Custom Function - Searching Keywords in Latest Email Reply from Customer

Hi All,

I got provided from ZoHo Support the below sample custom function to use for ZoHo Desk.

This function is supposed to search for specific keywords within a customer's most recent email reply to a ZoHo Desk ticket and then send out an email alert (if it finds those keywords).

code shown below:

orgId = XXXXXX; // replace orgId

deskURL = "https://desk.zoho.com";

//add the required keywords

keywordsList = {"Complaint","Issue","Problem","Faulty","Defect","Expensive","Overpriced","Unresponsive","Poor service","Outdated","Complicated","Difficult","Unreliable","Inconsistent","Disappointed","Never","Not again","Refund","Contract","Switch","Switching","Move","Moving on","Better options","Latency","Outage","Unstable","Difficult setup","Hard to use","Poor integration","Incompatible","Overpriced","Limited features","Poor support","Slow response","Better options","Switching providers","Cancel","Termination","Expensive upgrades","Outdated software","No improvement","Unreliable","Connectivity issues","Refund","Disconnect","Lack of customization"};

//===================================================================

logs = Collection();

doesThreadContainRequiredKeywords = false;

latestThreadData = invokeurl

[

url :deskURL + "/api/v1/tickets/" + ticketId + "/latestThread"

type :GET

connection:"zohosupport"

];

logs.insert("latestThreadData":latestThreadData);

threadContent = latestThreadData.get("content");

for each currKeyword in keywordsList

{

if(threadContent.containsIgnoreCase(currKeyword))

{

doesThreadContainRequiredKeywords = true;

break;

}

logs.insert("doesThreadContainRequiredKeywords":doesThreadContainRequiredKeywords);

if(doesThreadContainRequiredKeywords == true)

{

templateId = "3337XXXXXXXX"; // replace templateId

Template = invokeurl

[

url :"https://support.zoho.com/api/v1/templates/" + templateId + "/render?entityId=" + ticketId

type :POST

connection:"zohosupport"

];

sendmail

[

from :zoho.adminuserid

to :"mail@mail.com,email@mail.com

subject :Template.getJSON("subject")

message :Template.getJSON("body")

]

}

info "Logs:" + logs;

I setup the above custom function and enabled it for a workflow

I set it to execute on:

create & customer reply

However, I started getting email alerts if a keyword was used in an earlier email reply to the ticket.

e.g.

ticket #12345

A customer's most recent reply (2/21/2024) to ticket #12345 would not have any of the keywords listed in keywordsList. But I still got an email alert.

But when I looked at previous customer emails to that same ticket, I did see that keyword in a previous email the customer sent (2/10/2024).

Looking at the code it seems like the logic is to search the entire thread, rather than the most recent one. Wondering if it can be modified to search for the most recent thread (aka customer reply).

Best,

Chris

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