Automation#34 : Automate Email threading for Ticket notification

Automation#34 : Automate Email threading for Ticket notification


Hello Everyone,
It's been a while since we've presented an automation. However, our community has been buzzing with ideas, use cases, and discussions with our community experts and Ask the Experts session.
So, here we are again, presenting an automation focused on threading ticket notification emails. 
Let's see how this automation helped our folks at Zylker Techfix.
Zylker Techfix, a gadget service company, has grown significantly and now serves a large customer base. The support team receives tickets from various customers, some of whom send multiple emails regarding servicing multiple gadgets. With their expanding customer base, Zylker Techfix wanted to effectively track notification emails sent to customers for each respective ticket.
Additionally, Zylker Techfix aimed to inform customers about the engineer assigned to support them with their submitted gadget, helping establish a stronger connection with their customers.

In this post, let's explore how we can adopt Zylker Techfix's customization.

Notify Customers when a ticket is created

The notification rule has an option to notify your customers when a ticket is created.
You can add the details of the ticket owner within the Email template so customers will know the support executive who will be handling the ticket.

How to include Ticket Owner details within the Email template?

You could create a New Email template or use the Existing email template.

Create an Email template

You can either create a New Email template or edit an existing Email template.
To Add a New Template : Go to Setup (S) >> Customization >> Email Templates >> Select the required Department >> Click on Add >> New Template >> Select the Tickets module >> Enter Name > Select  Folder, From Address, Enter Reply to address if required, Add Subject and desired description.
To add Ticket owner's name, insert the placeholders First Name and Last Name (if required) ${Case Owner.First Name}${Case Owner.Last Name}, under Ticket Owner.

To Edit an Existing Email

To edit an existing Email, Go to Setup (S) >> Customization >> Email Templates >> Select the required Department >> Click on the Edit icon for the existing template or select the existing Template >> Edit description. To insert Ticket owner's name, insert the placeholders for first name and last name (if required) ${Case Owner.First Name}${Case Owner.Last Name}, under Ticket Owner.

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 zohodeskconnection.
1.5 Under Choose Scopes, choose the below scope values:
Desk.settings.ALL
Desk.tickets.UPDATE
1.6 Click Create and Connect.
1.7 Click Connect.
1.8 Choose the Desk's organization to connect with Deluge, and click Submit.
1.9 Click Accept.
Connection is created successfully.

Configure Custom Function within the Workflow Rule

1. Go to Setup, choose Workflows under Automation.
2. Under Workflows, click Create Rule.
3. Under Basic Information, choose Tickets under Module, give a Rule Name and Description.
4. Click on the Active checkbox to activate the rule once created. Click Next.
5. Under Execute on, select Create.
6. Add Criteria, if required.
7. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
    7.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
    7.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
           7.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
           7.2.2 In the Argument Name field, type contactEmail and select Email in the Contacts Section.
           7.2.3 In the Argument Name field, type fromEmailAddress, click on Specify Custom Value and type the verified From Address of your department.

    7.3 In the script window, insert the Custom Function given below:
  1. //<<<< User Inputs Section >>>>----
  2. // Replace ".com" with appropriate domain extension based on customer's location/DC
  3. deskURL = "https://desk.zoho.com";
  4. templateId = "xxxxxxtemplateIdxxxxx";
  5. //<<<< Initial Configs >>>>----
  6. logs = Map();
  7. template = invokeurl
  8. [
  9. url :deskURL + "/api/v1/templates/" + templateId + "/render?entityId=" + ticketId
  10. type :POST
  11. connection:"deskconnection"
  12. ];
  13. if(template != null && template.containsKey("body"))
  14. {
  15. logs.put("template",template);
  16. emailContent = template.get("body");
  17. emailReplyParams = {"channel":"EMAIL","to":contactEmail,"fromEmailAddress":fromEmailAddress,"content":emailContent,"contentType":"html"};
  18. logs.put("emailReplyParams",emailReplyParams);
  19. sendReply = invokeurl
  20. [
  21. url :deskURL + "/api/v1/tickets/" + ticketId + "/sendReply"
  22. type :POST
  23. parameters:emailReplyParams + ""
  24. connection:"deskconnection"
  25. ];
  26. logs.put("sendReply",sendReply);
  27. }
  28. info logs;
Notes
Note
a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.
b.In Line 4, enter the template id within " " of the Email template you created or edited.
To fetch Template id, go to Setup (S) >> select Email Templates under Customization >> click on the Email template and on the Address bar, copy the numeric value at the end of the URL.
8. Click Save to save the custom function.
9. Click Save again to save the workflow.
Now, along with your ticket conversations, you can also track the emails sent as notifications within your ticket conversations.

Share your thoughts in the comments below or knock at our mailbox: support@zohodesk.com

Until the next post,
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

        • Enhancements to Zoho Maps integration tasks

          Hello everyone, We're excited to announce enhancements to the Zoho Maps integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

        • Bug in Total Hour Calculation in Regularization for past dates

          There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM check

        • Narrative 12: Sandbox - Testing without the risk

          Behind the scenes of a successful ticketing system: BTS Series Narrative 12: Sandbox - Testing without the risk What is a sandbox environment? A sandbox environment is a virtual playground that allows you to test freely and experiment with various elements

        • Dynamically catching new file creations

          I have a team folder with many subfolders, and in those folders we add new documents all the time. I'd like to have a workflow or script to notify me (and then take other actions) when a file is added anywhere in that structure that ends in "summary.txt".

        • Announcing new features in Trident for Mac (1.27.0)

          Hello everyone! Trident for macOS (v1.27.0) is here with new features and enhancements to improve scheduling and managing your calendar events. Let's take a quick look at them. Stay aligned across time zones. Both the scheduled and original time zones

        • Branding of native system emails

          Make system emails adjustable in terms of branding. We want our system to be completely white label, because it is not a CRM anymore, it's way more than that. We are following the strategy of "CRM for everyone" to use the CRM in all departments, not only

        • Slow uploads of large files

          I'm wanting to use Workdrive for transferring large images and video (we're talking things from 100MB-5GB). I'm running solo on a 500MBit/sec fiber connection. I'm getting upload speeds to Workdrive of no more than about 1-3Mbytes/sec when going through

        • Migrate Your Notes from OneNote to Zoho Notebook Today

          Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import

        • need to upload from airtable to google drive

          I have a zapier zap that automates between airtable and google drive. When a customer uploads a new file into airtable via a client portal interface, zapier uploads that file into a folder linked to that customer's project record. I need to replicate

        • Can't delete functions that are associated with deleted workflow rules

          We have a handful of functions that were once associated with a workflow rule, but the rule has been deleted. The function still thinks it is associated so I can't assign it to a new rule. It is starting to get really messy because we have a list of functions

        • Default Sorting on Related Lists

          Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'created

        • Credit Management: #1 Credit You Owe vs Credits Owed to the Business

          Think about the last time you ordered food online. You might have paid in advance through your card, but you received a $20 refund because your order got delayed or cancelled. In most apps, refunds don't go into the bank account directly; instead, they're

        • Tip #46- Turn Every Session into an Insight with Zoho Assist survey report- 'Insider Insights'

          Delivering exceptional remote support isn’t just about resolving issues, it’s about understanding how both customers and technicians experience each session. That’s where Survey Report in Zoho Assist come in. You can configure and customize survey questions

        • Enhancing Zia's service with better contextual responses and article generation

          Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic while

        • Allow the usage of Multi-Select fields as the primary field on "Layout Rules"

          We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory field

        • CRM/Bookings integration edits Contact names

          Hi there, I've installed the extension that connects Zoho CRM and Zoho Bookings. When we get a new appointment from Bookings from an existing Contact, that Contact's record shows this: First Name was updated from asd to blank value Last Name was updated

        • Domain Change

          “Please update my Email-in domain from @biginmail.biginmail.in to @biginmail.zoho.com. Messages to the .in domain are bouncing.”

        • Webhooks Limit Exceeded

          Today, I received an error message saying, 'Total number of Webhook call exceeded', but when I look at Manage > Billing, it doesn't look like any of my invokeURL calls are being logged. Following the advice from this thread: https://help.zoho.com/portal/en/community/topic/webhooks-daily-limits-in-zoho-creator

        • Auto select option in CRM after Zoho Form merge

          Hi, I have a dropdown field in Zoho CRM that is filled with a Zoho Form. The data is filled but not automatically shown. After selecting the right value in the dropdown the information a second field is shown. So the question is; how can I make the dropdown

        • Bring your CRM data straight into your presentations in Zoho Show

          Let's say you are working on a presentation about your team's sales pipeline for an upcoming strategy meeting. All the information you need about clients and leads is in Zoho CRM, but you end up copying details from the CRM into your slides, adjusting

        • Improved RingCentral Integration

          We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

        • Introducing New APIs in Zoho Contracts

          We are excited to announce the release of new APIs in Zoho Contracts to help you automate and manage every stage of your contract lifecycle more efficiently. Here’s a quick overview of what’s new: 1. Complete Contract Draft You can use this API to complete

        • Vimeo

          For me Vimeo is the most important video social channel for media and filmmakers. Would others agree and like it added to Zoho Social.

        • Delete a department or category

          How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.

        • Organization Emails in Email History

          How can I make received Org Emails to show up here?

        • Deleting Fields in CRM Deletes Views in Analytics

          Hey friends! I'm having some issues when we modify some fields within ZohoCRM. There are times where we need to sunset a field and eventually completely remove it. In these instances, it seems like a lot of views are removed in Analytics. This ranges

        • How to setup pricing in Zoho

          Hi everyone, I am relatively new here and have just moved from my old inventory system to the Zoho one. I am trying to get my head around how it all works. I am mostly setup connected to a shopify store, but I do manual sales also For manual invoicing,

        • Prefilled Date fields auto-changed and then locked when using “Edit as new”

          If a document out for signature has date fields (not SignedDate fields) that were pre-filled before sending, and then you use “Edit as new” to create a new version of the same document, the value of those date fields gets automatically changed to today

        • Is there a way to update all the start and end dates of tasks of a project after a calendar change?

          Hi! Here's my situation. I've built a complete project planning. All its tasks have start dates and due dates. After completing the planning, I've realized that the project calendar was not the right one. So I changed the project calendar. I now have

        • Access Phone Field Components (Country Code) Directly

          Hello everyone, I'd like to propose an enhancement for the Phone field in Zoho Creator. The Problem: The Phone field captures the country code and local number separately, but stores them as a single string (e.g., +1234567890). To get the country code,

        • Send mass messages through WhatsApp from the Tickets module

          Hi Everyone! Effective communication is key to delivering prompt and reliable customer support. Because WhatsApp is one of the most widely used and familiar messaging platforms, it's an effective channel for agents to reach customers who have submitted

        • Lead Owner Signature Merge Field

          I want to automatically insert a signature (i.e. contact info usually found at the bottom of an email) into an email template, depending on who the lead owner is. What is the merge code for the Signature from a Users profile? CRM > Settings > Customization > Templates There is a popup near the bottom of the edit screen which says: "You can insert a Signature, which is available as a merge field in the users section." It is also referenced on this page: https://help.zoho.com/portal/en/kb/crm/customize-crm-account/customizing-templates/articles/template-builder#Merge_Fields

        • How do I create a time field?

          I want a field that only records time. I can only see how to create a date-time field. If I do that and enter a time, without a date, nothing is recorded. If I create a number or decimal field, I cannot use it in time calculations. All I want is a field

        • Alternating columns - How to reverse order on mobile - Responsive template

          Can the order of alternating columns be reversed on mobile so that image comes before the text? Example: Desktop Row 1 column Left (image) , column right (text) Row 2 column Left (text) , column right (image) Mobile Currently Row 1 Image over text Row

        • InvokeURL butchering JSON for OpenAI API calls

          My organization works with mostly educational institutions. We have a custom module called "Schools", which is the user-entered school name they put when using our service (which they enter along with their state and zip code). We want to map this to

        • CRM for email in Outlook: how to ignore addresses?

          We’re using the "Zoho CRM for email" add-in for Outlook. When opening an email, the add-in displays all email addresses from the message and allows me to add them to the CRM or shows if they’re already contacts. However, sometimes people listed in To

        • Custom order for Current Stage (Blueprint field)

          Hi! I suggest adding the option to set a custom order in reports for the Blueprint field ‘Current Stage’. Currently, these fields can only be sorted in ascending or descending order. Thanks!

        • CRM E-mail Sync from Outlook

          We are exploring Zoho as a possible new solution for our company. We are trying to understand further on how e-mail sync works. We use outlook. Our current CRM logs anytime we e-mail a customer so we can see in the CRM the message sent to the customer.

        • Run your help desk on your schedule

          In business, time is of the essence. This is especially true in a function like customer service, where KPIs such as response time and agent availability are the measures of success. Perhaps the most crucial consideration one needs to make about time is your hours of operation. These set expectations for your customer and for employees. To make communicating this information easier, we've revamped the way business hours and holiday lists work in Zoho Desk.   In order to accommodate teams that work

        • The Customer Happiness REST API is broken

          1. We are unable to extract the customerHappiness ( https://desk.zoho.com/DeskAPIDocument#CustomerHappiness#CustomerHappiness_ListallcustomerHappiness) object using the ticketNumber criteria. We keep getting HTTP 429 even when we limit to 60 calls per

        • Next Page