How To: Ticket Status Updates via E-Mail reply

Hey Zoho Community! 🌟

I've developed a custom function to make my ticket management a breeze, and I thought it might be handy for you too. Let's dive into how this function can simplify your ticket workflow.

What's the Buzz?

Picture this: Your emails effortlessly updating ticket statuses, saving you time and hassle. That's exactly what this custom function does. It scans incoming emails for specific commands like #new_ticket_status="Closed" which you can easily tweak to fit your needs.

Quick Overview:

1. Code
2. Documentation
3. YouTube Video
   

How Do the Commands Work?

In the settings, you can customize your own command structure using the "searchTemplate" setting, like Status="". The tilde ~ in this structure represents a string (hopefully a valid ticket status) containing characters like lowercase a-z, uppercase A-Z, German umlauts (äöüÄÖÜß), and spaces.

For example:

1. Status=" Closed " → Identified
2. Status="" Closed "" → Not identified due to incompatible redundant quotation marks
3. status=" Closed " → Not identified due to case sensitivity
   

The function specifically searches for the command in the last response within the email.

Status Update:

When a valid command containing a recognized ticket status is found, the function updates the ticket accordingly. If a blueprint is assigned to a ticket, the function seeks a usable transition and applies it. Optionally, it can add a comment to document the automated action.

How to Set It Up?

To use this functionality, just create a custom function and integrate it into a workflow rule. Set up the workflow to respond to email replies. You can customize triggers and criteria based on your unique requirements, like applying the function exclusively to tickets from specific customers.

Error Handling:

Stay informed with error notifications via email. Additionally, you can log errors in a Zoho Analytics table for a quick overview.

For more details, check out the documentation, and feel free to watch the video.

If you run into any issues or have questions, reach out—I'm here to help! 😊

 

• Topic Participants

• Sven

• Ash | Zoho Desk

  

• Jeremy Ness

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