Automation #6 - Prevent Re-opening of Closed Tickets

Automation #6 - Prevent Re-opening of Closed Tickets



This is a monthly series where 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.

Typically when a customer submits a support ticket, it is assigned with a status to map its journey. Zoho Desk provides you with four default statuses: Open, On hold, Escalated, Closed; along with the option to create your own statutes which can then be mapped to these default ones.  
 
Once the solution has been provided to the customer and the ticket is resolved the ticket is marked as "Closed". But the status changes from "Closed" to "Open" if the customer replies to the same ticket. While this behaviour might be useful for some businesses who prefer to continue the same thread instead of reopening a new one, some might not want to do so. To ensure the ticket stays in the closed status and start a new thread for a customer reply, you can create a Workflow Rule and map it to a custom function script to achieve the desired results.

Prerequisite:

To ensure the Closed status is maintained even if a customer replies to a ticket, perform the following steps: 
1. Go to Setup, and under Customization, click Ticket Status, uncheck the "Fall-Back To Default" checkbox against "Closed" status.
2. OrgID, to get the OrgID, navigate to "Setup >> Developer Space >> API". Note down the OrgID

To create the workflow rule, 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, perform 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 Customer Reply checkbox to execute this rule every time a customer responds to a ticket.  
8. Click Next.
9. In the Criteria section, set the criteria as "Status is Closed" and click "Next"
In the Actions section, perform the following steps:
10. Click the + icon under "Action" and select "New" next to Custom Functions
11Enter a name and description for the custom function.
12. In the script window, input the Custom Function you find below:
  1. numberOfHours = 48;
  2. orgId = "Paste Org Id here";
  3. //Please paste your OrgID
  4. TicketInfo = zoho.desk.getRecordById(orgId,"tickets",TicketID);
  5. lastModified = TicketInfo.get("closedTime").toTime("yyyy-MM-dd'T'HH:mm:ss");
  6. status = TicketInfo.get("status");
  7. hoursBetween = now.hoursBetween(lastModified).abs();
  8. if(hoursBetween >= numberOfHours)
  9. {
  10. threadResponse = zoho.desk.getRelatedRecords(orgId, "threads", "tickets", TicketID);
  11. if(threadResponse.get("data") != null)
  12. {
  13. latestThreadID = threadResponse.get("data").get(0).get("id");
  14. splitTicketResponse = zoho.desk.ticket.split(orgId, TicketID, latestThreadID);
  15. info "splitTicketResponse ::::" + splitTicketResponse;
  16. info "======================================================";
  17. NewTicketNumber = splitTicketResponse.get("ticketNumber");
  18. NewTicketID = splitTicketResponse.get("id");
  19. }
  20. }
  21. else
  22. {
  23. jsonString = {"status":"Open"};
  24. TicketResponse = zoho.desk.update(orgId, "tickets", TicketID, jsonString);
  25. info TicketResponse;
  26. }

NOTE:
Line 1 numberOfHours = 48, refers to the hours post which the new response received in a existing ticket should be split as new ticket. You can replace the number of hours based on your requirement.
Line 2 replace the orgId.

13. Click Edit Arguments
14. In the Name field type TicketID, and from the Value drop-down list select Ticket Id under Ticket Information
15. Click "Save" to save the custom function
16. Click "Save" again to save the workflow.

These steps would ensure that when a ticket is marked Closed, it stays in the Closed status, even if a customer replies after the mentioned hours. But also ensure that the new reply is added as a new ticket so you don't miss anything!

    Zoho Campaigns Resources

      Zoho Desk Resources

      • Desk Community Learning Series


      • Digest


      • Functions


      • Meetups


      • Kbase


      • Resources


      • Glossary


      • Desk Marketplace


      • MVP Corner


      • Word of the Day


        • Sticky Posts

        • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

          After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which
        • 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
        • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

          Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is
        • 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. 
        • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

          Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting

        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

                                • Not displaying a newly created window within an application

                                  On a specific stock trading application (see image below), when a newly created full screen operation is invoked (File->New) oft times it is invisible (the mouse input is correctly routed to the new window but the hover over contents shows the invisible
                                • Last payroll of the year gives me an error

                                  Trying to run the last payroll of the year. The payment doesn't get to the employee until 1/1/25, which is correct. However when I try to process it I get the following error: Tax calculation is not supported for the year 2025. Please change the Pay date.
                                • Global Outage - Please Update Current Status

                                  It looks like Zoho Mail services are down everywhere. Please update with current status and time-to-resolution.
                                • Is the filename of an attachment restricted to only certain languages?

                                  Hi, I tried to create a file card in a notebook, but I encountered an issue: when the filename of an attachment is in languages other than the main ones (such as English, Japanese, or Simplified Chinese......), syncing stops or the filenames become garbled
                                • Odd Authorization warnings

                                  I'm a superadmin for Zoho One and double-checed that I was an Admin role in Teams. Every once in awhile, I'll get a strange notification that I can't do something (usually deleting something although I am under the 250 thread limit). Is there somewhere
                                • Zoho und die Art, Dinge zu tun

                                  Zoho und die Art, Dinge zu tun Ich habe Zoho seit über zehn Jahren in verschiedenen Projekten implementiert – einige groß, andere sehr groß – und habe sogar für einen der weltweit führenden Zoho-Partner gearbeitet. Jedes Mal, wenn ich ein Zoho-Implementierungsprojekt
                                • Free webinar: Zoho Sign 2024 wrap-up - Everything that is new and has changed

                                  Hello, Are you looking up to catch up on all the updates made to Zoho Sign in 2024? Or are you still figuring out how you can use Zoho Sign better to get business paperwork done more efficiently? If so, we invite you to join us this Thursday, December
                                • View of all Leads (+converted)

                                  Hi, Is there a View of all Leads this month includung converted? If not how can I create one? Thanks
                                • Zoho Projects is down

                                  Is anyone else having problems getting to Zoho Projects?   We are getting a Zoho server error, impacting our business.... I thought Zoho had HA for their Applications!?
                                • Develop and publish a Zoho Recruit extension on the marketplace

                                  Hi, I'd like to develop a new extension for Zoho Recruit. I've started to use Zoho Developers creating a Zoho CRM extension. But when I try to create a new extension here https://sigma.zoho.com/workspace/testtesttestest/apps/new I d'ont see the option of Zoho Recruit (only CRM, Desk, Projects...). I do see extensions for Zoho Recruit in the marketplace. How would I go about to create one if the option is not available in sigma ? Cheers, Rémi.
                                • Zoho Payroll [India Edition] - ICICI Bank Integration

                                  It seems that ICICI integration with Payroll (and other Zoho apps) has become progressively more difficult this year. It was great until last year but then some apps started requiring a token generated on ICICI website. The whole point of Direct Deposit
                                • Issue with EU MArketplace

                                  Hi It's super frustrating that many CRM / Zoho (whatever) extensions are not available in the EU Market place Example: https://marketplace.zoho.com/app/crm/time-tracker-extension-for-zoho-crm For now, can the team address the extension above, but on the
                                • Add an action to set agent as a member of a team in zoho desk

                                  Hi, Please add an action to zoho flow to set agent as a member of a team in zoho desk (add to a team or remove from a team). Regards, Ram
                                • Cant add owner to field update in workflow

                                  Hi there, Currently when i tried to add owner of the record of the module to the field update, i am unable to. Is there a way to do so?
                                • Zoho Books API Limit Is RIDICULOUS!!!!!!!!!!!!!

                                  The 2,500 API call limit in Zoho Books is about as useful as AOL dialup.  Seriously Zoho, not only can I use up 2,500 API calls in no time with my own app but YOUR OWN STUPID IPAD APP blows through them super fast too, so if any one of my clients wants
                                • CRM portal users can now log in using their mobile phone numbers

                                  Hello everyone! You can now invite portal users using their mobile phone numbers. These portal users will be able to log in using their mobile number and OTP. Templates for these portal-related SMS can be customized as per your needs. This enhancement
                                • Zoho CRM: Las últimas novedades de 2024. ¡No te las pierdas!

                                  ¡Hola, Español Zoho Community! Aunque sabemos que en estas fechas muchos de vosotros estáis ya disfrutando de un merecidísimo descanso, no queríamos acabar el año sin haceros un resumen de las actualizaciones más interesantes de los últimos tres meses,
                                • Assistance Required: Custom Model Record Not Visible in Zoho CRM Sandbox

                                  Dear Team, I hope this message finds you well. I have created a custom model in the Zoho CRM Sandbox account and am currently adding records to it using Python. While I am able to fetch the module data programmatically through Python, I am unable to see
                                • Automatic Updates for Zoho Desk Extensions

                                  Dear Zoho Desk Team, I hope you're doing well. We would like to request the addition of an automatic update feature for Zoho Desk extensions. Currently, updating extensions requires manually searching for updates and clicking the update button. This process
                                • Issue with skip_workflow Not Preventing Edit Workflow Trigger

                                  Hi Team, I am trying to upload a file to a form in Zoho Creator. However, during the upload, an edit workflow is being triggered. I want to prevent this workflow from running, so I have used the skip_workflow parameter as mentioned in the API documentation:
                                • Unable to unlink a Bigin account from Zoho Campaign

                                  I have an old Bigin account that not longer exists but somehow it's still linked by my Zoho campaigns. I am trying to unlink the old Bigin account so I can add my new Bigin account, but when I deny access to the old one, nothing happens (it won't unlink
                                • Zoho Upgrade Failure Multiple TImes

                                  I want to add users to my Zoho CRM. I have carried out the process up to OTP verification, but then it always fails at the confirmation stage. This failure has occurred repeatedly even though the OTP has been successful. Is there a solution to this
                                • Import from GoHighLevel to Zoho CRM

                                  Has anyone been successful with this? I don't want to integrate with GoHighLevel just import/migrate everything over to Zoho
                                • No data/body passed to REST server for DELETE by InvokeURL

                                  Hello Zoho, It seems no data or body of HTTP request is passed to REST server when request type DELETE is used for InvokeURL function. I tried to send DELETE using cURL command and from Python, it worked without problem. The problem occurs only with Deluge's
                                • Recurring Bookings

                                  Will Zoho Bookings ever offer an option to the customer to schedule recurring meetings (unlimited) for the same days/times? Making a client schedule the same days/times for an entire month is a tedious process. I'd like to offer the option upfront to
                                • iCloud integration

                                  I noticed from reading other threads that native integrations with Google Meet and Microsoft Teams are right around the corner. Are there other integrations and fixes to existing integrations coming? There are 2 things keeping me from using Zoho Bookings:
                                • How do I associate pricebooks to a customer?

                                  I setup a few pricebooks, that worked fine. But now the only thing I can do with it, when I enter a quote or sales order, I can select which pricebook to use, but I have to do this product by product every time I add one. Is there a way to connect a pricebook
                                • Introducing Dark Mode / Light Mode : A New Look For Your CRM

                                  Hello Users, We are excited to announce a highly anticipated feature - the launch of Day, Night and Auto Mode implementation in Zoho CRM's NextGen user interface! This feature is designed to provide a visually appealing and comfortable experience for
                                • Subforms and automation

                                  If a user updates a field how do we create an automation etc. We have a field for returned parts and i want to get an email when that field is ticked. How please as Zoho tells me no automation on subforms. The Reason- Why having waited for ever for FSM
                                • Pulling Specific Products from Sales Orders in Books to a CRM Record

                                  We currently process orders directly through our website (woocommerce) as well as through manual sales orders in zoho books. When an order comes through the website, all of the individual products from that order show up in the CRM record of that customer.
                                • Functions - How to pass Dynamic Parameters / Arguments?

                                  I am trying to create a generic function that I can use to update a given field with the name of the user and a given field with a datetime. The purpose of this is to have a history of major actions within the CRM record itself so it is easier to query
                                • Locking Certain Feilds

                                  Hello! I was wondering if there was a way to lock certain fields from being changed until another field had been filled in. For example, my origination has a chain of blueprints that have to be filled in for someone to properly convert from the "Leads"
                                • How to void partially paid bill?

                                  Hello. I have following problem and can't figure out how to solve it. I created a bill from vendor for 180gbp for purchase of some items. It was partially paid (60gbp) and so far so good - 120gbp overdue and items were successfully added to inventory
                                • Email Notification to WordPress Blog Subscribers

                                  You know when a new WordPress blog is published, your subscribers will be notified via email with a link to that blog? Jetpack does it but I'm hoping to get away from it or any other specialized WordPress plugin (like MailPoet), and instead, use a dedicated
                                • CRM workflow to trigger Zoho Sign (One)

                                  Hi,  We have had integration in the past with SignNow in our standard CRM. A onboard would fill out name and address and in turn this would trigger a webhook out of Zoho CRM into Zapier and to SignNow. We've recently upgraded to Zoho One and cannot find anyway to automate the Sign process from CRM to Zoho Sign, is this possible?
                                • Lookup field - Can I avoid using advanced search?

                                  I have a lookup field in my app that has surpassed 500,000 records, now basic search is disabled and I'm forced to use advanced search. That adds multiple steps to what used to be very simple. Before: Select field > Type last digits of product code and
                                • Calendar View for Zoho Tickets

                                  Is there a way to view your tickets with due dates on a calendar view? I can not find a way to merge my Zoho Calendar and Tickets. This would be extremely helpful to my team.
                                • Zoho Book - Banking Module - Cash Credit account

                                  I have a CC account with a bank. I initially added the account as a 'Bank Account' under the banking module in Zoho Books. However, this CC Bank Account is showing as an asset instead of a liability. I have added the account as a credit card account but
                                • Zoho Sign Custom Domain

                                  Any plans for Custom Domain?
                                • Multiple date selection

                                  Hello, we want create app for our company. We need create tasks for our employers. For example - 1 employer have task every Friday the whole year. Second have task every Monday for 6 months. For simple way create Multiple date selection in date form
                                • Next Page