Automation #7 - Auto-update Email Content to a Ticket

Automation #7 - Auto-update Email Content to a Ticket



This is a monthly series where we pick some common use cases that have been either discussed or most asked about in our community and explain how they can be achieved using one of the automation capabilities in Zoho Desk.

Email is one of the most commonly used support channels and with Desk's easy setup you can easily convert your customer conversation into tickets. All you need to do is to forward the emails received at your support mailbox to Zoho Desk and every customer conversation is converted into tickets with a unique ticket ID.
 
The subject of the email is pulled and displayed as a tickets with a ticket ID in Desk. If you want to go a step ahead and pull the email content into the ticket description, then automations can come in handy. Using a simple custom script and a workflow rule you can create an automation to automatically update the email content in to the description field of the ticket in Desk. This helps you have all the context you need to resolve a ticket at one single place and avoid going back and forth between your inbox and help desk platform.
 
To create the workflow rule, perform the following steps:
  1. Go to Setup, and under Automation, click Workflows.
  2. Click "Create Rule" from top right corner.
    In the Basic Information section, perform the following steps:
  3. In the Module drop-down menu, select Tickets.
  4. Enter a name and description for the rule.
  5. If you want to activate the rule right away, select the Active checkbox. Else, you can just create the rule now and activate it later on the Rules page.
  6. Click Next.
    In the Execute on section, perform the following steps:
  7. Select the Create checkbox to execute this rule every time a new ticket is created.  
  8. Click Next.
  9. In the Criteria section, add "Channel Is Email" and click "Next".
    In the Actions section, perform the following steps:
  10. Click the + icon under "Action" and select "New" next to Custom Functions
  11. Enter a name and description for the custom function.
  12. In the script window, input the Custom Function you find below:

    1. OrgID = Paste your OrgID here;
    2. getthreads = zoho.desk.getRelatedRecords(OrgID,"threads","tickets",ticketId,0,1);
    3. threadid = getthreads.getJSON("data").getJSON("id");
    4. getthreadcontent = zoho.desk.getRelatedRecordById(OrgID,"threads",threadid,"tickets",ticketId).getJSON("content");
    5. updateticket = zoho.desk.update(OrgID,"tickets",ticketId,{"description":getthreadcontent});
    6. info updateticket;

  13. Click "Edit Arguments"
  14. In the Name field type ticketId, and from the Value drop-down list select Ticket Id under Ticket Information. 
  15. Click "Save" to save the custom function.
  16. Click "Save" again to save the workflow.
Important Note: In line 1, replace your OrgId. You can get your OrgID by navigating to Setup > Developer Space > API > OrgId.

    • 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

    • Round robin

      Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should I

    • "Is Zoho CRM customer" vs "Is linked with Zoho CRM"

      Recently while building a Flow, I was setting up a Decision action following a Zoho Invoice Fetch record action. There were 2 choices that I had not seen as something I could manually action in Zoho Invoice: "Is Zoho CRM customer" and "Is linked with

    • Two currencies

      More and more I am finding that internattional payments' fees are unpredictable. I would like, on my invoices that are in a foreign currency (eg. USD$ or EUR€) for there to be a GBP£ TOTAL display alongside the invoice's currency total. This would make

    • Automatic Matching from Bank Statements / Feeds

      Is it possible to have transactions from a feed or bank statement automatically match when certain criteria are met? My use case, which is pretty broadly applicable, is e-commerce transactions for merchant services accounts (clearing accounts). In these

    • Generate leads from instagram

      hello i have question. If connect instagram using zoho social, it is possible to get lead from instagram? example if someone send me direct message or comment on my post and then they generate to lead

    • Zoho PDF editor has a lot of issues.

      Zoho PDF editor needs a lot of work. It hangs and glitches a lot. Deletes annotations and clearings randomly.

    • Where is the desktop app for Zoho Projects???

      As a project manager, I need a desktop app for the projects I manage. Yes, there's the web app, which is AWESOME for cross browser and platform compatibility... but I need a real desktop app for Projects that allow me to enter offline information where

    • How to Automate Monthly PDF Reports with Filters in Zoho Creator

      Hi everyone, I’m trying to build an automated monthly reporting process in Zoho Creator and would appreciate suggestions or best practices from anyone who has done something similar. What I’m trying to do: I have a form called New_Customer with fields

    • Feedback: Streamlining Note Management in Zoho Notebook

      Dear Team/Support, I would like to share some feedback regarding the note management system that could help improve usability and accessibility for users like myself. Notebook 1 (screenshot attached): Currently, the system does not allow selecting and

    • showing Limit exceeded

      Good afternoon...trust you're good. I've been having issues working with but it's not responding. it's showing Limit exceeded, sorry it seems like too many people are working on the sheet right now please try again later. meanwhile no one is working on

    • Converting Sales Order to Invoice via API; Problem with decimal places tax

      We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in

    • Sorting columns in Zoho Projects

      Hi, In project management best practice, sorting columns (ascending, descending) is an important tool. Sorting dates to see the order of tasks starting, sorting on priority or even on planned hours is a must for an efficient project control. Currently,

    • Business Continuity - Disaster Recovery

      I know about the Zoho CRM backup .zip files, however, this doesn't include any of the infrastructure with like custom fields or custom modules. I am curious on what everyone has in place for a true backup or what your plan is if your Zoho instance were

    • Upload API

      I'm trying to use the Upload API to upload some images and attach them to comments (https://desk.zoho.com/DeskAPIDocument#Uploads#Uploads_Uploadfile) - however I can only ever get a 401 or bad request back. I'm using an OAuth token with the Desk.tickets.ALL

    • Losing description after merging tickets

      Hello, We merge tickets when they are about the same topic from the same client. It happens sometimes. We recently noticed that after the merger only the description from the master ticket is left in a thread. And the slave-ticket description is erased.

    • update linked contacts when update happens in account

      Hi, I have a custom field called Licence in the Accounts module. When someone buys a licence, I’d like to update a custom field in the related Contacts. How can I achieve this? I noticed that workflows triggered on Accounts only allow me to update fields

    • Problem Management Module

      I am looking for a Problem Management module within Zoho Desk. I saw in some training videos that this is available, and some even provided an annual price for it. I want an official confirmation on whether this is indeed available. This is not a particularly

    • Unable to explore desk.zoho.com

      Greetings, I have an account with zoho which already has a survey subscription. I would like to explore desk.zoho.com, but when I visit it while logged in (https://desk.zoho.com/agent?action=CreatePortal) I just get a blank page. I have tried different

    • Offline support for mobile app

      Accessing your files and folders from your mobile devices is now quicker and simpler, thanks to the power of offline support. Whether on an Android or iOS device, you can use the Offline function to save files and folders, so you can review them even

    • Zoho Desk KB article embedded on another site.

      We embed KB articles from Zoho Desk on another site (our application). When opening the article in a new tab, there is no issue, but if we choose lightbox, we are getting an error "To protect your security, help.ourdomain.com will not allow Firefox to

    • Transitioning to API Credits in Zoho Desk

      At Zoho Desk, we’re always looking for ways to help keep your business operations running smoothly. This includes empowering teams that rely on APIs for essential integrations, functions and extensions. We’ve reimagined how API usage is measured to give

    • List of packaged components and if they are upgradable

      Hello, In reference to the article Components and Packaging in Zoho Vertical Studio, can you provide an overview of what these are. Can you also please provide a list of of components that are considered Packaged and also whether they are Upgradable?

    • Does Attari Messaging app have Bot option and APIB

      Hi, Does Attari also have Bot and API as we use in WhatsApp??

    • How to add application logo

      I'm creating an application which i do not want it to show my organization logo so i have changed the setting but i cannot find where to upload/select the logo i wish to use for my application. I have seen something online about using Deluge and writing

    • Introducing Keyboard Shortcuts for Zoho CRM

      Dear Customers, We're happy to introduce keyboard shortcuts for Zoho CRM features! Until now, you might have been navigating to modules manually using the mouse, and at times, it could be tedious, especially when you had to search for specific modules

    • Empowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM

      Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individuals

    • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

      Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

    • Verifying Zoho Mail Functionality After Switching DNS from Cloudflare to Hosting Provider

      I initially configured my domain's (https://roblaxmod.com/) email with Zoho Mail while using Cloudflare to manage my DNS records (MX, SPF, etc.). All services were working correctly. Recently, I have removed my site from Cloudflare and switched my domain's

    • Zoho Analytics Regex Support

      When can we expect full regex support in Zoho Analytics SQL such as REGEXP_REPLACE? Sometimes I need to clean the data and using regex functions is the easiest way to achieve this.

    • Change of Blog Author

      Hi, I am creating the blog post on behalf of my colleague. When I publish the post, it is showing my name as author of the post which is not intended and needs to be changed to my colleague's name. How can I change the name of the author in the blogs?? Thanks, Ramanan

    • Show Attachments in the customer portal

      Hi, is it possible to show the Attachments list in the portal for the particular module? Bests.

    • Zoho CRM Formula - Current Time minus Date/Time field

      Hello, I am trying to prevent duplicate emails going to clients when more than 1 deal is being updated. To do this, I would like to create a formula to identify if a date/time field is >= 2 hours ago. Can someone please help me write this formula? Example:

    • Does Zoho Docs have a Line Number function ?

      Hi, when collaborating with coding tasks, I need an online real time share document that shows line numbers. Does Zoho's docs offer this feature ? If yes, how can I show them ? Regards, Frank

    • Feature Request - Insert URL Links in Folders

      I would love to see the ability to create simple URL links with titles in WorkDrive. or perhaps a WorkDrive extension to allow it. Example use case: A team is working on a project and there is project folder in WordDrive. The team uses LucidChart to create

    • Organization Emails in Email History

      How can I make received Org Emails to show up here?

    • How to sync from Zoho Projects into an existing Sprint in Zoho Sprints?

      Hi I have managed to integrate Zoho Projects with Zoho Sprints and I can see that the integration works as a project was created in Zoho Sprints. But, what I would like to do is to sync into an existing Zoho Sprints project. Is there a way to make that

    • how to differentiate if whatsapp comes from certain landing page?

      I create a Zobot in SalesIQ to create a Whatsapp bot to capture the lead. I have 2 landing pages, one is SEO optimized and the other want is optimized for leads comes from Google Ads. I want to know from which landing page this lead came through WhatsApp

    • How to record company set up fees?

      Hi all, We are starting out our company in Australia and would appreciate any help with setting up Books accounts. We paid an accountant to do company registration, TFN, company constitution, etc. I heard these all can be recorded as Incorporation Costs, which is an intangible asset account, and amortised over 5 years. Is this the correct way to do it under the current Australian tax regulations? How and when exactly should I record the initial entry and each year's amortasation in Books? Generally

    • How to create a drop down menu in Zoho Sheets

      I am trying to find out, how do I create a drop down option in Zoho sheet. I tried Data--> Data Validation --> Criteria --> Text  --> Contains. But that is not working, is there any other way to do it.  Thanks in Advance.

    • Show Payment terms in Estimates

      Hi,  we are trying to set up that estimates automatically relates payment terms for the payment terms we introduced on Edit contact (Field Payment terms).  How can it be done? Our aim is to avoid problems on payment terms introduced and do not need to introduce it manually on each client (for the moment we are introducing this information on Terms and Conditions.  Kind Regards, 

    • Next Page