Automation#34 : Automate Email threading for Ticket notification

Automation#34 : Automate Email threading for Ticket notification


Hello Everyone,
It's been a while since we've presented an automation. However, our community has been buzzing with ideas, use cases, and discussions with our community experts and Ask the Experts session.
So, here we are again, presenting an automation focused on threading ticket notification emails. 
Let's see how this automation helped our folks at Zylker Techfix.
Zylker Techfix, a gadget service company, has grown significantly and now serves a large customer base. The support team receives tickets from various customers, some of whom send multiple emails regarding servicing multiple gadgets. With their expanding customer base, Zylker Techfix wanted to effectively track notification emails sent to customers for each respective ticket.
Additionally, Zylker Techfix aimed to inform customers about the engineer assigned to support them with their submitted gadget, helping establish a stronger connection with their customers.

In this post, let's explore how we can adopt Zylker Techfix's customization.

Notify Customers when a ticket is created

The notification rule has an option to notify your customers when a ticket is created.
You can add the details of the ticket owner within the Email template so customers will know the support executive who will be handling the ticket.

How to include Ticket Owner details within the Email template?

You could create a New Email template or use the Existing email template.

Create an Email template

You can either create a New Email template or edit an existing Email template.
To Add a New Template : Go to Setup (S) >> Customization >> Email Templates >> Select the required Department >> Click on Add >> New Template >> Select the Tickets module >> Enter Name > Select  Folder, From Address, Enter Reply to address if required, Add Subject and desired description.
To add Ticket owner's name, insert the placeholders First Name and Last Name (if required) ${Case Owner.First Name}${Case Owner.Last Name}, under Ticket Owner.

To Edit an Existing Email

To edit an existing Email, Go to Setup (S) >> Customization >> Email Templates >> Select the required Department >> Click on the Edit icon for the existing template or select the existing Template >> Edit description. To insert Ticket owner's name, insert the placeholders for first name and last name (if required) ${Case Owner.First Name}${Case Owner.Last Name}, under Ticket Owner.

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 zohodeskconnection.
1.5 Under Choose Scopes, choose the below scope values:
Desk.settings.ALL
Desk.tickets.UPDATE
1.6 Click Create and Connect.
1.7 Click Connect.
1.8 Choose the Desk's organization to connect with Deluge, and click Submit.
1.9 Click Accept.
Connection is created successfully.

Configure Custom Function within the Workflow Rule

1. Go to Setup, choose Workflows under Automation.
2. Under Workflows, click Create Rule.
3. Under Basic Information, choose Tickets under Module, give a Rule Name and Description.
4. Click on the Active checkbox to activate the rule once created. Click Next.
5. Under Execute on, select Create.
6. Add Criteria, if required.
7. Under Actions, click on the drop-down in the + icon and select Custom Functions >> New.
    7.1 Under Basic Information, enter Name and Description. Choose Tickets under Module.
    7.2 Under Argument Mapping, give a desired Method Name. Map the arguments as below:
           7.2.1 In the Argument Name field, type ticketId and select Ticket Id in the Tickets Section.
           7.2.2 In the Argument Name field, type contactEmail and select Email in the Contacts Section.
           7.2.3 In the Argument Name field, type fromEmailAddress, click on Specify Custom Value and type the verified From Address of your department.

    7.3 In the script window, insert the Custom Function given below:
  1. //<<<< User Inputs Section >>>>----
  2. // Replace ".com" with appropriate domain extension based on customer's location/DC
  3. deskURL = "https://desk.zoho.com";
  4. templateId = "xxxxxxtemplateIdxxxxx";
  5. //<<<< Initial Configs >>>>----
  6. logs = Map();
  7. template = invokeurl
  8. [
  9. url :deskURL + "/api/v1/templates/" + templateId + "/render?entityId=" + ticketId
  10. type :POST
  11. connection:"deskconnection"
  12. ];
  13. if(template != null && template.containsKey("body"))
  14. {
  15. logs.put("template",template);
  16. emailContent = template.get("body");
  17. emailReplyParams = {"channel":"EMAIL","to":contactEmail,"fromEmailAddress":fromEmailAddress,"content":emailContent,"contentType":"html"};
  18. logs.put("emailReplyParams",emailReplyParams);
  19. sendReply = invokeurl
  20. [
  21. url :deskURL + "/api/v1/tickets/" + ticketId + "/sendReply"
  22. type :POST
  23. parameters:emailReplyParams + ""
  24. connection:"deskconnection"
  25. ];
  26. logs.put("sendReply",sendReply);
  27. }
  28. info logs;
Notes
Note
a. In Line 3, replace .com in the address with .in/.eu/.ca based on your DC.
b.In Line 4, enter the template id within " " of the Email template you created or edited.
To fetch Template id, go to Setup (S) >> select Email Templates under Customization >> click on the Email template and on the Address bar, copy the numeric value at the end of the URL.
8. Click Save to save the custom function.
9. Click Save again to save the workflow.
Now, along with your ticket conversations, you can also track the emails sent as notifications within your ticket conversations.

Share your thoughts in the comments below or knock at our mailbox: support@zohodesk.com

Until the next post,
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

    • Checking client unsubscribe details

      Hi team, Can you please let me know where we can check if a client has unsubscribed, along with the date and time it was done? If this information is not available at our end, please help confirm the unsubscribe date for the below email ID from the backend:

    • Logistics Industry: Learn to create amazing appointment scheduling sites

      In the logistics industry, the quality of service is something that cannot be shown to others unless they experience it.  Sure, there are metrics that show how you fare when compared to your competition, but then, it only communicates little with respect to quality. The usual route which firms in logistics took are advertisements, to which the internet has opened alternatives in today’s digital age like websites and appointment scheduling sites. A great online presence can help you communicate with

    • Please, make writer into a content creation tool

      I'm tired of relying on Google Docs. I'm actually considering moving to ClickUp, but if Writer were a good content creation tool instead of just a word processor, I would finally be able to move all my development within the Zoho ecosystem, rather than

    • Add Domain

      Hello Zoho Support, My Zoho Sites project accidentally auto-added domains with http:// prefix and duplicated domain entries. Current domains list shows: http://www.kinhtethethao.com.vn (Primary – cannot be removed) http://www.kinhtethethao.com.vn (verification

    • 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

    • Customer Management: # 1 Pick a Convenient Way to Onboard Customer

      When Meera opened her bookstore, onboarding customers was effortless. A customer walked in, picked a book and left with a handwritten bill. As the store gained popularity, things changed. " Can I place an order over the phone?" a customer asked one day.

    • Tracking Emails sent through Outlook

      All of our sales team have their Outlook 365 accounts setup with IMAP integration. We're trying to track their email activity that occurs outside the CRM. I can see the email exchanges between the sales people and the clients in the contact module. But

    • Fetch ALL items from Inventory and send to Google Sheet using Flow

      The title says it all -- I want to fetch the Item name, SKU, Purchase rate, and Sales rate for ALL items in Zoho Inventory and have them populate a tab in an existing Google Sheet. I have already successfully made this work for one item, so the flow is

    • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

      Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

    • Alert if a field is ticked.

      Hi There, We have two modules named Opportunities (Deals) and End Users (CustomModule1), as per the image below. Within Opportunities, we have a lookup field that looks up from the End Users Module. We are looking to get an alert either via email or another

    • Zoho CRM Email Templates 100% Width No Background How?

      Hi, On the Zoho CRM Email Templates in setup > customization > templates > new templates > I choose blank template, but still it puts in a gray background and a max width for the email. I just want to make an email that looks like an email I would send from gmail that has no background or max width. How do you do this? 

    • Why Document Integrity Matters at Every Stage of the Contract Lifecycle

      Contracts are legal records that must stay authentic and traceable from creation to expiry or termination. In Zoho Contracts, several design decisions focus on protecting the integrity of every document. These measures ensure that no important details

    • affichage pièces jointes impossible

      Bonjour, aujourd'hui je n'arrive pas à afficher ni à télécharger les pièces jointes dans ZOHO CRM. J'utilise Chrome, j'ai vidé les caches et les cookies. Mais cela ne change rien. Merci de votre aide

    • Reminder to renew subscription.

      Whenever I try to add to one of my notes a " renew your subscription" window pops out and won't Close disallowing me to edit. Why should I renew my subscription on an application with at best such bugs and at worse such underhanded ways to force ren

    • Fields not coming through, not pulling data

      Forgive the noviceness of my vocabulary. I am in Zoho flow connecting CRM and Projects. When an opportunity hits a certain stage, it will create the project in Projects, and bring in data from the opportunity. Everything is working, except for two fields

    • Smartsheet Integration

      Has any in the community been able to integrate Zoho Desk with Smartsheets using Zoho Flow? I am trying to get the Smartsheet Row ID based on ticket data and cannot find documentation on the Get Row function for Smartsheet. It is asking for a Query String

    • CRM Campaign - how to mass remove contacts?

      Does anyone have a solution for removing all contacts from a CRM campaign. Seems that one by one is the only option. 

    • How to install Widget in inventory module

      Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?

    • Send out follow-up email in the same thread (threaded conversations in individual emails) from Zoho CRM

      Hi, I'm new to Zoho. I'm trying to send individual emails to my leads one by one. And I'll send out follow up email if I don't hear back from them later. However, instead of sending a new email, I want to reply in the same email thread so that the recipients

    • Cadence Support in Zoho Vertical Studio

      We would like to know whether it is possible to create and configure Cadences in Zoho Vertical Studio, similar to the Cadence feature available in Zoho CRM. Please confirm if Vertical Studio supports creating cadences for modules and users, and whether

    • Removing "Products" as mandatory field from Sales Order creation page

      Hello, friends According to our workflow, we should: 1) create Sales Order (Stage "New") 2) call and discuss the Products with a customer (Stage "Communication") 3) add the Products to the Sales Order during the call However, "Products" is mandatory to

    • Zoho Books says "The customer "Hakimuddin P A Ali" already exists. Please specify a different name.""

      One of my transaction is not getting posted from Stripe to Zoho books. I already checked in Zoho books that there is no customer already present in Zoho books with the same name (as the error mentions) I already raised this complaint on Zoho flow portal,

    • Is it possible to automate a file to be directly uploaded to a specific subfolder in Zoho Workdrive?

      I am establishing a workflow so that when a new task is marked "complete", the document submitted in the task (under the "Documents" tab) is automatically uploaded to a specific subfolder in the associated WorkDrive for the project. However, the dilemma

    • Steuerberater der Zoho benutzt in Deutschland

      I write in English because the issue is related to German regulations. Wir sind ein Unternehmen, welches aktuell keine Pflicht zur doppelten Buchführung hat. Aktuell bucht unser Steuerberater jeden Beleg, auch unsere Auslagen. Wir würden dies gerne selbst

    • Why are some folders not showing up as an action trigger in Zoho Flow?

      I am currently working on a flow that automates the process of creating a folder in WorkDrive once a Task List is created. When I am selecting a destination for the folder, some projects are not showing up. I intend to create a folder within a specific

    • Getting Date from PostgreSQL error

      I am pulling data from PostgreSQL table into a CRM record via FLOW but the field is coming out empty. Need some suggestions: Field Type in CRM: Date/Time Field value in PostgreSQL: 2024-12-05 21:06:32.479 Field value in FLOW "Fetch Row": created : "2024-12-05T21:06:32.479382000",

    • Zoho Flow to SendOwl API error

      SendOwl is listed in the apps list of Zoho Flow. When trying to connect through the API with valid key and secret, the error given is: SendOwl says "HTTP Basic: Access denied" It seems Zoho doesn't connect via HTTPS. I've already tried using webhooks,

    • decisions based on content of a ticket

      Hi, I need to create a flow that sends automated email based on the content of a ticket in zoho desk. I have certain tickets that are formatted in a particular way, and contain certain keywords. How can I filter (based on decisions) the tickets based

    • Newline Character "\n" parsing problem in webhooks

      Hi there, I am facing an issue in Zoho Flow (maybe a general issue or maybe only in Zoho Flow): I have this function: void sendListWebhook(string url, list array) { for each arrayElement in array { result = invokeurl [ url :url type :POST parameters:arrayElement.toString()

    • One Company, multi branches, multi warehouses and I need to manage this in one organization

      Dears,  I'm a new user to zoho solutions,  however I found a lot of persons giving a nice feedback about it also a lot of good reviews. I though why we try to move to it in our company. I'm not sure if Zoho could give me all what I need or not that's why I'm going to post in this topic most of the things I know about managing our business to let you ,as zoho experts, tell me if Zoho will meet my business requirements or not. First of all we are a flowers and landscaping company we have like 6 to

    • Desk DMARC forwarding failure for some senders

      I am not receiving important emails into Desk, because of DMARC errors. Here's what's happening: 1. email is sent from customer e.g. john@doe.com, to my email address, e.g info@acme.com 2. email is delivered successfully to info@acme.com (a shared inbox

    • Migration Evernote

      Bonjour Apres plus d'une dizaine d'année passer avec evernote j'ai décidé de franchir le pas . J'ai débuté par migrer mes notes vers zoho et depuis la migration est bloquée. Impossible d'avoir un retour du support malgré plusieurs mails et tentative d'appel

    • Pushing GCLID info from Gravity Forms to ZohoCRM

      We are switching to Gravity Forms from Zoho Forms and I cannot find any good info on how to make sure my GCLID tracking info is pushed through to the CRM through my new forms. There was an article in the documentation about placing something within the

    • Zoho OAuth Connector Deprecation and Its Impact on Zoho Desk

      Hello everyone, Zoho believes in continuously refining its integrations to uphold the highest standards of security, reliability, and compliance. As part of this ongoing improvement, the Zoho OAuth default connector will be deprecated for all Zoho services

    • On Zoho Flow, Record deleted trigger from Zoho Creator

      On creating flow in Zoho Flow, when we select app Zoho created, it provides 3 trigger options - Record created, Record updated and Record created or updated We need trigger on "Record Delete" as well, We have a use case to fire our system api if record

    • Zoho Flow Switch On Not Working

      I have created a flow which is when the mailbox address received the email that meet the condition will auto fetch the contact, account and finally create the ticket by using Zoho Desk. When I do a test and debug on my flow it work well as what I expect

    • MS Teams Flow Integration Question

      Where can I find the chat ID for the "Post message to chat" target?

    • Zoho Flow - Access denied to recover recording from call module - OpenAI

      Hi, I am trying to build a Flow to recover recoding when a new call is saved in my CRM. I have integrated my CRM with ringcentral and the recordings are saved in the event. Trigger: When new module entry Step 2: Fetch module entry (Zoho CRM says "permission

    • Unable to send price in big commerce from zoho flow.

      I am creating a flow from zoho flow to create a product in zoho inventory and sending this to big commerce. But the problem is like when ever i send the price its getting error. it require decimal format value if i am sending ${trigger.sales_rate} the

    • Not sending mail to new lead in zoho flow

      I have created a flow in zoho flow and triggered an action to send email notification when the new lead is created but even after user entering the mail id the email is not going to them

    • Next Page