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

        • [SOLVED] Getting 401 when trying to download ticket attachment via API

          I'm able to use the API just fine to access ticket content. But I cannot download ticket attachment, keep getting 401 Client Error. Example: https://desk.zoho.com.au/api/v1/tickets/{ticket_id}/attachments/{attachment_id}/content?orgId={org_id} For headers,

        • Zoho project – Workdrive integration.

          Hello everyone, I was wondering something, we did the Zoho projects integration with Zoho Workdrive but nowhere during this integration we could set the location of the folders that would be automatically created in Workdrive. As I understand it, it creates

        • Scriptを埋め込みたくてOn User Inputを探しているのですが・・・

          編集モードで、Scriptを埋め込みたい項目を選択し、「項目のプロパティ」パネルで、その下のほうに「フィールドアクション（Field Actions）」という見出しがあると聞いたのですが、そもそも、それが見つかりません。そのために、On User Inputなどのイベントが選べません。 画面の英語を日本語に訳しているためにわけわからん状態になっているのかも知れませんが、わかる方、いらっしゃいますか？

        • Problem with cloud query exceeded

          When making a call I get this error, It is associated with a function in node that calls external APIs This is the code //tokenConsultar = thisapp.ObtenerToken(); //input.token = tokenConsultar.get("output").toMap().get("token");

        • Showing Total of Funnel Chart Legend (With Values) Items

          Hi, We are using the funnel type chart for displaying our zCRM sales pipeline stages and associated sum of deals in each stage.  We have configured the legend to show the associated value (Deal Amount (Sum)) for each stage adjacent to the legend items (Stages). Is there a way to display the total of the values in the same chart?  For example, at the bottom of the legend or maybe as a #merge placeholder in the legend title?

        • How to Convert VCF Contacts to CSV using Excel

          Many users switch from traditional address books to digital formats like vCard and CSV. These formats allow users to easily manage their contacts. However, a difficulty comes when you need to transfer your contact information to another application or

        • Field authorization for Linking module in Zoho CRM portal

          Hi guys! Currently building a customer portal for one of my clients, and I ran into a bit of a roadblock while using a multi-select lookup field. The issue is that there is no way to hide or define access in the linking module created by this multi-select

        • Kaizen #63 - Layout Rules in Zoho CRM

          Hello and welcome to another week of Kaizen! This week, we will be discussing Layout Rules in Zoho CRM. If you need to modify the layout of a module based on user inputs, or to show or hide sections based on the value of a specific field, we have got

        • Zoho CRM Portals - allow access per account

          Hello all, I am trying to set up a portal for our customer but I seem to be hitting an obstacle and I am not sure if it is my problem or a limitation in the software. So basically the way I understand the portal Contact Email > Each Record or Related

        • Android - Writer não acentua em Português com teclado bluetooth

          Gosto muito do Zoho, tanto o Note quando o Writer. Infelizmente, o Writer sofre de um problema sério: ao usar um teclado bluetooth, forma mais cômoda de lidar com um processador de texto, os acentos (todos!) da Língua Portuguesa não são aceitos. Todos

        • Set File Upload fields as mandatory

          Currently the CRM for some reason lacks the ability to set a file upload field as mandatory So we have an issue We have a requirement that before a Deal stage is set as Deal is Won the member needs to upload a file Now for some weird reason in Zoho I

        • Editing HTML in Zoho CRM Email Template

          I am trying to create a template within the CRM email option, but need to be able to use custom HTML. There does not seem to be a way to do so.

        • Ability to CC on a mass email

          Ability to CC someone on a mass email.

        • How to make attachments mandatory

          I want the user to be unable to mark an opportunity as Closed – Won if it doesn’t have any attachments. I’ve already tried client scripts and functions, but nothing worked.

        • SLA Ticket Report

          From data to decisions: A deep dive into ticketing system reports Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountability

        • Zoho Backstage - PCI Compliance / Web Security

          I have a couple of questions related to Backstage and payment processing.... 1. my purchasing division is not giving approval to use Backstage yet because of some security issues. In order for us to take payments via a payment gateway like Authorize.net

        • Zoho Tables August 2025 Update: Faster and Smoother

          We’ve been working behind the scenes to make Zoho Tables faster, lighter, and more reliable. Here are the highlights: Faster Response Times Optimised the way responses are generated. Reduced memory consumption by 20–25%, leading to smoother performance

        • Video Upload from app says "unsupported aspect ratio" but is verified to be correct.

          I and my social media person are experiencing a problem where Social will not accept video uploads to Instagram. The error we receive is "unsupported aspect ratio" but looking directly at the file in question we see that the width and ratio both match

        • Disposable Email Addresses

          Dear zMail Team, Can you also bring out a few disposable email addresses for each accounts? That way occasional registrations and imminent spam from them can be largely solved right? ---- Deepak Vasudevan http://thamizhththendral.blogspot.com/

        • Zoho sheet - Zoho expense

          I want to schedule to create an expense using Zoho Sheet and flow. That is the EMI that I pay on a particular date to the bank and should be itemised, like principal and interest on the loan. Can someone help me in this regard??

        • Ability to configure a schedule/shift for each user and/or crew in Zoho FSM

          Hello, In our team of Field Agents, we have different shifts. Some field agent always work from 7:00 AM to 4:00 PM while others work the evening shift like 4:00 PM to 11:00 PM. Sometime shift are on weekdays only or on weekend. It would be great to be

        • Free webinar: Streamlining customer service paperwork with the Zoho Sign extension for Zoho Desk

          Hello Everyone! Have you been wondering about bridging the gap between digitised customer service and business paperwork? Join our free webinar to learn how you can do this by connecting Zoho Sign, our digital signature app, with Zoho Desk, our online

        • Zoho Books | Product updates | July 2025

          Hello users, We’ve rolled out new features and enhancements in Zoho Books. From plan-based trials to the option to mark PDF templates as inactive, explore the updates designed to enhance your bookkeeping experience. Introducing Plan Based Trials in Zoho

        • Mail Search should allow grouping by conversation like Gmail.

          Having switched from gmail I have found the search function hard to use. Mostly because mail is not grouped by conversation in search. If I search for a word when looking for a conversation had with someone then sometimes 10 emails will come up from the

        • Improve Zoho Learn updated article notifications

          I noticed today while updating an article, that the notification users get says "[User Name] has published article [Article Name]..." My feedback to the product team is that it would be really helpful for an end user, if the system notification differentiated

        • Safari Support

          Safari, the world's second largest browser, zoho desk does not officially or fully support. That needs to change.

        • Can I get images from an "Image Upload" field in a webhook?

          I want to send images from 2 "image upload" fields via a webhook. Is this possible?

        • Ticket closure notification - all contacts cc'd on email thread

          Hello, If a client sends an email to our service desk and cc's in other people that work at the same company - so that they are in the loop of the service request. When the we close the ticket, only the ticket owner (person who emailed us - which created

        • Inactive account cleanup policy for Zoho Sign

          Zoho Sign reserves the right to delete accounts that are license free and inactive for more than 120 days. The account deletion will be initiated only after the user receives prior email notice about possible data deletion and how to backup the data.

        • Missde API documentation for Sales Receipt

          Hi! I noticed that the Sales Receipt endpoint is not currently listed in your API documentation (https://www.zoho.com/books/api/v3/introduction/). Could you please provide any available temporary documentation for this endpoint, along with a detailed

        • Multi-currency in Zoho CRM Forecast and Reports

          As a company we have branches in 4 different countries with as many different currencies. Our Sales Teams would like to work with their local currency as much as possible. The Forecast module using only 1 currency is practically usable only by the sales

        • How to select from pricebook when creating a salesorder or quote

          I am creating a sales order and when selecting the Products I do not see any where to select from pricebooks. How do i associate this to my orders?

        • Proposal for Creating a Unique "Address" Entity in Zoho FSM

          The "Address" entity is one of the most critical components for a service-oriented company. While homeowners may change and servicing companies may vary, the address itself remains constant. This constancy is essential for subsequent services, as it provides

        • I cannot find my older documents from 2024 and 2023

          I cannot find my older documents from 2024 and 2023.

        • System default SLA descriptions can't be modified

          The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changes

        • Customising Help Center

          Hi I don't think it is possible to add custom pages to help center? We'd like to use this as a customer portal with support tickets, FAQ/Guides, Billing and contracts. Is there any plans to add a feature like this or an alternative way to do it other

        • Replies sometimes creating separate ticket

          Sometimes when a customer responds to an email coming from Zoho Desk, instead of adding a reply to the original ticket, a separate ticket is created. This happens even though the response subject line contained the ticket number, and the person responding

        • Ticket Approvals - External Users

          The ticket approval option - we need to be able to select external users (Contacts) for approvals. Sometimes we are working with an end user and their boss needs to approve a purchase. For example, working with a cashier on a broken cash register and

        • Force Users to Ask Answer Bot a question... First

          End users will always skip talking to a bot. It would be nice if Zoho adopted the standard and forced users to first ask a question to answer bot (or zia in some fashion) and then pass to the agent if it wasn't answered. Options to force the user to speak

        • View Answer Bot conversations?

          We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as des

        • Next Page