Automation#28 Notify Agents on Article Expiry

Hello Everyone!

This week, we’re bringing you a feature that notifies your team when articles in the Knowledge Base are set to expire to keep your content relevant and helpful for customers.

The Zoho Desk's Knowledge Base is an asset for customers to gain knowledge and help themselves navigate through the product or process of the firm or industry. Zoho Desk allows you to set expiry dates for articles to maintain up-to-date information. However, once an article expires, it’s removed from the Help Center, and notifications are only sent to the article owner by default. 

​

But, what if they miss it?

​

This solution integrates with a scheduler to notify team members on the same day an article expires. 

Here’s how you can implement the custom function within the schedule to notify your team when an article expires.

Prerequisites

I. 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 Scope, choose the below scope values:

Desk.articles.READ

  1.6 Click Create and Connect.

  1.7 Click Connect and click Accept.

Connection is created successfully.

II. Create a Schedule

1. Go to Setup, choose Schedules under Automation. 

2. Under Schedules, click New Schedule.

3. Under Add Schedule, enter a Schedule Name and Description for the rule.

4. In the Execute on tab, set the Date and Time for the schedule to begin execution. 

5. In the Repeat tab, select 'Every Day,' then choose 'Every [1] Days.' Select the days based on your preferences and set 'Ends' to 'Never'. Click Done.  This will ensure the schedule runs on the selected days. 

6. In the Functions section, click on Create Function.

7. Enter a Name and Description for the custom function.                                           

8. In the script window, insert the Custom Function given below:

1. // ----<<<< User Inputs >>>>----
2. subjectOfNotificationEmail = "Zoho Desk - Article Expiry Notification"; // provide subject based on your preference
3. commaSeperatedToAddresses = "email address1, email address2";//provide email addreses of team members
4. currentDateString = zoho.currentdate.toString("yyyy-MM-dd");
5. //Expiring/Expired Today
6. fromString = currentDateString + "T00:00:00.000Z";
7. toString = currentDateString + "T23:59:59.999Z";
8. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;  
9. //change .com based on your DC
10. getArticle = invokeurl
11. [
12. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
13. //change .com based on your DC
14. type :GET
15. connection:"deskconnection"
16. ];
17. emailBody = "";
18. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
19. {
20. articlesList = getArticle.get("data");
21. emailBody = emailBody + "<div> <b> List of articles expiring/expired today </b>";
22. for each  article in articlesList
23. {
24. webUrl = article.get("webUrl");
25. title = article.get("title");
26. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
27. }
28. emailBody = emailBody + "</div> <br> <br>";
29. }
30. //Expiring Tomorrow
31. currentDateString = zoho.currentdate.addDay(1).toString("yyyy-MM-dd");
32. fromString = currentDateString + "T00:00:00.000Z";
33. toString = currentDateString + "T23:59:59.999Z";
34. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
35. //change .com based on your DC
36. getArticle = invokeurl
37. [
38. url:"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
39. //change .com based on your DC
40. type :GET
41. connection:"deskconnection"
42. ];
43. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
44. {
45. articlesList = getArticle.get("data");
46. emailBody = emailBody + "<div> <b>List of articles expiring tomorrow </b>";
47. for each  article in articlesList
48. {
49. webUrl = article.get("webUrl");
50. title = article.get("title");
51. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
52. }
53. emailBody = emailBody + "</div> <br> <br>";
54. }
55. //Expiring in 7 days
56. currentDateString = zoho.currentdate.addDay(7).toString("yyyy-MM-dd");
57. fromString = currentDateString + "T00:00:00.000Z";
58. toString = currentDateString + "T23:59:59.999Z";
59. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
60. //change .com based on your DC
61. getArticle = invokeurl
62. [
63. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
64. //change .com based on your DC
65. type :GET
66. connection:"deskconnection"
67. ];    
68. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
69. {
70. articlesList = getArticle.get("data");
71. emailBody = emailBody + "<div><b> List of articles expiring in 7 days </b> ";
72. for each  article in articlesList
73. {
74. webUrl = article.get("webUrl");
75. title = article.get("title");
76. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
77. }
78. emailBody = emailBody + "</div> <br> <br>";
79. }
80. info "emailBody" + emailBody;
81. if(emailBody != "")
82. {
83. sendmail
84. [
85. from :zoho.adminuserid
86. to :commaSeperatedToAddresses
87. subject :subjectOfNotificationEmail
88. message :emailBody
89. ]
90. info "mail sent";
91. }

NOTE

In Line 2, Enter the Email Subject for the Notification.

In Line 3, Enter the email addresses of the team members you would like to notify. 

In Lines 8,12,34,38,59,63,  Replace ".com" with the domain extension based on your Data Center.

9. Click Save Script.  

10. Click Save to save the custom function.

11. Click Save again to save the Schedule.

By this, you can ensure quick updates and seamless publishing, keeping your Knowledge Base relevant and your customers updated with the latest resources. 

Stay tuned for more learnings on this forum. 

Regards,

Lydia | Zoho Desk 

• Topic Participants

• 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

• Deprecation of the Zoho OAuth connector

  Hello everyone, At Zoho, we continuously evaluate our integrations to ensure they meet the highest standards of security, reliability, and compliance. As part of these ongoing efforts, we've made the decision to deprecate the Zoho OAuth default connector

• Alphabetically

  How can i arrange alphabetically - (Manage Manufacturer) Field in Item Master 

• Spotlight series #6: The Show app for Android TV has a new look!

  Hello everyone! We are delighted to introduce our revamped and redesigned Show app for Android TV.  Smart TVs are exploding in popularity. Android TV alone has over 110 million active monthly devices. Zoho Show, as part of a constant effort to improve

• Can i set a default value for country and state in address field in zoho creator?

  Can i set a default value for country and state in address field in zoho creator?

• Convert HTML to PDF & Send as Email Attachments in Zoho Creator (Deluge)

  This approach is useful for sending welcome letters, instructions, or promotional offers after order creation. // 1. Define the variables using the submitted input customerName = input.Customer_Name1; orderID = input.ID; customerEmail = input.Email_Address; //

• Redirect after submission is not working after a few submission

  I have setup redirect url correctly and everything works as expected. However, it seems that there's a limit to the number of submissions before the redirect stops working. After the "limit" is reached, the page redirects to a seemingly zoho hosted page,

• Enhancement Request for Multi-Asset Work Order Feature

  Hello Latha, Thank you for your continued support. The multi-asset Work Order feature is extremely helpful. I did some testing based on our requirements, and during the process, I noticed a few areas where we need your team’s support to improve the feature

• Marketing Tip #8: Run limited-time offers

  Exclusive offers that don't last long make shoppers purchase right away instead of waiting. Run a flash sale or limited-time discount to convert interest into sales. Try this today: Set up a "Buy X Get Y" coupon in Zoho Commerce valid for a limited time

• Add Option to Mass Dispatch by User

  Hello! We are using the dispatch console to dispatch service appointments to our service ressources. Right now, the process is our dispatcher verifies each ressource's route for the day and dispatches it after validation. Sadly, there doesn't seem to

• Free webinar: Zoho Sign unwrapped – 2025 in review

  Hey there! 2025 is coming to an end, and this year has been all about AI. Join our exclusive year-end webinar, where we'll walk you through the features that went live in 2025, provide answers to your questions, and give you a sneak peek on what to expect

• Zoho Projects - Email notification relabelling of modules not present on default templates

  Hi Projects Team, I noticed that in the default email template notification, the word "bug" was not renamed to the lable I am using in my system. As many users may used the Bugs modules for various purposes including Changes, Revisions, Issues, etc...

• Publish to LinkedIn via API

  Hi, Is it possible to publish a job opening to LinkedIn (paid job slots) if creating a job opening via api / deluge function? Or is the user required to manually publish via the job boards process? Many Thanks Adrian

• Include the "Added Email ID" to the Filters of a Report

  Hi, With a Report and lots of entries, a normal thing is to filter entries by the submitter, but that is not included in the Auto Filter of Reports and you can't add a custom filter to a Report without specifying the actual value. I would like to be able

• Loops in Deluge

  Hi, Can someone tell me how I do a simple loop in deluge? For example, if i have a variable "X" containing a number of loops to perform, i would like to perform an action X amount of times. X = 10; do while (Y < X){       // ... do something } to further explain, the equivalent in PHP of what i am trying to acheive would be: $X = 20; for($Y = 1; $Y < $X; $Y++ ){       // ... do something } Thanks

• I am facing a problem with an if-else condition

  If I use if, else if, and else conditions in Deluge with the same variable name, sometimes the variable causes an error because the same variable name is present in every block

• Zoho Projects - Reply by email to @ mentions posted on the Feed.

  When mentioning someone on the Feed (Status), it would be great if that mentioned person could reply to the email notification to update the Feed thread.

• Zoho Analytics Bulk Api Import json Data

  HI, I’m trying to bulk-update rows in Zoho Analytics, and below are the request and response details. I’d like to understand the required parameters for constructing a bulk API request to import or update data in a table using Deluge. Any guidance on

• Record Overseas Transactions Along with CC charges

  Hi All, We receive payments via stripe in multiple currencies and stripe takes around 2.5% fees. The amount is settled in INR into our local bank. What should be the currency of the income account used for Stripe payments? Here is a sample flow that we

• Product Updates in Zoho Workplace applications | October 2025

  Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications this October. Zoho Mail Create Signature from Compose window You can now effortlessly create a Signature using the Create

• Subform data to Sheets

  I have been trying to setup a Zoho Flow automation to bring any Subform input to a Zoho Sheets but it seems impossible to post the subform entries to a Zoho Sheet. Is there any way to do it via Zoho Sheet API? https://www.zoho.com/sheet/help/api/v2/#CONTENT-Insert-row-with-JSON-data

• Edit Contact Roles in the Potentials Mod

  New to ZOHO so I need some help. I work the same people on different projects concurrency. Their contact info remains the same but their role changes from project to project. In the Potential Mod you can pick contacts and assign a Role to them. I know

• Is there a way to disable the Activity Reminders Pop-Up Window every time I log in?

  Just wondering if there is a setting to disable the window from opening every time I open my CRM? Thanks Chris

• 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.

• Hide fields only for creation

  Hello, I'd like to hide some fields only during the creation of a contact in Zoho CRM. In fact I have some fields that are automatically calculated thanks to an automation, so when my users create a contact I don't want them to fill those fields. I know

• Rich-text fields in Zoho CRM

  Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile

• Font Size 11 - Zoho CRM Email Templates

  Our company communicates with our vendors exclusively using Calibri Font Size 11, as this is the standard formatting for professional emails. Since the CRM only allows for the selection of font sizes 10 & 12, we have been unable to utilize the CRM email

• Error 400 Booking

  Added a custom domain to Booking. Am Getting a SSL Error that has some other domain on the SSL and giving a 400 error. Followed instructions and it stated it verified our domain.. However it is not working. Please Help!

• Error AS101 when adding new email alias

  Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

• New feature request: Allow copy of email message to another folder

  Hello Zoho team, This is a suggested new feature to allow copy an email message to either another folder or the same folder. Within the same Zoho account. This is not a support request about "label". This is a suggested new feature to allow copies of

• Link Purchase Order to Deal

  Zoho Books directly syncs with contacts, vendors and products in Zoho CRM including field mapping. Is there any way to associate vendor purchase orders with deals, so that we can calculate our profit margin for each deal with connected sales invoices

• Zoho Projects - Email Notifications for Feed Updates

  Hi Projects Team, I'm working with a client who wants a simple way to communicate with their customers on projects. Getting the customer to add comments to Tasks or Bug records is not ideal, as we need a way which is easy with minimal training, and has

• Zoho Analytics Export API

  Hi Team, I’m working on some integration tasks and wanted to confirm if it’s possible to retrieve a Zoho Analytics table as JSON data using a Deluge script. I’ve already stored my custom data from multiple sources and combined it into a single source.

• Loading Project Balances in ZOHO Books for each project

  Hello, What is the best method for loading project balances actual and budget into ZOHO books to provide tracking to our project managers. We have projects and federal awards (also treated as projects) which span multiple years. We are converting from

• Request to Remove LinkedIn Verification from My Emai

  I would like to submit a complaint regarding my Zoho Mail account. I previously used this email address to verify a LinkedIn account, but that LinkedIn account has now been closed. I need to remove or cancel the verification associated with the closed

• Introducing the all-new email parser!

  Greetings, We are pleased to introduce to you, a brand-new, upgraded version of the Zoho CRM Email Parser, which is packed with fresh features and has been completely redesigned to meet latest customers needs and their business requirements. On that note,

• Zoho Projects - Refine Access to Collaboration Menu

  Hi Projects Team, I noticed that Calendar, Chat and Meeting menu options in the Collaboration section are visible to client users, even when they don't have access to the features. This could be confusing and frustrating, because if it's there you expect

• Kaizen #217 - Actions APIs : Tasks

  Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.

• Extracting Images from a Zoho Creator Report into a Pages

  If you’ve uploaded images in a form and can see them in your report, you might also want to display those same images inside a Page (custom HTML page). This is useful for dashboards, profile pages, or any place where images should be visible dynamically

• Zoho is blocking emails I subscribe to from one sender

  About 4 months ago I stopped receiving newsletters that I subscribe to from @thedispatch.com. They tell me that zoho's server is blocking them. I've added them to my contacts list, but they're not even reaching my inbox. I don't know how to troubleshoot

• Inactive Items - Make Less Prominent by Default

  Currently, when one marks an Item as "Inactive", it really doesn't do much of anything to hide it or get it out of the way. Search and reporting within Finance should, by default, hide inactive Items from standard reports, searches, etc. If one specifically

• Next Page