Automation#24: Auto-Update custom field from Accounts to Tickets

Automation#24: Auto-Update custom field from Accounts to Tickets



Hello Everyone!
Welcome back to the Community Learning Series! 

This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information, making the process time-consuming and inefficient.
To solve this, Zylker Techfix introduced a custom solution: a custom field that seamlessly syncs data between accounts and tickets. When a customer raises a ticket, the custom field in the ticket layout automatically fetches and updates values from the corresponding field in the account.
This integration has transformed their operations, enabling Zylker Techfix to map tickets to their respective accounts effortlessly. 
The result? Streamlined workflows and an improved customer service experience.
You can achieve better results in your ticketing operations, too! Here’s how to implement the custom function:

Prerequisites
1.1 Go to Setup (S) >> Customization >> Layouts and Fields. Select Tickets under Layouts and the required Department. Access the active layout and add a custom field of your choice.  
1.1.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then, click Save and Close. 
1.2  Go to Setup (S) >> Customization >> Layouts and Fields. Select Accounts under Layouts, and in the Department drop-down, select the default department. Access the active layout and add a custom field of the same type as you have added in Tickets layout (1.1) .  
1.2.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then click Save and Close.     
2. Create a connection
      2.1 Go to Setup(S) and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho OAuth under Default Connection.
      2.4 Set the connection name as deskconnection.
      2.5 Under Scope, choose the below scope values:
             Desk.contacts.READ
             Desk.tickets.UPDATE
      2.6 Click Create and Connect.
      2.7 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 Tickets 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 Create.  
8. Click Next.
 
9. Leave the Criteria section blank and click Next. (Add a criteria if you require it.) 

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 ticketId and select TicketId under the Tickets Section, from the Value drop-down list.
12.2 In the Argument Name field, type accountId and select Account Id under the Accounts Section, from the Value drop-down list.                      
13. In the script window, insert the Custom Function given below:
  1. // ----<<<< User Inputs >>>>----
  2. // -- Replace ".com" with appropriate domain extension based on customer's location/DC --- 
  3. deskURL = "https://desk.zoho.com";
  4. //place the corresponding API name of the custom fields from the Accounts and Tickets layout
  5. accountTicketsFieldApiNameMapping = {"ACCOUNT_FIELD_API_NAME":"TICKET_FIELD_API_NAME"};
  6. // ----<<<< Initial Configs >>>>----
  7. logs = Map();
  8. logs.insert("ticketId":ticketId);
  9. updateTicketCFPayload = Map();
  10. //---------------------------
  11. try 
  12. {

  13. // ---- start your logic from here ----
  14. if(accountId != null && !accountId.isEmpty())
  15. {
  16. primaryAccountDetail = invokeurl
  17. [
  18. url :deskURL + "/api/v1/accounts/" + accountId
  19. type :GET
  20. connection:"deskconnection"
  21. ];
  22. logs.insert("primaryAccountDetail":primaryAccountDetail);
  23. if(primaryAccountDetail != null && primaryAccountDetail != "" && primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
  24. {
  25. if(primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
  26. {
  27. accountsCF = primaryAccountDetail.get("cf");
  28. for each  customField in accountTicketsFieldApiNameMapping.keys()
  29. {
  30. if(accountsCF.containsKey(customField))
  31. {
  32. updateTicketCFPayload.put(accountTicketsFieldApiNameMapping.get(customField),accountsCF.get(customField));
  33. }
  34. }
  35. logs.insert("updateTicketCFPayload":updateTicketCFPayload);
  36. if(updateTicketCFPayload != null && !updateTicketCFPayload.isEmpty())
  37. {
  38. updateTicketPayload = {"cf":updateTicketCFPayload};
  39. updateTicket = invokeurl
  40. [
  41. url :deskURL + "/api/v1/tickets/" + ticketId
  42. type :PATCH
  43. parameters:updateTicketPayload + ""
  44. connection:"deskconnection"
  45. ];
  46. logs.insert("updateTicket":updateTicket);
  47. }
  48. }
  49. }
  50. }
  51. }
  52. catch (errorInfo)
  53. {
  54. logs.insert("errorInfo":errorInfo);
  55. }

  57. info "logs: \n" + logs;

  59. if(logs.containKey("errorInfo"))
  60. {
  61.     throws "Error happen in the CF execution";
  62. }
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 5, add the API name of the custom field created within the Account and Tickets layout in this pattern {"cf_account_field":"cf_ticket_field"}
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

If you’d like to automate the updating of more custom fields between Accounts and Tickets, feel free to reach out to us at support@zohodesk.com. 
We’d love to hear how this solution works for you. Share your experience with us—your feedback inspires us to keep improving. Happy ticketing!

Until next week,
Warm regards,
Lydia | Zoho Desk 

    • 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

      • how can we create in zoho crm a new contact when the looup does not find a similar existing one

        In forms/integrations/zoho crm / ne w record tab, contact name is to be mapped with my form contact name. When I go in biew edit/lookup configuration, I don t get the options (help dedicated page simply repeat the same info you get in the app) and does

      • Directory Websites

        Directories are a good website category to gain search engine traffic. Directories for a professional service category as an example can help their members in search results over their individual website. It would be nice to have a directory template

      • Manage Task on Mobile

        How do we manage our task on mobile devices? It seems that there should be a standalone mobile app to handle the new task features. The new features released in regards to Task management are great by the way! Now we need to bring that all together in

      • Set Default Payment Method & Default account

        Hi, I would like to know how to set the default payment method and default bank account when recording payments in zoho books. At present we have to change these fields everytime we record a payment, which leads to potential error and as we have a very

      • Customer Portal on Zoho Desk

        Hi, I'd like to know more about the items below I found when setting up the Customer Portal on Zoho Desk. Could someone help me explaining these in details? Especially the 2nd and 3rd point. Thanking you in advance! Permissions Customers can sign up for Customer Portal Customers can view tickets of their organization (contacts) Customers must register to access Customer Portal Display Community in Customer Self Service portal

      • Computer Showing Offline in Unattended Access

        I have a computer that was connected to the internet but showing offline in Assist. I tried uninstalling the program and deleting it from Zoho Assist the reinstalling and it still does not show up. I have been a user for several months and am not pleased with the lack of connectivity with Assist. If this continues I will have to find another product. The computer I reinstalled it on is not even showing up in Assist now. The name is NYRVLI-PC. Thanks

      • Zoho CRM Portal Error

        Hi, We’re experiencing an issue with the Zoho CRM Portal. When we try to access it, we receive an HTTPS connection error: net::ERR_CERT_COMMON_NAME_INVALID. If we proceed past that, we then get a 400 Bad Request error. Could you please help us resolve

      • Integrating Zoho CRM EmbeddedApp SDK with Next.js — Initialization and Data Fetching Issues

        You can get an idea from my code I have given in end: First, I worked on a React project and tried the same thing — it worked. My goal was to import the Zoho script and then load contacts using the Zoho Widget SDK, which was successful in React. Now,

      • monetizing the courses

        Can I add a price for course enrollment ?

      • Can we add zoho books features like invoices estemates etc on our zohocommerce website. When our customer login with their account they can able to see all books features in one place on zohocommerce?

        Can we add zoho books features like invoices estemates etc on our zohocommerce website. When our customer login with their account they can able to see all books features in one place on zohocommerce?

      • Copy paste from word document deletes random spaces

        Hello Dear Zoho Team, When copying from a word document into Notebook, often I face a problem of the program deleting random spaces between words, the document become terribly faulty, eventhough it is perfect in its original source document (and without

      • Taxes for EU B2B Transactions

        Currently, ZC doesn't seem to have a procedure for validating VAT numbers of businesses purchasing in another EU state, and removing local VAT is valid. This is essential for all inter EU B2B trade.

      • Unable to Receive Emails on Zoho Mail After Office 365 Coexistence Setup – Error: 553 Relaying Disallowed

        Hello, My domain name is bigniter.com, and I’ve been using Zoho Mail as my email service provider without any issues. Recently, I followed the steps outlined in the Zoho documentation to enable Coexistence with Office 365: 🔗 https://www.zoho.com/mail/help/adminconsole/coexistence-with-office365.html#multi-server

      • CRM Related list table in Zoho analytics

        In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

      • Candidate Registration/Invitation

        It would be great to include the 'invite' candidate functionality into some of the automation functions - ether through a custom function trigger or webhook or accessible through an email template.  Currently there is no way to add this functionality into any workflows or blueprint steps which, I find limits the ability to invite candidates to engage with us directly through our candidate portal. 

      • [Free Webinar] Learning Table Series - Creator for Infrastructure Management | A Partner-driven collaborative session

        Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,

      • Where we can change the icon in social preview

        Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

      • I have error AS101 when I try to add paypal@mydomain.com to Zoho

        Please help me with this. I tried to call the help line 4 times but don't get any response.

      • VAT on Multiple Expenses

        Firstly, might I say I am based in Ireland, and I'm not an accountant, and therefore my understanding of procedures could be somewhat limited. Scenario. An employee pays for items throughout a month, and therefore their claim for expenses includes multiple items - some of the items are VAT deductible (eg, an IT product) and some are not (eg, a client lunch). Discovery The odd thing in ZBooks, is that whilst it seems possible to add a VAT rate to a one-off item of expense, it is not possible to add

      • Problema Verificacion con proveedor NIC.AR

        No puedo realizar la verificación del correo, he seguido los pasos indicados y configurado los MX. Y no puedo verificar el correo. He leido en el foro que otros han tenido el mismo problema. Alguno pudo solucionarlo?

      • Agent assignment filter?

        Godo day, We are starting to play with FSM to see if it's going to work for our needs. Now so far we have found that it's very restrcitve in the field department you you have layout rules or can't even hide fields depending on the users roles. We can't

      • DKIM Now Mandatory - Changes to Zoho Forms Email Policies

        Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering

      • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

        so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

      • Kiosk Page Refresh

        We have a Kiosk running from a button in contacts to update values and also add related lists, which works great, but when the kiosk is finished the page does not refresh to show the changes. Is there a way to force the contact to refresh/update when

      • Tips & tricks: Make SalesIQ automations work for you

        Every day, thousands of visitors land on your website. Some browse, some buy, and some leave without a word. But, wouldn’t it be great if you could automatically know who’s interested, engage them at the right moment, and never miss a lead, and all this

      • Add Custom Reports To Dashboard or Home Tab

        Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

      • Digest Octobre - Un résumé de ce qui s'est passé le mois dernier sur Community

        Chers utilisateurs, Faisons le point sur les temps forts du mois d'octobre au sein de notre Community Zoho France. Partager des informations sensibles, comme des mots de passe, peut vite devenir compliqué et risqué. Les données circulent par email ou

      • How do I fully delete a user account

        Hi, I have two old accounts on my CRM which are inactive and show as 'Closed' in the list of users. BUT they are basically still there. How do I fully delete these accounts? They appear in some parts of CRM still such as the on the contact record emails

      • Automatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar

        Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho Calendar

      • Credit Management: #6 Tackling Common Mistakes in Credit Based Billing

        Businesses extend credit to build relationships, make buying easy, and drive more sales. But somewhere between extending and collecting, things begin to slip. A few late payments here and there, an overlooked invoice, and a backlog make cash flow feel

      • Tasks Statuses

        Hi, The task status "Completed" is a final status which closes the task. We need to have a status "Cancelled". However, when the status is set to "Cancelled", the task prompt still has a blue button to Close Task. When the customer clicks that and closes

      • Updating Blueprint stage from my Deluge function

        Hi all, I need to update the blueprint stage. Its almost working, but ONLY if the current Deal stage is 'Closed Lost'. On any of my custom stages that Ive specified in the pipeline it doesnt work! My code: dealmap = Map(); deal_stage = deal.get("Stage");

      • Canvas: is it possible to have a fixed header?

        Hello. Does Canvas provide the option to have a fixed header, similar to the standard view? It would also be interesting for other parts of the interface, like the header or sidebar of the tab section. Thanks!

      • Limited layout rules in a module

        There is a limit of 10 layout rules per module. Is there a way to get that functionality through different customization or workflow + custom function (easily accessible), etc. Having just 10 is limiting especially if module contains a lot of data. Are

      • dealing with post dated cheques

        Hi, can you help me please the best way to deal with this We sell an item of three months duration that is paid for with post dated cheques in monthly stages example - item is sold £3000 Cheque 1 is for £1000 due at time of sale (say Sept) cheque 2 is dated 25th of next month (Oct) cheque 3 is dated 25th of next month +1 (Nov) Now, with invoice number one it's simple - i send a standard invoice as usual But with the other two here's what i want zoho to do next month i want it to send an invoice on

      • Using Contains as a filter

        We are using Zoho Reports, ServiceDesk Plus analytics. I do not see how to create a report filter using Contains comparison of a string values, is one string contained in another. For example, Task Title contains the word Monitor. Is this possible in Zoho Reports?  This reporting feature is available in SDP reporting. Thanks in advance, Craig Rice

      • Mass import of documents into Zoho Writer

        I'm using Google's word processor at the moment but feel that Zoho does a better job (on the online apps market). Iwant to move my documents (about 50-70) to Zoho but it seems to me that I have to import them seperately. Is it already possible to upload several documents at a time or is this a forthcoming feature? Cheers Rolli :?:

      • Error 400 Booking

        Added a custom domain to Booking. Am Getting a SSL Error that has some other domain on the SSL and giving a 400 error. Followed instructions and it stated it verified our domain.. However it is not working. Please Help!

      • Set off Unearned Revenue

        Hi, I would like to get a clarification on the below. I have an opening balance of BD.725/- in my Unearned Revenue A/c which includes the overpayments of 6 clients. No One of my clients settled his invoices by paying the value of the invoice less the

      • How Zoho Desk contributes to the art of savings

        Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you

      • Next Page