Automation #16: Automate Ticket Reopening on Scheduled Timestamp

Hello Everyone!

This edition uncovers the option to schedule reopening a ticket automatically.

Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion. To efficiently follow up with its customers every month, Zylker Finance automatically reopens existing tickets on a specific date rather than creating new ones. This helps insurance agents ensure they do not miss any customer interactions.

Zylker Finance automates this process using a custom function in Schedules to ensure efficient tracking and operations management. Let's delve into the setup to understand the configurations.

Prerequisites

​

1. Create a custom date field in the Ticket layout.

Navigate to Setup >> Customization >> Layouts and Fields >> Choose the preferred department and select the layout to add a custom date field. Assign a Preferred Name to the Date Field.

Click on the gear icon of the custom date field and note the API name.

2. Fetch Department ID

To fetch department ID, go to Setup >> General >> Departments >> click on the preferred department. Go to the address bar and find the last number series in the URL; this is the department ID. Copy the ID appended in the URL and paste it into line 9 of the custom function for the departmentId value.  

3. Create a connection

3.1 Go to Setup >> Connections under Developer Space

3.2 Click Create Connection.
3.3 Select Zoho OAuth under Default Connection.
3.4 Give the connection name as deskconnection. 
3.5 Under Scope, include the below scopes

                  Desk.tickets.READ

                  Desk.search.READ

                  Desk.tickets.UPDATE

3.6 Click Create and Connect.
3.7 Click Connect and click Accept.

Connection is created successfully.

Create Schedules

1. Go to Setup >> Automation, choose Schedules.

2. Click on New Schedule in the top right corner. (Ensure that the correct department is selected.)

3. Give a preferred Name and Description for the Schedule.

4. Under Execute on, choose the preferred Date and Time for the schedule to begin execution. 

5. Under Repeat, choose the preferred frequency as Every Day. Under Ends, choose Never.

6. Under Functions, click on Create Function.

7. Give a Name and Description for the function. Paste the below custom function in the script window.

1. // ----<<<< User Inputs >>>>----
2. //Replace deskURL with the URL based on your DC
3. deskURL = "https://desk.zoho.com";
4.  
5. //Replace your custom date field's API Name
6. cfAPIName = "cf_action_date";
7.  
8. // Replace *********** with your department Id
9. departmentId = ***********;
10.  
11. // ----<<<< Initial Configs >>>>----
12. logs = Map();
13. ticketIdList = List();
14. currDate = now.toText("YYYY-MM-dd");
15.  
16. //---------------------------
17. try {
18.     // ---- start your logic from here ----
19. ticketSearch = invokeUrl
20. [
21. url : deskURL + "/api/v1/tickets/fieldSearch"
22. type : GET
23. parameters : { "from" : 0 , "limit" : 50 , "field1" : cfAPIName+":"+currDate,"departmentId":departmentId }
24. connection : "deskconnection"
25. ];
26. logs.insert("ticketSearch":ticketSearch);
27. 
    
28. if ( ticketSearch != null && ticketSearch != "" && ticketSearch.containsKey("data") && ticketSearch.get("data").size() > 0 )
29.     {
30. for each tkt in ticketSearch.get("data")
31.         {
32. ticketIdList.add(tkt.get("id"));
33.         }
34.     }
35. logs.insert("ticketIdList":ticketIdList);
36. if ( ticketIdList.size() > 0 )
37.     {
38. bulkUpdateTickets = invokeUrl
39. [
40. url : deskURL + "/api/v1/tickets/updateMany"
41. type : POST
42. parameters : { "ids" : ticketIdList , "fieldName" : "status" , "fieldValue" : "Open" } + ""
43. connection : "deskconnection"
44. ];
45. logs.insert("bulkUpdateTickets":bulkUpdateTickets);
46.     }
47. }
48. catch(errorInfo) {
49.     logs.insert("errorInfo": errorInfo);
50. }
51.  
52. info "logs: \n" + logs;

Note : In line 3, replace the URL with the Desk URL corresponding to your DC.

[ Example: For US DC, the url will be https://desk.zoho.com

                         India DC, the url will be https://desk.zoho.in

                         EU DC, the url will be https://desk.zoho.eu]

In line 6, replace cf_action_date  with the your custom date field's API Name. In line 9, give the department ID.

8. Click Save to save the script.

9. Click Save again to save the created schedule.

 

Implementation

When the custom date field matches the Execute On date in the schedule, the ticket will move to the open state.

We hope our updates enhance your experience with Zoho Desk, enabling you to offer great customer support. Stay tuned for updates on features and functions in Zoho Desk. 

• Topic Participants

• Lydia | Zoho Desk

  

• sales

• Shivani | Zoho Desk

  

• voomgroup

• 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

• Automating CRM backup storage?

  Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

• Multiple upload field CRM

  I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

• Critical Need for Global Search in Zoho FSM

  Hello Zoho FSM Team, We are currently in the process of deciding whether to fully transition to Zoho FSM for managing our field service operations. At present, our team actively uses Zoho Desk (with over 50 users) and Service Fusion, which we are considering

• Collections Management: # 1 Payment Collection is All About Convenience

  "Sir, can you come tomorrow? My manager wasn't available for the cheque sign-off", the customer said, avoiding eye contact. Ravi forced a polite smile, but inside, he felt a sense of defeat. He had already visited the customer's office twice in the last

• Can the Product Image on the Quote Template be enlarged

  Hello, I am editing the Quote Template and added ${Products.Product Image} to the line item and the image comes up but it is very tiny. Is there anyway that you can resize this to be larger? Any help would be great! Thanks

• Audio/video quality issues with Zoho Meeting – Any roadmap for improvement?

  Hi Zoho Team, We’ve been using Zoho Meeting for both internal and external meetings, and unfortunately, the experience has been consistently poor. The video and audio quality are so unreliable that it often renders meetings ineffective—especially with

• Cash based businesses cannot use the new fixed asset module

  Hello all, If your bookkeeping is reporting in cash, you cannot use the new fixed acid module, as it does all the depreciation bookings accrual and not cash. This is definitive and you can't turn them into a cash booking. They will never appear in your

• Zoho Learn & Zoho Connect

  Hi, Is there a way to sync the knowledge base we have in Zoho Learn with the manuals section is Zoho Connect? Thanks,

• Is there a problem with sharing workdrive files with links since last night?

  As per title, we can't access folders/files through share links since last night. I created ticket but we need quick solution and didn't hear back from the support yet. The files are still accessible by the main account but all zoho files that we are

• Apply Payment Received Amount Zoho Books Invoice

  Hello team here is the sample code How can apply the payment received record over a unpaid zoho books invoice. //......................... paymentID = customer_payment.get("payment_id"); organizationID = organization.get("organization_id"); paymentmaplist

• Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

  We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

• [Live Webinar] New in Zoho WorkDrive: AI enhancements, Data Loss Prevention, Version Controls, and more

  Hello everyone, We're excited to bring you another round of powerful updates in Zoho WorkDrive! Join us on May 15 for an exclusive live webinar where we’ll unveil the latest features designed to enhance your team’s productivity, collaboration, and data

• Live webinar: Streamlining legal operations: Leveraging Zoho WorkDrive for law firm success

  Hello everyone, Managing legal documents across departments and jurisdictions can be complex, but it doesn’t have to be. Join us on March 6 for an exclusive webinar where we’ll show you how Zoho WorkDrive empowers legal teams to stay compliant, organized,

• Live Webinar: Optimizing back-office operations in the manufacturing industry to maximize profitability

  Hello everyone, We’re excited to invite you to our upcoming live webinar on February 6! Discover how Zoho WorkDrive can help manufacturing businesses optimize back-office operations, improve efficiency, and boost profitability. Our product experts will

• Live webinar: 2024 recap of Zoho WorkDrive

  Hello everyone, We’re excited to invite you to our year-end live webinar! This session will take you through the transformative features and updates we’ve introduced in Zoho WorkDrive this year, helping you streamline document management like never before.

• Live webinar: Explore WorkDrive's seamless integrations with key Zoho apps

  Hello everyone, We’re excited to invite you to our upcoming live webinar, where we'll delve into the seamless integration of WorkDrive with other key Zoho applications! This is a fantastic opportunity to enhance your productivity and streamline your workflows

• Live webinar: Getting the most out of WorkDrive in Zoho Workplace

  Hello everyone, We’re excited to invite you to our upcoming live webinar, where we’ll explore how to maximize your use of WorkDrive as part of the Zoho Workplace bundle. This is a fantastic opportunity to elevate your productivity and streamline your

• Live webinar: Mastering data migration, organization, and team collaboration

  Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to seamlessly migrate your data, optimize file organization, and boost team collaboration using Zoho WorkDrive’s powerful features. This is a fantastic opportunity

• BARCODE PICKLIST

  Hello! Does anyone know how the Picklist module works? I tried scanning the barcode using the UPC and EAN codes I added to the item, but it doesn’t work. Which barcode format does this module use for scanning?

• Join our live webinar: Explore the WorkDrive TrueSync application!

  Hello everyone, We are thrilled to invite you to a live webinar focused on mastering the WorkDrive TrueSync application. Discover how to seamlessly sync your content between the cloud and your computer, ensuring smooth and efficient file management. Our

• Bug tracking

  Hi, does anyone know how to track errors during picking or packing? This way I can keep track and see how to improve and prevent errors in this area.

• Zoho Creator customer portal limitation | Zoho One

  I'm asking you all for any feedback as to the logic or reasoning behind drastically limiting portal users when Zoho already meters based on number of records. I'm a single-seat, Zoho One Enterprise license holder. If my portal users are going to add records, wouldn't that increase revenue for Zoho as that is how Creator is monetized? Why limit my customer portal to only THREE external users when more users would equate to more records being entered into the database?!? (See help ticket reply below.)

• Script Editor not an option

  I am trying to apply a script to a sheet and Script Editor is not an option. I don't want to go outside Sheets to do this (like Creator) if it can be done inside Sheets.

• Envio de mails

  Hola! No puedo enviar mails pero si recibirlos. No se como solucionarlo! Mi dominio es chidobebes.com.ar

• ERROR CODE :554 - Your access to this mail system has been rejected due to poor reputation of a domain used in message transfer

  In my email configuration: The domain's MX Records are pointed to Zoho The domain's SPF Records have been pointed out successfully DKIM is enabled. DMARC Record is pointed for the domain. The domain name is digioorja.in. Still facing the issue of Error:

• This Operation has been restricted. Please contact support-as@zohocorp.com for further details

  l tried to verify my domain (casalimpaeperfumada.com.br) and its shows this error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details.

• SLOW EMAILS

  Is there an issue with the Zoho server? For two days now I've been having issues with very long buffering. Please advise. Thank you.

• POP3 authentication error - SOLVED

  Just in case others are as forgetful as me ... As Zoho has changed the POP server for personal and free organisational users, I needed to change the POP server on my email client. This failed persistently but eventually I remembered that I had chosen

• Solution to Import PST File into Office 365.

  MailsDaddy OST to Office 365 Migration Tool is an outstanding solution to recover OST files and migrate them into Office 365 without any hassle. Using this software users can multiple OST files into Office 365 with complete data security. It offers users

• Add Zoho One Groups/Departments to Shared Mailbox Access

  Hi, I hope you're doing well. Currently, in Zoho Mail, I can manually add specific users or the entire organization to a shared mailbox. However, there is no option to add Zoho One groups or departments. Feature Request: We would like the ability to assign

• Allow Filters with Only Special Characters in Zoho Mail

  Hi Zoho Mail Team, I hope you're doing well. We have noticed that currently, Zoho Mail does not allow creating filter criteria using only special characters, such as = or #. However, there are scenarios where such a filter is necessary. For example: Filtering

• How to save email as PDF?

  I saw 2 previous threads about this. One is from 14 years ago. The other was closed as "answered" a year ago but the feature was never implemented: https://help.zoho.com/portal/en/community/topic/how-to-download-save-emails-as-pdf Is the "save as PDF"

• Flexible plans

  Hi, I have a Workplace Standard subscription. On Zoho's website, it mentions that with the annual plan it's possible to have multiple plans under the same organization—for example, Workplace Standard and Mail Lite. However, I can’t find a way to do this

• Weekly Tips : Teamwork made easy with Multiple Assignees

  Let's say you are working on a big project where different parts of a single task need attention from several people at the same time—like reviewing a proposal that requires input from sales, legal, and finance teams. Instead of sending separate reminders

• Cannot give public access to Html Snippet in Zoho Creator Page

  Hi, I created a form in Zoho Creator and published it. The permalink works but I want to override the css of the form. (style based URL parameters is not good enough) So I created a page and added an Html snippet. I can now override the css, which is

• Weekly Tips : Customize your Compose for a smoother workflow

  You are someone who sends a lot of emails, but half the sections in the composer just get in your way — like fields you never use or sections that clutter the space. You find yourself always hunting for the same few formatting tools, and the layout just

• Accounting on the Go Series-43:Enhancing Your Reporting Efficiency with Dashboard Filter State Retention

  Hello everyone! Welcome back to our series on Zoho Books mobile app features. Today, we will talk about a feature that yet again helps you focus on work that really matters-Dashboard Filter State Retention. Imagine you're working on your Zoho Books dashboard,

• Zoho books/payroll tax payment

  I accidentally made a second payment to my taxes for $300 which is reflected in my bank account and therefore on Zoho books but I can not match it to any transactions because its not reflected in payroll as a tax payment. Is there a way to add an extra

• I can't renew the Finance Plus subscription

  I tried to renew the Finance Plus subscription but it keeps reloading the same page over and over when ever I click on "Renew Subscription" button

• Estimate vs Quote

  they are different. Quote is for 1 piece price + other charges. Estimate is for total quantity to be ordered. The gross total amount of the Estimate is the amount payable. Replacing Estimate as Quote is not understandable because they are different. In

• Next Page