Perform custom actions from the Ticket interface using Buttons

Perform custom actions from the Ticket interface using Buttons

Hello everyone,

We have introduced an option to add Buttons to the tickets, which will facilitate direct access to other applications, websites, allows execution of custom workflows, and more.

Accessibility and visibility of buttons

The buttons can be accessed only from the Ticket detail page. It can be added only to the Tickets module across layouts. Admins can set the visibility of the button on the layout by giving access only to the selected profiles. In addition, the buttons are department specific, which gives users flexibility to create one according to their business requirement.

Types of actions a button can perform

A button can open a URL or initiate an action through functions. Some examples where these actions can be used.

Opening a URL from the tickets

Referring to company plans and policies, coverage details, and track lender's details
Agents can refer to the company's term insurances, plans, benefits, and payout details while addressing a customer issue. The custom button can redirect them to the company's policy page for quick reference. If the issue is shared or transferred to another department for resolution, based on the custom button permission, the respective agent can verify the details before processing. This saves time and maintains data authenticity as agents refer the company's valid resource for information.

Finding the customer's exact location and share with the service agent
Customer's exact location can be spotted using the right coordinates in the navigation service URL. For example, the latitude and longitude can be fetched from the customer record and used to plot the location in MapQuest or similar apps. Using these fields as placeholders will save time in manual field update. Clicking View Location from the ticket will show the agents the exact location of the customer, helping them navigate easily. Additionally, based on the location, the service team can assign the ticket to an agent who is nearby, ensuring quicker service.

Initiating an action based on function

Create a project in Zoho Projects from ticket
Interior design and landscaping requests require the respective teams to evaluate customer requirements, plan and design, track and monitor milestones, and prepare budgets, which can be done in Projects. When such requests are sent to the support agents, they can quickly create a project in Zoho Projects from the ticket using a custom function. A custom button in the ticket titled Create Project can initiate this flow without manual intervention.
A custom function can be triggered when the agent clicks the Create Project button in Zoho Desk.
  • Fetch ticket details – Necessary fields such as customer name, request details, priority, and category.
  • Create a project in Zoho Projects – Use Zoho Projects API to create a new project with predefined templates.
  • Link the project to the ticket – Store the project reference in the Zoho Desk ticket custom field for tracking.

For more information on configuration details and use cases kindly refer to the help doc. This feature is available for all DCs, kindly give it a try and share your feedback.


Regards,
Anumita Gupta
Zoho Desk | User Ed


    • Sticky Posts

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
    • Using Agent Email Address as From Address

      Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about
    • Edit and Delete options in Comments

      A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
    • Webinar 2: Supercharged customer support for growing business

      Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

    Nederlandse Hulpbronnen


      • Recent Topics

      • Zoho Analytics + Facebook Ads: Performance Alerts for Active Campaigns

        Is it possible with integration of Zoho Analytics with Facebook Ads and set up alerts or notifications for active campaigns when performance drops? For example, triggering a notification if CTR goes below a defined threshold or if other key metrics (like
      • Multiple upload field CRM

        I desperately need the functionality to add more than one upload field to web to contacts form. How can I do this?
      • Sort by age

        It would be very helpful if there was a way to sort by age in the Age column. Please add this function if possible. Thanks!
      • Lookup Field Option Not Available in Customization

        Hello, I am trying to customize different modules (e.g., Work Orders, Systems, and others), but I am unable to find the Lookup field option in the layout customization. When I go to: Setup → Customization → Modules and Fields → Add Field The Lookup field
      • Scheduled sending of a poll and its results

        Is there a way to schedule sending a poll to all my users and have the results sent separately to the team?
      • Canvas View bug

        I would like to report a bug. When clone a canvas view from an existing canvas view, if the original canvas view have canvas button with client script. Then the new create canvas view will have canvas button, it is make sense. But when I try to delete
      • Zoho recruit's blueprint configuration is not functioning as mapped

        Current Status: Zoho Blueprint is not functioning as configured. Issue: We are moving a Candidate status in Zoho Recruit "for active file" but we encountered: "Status cannot be changed for records involved in Blueprint." This happens to various client
      • Integrating Zoho Suite and apps more with Linux

        I just got introduced with Zoho just couple of months ago, and I've already planned to contribute to it, even though it's not an open-source software. Still I have found it's potential to beat the tech giants and still being respective towards data privacy
      • How do I edit the Calendar Invite notifications for Interviews in Recruit?

        I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sent
      • Store Submitted Forms as PDF

        Hi there, Is there a method to store Form submissions as a PDF in workdrive for archival? I set the form to email the submission to the user and an internal inbox but I'd really love to store the final form as PDF in workdrive automatically. I can't seem
      • Important Update: Google Ads & YouTube Ads API Migration

        To maintain platform performance and align with Google's newest requirements, we are updating the Google Ads and YouTube Ads integrations by migrating from API v19 to the newer v22, before the official deprecation of v19 on February 11, 2026. Reference:
      • Separate Items & Services

        Hi, please separate items and services into different categories. Thank you
      • CRM->INVENTORY, sync products as composite items

        We have a product team working in the CRM, as it’s more convenient than using Books or Inventory—especially with features like Blueprints being available. Once a product reaches a certain stage, it needs to become visible in Inventory. To achieve this,
      • Add an option to disable ZIA suggestions

        Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflow
      • What's new in Zoho Sheet: Simplify data entry and collaboration

        Hello, Zoho Sheet community! Last year, our team was focused on research and development so we could deliver updates that enhance your spreadsheet experience. This year, we’re excited to deliver those enhancements—but we'll be rolling them out incrementally
      • Zoho Creator Developer Console | Improved Distribution and Lifecycle Management for apps

        Hello everyone, We're excited to introduce new enhancements now in the Zoho Creator Developer Console. These updates strengthen private app distribution through licensing controls and extend environment support across all installed apps, helping teams
      • [Webinar] Solving business challenges- Handling the challenge of transitioning to Zoho Writer from legacy tools

        Moving to Zoho Writer is a great way to consolidate your business tools and become more agile. With multiple accessibility modes, no-code automation, and extensive integration with business apps and content platforms, Zoho Writer helps solve your organization's
      • Feature Request - Gift Cards or Gift Voucher Capability in Zoho Commerce

        Hi Zoho Commerce team, I'm comming accross more and more retail businesses who sell gift cards. As there is currently no way to manage this in Zoho Commerce, it is a blocker to addoption. This is particularly popular in Europe and North America. I recently
      • Highlight a candidate who is "off limits"

        Hello: Is there a way to highlight a candidate who is "off limits"?  I would like to have the ability to make certain candidate and / or Client records highlighted in RED or something like that.   This would be used for example when we may have placed a candidate somewhere and we want everyone in our company to quickly and easily see that they are off limits.  The same would apply when we want to put a client or former client off limits so no one recruits out of there. How can this be done? Cheers,
      • Closing off tasks automatically based on project status

        Is there a way to close off all open tasks when a project is set as Cancelled?
      • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

        Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files
      • [Free webinar] Understanding connections and datasources in Zoho Creator - Creator Tech Connect

        Hello everyone, We’re excited to invite you to another edition of the Creator Tech Connect webinar. About Creator Tech Connect The Creator Tech Connect series is a free monthly webinar featuring in-depth technical sessions designed for developers, administrators,
      • Bridge the Gap Between your Service and Finance Teams

        In field service, the most expensive distance isn’t the drive to a customer’s home—it’s the gap between a finished job and a paid invoice. Zoho FSM leverages the power of Zoho Invoice to handle and manage billing operations. It enables you to: Instantly
      • Direct URL to "View Record"

        I would like to create a button (Deluge Script) to jump to the "view record" without passing by the record menu, but I can not aford to find the right url. I don't want the "view record" as a single page. I want the "view record" in the application like the picture below: Thanks in advance for your help
      • Live Chat for user

        Hi everyone, I’m new to Zoho Creator and wanted to ask if it’s possible to add a live chat option for all logged-in portal users so they can chat internally. I’m trying to create a customer portal similar to a service desk, but for vehicle breakdowns,
      • SalesIQ Chat Owner to CRM Lead Owner Mapping

        There is no proper mapping between the SalesIQ chat owner and the CRM lead owner. When a chat is assigned to an agent, the lead created in CRM is often assigned to a different user, forcing admins to manually change ownership every time. This creates
      • Product line search in quotes

        Is there a way to change the search setting when you add a product line to a quote. We have created a field in products called 'Part Number' and I would like when I'm adding a product line to the quote that I can search on that field. At the moment it only searches on product description. In products I can search on the 'Part Number' field Any help welcome.
      • 🚀 WorkDrive 6.0 (Phase 1): Empowering Teams with Content Intelligence, Automation, Accessibility, and Control

        Hello, everyone! WorkDrive continues to evolve from a robust file management solution into an intelligent, secure, and connected content collaboration platform for modern businesses. Our goal remains unchanged: to simplify teamwork, strengthen data security,
      • Storage Limits

        Hello, What is the storage limitations for each user on professional edition?  Thanks, Mekki
      • Zoho Recruit Community Meetup - London 🇬🇧

        Hello Recruiters! We’re excited to announce that the Zoho Recruit team is coming to the UK for an in-person Zoho User Group (ZUG) Meetup in London! This is your chance to connect with fellow Zoho users, learn from experts, and walk away with actionable
      • Power Pivot and Data Modeling functionality in Zoho Sheet

        When will MS Excel functionalities like Power Pivot and Data Modeling functionalities be available in Zoho Sheet?
      • Sender Email Configuration Error.

        Hello Team, Hope you are all doing well. We are in the process of creating the Zoho FSM environment in the UAE. When we try to add the sender email address “techsupportuae@stryker.com”, we receive the error message: “Error occurred while sending mail
      • Global Search placement in the new UI

        Having a hard time with the global search placement in the UI redesign. Surely I can't be the only one. Previously global search placement was perfect. A bar at the top/center of the page. Exactly where you would expect it to be. Since the new UI has
      • What's New - January 2026 | Zoho Backstage

        Welcome to 2026! If you thought last year was big, buckle up. We’re stepping into this year with a singular focus: unimaginable growth, elite scalability, and performance benchmarks that leave the old ways of event management in the rearview mirror. As
      • Cliq on your mobile phone

        Some of the employees in my company get their cliq on their mobile phones but it will not let them answer the call. The employee has to go to their laptop to access it. 
      • Bulk Delete Messages in Cliq

        Isn't it possible to bulk delete messages in Cliq? I have them delivered to me as notifications from another service but most of them need to be deleted as not of value. I get dozens of them per day, and deleting them is already difficult is the "Delete"
      • stock movement report by each transaction for each item

        Dear Sir we are using zoho inventory for foodstuff and we lack the transaction report which clearly shows movement of an item from Opening balance of the month to Goods received in, Supplier return out, Invoice out, Sales return In, Transfer out and Transfer
      • Select the task view on the board in the Zoho Connect iPhone app

        Hello. How do I select the task view on the board in the Zoho Connect iPhone app? The Android app has this functionality.
      • Unable to change Company Logo

        Hi Guys, I have an issue where I've uploaded a Company image in Gif format and the logo has now got a black background whereas the logo is supposed to be black not the background. I didn't think it would be an issue so I created a PNG version to upload
      • Metadata API Access to Functions

        I think it would be incredibly helpful to have api access to every function's code. Our team primarily uses deluge functions to update fields across modules according to business logic. I would like to create a visual dependancy model for our CRM, but
      • Next Page