Automation #16: Automate Ticket Reopening on Scheduled Timestamp

Automation #16: Automate Ticket Reopening on Scheduled Timestamp



Hello Everyone!

This edition uncovers the option to schedule reopening a ticket automatically.

Zylker Finance tracks insurance policyholder activities through Zoho Desk. For policyholders who pay monthly premiums, tickets are closed upon payment completion. To efficiently follow up with its customers every month, Zylker Finance automatically reopens existing tickets on a specific date rather than creating new ones. This helps insurance agents ensure they do not miss any customer interactions.

Zylker Finance automates this process using a custom function in Schedules to ensure efficient tracking and operations management. Let's delve into the setup to understand the configurations.

Prerequisites
​
1. Create a custom date field in the Ticket layout.
Navigate to Setup >> Customization >> Layouts and Fields >> Choose the preferred department and select the layout to add a custom date field. Assign a Preferred Name to the Date Field.



Click on the gear icon of the custom date field and note the API name.





2. Fetch Department ID
To fetch department ID, go to Setup >> General >> Departments >> click on the preferred department. Go to the address bar and find the last number series in the URL; this is the department ID. Copy the ID appended in the URL and paste it into line 9 of the custom function for the departmentId value.  



3. Create a connection
3.1 Go to Setup >> Connections under Developer Space
3.2 Click Create Connection.
3.3 Select Zoho OAuth under Default Connection.
3.4 Give the connection name as deskconnection. 
3.5 Under Scope, include the below scopes
                  Desk.tickets.READ
                  Desk.search.READ
                  Desk.tickets.UPDATE
3.6 Click Create and Connect.
3.7 Click Connect and click Accept.
Connection is created successfully.

Create Schedules
1. Go to Setup >> Automation, choose Schedules.
2. Click on New Schedule in the top right corner. (Ensure that the correct department is selected.)
3. Give a preferred Name and Description for the Schedule.



4. Under Execute on, choose the preferred Date and Time for the schedule to begin execution. 
5. Under Repeat, choose the preferred frequency as Every Day. Under Ends, choose Never.
6. Under Functions, click on Create Function.



7. Give a Name and Description for the function. Paste the below custom function in the script window.
  1. // ----<<<< User Inputs >>>>----
  2. //Replace deskURL with the URL based on your DC
  3. deskURL = "https://desk.zoho.com";
  4.  
  5. //Replace your custom date field's API Name
  6. cfAPIName = "cf_action_date";
  7.  
  8. // Replace *********** with your department Id
  9. departmentId = ***********;
  10.  
  11. // ----<<<< Initial Configs >>>>----
  12. logs = Map();
  13. ticketIdList = List();
  14. currDate = now.toText("YYYY-MM-dd");
  15.  
  16. //---------------------------
  17. try {
  18.     // ---- start your logic from here ----
  19. ticketSearch = invokeUrl
  20. [
  21. url : deskURL + "/api/v1/tickets/fieldSearch"
  22. type : GET
  23. parameters : { "from" : 0 , "limit" : 50 , "field1" : cfAPIName+":"+currDate,"departmentId":departmentId }
  24. connection : "deskconnection"
  25. ];
  26. logs.insert("ticketSearch":ticketSearch);

  28. if ( ticketSearch != null && ticketSearch != "" && ticketSearch.containsKey("data") && ticketSearch.get("data").size() > 0 )
  29.     {
  30. for each tkt in ticketSearch.get("data")
  31.         {
  32. ticketIdList.add(tkt.get("id"));
  33.         }
  34.     }
  35. logs.insert("ticketIdList":ticketIdList);
  36. if ( ticketIdList.size() > 0 )
  37.     {
  38. bulkUpdateTickets = invokeUrl
  39. [
  40. url : deskURL + "/api/v1/tickets/updateMany"
  41. type : POST
  42. parameters : { "ids" : ticketIdList , "fieldName" : "status" , "fieldValue" : "Open" } + ""
  43. connection : "deskconnection"
  44. ];
  45. logs.insert("bulkUpdateTickets":bulkUpdateTickets);
  46.     }
  47. }
  48. catch(errorInfo) {
  49.     logs.insert("errorInfo": errorInfo);
  50. }
  51.  
  52. info "logs: \n" + logs;
Note : In line 3, replace the URL with the Desk URL corresponding to your DC.
[ Example: For US DC, the url will be https://desk.zoho.com
                         India DC, the url will be https://desk.zoho.in
                         EU DC, the url will be https://desk.zoho.eu]
In line 6, replace cf_action_date  with the your custom date field's API Name. In line 9, give the department ID.
8. Click Save to save the script.
9. Click Save again to save the created schedule.
 
Implementation
When the custom date field matches the Execute On date in the schedule, the ticket will move to the open state.
We hope our updates enhance your experience with Zoho Desk, enabling you to offer great customer support. Stay tuned for updates on features and functions in 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

    • Recent Topics

    • domain not verified error

      Hi when i try to upload a video from zoho creator widget to zoho work drive iam getting domain not verified error.I don't know what to do .In zoho api console this is my home page url https://creatorapp.zoho.com/ and this is my redirect url:www.google.com.Iam

    • Live Webinar: Getting Started with Zoho WorkDrive - A Complete Overview

      Hello everyone, We’re excited to invite you to our upcoming live webinar! Discover how to set up your team, bring in your data, and make the most of WorkDrive’s collaboration, organization, AI, and security capabilities. This session is perfect for anyone

    • Calendly One-way sync- Beta Access

      Hello Community, Many of our Zoho Calendar users have expressed their interests in Zoho Calendar and Calendly integration. We've been tightly working on with Calendly team to provide a two-way sync between Calendly and Zoho Calendar. However, there have

    • The year that was at Zoho Calendar 2023- Part 2

      In continuation with our previous post on all the exciting updates and improvements that have shaped Zoho Calendar over the past 12 months, Lets delve into more: Bring your calendars together- Introducing Zoho Calendar and Outlook calendar synchronisation

    • Tip of the week #18: Change the event organizer in Zoho Calendar.

      We cannot always be available to conduct an event when we organise one. In these circumstances, you can use Zoho Calendar to change the event organizer at any moment before the event begins. This way, you can avoid cancelling the event while still taking

    • Tip of the week #20: Create and manage multiple personal calendars.

      Zoho Calendar provides users with the facility to create and manage as many calendars as required. All these calendars can be managed and edited as per user requirements. You can alter the calendar view, make changes to the calendar theme, share the calendar

    • Tip of the week #24: Subscribe to the calendars of a Zoho Calendar user.

      Calendars that are created by Zoho Calendar users can also be added to your Zoho calendar. All public calendars listed by the users will be available when you enter the email address. You can choose the calendar you need to subscribe to. Once the email

    • Tip of the week #26: Import/ Export calendars in Zoho Calendar.

      Any calendar on the web or calendars that you create in any other calendar application can be imported in to Zoho Calendar. This will help you to add the events from the calendars that you import to your Zoho Calendar. You also have the option to export

    • Removing calendar for zoho email group

      How do I make it so that an email group created in Zoho Mail does NOT have a calendar? I have a couple groups for our phone systems voicemails - one for each department. Voicemail recordings are sent to this groups email address so they have access to

    • Tip of the week #27: Edit personal calendars in Zoho Calendar.

      In Zoho Calendar, the personal calendars you create can be edited to make changes you need to make. Edit a Personal Calendar The following changes can be made to the personal calendar by editing it: Calendar title Calendar color Reminders and Description

    • Tip of the week #28: Show/ hide, enable/ disable and empty/ delete your calendars in Zoho Calendar.

      The popularity of online calendars has soared in recent years. It's used both for personal and professional reasons. Calendars have evolved into an effective productivity tool in our lives, from creating events for birthdays and anniversaries to scheduling

    • Tip of the week #30: Share calendars publicly in Zoho Calendar.

      In Zoho Calendar, calendars that are created under My Calendars can be shared publicly. Making your calendar public allows others to view it. When you need to share your calendar with a larger group, public sharing can help. You can restrict others from

    • Tip of the week #31: Share your personal calendars within organization.

      Keep your Organization members aware of what's happening. In Zoho Calendar, you can share your personal calendar with all the members in your organization using the Share with org option.When you enable org sharing for a particular personal calendar,

    • Tip of the Week #33: Appointment scheduler in Zoho Calendar.

      In Zoho Calendar, you can use the Schedule Appointment option to share your appointment request form with the public, allowing people to fill out the form to request an appointment with you. This form can be embedded on your website or blog. Visitors

    • Tip of the Week #34: Embed Calendars using Zoho Calendar

      You can make your calendars public and visible to the general public by embedding them in your websites/blogs using Zoho Calendar. You can use the embed code to add your own calendars to your website's/ blog's HTML code, and the calendar will appear on

    • Tip of the week #35: Migrate to Zoho Calendar from Google Calendar.

      If you are looking to move your Google Calendar events to Zoho Calendar, never worry about missing out the events from your Google Calendar. You can migrate the events from Google Calendar using the export option and import it to Zoho Calendar and manage

    • Tip of the week #36: Migrate to Zoho Calendar from Outlook Calendar.

      If you've been using Outlook calendar and looking to migrate to Zoho Calendar, you can seamlessly export your calendars from Outlook and import them into Zoho Calendar without losing any events, participants, and the reminders set for each event. To migrate

    • Shared calendar issues and duplications

      Apparently there was a calendar update?  Now when I schedule an event for a team member that has shared his calendar with me, the event makes me the organizer and adds the event to my calendar as well.  Previous to this "update" I would scheduled an event

    • Subscribed Calendar

      Hi i have subscribed to a calendar for Holidays in Canada it shows all the holidays perfectly but every one of them has the word Canada before the rest of the name is there a way to remove that word Canada? It takes up a lot of space in the square on

    • The year that was at Zoho Calendar 2023- Part 1

      Hello, amazing community members! Happy new year from all of us here at Zoho Calendar. As we begin the new year, we'd like to thank each and everyone of our community members for your unwavering support and love that you have shown for Zoho Calendar.

    • Zoho Calendar 2024: A Year in Review

      Hello, community members! Happy new year from all of us here at Zoho Calendar. As we turn the page to a new year, we extend our heartfelt gratitude to every member of our Zoho Calendar community for your continued support and enthusiasm. Your feedback

    • Zoho Calendar not syncing correctly with personal Google Calendar

      Coming to this forum as Zoho Calendar support team is not responding, any more. For the past 8 weeks, I have been having an issue with Zoho Calendar not syncing with my personal Google Calendar correctly. I subscribed to Zoho Calendar iCal in my personal

    • Zeptomail API error 500 internal server error

      Hi Everyone, getting this eror continuously! Can anyone please guide around the same! Zeptomail API error 500 internal server error Best Regards

    • Waiting multiple days to buy credits, causing my website to suffer

      So I own a fairly large website that gets a lot of registered users. I use transmail send activation emails, and also forgot password emails. I sent an email to zoho's presales team when I was only at 4K/10K emails sent, hoping to buy more credits before

    • Follow up

      Hello, I sent a message 2 days ago but I don't receive any response and I cannot find my ticket here. this is the ticket: Your ticket has been created with the ticket ID 68925465 and subject "Fwd: Fishing-alert" looking forward to seeing your response.

    • What's new in TransMail!

      Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! We've recently crossed the 6 months mark of TransMail's launch. In this time post our launch, we have been constantly working on updating our platform and adding new features

    • June 2021 in TransMail!

      Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! Hope you and your loved ones are doing well. If you're doing less than fine, we truly hope that things only get better for you.  We've had a few updates in the past month

    • TransMail has a new name—ZeptoMail!

      Tried navigating to TransMail's community forum but see a different name now? That's because TransMail has a new name. TransMail is now ZeptoMail! As we’ve grown from an internal service used mainly by other Zoho products to an up-and-coming competitor

    • July 2021 in ZeptoMail!

      Note: TransMail is now ZeptoMail. Click here to know more. Hello again, everyone! Hope you and your loved ones are doing well.  We've had a few updates in the past month in ZeptoMail—some new features and some important announcements. Take look at what

    • Send Email From the ZeptoMail BY API

      What is Zeptomail:- Transactional email service with reliable and fast delivery How we can Create a Connection for Zeptomail in Zoho CRM Go to the Setup Click on Connection Enter Connection Details:- Generate Consumer Key & Consumer Secret Using Zoho

    • Customer email on Opencart 3

      When I place an order, 2 emails are sent: 1) administrator 2) to the user The administrator receives a beautiful letter, but the user receives a damaged letter (see screenshot). What could be the problem?

    • [Announcement] Insert image from URL changes in Zoho Writer

      Hi Zoho Writer users! We'd like to let you know that we've changed the behavior of the Insert image from URL option in Zoho Writer for security reasons. Earlier behavior Once you inserted an image URL in a Writer document, the image would be fetched from

    • Dynamic Signature - Record owner

      Hi everyone, I’m using Zoho Writer merge templates from Zoho CRM and have two questions: Owner signature: How can I automatically insert the CRM record owner’s signature in the merged document? I’m not sure where this signature is stored or how to reference

    • Writer sing up problom

      Zoho writer sing up prolom face

    • Unable to copy into a new document

      Whe I create a new Writer doc and attemp to copy and past I get this message. The only way to copy into a document is I duplicate an existing document, erase the text and save it under a different name and then paste the information. Not ideal. Can you

    • [Webinar] Live demos and user Q&A with Zoho Writer product experts

      Join us on June 12, 2025 for live demos based on your use cases and real-world scenarios raised via form. This is also an opportunity to get your questions answered directly by product experts from the Zoho Writer team. Webinar agenda Live demos based

    • Zoho Writer's built-in citation and bibliography generator

      Hey researchers and writers! Do you manually format citations and bibliographies, spending hours jumping between apps and tabs? If so, then check out Zoho Writer's built-in "Citations and Bibliography" feature. Imagine you're writing a thesis on the future

    • Single and group checkboxes in Zoho Writer's fillable forms

      Hey Writer Fam, Are you making the most out of single and group checkboxes in fillable forms in Zoho Writer? Here is a handy tip to optimize your use of checkboxes, both single and group, and enhance your data collection process. Single checkboxes: Single

    • Collaborate efficiently with Zoho Writer's track changes feature

      Hi Zoho Writer Community, Zoho Writer's track changes feature is a simple, built-in solution that helps you and your team work together efficiently. Instead of juggling multiple versions of a document or building up a long email chain of comments, each

    • Zoho Writer's WordPress extensions

      Hey Zoho Writer users! Say goodbye to all your WordPress content publishing woes with Zoho Writer's WordPress extensions. Publish content with all your formatting and images, republish content when you update a document, and more—from a single window

    • Next Page