Automation#19:Auto-Close Tickets Upon Task Completion

Hello Everyone!

We’re excited to bring you another custom function this week. In this edition, we’ll show you how to automatically close tickets when all associated tasks are marked as completed.

Let’s see how ZylkaPure, a leading water filter company, benefits from this functionality. ZylkaPure specializes in installing and servicing water filters for homes and offices. When a customer books a service, a ticket is created, and the specific tasks required for the service are added to it. As service engineers carry out the necessary work, they update the status of each task. Once all tasks are marked as completed, the system automatically closes the ticket, ensuring a streamlined process and reducing manual follow-ups.

Implementing this custom function in your portal can automate ticket closure and simplify your workflow. Follow these steps to set up the automation in your system.

Prerequisites

1. Create a connection

      1.1 Go to Setup and choose Connections under Developer Space.
      1.2 Click Create Connection.
      1.3 Select Zoho Desk under Default Services.
      1.4 Give the connection name as closeticketbytask.
      1.5 Under Scope, choose the below scope values:

            Desk.activities.READ

            Desk.activities.tasks.READ

            Desk.tickets.UPDATE

      1.6 Click Create and Connect.
      1.7 Click Connect and click Accept.
Connection is created successfully.

Create a Workflow Rule

1. Go to Setup, choose Workflows under Automation.

2. Under Workflows, click Rules >> Create Rule.

 

In the Basic Information section,

3. Select Tasks from the drop-down menu under Module.

4. Enter a Rule Name and Description for the rule.

5. If you want to activate the rule right away, select the Active checkbox. Else, create the rule and activate it later.

6. Click Next.

 

In the Execute on section, follow these steps:

7. Select Field Update and select the field Status to execute this rule every time the task status is updated.  

8. Click Next.

 

In the Criteria section

9. Specify the criteria as Status is Completed, AND Completed Time is not empty.

10. In the Actions section, click the + icon and select New next to Custom Functions.

11. Enter a Name and Description for the custom function.        

12. Under Argument Mapping, give a desired Method Name. Map the arguments as below: 

 12.1 In the Argument Name field, type taskId and from the Value drop-down list, select Task Id under Task Section.

 12.2 In the Argument Name field, type associatedTicketId, and from the Value drop-down list, select Ticket Id under Tasks Section.                                                    

13. In the script window, insert the Custom Function given below:

1. // ----<<<< User Inputs >>>>----
2. // --- Replace ".com" with appropriate domain based on your DC
3. deskURL = "https://desk.zoho.in";
4. // --- Enter a status name to indicate the 'completed' status of a task ---
5. taskCompletedStatusName = "Completed";
6. taskCanceledStatusName = "Canceled";
7. // --- Enter the name of the custom status to be updated in the Ticket after the completion of all the associated Tasks ---
8. statusNameToUpdateInTicket = "Closed";
9. // ----<<<< Initial Configs >>>>----
10. logs = Map();
11. logs.insert("taskId":taskId,"associatedTicketId":associatedTicketId);
12. tasksListToProcess = List();
13. shallUpdateTicketStatus = false;
14. //---------------------------
15. try
16. {
17.  // ---- Check to find the Task and Ticket association ----
18. isTicketAssociatedWithThisTask = !isNull(associatedTicketId) && !isEmpty(associatedTicketId);
19.  if(isTicketAssociatedWithThisTask)
20.  {
21.   // --- Get the list of all tasks associated with this ticket ---
22.   getTasksListApiParam = Map();
23. getTasksListApiParam.insert("from":0,"limit":100,"isSpam":false,"sortBy":"createdTime");
24.   logs.insert("getTasksListApiParam":getTasksListApiParam);
25.   getTasksListApiResponse = invokeurl
26.   [
27.   url :deskURL + "/api/v1/tickets/" + associatedTicketId + "/tasks"
28.   type :GET
29.   parameters:getTasksListApiParam
30.   headers:{"Content-Type":"application/json"}
31.   connection:"closeticketbytask"
32.   ];
33.   logs.insert("getTasksListApiResponse":getTasksListApiResponse);
34.   isValidToProcess_getTasksListApiResponse = !isNull(getTasksListApiResponse) && !isEmpty(getTasksListApiResponse) && getTasksListApiResponse.size() > 0 && getTasksListApiResponse.containsKey("data");
35. logs.insert("isValidToProcess_getTasksListApiResponse":isValidToProcess_getTasksListApiResponse);
36.   if(isValidToProcess_getTasksListApiResponse)
37.   {
38.   tasksListToProcess = getTasksListApiResponse.get("data");
39.   }
40.  }
41. logs.insert("isTicketAssociatedWithThisTask":isTicketAssociatedWithThisTask,"tasksListToProcess_size":tasksListToProcess.size());
42.  if(tasksListToProcess.size() > 0)
43.  {
44.   // --- Check to ensure that all tasks are completed or not ---
45.   for each  currentTaskDetail in tasksListToProcess
46.   {
47.   currentTaskStatusName = currentTaskDetail.get("status");
48.   currentTaskCompletedTime = currentTaskDetail.get("completedTime");
49. if((currentTaskStatusName == taskCompletedStatusName || currentTaskStatusName == taskCanceledStatusName) && !isNull(currentTaskCompletedTime))
50.   {
51.   shallUpdateTicketStatus = true;
52.   }
53.   else
54.   {
55.   logs.insert("notCompletedTaskId":currentTaskDetail.get("id"));
56.   shallUpdateTicketStatus = false;
57.   break;
58.   }
59.   }
60.  }
61.  logs.insert("shallUpdateTicketStatus":shallUpdateTicketStatus);
62.  if(shallUpdateTicketStatus)
63.  {
64.   // --- Update status field to the associated ticket ---
65.   ticketUpdateApiParam = Map();
66.   ticketUpdateApiParam.insert("status":statusNameToUpdateInTicket);
67.   logs.insert("ticketUpdateApiParam":ticketUpdateApiParam);
68.   ticketUpdateApiResponse = invokeurl
69.   [
70.   url :deskURL + "/api/v1/tickets/" + associatedTicketId
71.   type :PATCH
72.   parameters:ticketUpdateApiParam.toString()
73.   headers:{"Content-Type":"application/json"}
74.   connection:"closeticketbytask"
75.   ];
76.   logs.insert("ticketUpdateApiResponse":ticketUpdateApiResponse);
77.  }
78. }
79. catch (errorInfo)
80. {
81.  logs.insert("errorInfo":errorInfo);
82. }
83. info "logs: \n" + logs;
84. if(logs.containKey("errorInfo"))
85. {
86.  ths "Error happen in the CF execution";
87. }

NOTE

a. In Line 3, Replace ".com" with appropriate domain extension based on your Data Center.

In case you have a custom name for the task status or ticket status, you can make suitable changes in the following lines:

b. Line 7 ==> Enter a status name to indicate the 'completed' status of a task

c. Line 9 ==> Enter the name of the status you want to be updated in the Ticket after the completion of all the associated Tasks

14. Click Save to save the custom function.
15. Click Save again to save the workflow.

We trust this solution will streamline your workflow! Stay tuned for more fresh insights and tips to help you make the most of Zoho Desk and optimize your experience.

• Topic Participants

• 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

• Recent Topics

• Direct link to Record Summary

  Hi everyone, In one of my reports, I have built a Record Summary template to display the details of one record. I would like to be able to link directly to this Record Summary once I submit a new record, without having to go to the list of records first and click on View. Is there a possibility to do so ?  Should I use the URL by passing some parameters ? Thank you very much for your help ! Guillaume

• Amendment effective date

  Hi everyone, I noticed that the amendment effective date mentionned in my amendment is not right. Indeed, when a contract is amended several times, it states the previous amendment and their effective date. However, the effective date stated is always

• Show both Vendor and Customers in contact statement

  Dear Sir, some companies like us working with companies as Vendor and Customers too !!! it mean we send invoice and also receive bill from them , so we need our all amount in one place , but in contact statement , is separate it as Vendor and Customer, 

• STOCK history in zohosheets

  is it possible to get historical stock value using stock function in zoho sheets? i could not see from and to period in the helper document.

• Auto sync Photo storage

  Hello I am new to Zoho Workdrive and was wondering if the is a way of automatically syncing photos on my Android phone to my workdrive as want to move away from Google? Thanks

• Agent password reset

  Hi Zoho support, I would like to ask if there is a way the admin can reset a password of an agent? Regards

• Can receive but not send messages in Zoho Mail

  Hello! I was able to configure my email client successfully in that I can receive messages just fine. However, when I send messages out, they seem to go out fine (I don't receive any errors or anything), but the recipient does NOT receive those messages.

• Mail is sent twice!

  Been using Zoho for a while now. Installed Zoho for someone else and some weird things are happening. Mails are being sent twice. He is using Thunderbird as an email client. I already read about email being duplicated in the sent folder. But in my case

• Can't login IMAP suddenly

  Since this evening I'm getting the error: You are yet to enable IMAP for your account. Please contact your administrator... IMAP always been enabled in my account and was workign fine for the past 7 years. Already tried turning IMAP off and on again.

• Sending of username did not succeed: Mail server pop.zoho.com responded: User already specified

  I am having issues receiving emails from Zoho in Thunderbird. I am getting the above error. The first error tells me Authentication failed, and prompts me to enter in my password. Then I get the above error. I can receive emails when I log in online to

• Bug tracking

  Hi, does anyone know how to track errors during picking or packing? This way I can keep track and see how to improve and prevent errors in this area.

• Migration of corporate mail environment from Yandex 360 to Zoho mail

  I have to migrate a corporate mail environment with an existing domain from Yandex 360 to Zoho mail. It is vital to migrate all users with all the data. I have read the article on this topic using MacMister Email Backup Software just now and have some

• I'm unable to send mail pthrough Zoho SMTP programmatically

  This has been working for years, but today it's been offline all day long. I see nothing anywhere on your site about this. I'm not the only one experiencing this. Downdetector has a spike of reports today

• Can no longer send email via Django site

  This was working fine as of 11/7/25. Now I am unable to send user verification emails from a Django site on a AWS lightsail sever. When a user attempts to register the following error occurs. I have also attempted to send a test email via the shell and

• unable to send email but able to receive email

  my email address is info@securityforceservices.ca

• Login to server failing

  When trying to retrieve my mail, I am getting this error message -- Login to server pop.zoho.com with username (my email address) failed. It gives me the option to retry, enter password, or cancel. Then I get this message -- Sending of username did not

• Configuration failed: 200 response not received for POST request.

  Hello, I am trying to set up a webhook to connect with an Salesforce but I receive the following error from Zoho: Configuration failed: 200 response not received for POST request I have tried testing it on webhook.site as well and receive the same error

• Zoho Migration Assistant not working

  Hello, I am trying to use you Migration assistant to migrate emails from Rediff to Zoho. I am stuck in the first step. After downloading the migration tool, I copied the link to verify user credentials, however, after pasting the link in the browser,

• Contacts Missing — PeopleSync/Zoho Mail

  English: In our company we use ManageEngine Mobile Device Manager (MDM), Free edition, to manage corporate mobile devices. Our usage policy does not allow personal Google accounts on these devices; therefore, Google account sync is blocked through MDM.

• Best way to integrate Zoho with mobile app for managing customer requests with real-time notifications?

  Hello, I'm building a solution for a travel company where customers submit requests through a website, and the sales team manages these requests through a mobile app. The Requirement: Customers fill a form on the website (name, email, number of children,

• Kaizen #57 - Mass Update API in Zoho CRM

  Hello everyone! Welcome back to yet another post in the Kaizen series. This week, we will discuss the Mass Update API in Zoho CRM. In this post, we will cover the following: 1. Introduction 2. Mass Update Records API  3. Schedule Update and Get Status

• Getting Attachments in Zoho Desk via API

  Is there a way to get attachments into Zoho Desk via an API?      We have a process by which a zoho survey gets sent to the user as a link in a notification.    The survey has several upload fields where they can upload pdf documents.    I've created

• Pincode based Product Restriction

  we have different types of products. 1) Very bulky items like plywood. 2) Too delicate items like glass These type of products we want to sell to local customers. Other products we want to supply all over India. There should be an option to restrict products

• Related Lists filter

  I have Contacts showing in our Accounts module. I customized the Contacts module with an Employment Status field, with the following picklist options: "Primary Contact", "Secondary Contact", "Active Staff(not a main contact)", and "No longer employed".

• Standalone custom function not generating logs

  Why dont't standalone custom functions generate logs when the're called from another function? I have some functions (workflow, buttons and blueprint) that have common parts, so I put that part in a standalone function which is called from the others.

• Add "Reset MFA" Option for Zoho Creator Client Portal Users

  Hello Zoho Creator Team, We hope you are doing well. We would like to request an important enhancement related to Multi-Factor Authentication (MFA) for client portal users in Zoho Creator. Currently, Creator allows us to enforce MFA for portal users,

• Urgent Security Feature Request – Add MFA to Zoho Projects Client Portal Hello Zoho Projects Team,

  Hello Zoho Projects Team, We hope you are doing well. We would like to submit an urgent security enhancement request regarding the Zoho Projects Client Portal. At this time, as far as we are aware, there is no Multi-Factor Authentication (MFA) available

• Creator HTML page refresh

  Hi, I have added around 5 different html snippets in single creator page. I understand, I can refresh the entire page from page script using Navigational URLs https://help.zoho.com/portal/en/kb/creator/developer-guide/others/url-patterns/articles/navigational-urls

• Zoho Desk - Custom Module Related List Columns on Tickets

  I have a custom module in Zoho Desk called Asana Tasks, each task has a lookup to a Ticket. On the Ticket I want to see the columns of the Asana Tasks in the related list . Is there a way to do this? Right now it just has the name of the record and I

• What is your opinion of the new UI?

  Hi Everyone, I would like to see what everyone thinks of the new Zoho One Dashboard. I don't get it, but perhaps I'm missing something. What are your thoughts?

• What are the OAuth scopes needed to access the Zoho MCP server?

  I think I'm authenticating with the MCP server endpoint successfully using a bearer token but I can't successfully initialize an MCP session. I'm using the official MCP Python sdk (https://github.com/modelcontextprotocol/python-sdk). I get as far as here

• "Temporary Error" in Zoho CRM Data Source sync

  I edited my setup for the Zoho CRM to Zoho Analytics Data Source Import configuration to add some new fields. After I saved the changes, I clicked the (Sync Now) link. After a few minutes I got a Sync failure error. The only reason given is "A temporary

• Account blocked for IMAP use

  Hello, My email client (Evolution) can't sync mail anymore. It gives the error: "Your account is temporarily blocked for IMAP use. This may happen if you exceed the maximum number of simultaneous IMAP connections allowed. Kindly try again after some time."

• Is SMTP included in the free plan?

  My client has a Zoho Mail Free 14 day trial that ends tomorrow. She has set up a domain email address with SMTP on a third party app and is wondering if it will continue working once her plan downgrades to the free forever plan. Thanks

• Zoho mail issue.

  I have verified my domain ohhoexpress.online by adding necessary TXT and MX records. But when I am sending email to any external email id, it is showing as zohomail.com. Also while I am sending mail to internal mail id, it is saying user not found whereas

• My email is blocked from sending

  I get this message when I try to send any message .. > Unable to send message, Reason 554 5.1.8 Email Outgoing Blocked We have urgent emails to send and the issue continues to persist from yesterday. Please help us with this issue as soon as possibl

• [WEBINAR] Smooth year-end closure with Zoho Books (KENYA)

  Hello there, This webinar is for all Kenyan businesses looking to wrap up their financial year smoothly! Join our free session to learn how Zoho Books can simplify your year-end process. What to expect from this webinar: - All the latest updates in Zoho

• cannot recieve or send emails

  we are not recieving or cannot send emails.Shows sysytem error

• Zoho Sites - contact us form

  I have added a contact us form to my website. I wanted to change the layout so I deleted the section of Contact Us form. When I again try to add the section of Contact Us form, it shows error that "This form already exists on this page."  I am unable

• switching from POP3 to IMAPI do I need to change settings in Web email?

  hi so I am using Outlook with My Zoho mail, also have Verizon email /AOL. they no longer support POP3 and said imapi is much better, so I want to switch my ZoHo to imapai. I googled and it said i need to change it in my account....i looked at my account

• Next Page