Zoho Desk Integration

Credentials required

Step 1 — Create a Server-based OAuth Client

1. 1
   Open Zoho API Console

   Go to https://api-console.zoho.com and click Add Client → Server-based Applications.
2. 2
   Configure the client

   Set any valid Redirect URI (e.g. https://ticketresolve.ai/oauth/callback) — it is not used for client credentials flow. Click Create.
3. 3
   Note the credentials

   Copy the Client ID and Client Secret.

Step 2 — Find your Org ID and Portal ID

• Org ID: Zoho Desk → Setup → Developer Space → API → Org ID (numeric).
• Portal ID: Zoho Desk → Setup → Channels → Help Center → your portal name or numeric ID.

Step 3 — Enter credentials in TR-AI

In your TR-AI Dashboard, open the Zoho Desk credentials card. Enter Client ID, Client Secret, Org ID, and Portal ID. Click Save. TR-AI exchanges credentials for a token and calls GET /api/v1/departments?limit=1 to verify access.

Step 4 — Configure the Zoho Desk webhook

1. 1
   Open Automation

   Go to Zoho Desk → Setup → Automation → Workflows → New Rule.
2. 2
   Set the trigger

   Module = Tickets. Event = Ticket Created.
3. 3
   Add a webhook action

   Add action: Webhook. Set Method = POST and URL:

https://ticketresolve.ai/api/integrations/zoho-desk/webhook/{your-trial-id}

How TR-AI sends replies

TR-AI posts replies via POST /api/v1/tickets/{ticketId}/sendReply with channel: 'EMAIL'. This ensures the reply is emailed to the ticket requester — without channel: 'EMAIL', Zoho posts a web/portal reply only and no email is sent.

Reply content is wrapped in minimal HTML (<br> for newlines) since Zoho Desk renders the content field as HTML.

OAuth token caching

Tokens are cached per org and refreshed automatically on expiry. The cache key is {orgId}:{clientId[:16]}. Pass force=true to bypass the cache (used internally on 401 responses).

Token scope requested: Desk.tickets.ALL,Desk.contacts.READ.

Triage behaviour

When TR-AI cannot auto-resolve a ticket, it:

• Posts a public acknowledgement reply via sendReply with channel: 'EMAIL'.
• Assigns the ticket to a department named Triage if one exists — otherwise leaves it open and unassigned.
• Sets ticket status to Open so agents see it.
• Sends a Slack notification if configured.

Ticket status values