Automation#25: Move Tickets to Unassigned When the Owner Is Offline

Automation#25: Move Tickets to Unassigned When the Owner Is Offline




Hello Everyone,

Welcome to this week's Community Series!

'Tis the holiday season—a time when work often takes a brief pause. 

The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period, ticket owners are frequently offline at work.
Amid the holiday hustle and bustle, customers continued responding to tickets. Unfortunately, tickets assigned to agents on leave went unnoticed, as they were not listed under unassigned requests.

Zylker Techfix needed a solution to ensure such tickets were reassigned to "Unassigned," preventing any customer requests from being overlooked. This is where a custom function came to the rescue, just in time!

Here’s how you can use this custom function to move tickets automatically to "Unassigned" when the ticket owner is offline and a customer replies. Follow these steps to implement the custom function within a workflow rule.

Prerequisites
1. 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 Scope, choose the below scope values:
Desk.settings.READ
Desk.basic.READ
Desk.tickets.UPDATE
Desk.tickets.READ
  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 Tickets 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 Customer Reply.  
8. Click Next.
 
9. In the Criteria section, select Ticket Owner is not empty. click Next. 
10. In the Actions section, click the + icon and select New next to Custom Functions.
12. Enter a Name and Description for the custom function.     
                                      
13. 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. //Replace your Current Configured Department Id
  5. departmentId = "DEPARTMENT_ID";
  6. // ----<<<< Initial Configs >>>>----
  7. logs = Map();
  8. onlineAgentsId = List();
  9. //---------------------------
  10. try 
  11. {
  12. // ---- start your logic from here ----
  13. getTicketInfo = invokeUrl
  14. [
  15. url : deskURL + "/api/v1/tickets/" + ticketId
  16. type : GET
  17. connection : "deskconnection"
  18. ];
  19. logs.insert("getTicketInfo":getTicketInfo);
  20. assigneeId = getTicketInfo.get("assigneeId");
  21. onlineAgentsInfo = invokeUrl
  22. [
  23. url : deskURL + "/api/v1/onlineAgents?departmentId="+departmentId+"&limit=100"
  24. type : GET
  25. connection : "deskconnection"
  26. ];
  27. logs.insert("onlineAgentsInfo":onlineAgentsInfo);
  28. if ( onlineAgentsInfo != null && onlineAgentsInfo != "" && onlineAgentsInfo.get("data").size() > 0 ) 
  29.     {
  30. for each agentInfo in onlineAgentsInfo.get("data")
  31.         {
  32. onlineAgentsId.add(agentInfo.get("agentId"));
  33.         }
  34.     }
  35. logs.insert("onlineAgentsId":onlineAgentsId);
  36. if (!onlineAgentsId.contains(assigneeId.toString())) 
  37.     {
  38. ticketUpdate = invokeUrl
  39. [
  40. url : deskURL + "/api/v1/tickets/" + ticketId
  41. type : PATCH
  42. parameters : {"assigneeId":""}+""
  43. connection : "deskconnection"
  44. ];
  45. logs.insert("ticketUpdate":ticketUpdate);
  46.     }
  47. }
  48. catch (errorInfo)
  49. {
  50. logs.insert("errorInfo":errorInfo);
  51. }
  52. info "logs: \n" + logs;
  53. if(logs.containKey("errorInfo"))
  54. {
  55. throws "Error happen in the CF execution";
  56. }

Notes
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 5, add the departmentId of the department where you want to configure this custom function.
How to fetch the DepartmentId? 
To find the departmentId, navigate to Setup (S) >> Organization >> Departments.
Select the department where you want to configure the custom function. Copy the numerical ID at the end of the URL from the address bar.

14. Click Edit Arguments and include the argument mapping as below: 
  14.1 In the Name field, type ticketId and select Ticket Id under the Tickets Section.

15. Click Done.  
16. Click Save to save the custom function.
17. Click Save again to save the workflow.

Our Community Series is here to provide practical tips and solutions. If you have any questions or suggestions, feel free to reach out to us at support@zohodesk.com—we’d love to hear from you!

Wishing you a joyful and productive holiday season. 

Until next time,
Best Wishes,
Lydia | Zoho Desk 

    • Sticky Posts

    • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

      After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

    • 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

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

    • 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. 

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting

    • Recent Topics

    • Custom Module missing SDK function fetchRelatedRecords(...) in a Client Script

      Good day, We have added a new module with a Multi-Lookup relation to Contacts.  When we tried to use the fetchRelatedRecords(id, related_list_api_name) function to get Related Records it is missing for our new custom module. https://js.zohocdn.com/crm/5124797/documentation/DotSDK/Modules.html

    • Assistance with Setting Default Values for Zoho Chat Custom Fields

      I am currently using the Zoho Chat JavaScript API to successfully add custom fields to the chat interface. While the implementation of these fields has been smooth, I am now looking to set default values for these custom fields. However, I couldn't find

    • Subform Client Script

      Good day,  I have a subform where users can subscribe to various magazines. I would like to prevent the user from selecting the same magazine twice when adding a new row. Is there a way to prevent the user from doing this? (Can it be done via a client

    • Serious question: Are there actually "solo-preneurs"/small business owners who made Zoho-one work well for them?

      L.S. After already many years of continued struggle with Zoho-One, I am seriously wondering if there are actually solo-preneurs (one person small business owners - without a large, dedicated IT dept.) who got it (Zoho-One) to work well for their businesses.

    • Calendar Bookings in Recruit

      Hi there, We have recently started using Zoho recruit and although it has some great functionality there are a few gaps that are causing real headaches. One of those being how interviews are scheduled. The majority of our hiring managers are field based

    • Getting Error : Developer Tool Detected

      Hi Team, Getting the error during open the portal, error attached on the same ticket. Please check and help us to resolve the same.

    • Send Zoho Creator Template by Email or sendemail

      Hello All Question:- How we can send the Zoho creator email template using the send email by the workflow or using the Function? by the Workflow sendmail [ from: zoho.adminuserid to: "zohodeveloper@yopmail.com" subject: "Test Template" message: "Test

    • Upgraded to Zoho One but Zoho Meeting still says Free Plan

      I signed-up for the Zoho One plan. When exploring the applications included, I came across a problem with Zoho Meeting. It says it's the free plan. I emailed support but they sent me a link that doesn't work and, when I found the article on my own, it

    • 新年のご挨拶、直近のイベントスケジュール

      🎍🐍謹賀新年🎍🐍 ユーザーの皆さま、明けましておめでとうございます！ コミュニティチームの中野です。 本年もよろしくお願い致します。 昨年のZoho Japanコミュニティでは、東京・大阪・名古屋・福岡 4都市でのユーザー交流会開催や、自社最大イベント「Zoholics Japan 2024」でZoho Championの皆さまとのパネルディスカッション、10月の東京ユーザー交流会では本社CRMプロダクトマネージャーを招きロードマップ解説セッションの実施、さらにZohoアンバサダープログラムのローンチ（近日公開予定）など、新たな取り組みに挑戦しました。

    • Request to Customize Module Bar Placement in New Zoho CRM UI

      Hello Support and Zoho Community, I've been exploring the new UI of Zoho CRM "For Everyone" and have noticed a potential concern for my users. We are accustomed to having the module names displayed across the top, which made navigation more intuitive

    • Client script: Can not choose a date field for an onChange field event

      Hi Zoho Team Why can't I choose one of my date fields to trigger an onChange event? Is this a client script limitation, or something wrong with my instance? If it is a limitation, is this mentioned in the documentation anywhere? Thanks. Marcus

    • Upgrade User

      Hi Sir/Madame, I have 7 users in my organisation but I need upgrade more space only 2 users. Is it possibe? Thanks

    • Dashboard Auto-refresh

      Why is there no Auto-refresh on the Dashboard? People have been asking for the last 6 years for this function from what I can see in my reasearch, it seems like a very simple intergration for Zoho to achieve. on Sept. 2, 2014, this was added: Support

    • Console error with widget in View mode, not present in Edit Mode with ZOHO.CRM.API.updateRecord(config)

      hello i have that function to update an account records (from a widgets created with sigma) function handleCopyButtonCRMClick() { console.log('handleCopyButtonCRMClick'); /* * Fetch Information of Record passed in PageLoad * and insert the response into

    • add meeting link

      i want to add A meeting link in the mail when the user book the appointment then with the conformation mail i want to add meeting link there

    • Zoho One - White Label

      Releasing a white-label feature for Zoho One, or any software or service, can offer several advantages and benefits for both the company providing the software (Zoho in this case) and its users. Here are some key reasons for releasing a white-label feature

    • Missing parameters in request, any way i can figure out what parameters i need to add?

      const url = "https://people.zoho.com/people/api/forms/json/P_Task/insertRecord"; const inputData = { "Status": "Open", "Description": "Task to set up and configure Zoho Mail on desktop application.", "CreatedTime": "01-Jan-2025 10:30 AM", "Due_Date":

    • Running Total % in Pivot with filters

      Hi there, I have seen a few posts on this topic, but i cant seem to find one that will work when applyig filters to the data. I have Rows and Data in a pivot view I want to show the running total of revenue as a % of the total for the data set. If i add

    • Included in Zoho One?

      Will LandingPage eventually be included in Zoho One?

    • Add an "Impersonate" feature to Zoho Projects

      It would be nice to have an "impersonate" feature added to Zoho Projects that would allow administrators to impersonate employees to enable administrators to see for themselves what employees can and cannot see in the system. I am aware of all of the

    • Select CRM Custom Module in Zoho Creator

      I have a custom module added in Zoho CRM that I would like to link in Zoho creator.  When I add the Zoho CRM field it does not show the new module.  Is this possible?  Do i need to change something in CRM to make it accesible in Creator?

    • GROUPING OF CUSTOMER

      SIR PLEASE ADD GROUPING OF CUSTOMER IN ZOHO BOOKS

    • Zoho LandingPage is integrated with Zoho One!

      Greetings to the Zoho One users out there! We're delighted to let you know that Zoho LandingPage is available in Zoho One too! With Zoho LandingPage, you can host custom-made landing pages, and persuade the visitors to dive deeper by making further clicks,

    • 2024 Wrap: Rediscover these features and enhancements in Zoho CRM

      Hello everyone! I wish all of you a joyful and prosperous 2025! As we welcome 2025, I’m excited to share a recap of the year 2024 and highlight some of the coolest new features and enhancements we’ve added to the Zoho CRM platform. Last year, we announced

    • A quicker way to provide accountants access to Zoho Books, similar to Xero and Quickbooks

      Hey guys, I'm finding the procedure to give access to an external accountant to Zoho Books less than ideal. Having to create an account by Zoho instead of myself, and then wait for it to be given a license to then pass to the accountant seems a bit time

    • 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

    • Update Candidate Status Through Workflow in Blueprint

      Hi Team,  We have a blueprint built out with custom functions that update particular fields based on candidate actions. When particular fields are updated we need to move the candidate forward in the blueprint. We tried to do this through a workflow,

    • Zoho Canned respond do have a huge lag issue.

      Previously the Zoho canned respond works perfectly ... on once server update and all the Canned respond enconter huge lag... in the end cause most of the canned respond just shown code with /xxx and not the sentence....

    • ShipStation and Zoho Inventory

      Hello, I am looking to sync zoho inventory with shipstation ZOHO INVENTORY           SHIP STATION Sales Order  ==>  create ORDERS INVOICE  <==    Shipments What exactly does BETA mean on the Shipstation connector?  This is required for me to sign-on in the next month. Thanks in advance for your efforts

    • Saving slide elements

      I have created grouped items including text and animation that I want to use in later slides. (Like an animated logo) Is there a way to save these grouped elements in my library?

    • Are downloadable product available in Zoho Commerce

      Hi all. We're considering switching to Zoho Commerce for our shop, but we sell software and remote services. Is there a features for downloadable products? I can't find any information about this. Thank you very much Alice

    • 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

    • Move site from WIX to ZOHO Sites

      I have a simple website on WIX.  I am wondering if someone is available to help me move this website - https://www.videothreezero.com/ to ZOHO.  Michael  Boston

    • zoho calendar week view - "super compact by default"

      every time i go to my calendar i have to re-engage the "super-compact view" for the week view...is there a way to make "super-compact" a default view so I dont have to keep on setting it manually?

    • Change work hours per day for employees

      Hello, Is there a way to modify the work hours per day for employees in Zoho projects? This would be helpful for resource allocation to more accurately see when an employee who works 35 hours a week vs 40 hours has a full schedule. Thanks.

    • Zoho CRM Automation Help: Send Email When Fault is Marked as Done & Module Relationships

      Hi everyone, I have the following User-Created Modules in Zoho CRM: Clients Assets Faults Handymen Every client can have multiple assets. Every asset can have multiple faults. Every fault is assigned to one handyman. What I Want to Achieve: ✅ I want to

    • Adding New Domain to Zoho mail

      Hi, I have one Zoho account already called for example "Awesome Animals". Under this account I have one domain already setup with zoho mail, example: - awesomecats.com I have another website as well which I want to add under this "Awesome Animals" account,

    • I cannot receive emails.

      I need help, I've tried everything but I still can't receive emails from other people. I can send it but I can't receive emails, When I created the email it was all in order and suddenly I can't get emails from anyone anymore.

    • Incoming Gmail Email Not Coming Into Zoho

      My outbound email from Zoho is working, but when people respond to the email, it's not coming back into Zoho. I can see it when I'm in Gmail, but it's not in Zoho.

    • Não foi possível enviar a mensagem;Razão:554 5.1.8 Email Outgoing Blocked.

      Preciso de ajuda não consigo enviar emails,conta recen criada

    • Next Page