Automation - Assign ticket owner via e-mail command

Automation - Assign ticket owner via e-mail command




Hello there,

I've created a nifty custom function for Zoho Desk that simplifies ticket management. You send an email to the support address and you already know the perfect employee for the task at hand. But then comes the tedious part: after you send the email, you have to open Zoho Desk and manually assign the right agent. And that's where this nifty feature comes in! By using a command directly in the email, you can seamlessly determine and assign the agent without having to take that extra detour. How cool is that?

How it Works

You send an e-mail containing a command:
#ticket_owner="example@example.org"

A new ticket is created and the agent who has the e-mail address example@example.org is automatically assigned as the ticket owner.

A comment is created which informs you that the assignment was made on the basis of an automation/workflow rule.


Adjustment options / settings

You can choose the syntax of the command as you wish. 

#ticket_owner="~"
or
agent="~"
or however you like...

You can freely determine the content of the automatic comment. The ~ character is automatically replaced by the e-mail address. You can also determine whether the automatic comment should be written at all. If you find it useless, simply turn it off. 

Logging / error message

If something goes wrong and problems arise, you can be informed via email. You also have the option of logging the errors in an analytics table.



Setting it Up

  1. Go to Developer Space > Functions
  2. Create a new function – name it as you please
  3. Add the parameter for the ticket ID to the function and name it ticketId
  4. Copy-paste the code from my GitHub repository
  5. Add the missing settings and adjust the settings
    1. You can find more information about all settings in the documentation, also in my Github repository
  6. Save the custom function
  7. Go to Automation > Workflows > Rules
  8. Create a new workflow rule
    1. Module: Ticket
    2. Execute on
      1. Create
      2. You can of course select other triggers as required...
    3. Criteria
      1. "To Address" is not empty
    4. Actions
      1. Custom Functions (Link the newly created function here)


Regards,
Sven
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