Custom Function: Create_Ticket_in_Zoho_Desk | Online Help | Qntrl

Custom Function: Create_Ticket_in_Zoho_Desk

Zoho Desk is customer service software which allows you to address customer concerns. This custom function can be used to post a card as a ticket in Zoho Desk. 

Prerequisites 


Sign up for Zoho Desk and create a department. The ticket will be created in the specified organization and department in Zoho Desk. 
Note : The ticket will be raised in Zoho Desk from the Card requestor's account.

Business Scenario


If your customer raises a concern or a bug as a card in Qntrl, you can transfer it to Zoho Desk as a ticket using this custom function.  

Explore business scenario for 'Create_Ticket_in_Zoho_Desk' custom function.

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 Form Field from the dropdown. Form fields capture dynamic values from card fields corresponding to the custom function.  


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

  • requestorName : Specify the name of the card requestor. You can choose the  Requestor  Form Field here. The ticket will be raised in Zoho Desk using the requestor's name.

  • jobTitle : Specify the title of the card to be posted as a ticket. You can choose the Title  Form Field here.

  • jobID : Choose the  Card ID Form Field here. You can also specify the ID of the card. This will be available in the card URL ( core.qntrl.com/blueprint /<org-name>/<job>/<jobID>). 

  • deskOrgID : Specify your Zoho Desk organization ID. 

  • departmentID : Specify the ID of the department in your Zoho Desk organization where the ticket is to be posted. 


2. Provide authorization using Connections


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

    1.   Invoke Connections to authorize your Qntrl account.

    • Click the  +Connections button in  Custom Functions or navigate to Connections under Advanced.

    • Click  Create 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. 



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


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