Automation#19:Auto-Close Tickets Upon Task Completion

Automation#19:Auto-Close Tickets Upon Task Completion



Hello Everyone!
We’re excited to bring you another custom function this week. In this edition, we’ll show you how to automatically close tickets when all associated tasks are marked as completed.

Let’s see how ZylkaPure, a leading water filter company, benefits from this functionality. ZylkaPure specializes in installing and servicing water filters for homes and offices. When a customer books a service, a ticket is created, and the specific tasks required for the service are added to it. As service engineers carry out the necessary work, they update the status of each task. Once all tasks are marked as completed, the system automatically closes the ticket, ensuring a streamlined process and reducing manual follow-ups.

Implementing this custom function in your portal can automate ticket closure and simplify your workflow. Follow these steps to set up the automation in your system.

Prerequisites
1. Create a connection
      1.1 Go to Setup and choose Connections under Developer Space.
      1.2 Click Create Connection.
      1.3 Select Zoho Desk under Default Services.
      1.4 Give the connection name as closeticketbytask.
      1.5 Under Scope, choose the below scope values:
            Desk.activities.READ
            Desk.activities.tasks.READ
            Desk.tickets.UPDATE
      1.6 Click Create and Connect.
      1.7 Click Connect and click Accept.
Connection is created successfully.


Create a Workflow Rule
1. Go to Setup, choose Workflows under Automation.
2. Under Workflows, click Rules >> Create Rule.
 
In the Basic Information section,
3. Select Tasks from the drop-down menu under Module.
4. Enter a Rule Name and Description for the rule.
5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.
6. Click Next.
 
In the Execute on section, follow these steps:
7. Select Field Update and select the field Status to execute this rule every time the task status is updated.  
8. Click Next.
 
In the Criteria section
9. Specify the criteria as Status is Completed, AND Completed Time is not empty.

10. In the Actions section, click the + icon and select New next to Custom Functions.
11. Enter a Name and Description for the custom function.        
12. Under Argument Mapping, give a desired Method Name. Map the arguments as below: 
 12.1 In the Argument Name field, type taskId and from the Value drop-down list, select Task Id under Task Section.
 12.2 In the Argument Name field, type associatedTicketId, and from the Value drop-down list, select Ticket Id under Tasks Section.                                                    
13. In the script window, insert the Custom Function given below:
  1. // ----<<<< User Inputs >>>>----
  2. // --- Replace ".com" with appropriate domain based on your DC
  3. deskURL = "https://desk.zoho.in";
  4. // --- Enter a status name to indicate the 'completed' status of a task ---
  5. taskCompletedStatusName = "Completed";
  6. taskCanceledStatusName = "Canceled";
  7. // --- Enter the name of the custom status to be updated in the Ticket after the completion of all the associated Tasks ---
  8. statusNameToUpdateInTicket = "Closed";
  9. // ----<<<< Initial Configs >>>>----
  10. logs = Map();
  11. logs.insert("taskId":taskId,"associatedTicketId":associatedTicketId);
  12. tasksListToProcess = List();
  13. shallUpdateTicketStatus = false;
  14. //---------------------------
  15. try
  16. {
  17.  // ---- Check to find the Task and Ticket association ----
  18. isTicketAssociatedWithThisTask = !isNull(associatedTicketId) && !isEmpty(associatedTicketId);
  19.  if(isTicketAssociatedWithThisTask)
  20.  {
  21.   // --- Get the list of all tasks associated with this ticket ---
  22.   getTasksListApiParam = Map();
  23. getTasksListApiParam.insert("from":0,"limit":100,"isSpam":false,"sortBy":"createdTime");
  24.   logs.insert("getTasksListApiParam":getTasksListApiParam);
  25.   getTasksListApiResponse = invokeurl
  26.   [
  27.   url :deskURL + "/api/v1/tickets/" + associatedTicketId + "/tasks"
  28.   type :GET
  29.   parameters:getTasksListApiParam
  30.   headers:{"Content-Type":"application/json"}
  31.   connection:"closeticketbytask"
  32.   ];
  33.   logs.insert("getTasksListApiResponse":getTasksListApiResponse);
  34.   isValidToProcess_getTasksListApiResponse = !isNull(getTasksListApiResponse) && !isEmpty(getTasksListApiResponse) && getTasksListApiResponse.size() > 0 && getTasksListApiResponse.containsKey("data");
  35. logs.insert("isValidToProcess_getTasksListApiResponse":isValidToProcess_getTasksListApiResponse);
  36.   if(isValidToProcess_getTasksListApiResponse)
  37.   {
  38.   tasksListToProcess = getTasksListApiResponse.get("data");
  39.   }
  40.  }
  41. logs.insert("isTicketAssociatedWithThisTask":isTicketAssociatedWithThisTask,"tasksListToProcess_size":tasksListToProcess.size());
  42.  if(tasksListToProcess.size() > 0)
  43.  {
  44.   // --- Check to ensure that all tasks are completed or not ---
  45.   for each  currentTaskDetail in tasksListToProcess
  46.   {
  47.   currentTaskStatusName = currentTaskDetail.get("status");
  48.   currentTaskCompletedTime = currentTaskDetail.get("completedTime");
  49. if((currentTaskStatusName == taskCompletedStatusName || currentTaskStatusName == taskCanceledStatusName) && !isNull(currentTaskCompletedTime))
  50.   {
  51.   shallUpdateTicketStatus = true;
  52.   }
  53.   else
  54.   {
  55.   logs.insert("notCompletedTaskId":currentTaskDetail.get("id"));
  56.   shallUpdateTicketStatus = false;
  57.   break;
  58.   }
  59.   }
  60.  }
  61.  logs.insert("shallUpdateTicketStatus":shallUpdateTicketStatus);
  62.  if(shallUpdateTicketStatus)
  63.  {
  64.   // --- Update status field to the associated ticket ---
  65.   ticketUpdateApiParam = Map();
  66.   ticketUpdateApiParam.insert("status":statusNameToUpdateInTicket);
  67.   logs.insert("ticketUpdateApiParam":ticketUpdateApiParam);
  68.   ticketUpdateApiResponse = invokeurl
  69.   [
  70.   url :deskURL + "/api/v1/tickets/" + associatedTicketId
  71.   type :PATCH
  72.   parameters:ticketUpdateApiParam.toString()
  73.   headers:{"Content-Type":"application/json"}
  74.   connection:"closeticketbytask"
  75.   ];
  76.   logs.insert("ticketUpdateApiResponse":ticketUpdateApiResponse);
  77.  }
  78. }
  79. catch (errorInfo)
  80. {
  81.  logs.insert("errorInfo":errorInfo);
  82. }
  83. info "logs: \n" + logs;
  84. if(logs.containKey("errorInfo"))
  85. {
  86.  ths "Error happen in the CF execution";
  87. }
NOTE
a. In Line 3, Replace ".com" with appropriate domain extension based on your Data Center.

In case you have a custom name for the task status or ticket status, you can make suitable changes in the following lines:
b. Line 7 ==> Enter a status name to indicate the 'completed' status of a task
c. Line 9 ==> Enter the name of the status you want to be updated in the Ticket after the completion of all the associated Tasks
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

We trust this solution will streamline your workflow! Stay tuned for more fresh insights and tips to help you make the most of Zoho Desk and optimize your experience.



    • Sticky Posts

    • Register for Zoho Desk Beta Community

      With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

    • Share your Zoho Desk story with us!

      Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

    • Tip #1: Learn to pick the right channels

      Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

    • Welcome to Zoho Desk Community - Say hello here!

      Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

    • Webinar 1: Blueprint for Customer Service

      With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

    Nederlandse Hulpbronnen


      • Recent Topics

      • Paging through API results. a major gap in your documentation.

        There is no way for me. to get all of my data through a single API call. Typically REST APis have mechanisms for paging through API results. But the documentation for the API I am using: https://desk.zoho.com/DeskAPIDocument#Introduction Has no mention

      • Recurring invoices were generated with old template...

        I have recurring invoices setup. Ones generated on 10.20.2025 used the modified template I had used. But for some reason, on the ones created on 11/20/2025, it seems the invoices created reverted to the previous version of the invoice template. Notably,

      • Tip #54- Exploring the Files Icon in Zoho Assist- 'Insider Insights'

        As we’re already in mid-December, it’s a good time to take a closer look at one of the most useful options in the Zoho Assist remote support dashboard—the Files icon. To get started, log in to Zoho Assist using your credentials. Once you’re in, navigate

      • Tip#47: Estimation planner

        Sprint planning becomes easier, smoother, more collaborative and more accurate with the Estimation Planner extension. Most work items involve multiple users, and each user's role and effort vary. To provide an unbiased and fair estimation point to the

      • Time Tracking on Iphone doesn't stop

        When I start a time tracking session the timer starts as expected. However when I hit stop, the timer remains on that project. The only buttons available are discard and start. Start runs the timer more and discard says it will throw away the data from

      • Zoho Sign - Zoho CRM extension upgrade

        Hi everyone, We've updated Zoho Sign extension for Zoho CRM with significant internal changes. Impact on existing Zoho Sign extension users Users using the extension without customization If you are using the integration without implementing Zoho Sign's

      • Group by Owner/ Owner Kanban /Group by Custom Field

        Hi, We are missing the option of viewing Tasks grouped by their owner, as it is an essential function for us to manage our employees' working tasks. We find it hard to inspect what are the tasks that our employees are working on.  We are seeking an option

      • Flow using way too many tasks

        I built a flow that is using way too many tasks for what it is doing. I reached out to support a week ago but never heard back so hoping the community can help. Does a filter count as a task? I am seeing tons of records filtered with < 1 Sec Time Taken

      • Regarding the integration of Apollo.io with Zoho crm.

        I have been seeing for the last 3 months that your Apollo.io beta version is available in Zoho Flow, and this application has not gone live yet. We requested this 2 months ago, but you guys said that 'we are working on it,' and when we search on Google

      • Start Workflow from Deluge Script

        I have developed a customized process from our CRM that leverages a deluge script to create a statement of work document. Once the document has been created via the merge and store function, I would like the ability to start a workdrive review & approve

      • Saved Sections?

        In sites editor, the + button reveals options to add a section, element, etc. It includes Saved Sections, but I can find no way to save a section I've already created. Otherwise, is there a way to copy a section from one page to another?

      • Marketer's Space: Unable to select a sender address? Here's the fix

        Hello Marketers, Welcome back to yet another post! So you've added a sender address in Zoho Campaigns and later found that you're not able to select it while creating an email campaign. Has this ever happened to you? If so, don't worry—you're not alone.

      • Loading Project Balances in ZOHO Books for each project

        Hello, What is the best method for loading project balances actual and budget into ZOHO books to provide tracking to our project managers. We have projects and federal awards (also treated as projects) which span multiple years. We are converting from

      • Scale up your writing style with content analysis tool in Knowledge Base

        Hello everyone, Sometimes writers may have strong knowledge about the subject but may find it challenging to articulate clearly or produce comprehensible, jargon free content. To make the process easier and to ensure consistent, high-quality articles,

      • Zoho Books "Update" Trigger for Zapier?

        Hi Zoho Team, I've been in talks with Zapier about using their services to connect my Zoho Books account to various apps, but I require an additional trigger beyond the "New" trigger. I require an "Update" trigger, which will allow me to filter and create Zaps only when certain conditions are fulfilled on the Zoho Books end before I automate a separate app. Specifically this will help me create invoices in QuickBooks Online only when payments are recorded in Zoho Books, rather than when a new invoice

      • How to prevent editing of closed tickets in Zoho Desk?

        I would like to confirm whether it is possible to completely prevent agents from editing tickets once their status is set to Closed. Is there any configuration, permission, or best practice in Zoho Desk to ensure that closed tickets remain read-only and

      • Zoho Desk Limitations

        Good day, all, I would like to know whether others share my frustration with some of Zoho's limitations. Don't get me wrong, I like Desk (and I also have a subscription for Analytics), I have been with them for close to 10 years, and unfortunately, I

      • New Mandatory One-Click Unsubscribe Link Overshadowing Custom Unsubscribe Link

        I was recently informed by Zoho CRM Support that they are now mandated by the large email service providers like Google and Yahoo to provide a one-click unsubscribe option in the header (not the body) of all mass emails. I have a custom unsubscribe link

      • how to undoreconciled transaction

        how to undo reconciled transaction

      • Exciting Updates to the Kiosk Studio Feature in Zoho CRM!

        Hello Everyone, We are here again with a series of new enhancements to Kiosk Studio, designed to elevate your experience and bring even greater efficiency to your business processes. These updates build upon our ongoing commitment to making Kiosk a powerful

      • Change eMail Template for Event-Invitations

        Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you for your answer. Regards, Juerg

      • Service Title in Service Report Template Builder

        I am currently working on the Service Report Template Builder in Zoho FSM. I have created three separate service report templates for different workflows: Preventive Maintenance Report Requested Service Report Installation Report My issue is that I cannot

      • Zoho Sign for Zoho Projects

        Documents authorization and validation with signature is now easier in project management with Zoho Projects' Zoho Sign extension. Sign documents or send them for signatures directly from tasks and issues using Zoho Sign extension in Zoho Projects. Extension

      • Deluge Learning Series – Best Practices in Deluge | December 2025

        We’re excited to bring you the next session of the Deluge Learning Series, focused entirely on writing cleaner, faster, and more reliable Deluge code. In this edition, we’ll dive deep into the essential best practices every Deluge developer should follow

      • Associate a Contact to a Campaign using deluge?

        If I want to add one record to another related list, which zoho function do I use? zoho.updateRelatedRecord is not it I don't think.  I simply want to take a "Contact" and associate it to a "Campaign" using deluge.  Can anyone help? contactId = 5122008000000796037;

      • Add "Groups" above "Users" in the Zoho Forms Left Menu

        Hi, We have Groups but you have to go to a Form and Share or use the Directory App to manage them, please add "Groups" above "Users" in the Zoho Forms Left Menu so you can manage them in 1 place within Zoho Forms too. Thanks Dan

      • Zoho Books | Product updates | October 2025

        Hello users, We’ve rolled out new features and enhancements in Zoho Books. From iOS 26 updates to viewing reports as charts, explore the updates designed to enhance your bookkeeping experience. Zoho Books Updates for Apple Devices At WWDC 2025, Apple

      • Adding Taxes to paid consultations in Zoho Bookings

        I created a 'paid' consultation under Zoho Booking and integrated it with payment gateways for online/instant payment before a booking is done. How can I add 'taxes' to the price of consultation? I can add taxes to other Zoho apps (liks Books, Checkout,

      • Zoho CRM Reports Module on Mobil App

        I have the mobile app and the reports module doesn't appear in the sidebar for some reason. I saw a Youtube video where the user had the Reports module on mobile. Is there a setting to show it on mobile? Thanks.

      • Inquiry on Help Centre Tab Customisation

        Hi Zoho team, I’m wondering if it’s possible to further customise the Help Center tabs, specifically the descriptions under Knowledge Base, Community, and Tickets. While the current setup allows customising tab names, being able to tailor the descriptions

      • Passing a form object to a function

        Suppose I have a sort_order field in multiple tables and I want to increment it by +1 onCreate of a new record. Is there a way to pass the form object as an argument into the function to keep things DRY? The following function from Zia works, but I'd

      • Can you copy and paste a page within a form?

        I have been looking at trying to copy/duplicate a whole page within a form. I can't see how I can do this without having to add all the data in again. This is very time consuming. Any help would be great.

      • Unable to sort as Descending order

        Trying to change the sort order for a lookup field (checkboxes) from Ascending to Descending and keep getting an error in Deluge that the order must be Ascending Did anyone ran into this? Thanks Eyal

      • How do I copy an email message to one or more other folders?

        I can move a message to another folder using the "move to" option but I can't figure out how to copy a message. 

      • New feature request: Allow copy of email message to another folder

        Hello Zoho team, This is a suggested new feature to allow copy an email message to either another folder or the same folder. Within the same Zoho account. This is not a support request about "label". This is a suggested new feature to allow copies of

      • Hotmail is blocking the zoho mail IP

        Greetings, Since last Tuesday (5 days ago today) I wrote to Zoho support and I still haven't received a single response (Ticket ID: 2056917). Is this how you treat people who pay for your email service? I am making this public so that those who want to

      • Creator Simplified #11: Create a custom button to download files

        Hey there! This time, let's see how to create custom buttons to download the files uploaded in the file upload field. Sample use-case A training app has a module that provides the materials for all the available courses. Students can click on the corresponding

      • Hide horizontal lines at bottom of form

        Hi I have a page with 3 forms embedded in html snippets. On each of the forms I can hide the submit button easily but I am left with the horizontal lines that bound that section and I cannot figure out to remove them (see below for the two sets of horizontal

      • Autosaving of Form Field

        HI can anyone suggest a way of autosaving or simulating an autosave function for a specific field in a form. The story is as follows. I have a bunch of technicians who write notes on how they do a repair. Sometimes they write for a couple of hours the troubleshooting process. If they click incorrectly, press ESC, Cancel or the browser crashes the information is lost which can be heartbreaking so my guys use notepad and then copy the information in. The only way around this is to click submit on the

      • Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long

        Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-End

      • Next Page