How to use Custom Actions

In your desk account, you can access the created extension-specific actions by navigating to : Setup > Automation > Workflows > Rules > Actions > Actions drop-down (+).

Sample Use Case:

Let us take a scenario where you need to move the ticket from one department to another department whenever you receive an update from a particular contact. This case can be executed automatically by integrating the Move Ticket action into your workflow rule, once the specific extension is installed.

To associate this action with your workflow rules, follow the instructions given below:

  • Before executing the custom action, fill all the required fields in the Basic Information, Execute On, and Criteria sections based on your requirements.
  • In Actions, click Plus drop-down icon (+) and select Move Ticket from the drop-down list.
  • In Move Ticket page, do the following:
    • Enter the Name.
    • Record Id will be auto populated.
    • Choose Department Name from the drop-down list, i.e., the department to which the ticket needs to be moved.
    • Click Save.

The Move Ticket action is associated with your workflow rule.

Based on the Execute on and Criteria fields, your workflow will be executed.

Note: In this case, whenever you receive an update from a particular contact, ticket will be moved automatically from one department to another.The action's execution can be checked in the History tab of a specific ticket.

Points to be Remembered:

  • Before creating a new action, you must first check four categories: Name, Main API, Input Fields, and Resolve Fields to determine which APIs to be called.
  • For Department Name, the drop-down list can be Static or Dynamic. Dynamic values are addressed by providing the valueURL in JSON of resources.json file.

These actions are present in addition to alerts, tasks, field updates, skills, and custom functions that are available by default.