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 OAuth under Default Connection.
      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. 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. }
Notes
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"}

13. Click Edit Arguments and include the argument mapping as below: 
14.1 In the Name field, type ticketId and select TicketId under the Tickets Section, from the Value drop-down list.
14.2 Add another Name field, type accountId and select Account Id under the Accounts Section, from the Value drop-down list.
14. Click Done. 
15. Click Save to save the custom function.
16. 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

    • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

      After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which

    • 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

    • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

      Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is

    • 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. 

    • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

      Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting

    • Recent Topics

    • Deleting Views

      How do you delete views? Please syd

    • Suppress "spreadsheet will not be saved" message on published sheet

      I have published a sheet and have one column on that sheet that the user can edit (a dropdown picklist where the user can select the status for each line). Is there a way to suppress the Zoho Sheet message "Any changes made to this published spreadsheet

    • Zoho Forms Unable to Save Account Numbers with a Leading Zero

      We are using Zoho Forms to for rental applications. It is working well, except for one thing:  when a user enters their bank account information, and that account number actually starts with a ZERO (like 00123456) the Zoho form will return the value without

    • Profit on Sales order

      Hi, would it be possible to implement a column at the Sales order overview of Purchase amount? So a field with the amount of all purchase related to this Sales order? This is very usefull so you will see the profit you made on this deal. I tried to get

    • How to include GST% in PO amount?

      Currently when I raise PO, the basic price of the item is used. However, the GST is not calculated and added along with the basic amount. I have added a Custom field for GST in the PO but I need Zoho Inventory to calculate the GST amount and add it with the Basic price to give me the final PO price.

    • No Sales Returns on SO's with Dropped Shipped items + Inventory Items

      We have encountered an issue in Zoho related to sales orders that include both dropshipped items and inventory items. Specifically, it is currently not possible to create sales returns for the company’s own inventory items from these sales orders. This

    • sitemap in zoho sites not updating

      I checked my sitemap and it has not added any updates. Do I have to generate one manually all the time or is zoho sites suppose to generate and update it?

    • Is it possible to trigger the review process when a record is edited?

      Hello, I need to trigger a review process whenever a field is updated to a specific value. This field is empty when the record is created and is only filled later. I know the approval process exists, but that's not what I'm looking for in this case. What

    • I trying to connect our PM tool but API shows failure

      Hi All, in ZOHO CRM when an enquiry stage is moved to WON then I have created a rule to trigger POST URL to thrid party AP and then create a function for mapping with below code void automation.kytesfunctions(String enquiryId) { // Fetch enquiry details

    • 2 serial numbers for 1 item (Mac address and Serial number)

      There is a way to track 2 serial number type for 1 Item. Ex: Some electronic devices have a MAC address and a serial number. I need to track those 2 numbers

    • Sample Ticket - Created from Bot Preview

      Why is Zoho desk adding bot created tickets?

    • Webhook data is not being received

      We’ve set up the webhook with a public URL that returns a 200 status on Postman. However, when we ran a test, we didn’t receive anything in the req.body object or see any data from the POST request. As a team of freshers still learning the ropes of development,

    • Finding draft ticket replies

      Is there a way to see all tickets which have draft replies?

    • Number of Workflow runs

      Is there a way in Zoho desk to see statistics regarding workflows, rules and other automation objects? Would be nice for several reasons: You could ensure that your workflows are actually running. You could determine which ones weren't being used so you

    • Mail is no longer populating CRM contacts

      Hi! For the last few days, my mail hasn't been populating my CRM contacts. Even people I email multiple times per day. In fact, it keeps trying to send mail to myself. Notice, I started typing Amy and only got as far as, "Am" and it suggested myself.

    • Zoho Support is indeed shocking and difficult to get a response with

      All our business emails have an auto-foward set up on them so that they also go to our GMAIL accounts so that we receive them to the relevenat people. The emails are indeed auto forwarding and arriving to our GMAIL accounts but when you log into your

    • Not able to change colors help center

      Hi. How can I change the orange color in the help center? You can change everything besides this font color And how can I remove the part on the bottom?

    • Chart with Filtered Data vs Unfiltered Data

      I am looking to create a chart view that displays the full data set vs a subset of the data filtered by user filter. However I do not seem to find any method by which to exclude a plot from the applied filter or any other method by which to display the

    • How to get a list of selected records into a button-function? Here is how!

      So, you might know already how to get a button on a page somewhere and perform actions with a function when pressed, but how about a button that only works with the records you selected in the list view? The button selected is a custom button in the modules

    • Issue with Create Note Button and Popup Form in Leads Module

      Hello Zoho Community, I am trying to implement a "Create Note" button in the Leads module with the following functionality: 1. When the button is clicked, a form should pop up with fields to add notes. 2. After filling out the form and clicking Send,

    • How to Add Break line / Return on button click

      I need to return the text concate with difference field from lead with line break i try "\r" ,"\n" "<br>" return "ali \r\n <br> baba"; None of above work.  i expected result something like this  ali baba but got this  ali \r\n <br> baba so, how can i

    • How to get batch number of item by api?

      Hi there, Is there any way to get batch number of item by api? Batch number is the batch reference number in https://www.zoho.com/inventory/help/advanced-inventory-tracking/batch-tracking.html . When I call the https://www.zoho.com/books/api/v3/#Items_Get_an_item

    • Automatically assign Contacts to Account owners

      Hi, I have a finite number of accounts set up in the CRM, and each new contact that comes in is automatically assigned to an Account according to a rule I set up. I want the Contact owner in the Contacts module to be assigned to the relevant Account owner.

    • Filter embedded report

      How to filter embedded report in a page, below code is not working. dateField => startDate & dateField=< endDate The report should print on page containing records from startDate to endDate. params='zc_Header=true&amp;Service_Date__gte=<%=startDate%>&amp;Service_Date__lte=<%=endDate%>'

    • Serious question: Are there actually "solo-preneurs"/small business owners who made Zoho-one work well for them?

      L.S. After already many years of continued struggle with Zoho-One, I am seriously wondering if there are actually solo-preneurs (one person small business owners - without a large, dedicated IT dept.) who got it (Zoho-One) to work well for their businesses.

    • Announcing new features in Trident for Windows (v.1.18.6.0)

      Hello Community, Trident for Windows is here with some new features to elevate your workplace communication. Let's take a quick look at what's new. Ask and send read receipts for emails You can now request read receipts for specific emails while composing,

    • Increase subscription prices for existing subscriptions

      Hi, Does anyone know how we could achieve the ability to increase the subscription fee for our existing customers based on a % increase. We are not yet using Zoho Billing (Subscriptions) and I'm not sure if it is a good fit for us. But we would need to

    • Why developing custom function development made so difficult for Zoho Projects!!

      Hi Zoho Team, I am trying to write function to automate a process but whatever API name or Column Name I use, the API isn't populating certain fields. Even the standard fields aren't getting populated through API. It's already exhausting to find all API

    • Delete / Modify Default Career Site - Zoho Recruit

      Hello, It would be very useful if we could delete a default career site or change which of our career site is the default. Our Career site was created when there were issues with Zoho Recruit creating English CTA buttons on French Career sites. The only

    • Data not visible in sheet cells

      I'm having an issue where my data is not visible in my sheet cells. If I click on an individual cell, the data does display above in the little "fx" box. But all the boxes in the sheet just look blank. My collaborators do not have this issue. I have checked

    • PO receive limitations

      It is VERY common to receive more or less that the PO quantity. It's totally ludicrous to limit the maximum receive to the PO quantity! What if the receive is 0.00001 less than the PO quantity - it leaves the PO as "Partially received" The current options are to edit the PO manually before finalizing the receive, an outrageous situation ! Please Zoho guys - this is an infuriating oversight & can be easily resolved by introducing the option as shown in the attached document ......

    • Document images

      We used to be able to rotate the images but this has now been removed ???

    • How to add new deal to existing contact

      Hi, I want to add new deal to existing contact.

    • Why don't we have better integration with Mercado Pago or Pagseguro?

      Currently, the integration between Zoho Commerce and Mercado Pago for Brazil is very poor... Since it is old, it does not include the main payment method in Brazil today, which is PIX. Is there a date for this to finally be launched? There are numerous

    • Why is there no integration with native Brazilian shipping methods?

      Zoho Commerce is a powerful platform for e-commerce, but its lack of integration with native Brazilian shipping solutions is a significant limitation for users in Brazil. Integrating with popular shipping providers like Correios, Frenet, and Kangu would

    • Alert for Back Navigation in Zoho Creator Widgets on Mobile Apps

      In Zoho Creator widgets, when a user navigates back on mobile devices, the data within the widget is reset. This leads to a loss of any unsaved changes or inputs, causing frustration for users. To enhance user experience, we need to implement a confirmation

    • Mapping Zoho Projects into Cliq Channels

      why arent all the Zoho Projects listed from the drop down menu when trying to Map them into Zoho Cliq Channels. The system doesnt allow me to type the name of the project but gives a drop down of a list of projects however it doesnt give me a list of

    • Input GST Reversal for damaged goods

      In our line of business, some items are damaged and we are doing inventory adjustments to remove them from stock. However, as per GST guidelines, there is a specific rule that we have to reverse Input GST availed for such items and needs to be reported

    • Develop and publish a Zoho Recruit extension on the marketplace

      Hi, I'd like to develop a new extension for Zoho Recruit. I've started to use Zoho Developers creating a Zoho CRM extension. But when I try to create a new extension here https://sigma.zoho.com/workspace/testtesttestest/apps/new I d'ont see the option of Zoho Recruit (only CRM, Desk, Projects...). I do see extensions for Zoho Recruit in the marketplace. How would I go about to create one if the option is not available in sigma ? Cheers, Rémi.

    • Tracking new lead response time

      Hi, I have a team of Sales Development Reps, who have a KPI of responding to a lead within 20 mins or less once it hits the system.  I seem to recall that Zoho CRM had the capability to track this in a previous version, but don't see it anywhere.   It's

    • Next Page