Automation#24: Auto-Update custom field from Accounts to Tickets

Automation#24: Auto-Update custom field from Accounts to Tickets



Hello Everyone!
Welcome back to the Community Learning Series! 

This episode dives into how Zylker Techfix streamlines account-related ticket references. Previously, employees had to manually check account details to retrieve specific customer information, making the process time-consuming and inefficient.
To solve this, Zylker Techfix introduced a custom solution: a custom field that seamlessly syncs data between accounts and tickets. When a customer raises a ticket, the custom field in the ticket layout automatically fetches and updates values from the corresponding field in the account.
This integration has transformed their operations, enabling Zylker Techfix to map tickets to their respective accounts effortlessly. 
The result? Streamlined workflows and an improved customer service experience.
You can achieve better results in your ticketing operations, too! Here’s how to implement the custom function:

Prerequisites
1.1 Go to Setup (S) >> Customization >> Layouts and Fields. Select Tickets under Layouts and the required Department. Access the active layout and add a custom field of your choice.  
1.1.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then, click Save and Close. 
1.2  Go to Setup (S) >> Customization >> Layouts and Fields. Select Accounts under Layouts, and in the Department drop-down, select the default department. Access the active layout and add a custom field of the same type as you have added in Tickets layout (1.1) .  
1.2.1 Hover the mouse pointer over the custom field created, click on the Gear wheel icon >> Edit Properties. Note the API Name under the Edit Field. Click Update. Then click Save and Close.     
2. Create a connection
      2.1 Go to Setup(S) and choose Connections under Developer Space.
      2.2 Click Create Connection.
      2.3 Select Zoho Desk under Default Services.
      2.4 Set the connection name as deskconnection.
      2.5 Under Scope, choose the below scope values:
             Desk.contacts.READ
             Desk.tickets.UPDATE
      2.6 Click Create and Connect.
      2.7 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 Create.  
8. Click Next.
 
9. Leave the Criteria section blank and click Next. (Add a criteria if you require it.) 

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 ticketId and select TicketId under the Tickets Section, from the Value drop-down list.
12.2 In the Argument Name field, type accountId and select Account Id under the Accounts Section, from the Value drop-down list.                      
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. //place the corresponding API name of the custom fields from the Accounts and Tickets layout
  5. accountTicketsFieldApiNameMapping = {"ACCOUNT_FIELD_API_NAME":"TICKET_FIELD_API_NAME"};
  6. // ----<<<< Initial Configs >>>>----
  7. logs = Map();
  8. logs.insert("ticketId":ticketId);
  9. updateTicketCFPayload = Map();
  10. //---------------------------
  11. try 
  12. {

  13. // ---- start your logic from here ----
  14. if(accountId != null && !accountId.isEmpty())
  15. {
  16. primaryAccountDetail = invokeurl
  17. [
  18. url :deskURL + "/api/v1/accounts/" + accountId
  19. type :GET
  20. connection:"deskconnection"
  21. ];
  22. logs.insert("primaryAccountDetail":primaryAccountDetail);
  23. if(primaryAccountDetail != null && primaryAccountDetail != "" && primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
  24. {
  25. if(primaryAccountDetail.containsKey("cf") && primaryAccountDetail.get("cf") != null && !primaryAccountDetail.get("cf").isEmpty())
  26. {
  27. accountsCF = primaryAccountDetail.get("cf");
  28. for each  customField in accountTicketsFieldApiNameMapping.keys()
  29. {
  30. if(accountsCF.containsKey(customField))
  31. {
  32. updateTicketCFPayload.put(accountTicketsFieldApiNameMapping.get(customField),accountsCF.get(customField));
  33. }
  34. }
  35. logs.insert("updateTicketCFPayload":updateTicketCFPayload);
  36. if(updateTicketCFPayload != null && !updateTicketCFPayload.isEmpty())
  37. {
  38. updateTicketPayload = {"cf":updateTicketCFPayload};
  39. updateTicket = invokeurl
  40. [
  41. url :deskURL + "/api/v1/tickets/" + ticketId
  42. type :PATCH
  43. parameters:updateTicketPayload + ""
  44. connection:"deskconnection"
  45. ];
  46. logs.insert("updateTicket":updateTicket);
  47. }
  48. }
  49. }
  50. }
  51. }
  52. catch (errorInfo)
  53. {
  54. logs.insert("errorInfo":errorInfo);
  55. }

  57. info "logs: \n" + logs;

  59. if(logs.containKey("errorInfo"))
  60. {
  61.     throws "Error happen in the CF execution";
  62. }
NOTE
a. In Line 2, Replace ".com" with the domain extension based on your Data Center.
b. In Line 5, add the API name of the custom field created within the Account and Tickets layout in this pattern {"cf_account_field":"cf_ticket_field"}
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

If you’d like to automate the updating of more custom fields between Accounts and Tickets, feel free to reach out to us at support@zohodesk.com. 
We’d love to hear how this solution works for you. Share your experience with us—your feedback inspires us to keep improving. Happy ticketing!

Until next week,
Warm 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

    • Zoho Forms - Failed CRM Sync Improvement

      I'd like to suggest an enhancement to the Zoho Forms and Zoho CRM integration. Currently, once a form entry has been submitted, there is no simple way to push that individual entry to CRM again if needed. Before anyone mentions it, I am aware that the

    • Canvases Auto-Skewing/Adding Scroll Bars When They Were Not There Prior

      Is anyone else noticing rendering issues in their canvases today? It seems to be mainly icons which now have scroll bars added which makes them all look off, though some fields seemed to revert to squished length as well. Were the icons replaced with

    • Supervisor Rules --> Custom Function

      Hello, currently I can't add a custom function to a supervise rule. Is there a reason for this? Background: We have BluePrint managed tickets and actually we have a Supervise rule which should set the ticket to "closed" after 168 hours since the last

    • Vault Chrome Extension Asks for Master Password every single time

      Is this supposed to be a feature, or is this a bug?  My assumption is that it's a bug, because every time I click on the Extension, there is a red exclamation mark/notification on the Zoho Vault extension.  Is the idea with the Extension that I have to

    • What's New in Zoho Inventory | April & May 2026

      Hello users, We're excited to roll out the latest Zoho Inventory updates for April and May 2026. These enhancements are designed to make your daily operations smoother and more efficient, from advanced inventory management and flexible pricing to automated

    • Ability to Use Both AND and OR When Creating Rules (Advanced Conditions)

      I'd like to be able to use more complicated logic when setting up rules. E.g. in Zoho Mail, I can choose "Advanced conditions (AND/OR) to create a rule that can be applied to multiple subject lines from the same sender. But in Zoho TeamInbox, I will have

    • "Make online" not clearing previously downloaded files from disk

      I downloaded a large folder via "Make offline" so I could copy it to another location. This worked. When I was done I hoped that "Make online" would restore it to the previous state where those files are not stored locally in TrueSync. This did not work—Finder

    • Permission Denied for Worklogs URL

      We're attempting to pull worklogs data from service desk plus and when using the below URL we are met with a message stating we do not have permission. https://sdpondemand.manageengine.com/api/v3/requests/xxxxxx/worklogs/ We used SDPOnDemand.requests.ALL

    • Anyone in Australia using Zoho Books AND has their account with NAB?

      Hi I have an account with both NAB and Suncorp. Suncorp transaction come in the next day however NAB transactions take 4-5 business days to appear. eg: A deposit made today in my Suncorp will be imported into Zoho tomorrow. A deposit made today to the NAB account will be imported maybe Saturday (Friday overnight). I have contacted both Zoho and NAB but noone seems to know why. I was just wondering if anyone else in Australia uses NAB and has this issue (or doesn't) maybe we could compare notes and

    • Partner with HDFC And Sbi Bank.

      Hdfc and sbi both are very popular bank if zoho books become partner with this banks then many of the zoho books users will benefit premium features of partnered banks.

    • #12 Never Leave a Billable Hour Behind

      A client approves a website redesign project. The estimated effort? 40 hours. The project is going well. A few additional review meetings are scheduled. Several rounds of content changes are requested. A few "quick fixes" get added along the way. The

    • Close task on Completion Date entry

      This discussion is similar to my issue: "backdated-task-completion-date" discussion Scenario: A bunch of tasks have been completed. But, they have not been closed. Time goes by You finally get around to closing those tasks Projects assigns the date the

    • Can I add Conditional merge tags on my Templates?

      Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letter

    • Records from ATE 29: Knowledge Base, Community, and AI for smarter User Education

      Hi Everyone, "Ask the Experts 29" was an engaging session, where we explored how to utilize the Knowledge Base for customers and internal teams, as well as emphasizing the importance of our Community. This post highlights the questions and use cases discussed,

    • Deleted User Emails

      I need to delete a user as I need to re-use their license, but I'd like to keep all their emails that are attached to various contacts in the CRM. Their emails are hosted externally on an M365 license. Anyone any idea how best to engineer this? TIA

    • Its 2022, can our customers log into CRM on their mobiles? Zoho Response: Maybe Later

      I am a long time Zoho CRM user. I have just started using the client portal feature. On the plus side I have found it very fast and very easy (for someone used to the CRM config) to set up a subset of module views that make a potentially extremely useful

    • Zoho CRM upload files error

      Since today, we have been experiencing issues with uploading photos to opportunities. The message indicates that the storage is full, but as far as I can see, there is still plenty of space available. Could there be an issue or a bug?

    • Kaizen #246 - Incoming Lead Email Intent Detection using Zia Assistant API in Zoho CRM

      Hello all! Welcome back to a fresh Kaizen week. In this post, we will explore how Zia detects positive intent from incoming emails in the Leads module using the Zia Assistant API along with Workflow Rules and Custom Functions in Zoho CRM. Use Case Problem

    • Smart URL Determination

      I would like to see Vault implement some sort of "smart" URL determination. When one starts to add a new username-password combination from a new site, Vault brings in the exact URL of the page from which this is happening. All too often, it looks something

    • Removing To or CC Addresses from Desk Ticket

      I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This results

    • Tip #76- Exploring Technician Console: Quick Launch- 'Insider Insights'

      Hello Zoho Assist Community! Welcome back to our Technician Console series. Last time we explored Power Options, and this time we are turning the spotlight on a feature that quietly saves you dozens of clicks in every session by getting you exactly where

    • Multi-Book Accounting Support in Zoho Books

      Currently, businesses that operate multiple entities, regions, or divisions need to maintain separate Zoho Books instances or resort to manual consolidation processes. This creates significant operational friction and increases the risk of errors. PROBLEM:

    • Automated Multi-Subsidiary Consolidation Engine in Zoho Books

      For organizations managing multiple subsidiaries across different geographies or business units, consolidation is a quarterly/annual nightmare. Zoho Books lacks native consolidation tools, forcing companies to export data, manipulate it in Excel, and

    • Zoho Books | Product updates | April 2026

      Hello users, Welcome to our April 2026 product updates roundup! Highlights include profit margin for sales transactions, insights in reports, recording deposits from undeposited funds in banking, and faster production workflows with improved assembly

    • Unable to charge GST on shipping/packing & Forwarding charges in INDIA

      Currently, tax rates only apply to items. It does not apply tax to any shipping or packing & forwarding charges that may be on the order as well. However, these charges are taxable under GST in India. Please add the ability to apply tax to these charges.

    • How to add packing & forwarding charge in purchase order & quotation???

      Hello Zoho Team I have just started using Zoho for my company and I wanted to make purchase order. My supplier charges fix 2% as packing & forwarding on Total amount of material and then they charge me tax. For example, Material 1 = 100 Rs Material 2

    • How to book GST paid in zoho books

      hi, i am a new user to Zoho books and not able to book GST paid in books, kindly suggest how i can book it in books. thanks, siddharth

    • [Bug] WebAuthn passkey registration blocked on rpIds with TLDs longer than 6 characters (.accountant, .technology, etc.) — isValidDomain regex too strict

      Hi, Filing on behalf of an enterprise customer where Zoho Vault is deployed across the company. The Chrome extension blocks WebAuthn passkey registration on legitimate sites whose Relying Party ID (rpId) has a TLD longer than 6 letters. This affects every

    • Zoho Payroll: Product Updates - H1, 2026

      Over the last few months, Zoho Payroll has added updates that make payroll easier to process, review, explain, and manage for businesses. The most important improvements focus on payroll flexibility, gratuity tracking, employee self-service, reporting,

    • Pushover Notification Module

      Hello, it would be good if there would be a "Pushover" (https://pushover.net/) module besides the standard SMS module. Pushover is now very well known, especially in IT, and is becoming more and more popular. The biggest advantage are the customizable

    • E-Mail Blacklist via GUI

      Hello, It would be helpful if the GUI included an option to block specific email addresses (both incoming and outgoing). I want a setting where I can completely block certain email addresses. This means that no tickets can be opened from those addresses,

    • How to migrate cpanel mail to new zoho mail?

      Hi, I have a client whose email (for his website domain) is currently on "cpanel mail". Now client wants to move to Zoho Mail. I checked migration docs and its mentioned that I can migrate using IMAP or POP but I am not getting exactly what steps should I follow in order to achieve this. As soon I will add clients domain and setup MX Records and SPF for that, I will lose access to currently setup email (cpanel mail) and without adding domain in zoho mail, I can't setup email for that. Sorry if I

    • SalesIQ Integration with LINE: API Rate Limit Issue and Pre-Chat Flow Concerns

      Hello SalesIQ Developer Team. I have investigated the issue and found that the LINE Rate Limit is being consumed unusually quickly. LINE API free usage limit: 300 messages per month per brand. This limit will be reached within the first few days. 1. LINE

    • How to Backup Zoho to PST?

      I'm looking for a simple way to backup Zoho Mail emails to PST format. I tried the IMAP method with Outlook, but it seems slow and complicated for large mailboxes. I need a solution that can: Export Zoho emails to PST Preserve attachments and folder hierarchy

    • Warehouse -> Locations Transition Causing Errors

      After saying "okay" to the transition from 'warehouses' to 'locations', I've now got shipped Sales Orders that I cannot invoice. How does one proceed?

    • Zoho CRM Community Digest - May 2026 | Part 1

      Hello Everyone! This edition introduces the new centralized Zoho Announcements Hub, a single dashboard designed to let you track and filter live product roll-outs from across the Zoho ecosystem. Alongside the Announcements Hub, this month also features

    • SalesIQ : How to disable markdown autoformatting?

      Hello Is there setting to disable "Markdown Text" this feature and enter raw markdown in plain text only format it after you send the message? Thanks

    • Converting XML to JSON

      Hi! I need to convert a variable in XML to JSON. Can i do it without using an API on deluge? I looked into the documentation but couldn't get any answers to this. Thank you in advance!

    • 元問い合わせメールに返信したときの統合処理

      ワークフロー作成したので備忘録です。 Zoho Desk で作成したメールアドレス宛てに既存のメールアドレスにきた問合せ先メールを転送してチケット作成を行っています。 元の問い合わせメールに返信、転送した際にRe,RE,re,Fw,FW,fwが件名の頭に付くため、その度に新規起票が乱立します。 メールの頭にRe,RE,re,Fw,FW,fwがある時それを除いた件名と同じ件名が既にチケット作成されていれば統合するワークフローを作成しました。 条件が緩いので既存チケットの検索で完了済みや5日以上前に作成したものは除いてもいいとは思います。

    • Marketing Automation Demo Video

      I would like to see a video demo for Marketing Automation.  Do you have one statashed away somewhere?

    • Next Page