Automation #16: Automate Ticket Reopening on Scheduled Timestamp

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 Desk under Default Services.
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);

  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;
Notes
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. 



      • 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

        • Writing SQL Queries - After Comma Auto Suggesting Column

          When writing SQL Queries, does anyone else get super annoyed that after you type a comma and try to return to a new line it is automatically suggest a new column, so hitting return just inputs this suggested column instead of going to a new line? Anyone

        • Sync your Products Module for better context.

          In customer support, context is everything. The integration between Zoho Desk and Zoho CRM helps your sales and support teams function as one, delivering better customer experiences. With the latest update to this integration, you can now sync the Product module in your Zoho CRM with your Zoho Desk portal. This feature enables products from Zoho CRM to reflect in the "product" field in Zoho Desk. This can save your support team valuable time and effort.    Some things to note when syncing the two:

        • Where is the desktop app for Zoho Projects???

          As a project manager, I need a desktop app for the projects I manage. Yes, there's the web app, which is AWESOME for cross browser and platform compatibility... but I need a real desktop app for Projects that allow me to enter offline information where

        • CRM verify details pop-up

          Was there a UI change recently that involves the Verify Details pop-up when changing the Stage of a Deal to certain things? I can't for the life of me find a workflow or function, blueprint, validation rule, layout rule ect that would randomly make it

        • Does Zoho Writer have Dropdowns

          I want to add a drop down field in Zoho writer. Is this possible?

        • openUrl in blueprints

          My customer wants to open a URL at the end of a blueprint transition. Seems this isn't possible right now but it would be very useful. In this thread, https://help.zoho.com/portal/en/community/topic/openurl-not-working the Zoho agent said that it's logically

        • Dropshipping Address - Does Not Show on Invoice Correctly

          When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

        • Prepayment of a sales order

          How does everyone handle this common (at least it is common for us!) situation? We require all our orders to be fully prepaid before shipment since we manufacture made to order, custom products. Since ZOHO does not allow a sales order to be prepaid, we are forced to create an invoice at the time an order is placed to allow the customer to pay it. Our sales category is therefore skewed, since the sale was actually booked at the time an order was placed, rather then at the time it is shipped, which

        • Access to Specific Zoho Desk layout for external parties

          Hi, We have a partner who handles for us sales requests from specific markets. He is not a Zoho Desk user. But we want him to b part of a specific Zoho Desk layout to handle inquiries.  How to achieve it in the easiest way possible?

        • Deposit on a Sales Order

          Good day, 100% of my business is preorders, no inventory. I am trying to run away from QB for one of my businesses, but I require two options that I don't seem to find with Zoho Books. 1 - If there is a way to apply a deposit on a sales order, as with

        • Bulk Delete Attachments

          Is there a way to bulk delete attachments on the form entries? our storage is full and deleting files one by one is pain taking process.

        • How do I sync multiple Google calendars?

          I'm brand new to Zoho and I figured out how to sync my business Google calendar but I would also like to sync my personal Google calendar. How can I do this so that, at the very least, when I have personal engagements like doctor's appointments, I can

        • Ability to Disable System Banner Messages in Chat Flow Control

          Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement related to the system banner messages in Zoho SalesIQ chat flow control. Current Behavior: SalesIQ allows configuring various automatic banner/system messages such as: Waiting

        • Idle Chat Reminders for Agent-Handled Conversations

          Dear Zoho SalesIQ Team, Greetings, We would like to request an enhancement to the Idle Chat Handling functionality in Zoho SalesIQ—specifically for chats that are handled by human agents after a bot-to-agent transfer. Current Behavior: In Zobot settings,

        • Snapchat

          Are there any plans to add Snapchat to Zoho Social or is there any API that we can use to integrate into Zoho.

        • 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.

        • Zoho Sign "An unexpected error occured" when clients trying to sign documents

          We are unable to have clients sign our documents. When attempting to complete the process an error appears saying "an unexpected error occured" and in the document history just shows "signing failure." We are at a complete standstill with no response

        • ¡Vuelven los Workshops Certificados de Zoho a España!

          ¡Hola usuarios de Español Zoho Community! Hace ya unos días que hemos dado la bienvenida al 2026, y promete ser un año de lo más emocionante. Y es que nos gustaría haceros nuestro particular regalo de Reyes, aunque lleguemos un poco tarde. 🎁 ¡Nos gustaría

        • How to list services on quote instead of products

          I need to create a customer facing estimate that displays our services. The default quote layout only allows products to be listed. Is there a way to correct this?

        • Syncing calendar with Google Calendar doesn't work when events are sent to auto repeat

          Hi... The ZOHO CRM -- GOOGLE CALENDAR sync is broken. If I create a single event on either side, sync works, but if I create an event with auto repeat on either side it doesn't work. Furthermore, events created before the sync don't show up in the calendar.

        • Invoice status on write-off is "Paid" - how do I change this to "Written off"

          HI guys, I want to write off a couple of outstanding invoices, but when I do this, the status of the invoices shows as "Paid". Clearly this is not the case and I need to be able to see that they are written off in the customer's history. Is there a way

        • Zoho Books - France

          L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilité

        • Creating meetings from an email

          Hi. Similar to Outlook, it would be helpful if a meeting can be scheduled from an email so that the attendees need not be manually entered every time it's created.

        • Please, make writer into a content creation tool

          I'm tired of relying on Google Docs. I'm actually considering moving to ClickUp, but if Writer were a good content creation tool instead of just a word processor, I would finally be able to move all my development within the Zoho ecosystem, rather than

        • ZohoSalesIQ.Chat cannot send messages

          Chat cannot send messages. Our app implements the customer service chat window functionality by integrating the Mobilisten SDK. Recently, we encountered an issue: after successful SDK initialization and visitor registration, when the `startWithQuestion`

        • Missed chats on WhatsApp closing after one minute

          Hi, we have added WhatsApp as a channel. However, if a chat is not picked up within 2mins, the chat is marked as missed and is closed within a minute. Why are they not staying in our "missed" queue for 24 hours as per our WhatsApp preference settings?

        • Feature Request: Add Tax ID Display on Event Tickets

          Hello Backstage Team, I’ve had several clients bring up an issue regarding tax compliance when creating events. For tax purposes, they are required to show their Tax ID on the event tickets. Currently, this isn’t an option, so they have to manually generate

        • Release Notes | January 2026

          We have rolled out a set of powerful new enhancements across Zoho Vertical Studio that bring several long-awaited capabilities to your applications. These updates focus on deeper customization, smarter automation, better reporting, and improved usability

        • Email Alias: To keep emails flowing without disruption

          Email Alias acts like a nickname for a user’s primary email address, allowing multiple email addresses to deliver messages into the same mailbox. Consider the scenario where an employee manages multiple responsibilities, such as responding to sales inquiries,

        • Inventory "Bulk Actions" button - add more fields to "Bulk Update > Select a field"

          Can we not get a lot more actions that are commonly used by customers into the "More Actions" button on the Inventory list? More fields listed in the Bulk Update > Select A Field? Possible Bulk update Fields Preferred Supplier ( to quickly move items

        • Bulk upload image option in Zoho Commerce

          I dont know if I am not looking into it properly but is there no option to bulk upload images along with the products? Like after you upload the products, I will have to upload images one by one again? Can someone help me out here? And what should I enter

        • Function #11: Apply unused credits automatically to invoices

          Today, we bring you a custom function that automatically applies unused credits from excess payments, credit notes, and retainer payments to an invoice when it is created. Prerequisites: Create a Connection named "zbooks" to successfully execute the function.

        • Tip #60- Exploring Technician Console: Screen Resolution- 'Insider Insights'

          Hello Zoho Assist Community! Have you ever started a remote session and felt the screen quality wasn’t sharp enough for detailed work? A new user recently explored Zoho Assist after installing the trial version and running a few initial tests. While the

        • Right Moment, Right Message, Right Operator: Never Miss a High-Intent Lead

          Ever been on a website or app, thinking “Should I buy this or not?” and suddenly a friendly message “Hi! How can I help you?” pops up at the perfect moment? That’s not luck. That’s timing done right. Engaging right visitors at the right moment, with the

        • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

          Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

        • Zoho CRM Workflow Automation: Activate & Deactivate Workflows Using API

          Zoho has now enabled: ✅ Activate / Deactivate workflows using API ✅ Schedule workflow activation & deactivation This is extremely useful for real-world automation use cases 💡 🧩 My Use Case I created a scheduled automation that: ☀️ Activates workflows

        • {Action Required} Re-authenticate your Google Accounts to Continue Data Sync

          Hello Users! To align with Google’s latest updates on how apps access files in Google Drive, we’ve enhanced our integration to comply with the updated security and privacy standards, ensuring safer and more reliable access to your data. With this update,

        • Function #53: Transaction Level Profitability for Invoices

          Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.

        • [Free Webinar] Zoho RPA - OCR, PDF Automation, & More

          Hello Everyone! Greetings from the Zoho RPA Training Team! We’re excited to invite you to our upcoming webinar on the latest release updates for Zoho RPA, where we’ll unveil powerful new capabilities designed to make your automation journey smarter, faster,

        • Zobot Execution Logs & Run History (Similar to Zoho Flow)

          Dear Zoho SalesIQ Team, We would like to request an enhancement for Zoho SalesIQ Zobot: adding an execution log / run history, similar to what already exists in Zoho Flow. Reference: Zoho Flow In Zoho Flow, every execution is recorded in the History tab,

        • Next Page