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

        • Zoho CRM Kiosk Upload Files

          Hello all, We are trying out Kiosks at the moment to see where it can fit best in our business. We are still a bit off in the application but lets say we will sort this out. My question is the following - when I create a Kiosk I can add "File Upload"

        • Double opt-in notifications and customizable confirmation messages for your webforms

          Dear CRM Community, We are excited to announce a major upgrade to our Webforms feature. You can now customize the confirmation message shown to your users who double opt-in from your webform and also customize your confirmation emails when they submit

        • Has Anyone successfully integrated Zoho and Sage Intact?

          Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,

        • Introducing Image Upload Field

          Hello everyone, In this post we will discuss about the benefits and usage of the Image upload field. The field is available for standard and custom modules.  Usage: This field can be used to upload a gallery of images to a record and share the record with peers or customers. The record can be made accessible to users outside of Zoho CRM via Portals, where they can upload the necessary images. Preview, editing, and deleting images: The uploaded images can be directly edited and saved from the record

        • Trigger a Workflow Function if an Attachment (Related List) has been added

          Hello, I have a Case Module with a related list which is Attachment. I want to trigger a workflow if I added an attachment. I've seen some topics about this in zoho community that was posted few months ago and based on the answers, there is no trigger

        • Free webinar alert on November 19 - Email driven strategies - Master personality based styles

          Hello Zoho Community! Want to make email management easier, smarter, and more you? We’ve got just the session for you! Join our interactive, game-based webinar to discover how Zoho Mail adapts to your personality and work style. Learn practical hacks,

        • AI generated meeting notes associated to Account or Deal

          As our organization works to improve efficiency we are looking for a solution to leverage AI to generate meeting notes and then add those notes to a CRM record such as an Account or Deal. I see Zoho has a Notebook AI offering that talks about the ability

        • due date on cheue

          how to handle cheque in zoho books for customers and vendors including due date

        • Zoho CRM Portal Field Level Permission Issue

          Hi Support Team, I am using the Zoho CRM Portal and configuring field-level editing permissions. However, we are unable to restrict portal users from editing certain fields. We have created a portal and provided View and Edit (Shared Only) access for

        • WebDAV / FTP / SFTP protocols for syncing

          I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful if you implemented standard protocols such as WebDAV / FTP / SFTP so that alternative inc clients can be used.

        • 'Statement of Accounts does not exist' error received, when creating PO using api in Zoho Inventory

          Here is request json -- JSONString = { "date": "2019-09-24", "purchaseorder_number": "PO-6-1", "delivery_date": null, "delivery_org_address_id": 36221200000056XXX, "vendor_id": 362212000000564XXX, "attention": "Testing", "line_items": [{ "unit": "Pieces", "account_id": 36221200000003XXX, "quantity": 1, "item_id": 362212000000049XXX, "tax_type": "", "tax_name": "", "name": "One HD", "purchase_rate": 85, "tax_percentage": 0, "item_total": 85.00, "tax_id": "", "warehouse_id": 362212000000564XXX }] }

        • Zoho Projects API 100 requests/2 min. Limit

          Hi Requesting clarification on the API documentation. "You can invoke or call an API for 100 times in a span of two minutes. If you invoke more than 100 times, the particular API request will be locked for the next 30 minutes. " Does this limit apply

        • Unveiling Zoho Sites 2.0 - A new dimension in website building

          Dear Zoho Sites Users, We are thrilled to announce the launch of Zoho Sites 2.0 today! This refresh represents a significant step forward in the capabilities of Zoho Sites and is crucial for creating a lasting and positive impact on our customers' businesses.

        • Integrate your Outlook/ Office 365 inbox with Zoho CRM via Graph API

          Hello folks, In addition to the existing IMAP and POP options, you can now integrate your Outlook/Office 365 inbox with Zoho CRM via Graph API. Why did we add this option? Microsoft Graph API offers a single endpoint to access data from across Microsoft’s

        • Zoho Projects - Attachments added to Task and Bug emails are not saved

          Hi Projects team, I have been experimenting with emails into projects to create tasks and bugs. I have noticed that attachments added to the emails are not saved to the task or bug. Is this normal behaviour? Thanks, Ashley

        • Zoho Inventory's latest shipping integration updates at a glance.

          Hello Users, We would like to share some important news about our latest improvements in the Shipping integration capabilities of Zoho Inventory that we achieved in 2024 with some of our major integration partners in key editions across APAC, North America,

        • Sorting a list of record acquired from the zoho.crm.searchRecords function.

          This is something for which I'm trying to figure out a straightforward way to do. The searchRecords does a great job fetching me the records that I want. However, in some cases, where it returns multiple records, I want it to sort the returned list by date of creation of that record, so that when I do records.get(0), I get the most recent record.  As an example, here's my sample pseudo code: records = zoho.crm.searchRecords("Clients", "Office_Number:equals:123456"); Now the "records" list above contains

        • Zoho Inventory Custom Field Update

          Hello All, In this post I am describing how can we Update the Custom Field Value in Zoho Inventory. // Get Org ID orgid = organization.get("organization_id"); // Field Value resvp = ifnull(item.get("purchase_rate"),null); // Record ID iid = item.get("item_id");

        • Deprecation of the Zoho OAuth connector

          Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

        • Alphabetically

          How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 

        • Spotlight series #6: The Show app for Android TV has a new look!

          Hello everyone! We are delighted to introduce our revamped and redesigned Show app for Android TV.  Smart TVs are exploding in popularity. Android TV alone has over 110 million active monthly devices. Zoho Show, as part of a constant effort to improve

        • Can i set a default value for country and state in address field in zoho creator?

          Can i set a default value for country and state in address field in zoho creator?

        • Convert HTML to PDF & Send as Email Attachments in Zoho Creator (Deluge)

          This approach is useful for sending welcome letters, instructions, or promotional offers after order creation. // 1. Define the variables using the submitted input customerName = input.Customer_Name1; orderID = input.ID; customerEmail = input.Email_Address; //

        • Redirect after submission is not working after a few submission

          I have setup redirect url correctly and everything works as expected. However, it seems that there's a limit to the number of submissions before the redirect stops working. After the "limit" is reached, the page redirects to a seemingly zoho hosted page,

        • Enhancement Request for Multi-Asset Work Order Feature

          Hello Latha, Thank you for your continued support. The multi-asset Work Order feature is extremely helpful. I did some testing based on our requirements, and during the process, I noticed a few areas where we need your team’s support to improve the feature

        • Marketing Tip #8: Run limited-time offers

          Exclusive offers that don't last long make shoppers purchase right away instead of waiting. Run a flash sale or limited-time discount to convert interest into sales. Try this today: Set up a "Buy X Get Y" coupon in Zoho Commerce valid for a limited time

        • Add Option to Mass Dispatch by User

          Hello! We are using the dispatch console to dispatch service appointments to our service ressources. Right now, the process is our dispatcher verifies each ressource's route for the day and dispatches it after validation. Sadly, there doesn't seem to

        • Free webinar: Zoho Sign unwrapped – 2025 in review

          Hey there! 2025 is coming to an end, and this year has been all about AI. Join our exclusive year-end webinar, where we'll walk you through the features that went live in 2025, provide answers to your questions, and give you a sneak peek on what to expect

        • Zoho Projects - Email notification relabelling of modules not present on default templates

          Hi Projects Team, I noticed that in the default email template notification, the word "bug" was not renamed to the lable I am using in my system. As many users may used the Bugs modules for various purposes including Changes, Revisions, Issues, etc...

        • Publish to LinkedIn via API

          Hi, Is it possible to publish a job opening to LinkedIn (paid job slots) if creating a job opening via api / deluge function? Or is the user required to manually publish via the job boards process? Many Thanks Adrian

        • Include the "Added Email ID" to the Filters of a Report

          Hi, With a Report and lots of entries, a normal thing is to filter entries by the submitter, but that is not included in the Auto Filter of Reports and you can't add a custom filter to a Report without specifying the actual value. I would like to be able

        • Loops in Deluge

          Hi, Can someone tell me how I do a simple loop in deluge? For example, if i have a variable "X" containing a number of loops to perform, i would like to perform an action X amount of times. X = 10; do while (Y < X){       // ... do something } to further explain, the equivalent in PHP of what i am trying to acheive would be: $X = 20; for($Y = 1; $Y < $X; $Y++ ){       // ... do something } Thanks

        • I am facing a problem with an if-else condition

          If I use if, else if, and else conditions in Deluge with the same variable name, sometimes the variable causes an error because the same variable name is present in every block

        • Zoho Projects - Reply by email to @ mentions posted on the Feed.

          When mentioning someone on the Feed (Status), it would be great if that mentioned person could reply to the email notification to update the Feed thread.

        • Zoho Analytics Bulk Api Import json Data

          HI, I’m trying to bulk-update rows in Zoho Analytics, and below are the request and response details. I’d like to understand the required parameters for constructing a bulk API request to import or update data in a table using Deluge. Any guidance on

        • Record Overseas Transactions Along with CC charges

          Hi All, We receive payments via stripe in multiple currencies and stripe takes around 2.5% fees. The amount is settled in INR into our local bank. What should be the currency of the income account used for Stripe payments? Here is a sample flow that we

        • Product Updates in Zoho Workplace applications | October 2025

          Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this October. Zoho Mail Create Signature from Compose window You can now effortlessly create a Signature using the Create

        • Subform data to Sheets

          I have been trying to setup a Zoho Flow automation to bring any Subform input to a Zoho Sheets but it seems impossible to post the subform entries to a Zoho Sheet. Is there any way to do it via Zoho Sheet API? https://www.zoho.com/sheet/help/api/v2/#CONTENT-Insert-row-with-JSON-data

        • Edit Contact Roles in the Potentials Mod

          New to ZOHO so I need some help. I work the same people on different projects concurrency. Their contact info remains the same but their role changes from project to project. In the Potential Mod you can pick contacts and assign a Role to them. I know

        • Is there a way to disable the Activity Reminders Pop-Up Window every time I log in?

          Just wondering if there is a setting to disable the window from opening every time I open my CRM? Thanks Chris

        • Next Page