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 


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • 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

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ




                                ご検討中の方

                                  • Recent Topics

                                  • GST Slabs Redefined: Stay Compliant Using Zoho Books!

                                    Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

                                  • Allow syncing Activities from other applications

                                    Marketing Automation could be a much more powerful platform if you were able to sync activities into the platform (e.g. purchase, donation, etc) outside of a user doing something on your website. I'd love it if you could sync Custom CRM Modules as activities,

                                  • Create static subforms in Zoho CRM: streamline data entry with pre-defined values

                                    Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

                                  • Global Sets for Multi-Select pick lists

                                    When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

                                  • Introducing Profile Summary: Faster Candidate Insights with Zia

                                    We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

                                  • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

                                    Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

                                  • Ask the Experts #1

                                    Hello everyone! It’s time to transform how you manage projects. Define the processes. Automate the tasks. Streamline the workflows. Let us dive into automation in Zoho Projects — from configuring workflows and custom functions to building triggers, using

                                  • Option to Customize Career Site URL Without “/jobs/Careers”

                                    Dear Zoho Recruit Team, I hope you are doing well. We would like to request an enhancement to the Career Site URL structure in Zoho Recruit. In the old version of the career site, our URL was simply: 👉 https://jobs.domain.com However, after moving to

                                  • How to overcome Zoho Deluge's time limit?

                                    I have built a function according to the following scheme: pages = {1,2,3,4,5,6,7,8,9,10}; for each page in pages { entriesPerPage = zoho.crm.getRecords("Accounts",page,200); for each entry in entriesPerPage { … } } Unfortunately, we have too many entries

                                  • Zoho Sheet - Printing - Page Breaks and Printing Customization

                                    I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

                                  • Checking if Creator has Change History

                                    Like zForms - whenever an entry was updated there's an option to attached change history to email notif. Trigger -> Successful form submission

                                  • Zoho Sheet - Desktop App or Offline

                                    Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

                                  • Zoho sites header

                                    Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

                                  • Your bot just got smarter: AI-Powered routing that reads between the lines

                                    What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

                                  • Recurring Supervisor Rule Reminders for Open/In-Progress Tickets

                                    Hello Zoho Support Team, I would like to suggest a potential improvement regarding reminders for tickets and activities in Zoho Desk. Currently, it is possible to set reminders only once. In the Supervisor Rules section, it is possible to configure reminders

                                  • Round robin

                                    Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should I

                                  • Kaizen #152 - Client Script Support for the new Canvas Record Forms

                                    Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

                                  • Unable to create embed code for resource of workdrive using API

                                    Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, below

                                  • how to use validation rules in subform

                                    Is it possible to use validation rules for subforms? I tried the following code: entityMap = crmAPIRequest.toMap().get("record"); sum = 0; direct_billing = entityMap.get("direct_billing_details"); response = Map(); for each i in direct_billing { if(i.get("type")

                                  • Adding contact role to a specific deal js sdk malfunctioning

                                    i was trying to add the contact role to a specific deal contact but repeatedly i am getting this error: { "code": "SUCCESS", "details": { "statusMessage": { "code": "INVALID_DATA", "details": { "expected_data_type": "jsonobject" }, "message": "body",

                                  • WIDGET in related record list ZOHO CRM; how to get and put data to subform custom fields?

                                    he need: Read and write two custom subform line-item fields on Quotes: Segment_wyceny (picklist/text) and W_pakiecie (number). Write works; read does not return these fields via SDK. Environment Zoho CRM Widget Zoho Embedded App SDK v1.2 Module: Quotes

                                  • So we ran with it for the week

                                    In our company i bit the bullet and ran with FSM for a whole week. Service calls, deliveries and surveys. Covering about 30-120 miles a day to domestic properties. Loved the appointment list and satnav integration. Loved the timer to measure the appointments.

                                  • Q3 Updates from Bigin!

                                    Hey Biginners, Hope you’re doing great! As we approach the end of 2025, we truly hope Bigin has been a part of helping you build your dream business this year! We've been busy working behind the scenes to bring you features that make running your business

                                  • New Series Announcement - Ecommerce Marketing Tips

                                    Running an online business is more than just having a website. It’s about getting the right customers to discover you, trust you, and keep coming back. To support your growth journey, we’re launching a weekly Marketing Tips series right here on Zoho Commerce

                                  • Client Script | Update - Introducing Subform Events and Actions

                                    Are you making the most of your subforms in Zoho CRM? Do you wish you could automate subform interactions and enhance user experience effortlessly? What if you had Client APIs and events specifically designed for subforms? We are thrilled to introduce

                                  • {"errors":[{"id":"500","title":"Servlet execution threw an exception"}]}

                                    Here's the call to move a file to trash. The resource_id is accurate and the file is present. header = Map(); header.put("Accept","application/vnd.api+json"); data = Map(); data_param1 = Map(); att_param1 = Map(); att_param1.put("status",51); data_param1.put("attributes",att_param1);

                                  • Converting Sales Order to Invoice via API; Problem with decimal places tax

                                    We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in

                                  • Empowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM

                                    Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individuals

                                  • Zoho Canvas - Custom templates for related lists

                                    Hi, I see that the example pages load always one of our related lists in a custom template, but I dont know how to work with that:  1) How can i make my own custom templates for related lists?  2) Where and how can i check out existing custom templates?

                                  • Kaizen #147 - Frequently Asked Questions on Zoho CRM Widgets

                                    Heya! It's Kaizen time again, folks! This week, we aim to address common queries about Zoho CRM Widgets through frequently asked questions from our developer forum. Take a quick glance at these FAQs and learn from your peers' inquiries. 1. Where can I

                                  • open word file in zoho writer desktop version

                                    "How can I open a Microsoft Word (.doc or .docx) file in Zoho Writer if I only have the file saved on my computer and Zoho Writer doesn't appear as an option when I try 'Open with'? Is there a way to directly open the .doc file in Zoho Writer?"

                                  • How to invite friends on other social media platforms to one of my group chats in arattai?

                                    Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to

                                  • Zoho PDF editor has a lot of issues.

                                    Zoho PDF editor needs a lot of work. It hangs and glitches a lot. Deletes annotations and clearings randomly.

                                  • Writer sing up problom

                                    Zoho writer sing up prolom face

                                  • Enable Password Import option in ulaa browser

                                    Dear Ulaa Team, I noticed that the Ulaa Password Manager currently offers an option to export passwords, but not to import them. This limitation poses a challenge for users like me who have stored numerous credentials in browsers like Chrome. Manually

                                  • Zoho Sheet for Desktop

                                    Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

                                  • Workdrive on Android - Gallery Photo Backups

                                    Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma

                                  • Market cap

                                    Market cap formula?? Kaise nikale

                                  • New From Address cannot verify

                                    I have created a new From Address, which is the support@ address for my domain, that forwards to the default support mailbox. Presumably then, the verification email that is sent, should turn up as a ticket, but it does not. How can I verify my from address so that I can use my own domain?

                                  • stock

                                    bom/bse : stock details or price =STOCK(C14;"price") not showing issue is #N/A! kindly resolve this problem

                                  • Next Page