Automation #3 - Auto-sync email attachments to tickets

Automation #3 - Auto-sync email attachments to tickets



This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk.

Most of our customers use email as their primary channel for customer support. Keeping that in mind we ensured Zoho Desk's multi-channel capability allowed for every email received in your inbox to be automatically converted into tickets in Zoho Desk. But for some time now, we have been receiving question on how to convert email attachments into ticket attachments within Zoho Desk. This process, which is mostly achieved manually now by many customers, can be automated using a simple script.

This automation involves two components: a connection and a workflow rule. We will first start by creating the connection and then set up the workflow rules to execute the custom function.

To create the connection, perform the following steps:
  1. Go to Setup > Connections under Developer Space
  2. Click "Create Connection"
  3. Select "Zoho OAuth" under "Default Connection"
  4. Give the connection name as "ticketattachment"
  5. Under Scope below values
    Desk.tickets.READ
    Desk.tickets.UPDATE
  6. Click "Create and Connect"
  7. Click "Connect" and click "Accept"
Connection is created successfully.

To create workflow rule and associate custom function, perform the following steps:
  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. 
    NOTE: If you would like to fetch all the attachment sent out and received in tickets, select "Customer Reply" and "Agent Response"
  8. Click Next, skip the "Criteria" and Click Next.
  9. In the Actions section, carry out the following steps:
  10. Click the + icon under "Action" and select "New" next to Custom Functions
  11. Enter a name and description for the custom function.
  12. In the script window, input the Custom Function you find below:

    2. //Replace your zoho desk URL accordingly
    3. getTicketThread = invokeurl
    4. [
    5. url :deskDomain + "/api/v1/tickets/" + ticketID + "/latestThread"
    6. type :GET
    7. connection:"ticketattachment"
    8. ];
    9. dir = getTicketThread.get("direction");
    10. info "Direction " + dir;
    11. if(dir == "in")
    12. {
    13. prefix = "customer_";
    14. }
    15. else
    16. {
    17. prefix = "agent_";
    18. }
    19. listAttachments = getTicketThread.get("attachments");
    20. for each  attach in listAttachments
    21. {
    22. attachmentURL = attach.get("href");
    23. filename = prefix + attach.get("name");
    24. getAttachment = invokeurl
    25. [
    26. url :attachmentURL
    27. type :GET
    28. connection:"ticketattachment"
    29. ];
    30. if(getAttachment != null)
    31. {
    32. if(isText(getAttachment))
    33. {
    34. getAttachment = getAttachment.toFile(filename);
    35. }
    36. //info getAttachment;
    37. param = Map();
    38. param.put(filename,getAttachment);
    39. getAttachment.setParamName("file");
    40. uploadResponse = invokeurl
    41. [
    42. url :deskDomain + "/api/v1/tickets/" + ticketID + "/attachments"
    43. type :POST
    44. parameters:param
    45. headers: {"Content-Type":"multipart/form-data"}
    46. connection:"ticketattachment"
    47. ];
    48. info uploadResponse;
    49. }
    50. }
  13. Click Edit Arguments
  14. In the Name field type TicketID, and from the Value drop-down list select Ticket Id under Ticket Information. 
  15. Click "Save" to save the custom function
  16. Click "Save" again to save the workflow.
This should help you fetch attachments from incoming or outgoing response of a ticket and update them under tickets attachments tab.


      • 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

      • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

        Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

      • 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. 

      • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

        Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting

        • Recent Topics

        • Multiple date selection

          Hello, we want create app for our company. We need create tasks for our employers. For example - 1 employer have task every Friday the whole year. Second have task every Monday for 6 months. For simple way create Multiple date selection in date form

        • Last payroll of the year gives me an error

          Trying to run the last payroll of the year. The payment doesn't get to the employee until 1/1/25, which is correct. However when I try to process it I get the following error: Tax calculation is not supported for the year 2025. Please change the Pay date.

        • Partner with HDFC And Sbi Bank.

          Hdfc and sbi both are very popular bank if zoho books become partner with this banks then many of the zoho books users will benefit premium features of partnered banks.

        • Set organization level access to Knowledge Base and manage duplicate article permalinks (with date appended to them)

          Hello everyone, We have introduced two important updates in the Knowledge Base module: Permissions - A new permission called "Admin access" has been introduced under module permission. Permalink alert - Users will be alerted when an article with the same

        • Language Field on Contact Person-level

          Dear at Zoho Books, would it be possible for you to have a Field for 'Language' for the Contact Persons under a Company. In CRM and Bigin we could create a Custom Field (Dropdown) for this effect but without any present in Zoho Books we could never sync

        • 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

        • How to Implement Time-Based Filters in Zoho Workflows?

          Hi everyone, I’m looking for a workaround to implement time-based filters in Zoho workflows. Specifically, I need a workflow to trigger only within certain hours (e.g., between 10:00 AM and 8:00 PM, Sunday to Friday). Currently, Zoho workflows execute

        • Zoho Books email notifications

          Hi, We are currently implementing Zoho books for our organisation. I have 2 questions. 1. Are we able to embed HTML into our emails to make them look as part of our business ? Branding is very big issue for us and i would like to make sure that all branding efforts are carried across into the notification emails.. 2. Is there a way to preview the notifications that are sent out to our customers so we can make sure the look and feel is as we require ? thanks

        • Multiple templates (Settings > Email templates)

          Hi Zoho, We would like to have more options to select a template when sending an email in Zohosign. Currently we can only add 1 template per option: Is this possible? Kind regards, Tristan

        • Add an action to set agent as a member of a team in zoho desk

          Hi, Please add an action to zoho flow to set agent as a member of a team in zoho desk (add to a team or remove from a team). Regards, Ram

        • Zoho email setup in office365

          When i am trying to setup zoho mail setup using my domain in office365 and it is not working and it says that we couldn't log on to the incoming (IMAP) server and please check your email address and password and try again. I was able to login using my

        • Plug Samples #12: Verify Customer Mobile Numbers with OTP to Avoid Spam Entries

          Hi Everyone! Verifying customer information is critical in business to filter out junk data and spammers. Whether it’s lead generation, appointment booking, or any other operation, ensuring quality data is essential for driving meaningful outcomes. A

        • All notes disappeared

          I've been using the notebook app for over five years on my phone without being logged into an account. A few days ago I opened the app and all my notes had disappeared. Since then I tried restarting my phone, updating the app and logging into my account,

        • I need help in setting up a script that works for my calling service

          Please i need your guidance and expertise in how to go about a particular scripting. You see, we are a call service that assists companies to receive calls for them, i need to create a system in my Zoho CRM whereby i will receive call from my already

        • Cost Center accounting

          Hello all. We are looking at switching from MYOB to Zoho books. Love all the features in books - esp. CRM integration, but the big gap for us is the lack of cost-center accounting feature. Are there firm plans to develop this feature in Zoho Books? If

        • Impuesto automatico en cotizaciones

          Buen dia Mi pregunta es como se puede poner alguna operacion para que las cotizaciones me salgan automaticamente con impuestos ya que uno al cargarla al final tienen que añadir el porcentaje de impuesto Saludos

        • Formatting of Gantt Chart for PDF export

          Hi all, There really needs to be some improvements to the presentation of exported PDF Gantt Charts. An exported format is the way that most people on a project (other than the PM directly) will consume this data. The current PDF export options are lacking a lot of control. - I'd like to firstly have control over the export size of the PDFs (A4, A3 etc), Currently it seems arbitrary - very large aspect ratio print sizes. - Next i'd like to be able to specify the print date range, and scale (show

        • How to Iterate a Function in Zoho Desk Workflow with Delay Between Calls?

          Hi everyone, I’m working on a function in Zoho Desk that searches for a specific ticket record. If the ticket is not found, I need to retry the search multiple times with a delay between each attempt until the ticket is located or a maximum number of

        • タスクを問い合わせテンプレートに追加

          タスクを問い合わせテンプレートに自動で追加されるようにしたいです。どうしたらいいですか

        • Placeholder for Agent Signature in Email Templates

          Dear Zoho Team, I hope this message finds you well. We currently face a limitation when designing email templates in Zoho Desk. While we can create email templates and include a footer at the end, the agent signature is always appended by default at the

        • Custom Profile Agents Unable to Update Mandatory Phone Number in tickets under Zoho Desk

          Hi, While working in the Ticket module in Zoho Desk, agents with a custom profile are unable to update the Phone Number field (which is mandatory) under Account Information. The agents need to enter values such as "NA" or "Nil" in the field to close the

        • Response Violation - Zoho Desk

          Hi Team, I just need an information regarding the zoho desk - Response Violation and how can we avoid the tickets from getting the tickets response violated.

        • How to Replace an Assessment in a Job Opening on Zoho Recruit

          Hi everyone, I’m currently using Zoho Recruit and would like to replace the assessment linked to a specific job opening. I want to remove the existing assessment and add a new one. What is the best way to do this without losing any important data or affecting

        • Updating existing values in a list

          Is it possible to update an existing value in a list? For example if I wanted to append text to an existing string value that I had previously added to a list is that possible? I'm able to extract the existing value (get() function) and append the additional text, but can't find a way to add the new value back to the list in the same index location. One work around I found was to delete the existing list entry and then add the new value, however this changes the index location to the last entry in

        • Host not reachable

          Good morning. I have four mail accounts and they have been working well for years. Now, suddenly, I am unable to send any e-mails from any of them. I allways have this pop-up: Thank you. Regards. Luis Fernández

        • BIN Locations

          Hi, I’m new to Zoho inventory and unless Im missing something, I cannot find BIN locations anywhere in ‘items’? please tell me it’s there somewhere?!? Thanks

        • Zoho Marketing Campaign

          I want a details report of marketing API . which API i can use to get a full flexed detail of email campaign , sms , social media ,and all other campaigns ?

        • Zoho Marketing Automation APIs

          When I want to create New lead in marketing automation , I want to add First Name and Last Name as well along with Email but there is no option like this in API . Can you please give me the API which will fulfill my condition ?

        • Adding Folders in Android App

          Is it possible to create a new email folder within the Zoho Mail Android app?  Or can this only be done from the desktop version of Zoho Mail? Cheers!

        • Collaborative editing of spreadsheets by multiple users simultaneously - Is it really possible?

          I work in a SharePoint 2010/SharePoint Server 2010 environment and we use MS Office 2007(Excel 2007) . I have been trying to create a MS Office document which will allow multiple users to work on a spreadsheet simultaneously. For that I have: 1) Created a excel workbook and published as a workspace as suggested by Andrea Kalli in her link: http://www.wonderhowto.com/how-to-collaborate-files-between-sharepoint-and-office-2007-182172/ 2) Set up and saved the Excel Workbook as "Shared" and made it available

        • Ability for customer to give feedback after receipt of an order

          Is there any way we can receive feedback from customers regarding their order after delivery (other than just an email, obviuosly)? This is not the same as product reviews, as it may concern other points, but would ideally have an inbuilt reference to

        • Issue with EU MArketplace

          Hi It's super frustrating that many CRM / Zoho (whatever) extensions are not available in the EU Market place Example: https://marketplace.zoho.com/app/crm/time-tracker-extension-for-zoho-crm For now, can the team address the extension above, but on the

        • Conversion of functions from Google Spreadsheets

          Hello! I use this formula "=QUERY(ResumoOrdemVencimento!A3:O38;"SELECT A,B,C,D,E,F,G,H,I,J,K,L,M,N,O WHERE C != '' ORDER BY C,G")" in Google Sheets but when importing my spreadsheet into Zoho Sheets the formula was not converted. The QUERY function brings data from another spreadsheet, and then I sort and apply conditional formatting. The order of data will change automatically as I update the source spreadsheet. What Zoho Sheets function is equivalent to QUERY? I have some other spreadsheets to

        • Zoho Books Sandbox environment

          Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

        • Zoho Books | Product Updates | November 2024

          Hello users, We are back with exciting new features and enhancements in Zoho Books. From multi-criteria workflows to writing off customer opening balances, discover the new updates designed to make your bookkeeping swift. Attach XRechnung to Invoices

        • Spell check sucks

          Come on guys, it's 2024 and your spell check is completely retarded. You gotta fix it.

        • Signature image logo not displaying in recipient mail clients

          Whenever I send an email to another person the image that forms part of my logo is not displayed just a broken link to: https://mail.zoho.com/mail/ImageSignature?fileName=Email-log.jpg&accountId=47238000000007001&storeName=NN1:-3205531763309921492 I can see the logo because I've got a zoho account and I'm logged on but others without a zoho account can't see it. How do I fix this? Thanks -Martin

        • Sales Order, what are the statuses under Confirmed and Closed

          Hi, I have to build a workflow in Deluge which should be triggered when Sales Order status is Confirmed or Closed. But these 2 states don't exist when you fetch a sales order. Which of the statuses are considered as Confirmed or Closed ? Here is a list

        • Notifications for calendar meetings

          So we have been happy users for a few months now. This is an important problem we face, since I have forgotten meetings already cause of lack of notifications. The problem: I have notifications (email, popup and notifications) set for my calendar by default.

        • attributed automatically database section

          Hello everyone and happy holidays... here in zoho CRM, I created 3 bases: - Properties (House, apartment ...) - Transactions (Notaries, ...) - Real estate ads I want when the address is identical on these three bases, that in "Properties" the transactions

        • Next Page