Update Ticket

Description

This step updates an existing ticket in Zoho Desk. You provide the ticket ID and the fields to change, such as status, priority, or assignee. Use this step in workflows that close resolved tickets, escalate issues, update assignments, or modify ticket details based on processing results.

References:

• https://desk.zoho.com/DeskAPIDocument#Tickets#Tickets_Updateaticket
• https://desk.zoho.com/DeskAPIDocument#OauthTokens

Configurations

No.	Field Name	Description
1	Step Name	Name of the step. This name has to be unique in a single workflow.
	Connection:
2	Base URL	Specify a base URL of Zoho Desk instance. Example:- https://desk.zoho.in The Base URL will change as per the Data Center. The field data type is String. This is mandatory.
3	Client ID	Specify the client ID of Zoho Desk instance.The field data type is String. This is mandatory.
4	Client Secret	Specify the client secret of the Zoho Desk instance.The field data type is String. This is mandatory.
5	Accept value as variable/static	Leave checkbox unchecked to accept Refresh Token value from a field in the previous steps of the stream using a drop down list. Else select the checkbox for the Refresh Token field to appear as Text box.
6	Refresh Token	Retrieve the refresh token from OAuth token API call.The field data type is Secure String. This is mandatory.
7	Test Connection	Click Test Connection button to verify whether the connection is available or not.

Input tab:

No.	Field Name	Description
1	Ticket ID	Specify the ticket ID for which you want to update the tickets.The field data type is String. This is mandatory.
2	Accept Field As JSON	Select the checkbox, if you want to use the field to update the ticket. Else, specify the details in the Table Fields to update the ticket.
3	JSON	Provide JSON in a valid format to update the ticket. For example, {"subject": "ZohoDesk Ticket Demo"}
	Input table: Specify the details if you have not selected the Accept Field As JSON checkbox.
2.a	Variable Field Name	Specify the value from the previous field or run-time parameters.
2.b	Static Field Name	Click in the input table, fields associated with Update Ticket are populated.
2.c	Field Values	Specify value of the respective field associated with the field name.
3	Form Name	Select the name of the form to set the Form or Layout. The field data type is String. This is mandatory.
4	Get	Click to populate the list of form names in Zoho Desk.