Automation#19:Auto-Close Tickets Upon Task Completion

Automation#19:Auto-Close Tickets Upon Task Completion



Hello Everyone!
We’re excited to bring you another custom function this week. In this edition, we’ll show you how to automatically close tickets when all associated tasks are marked as completed.

Let’s see how ZylkaPure, a leading water filter company, benefits from this functionality. ZylkaPure specializes in installing and servicing water filters for homes and offices. When a customer books a service, a ticket is created, and the specific tasks required for the service are added to it. As service engineers carry out the necessary work, they update the status of each task. Once all tasks are marked as completed, the system automatically closes the ticket, ensuring a streamlined process and reducing manual follow-ups.

Implementing this custom function in your portal can automate ticket closure and simplify your workflow. Follow these steps to set up the automation in your system.

Prerequisites
1. Create a connection
      1.1 Go to Setup and choose Connections under Developer Space.
      1.2 Click Create Connection.
      1.3 Select Zoho Desk under Default Services.
      1.4 Give the connection name as closeticketbytask.
      1.5 Under Scope, choose the below scope values:
            Desk.activities.READ
            Desk.activities.tasks.READ
            Desk.tickets.UPDATE
      1.6 Click Create and Connect.
      1.7 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 Tasks 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 and select the field Status to execute this rule every time the task status is updated.  
8. Click Next.
 
In the Criteria section
9. Specify the criteria as Status is Completed, AND Completed Time is not empty.

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 taskId and from the Value drop-down list, select Task Id under Task Section.
 12.2 In the Argument Name field, type associatedTicketId, and from the Value drop-down list, select Ticket Id under Tasks Section.                                                    
13. In the script window, insert the Custom Function given below:
  1. // ----<<<< User Inputs >>>>----
  2. // --- Replace ".com" with appropriate domain based on your DC
  3. deskURL = "https://desk.zoho.in";
  4. // --- Enter a status name to indicate the 'completed' status of a task ---
  5. taskCompletedStatusName = "Completed";
  6. taskCanceledStatusName = "Canceled";
  7. // --- Enter the name of the custom status to be updated in the Ticket after the completion of all the associated Tasks ---
  8. statusNameToUpdateInTicket = "Closed";
  9. // ----<<<< Initial Configs >>>>----
  10. logs = Map();
  11. logs.insert("taskId":taskId,"associatedTicketId":associatedTicketId);
  12. tasksListToProcess = List();
  13. shallUpdateTicketStatus = false;
  14. //---------------------------
  15. try
  16. {
  17.  // ---- Check to find the Task and Ticket association ----
  18. isTicketAssociatedWithThisTask = !isNull(associatedTicketId) && !isEmpty(associatedTicketId);
  19.  if(isTicketAssociatedWithThisTask)
  20.  {
  21.   // --- Get the list of all tasks associated with this ticket ---
  22.   getTasksListApiParam = Map();
  23. getTasksListApiParam.insert("from":0,"limit":100,"isSpam":false,"sortBy":"createdTime");
  24.   logs.insert("getTasksListApiParam":getTasksListApiParam);
  25.   getTasksListApiResponse = invokeurl
  26.   [
  27.   url :deskURL + "/api/v1/tickets/" + associatedTicketId + "/tasks"
  28.   type :GET
  29.   parameters:getTasksListApiParam
  30.   headers:{"Content-Type":"application/json"}
  31.   connection:"closeticketbytask"
  32.   ];
  33.   logs.insert("getTasksListApiResponse":getTasksListApiResponse);
  34.   isValidToProcess_getTasksListApiResponse = !isNull(getTasksListApiResponse) && !isEmpty(getTasksListApiResponse) && getTasksListApiResponse.size() > 0 && getTasksListApiResponse.containsKey("data");
  35. logs.insert("isValidToProcess_getTasksListApiResponse":isValidToProcess_getTasksListApiResponse);
  36.   if(isValidToProcess_getTasksListApiResponse)
  37.   {
  38.   tasksListToProcess = getTasksListApiResponse.get("data");
  39.   }
  40.  }
  41. logs.insert("isTicketAssociatedWithThisTask":isTicketAssociatedWithThisTask,"tasksListToProcess_size":tasksListToProcess.size());
  42.  if(tasksListToProcess.size() > 0)
  43.  {
  44.   // --- Check to ensure that all tasks are completed or not ---
  45.   for each  currentTaskDetail in tasksListToProcess
  46.   {
  47.   currentTaskStatusName = currentTaskDetail.get("status");
  48.   currentTaskCompletedTime = currentTaskDetail.get("completedTime");
  49. if((currentTaskStatusName == taskCompletedStatusName || currentTaskStatusName == taskCanceledStatusName) && !isNull(currentTaskCompletedTime))
  50.   {
  51.   shallUpdateTicketStatus = true;
  52.   }
  53.   else
  54.   {
  55.   logs.insert("notCompletedTaskId":currentTaskDetail.get("id"));
  56.   shallUpdateTicketStatus = false;
  57.   break;
  58.   }
  59.   }
  60.  }
  61.  logs.insert("shallUpdateTicketStatus":shallUpdateTicketStatus);
  62.  if(shallUpdateTicketStatus)
  63.  {
  64.   // --- Update status field to the associated ticket ---
  65.   ticketUpdateApiParam = Map();
  66.   ticketUpdateApiParam.insert("status":statusNameToUpdateInTicket);
  67.   logs.insert("ticketUpdateApiParam":ticketUpdateApiParam);
  68.   ticketUpdateApiResponse = invokeurl
  69.   [
  70.   url :deskURL + "/api/v1/tickets/" + associatedTicketId
  71.   type :PATCH
  72.   parameters:ticketUpdateApiParam.toString()
  73.   headers:{"Content-Type":"application/json"}
  74.   connection:"closeticketbytask"
  75.   ];
  76.   logs.insert("ticketUpdateApiResponse":ticketUpdateApiResponse);
  77.  }
  78. }
  79. catch (errorInfo)
  80. {
  81.  logs.insert("errorInfo":errorInfo);
  82. }
  83. info "logs: \n" + logs;
  84. if(logs.containKey("errorInfo"))
  85. {
  86.  ths "Error happen in the CF execution";
  87. }
NOTE
a. In Line 3, Replace ".com" with appropriate domain extension based on your Data Center.

In case you have a custom name for the task status or ticket status, you can make suitable changes in the following lines:
b. Line 7 ==> Enter a status name to indicate the 'completed' status of a task
c. Line 9 ==> Enter the name of the status you want to be updated in the Ticket after the completion of all the associated Tasks
14. Click Save to save the custom function.
15. Click Save again to save the workflow.

We trust this solution will streamline your workflow! Stay tuned for more fresh insights and tips to help you make the most of Zoho Desk and optimize your experience.



    • 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

    • Exporting tickets

      I went to Setup -> Organization -> Import/Export in order to export tickets but found 2 issues: 1. The email body never gets exported. 2. There are some large numbers (like 5.57E+16) under certain columns of the exported CSV file. I could not find any export options. Please can you help with this?

    • Copy field information to clipboard

      I need to be able to transfer some field information in to the clipboard, so that I can then paste it in to our helpdesk system. Is there a way I could add a button to a detail report that does this?

    • Issuing reconciling a bank statement

      HELP! I'm trying to reconcile a bank statement. The prior month reconciled perfectly. Beginning balance is correct yet I'm off by the same amount each time. Both myself and my office manager, separately and together, have tried to complete this reconciliation

    • Detect and ignore bots in visitors

      The SalesIQ visitor numbers are basically useless to us because there is no bot detection. We get the same bots coming in from the same countries looking at the same pages every day. It can't be that difficult to tell the difference between an actual

    • Add Real-Time Microphone Audio-Level Indicator During Screen Recording

      Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an important enhancement to the Zoho WorkDrive screen-recording experience. Current Limitation: During a recording session, there is no visual indication that the microphone is

    • Zero Personalization of the File Sharing Experience

      By now (2025) this is the maximum level of personalization available for a Zoho sharing link. We gently asked Zoho if we could modify at least the background, and they replied that it cannot be customized. We're truly disappointed – and surprised every

    • Request for Solution to Reverse $500,000+ FY2024 Inventory/COGS Discrepancy in Zoho

      Dear Zoho Support Team, I hope you are doing well. We are contacting you regarding a significant discrepancy in our financial data within Zoho Books/Inventory, and we urgently need your guidance on how to correct and reverse these issues. After reviewing

    • Two factor authentication for helpdesk users

      The company i work for wants use the helpdesk site in Zoho desk, as a place for their distribution partners to ask question and look for information about our product. The things there is suppose to go up there is somewhat confidential between my company

    • Kiosk can't merge picklist or multiselect

      There is no ability to load a multiselect or picklikst field into a kiosk with the values that have been previously selected. So, I essentially have 3 unacceptable options: 1.)Load the value into a text string and include instructions like this: "Picklist

    • AGE field from DATE OF BIRTH Field.

      HI! I have a field called date of birth in my CRM (LEADS, CONTACT etc…)     How can I know the AGE today   I would like to create a field AGE. I now how to create a field but I don´t which calculation (CUSTOM FUCTION) to make ¿ANY HELP?

    • How to update/remove file in zoho creator widgets using javascript API

      Hi Team, I have developed a widget which allows inserting and updating records I have file upload field with multiple file upload. Now while doing insert form record, I am using uploadFile API to upload files for that record. I am using updateRecord API

    • Announcing new features in Trident for Windows (v.1.34.4.0)

      Hello Community! Trident for Windows just got better! With this update we have features that make your daily work easier and more efficient. We've added some features that are exclusive to our app and we're sure you'll find them useful. Let’s dive into

    • Report Hover Setting

      Would be great if we will able to show information to the user while hovering a record in a report.

    • Vertical images displayed as horizontal

      Some pictures that originally are in vertical position are displayed in horizontal after the upload. It seems that system rotates them by 90 degrees. How can I fix this issue?

    • Plug Samples #12: Verify Customer Mobile Numbers with OTP to Avoid Spam Entries

      Hi Everyone! Verifying customer information is critical in business to filter out junk data and spammers. Whether it’s lead generation, appointment booking, or any other operation, ensuring quality data is essential for driving meaningful outcomes. A

    • Zoho Desk iOS app update: Saved filters and sort options

      Hello everyone! Saved filters created on the web(desk.zoho.com) for tickets are now accessible on the Zoho Desk iOS app. You can easily rename, delete, or clear filters on the go. We have also introduced Sort options on the ticket listing screen, allowing

    • Big Things Just Dropped in the SalesIQ Universe: Top Upgrades You’ll Love in Nova’25

      Nova'25 has landed, and it’s packed with meaningful upgrades to help you engage smarter, work faster, and scale with ease. Whether you're into proactive messaging, smarter automation, or better admin control, there's something here for everyone. Here's

    • Time Entries in Analytics

      I am trying to import a zoho sheet into zoho analytics. In my sheets one of the columns has "time Entries" in this "format HH:MM am/pm" example 11:00 PM. After import, i noticed that analytics converted the time to "00 Jan 1900 23:00:00".. how do i maintain

    • Amazon invoice in Zoho Books

      I have just made my first few sales on Amazon India. Amazon Seller account generates invoices for the sales made on Amazon. These invoices are sent to customers also. Now when I was only making offline sales, I used to create Invoices in Zoho Book. Now

    • Zoho Creator Upcoming Updates - November 2025

      Hello everyone, Welcome to your monthly roundup of new features and enhancements! We hope you've already taken a look at Release Projection 2—it details the features coming your way for the rest of the year. And this month, we're excited to start rolling

    • Zoho Webinar + HubSpot : Simplifiez la gestion de vos données de webinaires

      Les webinaires sont aujourd’hui essentiels pour interagir avec vos prospects et vos clients. Cependant, la gestion des données entre plusieurs plateformes peut vite devenir complexe. Grâce à la nouvelle intégration entre Zoho Webinar et HubSpot, vos outils

    • I am trying to give access to one of our educators access to 3 forms in Zoho and she is not able to view the data - Access issue

      Hi Team, When I try to provide read access to one of our educators on Zoho for Pre-training , post training and Impact survey forms submit form access which also allows them to read , it does not show them data

    • 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

    • PUNJAB NATIONAL BANK (CORPORATE) INDIA - NOT AVAILABLE IN BANKING

      Dear sir, Kindly fix it. PUNJAB NATIONAL BANK (INDIA) is available but PUNJAB NATIONAL BANK (CORPORATE) is not available. Kindly enable this banking since we need to categorize the entries. Regards, Sanjay Jena email id/ user id : travewithmerchant@

    • Unable to Delete Items – No Visible Transactions but Error “Items which are a part of other transactions cannot be deleted…”

      Hello Community, We are using Zoho Inventory for our business and encountered a persistent issue that is preventing us from deleting certain items. The message shown is: “Items which are a part of other transactions cannot be deleted. Instead, mark them

    • Kaizen #216 - Actions APIs : Email Notifications

      Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are

    • Your bot just got smarter: AI-Powered routing that reads between the lines

      What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

    • Weekly Tips : Master Keyboard Shortcuts in Zoho Mail

      If you spend a lot of time managing emails, switching between your mouse and keyboard can slow you down. Whether you are replying to clients, organizing your inbox, or searching for messages, every second counts. So, how can you streamline your email

    • Introducing custom lookup fields in the Tickets, Contacts, and Accounts modules

      Hello all, We are excited to announce a new enhancement that will empower you to further customize the Tickets, Contacts, and Accounts modules. Now, you will be able to create custom lookup fields in your Tickets, Contacts, and Accounts layouts for more

    • DKIM cannot be enabled for the domain as no verified default selector present

      Can't get the DKIM working. May you please check my account (nksy.us) to see what's wrong?

    • Collections Management: #3 Tackling Payment Failures

      Sam refreshed the dashboard. "Payment failed". Same customer. Same subscription. This is happening for the third time. He sends a usual email: "Your renewal payment failed again. Could you please check and retry?" A couple of days passed, and there was

    • How do I increase the email attachment size in Zoho CRM ?

      It looks like I'm limited to 10MB when sending an attachment using the email widget on a record in Zoho CRM. Is there a way to increase the size? Or can I use some other tool? From what I'm reading online, I'm maxed out at 10MB. Any insight would be greatly

    • WhatsApp Channels in Zoho Campaigns

      Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.

    • Zoho sign and creator error message {"code":9043,"error_param":"Checked by","message":"Extra key found","status":"failure"}

      Good day, I receive the error message: {"code":9043,"error_param":"Checked by","message":"Extra key found","status":"failure"} when running below code from creator to sign, void TestForSign(int ID) { //Fetch Template Details (Optional, for dynamic mapping)

    • Download a writer template as .docx instead of .pdf.

      I have been trying to implement a feature to download a writer template as a .docx and got it working partly but it isn't good. Earlier I checked our code and I saw openurl("https://crm.zoho.com/crm/org121314/specific/Template.do?action=print&step=pdfPreview&id="

    • Allow the usage of Multi-Select fields as the primary field on "Layout Rules"

      We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory field

    • Extract Archived Projects using Zoho Projects API

      In my organization we archive the projects when they are already completed, charged, invoiced, so that only those that are still pending process remain active. I need to access all projects (active and archived) from an external system, but the API v3

    • Ask the Experts: Five-hour live Q&A session with Zoho WorkDrive product experts

      Have questions about WorkDrive 5.0? Let’s talk! We recently launched Zoho WorkDrive 5.0, packed with powerful updates to help your team work smarter, stay secure, and get more value from your business content. From content-centric workflows and AI-powered

    • File upload support for subforms

      Dear All, Subforms help you add and track data related to your CRM records. We've always supported most of the commonly used field types in subforms, so as to cater to your business requirements. Now we're happy to extend support to file upload fields.

    • Circular record relationship in CRM

      Given there is a lookup in custom module Transactions creating a related list on the chosen Contact record. I. e. a lookup field on Transactions module points to Contacts. The related list on a Contact record can thus have have many transaction records.

    • Next Page