Gallery and Customized Functions - Zoho Desk Knowledgebase

Gallery Functions

  • Create a task due in 3 days for every new ticket
  • Update new and modified accounts from Desk to CRM
  • Create CRM contacts for new tickets in Desk
  • Create CRM accounts for new tickets in Desk
  • Copy field values from one module to another
  • Submit ticket as a bug in Zoho Projects
  • Send auto-replies to tickets received outside of business hours
  • Reopen tickets for open tasks
  • Map contacts with accounts based on their email domain
  • Auto merge tickets with identical subject and contact
  • View contact information from the Pipl app
Info
These pre-built custom functions can be configured and associated with workflows with minimal Deluge script skills.
See Also Deluge Script - Reference Guide
Info Permission Required
Users with the Support Administrator permission profile can access this feature.
Check Feature Availability and Limits

Target audience

  • Help desk Administrators who will configure workflow automation rules
  • Programmers with REST API and Deluge Script skills
Custom functions can be deployed from the gallery in three simple steps:
  • Configure a gallery function to satisfy your business needs.
  • Associate the function to a workflow rule.
  • Test integration of the custom function.

Steps to configure a custom function
1. Click the Setup icon (  ) in the top bar.
2. Click Workflows under the Automation menu.



3. Click Custom Functions under the Workflows sub-menu.
4. In the Functions page, click Functions Gallery.
5. Select the function that suits your business need.



6. In the Clone page for the selected function, complete the following steps:
  1. Edit the name of the function if required.
  2. Add a description to the function (This step is not mandatory)
  3. Select the department & module to be associated.
  4. Under Argument Mapping section, map the argument with field name in Zoho Desk module.
  5. Click Save.
Now the gallery function is ready to be associated with a workflow rule.


Notes
The Deluge code will be pre-added based on the selected function, and you can modify it if needed.


Steps to associate custom function to a workflow rule

  1. Click the Setup icon (  ) in the top bar.
  2. Click Workflows under the Automation menu.
  3. In the Workflow Rules page, click Create Rule in the upper right area.
  4. In the New Workflow page, provide some basic information about the workflow and click Next.
  5. In the following pages, specify the action for execution and the workflow rule parameters.
  6. Under Actions, click the Add Function icon (  ) and then click Existing corresponding to Custom Functions.
  7. On the following page, select the custom function you want to associate and then click Save.
Notes
When you create a workflow for a specific module, you can associate only the gallery functions that are programmed for that module.

Steps to test the custom function integration

  1. You must add a record in Zoho Desk according to your workflow rule criteria.
  2. Check for the record received from Zoho Desk via the custom function in your application.
  3. Modify your custom function code in Zoho Desk, if the record wasn't received or there was a mismatch in your application.
  4. Continue this test until you obtain the required data from Zoho Desk to your Application.

Important notes

  • You can associate only one custom function per workflow rule.
  • A maximum of 10 support fields (arguments) can be transferred from Zoho Desk to third-party applications.
  • Custom functions can be used to retrieve data from your other Apps into Zoho Desk.
  • The API ticket must be updated regularly according to limits in third-party applications.
  • You would not receive any email notification if the custom function integration stopped working due to issues in a third-party API.
  • When a connection to the Zoho Deluge service couldn't be established, the system will re-attempt thrice before it stops sending notifications for that particular workflow. Errors, if any, can be viewed under the Failures section.
  • If you exceed the maximum count per day, the system will not send remaining custom function notifications to third-party applications and will notify the failure to Administrator.
  • While configuring the "send mail” (under Miscellaneous) deluge task, either the ‘from’ or the ‘to’ address must contain the help desk administrator's email address.
  • When you create a service-specific "integration task" (under Miscellaneous) for the first time, that respective user’s authentication details will be stored in that service.
 Related Topics     Custom Functions - Overview    |    Program a New Function