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Zoho Desk

Tickets, threads, contacts, accounts, and customer feedback from Zoho Desk through its REST API and webhooks.

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About

Zoho Desk is the help desk in the Zoho suite. An organization holds departments, agents, teams, contacts, accounts, and tickets. A ticket carries a channel, priority, status, sentiment, a due date, and a response due date, and it threads email, comments, and calls beneath it. Its API lives at /api/v1 on the base URL of your data center, and every call spends daily API credits.

Through Fibric, an operator subscribes to ticket webhooks, reads the thread and the contact, and proposes a reply, a comment, or a field change for your approval. Each approved change is written once and leaves a record of what changed, why, and how to undo it.

This is a reference listing. It documents what Fibric would read from Zoho Desk and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Tickets through GET /api/v1/tickets and GET /api/v1/tickets/search, with status, priority, channel, sentiment, dueDate, and responseDueDate
  • Threads, conversations, and comments beneath a ticket, including direction, visibility, and author type
  • Contacts, accounts, agents, departments, and teams
  • Customer Feedback ratings on outgoing ticket replies, listed by department, agent, contact, or ticket
  • Webhook events such as Ticket_Add, Ticket_Update, Ticket_Thread_Add, Ticket_Comment_Add, Contact_Update, and Account_Update
  • Ticket metrics, activities, and counts by field value

Proposed actions

  • Target capability: propose a reply through POST /api/v1/tickets/{ticket_id}/sendReply on the EMAIL channel, with an optional ticketStatus
  • Target capability: propose a draft through POST /api/v1/tickets/{ticket_id}/draftReply for an agent to send
  • Target capability: propose a public or private comment through POST /api/v1/tickets/{ticket_id}/comments using isPublic
  • Target capability: propose a status, priority, assignee, or team change through PATCH /api/v1/tickets/{ticket_id}
  • Target capability: propose a merge, a move to another department, or a tag through the ticket merge, move, and associateTag endpoints

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Route a new ticket by sentiment and channel

    On each Ticket_Add event the operator reads sentiment, channel, and priority and proposes a department, team, or priority change for approval.

    With Ticket Triage

  • Act before a response due date passes

    The operator watches responseDueDate and dueDate on open tickets and proposes a reassignment or a reply when a ticket is about to go past due.

    With Breach Watch

  • Merge a second ticket from the same contact

    When a contact opens a new ticket on a subject already open, the operator proposes a merge through POST /api/v1/tickets/{ticket_id}/merge.

    With Thread Merge

  • Follow up on a bad rating

    The operator reads Customer Feedback for the department and proposes a private comment and a callback task when a reply is rated badly.

    With Detractor Callback

Requirements

  • A Zoho Desk organization and an OAuth client bound to it at consent time
  • The api_domain returned with the access token, because each data center has its own base URL, from desk.zoho.com to desk.zoho.eu
  • Scopes for the work: Desk.tickets.READ and UPDATE, Desk.contacts.READ, Desk.basic.READ, Desk.search.READ, and Desk.events for webhook management
  • Professional edition or above for webhooks; Free and Standard editions have none
Authentication
OAuth 2.0 through a client registered in the Zoho API console; requests carry Authorization: Zoho-oauthtoken and the scopes granted at consent, such as Desk.tickets.READ and Desk.tickets.UPDATE.

Limits

  • Calls spend daily credits by edition: Express 25,000, Standard 50,000, Professional 75,000, Enterprise 100,000, plus credits per user; unused credits expire each day
  • Concurrent calls are capped by edition, from 5 on Free and Trial to 25 on Enterprise; excess returns TOO_MANY_REQUESTS
  • Listing endpoints page with from and limit and return at most 50 records per call; deeper offsets cost more credits
  • Webhook counts are per edition, Professional 5, Enterprise 10, Ultimate 20, and the endpoint must answer 200 within 5 seconds

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

Does Zoho Desk send webhooks for ticket changes?
Yes, on Professional and higher editions. Events include Ticket_Add, Ticket_Update, Ticket_Thread_Add, Ticket_Comment_Add, Contact_Add, and Account_Update. The payload carries eventType, eventTime, orgId, and the record; update events can include prevState. Your endpoint must return 200 within 5 seconds.
How does Zoho Desk limit API use?
With daily credits and a concurrency cap. Each edition has base credits per day plus credits per purchased user, and a maximum number of simultaneous calls. The headers X-Rate-Limit-Request-Weight-v3 and X-Rate-Limit-Remaining-v3 report usage. Retry-After appears once the daily limit is reached.
Can the connector reply to a customer directly?
Yes. POST /api/v1/tickets/{ticket_id}/sendReply sends a reply on the EMAIL channel or a configured custom channel and can set ticketStatus in the same call. To leave the send to an agent, POST /api/v1/tickets/{ticket_id}/draftReply saves a draft instead.
Ask about Zoho Desk

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Zoho Desk through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy