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 Desk.
   
   
4. In the Connection Details section, add zohodesk as the Connection Name and Connection LinkName
   
   
5. In the Choose Scopes list, select all values that start with 'Desk.' and end with '.ALL' and then include Desk.search.READ, Desk.products.READ
   
6. Click Create and Connect
   
7. In the page that appears, click Connect
   

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, 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.
    In the script window, input the Custom Function you find below:
    orgId = "paste orgId here";
    contactId = "paste contact ID here";
    TicketInfo = zoho.desk.getRecordById(orgId, "tickets", TicketID,"zohodesk");
    departmentId = TicketInfo.get("departmentId");
    agentId = TicketInfo.get("assigneeId");
    Param = Map();
    Param.put("departmentId", departmentId);
    Param.put("limit", "20");
    onlineagents = invokeurl
    [
    url: "https://desk.zoho.com/api/v1/onlineAgents?"
    type: GET
    parameters: Param
    connection:"zohodesk"
    ];
    if (onlineagents.notContains(agentId))
    {
    info zoho.desk.update(orgId, "tickets", TicketID,{"assigneeId":null},"zohodesk");
    } 

1. In the Contacts Layout, create two fields:
   
1. Add a multi-line field and name it as Agent List
   
2. Add a single-line field and name it Next Agent
   
2. For the values, collect and save all the agentIds in the Agent List and the First Agent in the Next Agent Field. Please note that the Agent List should be a comma separated values. 
   

orgId = "paste orgId here";

contactId = "paste contact ID here";

TicketInfo = zoho.desk.getRecordById(orgId, "tickets", TicketID,"zohodesk");

departmentId = TicketInfo.get("departmentId");

agentId = TicketInfo.get("assigneeId");

Param = Map();

Param.put("departmentId", departmentId);

Param.put("limit", "20");

checkAvail = invokeurl

[

url :"https://desk.zoho.com/api/v1/onlineAgents?departmentId=" + departmentId + "&include=mailStatus,phoneStatus,chatStatus,phoneMode,presenceStatus"

type :GET

connection:"zohodesk"

];

if (!checkAvail.toString().contains(agentId.toString()))

{

stopLoop = "false";

contactInfo = zoho.desk.getRecordById(orgId,"contacts",contactId);

allAgents = contactInfo.getJSON("cf").getJSON("cf_agent_list").toList();

elist = {"1","2","3","4","5","6","7","8","9","10","11","12","13","14"};

for each  agent in elist

{

contactInfo = zoho.desk.getRecordById(orgId,"contacts",contactId,"zohodesk");

nextAgent = contactInfo.getJSON("cf").getJSON("cf_next_agent").toLong();

if(checkAvail.toString().contains(nextAgent.toString()) && stopLoop == "false")

{

assignTicket = zoho.desk.update(orgId,"tickets",TicketID,{"assigneeId":allAgents.get(allAgents.indexOf(nextAgent))},"zohodesk");

if(allAgents.indexOf(nextAgent).toLong() < allAgents.size().toLong() - 1)

{

updateContact = zoho.desk.update(orgId,"contacts",contactId,{"cf":{"cf_next_agent":allAgents.get(allAgents.indexOf(nextAgent) + 1)}},"zohodesk");

}

else

{

updateContact = zoho.desk.update(orgId,"contacts",contactId,{"cf":{"cf_next_agent":allAgents.get("0")}},"zohodesk");

}

stopLoop = "true";

}

else if(stopLoop == "false")

{

if(allAgents.indexOf(nextAgent).toLong() < allAgents.size().toLong() - 1)

{

updateContact = zoho.desk.update(orgId,"contacts",contactId,{"cf":{"cf_next_agent":allAgents.get(allAgents.indexOf(nextAgent) + 1)}},"zohodesk");

}

else

{

updateContact = zoho.desk.update(orgId,"contacts",contactId,{"cf":{"cf_next_agent":allAgents.get("0")}},"zohodesk");

}

}

}

}