Desk - CRM Integration: SPAM Contacts (Auto Delete)

Desk - CRM Integration: SPAM Contacts (Auto Delete)

SPAM contacts is a useful feature, but when the CRM sync is used, it is very frustrating.

When a contact is marked as SPAM on Desk, I wish to do the same on CRM. When a SPAM contact is deleted, I would like it deleted from CRM.

The feature looks half-baked.

The following function can access a Contact, check the isSpam attribute, then if (true) delete the Contact from CRM
  1. r = zoho.desk.getRecordById("<ORGID>","Contacts","<CONTACTID>");

    spam = r.get("isSpam");
    crm_id = r.get("zohoCRMContact").get("id");
    info spam;
    info crm_id;

    deleteMap = map();
    deleteMap.put("module","contacts");
    deleteMap.put("id",crm_id);
    deleteResp = zoho.crm.invokeConnector("crm.delete",deleteMap);
    info deleteResp;
A more elegant solution would be to mark "IsSpam" against a CRM contact in CRM, then delete after x days.

The problems:
  1. From what I can see, the Record Update workflows for Contacts do not trigger when a Contact is marked as SPAM - so there is no way to trigger the function call. If they did fire, the function can be called.
  2. "IsSpam" is not exposed to workflow criteria (and workflows don't trigger anyway)
  3. "IsSpam" is not exposed to searchRecords - so we cannot even search for SPAM contacts (to use in a scheduled task).
  4. "isSpam" is not synchronised to CRM - so we cannot handle in CRM.
Please can you address these issues, or at least - expand the functionality:
  1. Allow workflows to fire when a Contact or Ticket is marked as SPAM
  2. Expose IsSpam to workflow criteria.
  3. Allow the "isSpam" attribute to be synced to CRM.
It is actually an easy solution BUT the small omissions make any solution impractical.

We (as with others) are having to manually compare "potential" contacts on CRM, against those on Desk - then delete them manually.

That is not efficient or practical, particularly when the systems are meant to be in sync.

Thanks

(The only solution would be to loop through ALL Desk Contacts as a scheduled task, check for isSpam, then trigger a delete... not elegant or efficient)


      • Sticky Posts

      • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

        Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

      • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

        Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

      • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

        Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

      • Zoho Desk Cheat Sheet For The Year-End

        Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

      • Deprecation of older versions of ASAP Mobile SDK | Zoho Desk

        Hello, everyone.    Greetings from Zoho Desk ASAP!   In order to continue to deliver the best and most secure experience to our mobile SDK users. On account of the recent enhancements and updates to the mobile SDKs, we have planned to mark the older versions