Also Read Deluge Script - Reference Guide

Functions automate common business scenarios such as:

1. Create CRM Contacts for New Tickets in Support
   
2. Update New and Modified Contacts from Support to CRM
   
3. Update New and Modified Accounts from Support to CRM
   
4. Create CRM Accounts for New Tickets in Support
   
5. View Contact Information from Pipl App
   
6. Submit Ticket as a Bug in Zoho Projects
   
7. Reopen Tickets for Open Tasks
   
8. Create a Task Due in 3 Days for every New Ticket
   
9. Map Contacts with Accounts based on Email Domain
   
10. Auto Merge Tickets with identical Subject and Contact
    
11. Copy Field Values from one Module to another
    
12. Send Auto-replies to Tickets received outside of Business Hours
    

Availability

Permission Required
Users with the Support Administrator permission profile can create and configure functions.
Check Feature Availability and Limits

Custom functions can be deployed from the gallery in three simple steps:

1. Configure a gallery function to satisfy your business needs.
2. Associate the function to a workflow rule.
3. Test integration of the custom function.
   

Note:

Pre-written Deluge code is included and can be modified if required.

To create a custom function

1. Navigate to Setup ( ) > Automation > Workflows.
2. Click Custom Functions under the Workflows.
3. In the Functions page, click Functions Gallery.
4. Select the function that suits the business need.
5. In the Clone page for the selected function:
1. Update the function name.
2. Add a Description.
   
3. Select the Department and Module.
   
4. Map Arguments to fields.
5. Under Argument Mapping section, map the argument with field name in module.
6. Click Save.
   

Note:

Only functions built for that module can be used in the workflow. For example, function created for Tickets module can be used in Tickets workflow.

To associate custom function to a workflow rule

1. Navigate to Setup  ( ) > Automation > Workflows.
2. Click Create Rule.
   
3. Configure workflow criteria.
   
4. Click Add Function (  ), under Actions.
5. Select Existing Custom Function.
6. Choose the required function and click Save.

Testing custom function

Test the custom function to ensure it works as expected and transfers the required data accurately between Zoho Desk and the connected application.

1. Create a record that matches the workflow criteria
   
2. Verify if the function executes as expected
   
3. Check if data is passed correctly to the target system
   
4. Update the function if required and retest until you obtain the required data from Zoho Desk to your Application.
   

Points to remember

1. Only one custom function can be associated with a workflow rule.
   
2. A maximum of 10 fields (arguments) can be passed to third-party applications.
   
3. Custom functions can also be used to fetch data from external applications into Zoho Desk.
   
4. API usage must align with the limits set by the third-party application.
   
5. No email notification will be sent if the function fails due to third-party API issues.
   
6. If the connection to the Deluge service fails, the system retries up to three times before stopping execution for that workflow.
   
7. Failed executions can be tracked under the Failures section.
   
8. If the daily execution limit is exceeded, remaining executions will fail and the administrator will be notified.
   
9. While using the send mail task, either the sender or receiver must be the help desk administrator.
   
10. For service-specific integration tasks, authentication details are stored during the first configuration.