Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots

Plug Sample #10 - Simplify Ticket Management (Zoho Desk) with Chatbots

Hi everyone! 

We're here with another simple yet effective plug for your chatbot to integrate with Zoho Desk. 

When a customer reports an issue/request during chat, it's logged as a ticket on Desk. When they return for updates, you end up searching through past tickets, reading conversations, and updating them manually. Imagine if your bot could automate this, retrieving ticket details and providing updates effortlessly.


Are you new to SalesIQ? Wondering what plugs and bots are?

SalesIQ offers chatbots to automate customer interactions. Using the Codeless bot builder, you can build chatbots by using cards in the bot-builder gallery. However, at times, businesses would require unique actions from the bot and for those instances, we have plugs. With plugs, you can create any specific action and bring it as a card inside the codeless bot builder, like the rest of the cards. 

In this post, we will learn how to create a plug and list the customer's recent support tickets from Zoho desk.

How does this Plug work?
  • The bot will get the email address of the visitor (Email card)
  • Next, the bot will search and get a list of tickets associated with the respective email from Desk (Plug 1). 
  • Then, this ticket list will be displayed to the visitor (Single choice card). 
  • When the visitor selects one of the displayed tickets, the bot will fetch the neccessary ticket details. (Plug 2)
  • And these details will be displayed to the visitor (Any response/input card).

Note:
  • There are two plugs involved in this process, one is to display the ticket list and another is to display the ticket details. 
  • In this post, we will look at the plug to display the ticket list. 
  • The plug sample to display the ticket details is already available, click here to know more. 

Plug output
 


How to build this Plug?

Step 1 - Create connection with Zoho Desk
  • On your SalesIQ dashboard, navigate to Settings > Developers > Plugs > click on Add.
  • Provide your plug a name, and description, select the Platform as SalesIQ Scripts, and finally, click on Connection to your left bottom. You will be redirected to the connection interface.
  • Click on Create connection at the top right corner. 
  • Under Default connection, select Zoho OAuth service

  • Provide your connection name, connection link name, and choose the scopes below.
    • Desk.search.READ
    • Desk.contacts.READ
    • Desk.tickets.READ

Note: The Connection Link Name will be used in the scripts to invoke URL tasks.
  • Click on Create And Connect to connect Zoho SalesIQ and Zoho Desk.

  • Upon successful authentication,  Zoho SalesIQ will be connected with Zoho Desk.

  • The connection is successfully established. 

Step 2 - Build the Plug

As we have created a connection between SalesIQ and Desk successfully, it's time to build the plug. The first step in building the plug is defining the parameters. 

Input Parameters
  • Name : email | Type : Email
Output Parameters
  • Name : ticketList | Type : Option List


Script to get the list of tickets
  • Copy the code below and paste it into your plug builder. Then, make the following changes. 
  • In line #8, get your Desk org ID (Settings > Developer Space > API > Scroll down to find the "OrgId").
  1. if(session.containsKey("email"))
  2. {
  3. email = session.get("email").get("value");
  4. }
  5. // Getting the contact ID from the email - https://desk.zoho.com/DeskAPIDocument#Search#Search_SearchContacts
  6. url = "https://desk.zoho.com/api/v1/contacts/search?email=" + email;
  7. header = Map();
  8. header.put("orgId","012345");
  9. //Change your org ID (Settings > Developer Space > API > Scroll down > "OrgId")
  10. getcontact = invokeurl
  11. [
  12. url :url
  13. type :GET
  14. headers:header
  15. connection:"zohodesk3"
  16. ];
  17. info getcontact;
  18. contact_id = getcontact.get("data").getJSON("id");
  19. info contact_id;
  20. url_ticket = "https://desk.zoho.com/api/v1/contacts/" + contact_id + "/tickets?sortBy=-createdTime&limit=3";
  21. // Get associate ticket of a contact - https://desk.zoho.com/DeskAPIDocument#Contacts#Contacts_ListContactsByIds
  22. get_tickets = invokeurl
  23. [
  24. url :url_ticket
  25. type :GET
  26. headers:header
  27. connection:"zohodesk3"
  28. ];
  29. info get_tickets;
  30. array = get_tickets.get("data");
  31. optionList = List();
  32. for each  entry in array
  33. {
  34. subject = entry.get("subject");
  35. status = entry.get("status");
  36. display_text = subject + " - (" + status + ")";
  37. ticketNumber = entry.get("ticketNumber");
  38. optionList.add({"id":ticketNumber,"text":display_text});
  39. }
  40. response = Map();
  41. response.put("ticketList",optionList);
  42. return response;
  • Then, click Save, preview the plug and Publish it. 
 
Step 3 - Adding the plug to the Codeless bot builder
  • Navigate to Settings > Bot > Add, provide the necessary information, and select Codeless Bot as the bot platform. You can also open an existing bot.
  • Click on Plugs under Action cards, select the plug you have created and provide the input values for the parameters defined in the plug builder.
  • Choose the %visitor.email% variable for the name.
  • Provide a variable name for the ticket list.

  • Use a single choice card, click on Save in bot context, give a variable name and select the context variable under dynamic suggestion

  • Then, use this plug to show the ticket details.


I hope this was helpful. Please feel free to comment if you have any questions. I'll be happy to help you. 



Best regards
Sasidar Thandapani

    Nederlandse Hulpbronnen


      • Recent Topics

      • Can send email from zoho mail, but can't receive any.

        Hi, My domain is sattvameditationresort.com. I've updated MX records with those of Zoho. But i can't send any mails to this email id from gmail. I have checked the MX status with MXTOOLS, its showing the correct entry either. The error is as shown below:
      • My domain did not activate

        Hi, my domain (apsaindustrial.com.ar) did not activate, and the phone verification message never arrived. Please would you solve this problem? Thanks.
      • Host not found?

        Howdy! So i'm trying to add my custom domain for with the mail server. I have 100% control of my DNS and have tried every single option (TXT, CNAME, and even HTML) multiple times, ensuring i did it properly, to no luck. I get the same error message every
      • Emails are going to notification folder and not in inbox

        emails are going to notification folder and not into inbox
      • Error AS101 when adding new email alias

        Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.
      • Report on opportunities showing only the last note added.

        Hi I need to create a report that shows the most recent note added to each opportunity. This is so management can see what the latest update is according to the assigned salesperson. One workaround is to use the status field but this implies added manual work and mistakes as the salesperson would have to copy the existing status to a note before adding the latest status... otherwise the activity history would be lost. My current workaround is a report on Notes with Opportunities as the related module.
      • Please add Zelle as an online payment option

        Hello, I would like to request Zelle be added to the online payment service providers for Zoho Invoice. Considering how ubiquitous Zelle has become as a way to pay people via the major banking institutions, I feel like many freelancers would benefit from
      • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

        Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you
      • Getting Project Template List using the REST API

        I am trying to confirm that I can use the REST API to create a project using a project template. The API documentation indicates this is possible by providing the Template ID, but it is not clear at all how to get a list of available Project Templates
      • How to display the CONTACT ID in the Contact page

        Hi, I've seen this conversation below and it is exactly the same question I'm raising now, but unfortunately the last message is not solved https://help.zoho.com/portal/community/topic/show-contact-id-while-editing-contact-form I need to show the ContactId and I don't know how to do this. The last message included in the conversaton shows the way but not it is not completed. "I am sorry by default we do not have the option to show the record ID for the contacts in the field in a record. When you
      • How to change margins in templates

        Hi, I'm new to Zoho Campaigns, and am trying to figure out how to adjust the margins within an email template.  The default margins make the text go all the way to the edges of the page.  Please advise.
      • Create Canvas list view templates from images powered by Zia

        Currently available for all paid editions of Zoho CRM in the US, EU, IN, JP & CN DCs. Designing a personalized CRM interface just got even easier. In today’s fast-evolving digital landscape, AI is transforming the way we work by automating complex tasks
      • Painfully Slow Zoho mail

        Since yesterday Zoho Mail seems to have starting functioning very slowly and having a few bugs. It's slow to open mails, slow to send, slow to change between email accounts. Sometimes clicking on a particular folder (eg Sent folder) stops working and
      • "Wrong password or login" Problem to configure Zoho on MAIL App on my Macbook

        Hi, I'm having problems to configure my e-mail on my MAIL App(Macbook pro). My e-mail is hari@trespontoum.net Actually was working perfectly, and still working on my Iphone. My MAIL App prompt me that my login or password is wrong. I tried to change 3
      • "User already exist in your org"

        Hello, I've just read a discussion about this issue, which didn't solve my problem. I'm trying to add the following emails: sales@kiss-my-boutique.co.uk returns@kiss-my-boutique.co.uk orders@kiss-my-boutique.co.uk I'm getting an error message each time I try and add them. None of them are primary or secondary emails and none of them have been created as users before. I know this as when I try and login and do 'forgot my password' all I get is an error message saying 'user invalid'. Please advise.
      • Operation Not Permitted

        Hi, I have problem in adding user after verifying the domain but it seems like error appeared which is "operation not permitted". For your information, I had delete other domain before did it.
      • Email forwarding setup fails

        I'm trying to set up email forwarding from my Zoho email to my gmail address. I followed the directions to set up email forwarding here: https://www.zoho.com/mail/help/email-forwarding.html. I did only steps 1-6. After doing this, rather than setting
      • Passing the CRM

        Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when
      • Shopify store email issues- Not getting emails

        Hi We have migrated from Microsoft outlook to Zoho back in March, we have a shopify store, the domain is hosted on namesilo, not shopify, I have seen some people here complaining about not getting emails from customers who fill out the contact form on
      • 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.
      • Invoice Discount Account

        Is there a way to change the account used for Discounts applied to an invoice? The current Discount account (ZB native account) type is an "Income" type. I would like to change it to "Other Income", but that is not possible, I am assuming because it contains
      • Need Inactive accounts to be visible in Reports in Zoho Books

        I N=need Inactive accounts to be visible in Reports in Zoho Books to do recons of the accounts but when i see the same they are not visible in the Accountant - Account Transactions report
      • API Support for Creating Invoices with Batch-Tracked Items

        Hi Zoho Community, I am working on an integration where we create invoices in ERPNext and push them to Zoho Books. I need to send batch-tracked items (batch numbers) when creating invoices. I could not find any reference in the Zoho Books API documentation.
      • javax.mail.authenticationfailedexception 535 authentication failed

        Hi, I am facing 535 authentication failed error when trying to send email from zoho desktop as well as in webmail. Can you suggest to fix this issue,. Regards, Rekha
      • Phantom Opening Balance

        While experimenting w/ creating a composite item, Zoho added funds to Petty Cash and added Bank Account equal to previous day's balance. I'm unable to undo the adding of funds. Attaching screenshots of both bank account and petty cash transactions.
      • Importing customer comments and multiple shipto addresses

        I am evaluating Zoho Books and have most of my data imported with two exceptions: (1) Import customer comments - in my current system I have several comments of different types, and I need to bring these into Zoho. Preferably Books customer records, but
      • Detailed Account Reports - Add Running Balance

        When one clicks into an account from a report (say P/L or Balance Sheet), the default reports have the Debit, Credit, and then the Amount. The Amount column (last one) is duplicate information. It would be far better and fit more peoples' use cases if
      • How to Billed from two different GST Numbers

        How to Billed from two different GST Numbers. Suppose ABC & Co had GST registration in Delhi and Haryana and Zoho account is created with Delhi GST Registration number. Now i also want to issue invoice from Haryana GST Registration number. How can i proceed ?
      • Payment system for donations management

        I manage an organization where we receive donations from payers. Hence, there is no need to first create invoices and then create payments received against the invoices. What are the recommended best practices to do this in ZohoBooks?
      • Zoho IP blocked by SpamHaus

        ERROR CODE :550 - 5.7.0 Your server IP address is in the SpamHaus SBL-XBL database, bye
      • IMAP Communication Problems - IMAP Down Again

        We are experiencing the same problems over the last week or so that were supposedly 'solved' according to this thread. Zoho Imap Down Again This is affecting attempts to use IMAP on multiple ISPs and users so is definitely narrowed down to Zoho problems.
      • Can't login to Zoho mail

        I'm logged into Zoho but when I try to go in zoho mail I get: Invalid request! The input passed is invalid or the URL is invoked without valid parameters. Please check your input and try again. I just set up my mx records and stuff with namecheap a few
      • Hotmail is STILL blocking the zoho mail IP

        Greetings, as I already mentioned in my last message, my Zoho IP has been blocked by Hotmail for more than 15 days. Although someone said that the issue was "solved," it still isn't, and this amount of time seems neither normal for a "serious" company,
      • Keyboard shortcut M key

        I'm trying to customize my keyboard shortcuts and assign the "m" key. But it says the key is already assigned. I've looked through all my shortcuts and can't see any assigned "m". When I select an email and press the M key, nothing happens. What is the
      • Manage customer access across multi-brand help centers

        Hello everyone! Managing customer's access across multiple brands has been streamlined with the ability to invite, reinvite, approve, reject, and deactivate contacts individually for each help center brand . This enhancement gives administrators precise
      • White Label certificate

        Hi all, About 72 hours ago, we fulfilled all steps for white labeling (CNAME to point to mail.cs.zohohost.eu), but since then the configuration page is now stuck at "generating certificate" since 3 days. When I execute an NSLOOKUP mail.webfoundry.be it
      • Unusual activity detected from this IP. Please try again after some time

        When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help
      • How to add a new domain in my account?

        Probably zoho has the worst UI in the market. Cannot add a new domain to manage a new email address.
      • Ability for admin to access or make changes in zoho form without asking for ownership

        Currently in zoho form only form owner can make the changes in the form and if someone else has to make changes then we have to transfer the ownership to them and even admin also cant access it . So i think admin must have the ability or option to access
      • Why does Zoho’s diff viewer highlight parts of unchanged lines?

        Hi everyone, I’ve noticed something odd in the Zoho editor’s diff view. When I delete a single line, the diff doesn’t just mark that line as removed. Instead, it highlights parts of the next line as if they changed, even though they are identical. Example:
      • Next Page