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

        • Cannot connect to 365 business calendar and Teams, says personal but it is not.

          hi I have a number of users connected to their 365 business accounts. Adding a new user and it thinks hes got 365 personal edition. He does not.... Anyone know what's going on. Trying for days now. Bookings go into his MS calendar but as its thinks its

        • Limited review (/questions) for Bookings 2.0

          Hi all, I'm writing this review of Bookings 2.0 for two reasons: 1) it may be of interest to others, and 2) I'd like to be corrected if I'm wrong on any points. It's a very limited review, i.e. the things that have stood out as relevant, and particularly

        • Zoho Bookings - Reserve with Google

          Does Zoho Bookings plan to to integrate with Reserve with Google?

        • Tip #3: How to change your booking page language

          Displaying your booking page in your target audience's language can greatly increase customer satisfaction. By speaking their language, you will help customers feel more comfortable scheduling with you and create a stronger connection with them. Let's

        • Bigin Android app update: Alerts while creating tasks outside of working days, conflicting events and calls.

          Hello everyone! In the most recent version of the Bigin Android app, we have brought in support to display an alert if task is being scheduled outside of the working days. Also, when scheduling an event or call in the Activities module, a conflict alert

        • Bigin update: Link email messages to pipeline records.

          Hello everyone! In the latest version of the Bigin iOS(v1.11.9) and macOS(1.8.9) app, we have brought in support for an option to link email to pipeline records. This helps you to view emails specific to a deal, especially when a contact is associated

        • Bigin Android app update: Custom buttons and widgets

          Hello everyone! We are excited to introduce custom buttons and widgets on the Bigin Android app. Widgets: A widget is a customizable UI component in Bigin that improves efficiency and user experience. It lets businesses embed components, streamline interactions,

        • Biometric Access Support on Zoho Vault Desktop App

          Is there any plans to add biometric authentication (fingerprint, face recognition) for Vault desktop apps (Windows/macOS) to enhance security and ease of access. I would love to hear other members view on this

        • Zoho Sheet for Desktop

          Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

        • Zoho Sheet - Desktop App or Offline

          Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

        • Collective-booking event not added to all staff calendars

          We assign two staff to certain events. When the client books this event, it adds it to one staff calendar (the 'organiser') but not the other. How can I ensure all staff assigned to a collective booking get the event in their calendar? (A side note: it

        • Project Management Bulletin: October, 2025

          Every need leads to innovation. Project Management tools were developed out of sheer necessity to drive large projects. With wide usage, the specifications grew precise, and so did the refinement. Over years we’ve crafted one of the best project management

        • Email Recall Feature In Zoho Mail Which Should Also Work For Outside Organisation Members

          Add a feature to recall or undo sending an email within a configurable short time window (e.g., 30 seconds to 2 minutes) after hitting send, similar to Gmail’s undo send. Currently the sent email can not be recall If the recipient is not from within your

        • Zoho Sheets saying locked when not locked

          Zoho Sheets won't let me add more rows to sheet because it's saying the sheet is locked, but the sheet is not locked. I tried using a different browser but I still have the same issue.

        • Identifying and Merging Accounts with Similar (Non-Exact) Names

          Hello everyone, I’m aware of the built-in deduplication feature in Zoho CRM that allows merging records with exactly matching values for selected fields. However, I’m running into a situation where our migrated data contains multiple variations of the

        • Option for super admin to recover the deleted chats in Zoho Cliq

          Currently, in Zoho Cliq, if a user accidentally deletes their chats, there is no option for the Super Admin to recover or view those deleted messages. I believe it would be helpful if Super Admins had a recovery option, perhaps within a certain time frame,

        • Zoho CRM iOS app updates: the Homepage, Zoho Survey integration, and support for multiple file uploads in subform

          Hello everyone! The Zoho CRM mobile app continues to evolve to bring you a smoother and more powerful CRM-on-the-go experience. We're excited to share some important updates now available in the iOS app. Here's what's new: Homepage support Zoho Survey

        • I am trying to integrate my module in sandbox environment to add data via API

          I went through the documents and tried to setup the API for adding the module via the api but the problem is the token setup is done on "https://accounts.zoho.in/oauth/v2/token" domain and the bulk write is done on "https://content.zohoapis.com/crm/v8/upload"

        • Is anyone else having trouble saving a custom image in their email signature, or is it just me?

          When I try to save the image I get an error that says "Operation Failed" I opened a support ticket two weeks ago and received a response that it would be debugged, but it still isn’t working

        • Setting up primary mobile number.

          Hi Sir Earlier I joined IIFL team and got an organizational email of zoho services. Later i quit and now my account is deactivated with IIFL but i am unable to link my mobile number to my own email id with zoho.

        • Add Custom Reports To Dashboard or Home Tab

          Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

        • Account in Quick View Filter

          I have a report that I often run against a specific Account. Every time, I have to go into the edit menu and change the Advanced Filter. I would prefer to use the Quick View Filter, but it does not allow me to use the one and only field that makes any

        • In arattai received message can't be deleted

          The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received

        • Zoho sheet for desktop

          Hi is zoho sheets available for desktop version for windows

        • Tables for Europe Datacenter customers?

          It's been over a year now for the launch of Zoho Tables - and still not available für EU DC customers. When will it be available?

        • Guided Conversations - Ticket Creation

          Hi there, Using Guided Conversations to Take Customer Data and apply it into a Support Ticket for internal use, Is there a way to take multiple Textual Variables Inputs (A series of questions), and have the answers all appear in the Description of the

        • How to send certain invoices for Approval based on condition?

          To streamline operations, I need the invoices to go for approval when certain conditions are met. For example, if my staff gives a discount of x amount, it must go for approval. If there is no discount, then the invoice will be approved automatically.

        • Unable to continue payment

          Hi, I want to make a payment for my email subscription, but I cannot proceed with the payment because my NITKU is invalid. In Indonesia, the NITKU consists of 22 digits, but Zoho only provides 20 digits, causing my NITKU to be invalid. Please help me

        • Is there a way to show contact emails in the Account?

          I know I can see the emails I have sent and received on a Contact detail view, but I want to be able to see all the emails that have been sent and received between all an Accounts Contacts on the Account Detail view. That way when I see the Account detail

        • Massive spam pretending to come from our address – is this a Zoho security issue?

          Hi, We’ve been receiving more and more suspicious emails lately — many of them clearly look like scams. But yesterday, we got an email that appeared to be sent from our own address, which was very concerning. We're starting to wonder if this might be

        • LINE Auto Message Connect to Zoho

          When I integrated LINE into the CRM, I was prompted to disable “Chat,” “Auto Response,” and “Greeting Messages,” and to enable the webhook. However, since I have already set up some auto-reply features in LINE, including Rich Messages and greeting automation,

        • System flaws and lack of response from Zoho

          I have had to go on here as no-one is replying to my emails regarding my problem (been 10 days and no email reply) and your chat facility online through your Zoho Books software opens and closes immediately, so not functioning properly. I actually called

        • Cant recieve mails

          I’m having an issue with my external IMAP account not fetching any emails into Zoho Mail, even though the connection test says “Success”. I can send, if someone sends an email to me. my original directory (home.pl host) recieves it in their portal but

        • Zoho Sheet Autofit Data

          While using Autofit Data function in Zoho Sheets with Devnagri Maratji or Hindi Fonts, a word or a number, it keeps couple of characters outside the right side border.

        • Enhancements to finance suite integrations

          Update: Based on your feedback, we’ve updated the capabilities for integration users. In addition to the Estimates module, they can now create, view, and edit records in all the finance modules including Sales Order, Invoices, Purchase Order. We're also

        • Edit 'my' Notes only

          The permissions around Notes should be more granular, and allow to user to be able to edit the notes he created only. The edit Notes permission is useful as it allows the user to correct any mistakes or add information as needed. However, with this same

        • How do I filter contacts by account parameters?

          Need to filter a contact view according to account parameter, eg account type. Without this filter users are overwhelmed with irrelevant contacts. Workaround is to create a custom 'Contact Type' field but this unbearable duplicity as the information already

        • Job Alerts for Candidates

          hi All, I have 2 questions relating to sharing job details with candidates. 1. is there a way to notify candidates that meet certain criteria of current jobs available? eg. I run a candidate search, and identify 50 candidates that might be suitable. Can

        • Add multiple users to a task

          When I´m assigning a task it is almost always related to more than one person. Practical situation: When a client request some improvement the related department opens the task with the situation and people related to it as the client itself, the salesman

        • Enhancing Task Accuracy: Automatically notify the owners upon Task duplication.

          Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. The requirement

        • Next Page