Move a ticket in Zoho Desk

Table of Contents

Note:

  • Each time the zoho.desk.ticket.move integration task is executed, it triggers an API request in the back-end. This call is deducted from the external calls limit available for the service from which the task is executed, based on your pricing plan.
  • Only actual executions that receive a response (whether success or failure) are counted, not the number of times the task appears in the script. For example, if zoho.desk.ticket.move integration task is placed inside a for each task that iterates five times, the number of external calls consumed will be five, even though the task appears only once in the script. 

Overview

This task is used to move a ticket to a specified department.

Syntax

<variable>  =  zoho.desk.ticket.move(<orgID>, <ticket_ID>, <department_ID>, <connection>);

where,

ParamsData typeDescription
<variable>KEY-VALUEspecifies variable which will hold the response returned by Zoho Desk.
<orgID>NUMBERspecifies the organization ID of the account in which the ticket will be moved. This can be found in Zoho Desk Settings > Developer Space > API.  

<ticket_ID>NUMBER

specifies the ID of the record in the tickets module that will be moved.

Learn how to fetch the record ID after creating or fetching records.

<department_ID>NUMBERspecifies the ID of the department to which the record will be moved.

<connection>

(optional)*

TEXT

specifies the name of the connection.

The scope which needs to be selected is   
- Desk.tickets.UPDATE 

*Note: This is a mandatory param when used in Zoho Creator.

Example

The following script moves the ticket with record ID - XXXXXXXXXXXXX55001 to the department with ID - XXXXXXXXXXXXX65044.

 response = zoho.desk.ticket.move(641XXXXXX, 16XXXXXXXXXXXXX001, 16XXXXXXXXXXXXX044, "desk_connection");

where,

response
is the variable which will hold the response returned by Zoho Desk
641XXXXXX
is the NUMBER that represents the organization ID
16XXXXXXXXXXXXX001
is the NUMBER that represents the ID of the record in tickets module that needs to be moved to the specified department
16XXXXXXXXXXXXX044
is the NUMBER that represents the ID of the department to which the record needs to be moved
"desk_connection"
is the TEXT that represents the name of the connection

Sample Response

Failure Response

  • The failure response returned for incorrect or non-existent organization ID is of the following format.

       {
       "errorCode":"UNPROCESSABLE_ENTITY",
       "message":"The value passed for the 'orgId' parameter is invalid."
       }

  • The failure response returned for incorrect or non-existent ticket ID is of the following format.

      {
      "errorCode":"FORBIDDEN",
      "message":"You are not authorized to access this resource."
      }

  • The failure response returned for incorrect or non-existent department ID is of the following format.

      {
      "errorCode":"INTERNAL_SERVER_ERROR",
      "message":"An internal server error occurred while performing this operation."
      }

Related Links