Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots

Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots

Hi everyone! 

We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. 

When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through past tickets, reading conversations, and updating them manually. Imagine if your bot could automate this, retrieving ticket details and providing updates effortlessly.


Are you new to SalesIQ? Wondering what plugs and bots are?

SalesIQ offers chatbots to automate customer interactions. Using the Codeless bot builder, you can build chatbots by using cards in the bot-builder gallery. However, at times, businesses would require unique actions from the bot and for those instances, we have plugs. With plugs, you can create any specific action and bring it as a card inside the codeless bot builder, like the rest of the cards. 

In this post, we will learn how to create a plug and list the customer's recent support tickets from Zoho desk.

How does this Plug work?
  • The bot will get the email address of the visitor (Email card). 
  • Next, the bot will search and get a list of tickets associated with the respective email from Desk (Plug 1). 
  • Then, this ticket list will be displayed to the visitor (Single choice card). 
  • When the visitor selects one of the displayed tickets, the bot will fetch the neccessary ticket details. (Plug 2)
  • And these details will be displayed to the visitor (Any response/input card).

Note:
  • There are two plugs involved in this process, one is to display the ticket list and another is to display the ticket details. 
  • In this post, we will look at the plug to display the ticket list. 
  • The plug sample to display the ticket details is already available, click here to know more. 

Plug output
 


How to build this Plug?

Step 1 - Create connection with Zoho Desk
  • On your SalesIQ dashboard, navigate to Settings > Developers > Plugs > click on Add.
  • Provide your plug a name, and description, select the Platform as SalesIQ Scripts, and finally, click on Connection to your left bottom. You will be redirected to the connection interface.
  • Click on Create connection at the top right corner. 
  • Under Default connection, select Zoho OAuth service. 

  • Provide your connection name, connection link name, and choose the scopes below.
    • Desk.search.READ
    • Desk.contacts.READ
    • Desk.tickets.READ

Note: The Connection Link Name will be used in the scripts to invoke URL tasks.
  • Click on Create And Connect to connect Zoho SalesIQ and Zoho Desk.

  • Upon successful authentication,  Zoho SalesIQ will be connected with Zoho Desk.

  • The connection is successfully established. 

Step 2 - Build the Plug

As we have created a connection between SalesIQ and Desk successfully, it's time to build the plug. The first step in building the plug is defining the parameters. 

Input Parameters
  • Name : email | Type : Email
Output Parameters
  • Name : ticketList | Type : Option List


Script to get the list of tickets
  • Copy the code below and paste it into your plug builder. Then, make the following changes. 
  • In line #8, get your Desk org ID (Settings > Developer Space > API > Scroll down to find the "OrgId").
  1. if(session.containsKey("email"))
  2. {
  3. email = session.get("email").get("value");
  4. }
  5. // Getting the contact ID from the email - https://desk.zoho.com/DeskAPIDocument#Search#Search_SearchContacts
  6. url = "https://desk.zoho.com/api/v1/contacts/search?email=" + email;
  7. header = Map();
  8. header.put("orgId","012345");
  9. //Change your org ID (Settings > Developer Space > API > Scroll down > "OrgId")
  10. getcontact = invokeurl
  11. [
  12. url :url
  13. type :GET
  14. headers:header
  15. connection:"zohodesk3"
  16. ];
  17. info getcontact;
  18. contact_id = getcontact.get("data").getJSON("id");
  19. info contact_id;
  20. url_ticket = "https://desk.zoho.com/api/v1/contacts/" + contact_id + "/tickets?sortBy=-createdTime&limit=3";
  21. // Get associate ticket of a contact - https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_ListContactsByIds
  22. get_tickets = invokeurl
  23. [
  24. url :url_ticket
  25. type :GET
  26. headers:header
  27. connection:"zohodesk3"
  28. ];
  29. info get_tickets;
  30. array = get_tickets.get("data");
  31. optionList = List();
  32. for each  entry in array
  33. {
  34. subject = entry.get("subject");
  35. status = entry.get("status");
  36. display_text = subject + " - (" + status + ")";
  37. ticketNumber = entry.get("ticketNumber");
  38. optionList.add({"id":ticketNumber,"text":display_text});
  39. }
  40. response = Map();
  41. response.put("ticketList",optionList);
  42. return response;
  • Then, click Save, preview the plug and Publish it. 
 
Step 3 - Adding the plug to the Codeless bot builder
  • Navigate to Settings > Bot > Add, provide the necessary information, and select Codeless Bot as the bot platform. You can also open an existing bot.
  • Click on Plugs under Action cards, select the plug you have created and provide the input values for the parameters defined in the plug builder.
  • Choose the %visitor.email% variable for the name.
  • Provide a variable name for the ticket list.

  • Use a single choice card, click on Save in bot context, give a variable name and select the context variable under dynamic suggestion. 

  • Then, use this plug to show the ticket details.


I hope this was helpful. Please feel free to comment if you have any questions. I'll be happy to help you. 



Best regards
Sasidar Thandapani




        • Recent Topics

        • how to edit the converted lead records?

          so I can fetch the converted leads records using API (COQL), using this endpoint https://www.zohoapis.com/crm/v5/coql and using COQL filter Converted__s=true for some reasons I need to change the value from a field in a converted lead record. When I try

        • Zoho Bookings <> CRM integration

          Hello Zoho community! We are enabling our Zoho Bookings <> CRM integration. What is the workflow if the integration detects that the contact already exists in the CRM? Does it create a duplicate record? Overwrite the record? Merge the record? (in this

        • Cannot reject empty expense report

          Hello, We are currently having issues with two empty expense reports where if we try to reject them, either manually or through the REST API, we get error 114016, which says some of the expenses have already been billed and must be removed. I'd appreciate

        • Use of Zia within Forms

          I have noticed that recently you have added Zia to help create forms from scratch. Would it be possible to add Zia functionality to free text fields for form submissions or if this is already on the roadmap an ETA for this please? We have a lot of field

        • Default in fields on Form B based on the user selection in Form A

          Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.

        • Auto-sync field of lookup value

          This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.

        • Last activity time is acting like last modified time

          When i edit the description or any field in the potential, account, contact and lead, the Last Activity Time is being updated like the Modified Time. This is messing all workflows and reports and we are unable to track real last time of activities like

        • Enhancements to the formula field in Zoho CRM: Auto-refresh formulas with the "Now" function, stop formula executions based on criteria, and include formulas within formulas

          Dear Customers, We hope you're well! By their nature, modern businesses rely every day on computations, whether it's to calculate the price of a product, assess ROI, evaluate the lifetime value of a customer, or even determine the age of a record. With

        • HEX/RGB Color Input in Visual Editor

          Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to improve the color selection options in the Pagesense popup editor. Current Limitation: Currently, to set text colors, users must move the color slider manually.

        • Add Comprehensive Accessibility Features to Zoho Writer

          Hello Zoho Writer Team, We hope you are doing well. We would like to submit a feature request to enhance Zoho Writer with a full set of accessibility tools, similar to the accessibility options already available in the Zoho Desk agent interface. 🚧 Current

        • CRM and Campaigns- tags not integrating?

          Hi! I am setting up an automation in zoho campaigns and it says the crm is integrated...but when I want to use a trigger of a certain tag I created for people in the crm to denote those who purchased, it doesnt have that tag available as an option in

        • Maximum limit of rows exceeded

          I am trying to add a row to a spreadsheets that has fewer than 60 rows. I keep getting an error message that says I have exceeded the maximum limit of 65,536 rows. Any ideas out there?

        • Can't change form's original name in URL

          Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new

        • 【参加無料】今年最後のZoho ユーザー交流会｜東京・大阪・名古屋で開催！ 活用事例＆ユーザー同士の情報交換

          ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 11月に東京、大阪、名古屋の3都市でZoho ユーザー交流会を開催します！ 毎回ご好評いただいている本イベントでは、実際の Zohoユーザーによるリアルな活用事例の共有や 参加者同士でノウハウを交換し合うグループワークを予定しています。 「他社の活用を参考にしたい」「Zoho をもっと使いこなしたい」方にぴったりの場です。 初参加の方もぜひお気軽にご参加ください！ ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー

        • Introducing parent-child ticketing in Zoho Desk [Early access]

          Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child

        • Tip #7: 5 formas de mantener tus listas de correo electrónico

          Tips and Tricks #7, adaptado de Susmit Sen ¡Hola, comunidad! Esta semana volvemos con nuestros Tips and Tricks para Zoho Campaigns. En esta ocasión, voy a darte algunos consejos para mantener limpias tus listas de correo electrónico, y empezar el 2021

        • Mail Merge related Lists

          When I try to merge an associated list the fields do not have a checkbox to choose them as it does in the tutorials. Am I missing something? Any ideas would be appreciated.

        • create-a-purchase-receive API issues

          Hello all, I'm trying to use the create a purchase receive inventory API documented here (https://www.zoho.com/inventory/api/v1/purchasereceives/#create-a-purchase-receive) however when I do am getting the following error {"code":9,"message":"The purchase

        • Zoho Pagesense really this slow??? 5s delay...

          I put the pagesense on my website (hosted by webflow and fast) and it caused a 5s delay to load. do other people face similar delays?

        • Heatmap: Missing Content Elements - Zoho Page Sense

          Hi there, I'm trying out Zoho Page Sense to generate heatmaps for my Wix pages. My problem: Some parts of my Wix pages don't show on my heatmap, the heatmap is just empty there. Maybe Wix default lazy loading setting causes this error? Is there a way

        • Marketing Tip #3: Use social proof to build trust

          People trust people. Showcasing reviews, testimonials, or “bestseller” badges on your product pages can nudge hesitant buyers toward purchase. Try this today: Add one customer testimonial or highlight your top-selling product on your homepage. Or, do

        • Writing by Hand in "Write" Notes

          Hi there! I just downloaded this app a few moments ago, and I was wondering if there was a way to write things by hand in "Write" mode instead of just typing in the keyboard. It would make things a bit more efficient for me in this moment. Thanks!

        • Client scripts for Zoho Books ?

          Good day everyone, I am looking for a way to be able to interact with the Quotes and Invoices as they are being created. Think of it like Zoho client script in Zoho CRM. But for the life of me I dont see a way to do this. The issue with having function

        • Make CAMPAIGNS email look as simple as possible

          Hi there I'm trying to make my Campaigns email look as much like a normal email as possible. I'm a bit stuck with the "justification" of the email email block. Can I LEFT JUSTIFY the "whole email" to make it look "normal"? (Please see screenshot attached)

        • Zoho Sign Reminder email template

          Is there a template we can edit for the reminder emails? I don't see it in Settings / Choose a template

        • Object required error

          Hi, I am getting an 'Object required' error on the line Call HideColumnsOutsideRange(ws, startOfWeek, endOfWeek) when I run the ShowCurrentWeek macro but not when I run the ShowCurrentMonth macro. Any ideas? Regards, GW Option Explicit Sub HideColumnsOutsideRange(ws

        • Preview an upload PDF or File

          I have a form where the customer has to upload a file (normally PDF - never jpeg)  When in report view I want to be able to preview the uploaded file without having to download it.  If I click on the upload it downloads to my computer, I want to be able

        • How to filter emails by Reply-to field?

          I receive a very particular newsletter from an association A registered on a website W (that is used by many associations), and the emails fields are not great: the From just contains the generic website's W's email, while A is only mentioned in the Reply-to

        • How to invite friends on other social media platforms to one of my group chats in arattai?

          Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to

        • Line spacing

          I coudn't decrease the line spacing to space smaller then a single line. There is too much space between the lines that make the document look ugly. Please fix that. Liran. fonar

        • Google Fonts Integration in Pagesense Popup Editor

          Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

        • Control Position of “X” (Close) Button in Popup Editor

          Hello Zoho PageSense Team, We hope you're doing well. We would like to request a customization improvement in the PageSense popup editor. Current Limitation: Currently, the position of the “X” (close) button is fixed and cannot be customized in the popup

        • Add Standalone “Save” Button in Pagesense Popup Editor

          Hello Zoho Pagesense Team, We hope you're doing well. We would like to request an important usability improvement in the Pagesense popup editor. Current Limitation: There is currently no dedicated Save button while building a popup. The only way to save

        • Text Direction Control in Pagesense Popup Editor

          Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to add text direction control in the Pagesense popup editor. Current Limitation: Currently, the popup editor does not provide native support for RTL (Right-to-Left)

        • Autosave in Pagesense Popup Editor

          Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance the Pagesense editor with an autosave functionality. Current Limitation: Currently, changes made in the Pagesense editor must be manually saved. In

        • Billing frequency is not displayed correctly.

          Hello There is an issue while displaying the billing frequency on a subscription quote. I am able to activate the subscription details and get this lovely overview: If I am adding a Plan which I charge quarterly, first of all it should be possible to

        • Creating Secret via Vault API

          Hi I am trying to create a secret through vault api.  This is the response I get. One thing I am not sure is how to decrypt the secretdata, how to get the secrettypeid? {     "operation": {         "result": {             "error_code": "",             "message": "Sorry, we are unable to process your request.",

        • Zoho CRM custom fields not showing in zoho creator

          Hi Team, I have created a Products form with Zoho CRM integration and connected it to Products module of CRM. But when I see the reports of Products in Zoho creator then I am not able to see custom fields of Products module. Only standard fields of Products

        • Is It Possible to Hide Menu Option from Main Navigation?

          Is it possible to hide a menu option, e.g. Admin, from the Main Navigation based on some criteria, e.g. login = zoho.adminuser

        • Unleash the power of detail, with Table View.

          What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean most

        • Next Page