Plug Sample: Fetch ticket status from Zoho Desk on Codeless bot builder | Zoho SalesIQ

Hi everyone, Good to see you.

Are you using the Codeless bot platform for building your bot? Did you know that plugs are exclusively made for performing customized actions on Codeless bot?

Here is a simple plug for fetching the status of the ticket from Zoho Desk. This plug can get the ticket number from the visitor and update them with the status of their ticket. You can do slight customization to the script and use it. Let's know how to create and use this plug in real time.

How to Create this Plugs?

In your SalesIQ Dashboard, navigate to Settings>Developers>Plugs> Click on Add .
Provide your Plug a name, description, select the Platform as SalesIQ Scripts , and click on Create Plug .
Click on Parameters, provide the following.

Input Parameters :

Name: ticketnumber | Data Type: String

Output Parameters :

Name: priority | Data Type: String
Name: subject | Data Type: String
Name: description | Data Type: String
Name: days | Data Type: String
Name: CreatedTime | Data Type: String

Copy, paste the below code and change your Zoho Desk Organisation ID and Connection name.

Create a Connection with Zoho Desk with the below scopes and use the connection name in the code.

Scope for this Plug code:

Desk.tickets.ALL
Desk.search.READ

//Change your Zoho Desk organization ID
orgId = "1234";
//Get ticket number from the parameters
if(session.containsKey("ticketnumber"))
{
ticket_number = session.get("ticketnumber").get("value");
}
searchQuery = Map();
searchQuery.put("ticketNumber",ticket_number);
//zohodesk - Connection name
get_ticket = zoho.desk.searchRecords(orgId,"tickets",searchQuery,0,1,"zohodesk");
info get_ticket;
//get ticket details from "get_ticket"
modified_time = get_ticket.get("data").getJSON("modifiedTime").toDate();
created_time = get_ticket.get("data").getJSON("createdTime").toDate();
ticket_number = get_ticket.get("data").getJSON("ticketNumber");
priority = get_ticket.get("data").getJSON("priority");
status = get_ticket.get("data").getJSON("statusType");
raw_description = get_ticket.get("data").getJSON("description");
raw_subject = get_ticket.get("data").getJSON("subject");
subject = raw_subject + "- (" + status + ")";
description = raw_description.replaceAll("<[^>]*>","");
description = description.replaceAll(" "," ");
time_now = today;
numberOfDays = daysBetween(modified_time,time_now);
if(numberOfDays == 0)
{
time_interval = "Today";
}
else if(numberOfDays == 1)
{
time_interval = "1 day ago";
}
else
{
time_interval = numberOfDays.toString() + " days ago";
}
info time_interval;
info description;
info priority;
info created_time;
response = Map();
response.put("CreatedTime",created_time);
response.put("days",time_interval);
response.put("description",description);
response.put("priority",priority);
response.put("subject",subject);
return response;

Then, click Save, preview the plug and Publish it.

How to add Plugs in Codeless bot?

Navigate to Settings>Bot>Add and give the necessary informations and select Codeless Bot as bot platform or open an existing bot.
Select the Plugs card under Action Cards and select the required Plug (Only published plugs will be listed here)
Provide the Plug inputs (values to be obtained from the visitors) and outputs (value to be given for the visitors).

In the plug input, the ticket_number is the bot context variable that stores ticket number obtained from the visitors fields card.

Note:

Create a visitors fields to get ticket number from the visitor and save the values in context variable for plugs input.

Similarly create a context variable to store the ticket details and use them to display the status and other details to the visitors using Send message card.

Related Links:

Plugs help guide .
Codeless bot help guide .
Plug to create a lead in Zoho CRM .

To know more about the features of zobot, kindly visit our Resources Section .

Zoho Desk Resources

Desk Community Learning Series
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Resources
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Desk Marketplace
MVP Corner
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