Simplify Ticket Management (Zoho Desk) with Chatbots | Zoho SalesIQ

Simplify Ticket Management (Zoho Desk) with Chatbots | Zoho SalesIQ

Hi everyone! 

We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. 

When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through past tickets, reading conversations, and updating them manually. Imagine if your bot could automate this, retrieving ticket details and providing updates effortlessly.


Are you new to SalesIQ? Wondering what plugs and bots are?

SalesIQ offers chatbots to automate customer interactions. Using the Codeless bot builder, you can build chatbots by using cards in the bot-builder gallery. However, at times, businesses would require unique actions from the bot and for those instances, we have plugs. With plugs, you can create any specific action and bring it as a card inside the codeless bot builder, like the rest of the cards. 

In this post, we will learn how to create a plug and list the customer's recent support tickets from Zoho desk.

How does this Plug work?
  • The bot will get the email address of the visitor (Email card). 
  • Next, the bot will search and get a list of tickets associated with the respective email from Desk (Plug 1). 
  • Then, this ticket list will be displayed to the visitor (Single choice card). 
  • When the visitor selects one of the displayed tickets, the bot will fetch the neccessary ticket details. (Plug 2)
  • And these details will be displayed to the visitor (Any response/input card).

Note:
  • There are two plugs involved in this process, one is to display the ticket list and another is to display the ticket details. 
  • In this post, we will look at the plug to display the ticket list. 
  • The plug sample to display the ticket details is already available, click here to know more. 

Plug output
 


How to build this Plug?

Step 1 - Create connection with Zoho Desk
  • On your SalesIQ dashboard, navigate to Settings > Developers > Plugs > click on Add.
  • Provide your plug a name, and description, select the Platform as SalesIQ Scripts, and finally, click on Connection to your left bottom. You will be redirected to the connection interface.
  • Click on Create connection at the top right corner. 
  • Under Default connection, select Zoho OAuth service. 

  • Provide your connection name, connection link name, and choose the scopes below.
    • Desk.search.READ
    • Desk.contacts.READ
    • Desk.tickets.READ

Note: The Connection Link Name will be used in the scripts to invoke URL tasks.
  • Click on Create And Connect to connect Zoho SalesIQ and Zoho Desk.

  • Upon successful authentication,  Zoho SalesIQ will be connected with Zoho Desk.

  • The connection is successfully established. 

Step 2 - Build the Plug

As we have created a connection between SalesIQ and Desk successfully, it's time to build the plug. The first step in building the plug is defining the parameters. 

Input Parameters
  • Name : email | Type : Email
Output Parameters
  • Name : ticketList | Type : Option List


Script to get the list of tickets
  • Copy the code below and paste it into your plug builder. Then, make the following changes. 
  • In line #8, get your Desk org ID (Settings > Developer Space > API > Scroll down to find the "OrgId").
  1. if(session.containsKey("email"))
  2. {
  3. email = session.get("email").get("value");
  4. }
  5. // Getting the contact ID from the email - https://desk.zoho.com/DeskAPIDocument#Search#Search_SearchContacts
  6. url = "https://desk.zoho.com/api/v1/contacts/search?email=" + email;
  7. header = Map();
  8. header.put("orgId","012345");
  9. //Change your org ID (Settings > Developer Space > API > Scroll down > "OrgId")
  10. getcontact = invokeurl
  11. [
  12. url :url
  13. type :GET
  14. headers:header
  15. connection:"zohodesk3"
  16. ];
  17. info getcontact;
  18. contact_id = getcontact.get("data").getJSON("id");
  19. info contact_id;
  20. url_ticket = "https://desk.zoho.com/api/v1/contacts/" + contact_id + "/tickets?sortBy=-createdTime&limit=3";
  21. // Get associate ticket of a contact - https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_ListContactsByIds
  22. get_tickets = invokeurl
  23. [
  24. url :url_ticket
  25. type :GET
  26. headers:header
  27. connection:"zohodesk3"
  28. ];
  29. info get_tickets;
  30. array = get_tickets.get("data");
  31. optionList = List();
  32. for each  entry in array
  33. {
  34. subject = entry.get("subject");
  35. status = entry.get("status");
  36. display_text = subject + " - (" + status + ")";
  37. ticketNumber = entry.get("ticketNumber");
  38. optionList.add({"id":ticketNumber,"text":display_text});
  39. }
  40. response = Map();
  41. response.put("ticketList",optionList);
  42. return response;
  • Then, click Save, preview the plug and Publish it. 
 
Step 3 - Adding the plug to the Codeless bot builder
  • Navigate to Settings > Bot > Add, provide the necessary information, and select Codeless Bot as the bot platform. You can also open an existing bot.
  • Click on Plugs under Action cards, select the plug you have created and provide the input values for the parameters defined in the plug builder.
  • Choose the %visitor.email% variable for the name.
  • Provide a variable name for the ticket list.

  • Use a single choice card, click on Save in bot context, give a variable name and select the context variable under dynamic suggestion. 

  • Then, use this plug to show the ticket details.


I hope this was helpful. Please feel free to comment if you have any questions. I'll be happy to help you. 



Best regards
Sasidar Thandapani

    • Recent Topics

    • Landed Cost application to Vendor Bills from dropship Purchase Orders

      When trying to apply a Landed Cost to a Vendor Bill generated from a dropship Purchase Order, the Landed Cost pop-up window generates a message that "Landed Cost cannot be applied to Bills from dropship Purchase Orders" when trying to save the landed

    • Condition-based data sharing rules are now available in CRM

      Dear All,   We are excited to introduce a much awaited feature: condition-based data sharing rules. We'd love to explain more about this enhancement.   Specify record conditions in data sharing rules Data sharing rules enable you to share all the CRM

    • 2 serial numbers for 1 item (Mac address and Serial number)

      There is a way to track 2 serial number type for 1 Item. Ex: Some electronic devices have a MAC address and a serial number. I need to track those 2 numbers

    • Zoho Projects Roadshow, USA - 2024

      Dear Users, We are happy to announce the Zoho Projects Roadshows 2024 in USA. This is an excellent opportunity to learn more about Zoho Projects and gain in-depth knowledge of the advanced features. Our team will also discuss industry specific solutions

    • [Zoho Writer Webinar] Tips on collaboration control in Writer

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for the month of October 2023: Tips on collaboration control in Writer. This webinar will help you understand the various features available in Writer to control collaboration. We'll

    • [Zoho Writer Webinar] Working with tables in Zoho Writer

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for the month of September 2023: Working with tables. This webinar will help you understand the various ways you can use tables to meet your specific needs. The webinar will take

    • [Zoho Writer Webinar] Customize Writer to suit your business process

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for the month of August 2023: Customize Writer to suit your business process. This webinar will cover the various ways to customize Writer to streamline business processes and improve

    • Is there a way to print the dashboard?

      I would like the capability of printing the dashboard - is that possible?

    • Workflows for Timesheet

      Good day, Any way to have timesheet as triggers? I looked into Zoho Flow and into Zoho Project automation but no where can I have timesheet as a trigger. Basically, I would like to trigger something upon timesheet approval. Right now, the only way to

    • Linkedin - Recruiter System Connect

      Hi there! Does anyone here know how to connect Zoho Recruit to Linkedin Recruiter via Recruiter System Connect?

    • [Webinar] A recap of Zoho Writer in 2024

      Hi Zoho Writer users, We're excited to announce Zoho Writer's webinar for December 2024: A recap of Zoho Writer in 2024. This webinar will provide a recap of the features, enhancements, and integrations released in 2024 to enhance your productivity. There

    • Learn how to automate IT asset and incident management with Zoho Writer

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for November 2024: Learn how to use Zoho Writer's fillable forms for IT asset and incident management. This webinar will focus on how Zoho Writer can help you automate your organization's

    • [Webinar] Learn how Zoho Writer can streamline your finance and admin operations

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for October 2024: Streamlining finance and admin operations with Zoho Writer. This webinar will focus on how Zoho Writer can help you generate payslips and automate claim processes.

    • [Zoho Writer Webinar] Learn how Zoho Writer can enhance the productivity of sales teams

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for August 2024: Streamlining sales operations with Zoho Writer. This webinar will focus on how Zoho Writer can help you create sales documents and automate sales routines. There

    • [Zoho Writer Webinar] Learn how to simplify your HR operations: Part 2

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for July 2024: Learn how Zoho Writer can simplify your HR operations: Part 2. This webinar will focus on how Zoho Writer can help HR teams streamline and automate their entire hiring

    • [Zoho Writer Webinar] Learn how to simplify your day-to-day HR operations

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for June 2024: Learn how Zoho Writer can simplify your day-to-day HR operations. This webinar will focus on how to automate your entire hiring process and generate various types of

    • [Zoho Writer Webinar] Use formulas and conditions in Zoho Writer's document automation

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for May 2024: Learn how to use formulas and conditions in Zoho Writer. This webinar will focus on how to use formulas and conditions when automating document generation in Zoho Writer.

    • [Zoho Writer Webinar] Personalize Zoho Writer to suit your needs

      Hi Zoho Writer users, We're excited to announce the Zoho Writer webinar for April 2024: Learn how to personalize Zoho Writer to suit your needs. This webinar will focus on how to easily customize Writer's features at the user and organization level for

    • How to refresh/update module fields in

      Hi, I created a Workspace for CRM years ago. Since that time I've updated the layouts in several modules in CRM but Zoho Analytics displays the previous state fields only. How to refresh the module fields to reflect the actual state in Analytics? BR

    • Data update/pull from a specific field or module

      Hi Team, Currently, if I need a data from a newly added field on a product like Zoho CRM, I need to refresh the whole module to get the new field. This is taking much time for the data to be visible. If the data pull/refresh can be granularized to fetch

    • Lookup field in User module cannot look up to custom modules!

      Hi there, Expense has been great so far but it's sad to see that a simple thing such as allowing a lookup to custom modules from the Users module is not yet implemented. Hope to see this in the next release. Do you have any plan for that?

    • Trigger Zoho Cliq Channel Workflows for API Messages

      Dear Zoho Cliq Team, I hope this message finds you well. We have noticed that reminders or messages posted to Zoho Cliq channels via the API do not trigger channel-based workflows. This limitation means that any bot configured with a participation handler

    • Webhook Trigger for New Messages in Cliq Channels

      Hello, I would like to request a feature to enable webhook triggers when a new message is added to a Cliq channel. This functionality would allow us to seamlessly send important information from Cliq to other relevant systems. This webhook trigger can

    • Ability to Edit the "Current Job Title" dropdown field

      Current experience/Issue: When a user (candidate) uploads resume to Zoho Recruit candidate portal, some fields are prefilled with the info from the resume/cv correctly. However, we've observed that; 1. the "Current Job Title" dropdown field is usually

    • I'm getting an "Invalid_scope" error, even though I used an access token generated with the correct scope.

      I'm getting an "Invalid_scope" error, even though I used an access token generated with the correct scope. Here’s what I did in Postman: Generated the code to create an access token using the following URL: https://accounts.zoho.eu/oauth/v2/auth?scope=ZohoCampaigns.contact.UPDATE&client_id=<client_id>&response_type=code&access_type=offline&redirect_uri=https://1882-2-26-193-161.ngrok-free.app

    • Problem viewing document imported from google drive.

      Hello, When I add a document via my google drive, it is impossible to preview it. I get the error “Files without extensions cannot be previewed. Download to view this file”. Could you please help me? Also, and this is more of a question: is there a way

    • Problem configuring/customizing sales pipeline steps

      Hello, I have created several sales pipelines with different stages in them. Unfortunately I forgot to properly configure these steps (conversion probability, forecast category). How can I modify and customize all these steps? Thnak you by advance M

    • workflow for bounced email gets triggered, but email is status = opened

      Hello, I have a workflow that sends me an email if outgoing email are bounced. Now I got some kind of this emails, but the corrosponding contacts have status = open at the email. Why this bounce-workflow is triggered? Reports > Email Reports > Bounce

    • Power of Automation :: Automatically start / pause / stop timer on task status update.

      Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-

    • Website Access Blocked (from one pc only) when attempting unattended access to any device

      Hello From one of my laptops I cannot access any remote device using unattended access. A Zoho Assist error page didplays 'Website Access Blocked. See attached.

    • Zoho sheets to crm and mapping

      i want to know more about mapping the contacts that i upload from the spreadsheet also couldnt able to understand flow

    • Zoho Analytics to Zoho Sheets - automatic update?

      Hi all, If I create a zoho sheet from an Analytics Report or Analytics Data, is there a way for the zoho sheet to automatically update as the Report / Data in analytics updates?

    • Update Zoho Flow on Sprint Work Item Status Change

      Hello, I've contacted Zoho One support but have been unable to help in a timely manner, so I'm asking the community. I want to start using sprints, but I'm having an issue. I need to post updates to Slack when a Work Item has a status change. My understanding

    • Fixed Assets Register

      Thank you Zoho Books for adding fixed assets register. BUT there are certian tweeks that needs to be implemented. I found the following issues and seek improvements. 1) Fixed Asset Register Report in the Report Section has columns which are so much confusing.

    • Why can't I sync my Zoho Mail tasks and notes with my mobile device, and is there a way to fix this issue?

      I'm having trouble syncing my Zoho Mail tasks and notes with my mobile device. Despite following the usual steps, the tasks and notes don't appear on my phone. Is there a way to fix this issue? Regards, Adamjes, Tekskills India Pvt Limited, India.

    • Link to Desk tickets

      Hello, We are using Analytics to analyze data in Desk. Is there a way to embed a link to a ticket in reports? We'd love to be able to see the drill down data, and click a value in a result row that would launch the Desk Ticket in another window/tab. Thanks

    • Announcing new features in Trident for macOS (v.1.11.0)

      Hello everyone! Trident for macOS (v.1.11.0) is here with interesting features and enhancements to elevate your workplace communication and productivity. Let's take a quick look at them. Export emails. You can now export emails in the .eml file format

    • Zoho Sign Product updates - H2 2024

      Hello! We have almost come to the end of 2024! Here's a list of features and enhancements that went live in the later half of the year. NOM 151 certification Witness signing Formula, conditional, and custom fields Zoho Sign's extension for Bigin by Zoho

    • Build custom AI solutions with Catalyst’s QuickML capabilities in CRM

      Hello everyone, We’re thrilled to announce an improvement for our Zoho CRM Enterprise users: the ability to create custom AI solutions using Catalyst’s QuickML directly from Zoho CRM. As you may already know, Zia, Zoho CRM’s AI-powered assistant, offers

    • 【Zoho CRM】Webフォームに関するアップデート

      ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 「Zoho CRM アップデート情報」の中からWebフォームに関するアップデートについて紹介します。 今回、以下２点のアップデートがありました。 ダブルオプトイン（2段階の同意確認）後の確認メッセージのカスタマイズ 登録から確認まで一貫したユーザーエクスペリエンスを顧客に提供するために、カスタマイズされた確認メッセージを作成できるようになりました。 ダブルオプトイン認証メールのカスタマイズ 顧客に最初から興味を持ってもらえるよう、パーソナライズされたメールを作成できるようになりました。ユーザーのブランドに合った本文を作成し、パーソナライズすることで、様々な顧客に対応することができます。

    • Next Page