Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros

Hello Everyone,

This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner.

When managing tickets, you can use the Comment feature to communicate internally with your team and keep everyone updated. If you select Comment(Private), the information will only be visible internally within your Zoho Desk. If you choose Comment(Public), the comment will be visible to your customers on the Help Center.

While automating comments using Macros, it can be challenging to track progress or identify the comment owner if no agent is attributed to the automated entry. This custom function ensures that the comment will appear under the name of the agent who applied it, rather than the person who configured the Macro.
 
Additionally, this Macro allows you to include a standardized comment to save time for frequently repeated updates.  

For example, Zylker Techfix collaborated across multiple departments and often required detailed customer information before transferring tickets between teams. They used comments to inform colleagues about the ticket status. To streamline this process, they automated a frequently used comment: "Awaiting additional information from the customer to proceed further." This clearly communicated to team members why a ticket was on hold. Additionally, this custom function allowed them to track which agent who applied the Macro.
To configure this within your Macros, please follow the steps below.

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 Choose Scopes, choose the below scope values:

Desk.basic.READ
Desk.settings.READ

Desk.tickets.UPDATE

  1.6 Click Create and Connect.
  1.7 Click Connect.
  1.8 Choose the Desk's organization to connect with Deluge, and click Submit.
  1.9 Click Accept.

Connection is created successfully.

Configure Custom Function within the Workflow Rule

1. Go to Setup, choose Macros under Automation.

2. Under Macros, click Create Rule.

3. Check if the right department is selected

4. Under Basic Information, give a Rule Name and Description.

5. Under Availability, select All agents/Specific Agents based on your requirement. If you choose Specific Agents, select the agents for whom you want to make this Macro available. Click Next.

6. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
    6.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.

    6.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
        6.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.

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

1. // ----<<<< User Inputs >>>>----
2. // --- Replace ".com" with appropriate domain extension based on customer's location/DC ---
3. deskURL = "https://desk.zoho.com";
4. commentContent = "<<Your_comment_content>>";
5. // ----<<<< Initial Configs >>>>----
6. logs = Map();
7. ticketCommentParam = Map();
8. loginUserEmail = zoho.loginuserid;
9. logs.insert("ticketId": ticketId);
10. logs.insert("loginUserEmail": loginUserEmail);
11.  
12. //---------------------------
13. try {
14.     // ---- start your logic from here ----
15. agentDetailsResponse = invokeurl
16. [
17. url :deskURL + "/api/v1/agents/email/" + loginUserEmail
18. type :GET
19. connection:"deskconnection"
20. ];
21. logs.insert("agentDetailsResponse":agentDetailsResponse);
22. if(agentDetailsResponse != null && agentDetailsResponse != "" && agentDetailsResponse.size() > 0 && agentDetailsResponse.containKey("id"))
23. {
24. agentId = agentDetailsResponse.get("id");
25. ticketCommentParam.insert("commenterId":agentId);
26. }
27. // ---- Add comment in the ticket ----
28. ticketCommentParam.insert("content":commentContent);
29. ticketCommentParam.insert("isPublic":"false");
30. ticketCommentParam.insert("contentType":"html");
31. logs.insert("ticketCommentParam":ticketCommentParam);
32. commentAddResponse = invokeurl
33. [
34. url :deskURL + "/api/v1/tickets/" + ticketId + "/comments"
35. type :POST
36. parameters:ticketCommentParam.toString()
37. connection:"deskconnection"
38. ];
39. logs.insert("commentAddResponse":commentAddResponse);
40. }
41. catch(errorInfo) {
42.     logs.insert("errorInfo": errorInfo);
43. }
44.  
45. info "logs: \n" + logs;
46.  
47. if(logs.containKey("errorInfo"))
48. {
49.     throws "Error happen in the CF execution";
50. } 

Note

a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.

b.In Line 4, enter the text which you would like to include as a ticket. 

8. Click Save to save the custom function.
9. Click Save again to save the Macros.

We hope this custom function helps streamline your team's communication and enhances your ticket management process. If you have any questions or need further assistance, feel free to reach out to us at support@zohodesk.com .

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

• Disable Buttons for Users with Profiles without permission

  Hey, I've noticed that users without permission of setting up things in the marketplace, can still see the icon: On a click, you see this: It would be way better, if they couldn't see this menu icon at all. (Aside from the fact that it completely misplaced

• Mapping a new Ticket in Zoho Desk to an Account or Deal in Zoho CRM manually

  Is there any way for me to map an existing ticket in Zoho desk to an account or Deal within Zoho CRM? Sometimes people use different email to put in a ticket than the one that we have in the CRM, but it's still the same person. We would like to be able

• Zoho Analytics - Make text clickable in underlying data

  Hi Community, I have a simple sales report based on a Invoice query table. I have included a link on to each invoice on the table and sent the Invoice number URL to the link. This works find in the query table, but when I click underlying data on the

• Credit Management: #5 Advanced Refund Policy

  You're subscribed to a well-known SaaS design tool. You've used it to manage your team's projects, create marketing visuals, brochures, and so on. But your needs change over time. Your company may switch to another tool or hire an in-house designer who

• Exported Slide Image Lacks Portion of the Background Image

  This does not always happen, but when I export (or "download") the rendered image of a slide, it sometimes lacks a portion of the background image. I created a sample slide deck to demonstrate it and shared it with the admins. It is also publicly available

• Effective Inbox Organization: Folders vs Tags in Zoho Mail?

  I'm exploring the best ways to organize a busy inbox, especially when managing multiple clients or project using Zoho Mail. I’d love to know what works best for others: 1. Do you prefer **folders** (possibly with sub-folders) for each client or project?

• Piss poor service in Support in Domains and email

  Srijith Narayanan B contacted me today. Very pleasant fellow. Just didn't want to tell him how bad your support service is. You help the person, but you leave before we can finish the next stage. Which causes a lot of frustration. It's been 8 days now

• Zoho Mail android app update: Block & reject future emails, Report phishing, Spam alerts, Suspicious URL detection

  Hello everyone! In the most recent Zoho Mail Android app update, we have brought in support for the following features: Block & reject future emails Report Phishing Spam alerts in the mail details screen. Suspicious URL detection. Block & reject future

• Zohomail does not support additional fields in mailto links

  Hello, I set up Zohomail as default composer in Firefox according to manual here: https://www.zoho.com/mail/help/defaultcomposer.html#alink2 Later, I wanted to use this functionality to answer in a Linux mailing list thread using mailto link: mailto:xxxxx@kernel.org?In-Reply-To=%3C727o0521-q24p-s0qq-66n0-sn436rpqqr1p@example.com%3E&amp;Cc=xxxxx%example.org&amp;Subject=Re%3A%20%5BPATCH%20v2%28%29

• Email address for forwarding is not saving and there's no confirmation ema

  Steps to reproduce: 1. Enter my forward email in the email forward section of the account 2. Click save 3. See a notification stating saved successfully 4. Refresh the page, no forward email is saved 5. No email confirmation received at the forwarding

• This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

  This is the error i keep getting when trying to use my Zoho Domain Mail. This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details Find attached. I hope this can be resolved very quickly so i can go on and make

• Auto CC - Moving Departments

  We have Auto CC e-mail replies to your support mailbox enabled. We have two departments: Helpdesk (helpdesk@domain.com) Delivery (delivery@domain.com) If we create a Helpdesk ticket, and reply, replies are CC'd to helpdesk@domain.com (OK) We then move

• Unable to see free plan option

  Hello Zoho Support Team, I hope you are doing well. I am trying to sign up for Zoho Mail, but I am unable to see the option for the free plan. Could you please guide me on how I can access or activate the free plan? Thank you for your assistance.

• Sorten the domain of zoho mail ids

  I recently created zoho mail id and am quite excited with the features. But one issue ig nobody wanna type this big zohoaccounts.com I mean silly bold Suggestion zmail.com (sound gmail) (attraction) or some genz words looks cool

• Weekly Tips : Customize your Zoho Mail Notifications

  In a professional context, email communication remains one of the most crucial channels for staying connected and managing workflows. Keeping track of your emails, task updates, or important announcements can be overwhelming—especially if you are juggling

• The attendees will now be redirected to the landing webpage when they exit the webinar, set by the organizer.

  Hello All, In the latest version of the Zoho Meeting iOS mobile app (v1.3.16), we have brought in the below enhancements:   Post Webinar Re-direction Revamped exit UI for Webinar Post Webinar Re-direction:  The attendees will now be redirected to the

• 550-5.1.1 The email account that you tried to reach does not exist

  Hi, I made sure my domain, SPF, MX records, and DKIM are all verified. I've entered the information correctly in cPanel and Email Routing is set to Remote Mail Exchanger. I am able to send, but unable to receive emails. When I sent a test reply to it, I get the following error: The response was: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser

• Download API file contents from browser

  Hi Team - is there something being planned to be able to trigger file downloads from the browser via a deluge script? i.e. retrieve a file via API, trigger the file download directly from the browser. Or... using the convertToPdf function (https://www.zoho.com/deluge/help/functions/file/convert-to-pdf.html)

• When using "locations" in zoho books, can you keep the two locations totally separate from each other?

  I am looking to add a location but I don't want to intermingle the banking or other accounts. I want that to be like two separate independent branches that use different banking accounts, accounts payable, and accounts receivable. The people who are in

• Adding a Channel to SalesIQ

  I have a client that currently uses Zoho CRM and Zoho Desk. They would like a live chat to place on their website that has a mobile app and chat bots (something like SalesIQ). However, they would also like to have all this work over SMS as well. Does the SalesIQ API allow this? Can I add visitors without them being a visitor on a website? Thanks! Bryan Redeagle

• Zoho Flow Needs to Embrace AI Agent Protocols to Stay Competitive

  Zoho Flow has long been a reliable platform for automating workflows and integrating various applications. However, in the rapidly evolving landscape of AI-driven automation, it risks falling behind competitors like n8n, which are pioneering advancements

• Important Features Missing

  Hey all I love linkthread, but i am missing some important features. I want to be able to include my Google Tag Manager. I have all the important stuff in my GTM Container: Facebook Pixel, LinkIn Pixel, Zoho Pagesense and so on. So i am able to do retargeting

• Zoho SignForms: Prefill parameters with spaces render as “+” in the document (even when using %20)

  Hello Zoho Sign team, we are using SignForms with prefill parameters passed via URL. Spaces in parameter values are being rendered as “+” in the finalized document—even when we URL-encode spaces as %20. This is critical for us because we prefill addresses

• Currency selector (based on variable) usage in comparsion

  Hi, I've developed a currency selector based on the following topic, and it's working well in pivot tables and charts: https://help.zoho.com/portal/en/community/topic/how-can-i-allow-my-users-to-choose-a-currency-for-the-dashboard I also have a comparison

• Customize Column in Projects - Default View for Template?

  Is there a way to have the columns you'd like to see added to a template? I want my customized columns to show up every single time I create a project from that template. It appears I can customize them in the template but when I create the project they do not transfer over.  Template: See below how the columns in order are : Task, Owner, Status, Assigned, Website URL, Blog H1..etc. When I create a project from that same template it comes out as: Task, Owner, Status, Tags, Start Date, End Date, etc

• Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

  Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your

• Multi-Page Forms in Zoho Creator!

  Let’s make long applications easier to handle by dividing them into pages, adding a progress bar, and guiding users step by step through complex data entry. This would be a total game-changer for the user experience and could significantly boost completion

• Email login error

  Login successfully but email page error

• Shared Mailboxes Disappeared

  Zoho Mail users in our company haven't been able to see their Shared Mailboxes for the past few hours. I've checked with App and Web Access, but they can't access them. When I send emails to their addresses, I get no error messages. They're still visible

• Remote Server is misconfigured

  Dear Team, I am unable to use email id as remote server is misconfigured. It would be really great if you could help on this and get this resolved. Thanks & Regard Rohit Gupta

• why cant i access my email account. it keeps asking me for reverifiying my account by entering my password.

  I cant access my account. it keeps asking me for reverifcaton by entering my password. once its entered it asks for it over and over.

• Free webinar alert on October 16 - Less Complexity, More Security: Workplace + Directory

  Hello Zoho Workplace Community! Security and productivity shouldn't be at odds—and with Zoho, they're not. Discover how Zoho Workplace + Directory delivers seamless collaboration with enterprise-grade security, all in one integrated ecosystem. Join our

• Workdrive and ChatGPT Team Synced Connectors

  Hi, we want to be able to integrate Zoho Workdrive with OpenAI’s ChatGPT Team plan. Google Drive and OneDrive both offer this, zoho please catch up asap. We dont want to have to put our company files in google drive, we want to allow chatgpt Team edition

• Alias Name (on items) use case in Zoho inventory

  Hey, Hope everyone is well. Wondering if anyone can shed some light on the use case of Alias Names on Products in Zoho Inventory? Cheers, Chris

• Updating an Invoice Line Item's Discount Account via API Call / Deluge Custom Function

  I need help updating an invoice line item's discount account via API. Below is a screenshot of the line item field I am referring to. Now the field to the left of the highlighted field (discount account) is the sales income account. I am able to modify

• Send e-mail with attachments

  Dear Zoho, How is that possible in Zoho Flow to send an e-mail with attachment?  Just a simple example: Zoho Flow checks my Zoho mails and if the conditions starts the trigger then I would like to send an email with the original email's attachment. Any idea? BR, Adam

• How to I get checkboxes on a subform to update via deluge

  Hello, would someone be able to tell me what I'm doing wrong here? I am trying to take the contents of a Deals subform and add them to an invoice then update the checkbox on each row so that 'add to invoice' is unticked and 'invoiced' is ticked. The output

• Unified customer portal login

  As I'm a Zoho One subscriber I can provide my customers with portal access to many of the Zoho apps. However, the customer must have a separate login for each app, which may be difficult for them to manage and frustrating as all they understand is that

• Zoho Projects - Task Owner filter at Project level

  Hi Projects Team, The feature requests I would like to raise is the ability to create a custom view at the project level for projects with tasks owned by a user or users. For example "Ashley's Projects" custom view might contain a list of project in which

• Cadences

  I have just started using Cadences for follow-up up email pipeline. Is it just me or do you find the functionality very basic? For example, it will tell me (if I go looking for it) if someone has replied to a follow-up and been unenrolled; but it won't

• Next Page