Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros

Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros


Hello Everyone,
This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner.
When managing tickets, you can use the Comment feature to communicate internally with your team and keep everyone updated. If you select Comment(Private), the information will only be visible internally within your Zoho Desk. If you choose Comment(Public), the comment will be visible to your customers on the Help Center.

While automating comments using Macros, it can be challenging to track progress or identify the comment owner if no agent is attributed to the automated entry. This custom function ensures that the comment will appear under the name of the agent who applied it, rather than the person who configured the Macro.
 
Additionally, this Macro allows you to include a standardized comment to save time for frequently repeated updates.  
For example, Zylker Techfix collaborated across multiple departments and often required detailed customer information before transferring tickets between teams. They used comments to inform colleagues about the ticket status. To streamline this process, they automated a frequently used comment: "Awaiting additional information from the customer to proceed further." This clearly communicated to team members why a ticket was on hold. Additionally, this custom function allowed them to track which agent who applied the Macro.
To configure this within your Macros, please follow the steps below.

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 deskconnection.
  1.5 Under Choose Scopes, choose the below scope values:
Desk.basic.READ
Desk.settings.READ
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 Macros under Automation.
2. Under Macros, click Create Rule.
3. Check if the right department is selected
4. Under Basic Information, give a Rule Name and Description.
5. Under Availability, select All agents/Specific Agents based on your requirement. If you choose Specific Agents, select the agents for whom you want to make this Macro available. Click Next.
6. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
    6.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
    6.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
        6.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
 7. In the script window, insert the Custom Function given below:
  1. // ----<<<< User Inputs >>>>----
  2. // --- Replace ".com" with appropriate domain extension based on customer's location/DC ---
  3. deskURL = "https://desk.zoho.com";
  4. commentContent = "<<Your_comment_content>>";
  5. // ----<<<< Initial Configs >>>>----
  6. logs = Map();
  7. ticketCommentParam = Map();
  8. loginUserEmail = zoho.loginuserid;
  9. logs.insert("ticketId": ticketId);
  10. logs.insert("loginUserEmail": loginUserEmail);
  11.  
  12. //---------------------------
  13. try {
  14.     // ---- start your logic from here ----
  15. agentDetailsResponse = invokeurl
  16. [
  17. url :deskURL + "/api/v1/agents/email/" + loginUserEmail
  18. type :GET
  19. connection:"deskconnection"
  20. ];
  21. logs.insert("agentDetailsResponse":agentDetailsResponse);
  22. if(agentDetailsResponse != null && agentDetailsResponse != "" && agentDetailsResponse.size() > 0 && agentDetailsResponse.containKey("id"))
  23. {
  24. agentId = agentDetailsResponse.get("id");
  25. ticketCommentParam.insert("commenterId":agentId);
  26. }
  27. // ---- Add comment in the ticket ----
  28. ticketCommentParam.insert("content":commentContent);
  29. ticketCommentParam.insert("isPublic":"false");
  30. ticketCommentParam.insert("contentType":"html");
  31. logs.insert("ticketCommentParam":ticketCommentParam);
  32. commentAddResponse = invokeurl
  33. [
  34. url :deskURL + "/api/v1/tickets/" + ticketId + "/comments"
  35. type :POST
  36. parameters:ticketCommentParam.toString()
  37. connection:"deskconnection"
  38. ];
  39. logs.insert("commentAddResponse":commentAddResponse);
  40. }
  41. catch(errorInfo) {
  42.     logs.insert("errorInfo": errorInfo);
  43. }
  44.  
  45. info "logs: \n" + logs;
  46.  
  47. if(logs.containKey("errorInfo"))
  48. {
  49.     throws "Error happen in the CF execution";
  50. } 
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 text which you would like to include as a ticket. 
8. Click Save to save the custom function.
9. Click Save again to save the Macros.


We hope this custom function helps streamline your team's communication and enhances your ticket management process. If you have any questions or need further assistance, feel free to reach out to us at support@zohodesk.com .
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

        • Best way to display complex Bookings Consultation Descriptions on Zoho Site?

          I am a new user so apologies if this has been asked before. I couldn't find any answers in the forum. We offer 18 complex Consultations to our subscribers. Our current platform lets me put detail on these Consultations thoroughly (200-300 words) during

        • DKIM cannot be enabled for the domain as no verified default selector present

          Hi Support Team, For Domain DKIM record trying to enable status. but showing error "DKIM cannot be enabled for the domain as no verified default selector present" So, please resolve the issue. Thank you.

        • Issue Connecting My Domain to Zoho Sites Despite Purchasing It from Zoho

          Hello, I am facing an issue connecting my domain to my website on Zoho Sites. Details of the issue: I purchased the domain directly from Zoho. I am already using the same domain successfully with Zoho Mail. However, when I try to assign this domain to

        • Insert auto number from main form into subform rows

          Hello. I'm trying to take from my main form "order number" which i have setup as an auto generated number into every line created in my subform. So when a row is created in my subform i want the "order number " from the main form to be inserted automatically.

        • Dark Mode - Font Colors Don't Work

          When editing a document in Dark Mode and selecting font colors, they don't show up on screen.  Viewing/editing the same document in Light Mode shows them just fine.

        • Integrate Bunq with ZOHO Bookes

          We are new users of ZOHO Books, and our bank (BUNQ, in the Netherlands) isn't listed on the bank integrations. Is there a way to handle this?

        • Cliq iOS can't see shared screen

          Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

        • Access Denied

          I am iOS Developer and updating our clients project and shifted ZohoDeskPortalCore SDKs from cocoapods to SPM and changed few lines of code but now i am get access denied, the help center app is unavailable. please contact administrator.

        • Using Zoho Desk to support ISMS process

          Hi, I am evaluating using Zoho Desk for security incident management. This seems to be aligned with Zoho Desk purpose as its just another type of incident. However in security incident management, ideally I can link incidents (tickets) with a risk from

        • Bin Locations

          Dear all, I am wondering if someone has the ability to develop the bin locations option for zoho inventory (integrated with zoho books) Regards, Ryan

        • TaxJar vs Avalara

          Hi, I'm evaluating adoption of a sales-tax service for US based business. Anyone else have experience with TaxJar and Zoho Books? I am a Zoho One subscriber so anticipate needing to use Flow to make this work. It seems like Avalara are simply too expensive

        • How to check Leads with no Task (open activity)

          Hi everyone, I was wondering if there’s a way to view leads that don’t have any tasks assigned or open activities linked to them.

        • What can we do on our end to improve the Answer bot answers?

          Hi, I'm using the Answer bot card in the Codeless bot builder. I've input several questions and their answers in the FAQ section to feed the Answer bot. The text is all in French, as this is the language our customers communicate in. I've tried testing

        • Taxes for EU B2B Transactions

          Currently, ZC doesn't seem to have a procedure for validating VAT numbers of businesses purchasing in another EU state, and removing local VAT is valid.  This is essential for all inter EU B2B trade.

        • How to upload file to Connect using API?

          Hi there. I looked at the API documentation and nowhere did it mention how to use the API method to upload a file even though it is mentioned that it is possible to be done so. Please help.

        • Items Landed Cost and Profit?

          Hello, we recently went live with Zoho Inventory, and I have a question about the Landed Cost feature. The FAQ reads: "Tracking the landed cost helps determine the overall cost incurred in procuring the product. This, in turn, helps you to decide the

        • Group Tax in Service Line Items

          Hi FSM Team! I noticed that when you update a tax in the service line item the group tax is not showing up as an option. Let me know what can be done thank you!

        • FSM Improvement Idea - Show an Import button when there is no data

          I am setting up FSM for a client and I noticed that there is no option to import data, see screenshot below. Even when you click Create Contact there is only an option to Import from Zoho Invoice. It is only after you add at lease 1 record that the Import

        • Zoho FSM API Delete Record

          Hi FSM Team, It would be great if you could delete a record via API. Thank you,

        • OAUTH_SCOPE_MISMATCH Error for Marketing Automation APIs with CRM Plus Account

          I'm trying to integrate Marketing Automation journey triggering via API but getting OAUTH_SCOPE_MISMATCH errors. I need clarification on API access for CRM Plus users.

        • Access token generate from the refresh token not working for API

          Dear Sir/Madam, When I use my refresh token to obtain new access_token, that token return INVALID_TOKEN when the same API is called. I made sure that my api site is correct and match the auth web site. However the original access_token work fine.

        • Function #4: Schedule Customer Statements

          Regularly sending statements to customers is an imperative part of many business processes as it helps foster strong customer relationships and provides timely guidance on payments. While you can generate the statement of accounts and have it sent over

        • Limiting search or dependencies with an asterisk "*".

          I have a form with several dependency fields with options still developing for each field. Since these options were developing and not yet ready to be a selection in the field, I placed a filter for the dropdown field. In this filter, I selected fields

        • 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.

        • Cross Data Center Support for 1:1 Chats with External Users

          Hello Zoho Cliq Team, We hope you're doing well. We appreciate the recent enhancement that enables cross data center collaboration in external channels, which has already improved communication across distributed teams. However, we’ve noticed that this

        • Support Bots and Automations in External Channels

          Hello Zoho Cliq Team, How are you? We actively use Zoho Cliq for collaboration, including with our external developers. For this purpose, external channels are a key tool since they work seamlessly within the same interface as all of our other channels

        • Answer Bot and Personalized Questions

          Hi there, I have the same problem using the SalesIQ Answer Bot and the Zoho Desk Answer Bot (which really need different names, to be honest, in order to avoid confusion...) Customers that visit our website ask questions in the form of "What do you do?"

        • Handling Greetings/Small Talk at the Beginning of a Zobot Conversation

          Hello everyone, I’m currently configuring a **Zobot** in Zoho SalesIQ and everything is working as expected, except for one specific scenario at the very beginning of the conversation. My target audience has the habit of starting with a **greeting or

        • Regex in Zoho Mail custom filters is not supported - but it works!

          I recently asked Zoho for help using regex in Zoho Mail custom filters and was told it was NOT supported. This was surprising (and frustrating) as regex in Zoho Mail certainly works, although it does have some quirks* To encourage others, here are 3 regex

        • Importing a new list into campaigns

          I'm in the middle of switching my email platform to campaigns. I have a list that I want to import, and it overlaps with my existing Zoho CRM list. The fields in my Zoho CTM are more robust. Will this new list that I upload into my campaigns overwrite

        • when I email a invoice how can i see it was sent and also were i can go to see all emails sent

          when I email a invoice how can i see it was sent and also were i can go to see all emails sent?

        • 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

        • Showing description in timesheet and timelogs.

          I am wondering if it’s possible in version 5 of Zoho People to have the description show by default or with a manipulation on the user’s part. Let me show you what I mean. As you can see this is the view for the users. Now if they want to see the full

        • How can I see content of system generated mails from zBooks?

          System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.

        • CRM Blueprint Notification by Cliq

          Dear Zoho team, In Workflow, there is nofication by cliq, but in blueprint, there is no option as cliq notification. I think it is very convenient to get notified by Cliq , as there are multi modules in apps, but we will always check Cliqs

        • Zoho People Attendance Regularization – Wrong Total Hours Displayed

          While using Zoho People, I observed that the attendance regularization is showing wrong total hours when applied to past dates. For example, if a check-in is added at 10:00 AM and check-out at 6:00 PM for a previous date, the system sometimes calculates

        • Sync Contacts in iOS

          What does the "Sync Contacts" feature in the iOS Zoho Mail app do?

        • Live webinar: Craft the ideal sales pitch deck with Show

          Every great sale starts with a great story. And your pitch deck? That’s where the story takes shape. But too often, these presentations end up looking generic, overloaded with text, or lacking structure. The good news is, it's easier to fix than you think!

        • Project Statuses

          Hi All, We have projects that sometimes may not make it through to completion. As such, they were being marked as "Cancelled". I noticed that these projects still show as "Active" though which seems counter intuitive. In fact, the only way I can get them

        • 👋 Welcome to the Zoho MCP Community

          Hello all, glad to have you here! This is your space for everything AI agents, MCP tools, and intelligent business apps. This community is for you — developers, partners, creators, and businesses exploring how agents can transform work. Whether you’re

        • Next Page