Zoho Desk - Prévenir les agents à l’expiration d'un article

Zoho Desk propose plusieurs solutions pour automatiser les flux de travail en fonction de vos besoins. Dans cet article, nous mettons en lumière une fonctionnalité qui alerte votre équipe lorsque des articles de la base de connaissances arrivent à expiration, garantissant ainsi un contenu toujours pertinent et utile pour vos clients.

Une base de connaissances est un référentiel d’informations qu’une organisation met à disposition de ses employés, clients, partenaires et autres parties prenantes pour leur permettre de mieux comprendre ses offres. Ces informations peuvent prendre diverses formes, telles que des blogs, des guides d’utilisation, des livres blancs, des newsletters, des mises à jour de produits ou encore des FAQ. Afin de maintenir des informations à jour, Zoho Desk permet de définir des dates d’expiration pour les articles. Une fois expirés, ils sont automatiquement retirés du Centre d’aide, et, par défaut, seule une notification est envoyée à leur propriétaire.

Comment créer cette fonction client

Prérequis

1. Configurer une connexion
   

1. Accédez à Setup >> choisissez Connections sous Developer Space.
   
2. Sélectionnez Créer une connexion
   
3. Sélectionnez Zoho OAuth sous Default Connection
   
4. Donnez à la connexion le nom , eg - deskconnection
   
5. Désactivez le bouton pour les informations identifiant
   
6. Sous Scope, choisissez les valeurs "Desk.articles.READ"
   
7. Cliquez sur créer et connecter
   
8. Cliquez sur "Connecter" puis sur "Accepter"
   
9. La connexion est établie
   

2. Créer un calendrier
   

1. Allez au setup, choisissez "Planifications" sous "Automatisation"
   
2. Sélectionnez "Nouvelle planification"
   
3. Sous "Ajouter une planification", saisissez le nom de la planification et la description de la règle
   
4. Sous l'onglet "Exécuter", définissez la date et l'heure de début d'exécution de la planification
   
5. Dans l'onglet "Répéter", sélectionnez «Tous les jours», puis «Tous les [1] jours». Sélectionnez les jours en fonction de vos préférences et définissez «Fin» sur «Jamais». Cliquez sur "Terminer". Le programme s'exécutera ainsi les jours sélectionnés.
   

1. Dans la section "Fonctions", cliquez sur "Créer une fonction"
   
2. Saisissez un nom et une description pour la fonction personnalisée
   
3. Dans la fenêtre de script, insérez la fonction personnalisée ci-dessous :
   
4. Cliquez sur "Enregistrer le script"
   
5. Cliquez sur "Enregistrer" pour ajouter la fonction personnalisée.
   
6. Cliquez à nouveau sur "Enregistrer" pour valider la programmation.
   

1. // ----<<<< User Inputs >>>>----
2. subjectOfNotificationEmail = "Zoho Desk - Article Expiry Notification"; // provide subject based on your preference
3. commaSeperatedToAddresses = "email address1, email address2";//provide email addreses of team members
4. currentDateString = zoho.currentdate.toString("yyyy-MM-dd");
5. //Expiring/Expired Today
6. fromString = currentDateString + "T00:00:00.000Z";
7. toString = currentDateString + "T23:59:59.999Z";
8. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;  
9. //change .com based on your DC
10. getArticle = invokeurl
11. [
12. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
13. //change .com based on your DC
14. type :GET
15. connection:"deskconnection"
16. ];
17. emailBody = "";
18. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
19. {
20. articlesList = getArticle.get("data");
21. emailBody = emailBody + "<div> <b> List of articles expiring/expired today </b>";
22. for each  article in articlesList
23. {
24. webUrl = article.get("webUrl");
25. title = article.get("title");
26. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
27. }
28. emailBody = emailBody + "</div> <br> <br>";
29. }
30. //Expiring Tomorrow
31. currentDateString = zoho.currentdate.addDay(1).toString("yyyy-MM-dd");
32. fromString = currentDateString + "T00:00:00.000Z";
33. toString = currentDateString + "T23:59:59.999Z";
34. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
35. //change .com based on your DC
36. getArticle = invokeurl
37. [
38. url:"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
39. //change .com based on your DC
40. type :GET
41. connection:"deskconnection"
42. ];
43. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
44. {
45. articlesList = getArticle.get("data");
46. emailBody = emailBody + "<div> <b>List of articles expiring tomorrow </b>";
47. for each  article in articlesList
48. {
49. webUrl = article.get("webUrl");
50. title = article.get("title");
51. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
52. }
53. emailBody = emailBody + "</div> <br> <br>";
54. }
55. //Expiring in 7 days
56. currentDateString = zoho.currentdate.addDay(7).toString("yyyy-MM-dd");
57. fromString = currentDateString + "T00:00:00.000Z";
58. toString = currentDateString + "T23:59:59.999Z";
59. info "final url " + "https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString;
60. //change .com based on your DC
61. getArticle = invokeurl
62. [
63. url :"https://desk.zoho.com/api/v1/articles?expiryTimeRange=" + fromString + "," + toString
64. //change .com based on your DC
65. type :GET
66. connection:"deskconnection"
67. ];    
68. if(getArticle != null && getArticle != "" && getArticle.get("data").size() > 0)
69. {
70. articlesList = getArticle.get("data");
71. emailBody = emailBody + "<div><b> List of articles expiring in 7 days </b> ";
72. for each  article in articlesList
73. {
74. webUrl = article.get("webUrl");
75. title = article.get("title");
76. emailBody = emailBody + "<div><br><a href='" + webUrl + "'>" + title + "</div>";
77. }
78. emailBody = emailBody + "</div> <br> <br>";
79. }
80. info "emailBody" + emailBody;
81. if(emailBody != "")
82. {
83. sendmail
84. [
85. from :zoho.adminuserid
86. to :commaSeperatedToAddresses
87. subject :subjectOfNotificationEmail
88. message :emailBody
89. ]
90. info "mail sent";
91. }

À savoir

• À la ligne 2, saisissez l'objet de l'e-mail de notification.
  
• Dans la ligne 3, saisissez les e-mails des membres de l'équipe que vous souhaitez notifier.
• Dans les lignes 8,12,34,38,59,63, remplacez « .com » par l'extension de domaine correspondant à votre centre de données.
  

Cela vous permet de assurer des mises à jour rapides et une publication fluide, permettant ainsi la pertinence de votre base de connaissances et l'accès de vos clients aux ressources les plus récentes.

L'équipe Zoho France

• Topic Participants

• Kinjal Lodaya

  

• Sticky Posts

• Desk - Astuce #5 : Déplacer les tickets entre les départements

  Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles

• Zoho Desk - Nouveautés 2023

  Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service

• Desk : Le cycle de vie d'un ticket - Introduction

  Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.

• Zoho Desk - Chapitre 1 : Anticipez vos besoins

  Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

• Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

  Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres

• Recent Topics

• Support Bots and Automations in External Channels

  Hello Zoho Cliq Team, How are you? We actively use Zoho Cliq for collaboration, including with our external developers. For this purpose, external channels are a key tool since they work seamlessly within the same interface as all of our other channels

• Answer Bot and Personalized Questions

  Hi there, I have the same problem using the SalesIQ Answer Bot and the Zoho Desk Answer Bot (which really need different names, to be honest, in order to avoid confusion...) Customers that visit our website ask questions in the form of "What do you do?"

• Handling Greetings/Small Talk at the Beginning of a Zobot Conversation

  Hello everyone, I’m currently configuring a **Zobot** in Zoho SalesIQ and everything is working as expected, except for one specific scenario at the very beginning of the conversation. My target audience has the habit of starting with a **greeting or

• Regex in Zoho Mail custom filters is not supported - but it works!

  I recently asked Zoho for help using regex in Zoho Mail custom filters and was told it was NOT supported. This was surprising (and frustrating) as regex in Zoho Mail certainly works, although it does have some quirks* To encourage others, here are 3 regex

• Importing a new list into campaigns

  I'm in the middle of switching my email platform to campaigns. I have a list that I want to import, and it overlaps with my existing Zoho CRM list. The fields in my Zoho CTM are more robust. Will this new list that I upload into my campaigns overwrite

• when I email a invoice how can i see it was sent and also were i can go to see all emails sent

  when I email a invoice how can i see it was sent and also were i can go to see all emails sent?

• Export Invoices to XML file

  Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

• Showing description in timesheet and timelogs.

  I am wondering if it’s possible in version 5 of Zoho People to have the description show by default or with a manipulation on the user’s part. Let me show you what I mean. As you can see this is the view for the users. Now if they want to see the full

• How can I see content of system generated mails from zBooks?

  System generated mails for offers or invices appear in the mail tab of the designated customer. How can I view the content? It also doesn't appear in zMail sent folder.

• CRM Blueprint Notification by Cliq

  Dear Zoho team, In Workflow, there is nofication by cliq, but in blueprint, there is no option as cliq notification. I think it is very convenient to get notified by Cliq , as there are multi modules in apps, but we will always check Cliqs

• Zoho People Attendance Regularization – Wrong Total Hours Displayed

  While using Zoho People, I observed that the attendance regularization is showing wrong total hours when applied to past dates. For example, if a check-in is added at 10:00 AM and check-out at 6:00 PM for a previous date, the system sometimes calculates

• Sync Contacts in iOS

  What does the "Sync Contacts" feature in the iOS Zoho Mail app do?

• Live webinar: Craft the ideal sales pitch deck with Show

  Every great sale starts with a great story. And your pitch deck? That’s where the story takes shape. But too often, these presentations end up looking generic, overloaded with text, or lacking structure. The good news is, it's easier to fix than you think!

• Project Statuses

  Hi All, We have projects that sometimes may not make it through to completion. As such, they were being marked as "Cancelled". I noticed that these projects still show as "Active" though which seems counter intuitive. In fact, the only way I can get them

• 👋 Welcome to the Zoho MCP Community

  Hello all, glad to have you here! This is your space for everything AI agents, MCP tools, and intelligent business apps. This community is for you — developers, partners, creators, and businesses exploring how agents can transform work. Whether you’re

• Suitability of Zoho One (Single User License) for Multi-State GST Compliance & Cost Analysis

  Hello Zoho Team, I am an e-commerce business owner selling on platforms like Amazon, Flipkart, and Meesho, and I'm currently using their fulfillment warehouses. I have two GSTIN registrations and am planning to register for an additional 2-3 to expand

• DNS Manager

  Where Can I find my DNS manager so I can link this to click funnels or AWEBER

• Forwarder

  Hi, I tried to add a forwarder from which emails are sent to my main zoho account email . However, it asks me for a code that should be received at the forwarder email, which is still not activated to send to my zoho emial account. So how can I get the

• Forwarder

  Hi, I tried to add a forwarder from which emails are sent to my main zoho account email . However, it asks me for a code that should be received at the forwarder email, which is still not activated to send to my zoho emial account. So how can I get the

• How do I sync multiple Google calendars?

  I'm brand new to Zoho and I figured out how to sync my business Google calendar but I would also like to sync my personal Google calendar. How can I do this so that, at the very least, when I have personal engagements like doctor's appointments, I can

• Need to extract date from datetime field

  I have a datetime field and need only the date part from it. I am unable to find a built-in function that would be <DateTime>.Date(). I don't think I want to go the string conversion route of converting the datetime to string and then parsing out values and create a date out of it. Any one out there has a better solution to this? Thanks in adavnce. Regards Moiz Tankiwala Smart Training & IT Solutions

• How to Hide Article Links in SalesIQ Answer Bot Responses

  I have published an article in SalesIQ, and the Answer Bot is fetching the data and responding correctly. However, it is also displaying the article link, which I don’t want. How can I remove the link so that only the message is shown?

• New in Cadences: WhatsApp follow-ups, upgraded limits, and options for add-ons

  Hello everyone, We're rolling out two key updates to help you engage better and scale smarter with Cadences in Zoho CRM. Reach customers on WhatsApp, directly from Cadences Previously, Cadences have enabled you to automate follow-ups through emails, calls,

• additional accounts

  If I brought 5 emails to my account. Can I later buy additional emails.

• Issue in Zoho People Regularization – Incorrect Hour Calculation

  I have noticed that when applying attendance regularization in Zoho People for previous dates, the total working hours are not calculated correctly. For example, even if the check-in is 10:00 AM and check-out is 6:00 PM, the system shows an incorrect

• Why I am unable to configure Zoho Voice with my Zoho CRM account?

  I have installed Zoho Voice in my Zoho CRM, but as per the message there is some config needed in Zoho Voice interface. But when I click on the link given in the above message, I get an access denied page.

• Issue with Hour Calculation in Zoho People Attendance Module

  I have noticed an issue in the attendance regularization feature of Zoho People. When trying to regularize past dates, the total working hours are not calculated correctly. For example, if I enter a check-in and check-out time for a previous day, the

• Cliq Meeting Calls No Audio and Screen Share

  When in a Cliq channel meeting, the audio does not work at all on pc. When i use my phone as audio source, screen share on pc does not work. I have updated audio drivers but the strangest thing is that during a 1 on 1 call, it works well. Therefore the

• Bug in Total Hour Calculation in Regularization for past dates

  There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM check

• Work anniversary and birthdays on connect

  Hello, I like the idea of having employee's work anniversary and birthdays on the dashbaord. Do you have to have the employee complete this information themselves in connect settings, or does it pull from their directory settings? (ie. we use Zoho one

• Alias Email Id already exists

  Hi I'm trying to create an alias : contact @ yoavarielevy.co.il but i get the message  Alias Email Id already exists I had an account with the same name but I deleted it. Can you help? Thanx Yoav

• BANK FEED - MAYBANK , provider from YODLEE IS NOT WORKING

  As per topic, the provider YODLEE is not working for the BANK FEED. It have been reported since 2023 Q3, and second report on 2023 Q4. now almost end of 2024 Q1, and coming to 2024 Q2. Malaysia Bank Maybank is NOT working. can anyone check on this issue?

• Feature Request: Ability to Set a Custom List View as Default for All Users

  Dear Zoho CRM Support Team, We would like to request a new feature in Zoho CRM regarding List Views. Currently, each user has to manually select or favorite a custom list view in order to make it their default. However, as administrators, we would like

• Adding Multiple Products (Package) to a Quote

  I've searched the forums and found several people asking this question, but never found an answer. Is ti possible to add multiple products to a quote at once, like a package deal? This seems like a very basic function of a CRM that does quotes but I can't

• Zoho Commerce in multiple languages

  When will you be able to offer Zoho Commerce in more languages? We sell in multiple markets and want to be able to offer a local version of our webshop. What does the roadmap look like?

• webinar registration confirmation are landing in SPMA folders

  I am trialing zoho webinar and do not have access to custom domains. When I test user registrations, they are working but the resulting confirmation email is landing in a spam folder. How can I avoid this?

• Making digital signatures accessible to all: Introducing accessibility controls in Zoho Sign

  Hi there! At Zoho Sign, we are committed to building an inclusive digital experience for all our users. As part of our ongoing efforts to align with Web Content Accessibility Guidelines (WCAG), we’re updating the application with support that will go

• Is there a way to set Document Owner/Sender via the API

  When sending requests for zoho sign, it would seem zoho uses the id of the person that created the zoho api cred to determine the owner_id, is there a way to set a default for this?

• Transition Criteria Appearing on Blueprint Transitions

  On Monday, Sept. 8th, the Transition criteria started appearing on our Blueprints when users hover over a Transition button. See image. We contacted Zoho support because it's confusing our users (there's really no reason for them to see it), but we haven't

• Delegates should be able to delete expenses

  I understand the data integrity of this request. It would be nice if there was a toggle switch in the Policy setting that would allow a delegate to delete expenses from their managers account. Some managers here never touch their expense reports, and

• Next Page