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

• Need to set workflow or journey wait time (time delay) in minutes, not hours

  Minimum wait time for both Campaigns workflows and Marketing Automation journeys is one hour. I need one or the other to be set to several minutes (fraction of the hour). I tried to solve this by entering a fraction but the wait time data type is an integer

• Suggestion: Associating Assets with Company in Zoho FSM

  Hello Team, I would like to share an idea based on practical experience. Currently, all assets in the Zoho FSM Asset module are linked to a specific contact person. I would like to know if it is possible to associate assets with a company instead. This

• Zoho Inventory / Finance Suite - Extend Visibility of File Names on Attachment Fields

  Hi Inventory / Finance Suite team, I noticed recently that when you add an attachment field to a module in Inventory, only the first 8 characters of the file name are visible on the details view. 8 characters is not a useful amount and there is plenty

• Many Notes Becoming Unusable

  Hello. The Notebook app is becoming unusable. I'm getting odd-looking results from my searches. Some of the notes, after clicking on them, show an update button that does absolutely nothing. Not sure what has happened, but it would be nice to get this

• Kaizen #218: Actions APIs - Field Updates

  Hello all!! Welcome back to a fresh Kaizen week. In the previous weeks, we covered Workflow Rules APIs, Actions APIs - Email Notification APIs, and Tasks Update APIs. This week, we will continue with another Actions API - the Field Update API in Zoho

• How Contract Types and Templates Form the Backbone of Zoho Contracts

  Every contract in Zoho Contracts starts with two essential elements: Contract Type and Template. These are not just administrative steps. They define how every contract in your organization is created, governed, and managed over time. Let us look at the

• E-Invoicing in Belgium with Zoho Books

  Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. This means that invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing

• Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

  We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

• Greek character in Deluxe script

  Hi, We have been using a script since 2022 which replaces characters in Greek contact names using replaceAll. Since this morning, all the Greek characters used in the script have turned to question marks. I tried retyping the characters, copy-pasting

• CRM Related list table in Zoho analytics

  In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

• Zoho Flow Credits

  Hi , I would like to ask the reason why every time I added plus credit but few days later I will return back to default? (as below I add credit to 3000 but today It change back to 1000) Most important is, when the credit fully used, not any reminder to

• Zoho learn Custom portal - networkurl & CustomPortalId

  I want to get my individual account’s networkurl and customportalId to use in this API: https://learn.zoho.com/learn/api/v1/portal/<networkurl>/customportal/<customportalId>/manual How can I retrieve the networkurl and customportalId using the API? I

• Connecting zoho creator to zoho writer to send prefilled documents

  i will paste the worflow below // Get user's submitted data from the form userSalary = input.Current_Salary; userCIBIL = input.CIBIL_Score; userEmail = input.Email; userName = input.Name; // You need to get the Document ID from the URL of your Zoho Writer

• Zoho Creator to Zoho Writer for prefilled documents...

  In response to the question about connecting Zoho Creator to Zoho Writer for prefilled documents, I wanted to share a working implementation that demonstrates how to use the record_id parameter with the Zoho Writer Merge API. This allows Writer to automatically

• WebDAV / FTP / SFTP protocols for syncing

  I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful

• Managing functions

  Can someone let me know if there are any plans to improve the features for managing functions in CRM? I have lots of functions and finding them is hard. The search only works on the function name and the filter only works on function type. I have created

• Introducing our latest privacy enhancement - Hiding email IDs in Zoho Cliq Networks

  Hello everyone, Zoho Cliq Networks offers a powerful collaboration platform that allows businesses to create dedicated digital workspaces for external vendors, partners, or individuals you want to communicate with professionally without adding them to

• zoho performance

  OVERALL CONFIGURATION OF ZOHO PERFORMANCE Quarterly performance review Self rating and scoring Manager rating and scoring

• Zoho Social API for generating draft posts from a third-party app ?

  Hello everyone, I hope you are all well. I have a question regarding Zoho Social. I am developing an application that generates social media posts, and I would like to be able to incorporate a feature that allows saving these posts as drafts in Zoho Social.

• When will it be possible to edit Subform records via either views or tabular reports?

  Hey there, data maintenance often requires mass update of quite a lot of records. While this is a piece of cake via either List view or Zoho sheet view, the same cannot be carried out for subform records yet. When one of the two options will be made available?

• Onboarding

  Hello Team, Im yuktha working as HR at Ossisto Technologies. We are currently utilizing zoho for onboarding candidate. right now facing issue with onboarding Attaching the screenshots for your reference

• Archiving Contacts

  How do I archive a list of contacts, or individual contacts?

• How do I change a form's name? Why isn't this more intuitive?

  Can someone please let me know how to change a form's name?

• Control Over Zia Generative AI Reply Assistance Behavior

  Hello, I would like to request an enhancement to the Zia Generative AI feature, specifically concerning the Reply Assistance within Zoho Desk. Current Issue: When replying to a ticket, the Ticket Properties section is automatically replaced by the Zia

• Zia now integrated with Open AI in Zoho Desk

  The powerful integration of Zia with OpenAI, has empowered Zoho Desk reach a new level of efficiency and performance. With contextual self-service capabilities, Zia enables agents to boost their productivity and delivers superior customer experiences.

• 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

• Employee self-service portal: Onboarding and continuous learning platform for support reps

  Hello everyone, In any organization, employees must go through multiple courses to learn about the product, their organization's standards, and how to respond to customer queries using the knowledge base articles available. This typically requires completing

• 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

  In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

• Contact custom field in layout

  Good day, all, I have an "Extension" custom field in contacts, and would like to display the contact extension in the ticket layout, but I don't seem to be able to. What am I missing? Thanks Rudy

• Exact match in name when searching workdrive

  Hello, I am wondering how to search workdrive files/folders with an exact match in the name. For example, when I search across folder with the url param search[name]=someName, I get multiple results such as "someName", "someNameAndMore", or "someName

• Meeting impossible to use when sharing screen

  he Meeting tool in Brazil is practically unusable when sharing anything, whether it’s a presentation or simple navigation. When accessed via Cliq, the situation gets even worse: even basic calls fail to work properly, constantly freezing. And as you are

• Changing the Default Search Criteria for Finding Duplicates

  Hey everyone, is it possible to adjust the default search criteria for finding and merging duplicate records? Right now, CRM uses some (in my opinion nonsensical) fields as search criteria for duplicate records which do nothing except dilute the results.

• Is there a way to create a desktop shortcut for a website course portal?

  Hello everyone, I recently got a laptop and bought an online course from a website, Skillwint.com, which I visit regularly. I open that site many times a day and want to create a desktop shortcut so I can open it directly instead of searching in the browser

• SalesIQ Tip for Admins: Your Safety Net for Data Recovery

  Ever clicked 'Delete' in your SalesIQ and then realized it was the wrong item? Maybe it was a prospect's chat that held important context you needed to refer to later on. Or, maybe you deleted an elaborate Zobot that you were still testing or planning

• Depreciated mergeAndStore Function Help!

  Hello, I have a function designed to create a PDF containing information from the fields in a Deals record. There is a Writer Mail Merge template in WorkDrive that is populated via Deluge code, and a copy of the resulting PDF is then attached to the record.

• Can I execute two 'functions' when completing a mail merge from CRM?

  Hi, I have set up a mail merge from CRM Deals to a template. I want a copy of this to be saved in Workdrive, and then a copy also saved back into the deal record from which the merge occurred. I can do both independent of each other, and managed to get

• External Share > Edit: Cannot Create Zoho Files

  Hi Zoho, When we create an external share link with Edit permission, our external users are unable to create a Zoho file (Zoho Writer, Zoho Sheet and Zoho Show). They can only upload files. They can edit the Zoho files if we create them internally and

• the custom domain forwards by default to the old career site / how to switch it off??

  dear friends, how to switch off the old version of the career site?? The set up custom domain forwards directly to the old site, so that I cant publish it... Any ideas? Thank you! KR, Victoria

• Zoho Mail iOS app update - RTL languages support and access emails using permalink and universal link, image upload resolution

  Hello everyone! In the most recent version of the Zoho Mail iOS app update, we have brought in support for RTL languages(Arabic and Urudu), providing a seamless reading experience with proper text alignment and layout throughout the app. We have also

• Why are emails sending with @viazohocrm.com ?

  I just sent out mass emails from CRM. They are sending from the email below and people cannot reply, and they are getting this message: Address not found Your message wasn't delivered to sales.XXXXXXXX.com.au@viazohocrm.com because the address couldn't

• Next Page