Custom Function: Post_and_Update_Comments_in_Zoho_Desk

Custom Function: Post_and_Update_Comments_in_Zoho_Desk

  • Zoho Desk is a customer service software which allows you to address customer concerns. This custom function can be used to add or update comments in Zoho Desk whenever they are added or updated in Orchestly. 

  • The comments will be added to the tickets created from Orchestly jobs. If the specified job is not available in Zoho Desk as a ticket, a new ticket will be created and the comment will be added to it. 


Prerequisites  


Sign up for Zoho Desk and create a department. The comment will be posted in the configured organization and department in Zoho Desk.  

Note:  
  1. This custom function will only work when it is triggered from a business rule and is executed when adding or updating a comment. 
  1. The comments will be posted in Zoho Desk from the job requestor’s account. However, the name of the user who commented on the job will be mentioned. 

Business Scenario


Mark, the head of development, wants to keep his developers involved with his customers. Even though there is a designated customer support team, the developers in Mark’s team are allowed to comment to offer solutions to the customer right. These comments will be added or updated in Zoho Desk via the customer support executive’s contact. 

Steps to configure the custom function 

Before executing this custom function, you will have to configure the arguments and authorizate connections. Follow the below steps to configure the function. 


1. Configure the Arguments


First, configure  Argument Values for all the parameters used in the custom function. You can either specify the Custom Value or choose a Layout Field from the dropdown. Layout fields capture dynamic values from job fields corresponding to the custom function. 

    

  • orgName : Specify your organization’s name. This will be available in Orchestly’s URL (orchestly.zoho.com/blueprint/<orgName>/<module>). 

  • requestorName : Choose the  Requestor  Layout Field here. You can also specify the name of the job requestor.

  • jobTitle : Specify the title of the job the comment must be added to or updated on. You can choose the  Title  Layout Field here.

  • jobID : Choose the  Job ID Layout Field here. You can also specify the ID of the job. This will be available in the Job URL orchestly.zoho.com/blueprint/<org-name>/<job>/<jobID>). 

  • deskOrgID : Specify your Zoho Desk organization ID. 

  • departmentID : Specify the Zoho Desk department ID the job is available in.

  • comment : Enter the comment that needs to be added or updated. You can choose the  Comments  Layout Field here.

  • jobCommentID : Specify the ID of the comment.  You can choose the  Comment ID Layout Field here.


2. Provide authorization using Connections


Connections helps you authenticate the API call for specific scopes of Orchestly and other internal Zoho applications used in the custom function. 

    1.   Invoke Connections to authorize your Orchestly account.

  • Click the  +Connections button in  Custom Functions . A new tab will open in your browser. 

  • Click  Add Connection in the top-right corner.

  • Choose  Zoho Oauth  from the  Pick Your Service tab.

  • Enter a  Connection Name and choose the  Scopes : 'Orchestly.job.ALL', 'Orchestly.user.ALL', 'Orchestly.attachment.ALL', 'Desk.contacts.READ', 'Desk.search.READ', 'Desk.contacts.CREATE', and 'Desk.tickets.ALL' to connect. 

    2.   After successful authentication, include the connection details in the response block of the custom function. 

             e.g: connection : <Connection-name>


Once the above steps are configured, you are all set to execute the custom function. 



Post_and_Update_Comments_in_Zoho_Desk  is a part of Orchestly's pre-define custom functions available in Function Gallery. However, you can also write your own  custom functions  in Orchestly.