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

      • Advance PDF creation from CRM data

        I'm trying to create a PDF export of data in the CRM. My problem is I want a pretty complicated format for the data. I'm trying to export multiple modules worth of data, with nested one-to-many relationships between the modules. Along with that, I want

      • how to disable staff selection Zoho Booking integrated to SalesIQ?

        currently there is only one Consultant in my Zoho Bookings like this I integrate Zoho Bookings into Zoho SalesIQ to create a chatbot. Unfortunately, even though I only have one consultant for a consultation, the user have to pick the consultant. It will

      • How to change the text in WhatsApp Zobot integrated to Zoho Booking?

        I have integrated Zoho Bookings into Zoho SalesIQ, I want to change the text in WhatsApp when creating a booking in Zobot how to change those text?

      • Updating Subform Record from other Form

        Just wanted to ask how to properly approach this. I have 2 forms and would like to trigger an auto update on the subform once record submitted. block below only updates 1 row for each recordRow in input.AV_System { AssetRecord = Site_Asset_Services[SOR_No

      • when I email a invoice how can i see it was sent and also were i can go to see all emails sent

        when I email a invoice how can i see it was sent and also were i can go to see all emails sent?

      • Zoho Books - Hide Convert to Sales Order if it can't be used.

        Hi Books team, I noticed that it is not possible to convert a Quote to a Sales Order when a Quote is not yet marked as accepted. My idea is to not show the Convert to Sales Order button when it is not possible to use it, or show it in a grey inactive

      • How do I bulk archive my projects in ZOHO projects

        Hi, I want to archive 50 Projects in one go. Can you please help me out , How can I do this? Thanks kapil

      • Cross-Data Center Collaboration and / Or allowing users to choose DC

        Dear Zoho Cliq Support Team, We are writing to request a significant enhancement to Zoho Cliq that would greatly benefit our geographically dispersed development team. Current Challenge: Currently, Zoho Cliq automatically routes users to specific data

      • Zoho Flow - Update record in Trackvia

        Hello, I have a Flow that executes correctly but I only want it to execute once when a particular field on a record is updated in TrackVia. I have the trigger filters setup correctly and I want to add an "update record" action at the end of the flow to

      • 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

      • Send / Send & Close keyboard shortcuts

        Hello! My team is so close to using Zoho Desk with just the keyboard. Keyboard shortcuts really help us to be more efficient -- saving a second or two over thousands of tickets adds up quickly. It seems like the keyboard shortcuts in Desk are only for

      • Is it possible to register webhooks in Zoho CRM using API?

        Hello, I am trying to register a webhook in Zoho CRM programmatically (using the API). Specifically, I want to register a webhook that is fired when new Contacts are created in the CRM. I was able to setup a webhook using the UI, by creating a rule that

      • Calls where the local audio is shared, have echo

        When another user is sharing their screen with audio, I get echo from my own voice. We tested this with multiple users, with different audio setups, and there's no obvious way to fix it. Is this a bug you could look into, or are we missing something?

      • Systematic SPF alignment issues with Zoho subdomains

        Analysis Period: August 19 - September 1, 2025 PROBLEM SUMMARY Multiple Zoho services are causing systematic SPF authentication failures in DMARC reports from major email providers (Google, Microsoft, Zoho). While emails are successfully delivered due

      • No practical examples of how survey data is analyzed

        There are no examples of analysis with analytics of zoho survey data. Only survey meta data is analyzed, such as number of completes, not actual analysis of responses, such as the % in each gender, cross-tabulations of survey responses. One strange characteristic of Zoho analytics is that does not seem aware of how Zoho Survey codes 'multiple response' questions. These are questions where more than one option can be selected from a list. Zoho Survey stores this data as text, separated by commas within

      • Update application by uploading an updated DS file

        Is it possible? I have been working with AI on my desktop improving my application, and I have to keep copy pasting stuff... Would it be possible to import the DS file on top of an existing application to update the app accordingly?

      • Markdown support, code cells...

        Hi Zoho I'd like to vote for a feature that markdown is supported with: Headings Code highlighting Quoteblocks ... Furthermore a inline card(like inline sketch card) for special text like Code would be great. And just to add my vote as well for "Tags"!

      • Minimise chat when user navigates to new page

        When the user is in an active chat (chatbot) and is provide with an internal link, when they click the link to go to the internal page the chat opens again. This is not a good user experience. They have been sent the link to read what is on the page.

      • How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

        How do I fix this? Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked.

      • Reports: Custom Search Function Fields

        Hi Zoho, Hope you'll add this into your roadmap. Issue: For the past 2yrs our global team been complaining and was brought to our attention recently that it's a time consuming process looking/scrolling down. Use-case: This form is a service report with

      • Zoho Projects app update: Voice notes for Tasks and Bugs module

        Hello everyone! In the latest version(v3.9.37) of the Zoho Projects Android app update, we have introduced voice notes for the Tasks and Bugs module. The voice notes can be added as an attachment or can be transcribed into text. Recording and attaching

      • zurl URL shortener Not working in Zoho social

        zurl URL shortener Not working in while creating a post in Zoho social

      • In the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to sh

        Hi In the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to show alert. How We can achive in Zoho CRm Using custom

      • Power of Automation::Streamline log hours to work hours upon task completion.

        Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-

      • Zoho Bookings know-how: A hands-on workshop series

        Hello! We’re conducting a hands-on workshop series to help simplify appointment scheduling for your business with Zoho Bookings. We’ll be covering various functionalities and showing how you can leverage them for your business across five different sessions.

      • Custom report

        Hello Everyone I hope everything is fine. I've tried to To change the layout of the reports, especially the summary page report, and I want to divide summary of each section in the survey but I can't For example: I have a survey containing five different

      • Zoho Journey - ZOHO MARKETING AUTOMATION

        I’ve encountered an issue while working with a journey in Zoho Marketing Automation. After creating the journey, I wanted to edit the "Match Criteria" settings. Unfortunately: The criteria section appears to be locked and not editable. I’m also unable

      • Custom Fields in PDF outputs

        I created a couple of custom fields. e.g Country of Origin and HS Tariff Code. I need these to appear on a clone of a sales order PDF template but on on the standard PDF template. When I select "appear on PDFs' it appears on both but when I don't select

      • How to create a Service Agreement with Quarterly Estimate

        Hello, I'm not sure if this has been asked before so please don't get mad at me for asking. We're an NDIS provider in Australia so we need to draft a Service Agreement for our client. With the recent changes in the NDIS we're now required to also include

      • Change Currency symbol

        I would like to change the way our currency displays when printed on quotes, invoices and purchase orders. Currently, we have Australian Dollars AUD as our Home Currency. The only two symbol choices available for this currency are "AU $" or "AUD". I would

      • Python - code studio

        Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

      • Zoho Social - Post Footer Templates

        As a content creator I often want to include some information at the end of most posts. It would be great if there was an option to add pre-written footers, similar to the Hashtag Groups at the end of posts. For example, if there is an offer I'm running

      • Allow to pick color for project groups in Zoho Projects

        Hi Zoho Team, It would be really helpful if users could assign colors to project groups. This would make it easier to visually distinguish groups, improve navigation, and give a clearer overview when managing multiple projects. Thanks for considering

      • Zoho Books - Quotes to Sales Order Automation

        Hi Books team, In the Quote settings there is an option to convert a Quote to an Invoice upon acceptance, but there is not feature to convert a Quote to a Sales Order (see screenshot below) For users selling products through Zoho Inventory, the workflow

      • Can't find imported leads

        Hi There I have imported leads into the CRM via a .xls document, and the import is showing up as having been successful, however - when I try and locate the leads in the CRM system, I cannot find them.  1. There are no filters applied  2. They are not

      • Custom Button Disappearing in mobile view | Zoho CRM Canvas

        I'm working in Zoho CRM Canvas to create a custom view for our sales team. One of the features I'm adding is a custom button that opens the leads address in another tab. I've had no issue with this in the desktop view, but in the mobile view the button

      • The connected workflow is a great idea just needs Projects Integrations

        I just discovered the connected workflows in CRM and its a Great Idea i wish it was integrated with Zoho Projects I will explain our use case I am already trying to do something like connected workflow with zoho flow Our requirement was to Create a Task

      • Zoho Projects MCP Feedback

        I've started using the MCP connector with Zoho Projects, and the features that exist really do work quite well - I feel this is going to be a major update to the Zoho Ecosystem. In projects a major missing feature is the ability to manage, (especially

      • Function #10: Update item prices automatically based on the last transaction created

        In businesses, item prices are not always fixed and can fluctuate due to various factors. If you find yourself manually adjusting the item rates every time they change, we have the ideal time-saving solution for you. In today's post, we bring you custom

      • email template

        How do I create and save an email template

      • Next Page