Automation#29 Retain ticket status on moved tickets

Hello Everyone,

Hear out Zylker Techfix’s Success Story on Smoother Ticket Transitions!

Zylker Techfix, a gadget servicing firm committed to quick repairs and timely deliveries, faced a challenge when ticket statuses changed automatically while moving between departments.

For instance, when the support team received a device, the ticket status changed from "Device Received" to "Servicing." However, when the ticket was transferred to the Engineering team for complex issues, it defaulted back to "Device Received," making it difficult for engineers to track the actual progress. This led to confusion and delays.

To overcome this, Zylker Techfix needed a way to retain ticket status across departments. This week’s custom function provided the perfect solution!

Now, ticket statuses remain unchanged when transferred between teams, ensuring clarity and smooth operations.

Follow these steps to configure your workflow rule and apply this solution seamlessly.

Prerequisites

1. Create a connection

  1.1 Go to Setup(S) and choose Connections under Developer Space.

  1.2 Click Create Connection.

  1.3 Select Zoho Desk under Default Services.

  1.4 Set the connection name as zohosupport.

  1.5 Under Scope, choose the below scope values:

Desk.tickets.READ

  1.7 Click Create and Connect.

  1.8 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. In the Criteria section, add criteria if required. Click Next. 

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. Choose Tickets under Module. 

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 Ticket Id under the Tickets Section.

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

1. //----custom inputs------//
2. deskURL = "https://desk.zoho.com"; //replace domain based on your Data center
3. OrgId = "";   //Enter Org Id
4. // ----- Initial Configs -----
5. logs = Map();
6. logs.put("ticketId",ticketID);
7. 
   
8. //---------------------------
9. try 
10. {
11. getTicketHistory = invokeurl
12. [
13. url :deskURL+"/api/v1/tickets/" + ticketID + "/History?limit=50"
14. type :GET
15. connection:"zohosupport"
16. ];
17. ticketHistory = getTicketHistory.get("data");
18. previousDepartmentName = "";
19. status = "Open";
20. i = 0;
21. moved = "false";
22. for each  history in ticketHistory
23. {
24. if(history.get("eventName").toString().equalsIgnoreCase("TicketUpdated"))
25. {
26. for each  event in history.get("eventInfo")
27. {
28. if(event.get("propertyName") == "Department")
29. {
30. historychanges = event.get("propertyValue");
31. previousDepartmentName = historychanges.get("previousValue").get("id");
32. i = i + 1;
33. moved = "true";
34. }
35. if(event.get("propertyName") == "Status")
36. {
37. historychanges = event.get("propertyValue");
38. status = historychanges.get("previousValue");
39. i = i + 1;
40. }
41. if(i == 3)
42. {
43. break;
44. }
45. }
46. if(moved == "true")
47. {
48. break;
49. }
50. }
51. }
52. info previousDepartmentName;
53. info status;
54. if(previousDepartmentName != "")
55. {
56. updateTicket = zoho.desk.update(OrgId,"tickets",ticketID,{"status":status});
57. info updateTicket;
58. }
    
59. 
    
60. }
61. catch (errorInfo)
62. {
63.     logs.put("errorInfo",errorInfo);
64. }
65. info "logs: \n" + logs;
66. if(logs.containKey("errorInfo"))
67. {
68.     throws "Error happen in the CF execution";
69. }

NOTE

a. In Line 2, Replace ".com" with the domain extension based on your Data Center.

b. In Line 3, Enter your Org ID within "". 

14. Click Save to save the custom function.

15. Click Save again to save the workflow.

Important Note

This custom function will not apply if the destination department has blueprint enabled for all records.

Ensure that the workflow rule is set in all departments where you want the tickets to be moved.

The ticket status will be retained only if the same status is available in both the departments.

ZylkerTechfix found this solution helpful in ensuring smooth operations while keeping customers a priority. 

Share your experience on how this custom function has helped you! 

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

• Kaizen #59 - Creating alerts and custom messages using Client Script

  Hello everyone! We are happy to resume our Zoho CRM Developer Community series - The Kaizen series! Welcome back to the new start of Kaizen! This post is about Client Script and its simple use cases involving ZDK Client functions. What is Client Script?

• Universal search

  Hi, it would be useful if the search bar was universal-so if you entered a term, it would bring up results from contacts, candidates, clients etc all at the same time (but broken down under the relevant headings)

• Attachment reminder?

  My team and I often need to attach files to our messages, e.g. an explanatory screenshot or a shipping label. More often that I want to admit I mention the attachment but forget to actually attach it. Some email clients have a check-for-missing-attachments

• ZIA in Zoho Cliq

  Is It possible to use the ZIA feature from Zoho Analytics in the Zoho Cliq?

• Automating CRM backup storage?

  Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

• Multiple upload field CRM

  I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?

• Critical Need for Global Search in Zoho FSM

  Hello Zoho FSM Team, We are currently in the process of deciding whether to fully transition to Zoho FSM for managing our field service operations. At present, our team actively uses Zoho Desk (with over 50 users) and Service Fusion, which we are considering

• Collections Management: # 1 Payment Collection is All About Convenience

  "Sir, can you come tomorrow? My manager wasn't available for the cheque sign-off", the customer said, avoiding eye contact. Ravi forced a polite smile, but inside, he felt a sense of defeat. He had already visited the customer's office twice in the last

• Audio/video quality issues with Zoho Meeting – Any roadmap for improvement?

  Hi Zoho Team, We’ve been using Zoho Meeting for both internal and external meetings, and unfortunately, the experience has been consistently poor. The video and audio quality are so unreliable that it often renders meetings ineffective—especially with

• Cash based businesses cannot use the new fixed asset module

  Hello all, If your bookkeeping is reporting in cash, you cannot use the new fixed acid module, as it does all the depreciation bookings accrual and not cash. This is definitive and you can't turn them into a cash booking. They will never appear in your

• Zoho Learn & Zoho Connect

  Hi, Is there a way to sync the knowledge base we have in Zoho Learn with the manuals section is Zoho Connect? Thanks,

• Apply Payment Received Amount Zoho Books Invoice

  Hello team here is the sample code How can apply the payment received record over a unpaid zoho books invoice. //......................... paymentID = customer_payment.get("payment_id"); organizationID = organization.get("organization_id"); paymentmaplist

• [Live Webinar] New in Zoho WorkDrive: AI enhancements, Data Loss Prevention, Version Controls, and more

  Hello everyone, We're excited to bring you another round of powerful updates in Zoho WorkDrive! Join us on May 15 for an exclusive live webinar where we’ll unveil the latest features designed to enhance your team’s productivity, collaboration, and data

• Live webinar: Streamlining legal operations: Leveraging Zoho WorkDrive for law firm success

  Hello everyone, Managing legal documents across departments and jurisdictions can be complex, but it doesn’t have to be. Join us on March 6 for an exclusive webinar where we’ll show you how Zoho WorkDrive empowers legal teams to stay compliant, organized,

• Live Webinar: Optimizing back-office operations in the manufacturing industry to maximize profitability

  Hello everyone, We’re excited to invite you to our upcoming live webinar on February 6! Discover how Zoho WorkDrive can help manufacturing businesses optimize back-office operations, improve efficiency, and boost profitability. Our product experts will

• Live webinar: 2024 recap of Zoho WorkDrive

  Hello everyone, We’re excited to invite you to our year-end live webinar! This session will take you through the transformative features and updates we’ve introduced in Zoho WorkDrive this year, helping you streamline document management like never before.

• Live webinar: Explore WorkDrive's seamless integrations with key Zoho apps

  Hello everyone, We’re excited to invite you to our upcoming live webinar, where we'll delve into the seamless integration of WorkDrive with other key Zoho applications! This is a fantastic opportunity to enhance your productivity and streamline your workflows

• Live webinar: Getting the most out of WorkDrive in Zoho Workplace

  Hello everyone, We’re excited to invite you to our upcoming live webinar, where we’ll explore how to maximize your use of WorkDrive as part of the Zoho Workplace bundle. This is a fantastic opportunity to elevate your productivity and streamline your

• Live webinar: Mastering data migration, organization, and team collaboration

  Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to seamlessly migrate your data, optimize file organization, and boost team collaboration using Zoho WorkDrive’s powerful features. This is a fantastic opportunity

• Join our live webinar: Explore the WorkDrive TrueSync application!

  Hello everyone, We are thrilled to invite you to a live webinar focused on mastering the WorkDrive TrueSync application. Discover how to seamlessly sync your content between the cloud and your computer, ensuring smooth and efficient file management. Our

• Envio de mails

  Hola! No puedo enviar mails pero si recibirlos. No se como solucionarlo! Mi dominio es chidobebes.com.ar

• ERROR CODE :554 - Your access to this mail system has been rejected due to poor reputation of a domain used in message transfer

  In my email configuration: The domain's MX Records are pointed to Zoho The domain's SPF Records have been pointed out successfully DKIM is enabled. DMARC Record is pointed for the domain. The domain name is digioorja.in. Still facing the issue of Error:

• This Operation has been restricted. Please contact support-as@zohocorp.com for further details

  l tried to verify my domain (casalimpaeperfumada.com.br) and its shows this error: This Operation has been restricted. Please contact support-as@zohocorp.com for further details.

• SLOW EMAILS

  Is there an issue with the Zoho server? For two days now I've been having issues with very long buffering. Please advise. Thank you.

• POP3 authentication error - SOLVED

  Just in case others are as forgetful as me ... As Zoho has changed the POP server for personal and free organisational users, I needed to change the POP server on my email client. This failed persistently but eventually I remembered that I had chosen

• Add Zoho One Groups/Departments to Shared Mailbox Access

  Hi, I hope you're doing well. Currently, in Zoho Mail, I can manually add specific users or the entire organization to a shared mailbox. However, there is no option to add Zoho One groups or departments. Feature Request: We would like the ability to assign

• Allow Filters with Only Special Characters in Zoho Mail

  Hi Zoho Mail Team, I hope you're doing well. We have noticed that currently, Zoho Mail does not allow creating filter criteria using only special characters, such as = or #. However, there are scenarios where such a filter is necessary. For example: Filtering

• How to save email as PDF?

  I saw 2 previous threads about this. One is from 14 years ago. The other was closed as "answered" a year ago but the feature was never implemented: https://help.zoho.com/portal/en/community/topic/how-to-download-save-emails-as-pdf Is the "save as PDF"

• Flexible plans

  Hi, I have a Workplace Standard subscription. On Zoho's website, it mentions that with the annual plan it's possible to have multiple plans under the same organization—for example, Workplace Standard and Mail Lite. However, I can’t find a way to do this

• Weekly Tips : Teamwork made easy with Multiple Assignees

  Let's say you are working on a big project where different parts of a single task need attention from several people at the same time—like reviewing a proposal that requires input from sales, legal, and finance teams. Instead of sending separate reminders

• Cannot give public access to Html Snippet in Zoho Creator Page

  Hi, I created a form in Zoho Creator and published it. The permalink works but I want to override the css of the form. (style based URL parameters is not good enough) So I created a page and added an Html snippet. I can now override the css, which is

• Weekly Tips : Customize your Compose for a smoother workflow

  You are someone who sends a lot of emails, but half the sections in the composer just get in your way — like fields you never use or sections that clutter the space. You find yourself always hunting for the same few formatting tools, and the layout just

• Accounting on the Go Series-43:Enhancing Your Reporting Efficiency with Dashboard Filter State Retention

  Hello everyone! Welcome back to our series on Zoho Books mobile app features. Today, we will talk about a feature that yet again helps you focus on work that really matters-Dashboard Filter State Retention. Imagine you're working on your Zoho Books dashboard,

• Zoho books/payroll tax payment

  I accidentally made a second payment to my taxes for $300 which is reflected in my bank account and therefore on Zoho books but I can not match it to any transactions because its not reflected in payroll as a tax payment. Is there a way to add an extra

• I can't renew the Finance Plus subscription

  I tried to renew the Finance Plus subscription but it keeps reloading the same page over and over when ever I click on "Renew Subscription" button

• Estimate vs Quote

  they are different. Quote is for 1 piece price + other charges. Estimate is for total quantity to be ordered. The gross total amount of the Estimate is the amount payable. Replacing Estimate as Quote is not understandable because they are different. In

• Accounting on the Go Series-47: Effortless GSTIN Management- Auto Populate TaxPayer Details in Zoho Books Mobile App

  Hello everyone, Welcome back! Today, we're focusing on a feature specifically designed for our Indian users in the Zoho Books-Indian edition, particularly those who deal with GST compliance regularly. We understand the importance of accurate and efficient

• Accounting on the Go Series-48: Enhance Accuracy with Custom Work Week Start Days in Zoho Books iOS app

  Hello everyone, Welcome back! We’re here with another feature spotlight that might seem small but can have a big impact on your daily routine: setting the first day of the work week in the Zoho Books iOS app. Imagine this: You’re a business owner who

• Time to Get Paid Report in ZBooks

  Hello, One of our customers who has 25 different companies around the world gets 60 days to make payments. Unfortunately, the subject report does not report an average time to get paid (in days) or the ability to look at a custom period of time. Currently

• How to prepare a balance sheet for a company that has no operations yet?

  .

• Next Page