Automation#32:Auto Add New Portal Users to the Help Center User Groups

Automation#32:Auto Add New Portal Users to the Help Center User Groups

Hello Everyone,
Introducing a custom function that automates the process of adding new portal users to Help Center user groups, making user management effortless!
By default, Zoho Desk allows you to assign new portal users to groups manually. But with this custom function, the process is completely automated, ensuring seamless categorization.


Why User Groups?

Zylker Techfix was dedicated to helping customers through their Help Center. While they actively supported users, there was one challenge: everyone received the announcements, irrespective of their requirements.
Zylker Techfix wanted a smarter way to engage their users by sending targeted announcements based on individual interests, such as gadgets, office equipment, and operations.
To make this happen, they created user groups and assigned new users accordingly. But manually adding users to the right groups was time-consuming.
So, they automated the process! With a custom function, they streamlined operations, ensuring every new portal user was automatically assigned to the right Help Center user group. More relevance, better engagement, zero manual effort.
Let’s walk through the steps to incorporate this custom function into your workflow.

Prerequisites

1. Create a connection
  1.1 Go to Setup(S) and choose Connections under Developer Space.
  1.2 Click Create Connection.
  1.3 Select Zoho OAuth under Default Connection.
  1.4 Set the connection name as zohodesk.
  1.5 Disable the toggle for User Credentials of Login User. 
  1.6 Under Scope, choose the below scope values:
Desk.contacts.READ
Desk.contacts.UPDATE
  1.7 Click Create and Connect.
  1.8 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 Create Rule.

In the Basic Information section,
3. Select Contacts from the drop-down menu under Module.
4. Enter a Rule Name and Description for the rule.
5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.
6. Click Next. 

In the Execute on section, follow these steps:
7. Select Field Update. Select field isPortalUser. 
8. Click Next.
9. In the Criteria section, add isPortalUser is and select the checkbox. click Next. 
10. In the Actions section, click the + icon and select New next to Custom Functions.
11. Enter a Name and Description for the custom function. Choose Contacts under Module.
12. Under Argument Mapping, give a desired Method Name. Map the arguments as below:
      12.1 In the Argument Name field, type contactId and select Contact ID under the Contacts Section.
13. In the script window, insert the Custom Function given below:
  1. // ---------------User inputs------------------------------------------
  2. deskUrl = "https://desk.zoho.com/api/v1/"; // replace based on user dc
  3. groupId = "<<GROUP ID>>"; // replace the group id in your desk portal
  4. //---------------------------------
  5. logs = Map();
  6. try 
  7. {
  8. getContactStatus = invokeurl
  9. [
  10. url :deskUrl + "contacts/" + contactId + "/helpCenters"
  11. type :GET
  12. connection:"zohodesk"
  13. ];
  14. contactUserId = getContactStatus.get("data").get(0).get("userId");
  15. if(contactUserId != null)
  16. {
  17. addUserToGroup = invokeurl
  18. [
  19. url : deskUrl + "groups/" + groupId + "/users/add"
  20. type :POST
  21. parameters:"" + {"users":{{"id":contactUserId}}}
  22. headers:{"Content-Type":"application/json"}
  23. detailed:true
  24. connection:"zohodesk"
  25. ];
  26. info "addUserToGroup" + addUserToGroup;
  27. }
  28. }
  29. catch (errorInfo)
  30. {
  31. logs.insert("errorInfo":errorInfo);
  32. }
  33. info "logs: \n" + logs;
  34. if(logs.containKey("errorInfo"))
  35. {
  36. throws "Error happen in the CF execution";
  37. }
User Inputs
a. In Line 2, replace .com in the URL based on your DC. 
b. In Line 3, enter the group ID to which you would like to add your new portal users. To access group ID, go to Setup >> Help Center >> Select the Department having your preferred User group >> choose User Groups on the left panel >> Select the user group >> The Id in the address bar is the required Group ID. 
Notes
Note: Configure the Workflow for the contacts module in the respective department where you want to add portal users to be added to the User group. 
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

Share with us how this custom function helps you in your operations! Drop a comment below or reach out to us at support@zohodesk.com, we’re just an email away!

Meet you in the next post!
Regards,
Lydia | 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

        • Vendor Master Enhancements for Faster Purchase Entry

          I’d like to suggest a few features that will improve accuracy and speed during purchase voucher entry: Automated Item Tax Preference in Vendor Master Add an option to define item tax preference in the vendor master. Once set, this preference should automatically

        • Quick Item Search & Auto-suggestion for Invoices

          Hi Team, I am facing an issue while creating invoices in Zoho Books. Currently, I have to type the full item name in the correct sequence and spelling for it to appear. For example, my item name is: "Distemper Acri Silk Special White 10kg" If I type something

        • 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.

        • Integrating Chatbot with Zoho Creator Application

          Is it possible to integrate a chatbot with a Zoho Creator application?

        • Average Costing / Weighted Average Costing

          Hello fellow maadirs. I understand Zoho Books uses FIFO method of dealing with inventory costing, but do you guys have any plans to introduce average costing? We indians need average costing. It's part of our culture. Please. I beg thee. Thanks.

        • 'Add Tax To Amount' not reflected in Invoice

          Hi Zoho Support, I'm experiencing an issue with tax calculation display in my invoice template. Despite having "Add tax to amount" box checked in the template settings, the Amount column is not showing the tax-inclusive total for line items. Current behaviour:

        • "Subject" or "Narration"in Customer Statement

          Dear Sir, While creating invoice, we are giving in "Subject" the purpose of invoice. For Example - "GST for the month of Aug 23", IT return FY 22-23", "Consultancy", Internal Audit for May 23". But this subject is not coming in Customer Statement. Only

        • A real WYSIWYG field instead of the limited rich text

          Hi to everyone A "real" WYSIWYG or HTML field that outputs good HTML code when accessed through the API would be excellent. I tried to use the rich text field, but the styling options are limited. For example, there are no heading tags (h1 to h6), and

        • Delete my store of Zoho commerce

          Hi Team, I want to delete my stores of commerce. Please help me asap. Looking for the positive response soon. Thanks Shubham Chauhan Mob: +91-9761872650

        • Delete Inactive Zoho Accounts - Access Cleanup_User Id: 60001640923

          As part of our Zoho access hygiene, we’ve reviewed and deactivated several inactive user accounts. These accounts have not been used in the past year and are no longer tied to active operations. All access rights have been revoked, and records retained

        • No feedback from Zoho Books regarding Yodlee feeds for Investec

          I reported on 6 Feb 2025 that the Bank Feeds for Investec bank via Yodlee are not working. To date there has been no resolution. You are charging us for a suite of products where the functionality does not work. Please advise how you will refund me for

        • Inappropriate Removal of Features

          It's the first with any software where I am experiencing that an existing customer has some of his exiting features removed. Moreover, new Zoho One users are paying less than us. Is this going to be Zoho's "normal behaviour". If so, it is going to be

        • Filtering report embeded in page

          Right now we are using a page variable to filter a report on a page. However, it being a page variable makes it reset if you go to another report/form, we want the filter to be kept the same. I tried using an application variable according to zoho you

        • Export Invoices to XML file

          Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

        • Zia summarizes your IM bot chats in real time

          Hello everyone! Let's say you’re an agent taking over a chat where a customer was booking a flight through a bot on WhatsApp. They've already shared key details, like their destination, travel date, and number of passengers. You need to understand the

        • Megamenu

          Finally! Megamenu's are now available in Zoho-Sites, after waiting for it and requesting it for years! BUT ... why am I asked to upgrade in order to use a megamenu? First: Zoho promised to always provide premium versions and options for all included Zoho-applications

        • Cancel and refund

          Hi, Yesterday I paid for the Zoho email subscription. Within a few minutes, I realized that the subscription counts one email ID as one user. To make another email ID for the same domain name, I'd have to pay for another user. I emailed right away to

        • One Contact with Multiple Accounts with Portal enabled

          I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and

        • Kaizen# 209 - Answering Your Questions | All About Client Script

          Hello everyone! Welcome back to another exciting Kaizen post! Thanks for all your feedback and questions. In this post, let's see the answers to your questions related to Client Script. We took the time to discuss with our development team, carefully

        • To Do: shareable task links without login

          Hi! I’m using Zoho Mail and ToDo in my daily work, and I’ve run into one limitation that’s a real blocker for me. Right now, to share tasks with managers or directors, they need to have a Zoho account and be added to a group. In practice, many of them

        • Ability to turn off "Would you like this amount to be reflected in the Payment field?" message

          Team, Is there any way to turn off the message" Would you like this amount to be reflected in the Payment field?" when I make a payment? This is so annoying. This happens EVERY TIME I put an amount in the Payment Made field.

        • Unlock agreement intelligence with Zoho Sign's latest AI updates

          Hello! If you've been struggling with long, complex agreements and spending way too much time on them, here's exactly what you'll want to hear: Zoho Sign now integrates with OpenAI's ChatGPT to make agreement management smarter and simpler. Acting like

        • Currency abbreviations

          Hello, Im stuck, and need help. I need the currency fields for example, opportunity value, or total revenue, to be abbreviated, lets say for 1,000 - 1K, 1,000,000 - 1M, and so on, how should I do this?

        • Embed Sign Document

          Has anyone tried embedding a document in a webpage? I'm building a webpage (using PowerPage) and I'm trying to embed it using an iframe then I got this error: Refused to display 'https://sign.zoho.com/' in a frame because it set 'X-Frame-Options' to

        • Zeptomail API error 500 internal server error

          Hi Everyone, getting this eror continuously! Can anyone please guide around the same! Zeptomail API error 500 internal server error Best Regards

        • We’re transitioning from Zoho ShowTime to TrainerCentral

          Hello everyone, Zoho ShowTime was originally built as a training platform to serve training agencies, HR teams, and individual trainers. As the platform grew, we realized that more creators and businesses could benefit from its capabilities. That’s why

        • Emails Are Not Being Delivered to My Inbox

          Hello Zoho Support Team, I am experiencing an issue with my Zoho Mail account. The most important problem is that emails are not being delivered to my inbox. Details: My Zoho Mail address: info@coreforcelife.com What happens: I am not receiving any incoming

        • Radar In Focus: Track customer support metrics using Radar's static reports

          Hello everyone, Welcome back to the Radar In Focus series, where we explore how Radar features can add value to your business. In this episode, we're looking at Radar static reports. The help desk is filled with vast amounts of data that can be analyzed

        • Mail ToDo & Tasks Webhooks

          Our company uses Zoho ToDo inside Mail to manage our tasks. When I create a task and assign it to a team member it does not notify them unless I add a reminder via mail. I'm trying to create a webhook for when a task is created to send a cliq message

        • Allocating inventory to specific SO's

          Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which could

        • Improved UI for a Seamless User Experience - Calls, Tasks, and Meetings

          Hello all, We are making UI unification across CRM so that the UI experience is seamless across the product. As part of that effort, we have made changes to the details page of activity-based module records—Meetings, Calls, and Tasks. Let's look at these

        • Where can I find rejected inbound mails and their reason for rejection

          Hi, I was recently made aware by a mailing list which I am subscribed to (ffmpeg-devel@ffmpeg.org) that my Zoho mail Mail account is rejecting some emails. If I look under Admin Panel > Security & Compliance > Quarantine > Incoming, the list there is

        • Refund

          Hi There, Please refund me asap possible, because of no support given. Thank you

        • تغيير عمله الدفع"Change payment currency"

          ما هى طريقه تغيير عمله الدفع "ما هي طريقة تغيير عملة الدفع؟"

        • How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

          How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

        • Attention API Users: Upcoming Support for Renaming System Fields

          Hello all! We are excited to announce an upcoming enhancement in Zoho CRM: support for renaming system-defined fields! Current Behavior Currently, system-defined fields returned by the GET - Fields Metadata API have display_label and field_label properties

        • Zia's ability to generate and improve content extended to Desk mobile app (iOS and Android)

          In support, agents will have to understand customers' pain points completely to provide empathetic personalized solutions and a positive experience. However, at times, agents might find it challenging to comprehend the customer issues and connect with

        • BANK FEED - MAYBANK , provider from YODLEE IS NOT WORKING

          As per topic, the provider YODLEE is not working for the BANK FEED. It have been reported since 2023 Q3, and second report on 2023 Q4. now almost end of 2024 Q1, and coming to 2024 Q2. Malaysia Bank Maybank is NOT working. can anyone check on this issue?

        • Item images

          Can we get an "On hover" expanded image for items please ?

        • Free webinar—Redefining workforce security with Zoho Vault: Passwords, passkeys, and multi-factor authentication

          Hi everyone! Did you know that in Q2 alone, 94 million data records were leaked globally? Behind every breach is a combination of poor password habits, phishing attacks, privilege misuse, and simple human error. The fallout—including reputational damage,

        • Next Page