Get practical tips to improve your customer service strategy at Zoho CX Workshop.

Register now!
Skip to product menu
close
  • Sales
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

Search Result

 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content

Configurations

All the configurations and their values have been described below:

 

Custom Actions

These custom actions include attributes like input fields and output fields, whereas the input fields have valueURL and hooks. You only have to specify the required values in the resources.json file to execute the action. The configurations for custom actions are given below. These configurations are used for fetching the params of an action.

Input Fields

Input fields are the key user interface design elements, allowing the users to enter non-standardized responses based on their requirements. These input fields include text fields, picklist, date-pickers, checkboxes, lookups, radio buttons, sliders, and any other fields designed for user input.

The attributes for the input fields are given below:

AttributestypeDescription
displayNameStringDisplay name of the input field. Name that must be displayed when rendering this field.
typestringType of the input field. The value of this key must be one of the following: STRING|LOOKUP|TEXT|NUMBER|DECIMAL|PICKLIST|URL|MULTIPICKLIST|CONTENT|BOOLEAN|DYNAMICPICKLIST|ARRAY|OBJECT. To find the sample formats of input field types, click here.
lengthIntegerMaximum allowed length for the value of this field. The value of this key must be greater than 0.
mappingTargetTemplateNameStringThe string that will be used in the primary target of the custom action. The input that is given in the field will be replaced in the place of this string in the primary target. The structure of the target will be discussed later.
isMandatoryBooleanIt determines whether the field is mandatory or not
isPlaceHolderNeededBooleanIt determines whether the field needs placeholder support or not. It allows you to map respective module fields available in desk.
contextBooleanIt shows the type of placeholders that must be displayed for the field. This key is optional .The value of this key must be one of the following: tickets|contacts|accounts|tasks|products|events|calls|departments|agents|teams The IDs of the above modules will be shown in the placeholders.
valuesJSONArrayIt is available only for the picklist or multi-picklist types. The values that must be shown for the picklist. This is a static list.
valueUrlURLThe endpoint that must be hit to the values of the field. This can be used to get the dynamic values for the field. There are certain query params that are supported in valueUrl, whose value will be automatically replaced. To check query params, Click here
hooksJSONArrayThe events on which value urls will be called. The events supported are: ON_ENTRY|ON_TYPE|AFTER_SELECTION|ON_BEFORE_LOAD. The events are related to the custom action form and the field rendering. To check the values of this key, Click here

Query Params - Value URL

AttributesPlaceholder ValueDescription
page"${PAGE}"Pagination Value. Default value 0.
limit"${LIMIT}"Limit value whose default value is 30.
customActionId"${CUSTOM_ACTION_ID}"Id of the custom action.
searchValue"${SEARCH_VALUE}"Search String, if available.
departmentId"${DEPARTMENT_ID}"Id of the department
mappingTargetTemplateName"${MAPPING_TARGET_TEMPLATE_NAME}"Mapping target template name of the field.
value"${FIELD_VALUE}"Value of the field
event"${EVENT}"Type of the event
mappingId"${MAPPING_ID}"Mapping Id of the rule to which the custom action is mapped.
module"${MODULE}"Module under which the rule mapping is placed.

These values will be in the place of the template based on the available data.

Values for Hooks

AttributesFormatDescription
preRequisites{"teamId":"${this.teamId}"}These are the values that must be sent when calling the valueUrl on a particular event. The key preRequisite is a JSONObject. Placeholders are supported in preRequisites. The placeholder should be in the form of ${this.mappingTargetTemplateName}.
triggerCriteria{"on":["@"]}

It is the criteria where a call will go for the value URL when text/symbol i.e., @ in the editor field matches with the format of trigger criteria in JSON array, based on the particular event. This triggerCriteria is supported only in AFTER_SELECTION and ON_TYPE events.

Note: Prefix keyword of triggerCriteria can be any character such as @, #,etc.

 

Hook Code Structure:

   The code structure for the hooks is as follows:

Copied

                                    [{ "event": "AFTER_SELECTION", "preRequisites":{"teamId":"${this.teamId}"}, "triggerCriteria":{"on":["@"]} }]
                                  

Note: Other than Display Name and mappingTargetTemplateName, the values of all other keys can be updated. So, before creating any field decide field's displayName and mappingTargetTemplateName


If the displayName or the mappingTargetTemplateName is changed, the field will be considered as new, and the old field and its value will be lost. So do not update displayName and mappingTargetTemplateName, as they are the main fields of any actions.

 

Sample Format of Input Field Types

Below you can find the sample formats of input field types in UI Level:

Text field / Number field:

Boolean (Check Box):

Picklist:

Multi Picklist:

Lookup / URL Field:

Email Field:

RTE - Rich Text Editor:

Output Fields

These output fields hold the output data. The output of one action can be given as input to the succeeding actions.

The attributes for the output fields is given below:

AttributestypeDescription
displayNameStringDisplay name of the input field.
contextStringContext that is associated with the output field. When the context of one input field matches with the context of output field, then this output field will be shown as placeholders for that input field. The value must be one of the following: TICKETS|CONTACTS|ACCOUNTS|TASKS|PRODUCTS|EVENTS|CALLS|DEPARTMENTS|AGENTS|TEAMS.
typeStringType of the output field. The value must be one of the following: STRING|LOOKUP|TEXT|NUMBER|DECIMAL|PICKLIST|URL|MULTIPICKLIST|CONTENT|BOOLEAN|DYNAMICPICKLIST|ARRAY|OBJECT.
lengthIntegerMaximum allowed length for the value of this field. The value of this key must be greater than 0.
jsonPointerPathStringThis key serves the same as the mappingTargetTemplateName in InputField. When this particular output field is used in other Custom Actions as placeholders, the value of the output field will be prefilled while executing the second custom action with the help of this string. The String must be prefixed with an " / " character.

Note: The input fields of the mappingTargetTemplateName can be used within the JSON while creating the custom actions, and the jsonPointerPath should not be used within the JSON file assuming that it will replace the value. The output fields will only be displayed as placeholders for the following custom actions after installing your particular custom action.

 

Targets

Target is a dependant resource of the custom actions. Target actually defines the execution part of the custom actions.

The attributes for the Targets is given below:

AttributestypeDescription
resourceNameStringIt is the unique identifier of the targets.
targetNameStringThe name of the target. This is the name by which the target will be invoked.
urlStringThe url that must be called when the target will be invoked. The url can have templates. The value of mappingTargetTemplateName will be replaced in the place of templates. The template must be in the format of ${<mappingTargetTemplateName>}.
headersJSONStringThese headers must be attached with the url when the target is invoked. The headers can have templates. The value of mappingTargetTemplateName will be replaced in the place of templates. The template must be in the format of ${<mappingTargetTemplateName>}.
targetTemplateJSONStringThe post body that must be attached when invoking the target. The targetTemplate can have templates. The value of mappingTargetTemplateName will be replaced in the place of templates. The template must be in the format of ${<mappingTargetTemplateName>}.
httpMethodStringThe http method by which url must be called.
connectionNameStringIt helps to authenticate the third-party domain. The value of this parameter must be the same as the one passed in the connectionLinkName value in the plugin manifest.

Notes:

  • Custom actions are the collective resource of targets.
  • The templates {{DESK.CURRENT_DOMAIN_URL}} and {{DESK.CURRENT_ORG}} refer to the current desk domain url and current orgId respectively and will be replaced by the system itself.
  • Other templates like ${<mappingTargetTemplateName>} will be replaced by the inputs given in the input fields of the custom action. The templates will be replaced by the inputs with mappingTargetTemplateName matching the text inside the template.
  • The template {{CONFIG.<config_param_name>}} refer to the config params of the extension.