Automation#32:Auto Add New Portal Users to the Help Center User Groups

Automation#32:Auto Add New Portal Users to the Help Center User Groups

Hello Everyone,
Introducing a custom function that automates the process of adding new portal users to Help Center user groups, making user management effortless!
By default, Zoho Desk allows you to assign new portal users to groups manually. But with this custom function, the process is completely automated, ensuring seamless categorization.


Why User Groups?

Zylker Techfix was dedicated to helping customers through their Help Center. While they actively supported users, there was one challenge: everyone received the announcements, irrespective of their requirements.
Zylker Techfix wanted a smarter way to engage their users by sending targeted announcements based on individual interests, such as gadgets, office equipment, and operations.
To make this happen, they created user groups and assigned new users accordingly. But manually adding users to the right groups was time-consuming.
So, they automated the process! With a custom function, they streamlined operations, ensuring every new portal user was automatically assigned to the right Help Center user group. More relevance, better engagement, zero manual effort.
Let’s walk through the steps to incorporate this custom function into your workflow.

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 zohodesk.
  1.5 Disable the toggle for User Credentials of Login User. 
  1.6 Under Scope, choose the below scope values:
Desk.contacts.READ
Desk.contacts.UPDATE
  1.7 Click Create and Connect.
  1.8 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 Create Rule.

In the Basic Information section,
3. Select Contacts 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. Select field isPortalUser. 
8. Click Next.
9. In the Criteria section, add isPortalUser is and select the checkbox. click Next. 
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. Choose Contacts under Module.
12. Under Argument Mapping, give a desired Method Name. Map the arguments as below:
      12.1 In the Argument Name field, type contactId and select Contact ID under the Contacts Section.
13. In the script window, insert the Custom Function given below:
  1. // ---------------User inputs------------------------------------------
  2. deskUrl = "https://desk.zoho.com/api/v1/"; // replace based on user dc
  3. groupId = "<<GROUP ID>>"; // replace the group id in your desk portal
  4. //---------------------------------
  5. logs = Map();
  6. try 
  7. {
  8. getContactStatus = invokeurl
  9. [
  10. url :deskUrl + "contacts/" + contactId + "/helpCenters"
  11. type :GET
  12. connection:"zohodesk"
  13. ];
  14. contactUserId = getContactStatus.get("data").get(0).get("userId");
  15. if(contactUserId != null)
  16. {
  17. addUserToGroup = invokeurl
  18. [
  19. url : deskUrl + "groups/" + groupId + "/users/add"
  20. type :POST
  21. parameters:"" + {"users":{{"id":contactUserId}}}
  22. headers:{"Content-Type":"application/json"}
  23. detailed:true
  24. connection:"zohodesk"
  25. ];
  26. info "addUserToGroup" + addUserToGroup;
  27. }
  28. }
  29. catch (errorInfo)
  30. {
  31. logs.insert("errorInfo":errorInfo);
  32. }
  33. info "logs: \n" + logs;
  34. if(logs.containKey("errorInfo"))
  35. {
  36. throws "Error happen in the CF execution";
  37. }
User Inputs
a. In Line 2, replace .com in the URL based on your DC. 
b. In Line 3, enter the group ID to which you would like to add your new portal users. To access group ID, go to Setup >> Help Center >> Select the Department having your preferred User group >> choose User Groups on the left panel >> Select the user group >> The Id in the address bar is the required Group ID. 
Notes
Note: Configure the Workflow for the contacts module in the respective department where you want to add portal users to be added to the User group. 
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

Share with us how this custom function helps you in your operations! Drop a comment below or reach out to us at support@zohodesk.com, we’re just an email away!

Meet you in the next post!
Regards,
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

    • Conditional layouts - support for multi-select picklists

      Hi, The documentation for conditional layouts says the following: "Layout Rules cannot be used on the following field types: Auto Number Lookup Multi Select Lookup User Lookup Formula File Upload Multi Line" I have a custom module with a multi-pick list

    • Samsung Keyboard Issues with Notebook

      Dear Users, We're sorry to inform you that some of our users are experiencing certain issues like scrolling, delay/lag, cursor placement especially within the text notes. This occurs mainly due to Samsung Keyboard compatibility with Android 13 and some

    • How to apply customized Zoho Crm Home Page to all users?

      I have tried to study manuals and play with Zoho CRM but haven't found a way how to apply customized Zoho CRM Home Page as a (default) home page for other CRM users.. How that can be done, if possible? - kipi Moderation Update: Currently, each user has

    • Cloudflare Turnstile is now available in Zoho Forms!

      Hello form builders! We have added a new layer of protection to help you keep your forms free from bots. Instead of forcing users to prove they are human, Cloudflare Turnstile quietly checks browser signals in the background. Your real users glide through,

    • Power of Automation :: Unique Task & Issue Prefix Format and Sequencing Rule

      Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

    • 【Zoho CRM】キャンバス機能のアップデート

      ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、キャンバス機能のアップデートをご紹介します。 目次 グリッドについて フォーム表示のタブについて 1. グリッドについて ビジュアルデザインは細部の調整に手間がかかりますが、キャンバスのグリッドを使えば要素を整理し、バランスよく配置できます。 画像やデータなどの要素をグループ化せずに簡単に配置できます。 余白を調整することで、要素間の視覚的なバランスを保つのに役立ちます。 「表示切り替え基準の幅」を設定すると、デザインをレスポンシブに調整できます。

    • Deleting unwanted ticket replies

      Hello, In a Zoho Desk Ticket thread, sometimes one of the recipients has auto-reply activated. This creates a new message in the Ticket thread that not only pollutes the thread, but most importantly cannot be replied properly because usually auto-reply e-mails don't do "reply all", so the other recipients are not included. I want to delete such a message in the Ticket thread. I searched the help of Zoho Desk, but only found a way to mark as Spam (https://help.zoho.com/portal/kb/articles/marking-support-tickets-as-spam)

    • Issue: Ticket Export Does Not Include Ticket Threads

      Dear Zoho Desk Support Team, I hope you’re doing well. I wanted to bring to your attention that the current ticket export feature in Zoho Desk does not seem to include the ticket threads or conversation history. When exporting tickets, only the summary

    • Ability to Set Client Name During Portal Invitation

      Hi Zoho Team, We would like to suggest an important enhancement to the Zoho Creator Client Portal functionality. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for creating

    • スマホでキャンペンメールを見ると正しく表示されない

      キャンペーンのメール（HTML）を作成しましたが、スマホ表示に切り替えると正しく表示されません（添付参照）過去に作成したキャンペーンでは特に意識してませんでしたが、問題なく表示されていたようです。うまく表示される場合とされない場合の違いは何でしょうか？

    • 136.143.188.51 blocked by spamcop

      Zoho mailserver seems to be blocked by spamcop. Cant send mail to my customer. Not sure what to do.

    • Zoho Calendar Integrated Into CRM?

      I've searched around the forums but couldn't find anything addressing this . . .  Is there a plan to integrate Zoho's stand alone calendar solution into Zoho CRM?  The CRM calendar does an OK job but is very basic and the Zoho calendar is great, but I've only figured out to subscribe to my CRM calendar within ZCalendar - there is no 2-way sync. My preferred solution would be for ZCal to become the default calendar/event solution within Z CRM. Is this on the roadmap? Thanks

    • Can I Create Different Page Layouts Based on a Specified Module Pick List Field

      I am trying to work out how to create different page layouts based on a specified module pick list field value, like the Salesforce feature where you can define multiple record types and then create custom page layouts for each record type. This is a super important feature as for almost all the modules we are using (Leads, Potentials, Accounts) we need to be able only show fields relevant to the record type. E.g. We need a very different page layout for a consumer lead Vs a commercial lead, same

    • Scheduling Tasks in Relation to Project End Date

      I use Zoho project  to help manage tasks that relate to a number of specific business events that take place.  I would like to be able to have my project end date be the date of the event and then work "back" from that date to say...   Add a task 2 weeks before the project end date to remind me to XYZ.  Does anyone know if there is a way to base task timings back from a project due date rather than a project start date?

    • What formula to use in computing total hrs and decimal hrss

      So , my data includes log im column , 2 breaks with 2 columns that says back and lunch and 1 column that says back and logged out. What formula should i use to be able to automatically have my total hours as I input time in each column? Thankyou

    • Notes of Tasks in Zoho CRM

      Hello, Is there a way to filter the Notes that appear on a Task to only show the notes related to that specific Task and not display all the Notes of the objects related to that Task (Accounts, Contacts, Deal, etc). In essence, our team struggles to understand

    • 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

    • How to next stage blueprint in Zoho Creator

      Hello, I have question, its possible to next stage blueprint? in case, Start - (first stage) Leader 1 (with condition 1) - (second stage) Leader 2 (with condition 2) - (third stage) Leader 3 (with condition 3) - (fourth stage) After first stage, i want

    • Feature Request: Email Follow-Up Sequences Similar to Zoho CRM

      I’m wondering if Zoho Recruit is planning to introduce a feature similar to the Email Automation – Follow-Up Sequences that is available in Zoho CRM. In CRM, this allows users to send a series of timed follow-up emails triggered by specific actions (for

    • Duplicated Notebooks

      Out of the blue, almost all of my notebooks got duplicated and the different copies contain different information. Some seem like older copies than the others. I use the linux desktop app and sometimes the Android app. I assume that the sync failed at some point and was unable to merge the two versions together. But I'm afraid to add anything else to my notebook because if it can't properly sync 5 notebooks with only a handful of notes each, what will happen when I have hundreds of notes and I lose

    • Currency limitation when integrating Zoho CRM & Zoho Books

      Brief Video of Problem: https://www.loom.com/share/d61d1d07d0904e149d80c1901a22418e. Background ·       Our business is based in Australia and we have to have Zoho Books in AUD to comply with tax and reporting regulations in Australia. ·       We sell

    • Multi-select Lookup does not have Advanced filter options in CRM

      With much fanfare Zoho announced the advanced filter options for CRM lookup fields which was a nice addition. This feature is not available for Multi-Select lookup fields. Will it be rolled out in the next 3-6 months, considering the standard lookup filter

    • Experience effortless record management in CRM For Everyone with the all-new Grid View!

      Hello Everyone, Hope you are well! As part of our ongoing series of feature announcements for Zoho CRM For Everyone, we’re excited to bring you another type of module view : Grid View. In addition to Kanban view, List view, Canvas view, Chart view and

    • 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

    • Kaizen #157: Flyouts in Client Script

      Hello everyone! Welcome back to another exciting edition of our Kaizen series, where we explore fresh insights and innovative ideas to help you discover more and expand your knowledge!In this post, we'll walk through how to display Flyouts in Client Script

    • Customize User Invites with Invitation Templates

      Invitation Templates help streamline the invitation process by allowing users to create customized email formats instead of sending a one-size-fits-all email. Different invitation templates can be created for portal users and client users to align with

    • Admin Control Over Profile Picture Visibility in Zoho One

      Hello Zoho Team, We hope you are doing well. Currently, as per Zoho’s design, each user can manage the visibility of their profile picture from their own Zoho Accounts page: accounts.zoho.com → Personal Information → Profile Picture → Profile Picture

    • Published Course Not Reflecting In Hub

      Hi! I am trying to create micro-learning courses for our team to be available for self-guided learning. I have published the courses with enrollment settings open to all users of the hub, but they don't appear to be available for enrollment. Am I missing

    • Unlock Locked Users via Zoho One Mobile App

      Hello Zoho One Team, We have noticed that in the Zoho One web admin panel, we can unlock a locked user when needed. However, when using the Zoho One mobile app, there is no indication that a user is locked, nor is there an unlock button similar to what

    • Tip #47- Stay Ahead with Automated Scheduled Reports in Zoho Assist- 'Insider Insights'

      We’ve made it easier for you to stay informed, even when you’re busy managing remote sessions! With Scheduled Reports in Zoho Assist, you can now automatically receive detailed insights about your remote support and unattended access activities directly

    • Colour Coded Flags in Tasks Module List View

      I really like the colour coded flags indicating the status of the tasks assigned to a Contact/Deal in the module list view. It would be a great addition to have this feature available in the list view of activities/tasks. I understand you have the Due

    • Uploading data to S3

      Has anyone successfully uploaded data from Creator to S3 using the InvokeURL command or any other method in Deluge? (keywords: S3, AWS, Amazon, bucket)

    • UPS Label size when generated via Zoho

      We've integrated UPS with Zoho inventory. When creating and downloading the shipping labels they are created in a larger paper size. I'd like them to be generated to print on a 4x6 printer. Zoho have told me I need to do this within our UPS portal. UPS

    • Credit Management: #4 Credits on Unused Period

      Recall a familiar situation. You sign up for a monthly gym membership. You pay the subscription fee upfront, get motivated, and show up consistently for the first week. Then, suddenly, you get caught up in work deadlines, travel plans, or a dip in motivation.

    • Zoho Analytics Automatically Deletes Queries and Reports When a Synced CRM Field Is Removed

      We’ve encountered a serious and recurring issue that poses a massive data integrity risk for any Zoho Analytics customer using Zoho CRM integration. When a field is deleted in Zoho CRM — even an unused one — Zoho Analytics automatically deletes every

    • Prevent new Record Association

      Hello all, We have a small sales organization therefore, it's helpful for everyone on the sales team to be able to view the full list of accounts to assist in preventing duplicate accounts from being created. However we want to prevent people from creating

    • Tip of the Week #73– Automate workflow with Make integration.

      Make is a no-code workflow automation platform designed to connect your favorite apps and automate repetitive tasks across services. By integrating Make with Zoho TeamInbox, you can streamline everyday inbox management and save valuable time. With this

    • Viewing attachments

      I'm using a Web Form integrated in my web site to collect Leads several info, including a image upload. In order to to approve each lead, we have to view the image uploaded. Unfortunately, in the Leads view, the Attachments can only be downloaded, not

    • Kaizen #89 - Color Coding using Client Script

      Hello everyone! Welcome back to another exciting Kaizen post. Today let us see how you can apply color codes to the List and Detail Pages of Zoho CRM using Client Script. Need for color code in Zoho CRM When you mark things with different colors as a

    • Instant Sync of Zoho CRM Data?

      With how valuable Zoho Analytics is to actually creating data driven dashboards/reports, we are surprised that there is no instant or near instant sync between Zoho CRM and Zoho Analytics. Waiting 3 hours is okay for most of our reports, but there are

    • Next Page