a “Bank Charges” amount (we post a $1 processing fee there). Perfect. But on the Refund popup there’s no matching field, so the refund can only return the net expense. If our processor sends back

      • Trigger for Validation Rules

        Currently in Zoho CRM we can set a trigger for workflows, blueprints etc in a custom deluge function But Validation Rules are missing For example if I run a custom function to update a record, it bypasses the validation rules It would be really beneficial

      • ZOHO Desk blocking emails from creating tickets

        Hi We have been noticing some issues since last week ZOHO Desk is not creating a ticket which is still in our affiliate mail box.

      • how to install desk

        how to install desk

      • How to turn off ability to share Knowledge-base article with social networks

        Is there a way to deactivate the link at the bottom of a Knowledge-base article so that it can not be shared via Facebook or Twitter?

      • Automatically Hide Unauthorized Sections from Agent Interface in Zoho Desk

        Hello Zoho Desk Team, We hope you're doing well. We’d like to submit a feature request regarding the user experience for agents in Zoho Desk who do not have permission to access certain sections of the system. 🎯 Current Behavior At present, when an agent

      • Is there a way to prevent a user from removing a payment method on a live, recurring subscription?

        As it stands, if you allow users to remove payment methods, they can do so on live subscriptions. This leaves the sub without a payment method. The user should be able to REPLACE the card with a new one, but not remove all payment methods. We have had

      • Assistance Required: Report Export to Excel and WorkDrive Upload via Deluge

        I'm working on automating a scheduled workflow in Zoho Creator that needs to run weekly. The goal is to: Export a report from Zoho Creator in Excel (.xls or .xlsx) format, and Upload the exported file to a specific folder in Zoho WorkDrive using a Deluge

      • Kanban View for Projects.

        At our organization, we describe active projects with various statuses like "In Proofing" or "Printing" or "Mailing". In the Projects view, one can set these project statuses by selecting from the appropriate drop-down. While this works, it's difficult to view and comprehend the progress of all of your projects relative to each other in a table. Creating a Kanban view for projects where I can move them from one status to another allows me to see where each project is in the order of our workflow.

      • Useful enhancements to Mail Merge in Zoho CRM

        Dear Customers, We hope you're well! We're here with a set of highly anticipated enhancements to the Mail Merge feature in Zoho CRM. Let's go! Mail Merge in Zoho CRM integrates with Zoho Writer to simplify the process of customizing and sharing documents

      • How can I see the actual copy sent to the specific contact?

        I have setup a journey in Marketing Automation and created addition of contact in a specific list as the trigger, emails are sending to the contacts, but I can't see the actual copy sent to any specific contact in the list. Please guide me, where can

      • Client Script for Task Module

        When do we expect the client script for the tasks module?

      • Formula Fields inside of Blueprint Transitions

        We would like to have formula fields inside of blueprint transitions. We type in currency fields and would like to see the result inside of a formula field. Our use case: Send out a price for XY 1. Filling out cost fields 2. See gross profit

      • inventory based on bills and not physical stock

        Hello, I have noticed a very annoying issue with zoho books/inventory. I use composite items. If I have an sub assembly item on back order, I am unable to make up the composite item, even when I have received the goods and it is in my stock. I have to convert the PO into a BILL in order for the item to show as 'Accounting Stock'. The problem is that the supplier Invoice is not shipped with the goods, but can follow even a week later. So I have to make the bill have a 'dummy name and number' until

      • Using Zoho Inventory for managing Item compatibilities

        Use case: Using Zoho Inventory for managing (as an example) aftermarket car parts, where a single part can suit many makes, models and years. How do most businesses assign and manage compatibility for each part? Do ZI users typically do this using multi-select

      • Unable to enter manual journal entries in AR/AP.

        Hi there, i am facing some problem relating to AR/AP. I want to make some entries in AR/AP through manual journal. for example. some time I send cash 500 to Mr. A (Customer) for any purpose and then after 2 or 3 days Mr. A returned back 700 to me and

      • Questions regarding WorkDrive

        Here are my questions regarding WorkDrive: Does WorkDrive have a limit on the number of downloads? What will happen if a file is downloaded excessively? Does WorkDrive have any restrictions on download speeds? Are there any limitations on downloading

      • How to record tips from customers

        I run a cleaning service business and on occasion customers include a tip with their check payment. How can I record the amount paid for service and the tip separately? Any amount over the invoice is looked at as an overpayment and suggest a credit note

      • Multi-currencies in Zoho Books

        I'd like to request multiple currencies in Zoho Books. I have customers paying in USD, CAD, CNY. I need to bill customers in these currencies too. I can set up a base currency, and then set up a exchange-rate table to convert these currencies.

      • I want refund of Zoho standard subscription on WEB payment

        Hi, Kindly help to refund the WEB payment made on 13/07/2025 for Zoho standard annual subscription. I didn't find the software useful for my project. Regards

      • Is Conditional display of field(s) possible in a Canvas Customer Portal?

        Is Conditional display of field(s) possible in a Canvas Customer Portal? How?

      • Automate Backups

        This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.

      • View Linked Subscription on Invoice list

        When looking at the list of invoices in billing is it possible to see the subscription that an invoice is for. This would allow you to see if it's a subscription a customer is behind on, or they simply haven't paid a one time invoice.

      • Recording Credit Card Fees when Recording Payment for Bills

        It seems I am unable to record credit card fees when paying a bill. I pay close to 100% of my bills with a company credit card via online portals. I'm happy for the CC fess to be recorded as Bank Charges but it will not allow that field to be used if

      • Workerly/Zoho One Pricing

        Hi What is the pricing model that is suppose to be as a Zoho One user? If i use the services of a freelancers or temp workers (Sometimes for a few hours a week/month), I need to purchase a zoho one license for each of them as well as workerly licenc

      • DKIM

        I have my DKIM in Titan, which is another email service provider. I get this notification on my portal. What shall I do? ( Improve the deliverability of emails sent from Zoho Social by adding DKIM (DomainKeys Identified Mail) records to your DNS settings.

      • Show All Notes For A Single Record

        I would like to be able to view a list of all Notes for a particular record. We can add several (unlimited) Notes for the Leads, Contacts, Accounts and Potentials records. The subject line and some of the note content for up to 10 notes is visible on the first page. You can select the arrow to view additional notes in the list. I would like a button next to the New Note button that says View All. This would bring up a printable list of all notes listed in descending order by Modified Time (newest

      • Zoholics Europe 2025: Build Smarter with the Zoho Creator Low-code Workshop!

        Why should you attend? This year, Zoholics Europe 2025, Zoho’s official user conference, is your opportunity to connect directly with the teams behind the tools you use every day. Don’t miss one of the most requested sessions: dedicated, hands-on workshop

      • Next Page