Zoho Desk via Zoho Flow

Steps to configure Zoho Desk via Zoho Flow integration for incident management, using Squadcast

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include the management of customer support tickets, a customer support portal, contract management, and report creation.

Route detailed alerts from Zoho Desk to the right users in Squadcast.

Using Zoho Desk via Zoho Flow as an Alert Source

1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

2. Select Zoho Desk via Zoho Flow. Copy the displayed Webhook URL to configure it within Zoho Desk via Zoho Flow. Finish by clicking Add Alert Source -> Done.

Important:

When an alert source turns Active, it’ll show up under Configured Alert Sources, you can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source. An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

Create a Squadcast Webhook Workflow for Zoho Desk via Zoho Flow

(1) Login to your Zoho Flow dashboard and naviagte to the BUILDER. Under APPS, select Zoho Desk and click on Create ticket to drag it on the workflow builder

(2) Navigate to LOGIC. Under Custom Functions, click on + Custom Function

(3) Fill SquadcastTicketCreation as Function Name, select Return Type as void - Returns nothing and click on CREATE

(4) Paste the code snippet mentioned below inside the code box. Replace the SQUADCAST-WEBHOOK-URL placeholder with the previously copied Squadcast Webhook URL. Then click on SAVE

void SquadcastTicketCreation(string subject, string ticketid, string statustype, string description, string weburl, string language, string priority, string duedate, string classification)
{
    data = Map();
    data.put("subject",subject);
    data.put("ticketid",ticketid);
    data.put("description",description);
    data.put("weburl",weburl);
    data.put("language",language);
    data.put("priority",priority);
    data.put("duedate",duedate);
    data.put("statustype",statustype);
    data.put("classification",classification);
    response = invokeurl
    [
        url :"<SQUADCAST-WEBHOOK-URL>"
        type :POST
        parameters:data
    ];
}

(5) Connect Create ticket to the custom fucntion that was created in the previous step. Then select the appropriate values under the boxes as shown in the image below.

(6) Toggle the Flow switch to ON

That's it, you are good to go! Your Zoho Desk via Zoho Flow integration is now complete. Whenever user creates a ticket on Zoho Desk, an incident will be created in Squadcast for it.