How send a ticket attachment using the Sendreply API in Zoho Desk

How send a ticket attachment using the Sendreply API in Zoho Desk

API document references : you make use of the Upload file API and gather the attachment ID. This ID is be passed with the Send email Reply API to deliver responses with the attachment intact.

Code template is as below:
  1. // ORGID
  2. ORGID = "XXXXXXX"; // Masked Org ID
  3. ApiUrl = "https://desk.zoho.com/api/v1";

  5. // Get Contact data
  6. getData = zoho.desk.getRecordById(ORGID, "tickets", TicketID);
  7. ContactID = getData.get("contactId");
  8. getContact = zoho.desk.getRecordById(ORGID, "contacts", ContactID);

  10. // update ticket with contact's phone number
  11. updateTicket = zoho.desk.update(ORGID, "tickets", TicketID, {"phone": getContact.getJSON("phone")});

  13. // Get thread attachments
  14. getthreadattachment = zoho.desk.getRelatedRecordById(ORGID, "threads", "XXXXXXX", "tickets", TicketID).getJSON("attachments");
  15. attachss = List();

  17. if(getthreadattachment != null && getthreadattachment.size() > 0)
  18. {
  19.   for each attach in getthreadattachment
  20.   {
  21.     attachid = attach.get("id");
  22.     fileName = attach.get("name");

  24.     if(isText(attach))
  25.     {
  26.       attach = attach.toFile(fileName);
  27.     }
  28.     attach = attach.toFile(fileName);
  29.     attach.setParamName("file");
  30.     
  31.     param = Map();
  32.     param.put(fileName, attach);
  33.     
  34.     uploadattachments = invokeurl
  35.     [
  36.       url : ApiUrl + "/uploads"
  37.       type : POST
  38.       parameters: param
  39.       headers: { "Content-Type": "multipart/form-data" }
  40.       connection: "XXXX" // Masked connection type
  41.     ];
  42.     
  43.     newattachid = uploadattachments.get("id");
  44.     attachss.add(newattachid);
  45.     info attachss;
  46.   }
  47. }

  49. // Prepare to render email template
  50. templateId = "XXXXXXX"; // Masked template ID
  51. Render = invokeurl
  52. [
  53.   url : ApiUrl + "/templates/" + templateId + "/render?entityId=" + TicketID
  54.   type : POST
  55.   connection: "XXXX" // Masked connection type
  56. ];
  57. contentEmail = Render.getJSON("body");
  58. Mappy = Map();
  59. Mappy.put("to", "masked_email@example.com"); // Masked recipient email
  60. Mappy.put("content", contentEmail);
  61. Mappy.put("contentType", "html");
  62. Mappy.put("fromEmailAddress", "masked_sender@example.com"); // Masked sender email
  63. Mappy.put("channel", "EMAIL");
  64. Mappy.put("isForward", "false");
  65. Mappy.put("attachmentIds", attachss);// input the attachmentid

  67. sendResponsess = invokeurl
  68. [
  69.   url : ApiUrl + "/tickets/" + TicketID + "/sendReply"
  70.   type : POST
  71.   parameters: Mappy + ""
  72.   connection: "XXXX" // Masked connection type
  73. ];

  75. info sendResponsess;

Explanation:

  1. Fetching Ticket Details: The script retrieves ticket and contact information to update the ticket’s phone number.
  2. Uploading Attachments: It gathers any attachments from the ticket's threads and uploads them to the Zoho Desk system.
  3. Sending Emails: Finally, it prepares an email using a specified template and includes any uploaded attachments before sending.

Feel free to adapt this code for your own ticket handling processes in Zoho Desk! Just remember to replace the masked values with your actual data when implementing.


Happy coding!