Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros

Automation#35 : Auto-Add Comments under the Owner's Name in Tickets via Macros


Hello Everyone,
This week's custom function provides simple steps to configure a Macro for adding comments to tickets with the name of the Comment owner.
When managing tickets, you can use the Comment feature to communicate internally with your team and keep everyone updated. If you select Comment(Private), the information will only be visible internally within your Zoho Desk. If you choose Comment(Public), the comment will be visible to your customers on the Help Center.

While automating comments using Macros, it can be challenging to track progress or identify the comment owner if no agent is attributed to the automated entry. This custom function ensures that the comment will appear under the name of the agent who applied it, rather than the person who configured the Macro.
 
Additionally, this Macro allows you to include a standardized comment to save time for frequently repeated updates.  
For example, Zylker Techfix collaborated across multiple departments and often required detailed customer information before transferring tickets between teams. They used comments to inform colleagues about the ticket status. To streamline this process, they automated a frequently used comment: "Awaiting additional information from the customer to proceed further." This clearly communicated to team members why a ticket was on hold. Additionally, this custom function allowed them to track which agent who applied the Macro.
To configure this within your Macros, please follow the steps below.

Create a connection

  1.1 Go to Setup(S) and choose Connections under Developer Space.
  1.2 Click Create Connection.
  1.3 Select Zoho OAuth under Default Connection.
  1.4 Set the connection name as deskconnection.
  1.5 Under Choose Scopes, choose the below scope values:
Desk.basic.READ
Desk.settings.READ
Desk.tickets.UPDATE
  1.6 Click Create and Connect.
  1.7 Click Connect.
  1.8 Choose the Desk's organization to connect with Deluge, and click Submit.
  1.9 Click Accept.
Connection is created successfully.

Configure Custom Function within the Workflow Rule

1. Go to Setup, choose Macros under Automation.
2. Under Macros, click Create Rule.
3. Check if the right department is selected
4. Under Basic Information, give a Rule Name and Description.
5. Under Availability, select All agents/Specific Agents based on your requirement. If you choose Specific Agents, select the agents for whom you want to make this Macro available. Click Next.
6. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
    6.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
    6.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
        6.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
 7. 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. commentContent = "<<Your_comment_content>>";
  5. // ----<<<< Initial Configs >>>>----
  6. logs = Map();
  7. ticketCommentParam = Map();
  8. loginUserEmail = zoho.loginuserid;
  9. logs.insert("ticketId": ticketId);
  10. logs.insert("loginUserEmail": loginUserEmail);
  11.  
  12. //---------------------------
  13. try {
  14.     // ---- start your logic from here ----
  15. agentDetailsResponse = invokeurl
  16. [
  17. url :deskURL + "/api/v1/agents/email/" + loginUserEmail
  18. type :GET
  19. connection:"deskconnection"
  20. ];
  21. logs.insert("agentDetailsResponse":agentDetailsResponse);
  22. if(agentDetailsResponse != null && agentDetailsResponse != "" && agentDetailsResponse.size() > 0 && agentDetailsResponse.containKey("id"))
  23. {
  24. agentId = agentDetailsResponse.get("id");
  25. ticketCommentParam.insert("commenterId":agentId);
  26. }
  27. // ---- Add comment in the ticket ----
  28. ticketCommentParam.insert("content":commentContent);
  29. ticketCommentParam.insert("isPublic":"false");
  30. ticketCommentParam.insert("contentType":"html");
  31. logs.insert("ticketCommentParam":ticketCommentParam);
  32. commentAddResponse = invokeurl
  33. [
  34. url :deskURL + "/api/v1/tickets/" + ticketId + "/comments"
  35. type :POST
  36. parameters:ticketCommentParam.toString()
  37. connection:"deskconnection"
  38. ];
  39. logs.insert("commentAddResponse":commentAddResponse);
  40. }
  41. catch(errorInfo) {
  42.     logs.insert("errorInfo": errorInfo);
  43. }
  44.  
  45. info "logs: \n" + logs;
  46.  
  47. if(logs.containKey("errorInfo"))
  48. {
  49.     throws "Error happen in the CF execution";
  50. } 
Notes
Note
a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.
b.In Line 4, enter the text which you would like to include as a ticket. 
8. Click Save to save the custom function.
9. Click Save again to save the Macros.


We hope this custom function helps streamline your team's communication and enhances your ticket management process. If you have any questions or need further assistance, feel free to reach out to us at support@zohodesk.com .
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

      • Switching to Cloudflare email routing from Zoho Mail

        Hello, I'm currently working on migrating from Zoho Mail to Cloudflare's email routing solution. This requires changing MX and TXT records for our custom domain - when we do this, will our users still be able to log into their accounts and access an archived

      • Un Subscription Button

        How can i Add the Un Subscription Button in Zoho mail

      • Documents unable view and need to downlad

        I can't view .doc files in Zoho mail unless I download them, but I can view PDF files without downloading.

      • we encountered a problem while sending your email. please try again later.

      • Adding and removing people from groups

        We're having problems adding people to a group. Apparently Zoho has one email address and will not recognize a different email address.

      • MAIL SEARCH IS NOT WORKING

        THIS ISSUE HAS BEEN BUGGING ME SINCE MORNING, PLEASE RESOLVE THIS AT THE EARLIEST

      • URL Parameter on Help Center SIgn in link

        Is it possible to add a url parameter to the sign in link on the Help Center?

      • migrating from HelpScout

        I am attempting to import a conversation file from helpscout into desk and am receiving size errors. What is the current file size restriction. Does anyone have any tips for a successful migration?

      • Layout Rules Don't Apply To Blueprints

        Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. Now

      • Article Name Sorting in Zoho Desk Knowledge Base (agent / admin side)

        Dear Zoho Desk Support, We are writing to request an enhancement to the Knowledge Base management feature within Zoho Desk. Currently, there is no option to sort articles by their name, which significantly hinders efficient article management, especially

      • How to parse JSON data with SQL in Zoho Analytics?

        Hi all, I have a column with JSON data. I want to show this column in a chart, but it is very messy, and no JSON parsing function is supported on Zoho Analytics. data example: {"id": 5, "status": "false", "date": "15/10/22"} what I want to do in SQL is

      • Ability to turn off "Would you like this amount to be reflected in the Payment field?" message

        Team, Is there any way to turn off the message" Would you like this amount to be reflected in the Payment field?" when I make a payment? This is so annoying. This happens EVERY TIME I put an amount in the Payment Made field.

      • Add an Equation Field (Or update the Formula Field)

        Hi, I would like to be able to have one field as a Text Field with QR Code, and then have multiple Equation/Formula Fields that then take parts of that fields data with LEFT, MID, RIGHT, REGEX, etc. Thanks Dan

      • How to parse column having JSON data using SQL?

        We have a daily sync from a PostgreSQL database that brings data into Zoho Analytics. Some of the columns store raw JSON data. We need to build SQL queries on top to parse data from JSON and store them in discrete columns. There is no option for "Data

      • Enable report button based on the current user role

        Greetings  i have a report that contains action buttons, i want these buttons to appear as enabled only when the current logged in user has a certain role, for example only CEO role users will be able to use this button. but when setting the conditions

      • 500 Internal Error In Mail API

        I'm getting 500 Internal Error when using mail API. I'm getting this error for this one account, it works fine for other Account IDs which I have in my system.

      • Piss poor service in Support in Domains and email

        Srijith Narayanan B contacted me today. Very pleasant fellow. Just didn't want to tell him how bad your support service is. You help the person, but you leave before we can finish the next stage. Which causes a lot of frustration. It's been 8 days now

      • Zoho live chat widget in React Js

        I am trying to test Zoho live chat widget code in react js, below is the sample code void(0)} onClick={()=>window.$zoho.salesiq.floatwindow.visible("show")}>LIVE CHAT window.$zoho = window.$zoho || {};window.$zoho.salesiq = window.$zoho.salesiq

      • Are there any plans to add Triggers for Subform edits?

        By The Grace of G-D.  Hi, How are you? Can you tell me if you have any plans to support subform edit as a workflow trigger? And what about have them trigger an "onChange" client script?

      • Zoho commerce

        i am facing issue with order summary emails.i am getting 1 continuous email for order received yesterday and today.ideally 1 email should be received for a particular date ie for 02/08 i should received 1 email from 12.01am till 11.59pm but it is being

      • Feature Request: Improve Category Page Sorting for "Out of Stock" Products

        Hi there, I'm writing to request a new feature that I believe would significantly improve the user experience in my online store. Currently, on category pages, products are sorted by popularity. However, when a popular product goes "Out of Stock," it

      • POSTMAN - There was an error in evaluating the Pre-request Script:Error: Cannot read properties of undefined (reading 'json')

        I am beginning the journey to learn how to use the API for Zoho Sign. I am getting the following error when I try to use postman. To walk you through how I am getting this error... I wanted to start with a simple GET and expand my learning from there.

      • How do i integrate shipstation with zoho inventory

        Wanting to set up my own delivery driver in ship station so we can get real time tracking of where the package is but then i want it to automatically update zoho inventory packages/shipments how can i do this

      • Invalid value passed for salesorder_id

        Hi, I am using sales return API, details are given below: API: https://inventory.zoho.com/api/v1/salesreturns?organization_id=700571811 Post Json Data: { "salesreturn_number": "", "date": "2020-11-12", "reason": "Testing from API", "line_items": [ { "item_id":

      • Create Invoice and Invoice Items from Sales Order via API

        Currently, when creating an Invoice associated with a Sales Order via the API, it appears that I must manually include all of the items (line_items) even though they are already part of the Sales Order. My question is this: is it possible to raise an Invoice via the API based on all of the information associated with a Sales Order--such as the  items? In other words, do I always have to manually include the items (line_items) when raising an Invoice via the API when the Invoice is associated with

      • Outlook 2013 Calendar Syncs but "Related To" Field in Zoho is blank

        Outlook 2013 Calendar Syncs but Related To Field in Zoho is blank I expect the "Realted To" field to be populated with the calendar participants

      • Export a Course

        Is it possible to export a course from Zoho Learn to a SCORM file?

      • Add and Remove Agents from Departments and Groups in Zoho One

        Hi Zoho Flow Team, We hope you're doing well. Currently, Zoho Flow provides an action to add an agent to a group in zoho one, but there is no action to remove an agent from a group or a department. Another action that we find missing is the option to

      • Zoho learn Custom portal - networkurl & CustomPortalId

        I want to get my individual account’s networkurl and customportalId to use in this API: https://learn.zoho.com/learn/api/v1/portal/<networkurl>/customportal/<customportalId>/manual How can I retrieve the networkurl and customportalId using the API? I

      • Consumer Financing

        Does Zoho currently have a payment gateway (such as Stripe, Square, etc) which offers financing for customers? So, let's say the estimate we give the customer is greater than what they can afford at the time, but we can sell the service now, letting them

      • Intégration de la gestion des Passkeys dans Zoho Vault

        Zoho Vault est depuis plus d’une décennie une solution fiable pour les entreprises : pour la gestion, le partage et le stockage des mots de passe. En 2018, nous avons fait un pas en avant en proposant la connexion unique (SSO). Nous sommes fiers de franchir

      • Scan & Fill with double quote key/value pairs

        Hi, An old Ticket moved to a Topic/Idea: I love the idea of the new Scan & Fill as it nearly covers my previous request for a QR Scanner to read a multi-part QR Code. My QR Codes are hard-coded as below: {"key1":"value1","key2":"value2","key3":"value3"}

      • Analytics SQL Queries should allow # as comment

        # and // are very common for commenting in SQL. Not sure why analytics only allows /* and */ for commenting. Especially when # grays the line as if it's being commented out. This should be added for sure.

      • SalesIQ Operator Activity Reports in Zoho Analytics

        I'm busy building a dashboard in Zoho Analytics and I want to include SalesIQ stats in the dashboard, but I'm unable to get the statistics mentioned in the attached image. Any idea where I can get the stats for Operator Activity?

      • Default in fields on Form B based on the user selection in Form A

        Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.

      • No longer can indent

        Hey there! Is it just me or were we used to be allowed to used tab or indent when writing. It’s not working right now, has this always been the case?

      • Upcoming Changes to the Timesheet Module

        The Timesheet module will undergo a significant change in the upcoming weeks. To start with, we will be renaming Timesheet module to Time Logs. This update will go live early next week. Significance of this change This change will facilitate our next

      • Free webinar alert! Seamless Transition with Lossless Migration: Zoho One + Zoho Mail

        Hello Zoho Mail Community! 🚀 Attention IT Admins and Email Administrators! Are you planning to migrate your organization's email to Zoho Mail within the Zoho One ecosystem? 📧 Join our exclusive webinar, Seamless Transition with Lossless Migration: Zoho

      • Add Resource to Export

        The Export Data feature does not include a column for the Resource field. Without this column, Zoho Bookings cannot be used by any business for resource-based services or event types e.g. room bookings, equipment bookings. It seems to be an oversight,

      • Client Script | Update - Client Script Support For Custom Buttons

        Hello everyone! We are excited to announce one of the most requested features - Client Script support for Custom Buttons. This enhancement lets you run custom logic on button actions, giving you greater flexibility and control over your user interactions.

      • Next Page