Automation #10 - Auto Assign Ticket based on Keywords

Automation #10 - Auto Assign Ticket based on Keywords



This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing your customer support with the automation capabilities of Zoho Desk.

Zoho Desk offers you a few choices on how to assign your tickets. From Direct assignment to Round Robin rules, every variation cued to assign tickets in a way best suited to your business workflow.
 
These features can help you create a viable workflow easily. Even in cases when you'd like to add more context to open tickets and assign them based on their content. For example, you have a Direct Assignment rule based on a State. As per the rule any ticket originating from that State is automatically assigned to a specific Agent, say Agent 1. However, after a few conversations, the customer refers to the keyword refund in their email content. At which point you want it to include the Refund team automatically. This can be achieved using a custom function, which reads the keyword in the email replies of a customer, and automatically assigns any email matching the keyword to the concerned team based on the rule set.

We have replaced Auth-tokens with connections for all the existing custom functions. So the first step to make the most of ZohoDesk's automation capabilities is to create a connection to use in the custom function later.
 
To create the connection, carry out the following steps: 
  1. Click on Setup > Developer Space > Connections 
  2. Click Create Connection
  3. In the Pick Your Service section, under Pre-Defined Services find and select Zoho OAuth
  4. In the Connection Details section, add zohodesk as the Connection Name and Connection LinkName
  5. In the Choose Scopes list, select Desk.tickets.READ
  6. Click Create and Connect
  7. In the page that appear, click Connect
  8. If you have more than one portal associated, select the Portal to which this connection should be added and click Accept.
To create the custom function, follow the steps below: 
  1. Go to Setup, and under Automation, click Workflows.
  2. On the left panel, under Workflows, click Rules > Create Rule.
    In the Basic Information section, carry out the following steps:
  3. In the Module drop-down menu, select Tickets.
  4. Enter a name and description for the rule.
  5. If you want to activate the rule right away, select the Active checkbox. Else, you can just create the rule now and activate it later, on the Rules page.
  6. Click Next.
    In the Execute on section, perform the following steps:
  7. Select the Create checkbox to execute this rule every time a new ticket is created.  
  8. Click Next.
    In the Criteria section, if you want to create a ticket just based on the keywords, then do not select any criteria and move to the next section.
    In the Actions section, carry out the following steps:
  9. Click the + icon and select Custom Functions > New
  10. Click Edit Arguments
  11. In the Name field type TicketID, and from the Value drop-down list select Ticket Id under Ticket Information.
  12. In the script window, input the Custom Function you find below: 
    orgId = "paste orgId here";
    DepartmentB_id = "paste department B id here";
    keyword1 = "paste keyword value here";
    keyword2 = "paste keyword value here";
    TicketInfo = zoho.desk.getRecordById(orgId, "tickets", TicketID);
    subj = TicketInfo.get("subject");
    threads = zoho.desk.getRelatedRecords(orgId,"threads","tickets",TicketID).get("data").toList();
    threadId = threads.getJSON("id");
    Message_body = invokeurl
    [
    url :"https://desk.zoho.com/api/v1/tickets/" + TicketID + "/threads/" + threadId + "?include=plainText"
    type :GET
    connection:"zohodesk"
    ];
    Message_body = Message_body.getJSON("plainText");
    if ( Message_body.containsIgnoreCase(keyword1) || Message_body.containsIgnoreCase(keyword2) || subj.containsIgnoreCase(keyword1) || subj.containsIgnoreCase(keyword2)   )
    {
    info zoho.desk.ticket.move(orgId, TicketID, DepartmentB_id);
    }
Note: The connection name used in the above script should match the name that you provided while creating the connection. 

Stay tuned for more such use cases!



      • Sticky Posts

      • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

        After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

      • 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. 

      • Zoho Desk Community Meetups 2019 - Canada

        Hey there!  ​ Are you making the best use of Zoho Desk? Do you think meeting and learning from other Zoho users in your city would help? If yes, then Zoho User Group Meetups is the right place for you! We're happy to announce our first Zoho Desk User Group meetups in Toronto, Montreal, Quebec City, Calgary, and Vancouver. These meetups are a great place to meet local Zoho users, Zoho Desk product experts and partners, all under one roof.    Join us as we discuss some key Zoho Desk features and share

      • 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. 

        • Recent Topics

        • Client Can't View Ticket

          Hi, I created a ticket for my Client since he had an issue. I added him as a Contact as well. My client got a notification in his email that the ticket has been created. When he went to view the ticket on his desktop, the screen was blank. He then viewed

        • Custom Status for Purchase Orders

          Currently Zoho books has functionality to create custom statuses for Sales Orders. Can this be extended to include custom status for purchase orders as well? It was a great decision to add this functionality to sales orders. Our use case is for tracking

        • My workflows not working

          Hi I have created my first workflow I want it so when a customer responds to a ticket that the status is changed to "reopened" We want this so its clear there is a ticket to deal with again. We only have 2 agents responding to tickets and do not have

        • Waiting Room

          Is there any plans to implement a Virtual Waiting Room for Attendees on Meetings and or Webinars?

        • Error AS101 when adding new email alias

          Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

        • Global Sets for Multi-Select pick lists

          When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

        • What's New - January 2025 | Zoho Backstage

          Hi there! As we step into a brand-new year, we’re thrilled to bring you some exciting updates to make event management more enjoyable and efficient. Here’s what we rolled out in January to kick off 2025: Backstage 2.0 now enforced for all users We've

        • How do you do ticket add ons in Backstage?

          Hi Everyone, If you wanted to have general admin tickets and allow for add ons, like camping, or car or Carbon offset. What would you do? Peace Robin

        • Re-create auth token

          I need to re-create a self-client auth token, with the same scopes (and additional ones) as the current token. Is there a way to view the scopes assigned to the current token to ensure that no scopes are missing when creating the new one?

        • Writing on sketch cards is bugged when zoomed in

          When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

        • Doesn't let me test my newsletter.

          Hello, I click "Preview and Test". I select the email address to send the test (usually my own email). I send the test email, appears the message "Your test email has been sent", but nothing happens. I mean, there is nothing in my inbox. I also tried

        • Custom Related List anchor tag with tel protocol

          The following code worked great for about a year to create clickable tel and mailto links in a related list in the Deals module. Just this morning, it started displaying the HTML as text. For example: <a href='tel:8882490100'>8882490100</a> Zoho support

        • reset of user password

          User forgot her password, so she requests a password rest, but never gets the email. How do I reset her password, since that function is not an option, even for an administrator?

        • In what case it's better to use Developer Console? Only for marketplace?

          As I can see from the documentation, the limitations are challenging. No Custom API No Page Variables No Custom Connections.

        • commision tracker

          I am after a zoho developer to finish my commission tracker as I hired someone on oDesk that started but now will respond to my emails.I really need to get It finished as it is holding up my plans Thanks Budget : $500 | Duration : a.s.a.p To leave a private message, please click the link for private response in post Action section.

        • Generate a Zoho Sign link

          From time to time I get a response "I never received your you e-document for electronic signature" is there a way to generate a Zoho Sign link to share.

        • Error 403: Forbidden When Updating Email Signature via API

          Hi Zoho Desk team, First, congratulations again on the excellent Zoho API. But, I’m encountering an issue while attempting to update an email signature via the API. Whenever I make a request to update the signature, the response returns an HTTP 403 Forbidden

        • Queues Management ?

          I need to assign the new requirements equally between my support agents. How I can configure this feature in Zoho? Thanks

        • Automating Custom Web Link Messages to Customers via Instant Messaging in Zoho Desk

          Hello, I am looking for assistance with Zoho Desk's Instant Messaging feature. Is there a way to automate the sending of a custom web link to customers every day at 6:30 PM? Any guidance or suggestions on how to achieve this would be greatly appreciated.

        • How do you apply field validation to a date field?

          We are using Sign for remote e-signature of liability waivers. The signer must enter a date of birth, and if they are a minor their legal guardian must sign for them. However we have had numerous problems with signers returning an invalid date of birth

        • Implement Regex in Layout and Validation rules

          Hello all, We are excited to announce that users can now implement Regular Expressions (Regex) in our layout and validation rules. This new functionality allows for more flexible rules to be created when designing and validating forms. What is Regex?

        • Zoho Desk Validation Rule Using Custom Function

          Hi all, I tried to find the way to validate fields using custom function just like in Zoho CRM but to no avail. Is there a way to do this?

        • Editing landing page after signup for a webinar

          Hi, how can I edit the landing page after signing up for a webinar. I personalized the email "registration confirmation", which is working fine. Nevertheless after submitting the form, the participant gets redirected to a page, which looks like the standard

        • Kiosk GetRecords can't compare formulas

          (submitted as a help request by accident - should have been a topic) Scenario: I have an "email domain" formula whose value is "@xyz.com" if the e-mail address is brent@xyz.com . I have the same field in Leads and Contacts. So, theoretically, I should

        • Kiosk can't merge picklist or multiselect

          There is no ability to load a multiselect or picklikst field into a kiosk with the values that have been previously selected. So, I essentially have 3 unacceptable options: 1.)Load the value into a text string and include instructions like this: "Picklist

        • Fillable template with dynamic tables?

          Is there a way to build a fillable template so that users can add rows to a table? To describe what I'm trying to accomplish the table has 3 sections; a header row, some number of rows with custom information, and a summary row with totals. I can't figure

        • Tip of the Week - Timeline User Filter for Dashboard

          Does the Date User Filter in your Dashboard leave out a few reports from filtering? This happens when the reports are not created over the same table and the (time) column over which the user filter is created.   To solve this, Zoho Reports has a Timeline User Filter. This filter applies the criteria on all reports, matching it with the best possible date column associated with a report. i.e., if your reports are based on a date column, then it will filter it for that data column.  To know more on

        • Zoho Forms Webhooks - Only sends on submission not on edit.

          Hi There, We have a slightly unique use case for Zoho Forms. We used Zoho Forms for the collection of Guest Lists. When a customer submits their guest list they get an email confirmation. Within this is a link for them to update their guest list before

        • Add Knowledge Base KB Articles to multiple categories

          Greetings,  Love you help center system.  One item that would be incredibly helpful to many of us would be able to add a single Knowledge Base KB article to multiple categories in our system.  It seems it could be quite easy to use a checkbox form, instead

        • What does "Tickets for Review" do?

          What is the purpose of the va nilla view " Tickets for Review?"

        • Report of Leads/Accounts/Deals with no open activities

          How can we replicate the option in filter to only show Leads/Accounts/Deals with no open activities ? The option is present in the filters (please find screenshot) but I am unable to find them in the report. Thanks

        • Cannot set Subform Multiline field to read-only using Client Script

          I am using client script to set different subform fields as read-only It works for Single Line Fields, but when I try to set a Multiline field as Read-only it doesn't work var subform = ZDK.Page.getSubform("Subform_1"); var item_Code_old = subform.getField('Item_Code_Old').setReadOnly(true);

        • Changing Color Theme of Guided Conversations

          Hello, We have recently added Guided Conversations to one of our websites, but I am wondering if there is a way to customize the color scheme so it matches the appearance of the website? Thank you in advance!

        • Lost the ability to sort by ticket owner

          Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?

        • Can't login to Zoho mail

          I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a few

        • Social Media Simplified with Zoho Social: Bridge sales and social media marketing

          Social media marketing has become the go-to strategy for most businesses who are trying to boost awareness of their product/service, create a brand image in the minds of their audience, increase website traffic and engagement, and generate leads. Posting

        • This domain is not allowed to add. Please contact support-as@zohocorp.com for further details

          I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the

        • Work Orders / Bundle Requests

          Zoho Inventory needs a work order / bundle request system. This record would be analogous to a purchase order in the purchasing workflow or a sales order in the sales cycle. It would be non-journaling, but it would reserve the appropriate inventory of

        • Create Quote does not show the "Product Description" entered as part of the Product setup.

          The product description created as part of the product setup page, does not show in the Create Quote module; The module allows for an additional description to be added but without access to the original stored description. By selecting the product from the "Product Name Lookup" pop-up, the "Product Description" part should be populated from the product record where the user is allowed to further modify it.

        • Allow Itemization for Recurring Expenses

          For whatever reason, one cannot itemize a Recurring Expense. This capability should be added. The use cases to support this is largely the same as what they were to allow for itemization in Expenses. Anything that would need to be itemized for a regular

        • Next Page