Zoho Desk is Zoho's customer support help desk. Support teams use it to receive tickets from email, web forms, chat, phone, and social channels, route them to the right department and agent, and track every customer conversation through to resolution.
With the Agent Serve Zoho Desk integration, you can:
- Read and filter tickets: List tickets across an organization filtered by department, status, or priority, or fetch a single ticket by ID with its related contact, assignee, and department.
- Update tickets: Change subject, status, priority, assignee, department, category, due date, and custom fields — useful for AI triage that classifies an incoming ticket and writes the result back.
- Work with conversations: List and read ticket threads (the customer-facing email/chat exchange) and comments (internal agent notes), then add your own comment as public or private.
- Look up contacts: Retrieve the contact behind a ticket to enrich it with data from your CRM or knowledge base.
- Download attachments: Pull an attachment from a thread or comment into an Agent Serve file you can pass to downstream blocks.
- Trigger on events: Start a workflow when a ticket, comment, thread, contact, agent, task, or article changes in Zoho Desk.
How it works in Agent Serve:
Add a Zoho Desk block to your workflow, connect your Zoho account, and pick the Organization (portal) to work in — Agent Serve loads the list for you from the connected account. Choose an operation and fill in its parameters; the block calls the Zoho Desk API and returns structured data for downstream blocks. For comment and thread bodies, Agent Serve adds a derived plain-text contentText field alongside Zoho's raw HTML content, so an AI agent can read the message without HTML markup.
To trigger on Zoho Desk activity instead, use the block's trigger mode. Agent Serve creates the webhook subscription in Zoho Desk for you and removes it automatically when the workflow is undeployed.
Requirements and limitations
Zoho Desk webhooks require a Zoho Desk edition of Professional or higher — Free and Standard plans cannot create webhook subscriptions, so the trigger will fail to deploy on those plans.
Connecting a Zoho account with OAuth — which the trigger requires — works only for the US data center (accounts.zoho.com). To use Zoho Desk blocks from the EU, India, or Australia data centers, connect a Self Client instead and set its data center. The Japan, Canada, Saudi Arabia, China, and UK data centers are not supported by either path.
Create, search, and update Zoho Desk tickets, contacts, and accounts; send email replies, manage comments, inspect departments and agents, and download attachments. Can also trigger workflows from Zoho Desk webhook events.
List tickets from a Zoho Desk organization with optional filters. Returns a list projection: description, resolution, statusType and classification are only available from Get Ticket.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
from | number | No | Pagination start index (0-based) |
limit | number | No | Number of tickets to return (1-100) |
departmentIds | string | No | Filter by department ID (comma-separated for multiple) |
status | string | No | Filter by status, including custom statuses. Comma-separate to match multiple (e.g. "Open,On Hold") |
priority | string | No | Filter by priority. Comma-separate to match multiple (e.g. "High,Urgent") |
assignee | string | No | Filter by assignee: an agent ID, or "Unassigned". Comma-separate to match multiple. |
channel | string | No | Filter by origin channel, spelled as your portal spells it. Comma-separate to match multiple. |
receivedInDays | number | No | Only tickets whose last customer response was within the last 15, 30, or 90 days (Zoho filters on customerResponseTime, despite the name) |
sortBy | string | No | Sort field: createdTime, customerResponseTime, or responseDueDate. Prefix with - for descending. |
include | string | No | Comma-separated related data to embed. Allowed: contacts, products, departments, team, isRead, assignee |
viewId | string | No | Saved view ID |
teamIds | string | No | Comma-separated team IDs or Unassigned |
selectedFields | string | No | Comma-separated fields to return; at most 30 system or custom fields |
| Parameter | Type | Description |
|---|
tickets | array | List of tickets |
↳ id | string | Ticket ID |
↳ ticketNumber | string | Human-readable ticket number |
↳ subject | string | Ticket subject |
↳ description | string | Ticket description (raw; may be HTML) |
↳ descriptionText | string | Plain-text rendering of the description: HTML stripped when the body contains markup, otherwise the description verbatim |
↳ status | string | Ticket status |
↳ statusType | string | Status category (Open/Closed/On Hold) |
↳ priority | string | Ticket priority |
↳ category | string | Ticket category |
↳ subCategory | string | Ticket sub-category |
↳ classification | string | Ticket classification |
↳ channel | string | Origin channel |
↳ departmentId | string | Department ID |
↳ contactId | string | Contact ID |
↳ accountId | string | Account ID |
↳ assigneeId | string | Assignee ID |
↳ email | string | Contact email |
↳ phone | string | Contact phone |
↳ dueDate | string | Due date |
↳ responseDueDate | string | Response due date |
↳ createdTime | string | Created timestamp |
↳ modifiedTime | string | Last modified timestamp |
↳ customerResponseTime | string | Time the last customer response was received |
↳ closedTime | string | Closed timestamp |
↳ resolution | string | Resolution text |
↳ threadCount | string | Number of threads |
↳ commentCount | string | Number of comments |
↳ webUrl | string | Web URL to the ticket |
↳ isEscalated | boolean | Whether the ticket is escalated |
↳ isOverDue | boolean | Whether the ticket is overdue |
↳ isSpam | boolean | Whether the ticket is marked spam |
↳ cf | json | Custom field values, keyed by custom field API name |
count | number | Number of tickets returned |
Retrieve a single Zoho Desk ticket by ID.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID to retrieve |
include | string | No | Comma-separated related data to embed. Allowed: contacts, products, assignee, departments, contract, isRead, team, skills |
| Parameter | Type | Description |
|---|
ticket | object | The ticket |
↳ id | string | Ticket ID |
↳ ticketNumber | string | Human-readable ticket number |
↳ subject | string | Ticket subject |
↳ description | string | Ticket description (raw; may be HTML) |
↳ descriptionText | string | Plain-text rendering of the description: HTML stripped when the body contains markup, otherwise the description verbatim |
↳ status | string | Ticket status |
↳ statusType | string | Status category (Open/Closed/On Hold) |
↳ priority | string | Ticket priority |
↳ category | string | Ticket category |
↳ subCategory | string | Ticket sub-category |
↳ classification | string | Ticket classification |
↳ channel | string | Origin channel |
↳ departmentId | string | Department ID |
↳ contactId | string | Contact ID |
↳ accountId | string | Account ID |
↳ assigneeId | string | Assignee ID |
↳ email | string | Contact email |
↳ phone | string | Contact phone |
↳ dueDate | string | Due date |
↳ responseDueDate | string | Response due date |
↳ createdTime | string | Created timestamp |
↳ modifiedTime | string | Last modified timestamp |
↳ customerResponseTime | string | Time the last customer response was received |
↳ closedTime | string | Closed timestamp |
↳ resolution | string | Resolution text |
↳ threadCount | string | Number of threads |
↳ commentCount | string | Number of comments |
↳ webUrl | string | Web URL to the ticket |
↳ isEscalated | boolean | Whether the ticket is escalated |
↳ isOverDue | boolean | Whether the ticket is overdue |
↳ isSpam | boolean | Whether the ticket is marked spam |
↳ cf | json | Custom field values, keyed by custom field API name |
Update fields on an existing Zoho Desk ticket.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID to update |
subject | string | No | Ticket subject |
status | string | No | Ticket status (e.g. Open, Closed) |
priority | string | No | Ticket priority (e.g. High) |
assigneeId | string | No | Assignee (agent) ID |
departmentId | string | No | Department ID |
category | string | No | Ticket category |
subCategory | string | No | Ticket sub-category |
dueDate | string | No | Due date (ISO 8601) |
description | string | No | Ticket description |
resolution | string | No | Resolution notes recorded on the ticket |
classification | string | No | Ticket classification. Zoho's system-defined values are Problem, Request, and Question; portals can define custom values. Pass "" to clear it. |
customFields | json | No | Custom field values as a JSON object, keyed by custom field API name |
ticketContactId | string | No | Existing contact ID |
contact | json | No | Contact JSON with email or lastName; use instead of contactId |
productId | string | No | Product ID |
uploads | array | No | JSON array of previously uploaded attachment IDs |
email | string | No | Ticket email address |
phone | string | No | Ticket phone number |
language | string | No | Ticket language |
channel | string | No | Ticket origin channel |
webUrl | string | No | URL to access the ticket |
sharedDepartments | array | No | JSON array of shared departments and access privileges |
teamId | string | No | Team ID |
secondaryContacts | array | No | JSON array of secondary contact IDs |
entitySkills | array | No | JSON array of skill IDs in priority order; at most 10 |
disableClosureNotification | boolean | No | Suppress the contact notification when closing the ticket |
| Parameter | Type | Description |
|---|
ticket | object | The updated ticket |
↳ id | string | Ticket ID |
↳ ticketNumber | string | Human-readable ticket number |
↳ subject | string | Ticket subject |
↳ description | string | Ticket description (raw; may be HTML) |
↳ descriptionText | string | Plain-text rendering of the description: HTML stripped when the body contains markup, otherwise the description verbatim |
↳ status | string | Ticket status |
↳ statusType | string | Status category (Open/Closed/On Hold) |
↳ priority | string | Ticket priority |
↳ category | string | Ticket category |
↳ subCategory | string | Ticket sub-category |
↳ classification | string | Ticket classification |
↳ channel | string | Origin channel |
↳ departmentId | string | Department ID |
↳ contactId | string | Contact ID |
↳ accountId | string | Account ID |
↳ assigneeId | string | Assignee ID |
↳ email | string | Contact email |
↳ phone | string | Contact phone |
↳ dueDate | string | Due date |
↳ responseDueDate | string | Response due date |
↳ createdTime | string | Created timestamp |
↳ modifiedTime | string | Last modified timestamp |
↳ customerResponseTime | string | Time the last customer response was received |
↳ closedTime | string | Closed timestamp |
↳ resolution | string | Resolution text |
↳ threadCount | string | Number of threads |
↳ commentCount | string | Number of comments |
↳ webUrl | string | Web URL to the ticket |
↳ isEscalated | boolean | Whether the ticket is escalated |
↳ isOverDue | boolean | Whether the ticket is overdue |
↳ isSpam | boolean | Whether the ticket is marked spam |
↳ cf | json | Custom field values, keyed by custom field API name |
List comments on a Zoho Desk ticket.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID |
from | number | No | Pagination start index (0-based) |
limit | number | No | Number of comments to return (1-100, default 50) |
sortBy | string | No | Sort by commentedTime. Ascending by default; prefix with - for descending (-commentedTime). |
commentInclude | string | No | Related data to include: mentions and plainText, comma-separated |
| Parameter | Type | Description |
|---|
comments | array | List of comments |
↳ id | string | Comment ID |
↳ content | string | Comment content (raw; may be HTML) |
↳ contentType | string | Content type (plainText/html) |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ isPublic | boolean | Whether the comment is public |
↳ commenterId | string | Commenter ID |
↳ commenter | object | Who wrote the comment |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Commenter type (AGENT/END_USER) |
↳ roleName | string | Role name |
↳ photoURL | string | Avatar URL |
↳ commentedTime | string | Commented timestamp |
↳ modifiedTime | string | Modified timestamp |
↳ attachments | array | Comment attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
count | number | Number of comments returned |
Add a comment to a Zoho Desk ticket.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID |
content | string | Yes | Comment content |
contentType | string | No | Content type: plainText or html. Defaults to plainText so agent-written text posts literally; pass 'html' to send markup (Zoho's own API default is html). |
isPublic | boolean | No | Whether the comment is public |
attachmentIds | array | No | JSON array of previously uploaded attachment IDs |
| Parameter | Type | Description |
|---|
comment | object | The created comment |
↳ id | string | Comment ID |
↳ content | string | Comment content (raw; may be HTML) |
↳ contentType | string | Content type (plainText/html) |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ isPublic | boolean | Whether the comment is public |
↳ commenterId | string | Commenter ID |
↳ commenter | object | Who wrote the comment |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Commenter type (AGENT/END_USER) |
↳ roleName | string | Role name |
↳ photoURL | string | Avatar URL |
↳ commentedTime | string | Commented timestamp |
↳ modifiedTime | string | Modified timestamp |
↳ attachments | array | Comment attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
List conversation threads on a Zoho Desk ticket, newest first (Zoho sorts by sendDateTime descending by default). Returns a list projection: message bodies (content, summary, to/cc/bcc) come back only from Get Thread.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID |
from | number | No | Pagination start index (0-based) |
limit | number | No | Number of threads to return (1-200, default 100) |
sortBy | string | No | Sort by sendDateTime. Zoho sorts descending (newest first) when unset; pass sendDateTime for oldest first. |
| Parameter | Type | Description |
|---|
threads | array | List of threads |
↳ id | string | Thread ID |
↳ channel | string | Thread channel |
↳ direction | string | Direction (in/out) |
↳ content | string | Thread content (raw; may be HTML) |
↳ contentType | string | Content type |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ summary | string | Thread summary |
↳ responderId | string | Responder ID |
↳ createdTime | string | Created timestamp |
↳ hasAttach | boolean | Whether the thread has attachments |
↳ attachmentCount | string | Number of attachments |
↳ fromEmailAddress | string | From email address |
↳ to | string | To email address |
↳ cc | string | CC email address |
↳ bcc | string | BCC email address |
↳ replyTo | string | Reply-to email address |
↳ isForward | boolean | Whether the thread is a forward |
↳ isContentTruncated | boolean | Whether Zoho truncated the thread content; fetch fullContentURL for the rest |
↳ fullContentURL | string | URL returning the untruncated thread content |
↳ plainText | string | Zoho's own plain-text rendering of the thread, when it supplies one |
↳ status | string | Delivery status of the thread (e.g. SUCCESS, PENDING, FAILED, DRAFT) |
↳ isDescriptionThread | boolean | Whether this thread is the ticket's original description |
↳ visibility | string | Thread visibility (e.g. public) |
↳ canReply | boolean | Whether the thread can be replied to |
↳ author | object | Who sent the thread |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Author type (AGENT/END_USER) |
↳ photoURL | string | Avatar URL |
↳ attachments | array | Thread attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
count | number | Number of threads returned |
Retrieve the full content of a single Zoho Desk ticket thread.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID |
threadId | string | Yes | Thread ID |
include | string | No | Related data to embed. Allowed: plainText — Zoho's own plain-text rendering of the thread |
| Parameter | Type | Description |
|---|
thread | object | The thread |
↳ id | string | Thread ID |
↳ channel | string | Thread channel |
↳ direction | string | Direction (in/out) |
↳ content | string | Thread content (raw; may be HTML) |
↳ contentType | string | Content type |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ summary | string | Thread summary |
↳ responderId | string | Responder ID |
↳ createdTime | string | Created timestamp |
↳ hasAttach | boolean | Whether the thread has attachments |
↳ attachmentCount | string | Number of attachments |
↳ fromEmailAddress | string | From email address |
↳ to | string | To email address |
↳ cc | string | CC email address |
↳ bcc | string | BCC email address |
↳ replyTo | string | Reply-to email address |
↳ isForward | boolean | Whether the thread is a forward |
↳ isContentTruncated | boolean | Whether Zoho truncated the thread content; fetch fullContentURL for the rest |
↳ fullContentURL | string | URL returning the untruncated thread content |
↳ plainText | string | Zoho's own plain-text rendering of the thread, when it supplies one |
↳ status | string | Delivery status of the thread (e.g. SUCCESS, PENDING, FAILED, DRAFT) |
↳ isDescriptionThread | boolean | Whether this thread is the ticket's original description |
↳ visibility | string | Thread visibility (e.g. public) |
↳ canReply | boolean | Whether the thread can be replied to |
↳ author | object | Who sent the thread |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Author type (AGENT/END_USER) |
↳ photoURL | string | Avatar URL |
↳ attachments | array | Thread attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
Retrieve a Zoho Desk contact by ID.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
contactId | string | Yes | Contact ID to retrieve |
include | string | No | Comma-separated related data to embed. Allowed: accounts, owner |
| Parameter | Type | Description |
|---|
contact | object | The contact |
↳ id | string | Contact ID |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Primary email |
↳ secondaryEmail | string | Secondary email |
↳ phone | string | Phone number |
↳ mobile | string | Mobile number |
↳ accountId | string | Associated account ID |
↳ ownerId | string | Owner ID |
↳ type | string | Contact type |
↳ title | string | Job title |
↳ street | string | Street |
↳ city | string | City |
↳ state | string | State |
↳ country | string | Country |
↳ zip | string | ZIP / postal code |
↳ description | string | Description |
↳ cf | json | Custom field values, keyed by custom field API name |
Download a Zoho Desk ticket attachment (from its href) as a file.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
href | string | Yes | Attachment download href (from a thread or comment attachment) |
fileName | string | No | Optional file name for the downloaded file |
| Parameter | Type | Description |
|---|
file | file | The downloaded attachment file |
List the Zoho Desk organizations (portals) the connected account can access.
| Parameter | Type | Required | Description |
|---|
| Parameter | Type | Description |
|---|
organizations | array | Accessible organizations |
↳ id | string | Organization ID |
↳ companyName | string | Company name |
↳ portalName | string | Portal name |
count | number | Number of organizations returned |
Create Ticket in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
productId | string | No | ID of the product to associate the ticket |
phone | string | No | Phone number of the ticket |
subject | string | Yes | Subject of the ticket |
dueDate | string | No | Due date of the ticket |
channel | string | No | Channel through which the ticket is being created. |
language | string | No | Language preference of the ticket |
priority | string | No | Priority of the ticket Allowed values: Medium, High, Low, or a custom priority. |
assigneeId | string | No | ID of the assignee |
email | string | No | Email ID of the ticket |
subCategory | string | No | Subcategory of the ticket |
customFields | json | No | Custom fields in the ticket JSON object. |
description | string | No | Description of the ticket |
classification | string | No | Classification type of the ticket Allowed values: Problem, Request, Question, or a custom classification. |
category | string | No | Category of the ticket |
status | string | No | Status of the ticket. Note: This can be a system-defined or custom value that falls under one of the status types: OPEN, ON HOLD, or CLOSED. |
ticketContactId | string | No | Existing contact ID for the ticket. Provide ticketContactId or a contact object to create a new contact. |
departmentId | string | Yes | ID of the department to associate the ticket |
contact | json | No | New contact JSON: email or lastName is required; firstName is optional. Provide either this or ticketContactId. |
uploads | array | No | File attachments in the ticket. For more information, refer to the Uploads section JSON array. |
resolution | string | No | Resolution notes of the ticket |
webUrl | string | No | URL to access the resource |
sharedDepartments | array | No | List of departments to which the ticket could be shared, along with the access privileges for each department JSON array. |
teamId | string | No | ID of the team to assign the ticket |
secondaryContacts | array | No | List of Secondary contacts JSON array. |
entitySkills | array | No | JSON array of up to 10 skill IDs, ordered from highest to lowest assignment priority. |
| Parameter | Type | Description |
|---|
ticket | object | The ticket |
↳ id | string | Ticket ID |
↳ ticketNumber | string | Human-readable ticket number |
↳ subject | string | Ticket subject |
↳ description | string | Ticket description (raw; may be HTML) |
↳ descriptionText | string | Plain-text rendering of the description: HTML stripped when the body contains markup, otherwise the description verbatim |
↳ status | string | Ticket status |
↳ statusType | string | Status category (Open/Closed/On Hold) |
↳ priority | string | Ticket priority |
↳ category | string | Ticket category |
↳ subCategory | string | Ticket sub-category |
↳ classification | string | Ticket classification |
↳ channel | string | Origin channel |
↳ departmentId | string | Department ID |
↳ contactId | string | Contact ID |
↳ accountId | string | Account ID |
↳ assigneeId | string | Assignee ID |
↳ email | string | Contact email |
↳ phone | string | Contact phone |
↳ dueDate | string | Due date |
↳ responseDueDate | string | Response due date |
↳ createdTime | string | Created timestamp |
↳ modifiedTime | string | Last modified timestamp |
↳ customerResponseTime | string | Time the last customer response was received |
↳ closedTime | string | Closed timestamp |
↳ resolution | string | Resolution text |
↳ threadCount | string | Number of threads |
↳ commentCount | string | Number of comments |
↳ webUrl | string | Web URL to the ticket |
↳ isEscalated | boolean | Whether the ticket is escalated |
↳ isOverDue | boolean | Whether the ticket is overdue |
↳ isSpam | boolean | Whether the ticket is marked spam |
↳ cf | json | Custom field values, keyed by custom field API name |
Search Tickets in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
searchEmail | string | No | The corresponding email address associated with the ticket. example: 1. email=jack* 2.email=${notempty} 3.email=${empty}. Supports * wildcards. Supports empty/not-empty search operators. Comma-separated values. |
searchPhone | string | No | The phone number provided in the ticket. Supports * wildcards. Supports empty/not-empty search operators. Comma-separated values. |
ticketNumber | string | No | The ticket's serial number. Exact match. Comma-separated values. |
searchAccountName | string | No | Name of the account associated with the ticket. Supports * wildcards. Supports empty/not-empty search operators. |
searchSubject | string | No | Subject of the ticket. Supports * wildcards. |
searchDepartmentId | string | No | ID of the department from which the entity must be fetched. If the ID is not passed, then searches in all permitted departments. Exact match. |
productName | string | No | Name of the product associated with the ticket. Supports * wildcards. Supports empty/not-empty search operators. |
_all | string | No | Search text across all fields. Supports * wildcards; at least 3 characters. |
limit | number | No | Page size (1-100; default 10). |
from | number | No | Pagination start index (0-999; search returns at most the first 1000 matches). |
dueDateRange | string | No | Due date range as two comma-separated ISO 8601 timestamps: start,end. |
ticketSearchIds | string | No | ID of the ticket. Exact match. Comma-separated values. |
searchProductId | string | No | ID of the product associated with the ticket. Exact match. Comma-separated values. |
searchContactId | string | No | ID of the contact who raised the ticket. Exact match. Comma-separated values. |
createdTimeRange | string | No | Created time range as two comma-separated ISO 8601 timestamps: start,end. |
searchPriority | string | No | Priority of the ticket. Exact match. Comma-separated values. |
searchAssigneeId | string | No | ID of the agent who is assigned to resolve the ticket. Exact match. Comma-separated values. |
searchAccountId | string | No | ID of the account associated with the ticket. Exact match. Comma-separated values. |
modifiedTimeRange | string | No | Modified time range as two comma-separated ISO 8601 timestamps: start,end. |
searchStatus | string | No | Status of the ticket inclusive of custom status. example: 1. status=open,in progress 2. status=${open}. Exact match. Comma-separated values. |
ticketSearchCustomField1 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField2 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField3 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField4 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField5 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField6 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField7 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField8 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField9 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
ticketSearchCustomField10 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
searchChannel | string | No | The channel through which the ticket was received. Exact match. Supports empty/not-empty search operators. |
customerResponseTimeRange | string | No | Customer response time range as two comma-separated ISO 8601 timestamps: start,end. |
searchDescription | string | No | Description of the ticket. Supports * wildcards. |
ticketSearchSortBy | string | No | Sort field: relevance, modifiedTime, createdTime, customerResponseTime. Prefix with - for descending. |
tag | string | No | The tag associated with the ticket. Supports * wildcards. Supports empty/not-empty search operators. |
contactName | string | No | The name of the contact who raised the ticket. Supports * wildcards. |
searchCategory | string | No | The category of the ticket. Supports * wildcards. Supports empty/not-empty search operators. |
| Parameter | Type | Description |
|---|
tickets | array | Search Tickets results |
↳ id | string | Ticket ID |
↳ ticketNumber | string | Human-readable ticket number |
↳ subject | string | Ticket subject |
↳ description | string | Ticket description (raw; may be HTML) |
↳ descriptionText | string | Plain-text rendering of the description: HTML stripped when the body contains markup, otherwise the description verbatim |
↳ status | string | Ticket status |
↳ statusType | string | Status category (Open/Closed/On Hold) |
↳ priority | string | Ticket priority |
↳ category | string | Ticket category |
↳ subCategory | string | Ticket sub-category |
↳ classification | string | Ticket classification |
↳ channel | string | Origin channel |
↳ departmentId | string | Department ID |
↳ contactId | string | Contact ID |
↳ accountId | string | Account ID |
↳ assigneeId | string | Assignee ID |
↳ email | string | Contact email |
↳ phone | string | Contact phone |
↳ dueDate | string | Due date |
↳ responseDueDate | string | Response due date |
↳ createdTime | string | Created timestamp |
↳ modifiedTime | string | Last modified timestamp |
↳ customerResponseTime | string | Time the last customer response was received |
↳ closedTime | string | Closed timestamp |
↳ resolution | string | Resolution text |
↳ threadCount | string | Number of threads |
↳ commentCount | string | Number of comments |
↳ webUrl | string | Web URL to the ticket |
↳ isEscalated | boolean | Whether the ticket is escalated |
↳ isOverDue | boolean | Whether the ticket is overdue |
↳ isSpam | boolean | Whether the ticket is marked spam |
↳ cf | json | Custom field values, keyed by custom field API name |
count | number | Number of results in this page |
nextFrom | number | Next search index; null for an empty page, a reached total, or the 1000-result search window. Narrow the filters to find further matches. |
totalCount | number | Total search matches reported by Zoho, when provided |
Move a ticket to another department.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
ticketId | string | Yes | Ticket ID |
departmentId | string | Yes | ID of the department to move the ticket |
forumId | string | No | ID of the community sub-category to move the forum ticket (forum topic converted into a ticket). |
| Parameter | Type | Description |
|---|
completed | boolean | Whether the requested operation completed successfully |
Send an email reply from a configured Zoho Desk sender address.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
isPrivate | boolean | No | Specifies whether the thread is Private or Public. Forwarded threads are always private. |
sendImmediately | boolean | No | Specify whether the reply has to sent immediately |
ticketId | string | Yes | Ticket ID |
replyContent | string | Yes | Content of the thread |
replyContentType | string | No | Formatting type of the content. Applicable only for the EMAIL channel. Values supported are html and plainText (default). |
inReplyToThreadId | string | No | ID of the thread to which current thread is a reply, applicable only for EMAIL channel |
replyDirection | string | No | Key that returns whether the thread is incoming or outgoing |
cc | string | No | Email ID to be CC-ed. Applicable only for EMAIL channel |
bcc | string | No | Email ID to be BCC-ed., if any exist. Applicable only for EMAIL channel |
hasAttach | boolean | No | States whether the thread has attachments |
ticketStatus | string | No | Status of the ticket. Includes the custom statuses configured in your help desk portal. |
replyAttachmentIds | array | No | List of attachment IDs, applicable only for EMAIL channel. For information on how to retrieve attachment IDs, refer to the Uploads section. JSON array. |
to | string | No | To email ID in the thread, applicable only for EMAIL channel |
fromEmailAddress | string | Yes | Sender email address configured in your Zoho Desk portal. |
isForward | boolean | No | Key that returns if the thread was sent as a forward. Applicable only for the EMAIL channel. |
| Parameter | Type | Description |
|---|
thread | object | The thread |
↳ id | string | Thread ID |
↳ channel | string | Thread channel |
↳ direction | string | Direction (in/out) |
↳ content | string | Thread content (raw; may be HTML) |
↳ contentType | string | Content type |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ summary | string | Thread summary |
↳ responderId | string | Responder ID |
↳ createdTime | string | Created timestamp |
↳ hasAttach | boolean | Whether the thread has attachments |
↳ attachmentCount | string | Number of attachments |
↳ fromEmailAddress | string | From email address |
↳ to | string | To email address |
↳ cc | string | CC email address |
↳ bcc | string | BCC email address |
↳ replyTo | string | Reply-to email address |
↳ isForward | boolean | Whether the thread is a forward |
↳ isContentTruncated | boolean | Whether Zoho truncated the thread content; fetch fullContentURL for the rest |
↳ fullContentURL | string | URL returning the untruncated thread content |
↳ plainText | string | Zoho's own plain-text rendering of the thread, when it supplies one |
↳ status | string | Delivery status of the thread (e.g. SUCCESS, PENDING, FAILED, DRAFT) |
↳ isDescriptionThread | boolean | Whether this thread is the ticket's original description |
↳ visibility | string | Thread visibility (e.g. public) |
↳ canReply | boolean | Whether the thread can be replied to |
↳ author | object | Who sent the thread |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Author type (AGENT/END_USER) |
↳ photoURL | string | Avatar URL |
↳ attachments | array | Thread attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
List Contacts in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
contactSelectedFields | string | No | Key that returns the values of mentioned fields (both pre-defined and custom) in your portal. All field types except multi-text are supported. Standard, non-editable fields are supported too. These fields include: photoURL, webUrl. Maximum of 30 fields is supported as comma separated values. Comma-separated values. |
contactViewId | string | No | ID of the view to apply while fetching the resources |
limit | number | No | Page size (1-100). |
from | number | No | Pagination start index; use the provider index for this endpoint (default 1). |
contactListInclude | string | No | Secondary information related to the contact.Value supported is accounts. Comma-separated values. |
contactListSortBy | string | No | Sort field: firstName, lastName, phone, email, account, createdTime, modifiedTime. Prefix with - for descending. |
| Parameter | Type | Description |
|---|
contacts | array | Contacts records, including explicitly requested portal fields |
↳ id | string | Contact ID |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Primary email |
↳ secondaryEmail | string | Secondary email |
↳ phone | string | Phone number |
↳ mobile | string | Mobile number |
↳ accountId | string | Associated account ID |
↳ ownerId | string | Owner ID |
↳ type | string | Contact type |
↳ title | string | Job title |
↳ street | string | Street |
↳ city | string | City |
↳ state | string | State |
↳ country | string | Country |
↳ zip | string | ZIP / postal code |
↳ description | string | Description |
↳ cf | json | Custom field values, keyed by custom field API name |
count | number | Number of results in this page |
nextFrom | number | Next index to request; null when this page is empty. The next request may return an empty page. |
Create Contact in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
contactLastName | string | Yes | Last name of the contact |
contactAccountId | string | No | Account to which the contact is mapped |
contactFirstName | string | No | First name of the contact |
contactSecondaryEmail | string | No | Secondary email ID of the contact |
contactPhone | string | No | Phone number of the contact |
contactMobile | string | No | Mobile number of the contact |
contactOwnerId | string | No | ID of the user who creates the contact |
contactType | string | No | Contact type |
contactEmail | string | No | Email ID of the contact |
contactZip | string | No | Zip code |
contactCountry | string | No | Contact's country of residence |
contactTwitter | string | No | Twitter ID of the contact |
contactCustomFields | json | No | User-defined fields related to the contact JSON object. |
contactCity | string | No | Contact's city of residence |
contactStreet | string | No | Contact's address |
contactFacebook | string | No | Facebook ID of the contact |
contactDescription | string | No | Contact description |
contactState | string | No | Contact's state of residence |
contactTitle | string | No | Contact title |
contactLanguage | string | No | Language preference to set for the Contact |
| Parameter | Type | Description |
|---|
contact | object | The contact |
↳ id | string | Contact ID |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Primary email |
↳ secondaryEmail | string | Secondary email |
↳ phone | string | Phone number |
↳ mobile | string | Mobile number |
↳ accountId | string | Associated account ID |
↳ ownerId | string | Owner ID |
↳ type | string | Contact type |
↳ title | string | Job title |
↳ street | string | Street |
↳ city | string | City |
↳ state | string | State |
↳ country | string | Country |
↳ zip | string | ZIP / postal code |
↳ description | string | Description |
↳ cf | json | Custom field values, keyed by custom field API name |
Update Contact in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
contactId | string | Yes | Contact ID |
contactLastName | string | No | Last name of the contact |
contactAccountId | string | No | Account to which the contact is mapped |
contactFirstName | string | No | First name of the contact |
contactSecondaryEmail | string | No | Secondary email ID of the contact |
contactPhone | string | No | Phone number of the contact |
contactMobile | string | No | Mobile number of the contact |
contactOwnerId | string | No | ID of the user who creates the contact |
contactType | string | No | Contact type |
contactEmail | string | No | Email ID of the contact |
contactZip | string | No | Zip code |
contactCountry | string | No | Contact's country of residence |
contactTwitter | string | No | Twitter ID of the contact |
contactCustomFields | json | No | User-defined fields related to the contact JSON object. |
contactCity | string | No | Contact's city of residence |
contactStreet | string | No | Contact's address |
contactFacebook | string | No | Facebook ID of the contact |
contactDescription | string | No | Contact description |
contactState | string | No | Contact's state of residence |
contactTitle | string | No | Contact title |
contactLanguage | string | No | Language preference to set for the Contact |
| Parameter | Type | Description |
|---|
contact | object | The contact |
↳ id | string | Contact ID |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Primary email |
↳ secondaryEmail | string | Secondary email |
↳ phone | string | Phone number |
↳ mobile | string | Mobile number |
↳ accountId | string | Associated account ID |
↳ ownerId | string | Owner ID |
↳ type | string | Contact type |
↳ title | string | Job title |
↳ street | string | Street |
↳ city | string | City |
↳ state | string | State |
↳ country | string | Country |
↳ zip | string | ZIP / postal code |
↳ description | string | Description |
↳ cf | json | Custom field values, keyed by custom field API name |
Search Contacts in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
searchEmail | string | No | Email ID of the contact. Supports * wildcards. Supports empty/not-empty search operators. Comma-separated values. |
searchPhone | string | No | Phone number of the contact. Supports * wildcards. Supports empty/not-empty search operators. Comma-separated values. |
searchMobile | string | No | Mobile number of the contact. Supports * wildcards. Supports empty/not-empty search operators. Comma-separated values. |
searchAccountName | string | No | Name of the account associated with the Contact. Supports * wildcards. Supports empty/not-empty search operators. |
createdTimeRange | string | No | Key that filters contacts created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; For example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z |
limit | number | No | Page size (1-100; default 10). |
from | number | No | Pagination start index (0-999; search returns at most the first 1000 matches). |
modifiedTimeRange | string | No | Key that filters contacts modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; For example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z |
contactSearchIds | string | No | ID of the contact. Exact match. Comma-separated values. |
_all | string | No | Search text across all fields. Supports * wildcards; at least 3 characters. |
contactSearchCustomField1 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField2 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField3 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField4 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField5 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField6 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField7 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField8 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField9 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
contactSearchCustomField10 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
searchLastName | string | No | Last name of the contact. Supports * wildcards. |
searchFirstName | string | No | First name of the contact. Supports * wildcards. Supports empty/not-empty search operators. |
fullName | string | No | Full name of the contact. Supports * wildcards. |
contactSearchSortBy | string | No | Sort field: relevance, modifiedTime, createdTime, lastName, firstName. Prefix with - for descending. |
| Parameter | Type | Description |
|---|
contacts | array | Search Contacts results |
↳ id | string | Contact ID |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Primary email |
↳ secondaryEmail | string | Secondary email |
↳ phone | string | Phone number |
↳ mobile | string | Mobile number |
↳ accountId | string | Associated account ID |
↳ ownerId | string | Owner ID |
↳ type | string | Contact type |
↳ title | string | Job title |
↳ street | string | Street |
↳ city | string | City |
↳ state | string | State |
↳ country | string | Country |
↳ zip | string | ZIP / postal code |
↳ description | string | Description |
↳ cf | json | Custom field values, keyed by custom field API name |
count | number | Number of results in this page |
nextFrom | number | Next search index; null for an empty page, a reached total, or the 1000-result search window. Narrow the filters to find further matches. |
totalCount | number | Total search matches reported by Zoho, when provided |
List Accounts in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
accountViewId | string | No | ID of the view to apply while fetching the resources |
limit | number | No | Page size (1-100). |
from | number | No | Pagination start index; use the provider index for this endpoint (default 1). |
accountListSortBy | string | No | Sort field: website, email, phone, accountName, createdTime, modifiedTime. Prefix with - for descending. |
accountSelectedFields | string | No | Key that returns the values of mentioned fields (both pre-defined and custom) in your portal. All field types except multi-text are supported. Standard, non-editable fields are supported too. These fields include: photoURL, webUrl. Maximum of 30 fields is supported as comma separated values. Comma-separated values. |
| Parameter | Type | Description |
|---|
accounts | array | Accounts records, including explicitly requested portal fields |
count | number | Number of results in this page |
nextFrom | number | Next index to request; null when this page is empty. The next request may return an empty page. |
Create Account in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
accountWebsite | string | No | Website of the account |
accountName | string | Yes | Name of the account |
accountPhone | string | No | Phone number of the account |
accountEmail | string | No | Email ID of the account |
accountCountry | string | No | Country in which the account is based |
accountCode | string | No | Zip code |
accountCustomFields | json | No | User-defined fields associated with the account JSON object. |
accountCity | string | No | City in which the account is based |
accountStreet | string | No | Address of the account |
accountAnnualrevenue | number | No | Annual revenue of the account |
accountDescription | string | No | A short description of the account |
accountIndustry | string | No | Industry in which the account operates |
accountState | string | No | State in which the account is based |
accountOwnerId | string | No | ID of account owner |
accountFax | string | No | Fax number of the account |
accountAssociatedSLAIds | array | No | IDs of the SLAs associated with the account. An account can have multiple SLAs, but only one SLA per department can be mapped to it. JSON array. |
| Parameter | Type | Description |
|---|
account | object | The account |
Update Account in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
accountId | string | Yes | Unique ID of the account |
accountWebsite | string | No | Website of the account |
accountName | string | No | Name of the account |
accountPhone | string | No | Phone number of the account |
accountEmail | string | No | Email ID of the account |
accountCountry | string | No | Country in which the account is based |
accountCode | string | No | Zip code |
accountCustomFields | json | No | User-defined fields associated with the account JSON object. |
accountCity | string | No | City in which the account is based |
accountStreet | string | No | Address of the account |
accountAnnualrevenue | number | No | Annual revenue of the account |
accountDescription | string | No | A short description of the account |
accountIndustry | string | No | Industry in which the account operates |
accountState | string | No | State in which the account is based |
accountOwnerId | string | No | ID of account owner |
accountFax | string | No | Fax number of the account |
accountAssociatedSLAIds | array | No | IDs of the SLAs associated with the account. An account can have multiple SLAs, but only one SLA per department can be mapped to it. JSON array. |
| Parameter | Type | Description |
|---|
account | object | The account |
Search Accounts in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
searchAccountName | string | No | Name of the account. Supports * wildcards. |
createdTimeRange | string | No | Key that filters accounts created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; For example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z |
limit | number | No | Page size (1-100; default 10). |
from | number | No | Pagination start index (0-999; search returns at most the first 1000 matches). |
modifiedTimeRange | string | No | Key that filters accounts modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; For example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z |
accountSearchIds | string | No | ID of the account. Exact match. Comma-separated values. |
_all | string | No | Search text across all fields. Supports * wildcards; at least 3 characters. |
accountSearchCustomField1 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField2 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField3 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField4 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField5 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField6 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField7 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField8 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField9 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchCustomField10 | string | No | Custom-field filter in APIName:search value format. Supports * wildcards and empty/not-empty search operators. |
accountSearchSortBy | string | No | Sort field: relevance, modifiedTime, createdTime, accountName. Prefix with - for descending. |
| Parameter | Type | Description |
|---|
accounts | array | Search Accounts results |
count | number | Number of results in this page |
nextFrom | number | Next search index; null for an empty page, a reached total, or the 1000-result search window. Narrow the filters to find further matches. |
totalCount | number | Total search matches reported by Zoho, when provided |
Get Account in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
accountInclude | string | No | Allowed values are : owner |
accountId | string | Yes | Unique ID of the account |
| Parameter | Type | Description |
|---|
account | object | The account |
List Departments in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
chatStatus | string | No | Key that filters departments based on their chat status. Values allowed are AVAILABLE, DISABLED, NOT_CREATED, and ${UNAVAILABLE}. ${UNAVAILABLE} refers to departments which are not available for chat. |
searchStr | string | No | String to search for departments by name, help center name, or description. The string must contain at least one character. Three search methods are supported: 1) string* - Searches for departments whose name, help center name, or description start with the string, 2) string - Searches for departments whose name, help center name, or description contain the string, 3) string - Searches for departments whose name, help center name, or description is an. Exact match. for the string |
isEnabled | boolean | No | Key that filters departments based on their enabled status |
limit | number | No | Page size (0-200; default 10). |
from | number | No | Pagination start index (0-based). |
| Parameter | Type | Description |
|---|
departments | array | List Departments results |
count | number | Number of results in this page |
nextFrom | number | Next index to request; null when this page is empty. The next request may return an empty page. |
Get Department in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
lookupDepartmentId | string | Yes | Unique ID of the department |
| Parameter | Type | Description |
|---|
department | object | The department |
List Agents in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
agentListInclude | string | No | Secondary information related to agents, The allowed values are profile, role. You can include all two values by separating them with commas in the API request. |
roleIds | string | No | Comma-separated array of role IDs. Maximum number of IDs allowed is 50. Comma-separated values. |
searchStr | string | No | String to search for agents by first name, last name, or email ID. The string must contain at least one character. The supported search methods: 1) string* - Searches for agents whose first name, last name, or email ID start with the string, 2) string - Searches for agents whose first name, last name, or email ID contain the string, 3) string - Searches for agents whose first name, last name, or email ID is an. Exact match. for the string |
cfSearchStr | string | No | String to search for agents by custom field. The string must contain at least one character |
cfFieldName | string | No | API name of the custom field that must be used for searching and listing agents |
fieldName | string | No | Name of the field that must be used for searching and listing agents. The allowed values are: firstName, lastName, name, and emailId |
isLightAgent | boolean | No | Key that denotes if the agents must be light or non light. |
sortOrder | string | No | To sort the available list of agents in either ascending or descending order. The allowed values are: asc or desc |
limit | number | No | Page size (0-200; default 10). |
rolePermissionType | string | No | Types of roles and permissions of the agents to list. The allowed values are AgentPublic, AgentPersonal,AgentTeamPersonal, Admin, Light, Custom, and ${NON_LIGHT}. ${NON_LIGHT} refers to agents who are not associated with the light agent profile. |
profileIds | string | No | Comma-separated array of profile IDs. Maximum number of IDs allowed is 50. Comma-separated values. |
from | number | No | Pagination start index (0-based). |
isConfirmed | boolean | No | Key that denotes if the agents must be confirmed or unconfirmed. |
departmentIds | string | No | Comma-separated array of department IDs. Maximum number of IDs allowed is 50. Comma-separated values. |
agentStatus | string | No | Key that filters agents based on their activation status: ACTIVE, DISABLED, DELETED or IMPORTED |
| Parameter | Type | Description |
|---|
agents | array | List Agents results |
count | number | Number of results in this page |
nextFrom | number | Next index to request; null when this page is empty. The next request may return an empty page. |
Get Agent in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
agentInclude | string | No | Secondary information related to the agent. Values allowed are profile, role, associatedDepartments, associatedChatDepartments and verifiedEmails. Separate multiple values with commas. |
agentId | string | Yes | Agent ID |
| Parameter | Type | Description |
|---|
agent | object | The agent |
Get Comment in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
commentInclude | string | No | Related comment data to include: mentions, plainText, or both separated by commas. |
commentId | string | Yes | Comment ID |
ticketId | string | Yes | Ticket ID |
| Parameter | Type | Description |
|---|
comment | object | The comment |
↳ id | string | Comment ID |
↳ content | string | Comment content (raw; may be HTML) |
↳ contentType | string | Content type (plainText/html) |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ isPublic | boolean | Whether the comment is public |
↳ commenterId | string | Commenter ID |
↳ commenter | object | Who wrote the comment |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Commenter type (AGENT/END_USER) |
↳ roleName | string | Role name |
↳ photoURL | string | Avatar URL |
↳ commentedTime | string | Commented timestamp |
↳ modifiedTime | string | Modified timestamp |
↳ attachments | array | Comment attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
Update comment content or attachments; visibility can only be set when creating a comment.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
commentId | string | Yes | Comment ID |
ticketId | string | Yes | Ticket ID |
content | string | No | The comment content. To mention an agent: zsu[@user:{zuid}]zsu To mention a team: zsu[@team:{teamId}_{teamName}]zsu Note: This format can also be used to retrieve agent information. |
attachmentIds | array | No | List of file attachments included in the comment.Note: For more details on attachments, refer to the Uploads section. JSON array. |
contentType | string | No | Specifies the type of the content whether html or plainText. The default value is html. |
| Parameter | Type | Description |
|---|
comment | object | The comment |
↳ id | string | Comment ID |
↳ content | string | Comment content (raw; may be HTML) |
↳ contentType | string | Content type (plainText/html) |
↳ contentText | string | Plain-text rendering of content (HTML stripped when contentType is html) |
↳ isPublic | boolean | Whether the comment is public |
↳ commenterId | string | Commenter ID |
↳ commenter | object | Who wrote the comment |
↳ name | string | Display name |
↳ firstName | string | First name |
↳ lastName | string | Last name |
↳ email | string | Email address |
↳ type | string | Commenter type (AGENT/END_USER) |
↳ roleName | string | Role name |
↳ photoURL | string | Avatar URL |
↳ commentedTime | string | Commented timestamp |
↳ modifiedTime | string | Modified timestamp |
↳ attachments | array | Comment attachments |
↳ id | string | Attachment ID |
↳ name | string | File name |
↳ size | string | File size as reported by Zoho |
↳ href | string | Download href |
Delete Comment in Zoho Desk.
| Parameter | Type | Required | Description |
|---|
orgId | string | Yes | Zoho Desk organization ID |
commentId | string | Yes | Comment ID |
ticketId | string | Yes | Ticket ID |
| Parameter | Type | Description |
|---|
completed | boolean | Whether the requested operation completed successfully |
A Trigger is a block that starts a workflow when an event happens in this service.
Trigger a workflow when a Zoho Desk event occurs (ticket, comment, thread, contact, agent, task, or article changes).
| Parameter | Type | Required | Description |
|---|
triggerCredentials | string | Yes | This trigger creates and manages a webhook subscription in your Zoho Desk account. |
orgId | project-selector | Yes | The Zoho Desk organization (portal) to subscribe in. |
manualOrgId | string | Yes | Type an organization ID instead of picking one from the list. |
eventType | string | Yes | Event |
triggerDepartmentIds | string | No | Restrict events to these departments. Leave empty for all departments. |
fields | string | No | For Ticket Updated: only fire when one of these fields changes (max 5). Previous values are included in the payload. |
direction | string | No | Thread Direction |
| Parameter | Type | Description |
|---|
eventType | string | The Zoho Desk event type (e.g. Ticket_Add) |
eventTime | string | Event time in milliseconds since epoch |
orgId | string | Zoho Desk organization ID |
payload | json | The full resource that changed (ticket, comment, thread, etc.). Comment and thread events gain a derived plain-text contentText alongside the raw content + contentType; ticket events gain descriptionText alongside description. |
prevState | json | Previous state of the resource (update events only) |