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Zoho FSM Trigger

Overview​

Zoho FSM triggers allow you to start workflows automatically when service requests are created or updated in your Zoho FSM account. These triggers use a polling mechanism to detect new and modified request records.

Authenticating with Zoho FSM​

Before using triggers, connect your Zoho FSM account via OAuth 2.0 in Boltic. See the Integration documentation for setup steps.

Setting Up a Trigger​

Step 1: Create a New Workflow​

  • Log in to your Boltic account and navigate to the "Workflows" page from Left Navigation.
  • Click on the "Create New Workflow" button and select "Zoho FSM" as the trigger.

Step 2: Configure the Trigger​

  1. Select your Zoho FSM Account connection.
  2. Select Webhook as the resource.
  3. Choose the Event you want to listen to.
  4. Test the trigger to verify it receives data correctly.

Polling Interval: Triggers check for new records every 15 seconds.

Available Triggers​

New Request Created​

Triggered when a new service request is created in your Zoho FSM account.

Configuration: No additional parameters required.

Trigger Details:

  • Event: webhook.created
  • Polling Criteria: Timestamp-based on Created_Time field (ISO format).
  • API Endpoint: Fetches requests from the Zoho FSM Requests module.
  • Data Returned: Complete request details including summary, status, priority, company, contact, territory, service address, billing address, due date, and preference information.

Use Cases:

  • Technician assignment and dispatch automation
  • Customer notification workflows
  • SLA tracking and escalation
  • Service request logging and reporting

Request Updated​

Triggered when an existing service request is modified in your Zoho FSM account.

Configuration: No additional parameters required.

Trigger Details:

  • Event: webhook.updated
  • Polling Criteria: Timestamp-based on Modified_Time field (ISO format).
  • API Endpoint: Fetches requests from the Zoho FSM Requests module.
  • Data Returned: Updated request details including all current field values, modification timestamp, and status changes.

Use Cases:

  • Status change notifications to customers and technicians
  • Escalation workflows when priority changes
  • Audit trail and change tracking
  • Automated follow-up actions on request updates

Troubleshooting​

Common Issues​

  • No data received: Ensure your Zoho FSM account has recently created or updated requests.
  • Authentication errors: Reconnect your Zoho FSM account if the access token has expired.
  • Rate limits: Zoho FSM API implements rate limiting (5,000–25,000 calls per day per organization depending on plan). Monitor usage to avoid hitting limits.

Support​