Gallery and Customized Functions

Gallery and Customized Functions

Zoho Desk offers you the following ready to deploy custom functions in Gallery:
  • Update new and modified Contacts from Desk to CRM
  • Update new and modified Accounts from Desk to CRM
  • Create or update CRM Contacts for new tickets in Desk
  • Create or update CRM Accounts for new tickets in Desk 
  • Prioritize tickets based on sales probability from CRM
  • View Contact information from Pipl App
  • Submit ticket as a bug in Zoho Projects
These pre-built custom functions can be configured and associated with workflows with minimal Deluge script skills. See Also Deluge Script - Reference Guide

Target Audience
  • Helpdesk Administrators who will configure workflow automation rules
  • Programmers with REST API and Deluge Script skills

Note:
  • Profile Permission Required: Users with Helpdesk Automation permission can access this feature.

Using Custom Functions from Gallery
Custom function can be deployed from the Gallery in three simple steps:
  • Configure a gallery function to satisfy your business needs.
  • Associate the function to a workflow rule.
  • Test custom function integration.

To configure Gallery custom function:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Workflows under Automation.
  3. In the Workflow Rules page, click Custom Functions from the left panel.
  4. In the Custom Functions page, click New Custom Function in the upper right area.
  5. In the Configure Custom Function page, click the Gallery link.



  6. In the Gallery page, click Configure corresponding to a gallery function.
  7. In the Configure Custom Function page, complete the following steps:
    • Select the module to be associated.
    • Under Argument Mapping section, map the argument with field name in Desk module.
    • Click Save.



      Now the gallery function is ready to be associated with a workflow rule.

To associate custom function to a workflow rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Workflows under Automation.
  3. In the Workflow Rules page, click Create Rule in the upper right area.
  4. In the New Workflow page, provide some basic information about the workflow and click Next.
  5. In the following page, specify the action for execution and the workflow rule parameters.
  6. Under Actions, click the Add Function icon (  ) and select an existing custom function.
  7. Click Associate Custom Function and then click Save.

Note:
  • When you create a workflow for a specific module, you can associate only the gallery functions that are programmed for that module.

To test the custom function integration:
  1. You must add a record in Zoho Desk according to your workflow rule criteria.
  2. Check for the record received from Zoho Desk via the custom function in your application.
  3. Modify your custom function code in Zoho Desk, if the record wasn't received or there was a mismatch in your application.
  4. Continue this test until you obtain the required data from Zoho Desk to your Application.

Using Custom Functions from Customized Functions
All custom functions programmed by your Programmers are listed in the Customized Functions page. In this way, programmers can focus on developing Deluge Scripts whereas help desk Administrators can deploy the custom functions by associating it with workflow rules. If you have created a custom function to integrate a third-party application, and you'd like to share it with others, you could publish it. 
To publish a customized function:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Workflows under Automation.
  3. In the Workflow Rules page, click Custom Functions from the left panel.
  4. In the Custom Functions page, click New Custom Function in the upper right area.
  5. In the Configure Custom Function page, click the Customized functions link.
  6. In the Customized Functions page, click Publish corresponding to a customized function.
  7. In the Publish in Gallery page, click Publish again.
  8. In the Confirmation page, click I Understand. Submit now.


Published functions will have to be approved by us. Once approved, your function will be listed on the gallery for all users to install from. You will be informed about the status of your application.

Custom function can be deployed from the Customized Functions in two simple steps:
  • Associate the customized function to a workflow rule.
  • Test custom function integration.

To associate customized function to a workflow rule:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Workflows under Automation.
  3. In the Workflow Rules page, click Create Rule in the upper right area.
  4. In the New Workflow page, provide some basic information about the workflow and click Next.
  5. In the following page, specify the action for execution and the workflow rule parameters.
  6. Under Actions, click the Add Function icon (  ) and select an existing customized function.


  7. Click Associate Custom Function and then click Save.

Note:
  • When you create a workflow for a specific module, you can associate only the customized functions that are programmed for that module.

To test the custom function integration:
  1. You must add a record in Zoho Desk according to your workflow rule criteria.
  2. Check for the record received from Zoho Desk via custom function in your application.
  3. Modify your custom function code in Zoho Desk, if the record wasn't received or there was a mismatch in your application.
  4. Continue this test until you obtain the required data from Zoho Desk to your Application.

Important Notes
  • You can associate only one custom function per workflow rule.
  • A maximum of 10 support fields (arguments) can be transferred from Zoho Desk to third-party applications.
  • Custom functions can be used to retrieve data from your other Apps into Zoho Desk.
  • The API ticket must be updated regularly according to limits in third-party applications.
  • You will not receive any email notification if the custom function integration stopped working due to any issue in a third-party API.
  • When a connection to the Zoho Creator service couldn't be established, the system will re-attempt thrice before it stops sending notifications for that particular workflow. Errors if any, can be viewed under the Failures section.
  • If you exceed the maximum count per day, the system will not send remaining custom function notifications to third-party applications and will notify the failure to Administrator.
  • While configuring the "send mail” (under Miscellaneous) deluge task, either the ‘from’ or the ‘to’ address must contain the email of the helpdesk administrator.
  • When you create a service specific "integration task" (under Miscellaneous) for the first time, that respective user’s authentication details will be stored in that service.