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

• ZOHO Mail App Not working

  There seems to be an issue with Zoho Mail App today. It is not connecting to server, internet is working fine, tried uninstalling app and reinstalling, loading circle keeps spinning round. Is there an update on the way?

• facing error 550 5.4.6 while sending emails

  Please help me fix this issue

• Allow Itemization for Recurring Expenses

  For whatever reason, one cannot itemize a Recurring Expense. This capability should be added. The use cases to support this are largely the same as what they were to allow for itemization in Expenses. Anything that would need to be itemized for a regular

• Zoho reply to not working. just reply to my self

  Hello. i using on my wordpress website a contact form from Wsform. i can set the reply to email there. normally it works. but since i am using your wordpress plugin zoho mail it doesn`t work. its not using the reply to (email from customer). I just can

• Painfully Slow Zoho mail

  Since yesterday Zoho Mail seems to have starting functioning very slowly and having a few bugs. It's slow to open mails, slow to send, slow to change between email accounts. Sometimes clicking on a particular folder (eg Sent folder) stops working and

• Can't receive any email from other platform

  Hello,everyone, i'm just join zoho and create two email accounts for my own business. I was using it to get a verified email from stripe, but can't receive it. and I use my private gmail account to send test email twice, first time show below reply, but

• Weekly Tips: Secure your attachment downloads with Zoho Mail

  Safety is one of our main concerns, whether it’s about device security or online protection. We use tools like fingerprint scanners, facial recognition, and two-factor authentication to keep our devices and email accounts secure. We use methods like OTP

• Your Incoming has been blocked and the emails will not be fetched in your Zoho account and POP Accounts

  Can some on help me regarding our account . thank you so much

• Zoho Creator integration with Sage 50

  Hi, Wondering if anyone has had any experience connecting Zoho to Sage 50 and could share any information on this matter. Thank you.

• Dropshipping Address - Does Not Show on Invoice Correctly

  When a dropshipping address is used for a customer, the correct ship-to address does not seem to show on the Invoice. It shows correctly on the Sales Order, Shipment Order, and Package, just not the Invoice. This is a problem, because the company being

• Conditional Email Forwarding

  How can I set conditional email forwarding of the users? For example: Mail should be forwarded to a address only if it comes from a particular sender. So, I want such email forwarding, which forwards mails based on particular conditions, like the incoming

• Incoming emails not appearing in Inbox

  Hello, I have an issue with incoming emails sent from my website (domain: h2ostop.si). Emails are visible in the Sent folder, which means they are successfully sent through Zoho SMTP, but they never appear in my Inbox. Nothing arrives in Inbox, Spam,

• Automatic Matching from Bank Statements / Feeds

  Is it possible to have transactions from a feed or bank statement automatically match when certain criteria are met? My use case, which is pretty broadly applicable, is e-commerce transactions for merchant services accounts (clearing accounts). In these

• Email Opt Out Question

  Has the problem where if a customer is emailed opt out prevents you sending standard emails? For me this feature is simply to stop any email marketing and should not block people from receiving emails via Zoho mobile, which makes no sense.

• Can No Longer Access Zoho Email Accounts from iPhone or iPad Apple Mail Apps ,.

  Keeps asking for password, Says ID or password incorrect. Tried creating a new app specific password. Same result. Is this possibly related to the server maintenance. Have verified all email settings, userid and password. This has worked for years until

• Latest update caused issue in using marathi typingzoho

  With latest update now marathi typing does Not work in zohonotebook. I preferred zoho over other because it was supporting marathi font without any distortion.. But after new update,keyborad simply does not work

• Login verification emails never received.

  I can't login to my account. You send a verification email, but it never arrives. This is a common problem, frequently caused by some relay point out there classifying the sender as a spammer. Is there anything I can do to bypass this? Maybe get a text

• Global lists for Multi select

  It would be great if I could select a global list to use for a multi select dropdown filed.

• Hotmail is blocking the zoho mail IP

  Greetings, Since last Tuesday (5 days ago today) I wrote to Zoho support and I still haven't received a single response (Ticket ID: 2056917). Is this how you treat people who pay for your email service? I am making this public so that those who want to

• Yahoo is rejecting e-mails sent from a Zoho server

  Diagnostic-Code: 4.7.0 [TSS04] Messages from 136.143.169.51 temporarily deferred due to unexpected volume or user complaints - 4.16.55.1; see https://postmaster.yahooinc.com/error-codes Remote-MTA: dns; mta5.am0.yahoodns.net

• Yahoo blocks e-mail sent from Zoho servers

  Getting this for a bunch of Yahoo addresses. Do you know if some of your servers got blacklisted? Diagnostic-Code: 4.7.0 [TSS04] Messages from 136.143.169.51 temporarily deferred due to unexpected volume or user complaints - 4.16.55.1; see https://postmaster.yahooinc.com/error-codes

• Working with dates and Function Field

  Hello friends! I'm trying to add days to a date, however the field function will always shows 00:00:00 after the resultant date. How can I display only the date, whithout the time? toDate(input.request_date.addDay(input.Prazo_acordado),"MM,d,yyyy") The code above will result something like "11-Feb-2020 00:00:00", but I want to display only "11-Feb-2020"

• What's New in Zoho Analytics - November 2025

  We're thrilled to announce a significant update focused on expanding your data connectivity, enhancing visualization capabilities, and delivering a more powerful, intuitive, and performant analytics experience. Here’s a look at what’s new. Explore What's

• Unable to send message;Reason:550 5.4.6 Unusual sending activity detected. Please try after sometime.

  Please help my account got blocked automatically, can you help me how to avoid it? Thanks so much

• Unusual activity detected from this IP. Please try again after some time

  When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

• temporary system errorlouis

  J'essaye d'envoyer des mails avec mes 2 adresses mail qe nous avons sur le compte arthur@lepunch.fr et louis@lepunch.fr mais j'ai toujours le message temporaire system error, je reçois les mails mais impossible d'en envoyer a qui que ce soit

• How to Cancel/Delete Queued Mail Merge?

  Hi. I just tried to do a mail merge before realizing there's a limit on number of sends. I accidentally sent one of my lists twice, and all of those emails are currently queued. Is there any way to cancel or delete a queued mail merge? Would love to be

• Need to add a new admin for my domain

  Hello Zoho Support, I am the owner of the domain localeistanbul.com. The current super admin account (admin@localeistanbul.com) is not accessible. I do not want to reset or delete the existing account because I need to keep all existing emails. Please

• Possible Fraud Site.

  Hello. I received a text with the sender's name as zoho, claiming that my account was at risk and that I should sign in at https://verify.zohomails.ru/signin to verify my account. I signed in on the web address above, and a few days later someone hacked

• Zoho mail to Teaminbox

  Hello, We're searching for new mail program. Now I'm testing a bit with zoho mail and team inbox. My findings in the research: Pop mail throught zoho mail is almost instant. Any pop or imap via external provider takes a couple minutes to 15 minutes before

• Crear tarea CRM con recordatorio desde Zoho Flow

  Hola, estoy intentando crear desde Zoho Flow una tarea en CRM. Lo he logrado hacer pero sin recordatorio, ya que no se como se debe escribir el string adecuado. He probado varias alternativas, pero ninguna me funcionó hasta ahora. - FREQ=NONE;ACTION=EMAIL;TRIGGER=DATE-TIME:${FechaVto}

• Inquiry Regarding Automated Assignment of Zoho TeamInbox Messages using Zoho Flow and Deluge

  Hello, Our company is currently using Zoho TeamInbox, and we are interested in automating the assignment of responsible parties using tools such as ZOHO Flow and Deluge. Is it possible to achieve this? Allow me to provide more details. Currently, when

• Images Don't Display on Blog

  Hi, I've just posted a new blog entry, but regardless of format (png or jpeg) Images that display in Preview mode do not display on any browser in the published post.  I've not done anything different with this post than others regarding images, please advice. Thanks! Edit:  I've discovered that moving the image files from a my sub directory folder "Pics for Blog" to the top level of the "Files" folder on my site allows the images to display live.  This, even though my other blog posts are correctly

• Upgrade Zoho Desk Agent-Side Answer Bot to GenAI

  Hello Zoho Desk Team, We hope you're doing well. Following the recent announcements and rollout of the GenAI-based Answer Bot in Zoho SalesIQ (Nova '25), we’d like to formally request a similar upgrade for the Answer Bot used by agents inside Zoho Desk.

• Marketers' Space: The importance of warming up your sender domain

  Hello Marketers, Welcome back to yet another post! Today, we'll talk about why warming up your sender domain matters. Imagine you've recently started a business and want to share the news with your customers. You've designed a great email campaign using

• An Exclusive Session for Zoho Desk Users: AI in Zoho Desk

  A Zoho Community Learning Initiative Hello everyone! This is an announcement for Zoho Desk users and anyone exploring Zoho Desk. With every nook and corner buzzing, "AI's here, AI's there," it's the right time for us to take a closer look at how the AI

• Search Just Got Smarter in Notebook

  Hello there! Introducing Our New & Improved Search Experience! We heard your feedback! Many of you shared that our previous search had some challenges like • Inconsistent results across different clients • Limited accuracy in finding the right content

• Zoho Desk app update - AI Integration for IM Chats

  Hello everyone! We have now introduced AI integration for IM Chats within the Zoho Desk mobile app. To access the feature, please enable the 'Generative AI' settings on the desktop site(desk.zoho.com). Please refer to the help link attached below: Zoho

• Open A.I assistant Connect with Zoho Desk instant Message Conversations

  I would like to know how do I connect my instant messenger in Zoho desk with my Open A.I Gpt Assistant. this is very easy to setup using the Salesiq Zobot but when it comes to Zoho Desk i cannot figure how to make the connection. Ideal workflow Customers

• Cannot upgrade subscription plan due to payment error message

  Hi Zoho team, This is to request support on an issue I am facing during an upgrade I am trying to make to our company's yearly Zoho subscription. I am trying to add 3 more license to my plan and during the payment phase I get the below error as in the

• Next Page