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This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips on optimizing your customer support with the automation capabilities of Zoho Desk.

If you are using more than one Zoho product you know the value of data flowing between them. While Zoho Desk integrates directly with most Zoho products, some specific actions might still need you to carry out a few steps to optimize this smooth flow of data.
 
Like in cases where you use Desk to track your orders, you might find passing that information manually to CRM takes up more time than you like.  However, you can create a deal for every ticket created in Desk or move just a certain number of tickets based on keywords or specific tags, by setting up custom functions to help you achieve exactly that.
 
Here's how you can create these custom functions: 

To create the workflow rule, carry out 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. 
  8. Click Next.
    In the Criteria section, if you want to create a deal for every ticket that is added to Zoho Desk, then do not select any criteria and move to the next section. Alternatively, you can add the required criteria and go ahead.
  9. In the Actions section, carry out the following steps:
  10. Click the + icon and select Custom Functions > New
  11. Click Edit Arguments
  12. In the Name field type TicketID, and from the Value drop-down list select Ticket Id under Ticket Information.
  13. In the script window, input the Custom Function you find below:

  14. orgId = "paste org id here";
    TicketInfo = zoho.desk.getRecordById(orgId,"tickets",TicketID);
    searchCRMDeals = zoho.crm.searchRecords("Deals","(Email:equals:" + TicketInfo.get("email") + ")");
    sizeofsearch = searchCRMDeals.size();
    if(sizeofsearch > 0)
    {
     dealId = searchCRMDeals.get("id");
     zoho.crm.updateRecord("Deals",dealId,{"Description":TicketInfo.get("description")});
    }
    else
    {
     zoho.crm.createRecord("Deals",{"Last_Name":TicketInfo.get("email").subText(TicketInfo.get("email").indexOf("@") +
    1,TicketInfo.get("email").indexOf(".com")).trim(),"Email":TicketInfo.get("email")});
    }
Important Note: The ORGID has to be replaced with your own ID. You can get OrgID from Setup > Developer Space > API > OrgId

We hope this custom function helps you create Deals easily in CRM. If you have requests for such custom functions or want to know more about some automation, please leave your comments below.  


2 utilisateurs aiment cette annonce.
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  • il y a 4 ans

Is it possible to use the same script for Bigin?

  • il y a 4 ans

The integration tasks—APIs involved—would differ for Bigin, Daniel. Hit us up at support@zohodesk.com for the sample script.


Regards,
Ash | Zoho Desk

Hi
Trying to implement the above, but the automation isn't firing. No deals are created.

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  • il y a 2 ans

We might have to pull you into a ticket to work on this case, Thomas. Hit us up at support@zohodesk.com with the requisite details for further scrutiny.


Regards,
Ash | Zoho Desk

Was this resolved by chance? I am also not having success.

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Given the nature of the ticket, we may have to check this over a screen sharing session. Kindly drop us a line at support@zohodesk.com to scrutinize further.

Regards,
Ajith | Zoho Desk


  • Il y a 1 an

I would like to use this to create a deal in CRM when one of these two conditions are met:
  1. New ticket created with "Classifications" field set to "Deal"
  2. Existing ticket "Classifications" field is updated to "Deal"
Is this possible?

  • Il y a 1 an

It should be indeed possible, Bertus. Should you need any assistance with the sample code, hit us up at support@zohodesk.com.


Regards,
Ash | Zoho Desk

I entered this workflow into Zoho Desk and it is not working. I assume that is the correct place for it? This article does not say whether to enter this in CRM or Desk. 

  • Il y a 1 an

We'd suggest reaching out to us at support@zohodesk.com citing this link for further assistance. We hope this guides you in the right direction, Justin.


Regards,
Ash | Zoho Desk

Hi Justin,

Desk is the correct place for this, but you should make sure that you have a running connection with Zoho CRM. But I don't know what your error is? Or is the function not running?
Either way, you can check if you have a CRM connection inside your 'connections' under your settings.

Kind regards,

Dennis van Gulik

  • Il y a 1 an

This is easily achievable in Zoho Practice where the client requests are directly recorded within client profile. Hence it is by default tagged under the client and the corresponding tasks are a linked to both client request and client profile. 

I need Zoho practice to enable the feature of adding multiple customers though. Presently they are only allowing managing of Z Books/Payroll/Expense customers as clients in Zoho Practice. 

If this parameter is removed. It becomes a tool wilth ultimate potential. 

  • Il y a 1 an

Thank you for pitching in, Aman. 


Regards,
Ash | Zoho Desk

  • Il y a 8 mois

I just see an error message "Failed to update function
Unexpected token found '' Line Number : 2"

This is line 2: TicketInfo = zoho.desk.getRecordById(orgId,"tickets",TicketID);​

Screenshot 2024-05-22 at 14.34.41.png
Screenshot 2024-05-22 at 14.34.41.png37 KB
  • Il y a 8 mois

Actually I missed a step, it is working now. Thank you

  • Il y a 8 mois

Glad it worked, Aaron. 


Regards,
Ash | Zoho Desk

  • il y a 10 jours

The script is not working for us, but is it because the stage of the deal is a mandatory field in our deals?

You can add an info statement to check why.

change this:
zoho.crm.createRecord("Deals",{"Last_Name":TicketInfo.get("email").subText(TicketInfo.get("email").indexOf("@") +
1,TicketInfo.get("email").indexOf(".com")).trim(),"Email":TicketInfo.get("email")});

To:
newDeal = zoho.crm.createRecord("Deals",{"Last_Name":TicketInfo.get("email").subText(TicketInfo.get("email").indexOf("@") +
1,TicketInfo.get("email").indexOf(".com")).trim(),"Email":TicketInfo.get("email")});

info newDeal;

then test the function with a ticket ID, in the output you’ll see what’s wrong. It could be because of a mandatory field, then just add that field to the data map (where “Last_Name” is located). I dont know what the API name is of the stage and what values you have, but for me it’s Deal_Stage. 

So my data map would look something like: 
{“Deal_Stage”:”Quote_Stage”,"Last_Name":TicketInfo.get("email").subText(TicketInfo.get("email").indexOf("@") +
1,TicketInfo.get("email").indexOf(".com")).trim(),"Email":TicketInfo.get("email")}

Thanks for jumping in,

!

, let us know your feedback on this suggestion. Also, ensure you have access to the "Email" field in the Deals module of Zoho CRM, as it's the primary field that operates this script.

Regards,
Shivani | Zoho Desk

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