Automation #4 - Auto Delete Tickets based on Rules

Automation #4 - Auto Delete Tickets based on Rules



This is a monthly series in which we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk.
 
Unwanted tickets spamming your inbox and messing with your help desk reports? There is a way you can automatically delete such tickets, based on their subject lines or email IDs or a combination of both. The rules totally depend on your use case, but we have a simple script that can help you achieve this easily. Initiate this automation today and clear unwanted tickets easily and keep your reports accurate. 
 
Let's begin by establishing two components: a connection and a workflow rule linked to a custom function. Initially, we'll create the connection, followed by configuring the workflow rules to trigger the custom function.

Create a connection

To create connection, perform the following steps:
  1. Go to Setup > Connections under Developer Space
  2. Click "Create Connection"
  3. Select "Zoho Desk" under "Default Services"
  4. Give the connection name as "autodeletetickets"
  5. Under Scope below values
    Desk.tickets.READ
    Desk.tickets.DELETE
  6. Click "Create and Connect"
  7. Click "Connect" and click "Accept"
Connection is created successfully.


To create workflow rule and associate custom function, perform the following steps:
  1. Go to Setup, and under Automation, click Workflows.
  2. On the left panel, under Workflows, click Rules > Create Rule,
    In the 
    Basic Information section, carry out the following steps:
  3. In the Module drop-down menu, select Tickets.
  4. Enter a name and description for the rule.
  5. If you want to activate the rule right away, select the Active checkbox. Else, you can just create the rule now and activate it later, on the Rules page.
  6. Click Next.
    In the 
    Execute on section, perform the following steps:
  7. Select the Create checkbox to execute this rule every time a new ticket is created. 
  8. In the Criteria section, perform the following steps:
  9. If you want to delete tickets based on the content in the Subject field, add this criteria:
    Subject contains <keywords separated by commas.
  10. If you want to delete tickets based on the content in the Subject field and the email ID of the contact, add this criteria:
    Subject contains <keywords separated by commas>
    AND/OR
    Email contains <email ids separated by commas>
  11. If you want to delete all tickets except the ones that have a specific content in the Subject field and/or were sent by a particular sender, add this criteria:
    Subject doesn't contain <keywords separated by commas>
    AND
    Email doesn't contain <email ids separated by commas>
  12. Click "Next".
  13. In the Actions section, carry out the following steps:
  14. Click the + icon under "Action" and select "New" next to Custom Functions
  15. Enter a name and description for the custom function. Choose Tickets under Module.
  16. Under Argument Mapping, give a desired Method Name. Map the arguments as below:
     16.1 
    In the Argument Name field type ticketID, and from the Value drop-down list select Ticket Id under Tickets Section
  17. In the script window, input the Custom Function you find below:

    1. deskDomain = "https://desk.zoho.com";
    2. //Replace your zoho desk URL accordingly
    3. jsonString = {"ticketIds":{ticketID}};
    4. deleteTicket = invokeurl
    5. [
    6. url :deskDomain + "/api/v1/tickets/moveToTrash"
    7. type :POST
    8. parameters:jsonString.toString()
    9. connection: "autodeletetickets"
    10. ];
  18. Click "Save" to save the custom function
  19. Click "Save" again to save the workflow.

Important Note: Please make sure to add the accurate criteria, based on which the custom function must be executed. If you do not add any criteria, the rule will execute and delete all tickets in the department. 



      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

                                  • How to add employee and not invite them to log in?

                                    I want to add 50 employees, but invite them only when everything will be configured and ready. Is it possible? Should we create employee profiles and then convert them later? Thank you,
                                  • Any Offline Developing Environements or IDE's for Zoho Creator

                                    Hi there, Is there any offline developing environment for zoho creator like the Eclipse for sales force.com? So that i could make my development faster. Its taking a laot of time to write save and verify the code in Zoho Creator online. Thanks in advance
                                  • How is Your eCommerce Experience w/Zoho Inventory?

                                    First off, I'm SUPER grateful for the advent of Zoho Inventory and now the Zoho Commerce Suite. Overall, Inventory is a great product, especially for customers without an eCommerce presence. For eCommerce companies (especially those shipping more than ~10 packages/day), however, there are certain drawbacks that keep my clients from moving over to Zoho Inventory: Cons: 1. Invoice + Package Creation from Shopify/Other eCommerce Integrations: Zoho Inventory makes the somewhat perplexing decision to
                                  • Ability to Use Both AND and OR When Creating Rules (Advanced Conditions)

                                    I'd like to be able to use more complicated logic when setting up rules. E.g. in Zoho Mail, I can choose "Advanced conditions (AND/OR) to create a rule that can be applied to multiple subject lines from the same sender. But in Zoho TeamInbox, I will have
                                  • Facturation électronique 2026 - obligation dès le 1er septembre 2026

                                    Bonjour, Je me permets de réagir à divers posts publiés ici et là concernant le projet de E-Invoicing, dans le cadre de la facturation électronique prévue très prochainement. Dans le cadre du passage à la facturation électronique pour les entreprises,
                                  • Zoho Desktop App- Unable to Minimize/Freezes

                                    I'm having issues with my Zoho Mail desktop app (PC). When go on my desktop and open the app this is what happens: - Unable to minimize and close app (in the screenshot attached you can see at the top right there is no option to minimize/close) - Unable
                                  • Zoho Invoice Zapier Integration

                                    Is there still a way to use Zapier with Zoho Invoice? I've read online that that migrated to Zoho Books or Billing but since I am just using Invoice I can not find a Zapier Connection anymore.
                                  • Conect chat of salesiq with zoho cliq

                                    Is there any way to answer from zoho cliq the chat of salesiq initiated by customers?
                                  • Bug: OAuth 2.0 State Parameter fails with Pipe Delimiters (RFC 6749 Non-Compliance)

                                    I've discovered a bug in how Zoho's API Console handles the OAuth 2.0 authorization flow when the state parameter contains pipe characters (|), and I'm hoping the Zoho team can address this in a future update. The Issue Zoho's OAuth 2.0 implementation
                                  • Zobot with Plugs

                                    Hello, I am having a problem with Zobot using Plugs. Here is my current flow: When I run the flow, I should immediately see the messages from the initial cards (Send Message cards), then after running the plug, and finally, see the messages after the
                                  • Print a document from Zoho Writer via Zoho Creator

                                    If i use the code below i can get writer to create a new document or email it to me but i want to be able to print it directly from the browser and not have to send it via email and then print. Below is the code im using. Attached options form zoho writer
                                  • Training for How can i Operate the Software Features

                                    need to Help for Training of the ZOHO Billing Software
                                  • Automating Vendor Contract Management between Zoho Contracts and Zoho Books using Zoho Flow

                                    Managing vendor agreements across procurement and finance systems often requires manually downloading executed contracts and attaching them to vendor records. This can become time-consuming and difficult to manage when dealing with a large number of contracts.
                                  • VIEW HEADERS PARAMETERS

                                    A function was created in zoho creator. In the microservices “https://creator.zoho.com/userhome/<adminuser>/admindashboard#/microservices”. A custom API was created and associate the function. In the postman I send some data, how can I visualize what
                                  • Problem applying batch operation error keeps looping that error

                                    Problem applying batch operation error keeps looping that error an wont login
                                  • Shared Email Sending Duplicate Copies of Emails

                                    Hi there, We recently have moved our info@ email to Team Inbox to trial. We set this channel up using the Microsoft setup which works fine and have 3 users. I am wanting to know: 1. When I send a new email, it will create a copy of that email and send
                                  • merhaba

                                    merhaba sosyal medya paketimiz mevcut ama yorumları göremiyoruz ve o yüzden cevap veremiyoruz destek rica ediyoruz.
                                  • Teaminbox not working

                                    We couldn't send or receive any mail within the team inbox. Displaying error 'Unable to process this request.'
                                  • Related lists New option in missing

                                    hi I have created quite a few modules and added as related lists to my main module. Some have new, some dont I can not see why?
                                  • Cliq and ToDo integrations?

                                    I'm a bit surprised not to find any way to open a Cliq chat for the current thread, or to create a Zoho Mail ToDo from a thread. Are these on the roadmap?
                                  • Reply-to names are mangled

                                    Hello, I'm seeing an odd behavior in replies. Steps to reproduce: 1. Click reply to an email from "John Doe <doe.john@example.com> in TeamInbox Expected outcome: TO field pre-filled with "John Doe <doe.john@example.com>" Actual outcome: TO field pre-filled
                                  • I CANT UPGRADE MY FREE ACCOUNT

                                    I TRY TO UPGRADE MY FREE ACCOUNT AND I COULD NOT UPGRADE IT CAN SOMEBODY TELL ME WHY? AND I HAVE THE MONEY SO.
                                  • Level up your ASO game with tags & categories in store reviews

                                    Introducing tags and categories in Apptics' store reviews Dear Apptics community, If your app is listed on the Play Store or App Store, you already know how important store reviews and ratings are. They’re one of the most direct signals of user sentiment
                                  • Including attachments with estimates

                                    How can attachments be included when an estimate is sent/emailed and when downloaded as a .pdf? Generally speaking, attachments should be included as part of an estimate package. Ultimately, this is also true for work orders and invoices.
                                  • Adding VENDOR SKU to PURCHASE ORDERS

                                    how can we add the Vendor SKU when issuing a Purchase Order , so the PO shows the Supplier SKU and our own Internal SKU , which is what we want to receive into the system .
                                  • Possible to freely prompt/query CRM data using Zia?

                                    Is it possible to prompt Zia to query on any information stored in the CRM, especially on the data stored in custom text fields? My use case is the people in my organisation have entered lots of text in custom text fields to capture information from an
                                  • Restrict employees to take only one day holiday from a multi-day festival holiday

                                    Hi everyone, I have a requirement related to Optional/Festival Holidays in Zoho People. For example, in the month of May there are three optional holiday dates: May 11, May 12, and May 13. Employees can choose one of these days as their optional holiday.
                                  • Cannot modify colours in invoice email template

                                    I have tried switching browsers... but I cannot change the (pretty horrible) default colours in the preset email when sending an invoice... the blue banner, red outstanding total and the bright green button... I can change other things but not the colours?
                                  • Cannot find zpuid for Zoho Projects user

                                    I'm using the Zoho Projects v3 API to create a task. The task is created successfully, but in order to assign the task owner, the "Create a Task" API also requires the zpuid of the task owner. Unfortunately I cannot find any user-related API calls that
                                  • Print a document from Zoho Writer via Zoho Creator

                                    If i use the code below i can get writer to create a new document or email it to me but i want to be able to print it directly from the browser and not have to send it via email and then print. Below is the code im using. Attached options form zoho writer
                                  • Allow styling for specific Subform fields in Zoho Creator

                                    Sometimes in forms we need to visually highlight a specific field inside a Subform (for example Sanctioned Amount, Approved Value, Critical Fields, etc.) so that users immediately notice it while entering data. Currently there is no direct UI option to
                                  • Placeholder format in Number field does not reflect Max Digits configuration

                                    When the Max Digits (Maximum digits of number) property is set to a smaller value (for example, 2 digits), the placeholder in the input field still displays a 7-digit format (#######). The same behavior can also be observed in Decimal and Currency field
                                  • How does SKU work when selling products in parts in Zoho Inventory

                                    Hello everyone, Zoho Inventory does not understand the physical cutting of the piece.. It only tracks quantities of the unit (like feet ). So when you sell part of an item, the system simply reduces quantity for that SKU. Assume that i have a 50 ft long
                                  • CRM Cadences - working timesThe Friday afternoon? The next Monday morning? Not at all?

                                    I think I’m writing saying that cadence emails are only sent during the organisations set working hours in CRM. So if a particular email is set to send for example in three days and that lands on a Sunday (when working hours are not operational) when
                                  • CRM Cadences - working times

                                    I think I’m right in saying that cadence emails are only sent during the organisations set working hours in CRM. So if a particular email is set to send for example in three days and that lands on a Sunday (when working hours are not operational) when
                                  • Push Notification for New Bookings in Zoho Bookings App

                                    when a someone schedules an appointment through the booking page, is there any option to receive a push notification in the mobile app?
                                  • Add the same FROM email to multiple department

                                    Hi, We have several agents who work with multiple departments and we'd like to be able to select their names on the FROM field (sender), but apparently it's not possible to add a FROM address to multiple departments. Is there any way around this? Thanks.
                                  • Zoho Desk View Open Tickets and Open Shared Tickets

                                    Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).
                                  • Zoho Expense - Bi-Weekly Report Automation

                                    Hi Zoho Expense Team, My feature request is to please include an option to automate creation of reports bi-weekly (every 2 weeks)
                                  • How to Fetch data from Sales Order and Insert into Purchase Order with Deluge

                                    Hello, I am wanting to write a Deluge script that would take the shipping address on a Sales Order and upon conversion to a Sales Order automatically insert it into that corresponding PO. I am new to Deluge but understand that it has great capabilities.
                                  • Next Page