Automation#24: Auto-Update custom field from Accounts to Tickets

Automation#24: Auto-Update custom field from Accounts to Tickets



Hello Everyone!
Welcome back to the Community Learning Series! 

This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information, making the process time-consuming and inefficient.
To solve this, Zylker Techfix introduced a custom solution: a custom field that seamlessly syncs data between accounts and tickets. When a customer raises a ticket, the custom field in the ticket layout automatically fetches and updates values from the corresponding field in the account.
This integration has transformed their operations, enabling Zylker Techfix to map tickets to their respective accounts effortlessly. 
The result? Streamlined workflows and an improved customer service experience.
You can achieve better results in your ticketing operations, too! Here’s how to implement the custom function:

Prerequisites
1.1 Go to Setup (S) >> Customization >> Layouts and Fields. Select Tickets under Layouts and the required Department. Access the active layout and add a custom field of your choice.  
1.1.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then, click Save and Close. 
1.2  Go to Setup (S) >> Customization >> Layouts and Fields. Select Accounts under Layouts, and in the Department drop-down, select the default department. Access the active layout and add a custom field of the same type as you have added in Tickets layout (1.1) .  
1.2.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then click Save and Close.     
2. Create a connection
      2.1 Go to Setup(S) and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho OAuth under Default Connection.
      2.4 Set the connection name as deskconnection.
      2.5 Under Scope, choose the below scope values:
             Desk.contacts.READ
             Desk.tickets.UPDATE
      2.6 Click Create and Connect.
      2.7 Click Connect and click Accept.
Connection is created successfully.

Create a Workflow Rule
1. Go to Setup, choose Workflows under Automation. 
2. Under Workflows, click Rules >> Create Rule.

In the Basic Information section,
3. Select Tickets from the drop-down menu under Module.
4. Enter a Rule Name and Description for the rule.
5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.
6. Click Next.
 
In the Execute on section, follow these steps:
7. Select Create.  
8. Click Next.
 
9. Leave the Criteria section blank and click Next. (Add a criteria if you require it.) 

10. In the Actions section, click the + icon and select New next to Custom Functions.
11. Enter a Name and Description for the custom function.
12. Under Argument Mapping, give a desired Method Name. Map the arguments as below: 
12.1 In the Argument Name field, type ticketId and select TicketId under the Tickets Section, from the Value drop-down list.
12.2 In the Argument Name field, type accountId and select Account Id under the Accounts Section, from the Value drop-down list.                      
13. 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. //place the corresponding API name of the custom fields from the Accounts and Tickets layout
  5. accountTicketsFieldApiNameMapping = {"ACCOUNT_FIELD_API_NAME":"TICKET_FIELD_API_NAME"};
  6. // ----<<<< Initial Configs >>>>----
  7. logs = Map();
  8. logs.insert("ticketId":ticketId);
  9. updateTicketCFPayload = Map();
  10. //---------------------------
  11. try 
  12. {

  13. // ---- start your logic from here ----
  14. if(accountId != null && !accountId.isEmpty())
  15. {
  16. primaryAccountDetail = invokeurl
  17. [
  18. url :deskURL + "/api/v1/accounts/" + accountId
  19. type :GET
  20. connection:"deskconnection"
  21. ];
  22. logs.insert("primaryAccountDetail":primaryAccountDetail);
  23. if(primaryAccountDetail != null && primaryAccountDetail != "" && primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
  24. {
  25. if(primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
  26. {
  27. accountsCF = primaryAccountDetail.get("cf");
  28. for each  customField in accountTicketsFieldApiNameMapping.keys()
  29. {
  30. if(accountsCF.containsKey(customField))
  31. {
  32. updateTicketCFPayload.put(accountTicketsFieldApiNameMapping.get(customField),accountsCF.get(customField));
  33. }
  34. }
  35. logs.insert("updateTicketCFPayload":updateTicketCFPayload);
  36. if(updateTicketCFPayload != null && !updateTicketCFPayload.isEmpty())
  37. {
  38. updateTicketPayload = {"cf":updateTicketCFPayload};
  39. updateTicket = invokeurl
  40. [
  41. url :deskURL + "/api/v1/tickets/" + ticketId
  42. type :PATCH
  43. parameters:updateTicketPayload + ""
  44. connection:"deskconnection"
  45. ];
  46. logs.insert("updateTicket":updateTicket);
  47. }
  48. }
  49. }
  50. }
  51. }
  52. catch (errorInfo)
  53. {
  54. logs.insert("errorInfo":errorInfo);
  55. }

  57. info "logs: \n" + logs;

  59. if(logs.containKey("errorInfo"))
  60. {
  61.     throws "Error happen in the CF execution";
  62. }
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 5, add the API name of the custom field created within the Account and Tickets layout in this pattern {"cf_account_field":"cf_ticket_field"}
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

If you’d like to automate the updating of more custom fields between Accounts and Tickets, feel free to reach out to us at support@zohodesk.com. 
We’d love to hear how this solution works for you. Share your experience with us—your feedback inspires us to keep improving. Happy ticketing!

Until next week,
Warm regards,
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

    • Subforms and Reports

      I am trying to do a report that shows various data from subforms. eg I want a report that shows what Bill Status are Approved Required. Or show the status of all bills. It doesn't look like Zoho Reports picks up information within reports. Is there another

    • Pass variables to Zoho Desk via URL to create a fast new ticket landing page

      We are integrating our phone system into Zoho Desk. Currently when a helpdesk agent answers the phone, a soft client opens a new tab with zoho desk at the new case page. https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new We would like

    • 【Zoho CRM】アナリティクス機能のアップデート：ウォーターフォールの導入

      ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中からアナリティクス機能のアップデートをご紹介します。 本記事は、以前紹介された機能に新たに追加された機能です。 以前の記事：https://support.zoho.co.jp/portal/ja/kb/articles/zoho-crm-visualize-your-data-with-a-new-set-of-charts-treemap-butterfly-sankey-and-cluster-charts

    • [Free Webinar] Learning Table Series - Creator for the Finance Industry

      Hello Everyone! The Learning Table Series is a free monthly webinar that runs for around 45 minutes. It's offered to our Community users and aims to provide a dynamic learning experience by demonstrating how Creator can be used as a solution for various

    • Webhook - Configuration failed: 200 response not received for POST request

      Hello, I am trying to set up a webhook to connect with an automation software but I receive the following error from Zoho: Configuration failed: 200 response not received for POST request I have tried testing it on webhook.site as well and receive the

    • Automated Shopify adjustment problem. "An inventory adjustment has been created by the system to set the initial stock from Shopify"

      Has anyone noticed issues since the Shopify Sync has been updated recently? If you sync with Shopify, check to see if there are automated adjustments for old products that keep recurring. We have this problem for 6 SKU's that Zoho is doubling the stock

    • Best website platform to sync to Zoho Inventory

      Anyone like to suggest the best website platform for syncing to Zoho Inventory? We DO NOT want to sync stock, only orders. Shopify - not an option as we have more than one website and Shopify requires 2 accounts and Zoho will not sync with 2 different accounts. Magento and WooCommerce both sync via Kloudconnectors - does anyone have any experience with this? I have trialled it and there are flaws - eg purchase order numbers are not populated. Discussion welcome!

    • Include product images in data sync between Zoho CRM and Zoho Inventory

      Currently the item image does not sync between Zoho CRM and Zoho Inventory when using the internal Zoho sync functionality. This requires users to manually update the item image in Zoho Inventory for products created in CRM and vice versa. Including the

    • Show ordered quantity on packing slips and invoices

      Hello Is there any way possible to show the original ordered quantity of an item (as recorded in the sales order) on subsequent package slips and sales invoices, so that these documents can show the customer the ordered qty vs the qty being currently

    • Search Zoho Inventory Items module via API

      How can I search Zoho Inventory Items by custom fields, categories, etc using the API? This is not documented. Is there an advanced search function like CRM's COQL search available via the Zoho API? If there is an undocumented way to search Items via

    • How can I get my images to display correctly on mobile site?

      I have just created a site and uploaded images, which look perfect on the desktop version. However when I view the site on my mobile device some of the images are not displaying correctly. They are all blurry. Anyone else experience this?

    • Does Creator support HTMX?

      I love the Zoho ecosystem and Zoho Creator does a lot of things really well. However, I'm needing more real-time interactivity in my forms. Is the only option to create a JS widget? How about HTMX?

    • My fix for "This report is not accessible" in published pages

      Hi Community, after having the same issue as many others here and going through the community's posts, i found a solution on my own. Again, the quality of support from Zoho is pretty awful: if you cannot help yourself, you're lost. I really like Zoho,

    • Tip of the Week #59– Enhance team collaboration with multichannel shared inboxes!

      Struggling with scattered customer conversations and missed follow-ups across your team? When messages are everywhere, it's easy for them to fall through the cracks—leading to delays, duplicate replies, and miscommunication among team members. Zoho TeamInbox

    • Delete standard e-mailtemplate

      Hello, Is it possible to delete or hide a standard e-mailtemplate? I would only like to show my own created e-mailtemplates to my staff. I only find a 'delete' option at my custom made e-mailtemplates, but the standard e-mailtemplates do not show this

    • Add values to Countdown Mode

      Is it possible to add values to the countdown mode drop down? The longest is 2 days. I would like values for 5 days, 10 days, 15 days...

    • RSS feed from a Zoho site blog?

      Does the Zoho Site blog have an RSS feed associated with it? I would like to have this picked up on a business Facebook page. thanks

    • Refresh token not appearing

      Hello, I was wondering if there is another way of obtaining a refresh token, as following the usual 60-second-code procedure generates a new access token, but not the refresh token, and so i have to repeat everything to get a new token every hour or so,

    • How would I collect a signature in person on Zoho sign?

      Suppose I have a customer show up at my office and we close a deal. I have an iPad ready to go, and I need to have the customer sign the document right there. How would I do it?

    • What's New in Zoho Analytics - June 2025

      Hello Users, We're delighted to bring you new features and enhancements designed to make your analytics experience smarter and more powerful than ever. AutoML Enhancements We’re thrilled to introduce powerful new AutoML enhancements, making machine learning

    • CRM Client scripts via extension?

      I've made a lot of industry specific customization to zoho CRM, using custom modules, workflows/automations, deluge scripts, api calls, and client scripting. I have had organic interest explaining what i've done to other small business owners in my industry.

    • How to import data via Excel for a multi-select lookup field?

      In the Accounts module, I have a multi-select lookup field to the Contacts module. When I import Accounts data via Excel, I want to enter the contact email address (which is used as the identifier) under the column name for the multi-select lookup field.

    • Need better way to tie Undeposited Funds to Invoice Payments to make it easy to reconcile Undeposited Funds account

      Hello, Request to have Zoho create tighter integration between Undeposited Funds and Invoice Payments.  Currently reconciling the undeposited funds account is a fairly tedious process for us.  Since the deposits and payments are just thrown into a "bucket"

    • Customized folder permissions in web Zoho WorkDrive won't apply to Sync

      Hi, within the 'Deals' macro-folder I created a folder for each Sales person (att. 1). Within each Sales person's folder a subfolder is automatically generated via function every time a new deal record is created in Zoho CRM, i.e. 1 deal record = 1 deal

    • What happens after trial period

      Dear Support, We are planning to use ZOHO CRM for our organization. We are now registered for a 15 days trial version. I would like to know what happens with our account and our data after these 15 days. Will it automatically change into a 'free' account

    • Forte's Extra Costs

      Hello everyone in the Zoho community, I wanted to share some information about Forte in case anyone wanted to look into them as a processor.  I currently use Stripe, but wanted to use Forte's ACH to pay vendors and take ACH payments for our products.  This is one of the only ACH processors that Zoho accepts. They state their cost is $25/month plus their transaction fees for ACH.  However, after signing up and going through their approval process, I found this out they work with a PCI compliance service

    • SEPA stripe vs gocardless

      Hi, we want to use Zoho Books - but as we are a company that is based in Germany we are using SEPA mandates. I know that its possible to use GoCardless - but the fees are extremly high (15 EUR fee for a 5000 EUR transaction). Is there any other way to

    • Zoho Commerce - Zoho Shop (Multilanguage)

      hi there we have a shop in zoho commerce, can I change the language in the shop, i mean, can I create a German and a French version, as an instance or something? If yes, how it works? thanks for your answers greetings prisca

    • French Tutorials

      Is there any Zoho projects tutorials, ebook, video or else in french? If so, where can I fin it please? Thx

    • My zoho mail has been disabled and cannot send email

      I’m the super admin for my company’s email accounts, but my own email address has been unexpectedly locked. I’m seeing the following error message: Could you please assist in unlocking my account so I can resume sending emails?

    • SMTP error

      I am using SMTP from Zoho the account is accounts@khlaklaeeb.com it was working fine then started to have Error and unable to delivery messages SMTP host SMTP.zoho,com SMTP user: accounts@khlaklaeeb.com SMTP port 465 PAssword: App Password it was working

    • Automatically creating a ticket in Zoho Desk when an invoice is created in Zoho Books

      I need to find a way to create a ticket automatically (i.e. using workflow) in Zoho Desk whenever an invoice is created in Zoho Books. Please advise if there is a way of doing that?

    • Been getting this error, every now and then "Get count limit exceeded, please try again after 3 mins"

      it is really annoying.

    • Co-existing with Google Workspace

      We currently use GWS and due to legacy practices, we cannot migrate away from it. Not easily anyway. The issue we have is that while we have Zoho Mail, we get duplicate copies of emails. Our setup is that GWS is our primary. We have Zoho MX records in

    • Stop Zoho Projects From Automatically Adding Client Users

      I have a custom function that creates a Zoho Project for every Quote attached to a Deal when it moves to Closed Won. Everything works fine, except for the fact that connecting a Zoho Project to the CRM automatically takes the Contact associated with the

    • dd Linked Note to Comments & History via Custom Function + Zoho Document View Feature

      Hi all, I have a couple of custom functions running in Zoho (specifically in Inventory/Books), and I'm trying to streamline it. Here’s the scenario: When a Purchase Receive is processed, my custom function automatically creates a Package. I'd like to

    • How to break line in zohoCRM

      Hello everyone, I'm currently working with Deluge scripting language and encountering an issue with newline characters (\n). My goal is to format a string with multiple lines, but the newline characters are not being interpreted correctly. Instead of

    • Marketer’s Space: Supercharged Workflow with Zoho CRM Integration

      Hello Marketers! Welcome back to another post in Marketer’s Space. Today, we’ll explore how integrating Zoho CRM with Zoho Campaigns can help you create smarter, more personalized Workflow. In this post, we’ll look at a specific use case to demonstrate

    • Zoho Live chat doesnt chat on CRM Contact page????

      We have used Salesforce Live Agent for the last 8 years and the chat comes in on the Contact record which is logical and intuitive as the chat agent can see the customers sales history and open opportunities...etc... We just migrated to Zoho CRM and I

    • Image Quality Issue on Zoho Assist

      Hello, For the past two days, I've been experiencing a significant image quality issue on Zoho Assist when connecting to one of my computers. I’ve tried reinstalling the application, but the issue persists across multiple devices. The internet connection

    • Next Page