Zoho Desk APIs facilitate integration with other Zoho applications and third-party tools by adhering to RESTful principles. These APIs enable you to programmatically fetch and edit data in the different modules in Zoho Desk, such as Tickets, Contacts, Accounts and so on. All the APIs follow HTTP rules and error codes. To keep yourself updated about the changes in our APIs, follow the Zoho Desk Developer APIs forum.
API Root Endpoint
desk.zoho.com/api/v1
All Zoho Desk APIs require these two mandatory fields in the header.
Authorization - Authentication request tokenorgId -ID of the organization to access. All API endpoints except /organizations mandatorily require the orgId.Example
$ curl -X GET https://desk.zoho.com/api/v1/tickets
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.67013ab3960787bcf3affae67e649fc0.83a789c859e040bf11e7d05f9c8b5ef6"
Zoho Desk APIs enable data manipulation and retrieval through different HTTP methods.
| Method | Purpose |
|---|---|
| GET | Retrieve resources |
| POST | Create resources and perform resource actions |
| PUT | Update resources |
| PATCH | Partially update resources |
| DELETE | Delete resources |
Using the GET method, you can get a list of resources or details of a particular instance of a resource.
To get a list of tickets
$ curl -X GET https://desk.zoho.com/api/v1/tickets
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.67013ab3960787bcf3affae67e649fc0.83a789c859e040bf11e7d05f9c8b5ef6"
To get the details of a ticket referred to by a specified ticket_id
$ curl -X GET https:// desk.zoho.com/api/v1/tickets/903000000000099
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.67013ab3960787bcf3affae67e649fc0.83a789c859e040bf11e7d05f9c8b5ef6"
Zoho Desk uses HTTP status codes to indicate success or failure of API calls. Status codes in the 2xx range indicate success, 4xx range indicate error in the information provided, and 5xx range indicate server side errors. The following table lists some commonly used HTTP status codes.
| Status Code | Description |
|---|---|
| 200 | OK |
| 201 | Created |
| 204 | No content |
| 400 | Bad request |
| 401 | Unauthorized |
| 403 | Forbidden (Unauthorised access) |
| 404 | URL not found |
| 405 | Method not allowed (Method called is not supported for the API invoked) |
| 413 | Payload Too Large |
| 415 | Unsupported Media Type |
| 422 | Unprocessable Entity |
| 429 | Too Many Requests |
| 500 | Internal error |
Besides HTTP status codes and their corresponding error messages, error responses for Zoho Desk APIs also include a machine-parsable errorCode param to simplify error handling.
The different errorCodes and their uses are described below.
This errorCode value appears if the authentication token in the API request is invalid
This errorCode value appears if the OAuthToken is invalid or expired.
This errorCode value appears if the OAuthToken does not contain the scope required to perform the operation.
This errorCode value appears if the user chooses a different organization while generating the OAuthToken instead of the organization in which they want to perform the operation.
This errorCode value appears if the user does not have all the permissions required to access the resource.
This errorCode value appears if the user is unable to perform an action due to the limitations of the Zoho Desk edition in use
The possible values for the feature key are
AGENTSLIGHT_AGENTSTEAMThe possible values for the editionType key are
FREEEXPRESSSTANDARDPROFESSIONALENTERPRISEThis errorCode value appears if the URL provided is invalid or does not exist.
This errorCode value appears if the method in the API request is known by the server but disabled for the API requested.
This errorCode value appears if the size of the resource exceeds the limit defined by the server.
This errorCode value appears if the server refuses the request as a result of receiving the input in an unsupported format.
This errorCode value appears if there are inaccuracies, such as duplicate entries or invalid IDs, in the data given by the user. The type of inaccuracy is identified by the errorType param.
The possible values for the errorType key are:
The field that contains the inaccurate value is returned in the fieldName param, which is represented in the JSON Pointer convention
This errorCode value appears if the input does not fulfil the conditions necessary for successfully executing the API.
This errorCode value appears if the API request tries to remove the last user remaining in a department that has live chat enabled
This errorCode value appears if the user creates a contract for an SLA with existing or overlapping time periods.
This errorCode value appears if the API request tries to deactivate a user who has enabled integrations in the help desk portal
The integration param returns the integration the user enabled in the portal. The possible values are :
LIVECHATThis errorCode value appears if the user sends too many requests within a given amount of time ("rate limiting").
This errorCode value appears if the user fires too many requests in a simultaneous/concurrent manner ("rate limiting").
This errorCode value appears if the server encounters an unexpected condition that prevents it from fulfilling the request.
Request Example
$ curl -X GET https://desk.zoho.com/api/v1/tickets/700000007942
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60"
Response Example
HTTP/1.1 401 Unauthorized
Content-Type: application/json;charset=UTF-8
UnAuthenticatedErrorResponse
HTTP/1.1 401 Unauthorized
Content-Type: application/json;charset=UTF-8
Oauth Error Response
HTTP/1.1 401 Unauthorized
Content-Type: application/json;charset=UTF-8
ScopeMisMatch Error Response
HTTP/1.1 403 Forbidden
Content-Type: application/json;charset=UTF-8
OAuth Org Mismatch Error Response
HTTP/1.1 403 Forbidden
Content-Type: application/json;charset=UTF-8
Forbidden Error Response
HTTP/1.1 403 Forbidden
Content-Type: application/json;charset=UTF-8
LicenseAccessLimited Error Response
HTTP/1.1 403 Forbidden
Content-Type: application/json;charset=UTF-8
Url Not Found Error Response
HTTP/1.1 404 Not Found
Content-Type: application/json;charset=UTF-8
Method Not Allowed Error Response
HTTP/1.1 405 Method Not Allowed
Content-Type: application/json;charset=UTF-8
Resource Size Exceeded Error Response
HTTP/1.1 413 Payload Too Large
Content-Type: application/json;charset=UTF-8
Unsupported Media Type Error Response
HTTP/1.1 415 Unsupported Media Type
Content-Type: application/json;charset=UTF-8
Invalid Data Error Response
HTTP/1.1 422 Unprocessable Entity
Content-Type: application/json;charset=UTF-8
Unprocessable Entity Error Response
HTTP/1.1 422 Unprocessable Entity
Content-Type: application/json;charset=UTF-8
Unprocessable Entity Error Response
HTTP/1.1 422 Unprocessable Entity
Content-Type: application/json;charset=UTF-8
Unprocessable Entity Error Response
HTTP/1.1 422 Unprocessable Entity
Content-Type: application/json;charset=UTF-8
Unprocessable Entity Error Response
HTTP/1.1 422 Unprocessable Entity
Content-Type: application/json;charset=UTF-8
Threshold Exceeded Error Response
HTTP/1.1 429 Too Many Requests
Content-Type: application/json;charset=UTF-8
Concurrent Rate Limit Exceeded Error Response
HTTP/1.1 429 Too Many Requests
Content-Type: application/json;charset=UTF-8
Internal Server Error Response
HTTP/1.1 500 Internal Server Error
Content-Type: application/json;charset=UTF-8
In Zoho Desk, you can fetch multiple resources using listing APIs, such as list tickets , list agents and list departments and so on. The retrieval and arrangement of these resources on end-users' screen is called pagination. Pagination in listing APIs is made possible by two parameters: from and limit
| Attributes | Description |
|---|---|
| from | from indicates the offset from which the records is to be fetched the default value of from parameter is 1 |
| limit | limit indicates the number of records the API must fetch. The default value of limit will be 10. A single API request can fetch a maximum of 50 resources. However, some APIs support higher limits, which is mentioned in the API document, wherever applicable |
The paginated responses are retrieved in the form of JSON objects that contain a key called data and a JSON array of resources (objects) as the value.
Request Example with pagination
$ curl -X GET 'https://desk.zoho.com/api/v1/accounts?from=1&limit=1'
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.67013ab3960787bcf3affae67e649fc0.83a789c859e040bf11e7d05f9c8b5ef6"
-H "featureFlags:multiLayout,ticketTeam"
Response Example:
HTTP/1.1 200 OK
Content-Type: application/json;charset=UTF-8
{
"data" : [ {
"website" : "112121",
"accountName" : "Admin Account",
"phone" : "121212",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"customerHappiness" : {
"badPercentage" : "30",
"okPercentage" : "30",
"goodPercentage" : "40"
},
"id" : "1892000000052077",
"email" : "[email protected]"
} ]
}Zoho Desk enables you to retrieve different related resources through a single API request, which is made possible by the include query param. This query param takes a comma separated list of values corresponding to the API.
Backwards Compatibility on api changes is always maintained. Minor api changes like field, URL, query param deprecation will be notified via forum with a transistion period. Support will be revoked after the end of transition period. Only major api interface change will involve the version number in the URL to change.
An OpenAPI Specification (OAS) is an industry-standard way to describe RESTful APIs. It provides a clear, structured way to define authentication methods, endpoints, request parameters, and response formats. OpenAPI specification is written either in JSON or YAML, making them both machine-readable and easy for developers to interpret.
OpenAPI 3.1.0 provides a standardized and structured approach that helps developers understand, use, and integrate APIs more effectively. It is designed to provide:
The OpenAPI Specification (OAS) for Zoho Desk APIs is hosted on GitHub:
Zoho Desk's OAS files are designed to provide a generic representation of standard API endpoints, request/response structures, and supported HTTP methods. They do not include application-specific business logic.
For example, each module may require different input data for specific scenarios. However, the generic design may not fully capture your application-specific requirements. Developers are expected to identify such gaps, plan accordingly, and extend or adapt the specifications to fit their use cases during integration.
Every time you make an API call in Zoho Desk, it uses up API credits. These credits help control usage and ensure system performance stays stable.
The number of credits used depends on what kind of operation you're performing. Simple actions use fewer credits, while complex actions use more.
Every Zoho Desk edition comes with a set of base credits by default. Additional credits are also provided based on the number of users you have purchased, excluding light agents.
| Edition | Base Credits + Additional Credits per User |
|---|---|
| Free/ Trial period | 5,000 + 0 |
| Express | 25,000 + 100/User |
| Standard | 50,000 + 250/User |
| Professional | 75,000 + 500/User |
| Enterprise/Zoho One/CRM Plus | 100,000 + 1,000/User |
For example, if a portal is using the Professional edition and has 50 users.
Here is a calculator to find the available credit limits based on your edition and the number of users.
API credits are tracked on a 24-hour cycle, from 00:00 to 23:59:59, based on the timezone of your data center. These credits reset every 24 hours.
Once you have used up all your base and user credits, you can purchase additional credits
Note:Unused credits will expire after the 24-hour period ends.
You can view the daily base credits available to your organization by navigating to Setup > Developer Space > APIs.
You can easily track your credit usage by checking this section. It provides a detailed breakdown showing how many credits have already been consumed and how many are still available for use.
Note:API credit usage is presented for the current day. Please allow up to 15 minutes for the latest usage information to be updated.
In addition to API credits, Zoho Desk also uses a concurrency system to manage API usage. Concurrency limits define the maximum number of API calls that can be active at the same time from a portal
These limits differ based on your Zoho Desk edition.
| Edition | Concurrency Limits |
|---|---|
| Free/ Trial period | 5 |
| Express | 10 |
| Standard | 10 |
| Professional | 15 |
| Enterprise/Zoho One/ CRM Plus | 25 |
If you exceed the allowed concurrency limit, you will receive an error message, as shown
In such cases, you can terminate (kill) some ongoing API calls to continue.
Since concurrency is based on the number of simultaneous active calls, each active API call still consumes credits as usual.
You can make as many API calls as needed per minute, as long as the number of active calls at any given time stays within your editions concurrency limits.
Error response
{
"errorCode": "TOO_MANY_REQUESTS",
"message": "The maximum number of Concurrent API Calls that can be made has been exceeded."
}
Desk uses two types of credit consumption models depending on the nature of the API
The number of credits consumed remains fixed, regardless of how much data is processed.
API: Fetch a single record
Credit: 1 credit/ call
This credit consumption depends on how many records you are working with or how intensive the operation is.
When adding, updating, or deleting multiple records in a single API request, credits are consumed based on the number of records processed.
Simply, More records = More credits used
Each API has a defined configured credit value, and the total credit consumption is calculated using a formula
| Operation | Defined credit |
|---|---|
| Update multiple records | 1 credit for every 2 records |
| Delete multiple records (Move records to trash) | 6 credits per record |
| Restore records from the recycle bin | 6 credits per record |
| Execute generic action | 1 credit per record Note: If the record ID is not specified, 50 credits will be consumed by default. |
For example, updating 50 records will use 25 credits. Restoring 50 records from the recycle bin will consume 300 credits.
When you fetch multiple records, credits are consumed based on the range of records retrieved. The larger the range, the more credits are used. This applies to APIs that search for or fetch a large number of records. The credit usage increases with the number of records processed.
For example, if an API is invoked with parameters from=5 and limit=50, it will retrieve 50 records starting from index 5 (i.e., records 5 to 54). Since these records are near the beginning of the dataset, the operation is lighter and will consume around 3 credits.
However, fetching the same number of records from a much later point. For example, from index 10,005 to 10,054 is more resource-intensive and may consume up to 50 credits.
All APIs support a maximum of 50 records per request. The deeper the data range, the higher the credit consumption.
Note:Fetching a record by its ID or number (e.g., Ticket ID or Ticket Number) counts as a single record. Only one credit will be consumed.
In Zoho Desk, you can increase your API credits beyond the base credits provided with your edition. To do this, simply send an email to [email protected], or contact your dedicated account manager and they will take care of the rest.
Note:Credit purchase limits vary by edition. The editions (excluding Free and Trial) allow up to 5,000,000 credits, including base and user credits.
Before You Request Additional Credits, Make Sure
The table below shows the pricing for each credit slab.
| Tier | Daily credit Range | Monthly Rate per 1000 credits |
|---|---|---|
| First 25,000 | 1 to 25,000 | $4.20 |
| Next 75,000 | 25,001 to 100,000 | $1.80 |
| Next 150,000 | 100,001 to 250,000 | $1.50 |
| Above 250,000 | 250,001+ | $0.75 |
Example: Calculating Monthly Cost for 300,000 Credits
If you need 300,000 credits in a day, the monthly cost would be:
Total Monthly Cost: $502.50
Use the calculator below to check the monthly payable amount for the add-on credits.
Disclaimer: All calculated rates are approximate and subject to changes in the exchange rate.
You can track how many API credits are used and how many are remaining by checking the response headers of your API call.
| Response Header Name | Description |
|---|---|
| X-Rate-Limit-Request-Weight-v3 | The number of credits used for that specific API call. |
| X-Rate-Limit-Remaining-v3 | The credits left for portal for the current day. |
| Retry-After | The time (in seconds) you need to wait before trying the next API request. This appears in the response header only after you reach the rate limit. |
Note:The Retry-After header appears only when your portal hits the maximum daily credit limit.
Success Response Header
HTTP/1.1 200 OK
-H "X-Rate-Limit-Request-Weight-v3: 3"
-H "X-Rate-Limit-Remaining-v3: 950"
Too many request Response Header
HTTP/1.1 429
-H "Retry-After: 34"
You can set up alert notifications to stay informed about your API credit usage. By specifying a threshold limit in percentage, the system will automatically trigger an alert when your API usage reaches that defined limit. This helps you proactively manage your consumption and avoid unexpected disruptions. Learn how to configure API usage alerts.
Zoho Desk's APIs use the industry-standard OAuth 2.0 protocol for authentication and authorization. This protocol delegates user authentication to the service that hosts the user account and authorizes third-party applications to access the user account. Each API request must include an OAuthToken to retrieve any resource from your Zoho Desk portal.
To view a sample reference code in Java to help you understand the OAuth authorization flow for Zoho Desk Rest APIs, click here.
Clients are not required to support password authentication or store user credentials.
Clients gain delegated access, i.e., access only to resources authenticated by the user.
Users can revoke the client's delegated access anytime.
OAuth2.0 access tokens expire after a set time. If the client faces a security breach, user data will be compromised only until the access token is valid.
The following are some terms you need to know before you start using the Zoho Desk APIs.
The Zoho Desk resources, such as Tickets, Contacts, Tasks, etc.
The Zoho Desk server that hosts protected resources.
Any end-user of your account, who can grant access to the protected resources.
An application that sends requests to the resource server to access the protected resources on behalf of the end-user.
The consumer key generated from the connected application.
The consumer secret generated from the connected application.
Authorization server provides the necessary credentials (such as Access and Refresh tokens) to the client. In this case, it will be the Zoho Desk authorization server.
The authorization server creates a temporary token and sends it to the client via the browser. The client will send this code to the authorization server to obtain access and refresh tokens..
A token that is sent to the resource server to access the protected resources of the user. The Access token provides secure and temporary access to Zoho Desk APIs and is used by the applications to make requests to the connected app. Each access token will be valid only for an hour and can be used only for the set of operations that are described in the scope.
A token that can be used to obtain new access tokens. This token has an unlimited lifetime until it is revoked by the end-user.
Sample Success Response
First, register your app in Zoho's Developer Console, which you can access here.
Java Script: Applications that run exclusively on a browser and are independent of a web server.
Web Based: Applications that are clients running on a dedicated HTTP server.
Mobile: Applications that are installed on smart phones and tablets.
Non-browser Mobile Applications: Applications for devices without browser provisioning such as smart TVs and printers.
Self Client: If your application is a stand-alone application that performs only back-end jobs like data-sync (without any manual intervention).
For more details, refer to OAuth Overview.
Client Name: The name of your application you want to register with Zoho.
Homepage URL: The URL of your web page.
Authorized Redirect URIs: A valid URL of your application to which Zoho Accounts redirects you with a grant token(code) after successful authentication.
On successful registration, you will be provided with a client ID and a client secret. These are your OAuth credentials.
To use the Zoho Desk APIs, the user must authenticate the application to make API calls on their behalf with an access token.
The access token, in return, must be obtained from a grant token (authorization code). The Zoho Desk APIs use the authorization code grant type to provide access to protected resources.
There are two ways in which you can generate the grant token based on the client type.
Web-based applications are chosen when your application is used by multiple users and requires user intervention during authorization. For this client-type, you must use redirection-based code generation. In this authorization flow, obtain an authorization grant by invoking the authorization URI, that contains the parameters listed in the table below. Refer to the example to understand how to construct this authorization URI.
| Parameter | Description |
|---|---|
| client_id | Client ID generated after registering the client. |
| response_type | "code" |
| redirect_uri | Redirect URI mentioned while registering the client. |
| scope | The various scopes associated with Zoho Desk.You can use the list of scopes as per your requirement |
| access_type | "offline"/"online". In cases where refresh tokens can't be stored, use online access_type. The default will be online |
| state | State is an opaque value used by the client to maintain state between the request and callback. |
After you invoke the authorization URI, a "user-consent" page opens.
The application gets authorized. The grant token sent as a parameter in the redirect_uri.
A back-end script from your end needs to store the following details from the above URL.
The application exchanges the authorization code for an access token.
The browser redirects to the redirect URI with the parameter error=access_denied, and your application is denied access to the user's data in Zoho Desk.
Note:The grant token is valid only for one minute.
Use this method to generate the grant token if your application does not have a domain and a redirect URL.
You can also use this option when your application is a standalone server-side application performing a back-end job.
Go to Zoho Developer Console.
Choose Self Client from the list of client types, and click Create Now.
Click OK in the pop up to enable a self client for your account.
Now, your client ID and client secret are displayed under the Client Secret tab.
Click the Generate Code tab and enter the required scope separated by commas. Refer to our list of Scopes, for more details.
Select the Time Duration for which the grant token is valid. Please note that after this time, the grant token expires.
Enter a description and click Generate.
The generated code for the specified scope is displayed. Copy the grant token.
Note:Generating the grant token is a one-time process, provided you generate the access and refresh tokens within the time the grant token is valid for.
Authorization Grant API Url
GET https://accounts.zoho.com/oauth/v2/auth
Query Params
?response_type=code
&client_id=1000.R2Z0WWOLFVMR287126QED3B4JWQ5EN
&scope=Desk.tickets.READ,Desk.basic.READ
&redirect_uri=https://www.zylker.com/oauthgrant
&state=-5466400890088961855
Invoke a URL in the following format to exchange the authorization code (obtained at the end of the previous step) with an OAuthToken.
| Parameter | Description |
|---|---|
| code | Authorization code obtained after generating the grant token. |
| client_id | Client ID obtained after registering the client. |
| client_secret | Client secret obtained after registering the client. |
| grant_type | "authorization_code" |
| redirect_uri | Redirect URI mentioned while registering the client. |
After invoking the URL, you will be presented with an access token, which you must include in all API calls.
Note:Each access token is valid for only an hour and used only for the operations defined in the scope.
Refresh token does not expire. Use it to refresh access tokens when they expire.
You can only generate a maximum of five refresh tokens in a minute.
Access Token API Url
POST https://accounts.zoho.com/oauth/v2/token
Query Params
?code=1000.fadbca4c2be2f08b0ce82a54f4313.ba5325853af6f12a0f160
&grant_type=authorization_code
&client_id=1000.R2Z0WWOLFVMR287126QED3B4JWQ5EN
&client_secret=39c689de68c712fa5f1f06c3b1319ab98f59fa921b
&redirect_uri=https://www.zylker.com/oauthgrant
Response Example
Access tokens generally expire in one hour, which means a new access token has to be generated to keep the process going. You can eliminate the need to perform the entire procedure to generate access tokens, by using refresh tokens. Once the access token expires, the refresh token can be used to generate a new access token.
Refresh token can be obtained only when access_type is set to offline while creating the access token.
Refer to the example to understand how an access token can be obtained using the refresh token.
Note:A "User" in an organization can have a maximum of 20 refresh tokens. And each refresh token can have a maximum of 15 active access tokens (non expired).
When a user creates a 16th access token, the system deletes the first created access token. Similarly, when the user creates the 21st refresh token, the system deletes the first created refresh token.
We have provided with a sample test OAuth in all the examples, so that you can test any example on your own. You can replace the sample OAuth Token with your actual token to test requests from your Desk account.
Access Token From Refresh token API Url
POST https://accounts.zoho.com/oauth/v2/token
Query Params
?refresh_token=1000.dd7e67013ab396012e3d6eb1a9bc08.40bf11e7d0a1781ffec859e
&client_id=1000.R2Z0WWOLFVMR287126QED3B4JWQ5EN
&client_secret=39c689de68c712fa5f1f06c3b1319ab98f59fa921b
&scope=Desk.tickets.READ,Desk.basic.READ
&redirect_uri=https://www.zylker.com/oauthgrant
&grant_type=refresh_token
Response Example
If you want to revoke your refresh token, Make a POST request with the following URL:
https://accounts.zoho.com/oauth/v2/token/revoke?token={refresh_token}
Refer to the example to understand how a refresh token can be revoked.
Revoking Token API Url
POST https://accounts.zoho.com/oauth/v2/token/revoke
Query Params
?token=1000.dd7e67013ab396012e3d6eb1a9bc08.40bf11e7d0a1781ffec859e
To invoke Zoho Desk's APIs, pass the access token in the Authorization parameter in the header, as shown in the example.
Request Example
$ curl -X GET https://desk.zoho.com/api/v1/tickets/1892000000143237
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.67013ab3960787bcf3affae67e649fc0.83a789c859e040bf11e7d05f9c8b5ef6"
Response Example
HTTP/1.1 200 Ok
Content-Type: application/json;charset=UTF-8
The various scopes accessible using Zoho Desk's APIs are as follows:
| ScopeName | Description |
|---|---|
| Desk.tickets.ALL | Grants read and write access to tickets and related data. |
| Desk.tickets.READ | Grants read access to tickets and related data. |
| Desk.tickets.WRITE | Grants write access to tickets. |
| Desk.tickets.UPDATE | Grants update access to tickets and related data. |
| Desk.tickets.CREATE | Grants access to create tickets |
| Desk.tickets.DELETE | Grants access to delete tickets |
| Desk.contacts.READ | Grants read access to contacts, accounts and related data |
| Desk.contacts.WRITE | Grants write access to contacts, accounts and related data |
| Desk.contacts.UPDATE | Grants update access to contacts, accounts and related data |
| Desk.contacts.CREATE | Grants access to create contacts and accounts |
| Desk.tasks.ALL | Grants read and write access to tasks and related data |
| Desk.tasks.WRITE | Grants write access to tasks and related data |
| Desk.tasks.READ | Grants read access to tasks and related data |
| Desk.tasks.CREATE | Grants access to create tasks |
| Desk.tasks.UPDATE | Grants update access to tasks and related data |
| Desk.tasks.DELETE | Grants access to delete tasks |
| Desk.basic.READ | Grants read access to basic data, such as organizations, agents and departments |
| Desk.basic.CREATE | Grants access to create basic data, such as organizations, agents and departments |
| Desk.settings.ALL | Grants read and write access to settings data |
| Desk.settings.WRITE | Grants write access to settings data |
| Desk.settings.READ | Grants read access to settings data |
| Desk.settings.CREATE | Grants access to create new settings data |
| Desk.settings.UPDATE | Grants access to update existing settings data |
| Desk.settings.DELETE | Grants access to delete settings data |
| Desk.search.READ | Grants access to search for data |
| Desk.events.ALL | Grants read and write access to the events subscription |
| Desk.events.READ | Grants read access to the events subscription |
| Desk.events.WRITE | Grants write access to the events subscription |
| Desk.events.CREATE | Grants access to create events subscription |
| Desk.events.UPDATE | Grants update access to the events subscription |
| Desk.events.DELETE | Grants delete access to the events subscription |
| Desk.articles.READ | Grants read access to articles |
| Desk.articles.CREATE | Grants access to create articles |
| Desk.articles.UPDATE | Grants update access to articles |
| Desk.articles.DELETE | Grants delete access to articles |
Any OAuth token generated is linked to a Zoho Desk organization. This step of associating the token and the organization, which happens in the backend while getting authorization consent from the end user, is called organization binding.
If the end-user has only one Zoho Desk organization (portal), the OAuth token is linked to it automatically. If they have multiple organizations, they must manually select the one with which the token must be linked, as illustrated in the following image.
After they click the Submit button, the OAuth token is generated with the organization information bound to it.
Zoho Desk APIs automatically extract organization information from OAuth tokens. Therefore, it is not necessary to add the extra orgId query parameter in an API call or pass it in the API's header. However, if you choose to do so, make sure that the value of orgId is same as that of the portal bound with the OAuth token. If the IDs do not match, the API call fails, and the OAUTH_ORG_MISMATCHerror message is returned.
Zoho Desk supports webhooks that asynchronously deliver information on events that occur in the help desk. These events include actions, such as creating or updating a ticket, contact, or account, and so on. For information on how to include Zoho Desk webhooks in your service, refer to this document.
Your help center is one of the key channels through which customers can seek support. This portal provides your customers with access to major help modules, such as your knowledge base, user community, live chat, and ticket submission form. A well-designed and well-maintained help center ensures good self-service capabilities for your customers and lesser burden on your support agents. To know more about this please refer this document
The Zoho Desk Java SDK helps you create client Java applications that can be integrated with your Zoho Desk portal. This SDK makes it easy to access and use Zoho Desk APIs where necessary. In other words, it serves as a wrapper for the REST APIs, making it easy to use Zoho Desk's functionalities in your custom applications. To know more about this SDK please refer this document
In Zoho Desk, each business is categorized as an organization. If you have multiple businesses, set each business up as an individual organization by creating a new signup and generating a unique organization ID. All APIs except the ones directly related to organizations must include the organization ID in the header in this format: orgId:{organization_id}
string
Actual name of the organization/business
string
Unique name for the help desk portal. Only lower-case letters and numbers are allowed in the name.
string
Phone number of the organization
string
Zoho Desk edition purchased. Values allowed are: FREE, ENTERPRISE, PROFESSIONAL, STANDARD and EXPRESS.
long
Unique ID of the organization
boolean
Key that returns if the organization is the default organization of the user
boolean
Key that returns if the user is an admin in the organization
string
URL of the help desk portal
string
URL of the image file displaying the organization's logo
string
Alternative name for the help desk portal
string
Number of employees in the organization
string
Brief description of the organization
string
Mobile number of the organization
string
Website of the organization
string
Fax number of the organization
string
Primary contact person in the organization
string
Street in which the organization's office is located
string
City in which the organization's office is located
string
State in which the organization's office is located
string
Zip code of the organization's address
string
Country in which the organization's office is located
string
Currency locale in which the organization operates
string
Currency symbol used in the organization
Example
{ "country" : "United States", "city" : "Bernierview", "companyName" : "Zylker INC.", "description" : "We are Zylker Support.", "edition" : "ENTERPRISE", "employeeCount" : "10", "isAdminInOrg" : true, "faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8", "portalName" : "zylker", "street" : "70961 Powlowski Crossing", "currencyLocale" : "US", "alias" : "Zylker Teams", "id" : "3981311", "state" : "NC", "isPayloadEncryptionEnabled" : "false", "fax" : "8392839821", "zip" : "68838-2640", "website" : "www.zylker.com", "mobile" : "9848022338", "currencySymbol" : "$", "logoURL" : "http://static.zohocdn.com/desk/app/images/portalLogo.de847024ebc0131731a3.png", "isDefault" : "false", "phoneNumber" : "9884358081", "portalURL" : "http://support.zylker.com/support/zylker/ShowHomePage.do", "primaryContact" : "[email protected]", "currencyCode" : "USD", "isSandboxPortal" : "false" }
This API fetches the details of an organization from your help desk.
Credit: 1 credit/call
boolean
optional,Key that denotes if the customDomain field must be included in the API response
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"country" : "United States",
"city" : "Bernierview",
"companyName" : "Zylker INC.",
"description" : "We are Zylker Support.",
"edition" : "ENTERPRISE",
"employeeCount" : "10",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8",
"portalName" : "zylker",
"street" : "70961 Powlowski Crossing",
"currencyLocale" : "US",
"alias" : "Zylker Teams",
"id" : "3981311",
"state" : "NC",
"isPayloadEncryptionEnabled" : "false",
"fax" : "8392839821",
"zip" : "68838-2640",
"website" : "www.zylker.com",
"mobile" : "9848022338",
"currencySymbol" : "$",
"logoURL" : "https://desk.zoho.com/api/v1/organizations/3981311/logo?no-cache=ffc59c3ba6585c12fb306f5174948ff6",
"customDomain" : "support.zylker.com",
"isDefault" : "false",
"phoneNumber" : "9884358081",
"portalURL" : "http://support.zylker.com/support/zylker/ShowHomePage.do",
"primaryContact" : "[email protected]",
"currencyCode" : "USD",
"isSandboxPortal" : "false"
}
This API lists all organizations to which the current user belongs.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"country" : "United States",
"city" : "Bernierview",
"companyName" : "Zylker INC.",
"description" : "We are Zylker Support.",
"edition" : "ENTERPRISE",
"employeeCount" : "10",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8",
"portalName" : "zylker",
"street" : "70961 Powlowski Crossing",
"currencyLocale" : "US",
"alias" : "Zylker Teams",
"id" : "3981311",
"state" : "NC",
"isPayloadEncryptionEnabled" : "false",
"fax" : "8392839821",
"zip" : "68838-2640",
"website" : "www.zylker.com",
"mobile" : "9848022338",
"currencySymbol" : "$",
"logoURL" : "https://desk.zoho.com/api/v1/organizations/3981311/logo?no-cache=ffc59c3ba6585c12fb306f5174948ff6",
"isDefault" : "false",
"phoneNumber" : "9884358081",
"portalURL" : "http://support.zylker.com/support/zylker/ShowHomePage.do",
"primaryContact" : "[email protected]",
"currencyCode" : "USD",
"isSandboxPortal" : "false"
}, {
"country" : "United States",
"city" : "Port Cierra",
"companyName" : "Nshlerin LLC.",
"description" : "We are Nshlerin Support.",
"edition" : "PROFESSIONAL",
"employeeCount" : "20",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/5988319/favicon?no-cache=b31a9627de49fge046fcab71sf3359eq",
"portalName" : "nshlerin",
"street" : "269 Adam Flats",
"currencyLocale" : "US",
"alias" : "Nshlerinians",
"id" : "5988319",
"state" : "Port Cierra",
"isPayloadEncryptionEnabled" : "false",
"fax" : "987654321",
"zip" : "33560-8932",
"website" : "www.nshlerin.com",
"mobile" : "987654321",
"currencySymbol" : "$",
"logoURL" : "http://static.zohocdn.com/desk/app/images/portalLogo.de847024ebc0131731a3.png",
"isDefault" : "false",
"phoneNumber" : "9884309090",
"portalURL" : "http://support.nshlerin.com/support/nshlerin/ShowHomePage.do",
"primaryContact" : "[email protected]",
"currencyCode" : "USD",
"isSandboxPortal" : "true"
} ]
}
This API lists all organizations which can be accessed using the current Oauth token.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"country" : "United States",
"city" : "Bernierview",
"companyName" : "Zylker INC.",
"description" : "We are Zylker Support.",
"edition" : "ENTERPRISE",
"employeeCount" : "10",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8",
"portalName" : "zylker",
"street" : "70961 Powlowski Crossing",
"currencyLocale" : "US",
"alias" : "Zylker Teams",
"id" : "3981311",
"state" : "NC",
"isPayloadEncryptionEnabled" : "false",
"fax" : "8392839821",
"zip" : "68838-2640",
"website" : "www.zylker.com",
"mobile" : "9848022338",
"currencySymbol" : "$",
"logoURL" : "https://desk.zoho.com/api/v1/organizations/3981311/logo?no-cache=ffc59c3ba6585c12fb306f5174948ff6",
"isDefault" : "false",
"phoneNumber" : "9884358081",
"portalURL" : "https://support.zylker.com/support/zylker/ShowHomePage.do",
"primaryContact" : "[email protected]",
"currencyCode" : "USD",
"isSandboxPortal" : "false"
} ]
}
This API updates the details of an organization.
Credit: 1 credit/call
string
optional,Actual name of the organization/business
string
optional,Unique name for the help desk portal. Only lower-case letters and numbers are allowed in the name.
string
optional,Phone number of the organization
string
optional,Zoho Desk edition purchased. Values allowed are: FREE, ENTERPRISE, PROFESSIONAL, STANDARD and EXPRESS.
string
optional,Alternative name for the help desk portal
string
optional,Number of employees in the organization
string
optional,Brief description of the organization
string
optional,Mobile number of the organization
string
optional,Website of the organization
string
optional,Fax number of the organization
string
optional,Primary contact person in the organization
string
optional,Street in which the organization's office is located
string
optional,City in which the organization's office is located
string
optional,State in which the organization's office is located
string
optional,Zip code of the organization's address
string
optional,Country in which the organization's office is located
string
optional,Currency locale in which the organization operates
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"country" : "United States",
"city" : "Bernierview",
"companyName" : "Zylker Desk",
"description" : "We are Zylker Support.",
"edition" : "ENTERPRISE",
"employeeCount" : "10",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8",
"portalName" : "zylkerdesk",
"street" : "70961 Powlowski Crossing",
"currencyLocale" : "US",
"alias" : "Zylker Teams",
"id" : "3981311",
"state" : "NC",
"isPayloadEncryptionEnabled" : "false",
"fax" : "8392839821",
"zip" : "68838-2640",
"website" : "www.zylker.com",
"mobile" : "9848022338",
"currencySymbol" : "$",
"logoURL" : "http://static.zohocdn.com/desk/app/images/portalLogo.de847024ebc0131731a3.png",
"isDefault" : "false",
"phoneNumber" : "9884358081",
"portalURL" : "http://support.zylker.com/support/zylkerdesk/ShowHomePage.do",
"primaryContact" : "[email protected]",
"currencyCode" : "USD",
"isSandboxPortal" : "false"
}
This API fetches the logo set for an organization/portal in your help desk.
string
optional,Key that helps avoid browser cache. Only alphanumeric values are allowed.
string
optional,Size of the image file to download. Values allowed are THUMBNAIL (image with reduced dimensions and size) and ACTUAL (image with actual dimensions and size). The default value is ACTUAL.
OAuth Scope
Request Example
Response Example
200
This API fetches the favicon set for an organization/portal in your help desk.
string
optional,Key that helps avoid browser cache. Only alphanumeric values are allowed.
string
optional,Size of the image file to download. Values allowed are THUMBNAIL (image with reduced dimensions and size) and ACTUAL (image with actual dimensions and size). The default value is ACTUAL.
OAuth Scope
Request Example
Response Example
200
This API updates the logo set for an organization/portal in your help desk.
Note: To upload organization logo generate OAuthToken for the scope: Desk.settings.UPDATE,profile.orglogo.UPDATE or Desk.basic.UPDATE,profile.orglogo.UPDATE
Credit: 1 credit/call
Content-Type:multipart/form-data
Image file of the logo.The maximum file size allowed is 2 MB ; and extensions allowed are: .jpg,.png,.jpeg.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"companyLogoURL" : "https://desk.zoho.com/api/v1/organizations/3981311/logo?no-cache=ffc59c3ba6585c12fb306f5174948ff6"
}
This API updates the favicon set for an organization/portal in your help desk.
Credit: 1 credit/call
Content-Type:multipart/form-data
Image file of the favicon.The maximum file size allowed is 2 MB ;and extensions allowed are .jpg,.png,.gif,.jpeg,.ico
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"faviIconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=ffc59c3ba6585c12fb306f5174948ff6"
}
This API deletes the logo set for an organization/portal in your help desk.
Credit: 1 credit/call
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
204
This API updates the favicon set for an organization/portal in your help desk.
Credit: 1 credit/call
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
204
This API updates the default organization for the current user in Zoho Desk.
Credit: 1 credit/call
long
requiredUnique ID of the organization to be marked as default org
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
Agents are the customer service executives in your organization. They are the primary users of the helpdesk software, using which they interact with contacts and resolve tickets.
string
Email ID of the agent
string
Activation status of the agent: ACTIVE or DISABLED
string
Last name of the agent
string
First name of the agent
string
Full name of the agent
string
Phone number of the agent
string
Mobile number of the agent
string
Extension number of the agent
long
ID of the agent
long
Zoho user ID of the agent
long
Role ID of the agent
long
Profile ID of the agent
string
URL of the image file displaying the agent's photo
boolean
Key that returns if the agent is a confirmed user in the portal or not
string
The Role Permission type of Agent
string
Agent's about info
string
Country code of the agent. Agents can update only their countryCode. They cannot update the countryCode of other users.
string
The timeZone of the agent. Eg Asia/Calcutta, Europe/Moscow. One can update his own timeZone only. If it is passed for other agent it will be ignored.
string
Language code of the agent. Agents can update only their langCode. They cannot update the langCode of other users.
Example
{ "lastName" : "case", "extn" : "3298", "roleId" : "1892000000056099", "langCode" : "fr_FR", "mobile" : "", "timeZone" : "Pacific/Majuro", "emailId" : "[email protected]", "associatedChatDepartmentIds" : [ ], "zuid" : "10687231", "associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717" ], "firstName" : "", "photoURL" : null, "phone" : "492-736-6424", "profileId" : "1892000000056091", "countryCode" : "en_US", "channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ], "name" : "case", "rolePermissionType" : "Admin", "isConfirmed" : true, "aboutInfo" : "Expert in handling tickets and Automations", "id" : "1892000000056007", "status" : "ACTIVE" }
This API fetches details of an agent in your help desk.
Credit: 1 credit/call
string
optional,Secondary information related to the agent. Values allowed are profile, role, associatedDepartments, associatedChatDepartments and verifiedEmails. You can include all four values by separating them with commas in the API request.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"associatedChatDepartments" : [ {
"name" : "Developement",
"id" : "1892000000006907"
} ],
"lastName" : "case",
"extn" : "3298",
"role" : {
"name" : "CEO",
"id" : "1892000000056099"
},
"langCode" : "fr_FR",
"emailId" : "[email protected]",
"photoURL" : null,
"countryCode" : "en_US",
"isConfirmed" : true,
"id" : "1892000000056096",
"roleId" : "1892000000056099",
"profile" : {
"name" : "Administrator",
"id" : "1892000000056091"
},
"mobile" : "",
"timeZone" : "Pacific/Majuro",
"associatedChatDepartmentIds" : [ "1892000000006907" ],
"zuid" : "10687231",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069" ],
"associatedDepartments" : [ {
"name" : "Developement",
"id" : "1892000000006907"
}, {
"name" : "R & D",
"id" : "1892000000082069"
} ],
"firstName" : "",
"phone" : "492-736-6424",
"profileId" : "1892000000056091",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ],
"name" : "case",
"rolePermissionType" : "Admin",
"aboutInfo" : "Expert in handling tickets and Automations",
"status" : "ACTIVE"
}
This API lists a particular number of agents, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optional,Index number, starting from which the agents must be fetched
integer
optional,Number of agents to fetch. The default value is 10 and the maximum value supported is 200.
string
optional,Key that filters agents based on their activation status: ACTIVE, DISABLED, DELETED or IMPORTED
long
optionalComma-separated array of department IDs. Maximum number of IDs allowed is 50.
long
optionalComma-separated array of profile IDs. Maximum number of IDs allowed is 50.
long
optionalComma-separated array of role IDs. Maximum number of IDs allowed is 50.
string
optional,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.
boolean
optionalKey that denotes if the agents must be confirmed or unconfirmed.
boolean
optionalKey that denotes if the agents must be light or non light.
string
optional,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.
string
optional,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
string
optional,Name of the field that must be used for searching and listing agents. The allowed values are: firstName, lastName, name, and emailId
string
optional,To sort the available list of agents in either ascending or descending order. The allowed values are: asc or desc
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "case",
"extn" : "3298",
"isZiaAgent" : false,
"roleId" : "1892000000056099",
"langCode" : "en_US",
"mobile" : "",
"timeZone" : "Asia/Kolkata",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10687231",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717" ],
"firstName" : "zyl",
"photoURL" : null,
"phone" : "492-736-6424",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ],
"name" : "zyl case",
"rolePermissionType" : "Admin",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling tickets and Automations",
"id" : "1892000000056007",
"status" : "ACTIVE"
}, {
"lastName" : "jade",
"extn" : "3203",
"isZiaAgent" : false,
"roleId" : "1892000000056899",
"langCode" : "en_US",
"mobile" : "",
"timeZone" : "Asia/Kolkata",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10657727",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717", "1892000001019041", "1892000001106673", "1892000001109673" ],
"firstName" : "",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3981311",
"phone" : "",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web" ],
"name" : "jade",
"rolePermissionType" : "Light",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling tasks",
"id" : "1892000000042001",
"status" : "ACTIVE"
}, {
"lastName" : "john",
"extn" : "3228",
"isZiaAgent" : false,
"roleId" : "1892000000056004",
"langCode" : "en_US",
"mobile" : "",
"timeZone" : "Asia/Kolkata",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10713988",
"associatedDepartmentIds" : [ "1892000000006907", "1892000001019041" ],
"firstName" : "",
"photoURL" : null,
"phone" : "68779989",
"profileId" : "18920000000232043",
"countryCode" : "en_US",
"channelExpert" : [ "Chat", "Phone", "Twitter", "Web", "Email" ],
"name" : "john",
"rolePermissionType" : "AgentPersonal",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling Workflows and Agents",
"id" : "1892000000070001",
"status" : "DISABLED"
}, {
"lastName" : "Waugh",
"extn" : "4020",
"isZiaAgent" : false,
"roleId" : "1892000000056004",
"langCode" : "ja_JP",
"mobile" : "",
"timeZone" : "Asia/Tokyo",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : null,
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717" ],
"firstName" : "Steve",
"photoURL" : null,
"phone" : "",
"profileId" : "18920000000232043",
"countryCode" : "en_US",
"channelExpert" : [ ],
"name" : "Steve Waugh",
"rolePermissionType" : "Custom",
"isConfirmed" : false,
"aboutInfo" : "Expert in handling Knowledge base and comunity ",
"id" : "1892000000888059",
"status" : "ACTIVE"
} ]
}
This API lists the agents count by status, confirmed and include light
Credit: 50 credits/call
string
optional,Parameter that filters agents based on their activation status: ACTIVE or DISABLED
boolean
optionalFilters Confirmed & Unconfirmed agents
boolean
optionalCount light agent.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"count" : 5
}
This API fetches details of agents via the agent IDs passed in the API request.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
long
requiredComma-separated array of agent IDs. Maximum number of IDs allowed is 50.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"firstName" : "",
"lastName" : "case",
"photoURL" : null,
"roleId" : "7000000012324",
"profileId" : "7000000012339",
"emailId" : "[email protected]",
"id" : "1892000000056007",
"zuid" : "437793"
}, {
"firstName" : "",
"lastName" : "jade",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3981311",
"roleId" : "7000000012324",
"profileId" : "7000000012339",
"emailId" : "[email protected]",
"id" : "1892000000042001",
"zuid" : "279392"
}, {
"firstName" : "Steve",
"lastName" : "Waugh",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000888059/photo?orgId=3981311",
"roleId" : "70000000127346",
"profileId" : "70000000120834",
"emailId" : "[email protected]",
"id" : "1892000000888059",
"zuid" : "91723912"
} ]
}
This API fetches details of the currently logged in agent.
Credit: 1 credit/call
string
optional,Secondary information related to the agent. Values allowed are profile, role, associatedDepartments, and associatedChatDepartments. You can pass multiple values by separating them with commas in the query param
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"associatedChatDepartments" : [ {
"sanitizedName" : "Developement",
"name" : "Developement",
"id" : "1892000000006907"
} ],
"lastName" : "Emard",
"extn" : "",
"role" : {
"name" : "CEO",
"id" : "1892000000056099"
},
"langCode" : "fr_FR",
"emailId" : "[email protected]",
"photoURL" : null,
"countryCode" : "en_US",
"isConfirmed" : true,
"id" : "1892000000056007",
"roleId" : "1892000000056099",
"profile" : {
"name" : "Administrator",
"id" : "1892000000056091"
},
"mobile" : "",
"timeZone" : "Pacific/Majuro",
"associatedChatDepartmentIds" : [ "1892000000006907" ],
"zuid" : "10687231",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069" ],
"associatedDepartments" : [ {
"sanitizedName" : "Developement",
"name" : "Developement",
"id" : "1892000000006907"
}, {
"sanitizedName" : "r-d",
"name" : "R & D",
"id" : "1892000000082069"
} ],
"firstName" : "Torrey",
"phone" : "",
"profileId" : "1892000000056091",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ],
"name" : "Torrey Emard",
"rolePermissionType" : "Admin",
"aboutInfo" : "Expert in handling tickets and Automations",
"status" : "ACTIVE"
}
This API activates agents in your help desk.
Credit: 1 credit/2 records
list
requiredIds of Agents
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API deactivates an agent in your help desk.
Credit: 1 credit/call
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API sends reinvitation mails to unconfirmed agents.
Credit: 1 credit/2 records
list
requiredIds of Agents
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API adds an agent to your help desk.
Keep in mind the following points while adding an agent:
Credit: 1 credit/call
string
required,Email ID of the agent
string
required,Last name of the agent
string
optional,First name of the agent
string
optional,Phone number of the agent
string
optional,Mobile number of the agent
string
optional,Extension number of the agent
list
requiredDepartments with which the agent is associated
list
optionalChat departments with which the agent is associated
string
required,The Role Permission type of Agent
string
optional,Agent's about info
list
optionalThe channels handled for the Agent
string
optional,Country code of the agent. Agents can update only their countryCode. They cannot update the countryCode of other users.
string
optional,The timeZone of the agent. Eg Asia/Calcutta, Europe/Moscow. One can update his own timeZone only. If it is passed for other agent it will be ignored.
string
optional,Language code of the agent. Agents can update only their langCode. They cannot update the langCode of other users.
OAuth Scope
Desk.settings.CREATE , Desk.basic.CREATE
Request Example
Response Example
{
"lastName" : "Walsh",
"extn" : "",
"roleId" : "1892000000056099",
"langCode" : "fr_FR",
"mobile" : "",
"timeZone" : "Pacific/Majuro",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069" ],
"firstName" : "Marisol",
"photoURL" : null,
"phone" : "",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ ],
"name" : "Walsh Marisol",
"rolePermissionType" : "Admin",
"isConfirmed" : true,
"aboutInfo" : "",
"id" : "1892000000056007",
"status" : "ACTIVE"
}
This API updates details of an agent.
Credit: 1 credit/call
string
optional,Email ID of the agent
string
optional,Last name of the agent
string
optional,First name of the agent
string
optional,Phone number of the agent
string
optional,Mobile number of the agent
string
optional,Extension number of the agent
list
optionalDepartments with which the agent is associated
list
optionalChat departments with which the agent is associated
string
optional,The Role Permission type of Agent
string
optional,Agent's about info
list
optionalThe channels handled for the Agent
string
optional,Country code of the agent. Agents can update only their countryCode. They cannot update the countryCode of other users.
string
optional,The timeZone of the agent. Eg Asia/Calcutta, Europe/Moscow. One can update his own timeZone only. If it is passed for other agent it will be ignored.
string
optional,Language code of the agent. Agents can update only their langCode. They cannot update the langCode of other users.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"lastName" : "Marisol Walsh",
"extn" : "3298",
"roleId" : "1892000000056099",
"langCode" : "fr_FR",
"mobile" : "",
"timeZone" : "Pacific/Majuro",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10687231",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069" ],
"firstName" : "K",
"photoURL" : null,
"phone" : "764-484-8068",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Email", "Forums" ],
"name" : "K Marisol Walsh",
"rolePermissionType" : "Admin",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling Reports",
"id" : "1892000000056007",
"status" : "ACTIVE"
}
This API deletes unconfirmed agents from your help desk.
Credit: 300 credits/call
list
requiredIds of Agents
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API deletes a confirmed agent from your help desk.
Credit: 1 credit/call
string
optional,Nickname of the agent, which will appear on their entity history page
boolean
optionalKey that determines if the deleted agent must be anonymized in the help desk
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
204
This API removes the identification details of a deleted agent.
Credit: 1 credit/call
string
optional,Nickname of the agent, which will appear on their entity history page
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API sets the profile photo for the currently logged in agent.
Note: To upload your photo generate OAuthToken for the scope: Desk.settings.UPDATE,profile.userphoto.UPDATE or Desk.basic.UPDATE,profile.userphoto.UPDATE
Credit: 1 credit/call
Content-Type:multipart/form-data
Image file containing the agent's photo. Maximum file size allowed is 500KB; maximum file limit is one; and extensions allowed are: .jpg, .png, .gif, and .jpeg.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=3981311"
}
This API gets the profile photo for the given agent id.
Note: To get agent photo generate OAuthToken for the scope: Desk.settings.READ,profile.userphoto.READ or Desk.basic.READ,profile.userphoto.READ
Credit: 1 credit/call
string
optional,Size of the image file to download. Values allowed are THUMBNAIL (image with reduced dimensions and size) and ACTUAL (image with actual dimensions and size). The default value is ACTUAL.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
200
This API deletes the profile photo of the currently logged in agent.
Credit: 1 credit/call
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API fetches the preferences of the currently logged in agent.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"namePattern" : [ "FIRST_NAME", "LAST_NAME" ],
"articleAutoSuggestion" : "ENABLED",
"keyBoardShortcuts" : "ENABLED",
"pinAllAccounts" : "ENABLED",
"outBoxDelayTime" : "60S",
"collapseSidePanel" : "DISABLED",
"pinAllTickets" : "ENABLED",
"ticketConversationView" : "ENABLED",
"contactsView" : "LIST",
"accountsView" : "LIST",
"pinAllContacts" : "ENABLED",
"ticketsView" : "DUEDATE_QUEUE",
"datePattern" : "dd/MM/yyyy",
"defaultSendBehavior" : "Send",
"currentDepartment" : "allDepartment",
"timeFormat" : "12-hour",
"outBoxDelay" : "DISABLED",
"pinAllDashboards" : "DISABLED",
"loginLandingPage" : "LISTVIEW",
"loadGettingStartedPage" : "DISABLED",
"pinAllReports" : "ENABLED"
}
This API updates the preferences of the currently logged in agent.
Credit: 1 credit/call
List
optionalPattern that defines how the names should be displayed
long
optionalA valid active departmentId to which the agent is associated | 'allDepartment'
string
optional,Pattern that defines which duration format is used for duration fields in Reports
string
optional,Select the App appearance: light or dark or auto or pureDark
string
optional,Select the Left panel appearance: light or dark
string
optional,Enable or Disable the pure dark Mode: ENABLED or DISABLED
string
optional,Select the App theme: red or green or blue or yellow or orange or pink or skyBlue or teal
string
optional,Select the App layout that is optimal for your screen resolution: smartFocus or focusedWidth or fullWidth
string
optional,Select the App layout width: 59 to 89
string
optional,Select the App font family: Zoho Puvi or Lato or Roboto or Vazirmatn or OpenDyslexic
string
optional,Select the App font size: 8 to 24
string
optional,Select the Editor font family: Lato or Roboto or Zoho Puvi or Arial or Carlito or Helvetica or Verdana or Wide or Courier New or Comic Sans MS or Garamond or Georgia or Narrow or Serif or Tahoma or Times New Roman or MotoyaLMaru or Trebuchet or Mulish or Vazirmatn or OpenDyslexic
string
optional,Select the Editor Font Size: 8 or 10 or 12 or 14 or 18 or 24 36
string
optional,Enable or Disable the Public comment: ENABLED or DISABLED
string
optional,Highlight the Critical link: ENABLED or DISABLED
string
optional,Highlight the link by Underline: ENABLED or DISABLED
string
optional,Highlight the Clickable area: ENABLED or DISABLED
string
optional,Enable or Disable the Animations: regularmotion or reducedmotion or autoReducedmotion
string
optional,Enable or Disable the Custom scroll: ENABLED or DISABLED
string
optional,Select the App Zoom level: 8 to 24
string
optional,Set the App Font size based on the zoom level: ENABLED or DISABLED
string
optional,Enable or Disable the Accessibility ShortCut in wms: ENABLED or DISABLED
string
optional,Enable or Disable the App Increased Contrast: ENABLED or DISABLED
string
optional,Select the App Contrast level: low or medium or high
string
optional,Automatically Adapt the Contrast ratio for backgrounds: ENABLED or DISABLED
string
optional,Enable or Disable the App Rading Mask: ENABLED or DISABLED
string
optional,Select the Reading mask level: small or medium or full or custom
string
optional,Select the Reading mask height: 10 to 90
string
optional,Select the Reading mask width: 10 to 100
string
optional,Select the Reding mask opacity: 0.15 to 0.9
string
optional,Select the Ticket Reply Action Buttons: reply or replyAll or forward or reply_replyAll or reply_forward or replyAll_forward or replyAll_reply or forward_reply or forward_replyAll or forward_replyAll_reply or forward_reply_replyAll or replyAll_forward_reply or replyAll_reply_forward or reply_forward_replyAll or reply_replyAll_forward
string
optional,Select the Ticket Reply Action Button dropdown list order: forward_replyAll_reply or forward_reply_replyAll or replyAll_forward_reply or replyAll_reply_forward or reply_forward_replyAll or reply_replyAll_forward
string
optional,Enable or Disable the Empty Queue column: ENABLED or DISABLED
string
optional,The way in which the community topics should be displayed. The allowed values are CLASSIC or COMPACT
string
optional,Sort the list of community topics based on order. The allowed values are ascending or descending
string
optional,Sort the list of community topics based on time. The allowed values are createdTime or modifiedTime
string
optional,The number of community topics to be listed on a single page
string
optional,Set the width for detail view ibarTab: 357 or 1 to 100 as the decimal value
string
optional,Enable or Disable the focusRing: ENABLED or DISABLED
string
optional,Select the focusRing enabled places: all or main
string
optional,Select the notification view: stack or list
string
optional,Enable or Disable the Success notification autoClose: ENABLED or DISABLED
string
optional,Select the Success notification auto close time: 01 or 03 or 05 or 10 or 15 or 20
string
optional,Enable or Disable the Error notification autoClose: ENABLED or DISABLED
string
optional,Select the Error notification auto close time: 01 or 03 or 05 or 10 or 15 or 20
string
optional,Enable or Disable the App Custom cursor: ENABLED or DISABLED
string
optional,Select the App Custom cursor size: 8 or 16 or 24 or 32
string
optional,Select the App Custom cursor color: black or white
string
optional,Enable or Disable the adhdFriendly persona: ENABLED or DISABLED
string
optional,Enable or Disable the astigmatism persona: ENABLED or DISABLED
string
optional,Enable or Disable the blindness persona: ENABLED or DISABLED
string
optional,Enable or Disable the colorBlindness persona: ENABLED or DISABLED
string
optional,Enable or Disable the dyslexia persona: ENABLED or DISABLED
string
optional,Enable or Disable the epilepsy persona: ENABLED or DISABLED
string
optional,Enable or Disable the elderly persona: ENABLED or DISABLED
string
optional,Enable or Disable the motorDisabilities persona: ENABLED or DISABLED
string
optional,Enable or Disable the seizureSafe persona: ENABLED or DISABLED
string
optional,Enable or Disable the visuallyImpaired persona: ENABLED or DISABLED
string
optional,Select the Tickets module Detailview Ibar Panel view: collapse or expand
string
optional,Select the Contacts module Detailview Ibar Panel view: collapse or expand
string
optional,Select the Accounts module Detailview Ibar Panel view: collapse or expand
string
optional,Select the Contracts module Detailview Ibar Panel view: collapse or expand
string
optional,Select the Calls module Detailview Ibar Panel view: collapse or expand
string
optional,Select the Tasks module Detailview Ibar Panel view: collapse or expand
string
optional,Select the Events module Detailview Ibar Panel view: collapse or expand
string
optional,Enable or Disable Ticket Reply Send and Update status: ENABLED or DISABLED
string
optional,Select Tag color variant: bold or subtle or minimal
string
optional,Enable or Disable the Tag text default color: ENABLED or DISABLED
string
optional,Select the Tickets Table View content style: wrap or clip
string
optional,Select the Contacts Table View content style: wrap or clip
string
optional,Select the Accounts Table View content style: wrap or clip
string
optional,Select the Contracts Table View content style: wrap or clip
string
optional,Select the Calls Table View content style: wrap or clip
string
optional,Select the Tasks Table View content style: wrap or clip
string
optional,Select the Events Table View content style: wrap or clip
string
optional,Enable or Disable the strikeThrough disabled button: ENABLED or DISABLED
string
optional,Enable or Disable the switch label: ENABLED or DISABLED
string
optional,Feeds Notification Preference value
string
optional,Select the line style for conversation in nested view: curved or straight
string
optional,Enable or Disable the icons display in conversation nested view: ENABLED or DISABLED
string
optional,Select the conversation subtab view type: recentTop or recentBottom or nestedView
string
optional,Select the threads and comments subtabs view type: recentTop or recentBottom
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API fetches details of an agent via the email ID passed in the API request.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"lastName" : "case",
"extn" : "3298",
"roleId" : "1892000000056099",
"langCode" : "fr_FR",
"mobile" : "",
"timeZone" : "Pacific/Majuro",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10687231",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717" ],
"firstName" : "",
"photoURL" : null,
"phone" : "492-736-6424",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ],
"name" : "case",
"rolePermissionType" : "Admin",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling Tasks and Automations",
"id" : "1892000000056007",
"status" : "ACTIVE"
}
This API schedules reassignment of tickets, tasks, and automations belonging to a deleted/deactivated agent to another agent within the same department.
Credit: 500 credits/call
list
requiredDetails of agents to whom the resources associated with the agent will be reassigned
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
Profiles control the user permissions to access help desk modules, records, fields in a record, and other utilities, such as import, export, send email, etc. Users associated with a profile can access only the functions that are assigned to that profile.
string
Name of the profile
string
Description of the profile
boolean
If the profile is visible in UI
string
Type of the profile. Possible values are Administrator, Standard, Light, Portal, and Custom
boolean
If the profile is system generated
long
Id of the profile
Example
{ "default" : true, "permissions" : { "crmInteg" : { "crmContactsActivityEvents" : false, "crmAccountsActivityEvents" : false, "crmAccountsActivityTasks" : false, "crmAccountsInfo" : false, "crmContactsActivityCalls" : false, "crmAccountsNotes" : false, "crmAccountsActivityCalls" : false, "crmContactsInfo" : false, "crmContactsNotes" : false, "crmContactsActivityTasks" : false, "crmAccountsPotentials" : false, "crmContactsPotentials" : false }, "reports" : { "view" : true, "edit" : true, "create" : true, "delete" : true, "export" : true }, "tickets" : { "mergeTickets" : true, "changeOwner" : true, "import" : true, "handleUnassigned" : true, "edit" : true, "closeTicket" : true, "revokeBlueprint" : true, "mailReview" : true, "delete" : true, "view" : true, "create" : true, "addFollowers" : true, "export" : true, "mailSend" : true, "unassignedChangeOwner" : false, "shareTickets" : true }, "comments" : { "edit" : true, "delete" : true }, "social" : { "view" : true, "twitterPostDelete" : true, "twitterPostCreate" : true, "twitterConversationReply" : true }, "mobileapp" : { "radar" : true, "deskapp" : true }, "contracts" : { "view" : true, "import" : true, "edit" : true, "create" : true, "delete" : true, "export" : true }, "community" : { "view" : true, "edit" : true, "create" : true, "delete" : true, "moderate" : true }, "products" : { "view" : true, "import" : true, "edit" : true, "create" : true, "delete" : true, "export" : true }, "agents" : { "overview" : true, "import" : false, "edit" : false, "create" : true, "delete" : true, "viewAllFields" : true }, "kbCategory" : { "view" : true, "editAllArticles" : true, "import" : true, "manageKB" : true, "edit" : true, "create" : true, "admin" : true, "delete" : true, "export" : true }, "setup" : { "localization" : true, "timeTracking" : true, "fetchAcrossDepartment" : true, "globalReports" : true, "exportPortalUsers" : true, "layouts" : true, "automation" : true, "featureConfig" : true, "customerHappiness" : true, "department" : true, "portal" : true, "webForm" : true, "rebranding" : true, "email" : true, "recycleBin" : true, "tabsAndFields" : true, "exportUsers" : true, "buttons" : true, "teams" : true, "social" : true, "templates" : true, "sandbox" : true, "moveRecords" : true, "permission" : true, "signUpApproval" : true, "community" : true, "importHistory" : true, "manageAgents" : true, "portalUsers" : true, "managerDashboard" : true, "googleAnalytics" : true, "chat" : true, "telephony" : true, "manageMarketplace" : false }, "financeInteg" : { "sendInvoice" : false, "createEstimate" : false, "createContact" : false, "viewInvoice" : false, "createInvoice" : false, "sendEstimate" : false, "viewEstimate" : false }, "accounts" : { "view" : true, "import" : true, "edit" : true, "create" : true, "delete" : true, "export" : true }, "timeEntry" : { "view" : true, "edit" : true, "create" : true, "delete" : true }, "contacts" : { "view" : true, "import" : true, "edit" : true, "create" : true, "delete" : true, "export" : true }, "tasks" : { "view" : true, "import" : true, "edit" : true, "create" : true, "delete" : true, "export" : true } }, "name" : "Support Administrator", "description" : "Set the privileges for support administrators.", "id" : "5000000015288", "isVisible" : true, "type" : "Administrator" }
This API lists a particular number of user profiles, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
boolean
optionalKey that filters profiles according to their visibility in the UI
boolean
optionalKey that denotes whether the profiles must be default profiles or custom profiles
string
optional,String to search for profile by name or description. The string must contain at least one character. Three search methods are supported: 1) string* - Searches for profiles whose name or description start with the string, 2) *string* - Searches for profiles whose name or description contain the string, 3) string - Searches for profiles whose name or description is an exact match for the string
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : true,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : true
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : true,
"timeTracking" : true,
"fetchAcrossDepartment" : true,
"globalReports" : true,
"exportPortalUsers" : true,
"layouts" : true,
"automation" : true,
"featureConfig" : true,
"customerHappiness" : true,
"department" : true,
"portal" : true,
"webForm" : true,
"rebranding" : true,
"email" : true,
"recycleBin" : true,
"tabsAndFields" : true,
"exportUsers" : true,
"teams" : true,
"social" : true,
"templates" : true,
"sandbox" : true,
"moveRecords" : true,
"permission" : true,
"signUpApproval" : true,
"community" : true,
"importHistory" : true,
"manageAgents" : true,
"portalUsers" : true,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : true,
"telephony" : true,
"manageMarketplace" : true
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Support Administrator",
"description" : "Set the privileges for support administrators.",
"id" : "5000000015288",
"isVisible" : true,
"type" : "Administrator"
}, {
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"tickets" : {
"mergeTickets" : false,
"changeOwner" : false,
"import" : false,
"handleUnassigned" : false,
"edit" : false,
"closeTicket" : false,
"revokeBlueprint" : false,
"mailReview" : false,
"delete" : false,
"view" : true,
"create" : false,
"addFollowers" : false,
"export" : true,
"mailSend" : false,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : false,
"delete" : false
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"community" : {
"view" : false
},
"products" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : false,
"import" : false,
"manageKB" : false,
"edit" : false,
"create" : false,
"admin" : false,
"delete" : false,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : false,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : false,
"teams" : false,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : false,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : false,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : false,
"create" : false,
"delete" : false
},
"contacts" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"tasks" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
}
},
"name" : "Light Agent",
"description" : "Set the privilege for light agents",
"id" : "5000000015306",
"isVisible" : true,
"type" : "Light"
}, {
"default" : false,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : false
},
"tickets" : {
"mergeTickets" : false,
"changeOwner" : true,
"import" : false,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : false,
"revokeBlueprint" : false,
"mailReview" : false,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : false,
"export" : false,
"mailSend" : false,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : false,
"delete" : false
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : false,
"edit" : true,
"create" : true,
"delete" : true,
"export" : false
},
"community" : {
"view" : true
},
"products" : {
"view" : true,
"import" : false,
"edit" : true,
"create" : true,
"delete" : true,
"export" : false
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : false,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : false
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : false,
"globalReports" : false,
"exportPortalUsers" : false,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : false,
"teams" : false,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : false,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : false,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : false,
"googleAnalytics" : false,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : false,
"edit" : true,
"create" : true,
"delete" : true,
"export" : false
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : false,
"edit" : true,
"create" : true,
"delete" : true,
"export" : false
},
"tasks" : {
"view" : true,
"import" : false,
"edit" : true,
"create" : true,
"delete" : true,
"export" : false
}
},
"name" : "Newbie Agent",
"description" : "Set the privileges for new agents.",
"id" : "5000000015303",
"isVisible" : true,
"type" : "Custom"
}, {
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
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"edit" : false,
"create" : false,
"delete" : false,
"export" : false
},
"tickets" : {
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"changeOwner" : false,
"import" : false,
"handleUnassigned" : false,
"edit" : false,
"closeTicket" : false,
"revokeBlueprint" : false,
"mailReview" : false,
"delete" : false,
"view" : true,
"create" : true,
"addFollowers" : false,
"export" : true,
"mailSend" : false,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : false,
"delete" : false
},
"social" : {
"view" : false,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : false,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : false
},
"community" : {
"view" : false
},
"products" : {
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"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : false
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : false,
"import" : false,
"manageKB" : false,
"edit" : false,
"create" : false,
"admin" : false,
"delete" : false,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : false,
"globalReports" : false,
"exportPortalUsers" : false,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : false,
"teams" : false,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : false,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : false,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : false,
"googleAnalytics" : false,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
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"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
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"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : false
},
"timeEntry" : {
"view" : false,
"edit" : false,
"create" : false,
"delete" : false
},
"contacts" : {
"view" : false,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : false
},
"tasks" : {
"view" : false,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : false
}
},
"name" : "Help Center",
"description" : "This profile will have the permissions of End Users",
"id" : "5000000015294",
"isVisible" : false,
"type" : "Portal"
}, {
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : false,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : false
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : true,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : true,
"teams" : false,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : true,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : true,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : false,
"googleAnalytics" : false,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Agent",
"description" : "Set the privileges for standard agents",
"id" : "5000000015291",
"isVisible" : true,
"type" : "Standard"
}, {
"default" : false,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : false,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : true,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : true,
"teams" : false,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : true,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : true,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : true,
"googleAnalytics" : false,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Supervisor",
"description" : "Set the privileges for supervisory users.",
"id" : "5000000015297",
"isVisible" : true,
"type" : "Custom"
}, {
"default" : false,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : false,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : true,
"layouts" : false,
"automation" : true,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : true,
"teams" : false,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : true,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : true,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Support Manager",
"description" : "Set the privileges for managerial users.",
"id" : "5000000015300",
"isVisible" : true,
"type" : "Custom"
} ]
}
This API fetches the number of profiles configured in your help desk.
Credit: 50 credits/call
boolean
optionalKey that filters profiles according to their visibility in the UI
boolean
optionalKey that denotes whether the profiles must be default profiles or custom profiles
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"count" : 8
}
This API fetches the details of a particular profile.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : true,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : true
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : true,
"timeTracking" : true,
"fetchAcrossDepartment" : true,
"globalReports" : true,
"exportPortalUsers" : true,
"layouts" : true,
"automation" : true,
"featureConfig" : true,
"customerHappiness" : true,
"department" : true,
"portal" : true,
"webForm" : true,
"rebranding" : true,
"email" : true,
"recycleBin" : true,
"tabsAndFields" : true,
"exportUsers" : true,
"teams" : true,
"social" : true,
"templates" : true,
"sandbox" : true,
"moveRecords" : true,
"permission" : true,
"signUpApproval" : true,
"community" : true,
"importHistory" : true,
"manageAgents" : true,
"portalUsers" : true,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : true,
"telephony" : true,
"manageMarketplace" : true
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Support Administrator",
"description" : "Set the privileges for support administrators.",
"id" : "4000000008464",
"isVisible" : true,
"type" : "Administrator"
}
This API replicates an existing profile.
Credit: 1 credit/call
string
required,Name of the profile to be created
String
optionalDescription of the profile to be created
OAuth Scope
Desk.settings.CREATE , Desk.basic.CREATE
Request Example
Response Example
{
"default" : false,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : false,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : true,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : true,
"teams" : true,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : true,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : true,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : false,
"googleAnalytics" : false,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Admin Advisors",
"description" : "Advisors from management to assist the Support Administrators.",
"id" : "5000000046001",
"isVisible" : true,
"type" : "Custom"
}
This API updates the details of an existing profile.
Credit: 1 credit/call
string
optional,Name of the profile
string
optional,Description of the profile
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : false,
"delete" : false,
"export" : false
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : false,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : false
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"import" : true,
"edit" : false,
"create" : false,
"delete" : false,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : true,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : true,
"teams" : true,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : true,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : true,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : false,
"googleAnalytics" : false,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Agent Advisors",
"description" : "Advisors from CRM to assist the Support Agents.",
"id" : "4000000018001",
"isVisible" : true,
"type" : "Custom"
}
This API deletes a profile from your help desk.
Credit: 1 credit/call
long
requiredThe profile id to which the agents in the delete profile to be transferred to
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
204
This API fetches the configuration details and permissions defined for the profile of the currently logged in user.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : true,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : true
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : true,
"timeTracking" : true,
"fetchAcrossDepartment" : true,
"globalReports" : true,
"exportPortalUsers" : true,
"layouts" : true,
"automation" : true,
"featureConfig" : true,
"customerHappiness" : true,
"department" : true,
"portal" : true,
"webForm" : true,
"rebranding" : true,
"email" : true,
"recycleBin" : true,
"tabsAndFields" : true,
"exportUsers" : true,
"teams" : true,
"social" : true,
"templates" : true,
"sandbox" : true,
"moveRecords" : true,
"permission" : true,
"signUpApproval" : true,
"community" : true,
"importHistory" : true,
"manageAgents" : true,
"portalUsers" : true,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : true,
"telephony" : true,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
},
"name" : "Support Administrator",
"description" : "Set the privileges for support administrators.",
"id" : "35483000000008343",
"isVisible" : true,
"type" : "Administrator"
}
This API fetches the permissions associated with the profile of the currently logged in user.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tickets" : {
"mergeTickets" : true,
"changeOwner" : true,
"import" : true,
"handleUnassigned" : true,
"edit" : true,
"closeTicket" : true,
"revokeBlueprint" : true,
"mailReview" : true,
"delete" : true,
"view" : true,
"create" : true,
"addFollowers" : true,
"export" : true,
"mailSend" : true,
"unassignedChangeOwner" : false,
"shareTickets" : true
},
"comments" : {
"edit" : true,
"delete" : true
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"community" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true,
"moderate" : true
},
"products" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : true,
"delete" : true,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : true,
"import" : true,
"manageKB" : true,
"edit" : true,
"create" : true,
"admin" : true,
"delete" : true,
"export" : true
},
"setup" : {
"localization" : true,
"timeTracking" : true,
"fetchAcrossDepartment" : true,
"globalReports" : true,
"exportPortalUsers" : true,
"layouts" : true,
"automation" : true,
"featureConfig" : true,
"customerHappiness" : true,
"department" : true,
"portal" : true,
"webForm" : true,
"rebranding" : true,
"email" : true,
"recycleBin" : true,
"tabsAndFields" : true,
"exportUsers" : true,
"teams" : true,
"social" : true,
"templates" : true,
"sandbox" : true,
"moveRecords" : true,
"permission" : true,
"signUpApproval" : true,
"community" : true,
"importHistory" : true,
"manageAgents" : true,
"portalUsers" : true,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : true,
"telephony" : true,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : true,
"create" : true,
"delete" : true
},
"contacts" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
},
"tasks" : {
"view" : true,
"import" : true,
"edit" : true,
"create" : true,
"delete" : true,
"export" : true
}
}
}
This API lists agents mapped to a particular profile.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
boolean
optionalActivation status of the agents to list
boolean
optionalConfirmation status of the agents to list
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"agents" : [ {
"firstName" : "",
"lastName" : "John",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=437793",
"roleId" : "7000000012324",
"profileId" : "6000000011303",
"emailId" : "[email protected]",
"id" : "7000000013328",
"zuid" : "437793"
}, {
"firstName" : "Steve",
"lastName" : "Kyle",
"photoURL" : null,
"roleId" : "7000000012324",
"profileId" : "6000000011303",
"emailId" : "[email protected]",
"id" : "7000000012958",
"zuid" : "5625416"
} ]
}
This API fetches the different permissions configured for the light agent profile.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"default" : true,
"permissions" : {
"crmInteg" : {
"crmContactsActivityEvents" : false,
"crmAccountsActivityEvents" : false,
"crmAccountsActivityTasks" : false,
"crmAccountsInfo" : false,
"crmContactsActivityCalls" : false,
"crmAccountsNotes" : false,
"crmAccountsActivityCalls" : false,
"crmContactsInfo" : false,
"crmContactsNotes" : false,
"crmContactsActivityTasks" : false,
"crmAccountsPotentials" : false,
"crmContactsPotentials" : false
},
"reports" : {
"view" : true,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"tickets" : {
"mergeTickets" : false,
"changeOwner" : false,
"import" : false,
"handleUnassigned" : false,
"edit" : false,
"closeTicket" : false,
"revokeBlueprint" : false,
"mailReview" : false,
"delete" : false,
"view" : true,
"create" : false,
"addFollowers" : false,
"export" : true,
"mailSend" : false,
"unassignedChangeOwner" : false,
"shareTickets" : false
},
"comments" : {
"edit" : false,
"delete" : false
},
"social" : {
"view" : true,
"twitterPostDelete" : true,
"twitterPostCreate" : true,
"twitterConversationReply" : true
},
"mobileapp" : {
"radar" : true,
"deskapp" : true
},
"contracts" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"community" : {
"view" : false
},
"products" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"agents" : {
"overview" : true,
"edit" : false,
"create" : false,
"delete" : false,
"viewAllFields" : true
},
"kbCategory" : {
"view" : true,
"editAllArticles" : false,
"import" : false,
"manageKB" : false,
"edit" : false,
"create" : false,
"admin" : false,
"delete" : false,
"export" : true
},
"setup" : {
"localization" : false,
"timeTracking" : false,
"fetchAcrossDepartment" : true,
"globalReports" : false,
"exportPortalUsers" : false,
"layouts" : false,
"automation" : false,
"featureConfig" : false,
"customerHappiness" : false,
"department" : false,
"portal" : false,
"webForm" : false,
"rebranding" : false,
"email" : false,
"recycleBin" : false,
"tabsAndFields" : false,
"exportUsers" : false,
"teams" : true,
"social" : false,
"templates" : false,
"sandbox" : false,
"moveRecords" : false,
"permission" : false,
"signUpApproval" : false,
"community" : false,
"importHistory" : false,
"manageAgents" : false,
"portalUsers" : false,
"managerDashboard" : true,
"googleAnalytics" : true,
"chat" : false,
"telephony" : false,
"manageMarketplace" : false
},
"financeInteg" : {
"sendInvoice" : false,
"createEstimate" : false,
"createContact" : false,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"timeEntry" : {
"view" : true,
"edit" : false,
"create" : false,
"delete" : false
},
"contacts" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
},
"tasks" : {
"view" : true,
"import" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : true
}
},
"name" : "Light Agent",
"description" : "Set the privilege for light agents",
"id" : "15000000012421",
"isVisible" : true,
"type" : "Light"
}
Role refers to the user role that can be defined in Zoho Desk. Roles help define organization-wide hierarchy. Users at a higher hierarchy can always access all the records of at a lower hierarchy. For example, a Support Manager can access all the Agents' records, whereas Agents can access only their records.
string
Name of the role
string
A short description of the role
boolean
Key that denotes if the role is visible in the UI
boolean
Key that denotes if the role is the default role
boolean
Key that denotes if the role shares data with its peer roles
long
ID of the role
long
ID of the role to which the current role reports
Example
{ "isDefault" : true, "shareDataWithPeers" : true, "immediateSubRoles" : [ "5000000054103", "5000000008813", "5000000057018" ], "name" : "CEO", "description" : "Agent belongs to this role can access all other user's data.", "reportsTo" : null, "id" : "5000000008807", "isVisible" : true }
This API lists a particular number of roles, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optional,Index number, starting from which the roles must be listed
integer
optional,Number of roles to display. The default value is 15 and the maximum value allowed is 500.
boolean
optionalKey that filters roles according to their visibility in the UI
boolean
optionalKey that denotes whether the roles must be default roles or custom roles
string
optional,String to search for roles by name or description. The string must contain at least one character. Three search methods are supported: 1) string* - Searches for roles whose name or description start with the string, 2) *string* - Searches for roles whose name or description contain the string, 3) string - Searches for roles whose name or description is an exact match for the string
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"isDefault" : true,
"shareDataWithPeers" : true,
"immediateSubRoles" : [ "50000785582324", "50000000779019", "50000001319909" ],
"name" : "CEO",
"description" : "Agent belongs to this role can access all other user's data.",
"reportsTo" : null,
"id" : "50000000008337",
"isVisible" : true
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ "50000091844659" ],
"name" : "Manager",
"description" : "Agents belongs to this cannot see admin role users data",
"reportsTo" : "50000000008337",
"id" : "50000000008339",
"isVisible" : true
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "PortalUser",
"description" : "User belongs to this role are portal users they can access their cases and solutions only",
"reportsTo" : "50000000008337",
"id" : "50000000008341",
"isVisible" : false
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "Development Team Member",
"description" : "Development team members from Engineering",
"reportsTo" : "50000000008337",
"id" : "50000000469017",
"isVisible" : true
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "Product Team Member",
"description" : "Products Managers",
"reportsTo" : "50000000008337",
"id" : "50000000551386",
"isVisible" : true
}, {
"isDefault" : false,
"shareDataWithPeers" : true,
"immediateSubRoles" : [ ],
"name" : "Sales Team Member",
"description" : "",
"reportsTo" : "50000000008337",
"id" : "50000000779019",
"isVisible" : true
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "Personal",
"description" : "Agents belongs to this role can see only unassigned and his/her data",
"reportsTo" : null,
"id" : "50000002634005",
"isVisible" : false
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "Marketing Team Member",
"description" : "",
"reportsTo" : "50000000008337",
"id" : "50000009610999",
"isVisible" : true
}, {
"isDefault" : true,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "LightAgent",
"description" : "Agents belonging to this role can access all user's data.",
"reportsTo" : null,
"id" : "50000565365005",
"isVisible" : false
} ]
}
This API lists agents mapped to a particular role.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"associatedAgents" : [ "50000000009163", "50000000009300", "50000000010007", "50000000010011", "50000000062391", "50000000062393" ]
}
This API creates a role in your help desk.
Credit: 1 credit/call
string
required,Name of the role
string
optional,A short description of the role
boolean
requiredKey that denotes if the role shares data with its peer roles
long
optionalID of the role to which the current role reports
OAuth Scope
Desk.settings.CREATE , Desk.basic.CREATE
Request Example
Response Example
{
"isDefault" : false,
"shareDataWithPeers" : true,
"immediateSubRoles" : [ ],
"name" : "Customer Care Associate",
"description" : "Can work on own tickets and can not re-assign tickets.",
"reportsTo" : 5000000008807,
"id" : "5000000002973",
"isVisible" : true
}
This API updates details of an existing role.
Credit: 1 credit/call
string
optional,Name of the role
string
optional,A short description of the role
boolean
optionalKey that denotes if the role shares data with its peer roles
long
optionalID of the role to which the current role reports
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"isDefault" : false,
"shareDataWithPeers" : true,
"immediateSubRoles" : [ ],
"name" : "Customer Care and Sales Associate",
"description" : "Can work on own tickets and can not re-assign tickets.",
"reportsTo" : 5000000008807,
"id" : "5000000002973",
"isVisible" : true
}
This API deletes a role from your help desk.
Credit: 1 credit/call
long
requiredTransfer the child-roles to the given role
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
204
This API fetches the details of a particular role.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"isDefault" : true,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ "4000000012420", "4000000012417" ],
"name" : "CEO",
"description" : "Agent belongs to this role can access all other user's data.",
"reportsTo" : null,
"id" : "4000000012414",
"isVisible" : true
}
This API fetches the number of roles configured in your help desk.
Credit: 50 credits/call
boolean
optionalKey that filters roles according to their visibility in the UI
boolean
optionalKey that denotes whether the roles must be default roles or custom roles
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"count" : 5
}
This API fetches the details of the personal role configured in your help desk. Agents with personal role can view only the tickets assigned to them and unassigned tickets.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "Personal",
"description" : "Agents belongs to this role can see only unassigned and his/her data",
"reportsTo" : null,
"id" : "4000000012423",
"isVisible" : false
}
This API lists details of the roles whose IDs are passed in the API request.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"isDefault" : true,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ "4000000012420", "4000000012417" ],
"name" : "CEO",
"description" : "Agent belongs to this role can access all other user's data.",
"reportsTo" : null,
"id" : "4000000012414",
"isVisible" : true
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "PortalUser",
"description" : "User belongs to this role are portal users they can access their cases and solutions only",
"reportsTo" : "4000000012414",
"id" : "4000000012420",
"isVisible" : false
}, {
"isDefault" : false,
"shareDataWithPeers" : false,
"immediateSubRoles" : [ ],
"name" : "Personal",
"description" : "Agents belongs to this role can see only unassigned and his/her data",
"reportsTo" : null,
"id" : "4000000012423",
"isVisible" : false
} ]
}
A team is a group of agents/users in a department. Just like how you can assign tickets or tasks to agents, you can also assign tickets and tasks to teams.
String
Name of the team
String
A short description of the team
Long
ID of the department to which the team belongs
Example
{ "rolesWithSubordinates" : [ "6000000008684" ], "departmentId" : "6000000007245", "roles" : [ "6000000008686", "6000000011307" ], "name" : "Sales Representatives", "description" : "Sales teams for customer engagement.", "derivedAgents" : [ "6000000009086", "6000000012003" ], "id" : "6000000014005", "subTeams" : [ "6000000011305" ], "logoUrl" : null, "agents" : [ "6000000009086", "6000000012003" ] }
This API creates a team in your help desk portal.
Credit: 1 credit/call
String
requiredName of the team
String
optionalA short description of the team
Long
requiredID of the department to which the team belongs
list
optionalList of sub-teams within the team
list
optionalList of roles to add to the team
list
optionalList of roles with subordinates to add to the team
list
optionalList of agents to add to the team
OAuth Scope
Desk.settings.CREATE , Desk.basic.CREATE
Request Example
Response Example
{
"rolesWithSubordinates" : [ "6000000008684", "6000000008686" ],
"departmentId" : "6000000009893",
"roles" : [ "6000000011311", "6000000011309", "6000000011307" ],
"name" : "Sales Representatives",
"description" : "Sales teams for customer engagement.",
"derivedAgents" : [ "6000000009086", "6000000012003" ],
"id" : "6000000014007",
"subTeams" : [ "6000000012001" ],
"logoUrl" : null,
"agents" : [ "6000000009086" ]
}
This API updates details of an existing team.
Credit: 1 credit/call
String
optionalName of the team
String
optionalA short description of the team
list
optionalList of sub-teams within the team
list
optionalList of roles to add to the team
list
optionalList of roles with subordinates to add to the team
list
optionalList of agents to add to the team
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"rolesWithSubordinates" : [ "6000000008684", "6000000008686" ],
"departmentId" : "6000000009893",
"roles" : [ "6000000011311", "6000000011307" ],
"name" : "Sales Reps.",
"description" : "Sales teams for winning customers.",
"derivedAgents" : [ "6000000009086", "6000000012003" ],
"id" : "6000000014007",
"subTeams" : [ "6000000011303" ],
"logoUrl" : null,
"agents" : [ "6000000009086" ]
}
This API deletes an existing team from your help desk portal. To reassign the open and on hold tickets and tasks of the deleted team to a different team, pass the ticketNewTeam, taskNewTeam, ticketNewAgent, and taskNewAgent team parameters in the API request. If you do not want to assign the tickets to another team, pass the values of ticketNewTeam and ticketNewAgent as null. However, in the case of tasks, either taskNewTeam or taskNewAgent must have a valid value. Both parameters cannot be passed as null.
Credit: 1 credit/call
long
requiredAssign open and on hold tickets of the team being deleted to this team.
long
requiredAssign open and on hold tickets of the team being deleted to this agent.
long
requiredAssign open tasks of the team being deleted to this team.
long
requiredAssign open tasks of the team being deleted to this agent.
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
200
This API fetches the details of a team.
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"rolesWithSubordinates" : [ "6000000008684", "6000000008686" ],
"departmentId" : "6000000009893",
"roles" : [ "6000000011311", "6000000011307" ],
"name" : "Sales Reps.",
"description" : "Sales teams for winning customers.",
"derivedAgents" : [ "6000000009086", "6000000012003" ],
"id" : "6000000014007",
"subTeams" : [ "6000000011303" ],
"logoUrl" : null,
"agents" : [ "6000000009086" ]
}
This API fetches details of all teams created in all departments to which the current user belongs.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"teams" : [ {
"rolesWithSubordinates" : [ ],
"departmentId" : "17000000007253",
"roles" : [ ],
"name" : "Sales Reps.",
"description" : "Sales teams for winning customers.",
"derivedAgents" : [ ],
"id" : "17000000013003",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ ]
}, {
"rolesWithSubordinates" : [ ],
"departmentId" : "17000000009326",
"roles" : [ ],
"name" : "Support Teams",
"description" : "Support teams for solving customer issues.",
"derivedAgents" : [ ],
"id" : "17000000013005",
"subTeams" : [ ],
"logoUrl" : "https://desk.zoho.com/api/v1/teams/6000000011303/logo?orgId=3458634",
"agents" : [ ]
}, {
"rolesWithSubordinates" : [ ],
"departmentId" : "17000000007253",
"roles" : [ ],
"name" : "Engineering",
"description" : "Developers and Engineers.",
"derivedAgents" : [ ],
"id" : "17000000013001",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ ]
} ]
}
This API fetches details of all the members of a particular team.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
string
optional,Secondary information related to the team. Values allowed are profile, role. You can include all two values by separating them with commas in the API request.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"members" : [ {
"firstName" : "",
"lastName" : "John",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=437793",
"roleId" : "7000000012324",
"profileId" : "7000000012339",
"emailId" : "[email protected]",
"id" : "7000000013328",
"zuid" : "437793"
}, {
"firstName" : "Steve",
"lastName" : "Kyle",
"photoURL" : null,
"roleId" : "7000000012324",
"profileId" : "7000000012339",
"emailId" : "[email protected]",
"id" : "7000000012958",
"zuid" : "5625416"
} ]
}
This API lists the other teams that can be added as sub-teams to the current team.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"teams" : [ 6000000011303, 6000000017021, 6000000017023, 6000000016013, 6000000017017, 6000000016015, 6000000017019, 6000000017013, 6000000017015, 6000000017009, 6000000012001, 6000000017011, 6000000017005, 6000000016025, 6000000017007, 6000000017059, 6000000016027, 6000000017001, 6000000016029, 6000000017003, 6000000016031, 6000000016017, 6000000015001, 6000000016019, 6000000016021 ]
}
This API fetches details of all the teams to which an agent belongs.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"teams" : [ {
"rolesWithSubordinates" : [ ],
"departmentId" : "60000000839483",
"roles" : [ "60000000098623" ],
"name" : "Sales Reps.",
"description" : "Sales teams for winning customers.",
"derivedAgents" : [ "6000000011313", "60000000120230" ],
"id" : "6000000083003",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ ]
}, {
"rolesWithSubordinates" : [ ],
"departmentId" : "60000000839483",
"roles" : [ ],
"name" : "Support Teams",
"description" : "Support teams for solving customer issues.",
"derivedAgents" : [ "6000000011313" ],
"id" : "6000000083034",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ "6000000011313" ]
} ]
}
This API fetches details of all the teams associated with a particular role.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"teams" : [ {
"rolesWithSubordinates" : [ "6000000008684" ],
"departmentId" : "60000000839483",
"roles" : [ "60000000098623" ],
"name" : "Sales Reps.",
"description" : "Sales teams for winning customers.",
"derivedAgents" : [ "6000000011313", "60000000120230" ],
"id" : "6000000083003",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ ]
}, {
"rolesWithSubordinates" : [ ],
"departmentId" : "60000000839483",
"roles" : [ "6000000008684" ],
"name" : "Support Teams",
"description" : "Support teams for solving customer issues.",
"derivedAgents" : [ "6000000011313" ],
"id" : "6000000083034",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ "6000000011313" ]
} ]
}
This API fetches details of all the teams in a particular department.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"teams" : [ {
"rolesWithSubordinates" : [ "6000000008684", "6000000008686" ],
"roles" : [ "6000000011311", "6000000011309", "6000000011307" ],
"departmentId" : "6000000007245",
"name" : "Field Agents",
"derivedAgents" : [ "6000000009086" ],
"description" : "Field Agents team for customer issues",
"id" : "6000000017039",
"subTeams" : [ ],
"logoUrl" : null,
"agents" : [ "6000000009086" ]
}, {
"rolesWithSubordinates" : [ "6000000008684", "6000000008686" ],
"roles" : [ "6000000011311", "6000000011309", "6000000011307" ],
"departmentId" : "6000000007245",
"name" : "Managers",
"derivedAgents" : [ "6000000009086" ],
"description" : "Managers",
"id" : "6000000016007",
"subTeams" : [ "6000000016011", "6000000014005" ],
"logoUrl" : null,
"agents" : [ "6000000009086" ]
} ]
}
Departments refer to the organizational divisions configured in your help desk, based on the business function performed by each division; for example, marketing, sales, finance, admin, and so on.
long
ID of the department
string
Name of the department
string
Display name of the department in the help center
string
A short description of the department
boolean
Key that denotes if the department is visible in the help center or not
boolean
Key that denotes if the department is enabled or not
boolean
Key that denotes if the assign to team functionality is enabled or not
boolean
Key that denotes if the department has a logo or not
long
ID of user who created the department
timestamp
Time of creating the department
boolean
Key that denotes if the department is the default department in the help desk portal
string
Chat status of the departments: AVAILABLE, DISABLED, NOT_CREATED
Example
{ "isAssignToTeamEnabled" : true, "chatStatus" : "NOT_CREATED", "hasLogo" : true, "isVisibleInCustomerPortal" : true, "creatorId" : "1892000000042001", "description" : "Zylker Inc. is a multinational technology company that designs, develops, and sells consumer electronics.", "associatedAgentIds" : [ "1892000000042001", "1892000000056007", "1892000000888059" ], "isDefault" : true, "isEnabled" : true, "name" : "Zylker", "createdTime" : "2019-07-26T13:11:02.000Z", "id" : "1892000000082069", "nameInCustomerPortal" : "ZylCares" }
This API fetches the details of a department from your help desk
Credit: 1 credit/call
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"isAssignToTeamEnabled" : true,
"chatStatus" : "AVAILABLE",
"hasLogo" : true,
"isVisibleInCustomerPortal" : true,
"creatorId" : "1892000000042001",
"description" : "Zylker Inc. is a multinational technology company that designs, develops, and sells consumer electronics.",
"associatedAgentIds" : [ "1892000000042001", "1892000000056007", "1892000000888059" ],
"isDefault" : true,
"isEnabled" : true,
"name" : "Zylker",
"createdTime" : "2019-07-26T13:11:02.000Z",
"id" : "1892000000082069",
"nameInCustomerPortal" : "ZylCares"
}
This API lists a particular number of departments, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
boolean
optionalKey that filters departments based on their enabled status
integer
optional,Index number, starting from which the departments must be fetched
string
optional,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
integer
optional,Number of departments to fetch; default value is 10 and maximum value supported is 200
string
optional,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.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"isAssignToTeamEnabled" : true,
"chatStatus" : "AVAILABLE",
"isDefault" : true,
"hasLogo" : true,
"isVisibleInCustomerPortal" : true,
"isEnabled" : true,
"name" : "Zylker",
"creatorId" : "1892000000042001",
"description" : "Zylker Inc. is a multinational technology company that designs, develops, and sells consumer electronics.",
"createdTime" : "2019-07-26T13:11:02.000Z",
"id" : "1892000000082069",
"nameInCustomerPortal" : "ZylCares"
}, {
"isAssignToTeamEnabled" : true,
"chatStatus" : "AVAILABLE",
"isDefault" : false,
"hasLogo" : true,
"isVisibleInCustomerPortal" : true,
"isEnabled" : true,
"name" : "zPad",
"creatorId" : "1892000000042001",
"description" : "zPad is the most advanced tablet that brings you the never-experienced-before processing power.",
"createdTime" : "2019-08-25T10:12:04.000Z",
"id" : "1892000000082085",
"nameInCustomerPortal" : "zPad"
} ]
}
This API lists the agents in a department.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalIndex number, starting from which the agents must be listed
integer
optional,Number of agents to fetch; default value is 10 and maximum value is 200
string
optional,Key that filters agents, based on their activation status: ACTIVE or DISABLED
boolean
optionalKey that denotes if the agents must be light or non light.
boolean
optionalKey that denotes if the agents must be confirmed or unconfirmed.
string
optional,String to search for agents by first name, last name, or email ID. The string must contain at least one character. Three search methods are supported: 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
string
optional,Name of the field that must be used for searching and listing agents. Values allowed are: firstName, lastName, name, and emailId.
string
optional,To sort the available list of agents in either ascending or descending order. Values allowed are: asc or desc
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "case",
"extn" : "3298",
"roleId" : "1892000000056099",
"langCode" : "en_US",
"mobile" : "",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10687231",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717" ],
"firstName" : "",
"photoURL" : null,
"phone" : "12121",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ],
"name" : "case",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling tickets and Automations",
"id" : "1892000000056007",
"status" : "ACTIVE"
}, {
"lastName" : "jade",
"extn" : "3203",
"roleId" : "1892000000056899",
"langCode" : "en_US",
"mobile" : "",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10657727",
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717", "1892000001019041", "1892000001106673", "1892000001109673" ],
"firstName" : "",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=10657727",
"phone" : "",
"profileId" : "1892000000056091",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Email", "Forums" ],
"name" : "jade",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling tickets",
"id" : "1892000000042001",
"status" : "ACTIVE"
}, {
"lastName" : "john",
"extn" : "3228",
"roleId" : "1892000000056004",
"langCode" : "en_US",
"mobile" : "",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : "10713988",
"associatedDepartmentIds" : [ "1892000000006907", "1892000001019041" ],
"firstName" : "",
"photoURL" : null,
"phone" : "68779989",
"profileId" : "18920000000232043",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Chat", "Phone", "Twitter", "Web", "Email", "Forums" ],
"name" : "john",
"isConfirmed" : true,
"aboutInfo" : "Expert in handling tickets and Automations",
"id" : "1892000000070001",
"status" : "DISABLED"
}, {
"lastName" : "Waugh",
"extn" : "4020",
"roleId" : "1892000000056004",
"langCode" : "ja_JP",
"mobile" : "",
"emailId" : "[email protected]",
"associatedChatDepartmentIds" : [ ],
"zuid" : null,
"associatedDepartmentIds" : [ "1892000000006907", "1892000000082069", "1892000000639717" ],
"firstName" : "Steve",
"photoURL" : null,
"phone" : "",
"profileId" : "18920000000232043",
"countryCode" : "en_US",
"channelExpert" : [ "Facebook", "Chat" ],
"name" : "Steve Waugh",
"isConfirmed" : false,
"aboutInfo" : "Expert in handling Departments",
"id" : "1892000000888059",
"status" : "ACTIVE"
} ]
}
This API returns the number of departments configured in your help desk portal.
Credit: 50 credits/call
boolean
optionalKey that filters departments based on their enabled status
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"count" : 5
}
This API fetches the details of the departments whose IDs are passed in the API request.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
long
requiredComma-separated array of department IDs. Maximum number of IDs allowed is 50.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"isAssignToTeamEnabled" : true,
"chatStatus" : "AVAILABLE",
"isDefault" : true,
"hasLogo" : true,
"isVisibleInCustomerPortal" : true,
"isEnabled" : true,
"name" : "Zylker",
"creatorId" : "1892000000042001",
"description" : "Zylker Inc. is a multinational technology company that designs, develops, and sells consumer electronics.",
"createdTime" : "2019-07-26T13:11:02.000Z",
"id" : "1892000000082069",
"nameInCustomerPortal" : "ZylCares"
}, {
"isAssignToTeamEnabled" : true,
"chatStatus" : "DISABLED",
"isDefault" : false,
"hasLogo" : true,
"isVisibleInCustomerPortal" : true,
"isEnabled" : true,
"name" : "zPad",
"creatorId" : "1892000000042001",
"description" : "zPad is the most advanced tablet that brings you the never-experienced-before processing power.",
"createdTime" : "2018-07-06T13:11:12.000Z",
"id" : "1892000000082085",
"nameInCustomerPortal" : "zPad"
} ]
}
This API checks if multiple departments have the same name.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
string
required,Name of the department for which you want to check duplicate entries
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"isDepartmentNameExist" : true
}
This API adds a department to your help desk portal.
Credit: 50 credits/call
string
required,Name of the department
string
optional,Display name of the department in the help center
string
optional,A short description of the department
boolean
optionalKey that denotes if the department is visible in the help center or not
boolean
optionalKey that denotes if the assign to team functionality is enabled or not
list
requiredIDs of agents associated with the department
OAuth Scope
Desk.settings.CREATE , Desk.basic.CREATE
Request Example
Response Example
{
"isAssignToTeamEnabled" : false,
"chatStatus" : "NOT_CREATED",
"hasLogo" : false,
"isVisibleInCustomerPortal" : true,
"creatorId" : "1892000000042001",
"description" : "With the most advanced technology, the zPhone is the world’s largest selling smartphone.",
"associatedAgentIds" : [ "1892000000042001", "1892000000056007" ],
"isDefault" : false,
"isEnabled" : true,
"name" : "zPhone",
"createdTime" : "2019-07-26T13:11:02.000Z",
"id" : "1892000000082085",
"nameInCustomerPortal" : "zPhone"
}
This API updates the details of an existing department.
Credit: 1 credit/call
string
optional,Name of the department
string
optional,Display name of the department in the help center
string
optional,A short description of the department
boolean
optionalKey that denotes if the department is visible in the help center or not
boolean
optionalKey that denotes if the assign to team functionality is enabled or not
list
optionalIDs of agents associated with the department
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
{
"isAssignToTeamEnabled" : true,
"chatStatus" : "DISABLED",
"hasLogo" : false,
"isVisibleInCustomerPortal" : true,
"creatorId" : "1892000000042001",
"description" : "With the most advanced technology, the zPhone is the world’s largest selling smartphone.",
"associatedAgentIds" : [ "1892000000042001", "1892000000056007" ],
"isDefault" : false,
"isEnabled" : true,
"name" : "zPhone",
"createdTime" : "2019-07-26T13:11:02.000Z",
"id" : "1892000000082085",
"nameInCustomerPortal" : "zPhone Support"
}
This API disables a department in your help desk portal.
Credit: 1 credit/call
Long
optionalAgents move to new department ID
Long
optionalEmail move to new department ID
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API enables a department in your help desk portal.
Credit: 1 credit/call
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API associates agents to a department.
Credit: 1 credit/call
list
requiredIds of Agents
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API dissociates agents from a department.
Credit: 1 credit/call
list
requiredIds of Agents
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API fetches the logo set for a department.
Credit: 1 credit/call
string
optional,Size of the image file to download. Values allowed are THUMBNAIL (image with reduced dimensions and size) and ACTUAL (image with actual dimensions and size). The default value is ACTUAL.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
200
This API updates the logo set for a department.
Credit: 1 credit/call
Content-Type:multipart/form-data
Image file of the logo. Maximum file size allowed is 2MB; maximum number of files allowed is one; and extensions allowed are: jpg, png, gif, and jpeg.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API removes the logo set for a department.
Credit: 1 credit/call
OAuth Scope
Desk.settings.DELETE , Desk.basic.DELETE
Request Example
Response Example
204
Channels in Zoho Desk represents the source of the tickets & threads. A channel represents the characteristic of a reply source such as reply configuration.
string
Type of the channel. Possible values are SYSTEM, INTEGRATION, INSTANT_MESSAGE
string
Name of the channel
string
Unique Identifier Code of the channel
string
Name of the application that handles the channel
string
Photo URL of the channel
string
Default department ID of the channel in which the tickets will be created unless customized
string
Specifies whether the channel accepts replies for tickets or threads
JSONObject
Reply configuration of the channel if the channel accepts replies for tickets or threads
string
Type of integration, only if the type is INSTANT_MESSAGE
Example
{ "photoURL" : null, "code" : "EMAIL", "appName" : null, "departmentId" : null, "name" : "EMail", "mappedIntegration" : null, "replyConfig" : { "updateRecords" : false, "acceptsAttachments" : true, "contentTypes" : [ "text/plain", "text/html" ], "includeQuotedMessage" : true }, "type" : "SYSTEM", "acceptsReplies" : true }
This API fetches currently installed channels including System, Channel integration and Instant Messaging channels
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"photoURL" : "https://desk.zoho.com/api/v1/channels/sales_whatsapp_account/photo?orgId=60856948",
"code" : "SALES_WHATSAPP_ACCOUNT",
"appName" : "Sales Whatsapp Account",
"departmentId" : "76389000000006907",
"name" : "Sales Whatsapp Account",
"externalId" : "109000000002003",
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "INSTANT_MESSAGE",
"acceptsReplies" : true
}, {
"photoURL" : "https://desk.zoho.com/api/v1/channels/youtubecat/photo?orgId=647164567",
"code" : "YOUTUBECAT",
"appName" : "Youtube Cat",
"departmentId" : "188422000009189044",
"name" : "Youtube Cat",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "INTEGRATION",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "EMAIL",
"appName" : null,
"departmentId" : null,
"name" : "Email",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : true,
"contentTypes" : [ "text/plain", "text/html" ],
"includeQuotedMessage" : true
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "TWITTER",
"appName" : null,
"departmentId" : null,
"name" : "Twitter",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "TWITTER_DM",
"appName" : null,
"departmentId" : null,
"name" : "Twitter",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "FACEBOOK",
"appName" : null,
"departmentId" : null,
"name" : "Facebook",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "FACEBOOK_DM",
"appName" : null,
"departmentId" : null,
"name" : "Facebook",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "INSTAGRAM",
"appName" : null,
"departmentId" : null,
"name" : "Instagram",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "INSTAGRAM_DM",
"appName" : null,
"departmentId" : null,
"name" : "Instagram",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain" ],
"includeQuotedMessage" : false
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "WEB",
"appName" : null,
"departmentId" : null,
"name" : "Web",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "ONLINE_CHAT",
"appName" : null,
"departmentId" : null,
"name" : "Chat",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "OFFLINE_CHAT",
"appName" : null,
"departmentId" : null,
"name" : "Chat",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "FORUMS",
"appName" : null,
"departmentId" : null,
"name" : "Forums",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : {
"updateRecords" : false,
"acceptsAttachments" : false,
"contentTypes" : [ "text/plain", "text/html" ],
"includeQuotedMessage" : true
},
"type" : "SYSTEM",
"acceptsReplies" : true
}, {
"photoURL" : null,
"code" : "PHONE",
"appName" : null,
"departmentId" : null,
"name" : "Phone",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "ZTI",
"appName" : null,
"departmentId" : null,
"name" : "Phone",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "CUSTOMERPORTAL",
"appName" : null,
"departmentId" : null,
"name" : "Web",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "FEEDBACK",
"appName" : null,
"departmentId" : null,
"name" : "FeedBack",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
}, {
"photoURL" : null,
"code" : "FEEDBACK_WIDGET",
"appName" : null,
"departmentId" : null,
"name" : "Feedback Widget",
"externalId" : null,
"mappedIntegration" : null,
"replyConfig" : null,
"type" : "SYSTEM",
"acceptsReplies" : false
} ]
}
Tickets are organizing units using which service agents handle customer enquiries, requests, complaints, and other such interactions in Zoho Desk.
long
ID of the ticket
string
Subject of the ticket
referred object
ID of the contact who raised the ticket. If a value is not available for this key, make sure to include the contact JSON object. If neither attribute is available, an error message regarding the unavailability of the contactId message is returned.
Contact
Details of the contact who raised the ticket. This object is used for automatically creating a contact when a ticket is received. If the email ID of the contact already exists in your portal, the corresponding contactId is used for creating the ticket. Else, a contact is first created and the contactId of the new contact is mapped to the ticket. The user’s profile and field permissions are considered in the contact creation process. Either the lastName or the email attribute must be present in the object.
referred object
ID of the product to which the ticket is mapped
list
File attachments in the ticket. For more information, refer to the Uploads section
string
Email ID in the ticket
string
Phone number in the ticket
string
Description in the ticket
string
Status of the ticket. Includes the custom statuses configured in your help desk portal.
string
Type of ticket resolution status.The values supported are OPEN and ON HOLD and CLOSED.
long
ID of agent to whom the ticket is assigned
string
Category of the ticket
string
Subcategory of the ticket
string
Resolution notes recorded in the ticket
timestamp
Due date for resolving the ticket
string
Priority of the ticket
string
Language preference to set for the ticket
string
Channel through which the ticket originated.
string
Code of the ticket's source channel
string
Type of ticket. Values supported are Problem, Request, Question, and Others.
deprecated
JSONObject
Custom fields in the ticket
string
URL to access the resource
timestamp
Time of creating the ticket
timestamp
Time of modifying the ticket
integer
Number of time entries recorded in the ticket
integer
Number of approvals associated with the ticket
integer
Number of comments in the ticket
integer
Number of attachments in the ticket
integer
Number of tasks associated with the ticket
integer
Number of threads associated in the ticket
boolean
Key that returns if the ticket is deleted or not
boolean
Field that denotes whether the ticket is in trash
Product
Product associated with the ticket. You obtain this information using the include:product query parameter to fetch this information.
timestamp
Time of closing the ticket
String
Index/Serial number of the ticket
timestamp
Time of receiving customer response
boolean
Key that denotes if the current user has read the ticket or not
list
List of departments to which the ticket is shared and the access privileges corresponding to each department
object
Agent assigned to resolve the ticket. Use the include:assignee query param to fetch this information.
long
ID of the team assigned to resolve the ticket
boolean
Key that returns if the current user follows the ticket or not
object
Secondary information related to the channel of the ticket. Currently, this key is supported only for the Forums channel. Therefore, the API response will not return this information for tickets received through other channels.
list
Secondary contacts, such as CC'ed users, associated with the ticket
list
Comma-separated array of skill IDs to be mapped with a ticket. The order of IDs (with the first ID given the highest priority) will determine how assignments are calculated.
Example
{ "entitySkills" : [ "18921000000379001", "18921000000364001", "18921000000379055", "18921000000379031" ], "modifiedTime" : "2016-06-21T13:16:14.000Z", "ticketNumber" : "101", "subCategory" : "Sub General", "statusType" : "Open", "subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority", "dueDate" : "2016-06-21T16:16:16.000Z", "departmentId" : "1892000000006907", "channel" : "Email", "onholdTime" : null, "description" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority", "source" : { "appName" : null, "extId" : null, "type" : "SYSTEM", "permalink" : null, "uuid" : null, "appPhotoURL" : null }, "resolution" : null, "sharedDepartments" : [ { "name" : "Sample Department Name", "id" : "1892000000006909", "type" : "READ_WRITE" }, { "name" : "Sample Department Name", "id" : "1892000000006911", "type" : "READ_ONLY" } ], "closedTime" : null, "approvalCount" : "1", "timeEntryCount" : "3", "isOverDue" : false, "isTrashed" : false, "contact" : { "lastName" : "Carol", "firstName" : "Lucas", "phone" : "1 888 900 9646", "mobile" : "8838109870", "id" : "1892000000042032", "isSpam" : false, "type" : "paid", "email" : "[email protected]", "account" : { "website" : "www.desk.com", "accountName" : "desk Account", "id" : "1892000000975382" } }, "createdTime" : "2013-11-04T11:21:07.000Z", "id" : "1892000000042034", "department" : { "name" : "dasdasdasd", "id" : "1892000000006907" }, "email" : "[email protected]", "channelCode" : null, "customerResponseTime" : "2013-11-04T11:21:07.912Z", "product" : null, "cf" : { "cf_permanentaddress" : null, "cf_dateofpurchase" : null, "cf_phone" : null, "cf_numberofitems" : null, "cf_url" : null, "cf_secondaryemail" : null, "cf_severitypercentage" : "0.0", "cf_modelname" : "F3 2017" }, "productId" : null, "contactId" : "1892000000042032", "threadCount" : "121", "secondaryContacts" : [ "1892000000042038", "1892000000042042", "1892000000042056" ], "team" : { "name" : "kjsdfjks", "id" : "8920000000069071", "logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831" }, "priority" : "High", "classification" : null, "assigneeId" : "1892000000056007", "commentCount" : "1", "taskCount" : "1", "phone" : "1 888 900 9646", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38", "teamId" : "8920000000069071", "attachmentCount" : "1", "isEscalated" : false, "assignee" : { "firstName" : "dasca", "lastName" : "vins", "photoURL" : "https://desk.zoho.com/api/v1/agent/1892000000056007/photo", "id" : "1892000000056007", "email" : "[email protected]" }, "isSpam" : false, "category" : "general", "status" : "Open" }
This API fetches a single ticket from your helpdesk.
Credit: 1 credit/call
string
optional,Key that fetches secondary information related to the ticket. Values allowed are: contacts, products, assignee, departments, contract, isRead, team, and skills . Multiple values can be passed, with commas for separation.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"modifiedTime" : "2016-06-21T13:16:14.000Z",
"subCategory" : "Sub General",
"statusType" : "Open",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2016-06-21T16:16:16.000Z",
"departmentId" : "1892000000006907",
"channel" : "FORUMS",
"onholdTime" : null,
"language" : "English",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"uuid" : null,
"appPhotoURL" : null
},
"resolution" : null,
"sharedDepartments" : [ {
"name" : "Sample Department Name",
"id" : "1892000000006909",
"type" : "READ_WRITE"
}, {
"name" : "Sample Department Name",
"id" : "1892000000006911",
"type" : "READ_ONLY"
} ],
"closedTime" : null,
"sharedCount" : "3",
"approvalCount" : "1",
"isOverDue" : false,
"isTrashed" : false,
"contact" : {
"lastName" : "Carol",
"firstName" : "Lucas",
"phone" : "1 888 900 9646",
"mobile" : "8838486174",
"id" : "1892000000042032",
"isSpam" : false,
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : "www.desk.com",
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "1892000000042034",
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"productId" : null,
"contactId" : "1892000000042032",
"threadCount" : "121",
"secondaryContacts" : [ "1892000000042038", "1892000000042042", "1892000000042056" ],
"priority" : "High",
"classification" : null,
"commentCount" : "1",
"taskCount" : "1",
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902",
"id" : "1892000000056007",
"email" : "[email protected]"
},
"status" : "Open",
"entitySkills" : [ "18921000000379001", "18921000000364001", "18921000000379055", "18921000000379031" ],
"ticketNumber" : "101",
"isRead" : false,
"description" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"timeEntryCount" : "3",
"channelRelatedInfo" : {
"topicId" : "1892000000056253",
"isTopicDeleted" : false,
"forumStatus" : "ANALYSING",
"sourceLink" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Community/singlepost/problem-topic-forum-ticket-18-5-2018",
"topicType" : "PROBLEM"
},
"isDeleted" : "false",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"followerCount" : "5",
"email" : "[email protected]",
"layoutDetails" : {
"id" : "5000000013466",
"layoutName" : "Default Ticket Layout"
},
"channelCode" : null,
"product" : null,
"cf" : {
"cf_permanentaddress" : null,
"cf_dateofpurchase" : null,
"cf_phone" : null,
"cf_numberofitems" : null,
"cf_url" : null,
"cf_secondaryemail" : null,
"cf_severitypercentage" : "0.0",
"cf_modelname" : "F3 2017"
},
"isFollowing" : "true",
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"assigneeId" : "1892000000056007",
"teamId" : "8920000000069071",
"contractId" : null,
"tagCount" : "2",
"attachmentCount" : "1",
"isEscalated" : false,
"category" : "general"
}
This API lists a particular number of tickets, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalIndex number, starting from which the tickets must be fetched
integer
optional,Number of tickets to fetch
long
optionalDepartments from which the tickets need to be queried. Note : For Predefined Views and All Department Views: You must specify the departmentId for which the tickets need to be fetched. Otherwise, it will fetch all tickets accessible across departments. For Single Department Custom View: You must specify the departmentId of the department for which the Custom View was created. The tickets will be fetched from that department.
string
optional,Key that filters tickets by Teams. Values allowed are Unassigned or a valid teamId. Multiple teamIds can be passed as comma-separated values.
string
optional,assignee - Key that filters tickets by assignee. Values allowed are Unassigned or a valid assigneeId. Multiple assigneeIds can be passed as comma-separated values.
string
optional,Filter by channel through which the tickets originated. You can include multiple values by separating them with a comma
string
optional,Filter by resolution status of the ticket. You can include multiple values by separating them with a comma
string
optional,Sort by a specific attribute: responseDueDate or customerResponseTime or createdTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
integer
optionalFetches recent tickets, based on customer response time. Values allowed are 15, 30 , 90.
string
optional,Additional information related to the tickets. Values allowed are: contacts, products, departments, team, isRead and assignee. You can pass multiple values by separating them with commas in the API request.
string
optional,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: statusType, webUrl, layoutId. Maximum of 30 fields is supported as comma separated values.
string
optional,Key that filters tickets by priority. Multiple priority levels can be passed as comma-separated values.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "101",
"subCategory" : null,
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-21T16:16:16.000Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"isRead" : false,
"onholdTime" : null,
"language" : "English",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"closedTime" : null,
"sharedCount" : "0",
"responseDueDate" : "2017-09-05T11:21:07.000Z",
"contact" : {
"firstName" : "Lucas",
"lastName" : "Carol",
"phone" : "1 888 900 9646",
"mobile" : "9876543210",
"id" : "1892000000042032",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : null,
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "1892000000042034",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"productId" : null,
"contactId" : "1892000000042032",
"threadCount" : "121",
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"priority" : "High",
"assigneeId" : "1892000000056007",
"commentCount" : "1",
"accountId" : "189200000005345",
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"teamId" : "8920000000069071",
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902",
"id" : "1892000000056007",
"email" : "[email protected]"
},
"isSpam" : false,
"category" : null,
"status" : "Open"
}, {
"ticketNumber" : "176",
"subCategory" : null,
"statusType" : "Closed",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2016-06-01T14:04:07.000Z",
"departmentId" : "1892000000006907",
"channel" : "Forums",
"isRead" : false,
"onholdTime" : null,
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"closedTime" : null,
"sharedCount" : "0",
"responseDueDate" : null,
"contact" : {
"firstName" : "Jonathan",
"lastName" : "Casie",
"phone" : null,
"mobile" : "9876543211",
"id" : "1892000000045028",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : "www.zylker.com",
"accountName" : "Zylker sAccount",
"id" : "1892000000980421"
}
},
"createdTime" : "2014-03-06T09:49:50.000Z",
"id" : "1892000000094004",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2014-03-22T05:05:08.471Z",
"productId" : null,
"contactId" : "1892000000045028",
"threadCount" : "72",
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"priority" : "High",
"assigneeId" : "1892000000056007",
"commentCount" : "0",
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b02214oc203b38",
"teamId" : "8920000000069071",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902",
"id" : "1892000000056007",
"email" : "[email protected]"
},
"category" : null,
"status" : "Closed"
}, {
"ticketNumber" : "191",
"subCategory" : null,
"statusType" : "On Hold",
"subject" : "Real Time analysis Requirement",
"dueDate" : null,
"departmentId" : "1892000000006907",
"channel" : "Chat",
"isRead" : true,
"onholdTime" : "2014-03-28T12:09:10.736Z",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"closedTime" : null,
"sharedCount" : "0",
"responseDueDate" : "2017-10-05T11:21:07.000Z",
"contact" : {
"firstName" : "Jonathan",
"lastName" : "Casie",
"phone" : null,
"mobile" : null,
"id" : "1892000000045028",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : "www.zylker.com",
"accountName" : "Zylker Account",
"id" : "1892000000980421"
}
},
"createdTime" : "2014-03-21T09:16:03.000Z",
"id" : "1892000000137057",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2014-03-21T10:54:21.802Z",
"productId" : null,
"contactId" : "1892000000045028",
"threadCount" : "19",
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"priority" : "High",
"assigneeId" : "1892000000042001",
"commentCount" : "0",
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d11bcdfb061247d9edbacb9d93ba74750b0284bc703b38",
"teamId" : "8920000000069071",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=298902",
"id" : "1892000000042001",
"email" : "[email protected]"
},
"category" : null,
"status" : "Custom On Hold"
} ]
}
This API gets the archived tickets list in given department.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optional,Index number, starting from which the tickets must be fetched
integer
optional,Number of tickets to fetch
long
requiredID of the department from which the tickets must be fetched
int
optionalView Type - Supported Values 1 for Compact view , 2 for Classic view ,4 for Table View. If view type is not specified, Classic View will be the default view
string
optional,Key that returns additional information related to a ticket. Values allowed are: contacts, products,departments,team,isRead and assignee. All six values can be passed by separating them with a comma in the API request.
OAuth Scope
Desk.search.READ , Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "836",
"sentiment" : null,
"subCategory" : null,
"statusType" : "Closed",
"subject" : "Subject updated by bulk update",
"isArchived" : true,
"dueDate" : "2017-02-16T05:04:01.000Z",
"departmentId" : "5853000000006907",
"channel" : "Email",
"onholdTime" : null,
"source" : {
"appName" : null,
"extId" : null,
"permalink" : null,
"type" : "SYSTEM",
"appPhotoURL" : null
},
"closedTime" : "2017-02-20T10:21:02.000Z",
"responseDueDate" : null,
"createdTime" : "2017-02-15T08:23:11.000Z",
"id" : "5853000001102037",
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2017-02-15T08:23:11.000Z",
"productId" : null,
"contactId" : "5853000000273060",
"threadCount" : "6",
"lastThread" : {
"channel" : "EMAIL",
"isDraft" : true,
"isForward" : false,
"direction" : "out"
},
"priority" : null,
"layoutId" : "5853000001987014",
"assigneeId" : "5853000000281047",
"commentCount" : "1",
"accountId" : "189200000005345",
"phone" : "123421412125",
"webUrl" : "https://desk.zoho.com/support/arunasales/ShowHomePage.do#Cases/dv/5853000001102037",
"teamId" : null,
"isSpam" : false,
"category" : null,
"status" : "Closed"
} ]
}
This API lists a particular number of tickets that are associated to you from your help desk, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalIndex number, starting from which the tickets must be listed
integer
optional,Number of tickets to fetch
long
optionalID of the department from which the tickets must be fetched
string
optional,assignee - Key that filters tickets by assignee. Values allowed are Unassigned or a valid assigneeId. Multiple assigneeIds can be passed as comma-separated values.
string
optional,Filter by resolution status of the ticket. You can include multiple values by separating them with a comma
string
optional,Filter by followers of the ticket. Values allowed : a valid agentId.
string
optional,Filter by commenters of the ticket. Values allowed : a valid agentId. As of now, either follower or commenter is supported. If both params are given, commenter will be ignored.
long
optionalFetches only the tickets shared from departmentId to sharedDepartmentId. If departmentId is not provided, fetches all the tickets shared to sharedDepartmentId. sharedDepartmentId is given precedence only when isShared is false/not given.
boolean
optionalFilter all shared tickets actually belonging to departmentId if isShared is true. If departmentId is not provided and if isShared is true, shared tickets from all permitted departments will be listed. If departmentId is provided and isShared is true, tickets belonging to departmentId, but shared to any other department will be fetched. If departmentId and sharedDepartmentId is provided and isShared is true, then tickets belonging to departmentId, but shared to sharedDepartmentId will be fetched(Here permission checks are done on departmentId). If departmentId and sharedDepartmentId is provided and isShared is false/not given, then tickets shared to sharedDepartmentId, but belonging to departmentId will be fetched(Here permission checks are done on sharedDepartmentId).
integer
optionalFetches recent tickets, based on customer response time. Values allowed are 15, 30 , 90.
string
optional,Key that returns additional information related to a ticket. Values allowed are: contacts, products, and assignee. All three values can be passed by separating them with a comma in the API request.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "101",
"subCategory" : null,
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-21T16:16:16.000Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"onholdTime" : null,
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"closedTime" : null,
"sharedCount" : "0",
"responseDueDate" : "2017-09-05T11:21:07.000Z",
"contact" : {
"firstName" : "Lucas",
"lastName" : "Carol",
"phone" : "1 888 900 9646",
"mobile" : "9876543212",
"id" : "1892000000042032",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : null,
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "1892000000042034",
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"productId" : null,
"contactId" : "1892000000042032",
"threadCount" : "121",
"priority" : "High",
"assigneeId" : "1892000000056007",
"commentCount" : "1",
"accountId" : "189200000005345",
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902",
"id" : "1892000000056007",
"email" : "[email protected]"
},
"category" : null,
"status" : "Open"
}, {
"ticketNumber" : "176",
"subCategory" : null,
"statusType" : "Closed",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2016-06-01T14:04:07.000Z",
"departmentId" : "1892000000006907",
"channel" : "Forums",
"onholdTime" : null,
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"closedTime" : null,
"sharedCount" : "0",
"responseDueDate" : null,
"contact" : {
"firstName" : "Jonathan",
"lastName" : "Casie",
"phone" : null,
"mobile" : null,
"id" : "1892000000045028",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : "www.zylker.com",
"accountName" : "Zylker sAccount",
"id" : "1892000000980421"
}
},
"createdTime" : "2014-03-06T09:49:50.000Z",
"id" : "1892000000094004",
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2014-03-22T05:05:08.471Z",
"productId" : null,
"contactId" : "1892000000045028",
"threadCount" : "72",
"priority" : "High",
"assigneeId" : "1892000000056007",
"commentCount" : "0",
"accountId" : "189200000005345",
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b02214oc203b38",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902",
"id" : "1892000000056007",
"email" : "[email protected]"
},
"category" : null,
"status" : "Closed"
}, {
"ticketNumber" : "191",
"subCategory" : null,
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"dueDate" : null,
"departmentId" : "1892000000006907",
"channel" : "Chat",
"onholdTime" : "2014-03-28T12:09:10.736Z",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"closedTime" : null,
"sharedCount" : "0",
"responseDueDate" : "2017-10-05T11:21:07.000Z",
"contact" : {
"firstName" : "Jonathan",
"lastName" : "Casie",
"phone" : null,
"mobile" : "9876543212",
"id" : "1892000000045028",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : "www.zylker.com",
"accountName" : "Zylker Account",
"id" : "1892000000980421"
}
},
"createdTime" : "2014-03-21T09:16:03.000Z",
"id" : "1892000000137057",
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2014-03-21T10:54:21.802Z",
"productId" : null,
"contactId" : "1892000000045028",
"threadCount" : "19",
"priority" : "High",
"assigneeId" : "1892000000042001",
"commentCount" : "0",
"accountId" : "189200000005345",
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d11bcdfb061247d9edbacb9d93ba74750b0284bc703b38",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=298902",
"id" : "1892000000042001",
"email" : "[email protected]"
},
"category" : null,
"status" : "Open"
} ]
}
This API creates a ticket in your helpdesk.
Credit: 1 credit/call
string
required,Subject of the ticket
long
required,ID of the department to which the ticket belongs
referred object
optionalID of the contact who raised the ticket. If a value is not available for this key, make sure to include the contact JSON object. If neither attribute is available, an error message regarding the unavailability of the contactId message is returned.
Contact
optionalDetails of the contact who raised the ticket. This object is used for automatically creating a contact when a ticket is received. If the email ID of the contact already exists in your portal, the corresponding contactId is used for creating the ticket. Else, a contact is first created and the contactId of the new contact is mapped to the ticket. The user’s profile and field permissions are considered in the contact creation process. Either the lastName or the email attribute must be present in the object.
referred object
optionalID of the product to which the ticket is mapped
list
optionalFile attachments in the ticket. For more information, refer to the Uploads section
string
optional,Email ID in the ticket
string
optional,Phone number in the ticket
string
optional,Description in the ticket
string
optional,Status of the ticket. Includes the custom statuses configured in your help desk portal.
long
optionalID of agent to whom the ticket is assigned
string
optional,Category of the ticket
string
optional,Subcategory of the ticket
string
optional,Resolution notes recorded in the ticket
timestamp
optionalDue date for resolving the ticket
string
optional,Priority of the ticket
string
optional,Language preference to set for the ticket
string
optional,Channel through which the ticket originated.
string
optional,Type of ticket. Values supported are Problem, Request, Question, and Others.
deprecatedJSONObject
optionalCustom fields in the ticket
JSONObject
optionalCustom fields in the ticket
string
optional,URL to access the resource
list
optionalList of departments to which the ticket is shared and the access privileges corresponding to each department
long
optionalID of the team assigned to resolve the ticket
list
optionalSecondary contacts, such as CC'ed users, associated with the ticket
list
optionalComma-separated array of skill IDs to be mapped with a ticket. The order of IDs (with the first ID given the highest priority) will determine how assignments are calculated.
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
{
"entitySkills" : [ "18921000000379001", "18921000000364001", "18921000000379055", "18921000000379031" ],
"modifiedTime" : "2016-06-21T12:50:04.000Z",
"ticketNumber" : "773",
"subCategory" : "Sub General",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-21T18:50:04.573Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"onholdTime" : null,
"description" : "Hai This is description",
"language" : "English",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"uuid" : null,
"appPhotoURL" : null
},
"resolution" : null,
"sharedDepartments" : [ ],
"closedTime" : null,
"sharedCount" : "0",
"approvalCount" : "0",
"timeEntryCount" : "0",
"isOverDue" : false,
"channelRelatedInfo" : null,
"isDeleted" : "false",
"isTrashed" : false,
"createdTime" : "2016-06-21T12:50:04.000Z",
"id" : "1892000001054003",
"email" : "[email protected]",
"layoutDetails" : {
"id" : "5000000013466",
"layoutName" : "Default Ticket Layout"
},
"channelCode" : null,
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"cf" : {
"cf_permanentaddress" : null,
"cf_dateofpurchase" : null,
"cf_phone" : null,
"cf_numberofitems" : null,
"cf_url" : null,
"cf_secondaryemail" : null,
"cf_severitypercentage" : "0.0",
"cf_modelname" : "F3 2017"
},
"productId" : null,
"contactId" : "1892000000042032",
"threadCount" : "1",
"priority" : "High",
"classification" : null,
"assigneeId" : "1892000000056007",
"commentCount" : "0",
"taskCount" : "0",
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"attachmentCount" : "0",
"isEscalated" : false,
"isSpam" : false,
"category" : "general",
"status" : "Open"
}
This API updates an existing ticket.
Credit: 1 credit/call
boolean
optionalKey that enables or disables sending notifications to the corresponding contact when a ticket is closed
string
optional,Subject of the ticket
long
optional,ID of the department to which the ticket belongs
referred object
optionalID of the contact who raised the ticket. If a value is not available for this key, make sure to include the contact JSON object. If neither attribute is available, an error message regarding the unavailability of the contactId message is returned.
Contact
optionalDetails of the contact who raised the ticket. This object is used for automatically creating a contact when a ticket is received. If the email ID of the contact already exists in your portal, the corresponding contactId is used for creating the ticket. Else, a contact is first created and the contactId of the new contact is mapped to the ticket. The user’s profile and field permissions are considered in the contact creation process. Either the lastName or the email attribute must be present in the object.
referred object
optionalID of the product to which the ticket is mapped
list
optionalFile attachments in the ticket. For more information, refer to the Uploads section
string
optional,Email ID in the ticket
string
optional,Phone number in the ticket
string
optional,Description in the ticket
string
optional,Status of the ticket. Includes the custom statuses configured in your help desk portal.
long
optionalID of agent to whom the ticket is assigned
string
optional,Category of the ticket
string
optional,Subcategory of the ticket
string
optional,Resolution notes recorded in the ticket
timestamp
optionalDue date for resolving the ticket
string
optional,Priority of the ticket
string
optional,Language preference to set for the ticket
string
optional,Channel through which the ticket originated.
string
optional,Type of ticket. Values supported are Problem, Request, Question, and Others.
deprecatedJSONObject
optionalCustom fields in the ticket
JSONObject
optionalCustom fields in the ticket
string
optional,URL to access the resource
list
optionalList of departments to which the ticket is shared and the access privileges corresponding to each department
long
optionalID of the team assigned to resolve the ticket
list
optionalSecondary contacts, such as CC'ed users, associated with the ticket
list
optionalComma-separated array of skill IDs to be mapped with a ticket. The order of IDs (with the first ID given the highest priority) will determine how assignments are calculated.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"entitySkills" : [ "18921000000379001", "18921000000364001", "18921000000379055", "18921000000379031" ],
"modifiedTime" : "2016-06-21T12:58:09.122Z",
"ticketNumber" : "773",
"subCategory" : "Sub General",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-23T12:58:09.211Z",
"departmentId" : "1892000000006907",
"channel" : "FORUMS",
"onholdTime" : null,
"description" : "Sample Ticket",
"language" : "English",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"uuid" : null,
"appPhotoURL" : null
},
"resolution" : null,
"sharedDepartments" : [ ],
"closedTime" : null,
"sharedCount" : "0",
"approvalCount" : "0",
"timeEntryCount" : "0",
"isOverDue" : false,
"channelRelatedInfo" : {
"isTopicDeleted" : false,
"forumStatus" : "ANALYSING",
"sourceLink" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Community/singlepost/problem-topic-forum-ticket-18-5-2018",
"topicType" : "PROBLEM"
},
"isDeleted" : "false",
"isTrashed" : false,
"createdTime" : "2016-06-21T12:50:04.000Z",
"id" : "1892000001054003",
"email" : "[email protected]",
"layoutDetails" : {
"id" : "5000000013466",
"layoutName" : "Default Ticket Layout"
},
"channelCode" : null,
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"cf" : {
"cf_permanentaddress" : null,
"cf_dateofpurchase" : null,
"cf_phone" : null,
"cf_numberofitems" : null,
"cf_url" : null,
"cf_secondaryemail" : null,
"cf_severitypercentage" : "0.0",
"cf_modelname" : "F3 2017"
},
"productId" : null,
"contactId" : "1892000000042032",
"threadCount" : "1",
"priority" : "Low",
"classification" : null,
"assigneeId" : "1892000000056007",
"commentCount" : "0",
"taskCount" : "0",
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"attachmentCount" : "0",
"isEscalated" : false,
"isSpam" : false,
"category" : "general",
"status" : "Open"
}
This API moves tickets to the Recycle Bin
Credit: 6 credits/record
list
requiredIDs of the tickets to move to the Recycle Bin
OAuth Scope
Desk.tickets.DELETE
Request Example
Response Example
204
This API deletes the given spam tickets
Credit: 6 credits/record
list
requiredIDs of the spam tickets. The maximum allowed number of IDs is 50.
OAuth Scope
Desk.tickets.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000006907",
"errors" : null
}, {
"success" : false,
"id" : "1892000000006908",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422",
"errorJson" : { }
}
} ]
}
This API merges two different tickets.
Credit: 30 credits/call
list
requiredIDs of the tickets to merge
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"entitySkills" : [ "42000000000364001", "42000000000379001", "42000000000379031" ],
"modifiedTime" : "2016-06-21T10:16:15.000Z",
"ticketNumber" : "101",
"subCategory" : "Sub General",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-21T16:16:16.000Z",
"departmentId" : "42000000006907",
"channel" : "Email",
"onholdTime" : null,
"description" : "Real Time analysis Requirement",
"language" : "English",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"uuid" : null,
"appPhotoURL" : null
},
"resolution" : null,
"sharedDepartments" : [ ],
"closedTime" : null,
"sharedCount" : "0",
"approvalCount" : "0",
"timeEntryCount" : "3",
"isOverDue" : false,
"channelRelatedInfo" : null,
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "4000000008749",
"email" : "[email protected]",
"layoutDetails" : {
"id" : "5000000013466",
"layoutName" : "Default Ticket Layout"
},
"channelCode" : null,
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"cf" : {
"cf_permanentaddress" : null,
"cf_dateofpurchase" : null,
"cf_phone" : null,
"cf_numberofitems" : null,
"cf_url" : null,
"cf_secondaryemail" : null,
"cf_severitypercentage" : "0.0",
"cf_modelname" : "F3 2017"
},
"productId" : null,
"contactId" : "42000000042032",
"threadCount" : "121",
"priority" : "High",
"classification" : null,
"assigneeId" : "42000000056007",
"commentCount" : "1",
"taskCount" : "1",
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"isEscalated" : false,
"attachmentCount" : "1",
"isSpam" : false,
"category" : "general",
"status" : "Open"
}
This API helps move a ticket from one department to another.
Note: The departmentId query parameter will be deprecated soon. Therefore, going forward, the departmentId attribute must be passed in the body of the API request.
Credit: 1 credit/call
long
optionalID of the department to which you want to move the ticket
long
optionalID of the department in which the ticket exists
long
optionalID of the community sub-category to which the forum ticket (forum topic converted into a ticket) must be moved
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API splits an incoming ticket thread into a new ticket.
Credit: 2 credits/call
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
{
"modifiedTime" : "2016-06-21T10:16:15.000Z",
"ticketNumber" : "101",
"subCategory" : "Sub General",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-21T16:16:16.000Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"onholdTime" : null,
"description" : "Real Time analysis Requirement",
"language" : "English",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"uuid" : null,
"appPhotoURL" : null
},
"resolution" : null,
"sharedDepartments" : [ ],
"closedTime" : null,
"sharedCount" : "0",
"approvalCount" : "0",
"timeEntryCount" : "3",
"isOverDue" : false,
"channelRelatedInfo" : null,
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "1892000000042034",
"email" : "[email protected]",
"channelCode" : null,
"customerResponseTime" : "2013-11-04T11:21:07.912Z",
"cf" : {
"cf_permanentaddress" : null,
"cf_dateofpurchase" : null,
"cf_phone" : null,
"cf_numberofitems" : null,
"cf_url" : null,
"cf_secondaryemail" : null,
"cf_severitypercentage" : "0.0",
"cf_modelname" : "F3 2017"
},
"productId" : null,
"contactId" : "1892000000042032",
"threadCount" : "121",
"priority" : "High",
"classification" : null,
"assigneeId" : "1892000000056007",
"commentCount" : "1",
"taskCount" : "1",
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"attachmentCount" : "1",
"isEscalated" : false,
"isSpam" : false,
"category" : "general",
"status" : "Open"
}
This API updates multiple tickets at once.
Credit: 1 credit/2 records
list
requiredArray containing the IDs of the entities to update. The maximum number of IDs allowed is 50.
string
required,Name of the field to update
string
optional,Value in the field
boolean
optionalKey that denotes if the field is a user-defined field or not
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API closes multiple tickets at once.
Credit: 1 credit/2 records
list
requiredIDs of tickets to close. Note : A maximum of 50 tickets can be closed in a single API request.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API marks a ticket as read by the user.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API marks a ticket as unread by the user.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
204
This API marks tickets as spam.
Credit: 1 credit/2 records
boolean
requiredKey that marks or unmarks a single ticket or multiple tickets as spam
list
requiredID(s) of the ticket(s) that must be marked or unmarked as spam
boolean
optionalKey that marks or unmarks the associated contact as spam
boolean
optionalKey that marks or unmarks the other tickets from the contact(s) as spam
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API returns the number of tickets in a particular view.
Credit: 50 credits/call
long
requiredID of the view whose ticket count must be fetched
String
requiredID of the department from which the ticket count must be fetched
long
optionalID of the agent assigned to resolve the tickets
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"count" : "10"
}
This API returns the number of tickets assigned to multiple agents.
Credit: 50 credits/call
String
optionalID of the department from which the ticket count must be fetched. To fetch ticket count of agents from all departments, pass the value allDepartments.
long
optionalIDs of the agents whose ticket count must be fetched
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"onholdCount" : 1,
"agentId" : "4000000008734",
"dueIn1HrCount" : 0,
"overDueCount" : 2,
"channel" : [ "Mail", "Phone" ],
"isOnline" : true,
"openCount" : 18
}, {
"onholdCount" : 1,
"agentId" : "4000000056010",
"dueIn1HrCount" : 0,
"overDueCount" : 0,
"isOnline" : false,
"openCount" : 0
} ]
}
This API fetches details of all actions — called events — performed on a ticket and in the sub-tabs on the ticket detail page. To view a detailed documentation for this API, visit this page.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
int
optional,Index number, starting from which the events must be fetched
int
optional,Number of events to list
string
optional, Key that filters events, based on their type. Values allowed are: CommentHistory, TimeEntryHistory, TaskHistory, CallHistory, EventHistory, AttachmentHistory, ApprovalHistory, SuperviseHistory, WorkflowHistory, MacroHistory, AssignmentRuleHistory, NotificationRuleHistory, SLAHistory, BlueprintHistory and SkillRelatedHistory
long
optionalKey that filters details of actions performed by a particular agent. Value allowed is the agent's ID in Zoho Desk.
string
optional,Key that filters the history of a particular field. The value for this key must be the apiName of the field.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"actor" : {
"name" : "Aadavan",
"id" : "7000000025001",
"type" : "Contact"
},
"eventInfo" : [ {
"propertyName" : "Department",
"propertyType" : "Entity",
"systemProperty" : true,
"propertyValue" : {
"name" : "Zylker Primary",
"id" : "7000000013224",
"type" : "Department"
}
}, {
"propertyName" : "Account Name",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "Primary Account"
}, {
"propertyName" : "Contact Name",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "Aadavan"
}, {
"propertyName" : "Email",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "[email protected]"
}, {
"propertyName" : "Subject",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "Ticket Subject"
}, {
"propertyName" : "Description",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "<div>Description.<br /></div>"
}, {
"propertyName" : "Status",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "Open"
}, {
"propertyName" : "Case Owner",
"propertyType" : "Entity",
"systemProperty" : true,
"propertyValue" : {
"name" : "Imman",
"id" : "7000000000059",
"type" : "Agent"
}
}, {
"propertyName" : "Channel",
"propertyType" : "Text",
"systemProperty" : true,
"propertyValue" : "Email"
}, {
"propertyName" : "Is Escalated",
"propertyType" : "Boolean",
"systemProperty" : true,
"propertyValue" : false
} ],
"eventTime" : "2020-06-03T11:14:52.000Z",
"eventName" : "TicketCreated",
"source" : "Email",
"actorInfo" : [ ]
} ]
}
This API fetches details related to the resolution of a ticket.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"modifiedTime" : "2015-12-12T00:00:00Z",
"author" : {
"firstName" : "saran",
"lastName" : "raj",
"photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo",
"id" : 160200000000068000,
"email" : "[email protected]"
},
"content" : "test resolution API"
}
This API fetches the resolution history of a ticket
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
int
optionalIndex number starting from which records must be fetched
int
optional,Number of records to fetch
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2015-12-12T00:00:00Z",
"author" : {
"firstName" : "saran",
"lastName" : "raj",
"photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo",
"id" : 160200000000068000,
"email" : "[email protected]"
},
"content" : "update ticket resolution"
}, {
"modifiedTime" : "2015-11-12T00:00:00Z",
"author" : {
"firstName" : "saran",
"lastName" : "raj",
"photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo",
"id" : 160200000000068000,
"email" : "[email protected]"
},
"content" : "add ticket resolution"
} ]
}
This API updates the resolution field of a ticket.
Credit: 1 credit/call
string
optional,Content to add in the field
boolean
optionalKey that specifies if the contact associated must be notified about the resolution
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2015-12-12T00:00:00Z",
"author" : {
"firstName" : "pandi",
"lastName" : "raj",
"photoURL" : "https://desk.zoho.com/api/v1/agent/160200000000068005/photo",
"id" : 160200000000068000,
"email" : "[email protected]"
},
"content" : "test resolution API"
}
This API deletes a resolution added to a ticket.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.DELETE
Request Example
Response Example
204
This API fetches details related to the response and resolution times of a ticket.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"firstResponseTime" : "01:50 hrs",
"reassignCount" : 1,
"outgoingCount" : 2,
"threadCount" : 2,
"totalResponseTime" : "02:50 hrs",
"responseCount" : 1,
"agentsHandled" : [ {
"handlingTime" : "00:50 hrs",
"agentId" : 4000000012629,
"agentName" : "XXX"
}, {
"handlingTime" : "01:50 hrs",
"agentId" : 4000000080003,
"agentName" : "YYY"
} ],
"resolutionTime" : "02:50 hrs",
"stagingData" : [ {
"handledTime" : "01:50 hrs",
"status" : "Open"
}, {
"handledTime" : "00:50 hrs",
"status" : "onhold"
} ],
"reopenCount" : 0
}
This API deletes all spam tickets.
Credit: 500 credits/call
OAuth Scope
Desk.tickets.DELETE
Request Example
Response Example
202
This API assigns tickets to agents according to their designated skills and routing preferences.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"isAssigned" : true,
"newAssignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/1000000000059/photo?orgId=111111",
"firstName" : "Alex",
"lastName" : "John",
"name" : "Alex",
"roleName" : null,
"externalId" : null,
"emailId" : "[email protected]",
"id" : "1000000000059",
"type" : "AGENT",
"email" : "[email protected]",
"zuid" : "1231232"
},
"team" : {
"name" : "Automation Team",
"id" : "1000000000089"
}
}
This API removes existing skills and reapplies the required ones based on the ticket's current circumstances.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-07-24T07:36:33.000Z",
"skillsInfo" : [ {
"weightage" : "10",
"skillName" : "Middle East",
"skillId" : "1000000174138",
"skillTypeId" : "1000000173007",
"mappingType" : "SYSTEM",
"skillTypeName" : "Region"
}, {
"weightage" : "9",
"skillName" : "Asia",
"skillId" : "1000000174140",
"skillTypeId" : "1000000173007",
"mappingType" : "SYSTEM",
"skillTypeName" : "Region"
} ],
"modifiedBy" : "1000000032001",
"id" : "1000000170017"
}
This API suggests help articles that could be relevant to resolving a ticket.
Credit: 3 credits/call
int
optional,Index number, starting from which the articles must be fetched
int
optional,Number of articles to list
long
optionalID of the department to which the help article belongs. If you want to include help articles from all departments, pass 0 as the value of this key
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2020-06-24T11:46:43.000Z",
"creatorId" : "4000000000059",
"dislikeCount" : "0",
"modifierId" : "4000000000059",
"templateLastUpdatedTime" : "2018-05-21T05:55:00.000Z",
"likeCount" : "0",
"locale" : "en",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "4000000000059",
"title" : "Answering your first ticket.",
"isTrashed" : false,
"createdTime" : "2020-06-24T11:46:43.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019059",
"viewCount" : "0",
"templateUsedUsersCount" : "2",
"owner" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"summary" : "Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly. The first of these, you've already discovered: Auto-Suggest Articles. Zoho Desk pulls up relevant articles on the ticket's content—so you can save ...",
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"permission" : "AGENTS",
"authorId" : "4000000000059",
"usageCount" : "0",
"commentCount" : "0",
"rootCategoryId" : "4000000017276",
"templateUsageCount" : "0",
"translationId" : "4000000017294",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersion" : "1.0",
"isTemplate" : false,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en",
"feedbackCount" : "0",
"portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket",
"attachmentCount" : "0",
"latestPublishedVersion" : "1.0",
"category" : {
"name" : "General",
"id" : "4000000017287",
"locale" : "en"
},
"permalink" : "answering-your-first-ticket",
"categoryId" : "4000000017287",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"status" : "Published"
} ]
}
Threads are conversations that occur between agents and customers. A thread can originate from multiple channels, such as FACEBOOK, TWITTER, EMAIL, TWITTER_DM, WEB, ONLINE_CHAT, OFFLINE_CHAT, FORUMS, TWILIO, ZTI, CUSTOMERPORTAL, FEEDBACK, FEEDBACK_WIDGET.
long
ID of the thread
string
Channel through which the thread originated. Values supported are FACEBOOK, TWITTER, EMAIL and FORUMS .
string
Status of the thread.Values supported are SUCCESS,PENDING,FAILED,DRAFT
string
Content of the thread
string
Formatting type of the content. Applicable only for the EMAIL channel. Values supported are html and plainText (default).
boolean
Key that returns if the thread was sent as a forward. Applicable only for the EMAIL channel.
boolean
Specifies whether the thread is Private or Public. Forwarded threads are always private.
long
ID of the thread to which current thread is a reply, applicable only for EMAIL channel
list
List of attachment IDs, applicable only for EMAIL channel. For information on how to retrieve attachment IDs, refer to the Uploads section.
timestamp
Time of creating the thread
string
Key that returns whether the thread is incoming or outgoing
string
Mandatory parameter for creating an email thread. Applicable for EMAIL, ONLINE_CHAT, OFFLINE_CHAT, CUSTOMERPORTAL, and FORUMS channels.
string
To email ID in the thread, applicable only for EMAIL channel
string
Email ID to be CC-ed. Applicable only for EMAIL channel
string
Email ID to be BCC-ed., if any exist. Applicable only for EMAIL channel
string
Phone number through which the thread originated, applicable only for the ZTI and TWILIO
string
Summary of the thread
boolean
States whether the thread has attachments
boolean
Key that denotes if the thread is the description of the ticket
object
Secondary information related to the channel of the thread. Currently, this key is supported only for the Forums channel. Therefore, the API response will not return this information for threads generated through other channels
list
Actions available from the present state which will be included based on present status.It is a collection of all actions and each action has a rel,href and method.The respective links and methods to be invoked will be available under the 'href' and 'method' key for each action.
string
Time taken by the agent to respond to the customer
boolean
Specifies whether replies can be added be added to this thread.
string
Status of the ticket. Includes the custom statuses configured in your help desk portal.
Example
{ "summary" : "How was our Customer Service", "attachments" : [ { "size" : "1913", "name" : "ScreenShot", "id" : "1892000001083005", "href" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/threads/1892000001083008/attachments/1892000001083005/content" } ], "canReply" : true, "visibility" : "public", "author" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/176276372673/photo?orgId=3983939", "name" : "Jade Tywin", "type" : "AGENT", "email" : "[email protected]" }, "channel" : "FORUMS", "source" : { "appName" : null, "extId" : null, "type" : "SYSTEM", "permalink" : null, "appPhotoURL" : null }, "content" : "How was our Customer Service ?", "hasAttach" : true, "createdTime" : "2016-03-21T08:46:48.248Z", "id" : "1892000000135387", "actions" : [ ], "contentType" : "text/html", "status" : "SUCCESS", "direction" : "out" }
This API fetches a single thread from your help desk portal.
Credit: 1 credit/call
string
optional,Content of the thread in plain text format. Value allowed is plainText.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"isDescriptionThread" : true,
"attachments" : [ {
"size" : "1913",
"name" : "ScreenShot",
"id" : "1892000001083005",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/threads/1892000001083008/attachments/1892000001083005/content"
} ],
"bcc" : "",
"isContentTruncated" : true,
"canReply" : true,
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "<div>Please provide us with a valid solution within the suggested time frame so that we can proceed with the implementation</div>",
"channelRelatedInfo" : null,
"createdTime" : "2016-06-02T18:17:55.000Z",
"plainText" : "Please provide us with a valid solution within the suggested time frame so that we can proceed with the implementation",
"id" : "1892000000135387",
"contentType" : "text/html",
"direction" : "in",
"cc" : "",
"summary" : "Please provide us with a valid solution within the suggested time frame so that we can proceed with the implementation",
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : null,
"name" : "Jade Tywin",
"type" : "END_USER",
"email" : "[email protected]"
},
"fullContentURL" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/threads/1892000001083008/fullContent",
"isForward" : false,
"hasAttach" : true,
"replyTo" : "[email protected]",
"attachmentCount" : "1",
"to" : "[email protected]",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"status" : "SUCCESS"
}
This API get the orginal mail content including mail headers
Credit: 1 credit/call
boolean
optionalset this param as true if attachment is to be rendered
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"date" : "Tue, 30 Mar 2021 16:53:12 +0530",
"returnPath" : "<[email protected]>",
"subject" : "Testing Mail Service",
"messageId" : "<[email protected]>",
"from" : "ReplyTo <[email protected]>",
"to" : "\"support\" <[email protected]>",
"content" : "Delivered-To: [email protected]\nReturn-Path: <[email protected]>\nDomainKey-Signature: a=rsa-sha1; q=dns; c=nofws; \n s=zoho; d=zoho.com; \n h=date:from:reply-to:to:message-id:subject:mime-version:content-type:user-agent; \n b=E6QQb4TtZN7WU1zmeUJx3hjj9BL0l/m6NhQU/3Oi+YlvXXhxSL6BFK0+CsAqJ/BJY/Y9hmdGNOM2\n I62RiQ5y8r9bUrVnGZH+Z9HvO3lPXZ4wM9kXypm9xmOo+gf0Dc2DxJKfPCvGrLT1QDzxeO+3tlPZ\n Xeqt6AsiCjXsXLcNUwc= \nReceived: from mail.zoho.com by zohomail.com.in\n\twith SMTP id 1617103392140118.88266397173629; Tue, 30 Mar 2021 16:53:12 +0530 (IST)\nDate: Tue, 30 Mar 2021 16:53:12 +0530\nFrom: ReplyTo <[email protected]>\nReply-To: [email protected]\nTo: \"support\" <[email protected]>\nMessage-Id: <[email protected]>\nSubject: Testing Mail Service\nMIME-Version: 1.0\nContent-Type: multipart/alternative; \n\tboundary=\"----=_Part_1259_1074835283.1617103381439\"\nImportance: Medium\nUser-Agent: Zoho Mail\nX-Mailer: Zoho Mail\nX-ZohoMail-Owner: <[email protected]>[email protected]\n\n------=_Part_1259_1074835283.1617103381439\nContent-Type: text/plain; charset=\"UTF-8\"\nContent-Transfer-Encoding: 7bit\n\nAldjfh Giri\n\n\n\n\n\nReplyTo\n------=_Part_1259_1074835283.1617103381439\nContent-Type: text/html; charset=\"UTF-8\"\nContent-Transfer-Encoding: 7bit\n\n<!DOCTYPE html PUBLIC \"-//W3C//DTD HTML 4.01 Transitional//EN\"><html><head><meta content=\"text/html;charset=UTF-8\" http-equiv=\"Content-Type\" /></head><body><div style=\"font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 10pt;\"><div><br /></div><div><br />Aldjfh Giri<br /></div><div id=\"\"><div><br /></div><div><br /></div><div>ReplyTo<br /></div><div><br /></div></div></div><br /></body></html>\n------=_Part_1259_1074835283.1617103381439--\n\n"
}
This API fetches the most recent thread of a ticket.
Note:
The API response for 'Get Latest Thread' will be dynamic, based on the channel from which the latest thread is received. For example, if the latest thread is received via the Email channel, the API will return the keys cc, to, and bcc, along with other details. These keys will not be included in the response for threads received via other channels.
Credit: 1 credit/call
boolean
optional,Key that denotes if the thread must be a public thread
boolean
optional,Key that denotes if the thread must be an incoming threads only
string
optional,Content of the thread in plain text format. Value allowed is plainText.
string
optional,Receipt status of the thread. Values allowed are success and failed
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"cc" : "",
"summary" : "Please provide us with a valid solution within the suggested time frame so that we can proceed with the implementation",
"attachments" : [ {
"size" : "1913",
"name" : "ScreenShot",
"id" : "1892000001083005",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/threads/1892000001083008/attachments/1892000001083005/content"
} ],
"bcc" : "",
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : null,
"name" : "Jade Tywin",
"type" : "END_USER",
"email" : "[email protected]"
},
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "Please provide us with a valid solution within the suggested time frame so that we can proceed with the implementation",
"isForward" : false,
"hasAttach" : true,
"replyTo" : "[email protected]",
"createdTime" : "2016-06-02T18:17:55.000Z",
"to" : "[email protected]",
"id" : "1892000001083008",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "in"
}
This API saves drafts of agent's responses to customers and sends them to a manager/senior agent for review.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API lists all threads in your helpdesk.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optional,Index number, starting from which the threads must be fetched
integer
required,Number of threads to fetch
string
optional,Key that sorts the threads by sendDateTime.
If the value of sortBy key is:
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"isDescriptionThread" : true,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/user/176276372673/photo",
"name" : "Jade Tywin",
"type" : "END_USER",
"email" : "[email protected]"
},
"channel" : "FORUMS",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"lastRatingIconURL" : null,
"hasAttach" : false,
"channelRelatedInfo" : {
"isDeleted" : "false",
"isBestSolution" : "true",
"externalLink" : null
},
"respondedIn" : null,
"createdTime" : "2015-03-25T13:40:23.031Z",
"attachmentCount" : "7",
"id" : "1892000000413186",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "in"
}, {
"summary" : "Customer Rating",
"cc" : "",
"isDescriptionThread" : false,
"bcc" : "",
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"isForward" : false,
"hasAttach" : true,
"responderId" : "1892000000042001",
"channelRelatedInfo" : null,
"respondedIn" : "00:05:14",
"createdTime" : "2016-05-25T10:06:09.686Z",
"attachmentCount" : "4",
"id" : "1892000001004072",
"to" : "[email protected]",
"fromEmailAddress" : "[email protected]",
"actions" : [ {
"method" : "POST",
"rel" : "send",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/resendFailedThread?threadId=1892000001083008"
} ],
"contentType" : "text/html",
"status" : "FAILED",
"direction" : "out"
}, {
"summary" : "Please fix this problem, since it is urgent posted the issue on Facebook ",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/2150000000043591/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "FACEBOOK",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"lastRatingIconURL" : "https://desk.zoho.com/api/v1/ratingOptions/31138000005998227/logo?orgId=54983163",
"hasAttach" : false,
"responderId" : "2150000000043591",
"channelRelatedInfo" : null,
"respondedIn" : "00:04:09",
"createdTime" : "2016-07-25T10:04:43.739Z",
"attachmentCount" : "6",
"id" : "2150000002498038",
"actions" : [ {
"method" : "POST",
"rel" : "send",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/sendDraft?draftThreadId=1892000001004072"
}, {
"method" : "DELETE",
"rel" : "delete",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/draftReply/1892000001004072"
} ],
"contentType" : "text/html",
"status" : "DRAFT",
"direction" : "out"
}, {
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/user/176276372673/photo",
"name" : "Jade Tywin",
"type" : "END_USER",
"email" : "[email protected]"
},
"channel" : "FEEDBACK",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"lastRatingIconURL" : null,
"hasAttach" : false,
"channelRelatedInfo" : null,
"respondedIn" : null,
"createdTime" : "2015-03-25T13:40:23.031Z",
"attachmentCount" : "5",
"id" : "1892000000413189",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "in"
} ]
}
This API lists a particular number of threads and comments recorded on a ticket, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optional,Starting index from which the conversations should be fetched.
integer
required,Number of conversations to fetch
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "We have found the root cause for the issue and fixed it. How would you rate our customer service? Good Okey Bad",
"isDescriptionThread" : true,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "FORUMS",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"type" : "thread",
"lastRatingIconURL" : "https://desk.zoho.com/api/v1/ratingOptions/31138000005998227/logo?orgId=54983163",
"isForward" : false,
"hasAttach" : false,
"responderId" : "1892000000042001",
"channelRelatedInfo" : {
"isDeleted" : "false",
"isBestSolution" : "true",
"externalLink" : null
},
"respondedIn" : "00:05:14",
"createdTime" : "2016-07-07T10:12:04.177Z",
"attachmentCount" : "7",
"id" : "1892000001080014",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "out"
}, {
"summary" : "Any update regarding the issue",
"cc" : "[email protected]",
"isDescriptionThread" : false,
"bcc" : "",
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : null,
"name" : "Jade Tywin",
"type" : "END_USER",
"email" : "[email protected]"
},
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"type" : "thread",
"lastRatingIconURL" : null,
"isForward" : false,
"hasAttach" : false,
"channelRelatedInfo" : null,
"respondedIn" : null,
"createdTime" : "2016-07-07T10:02:04.663Z",
"attachmentCount" : "6",
"id" : "1892000001080004",
"to" : "[email protected]",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "in"
}, {
"modifiedTime" : "2016-02-16T14:12:20.000Z",
"commentedTime" : "2016-02-16T09:21:58.000Z",
"isPublic" : true,
"id" : "1892000000886025",
"type" : "comment",
"content" : "There is a major issue with the real time dashboard feature . Kindly look into it",
"commenterId" : "1892000000042001",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=3983939",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "[email protected]"
}
} ]
}
This API sends a reply to any of the configured non-system channels. The channel must be able to handle the reply otherwise the reply will fail. Available channels to be used in this API can be fetched using Get Channels API.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "Thank you for your valueable comment.",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/176276372673/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "YOUTUBE",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "Thank you for your valueable comment.",
"isForward" : false,
"hasAttach" : false,
"responderId" : "1892000000042001",
"channelRelatedInfo" : null,
"respondedIn" : "00:05:14",
"createdTime" : "2016-05-25T10:06:09.686Z",
"id" : "1892000001004072",
"to" : "Zylker Vlogs",
"actions" : [ ],
"contentType" : "text/html",
"status" : "PENDING",
"direction" : "out"
}
This API sends an email reply. The from address in the email must be a from address configured in your help desk portal.
Credit: 1 credit/call
boolean
optional,Specify whether the thread is Private
boolean
optional,Specify whether the reply has to sent immediately
string
optional,Channel through which the thread originated. Values supported are FACEBOOK, TWITTER, EMAIL and FORUMS .
string
required,Content of the thread
string
optional,Formatting type of the content. Applicable only for the EMAIL channel. Values supported are html and plainText (default).
boolean
optionalKey that returns if the thread was sent as a forward. Applicable only for the EMAIL channel.
boolean
optionalSpecifies whether the thread is Private or Public. Forwarded threads are always private.
long
optionalID of the thread to which current thread is a reply, applicable only for EMAIL channel
list
optionalList of attachment IDs, applicable only for EMAIL channel. For information on how to retrieve attachment IDs, refer to the Uploads section.
string
optional,Key that returns whether the thread is incoming or outgoing
string
optional,Mandatory parameter for creating an email thread. Applicable for EMAIL, ONLINE_CHAT, OFFLINE_CHAT, CUSTOMERPORTAL, and FORUMS channels.
string
optional,To email ID in the thread, applicable only for EMAIL channel
string
optional,Email ID to be CC-ed. Applicable only for EMAIL channel
string
optional,Email ID to be BCC-ed., if any exist. Applicable only for EMAIL channel
boolean
optionalStates whether the thread has attachments
string
optional,Status of the ticket. Includes the custom statuses configured in your help desk portal.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "We have identified the root cause and fixed it.",
"cc" : "",
"isDescriptionThread" : true,
"bcc" : "",
"attachments" : [ {
"size" : "818",
"name" : "atach.png",
"id" : "1892000000042043",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/threads/1892000001083008/attachments/1892000001083005/content"
} ],
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/176276372673/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "We have identified the root cause and fixed it.",
"isForward" : true,
"hasAttach" : true,
"responderId" : "1892000000042001",
"channelRelatedInfo" : null,
"respondedIn" : "00:03:10",
"createdTime" : "2016-05-25T10:06:09.686Z",
"id" : "1892000001004072",
"to" : "[email protected]",
"fromEmailAddress" : "[email protected]",
"actions" : [ ],
"contentType" : "text/html",
"status" : "PENDING",
"direction" : "out"
}
This API adds a reply to a Facebook post
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "We are looking into the issue.",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/2150000000043591/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "FACEBOOK",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "We are looking into the issue.",
"hasAttach" : false,
"responderId" : "2150000000043591",
"channelRelatedInfo" : null,
"respondedIn" : "00:07:07",
"createdTime" : "2016-07-25T10:04:43.739Z",
"id" : "2150000002498038",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "out"
}
This API sends a reply to a tweet.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "The problem has been fixed. Sorry for the inconvenience caused.",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "TWITTER",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"hasAttach" : false,
"responderId" : "1892000000042001",
"channelRelatedInfo" : null,
"respondedIn" : "00:10:24",
"createdTime" : "2016-07-25T10:01:14.536Z",
"id" : "2150000002498018",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "out"
}
This API sends a reply to a comment on a forum post. While using this API, make sure to add the _ZohoDiscussions.basic.ALL_ scope in the request.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "Thanks for your feedback",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "FORUMS",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "Thanks for your feedback",
"hasAttach" : false,
"responderId" : "1892000000042001",
"channelRelatedInfo" : {
"isDeleted" : "false",
"isBestSolution" : "true",
"externalLink" : null
},
"respondedIn" : "00:06:54",
"createdTime" : "2016-07-25T09:50:03.578Z",
"id" : "1892000001121138",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "out"
}
This API drafts an email reply. The from address in the email must be a from address configured in your help desk portal.
Credit: 1 credit/call
string
optional,Channel through which the thread originated. Values supported are FACEBOOK, TWITTER, EMAIL and FORUMS .
string
required,Content of the thread
string
optional,Formatting type of the content. Applicable only for the EMAIL channel. Values supported are html and plainText (default).
boolean
optionalKey that returns if the thread was sent as a forward. Applicable only for the EMAIL channel.
boolean
optionalSpecifies whether the thread is Private or Public. Forwarded threads are always private.
long
optionalID of the thread to which current thread is a reply, applicable only for EMAIL channel
list
optionalList of attachment IDs, applicable only for EMAIL channel. For information on how to retrieve attachment IDs, refer to the Uploads section.
string
optional,Key that returns whether the thread is incoming or outgoing
string
optional,Mandatory parameter for creating an email thread. Applicable for EMAIL, ONLINE_CHAT, OFFLINE_CHAT, CUSTOMERPORTAL, and FORUMS channels.
string
optional,To email ID in the thread, applicable only for EMAIL channel
string
optional,Email ID to be CC-ed. Applicable only for EMAIL channel
string
optional,Email ID to be BCC-ed., if any exist. Applicable only for EMAIL channel
boolean
optionalStates whether the thread has attachments
string
optional,Status of the ticket. Includes the custom statuses configured in your help desk portal.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "We have escaled the issue. Will update you regarding the progress.",
"cc" : "",
"isDescriptionThread" : false,
"bcc" : "",
"attachments" : [ {
"size" : "324",
"name" : "atach.png",
"id" : "1892000000042043",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/threads/1892000001083008/attachments/1892000001083005/content"
} ],
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "We have escaled the issue. Will update you regarding the progress.",
"isForward" : false,
"hasAttach" : true,
"responderId" : "1892000000042001",
"channelRelatedInfo" : null,
"createdTime" : "2016-05-25T10:06:09.686Z",
"id" : "1892000001004072",
"to" : "[email protected]",
"fromEmailAddress" : "[email protected]",
"actions" : [ {
"method" : "POST",
"rel" : "send",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/sendDraft?draftThreadId=1892000001004072"
}, {
"method" : "DELETE",
"rel" : "delete",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/draftReply/1892000001004072"
} ],
"contentType" : "text/html",
"status" : "DRAFT",
"direction" : "out"
}
This API drafts a reply to a Facebook post.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "The issue has been fixed",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/2150000000043591/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "FACEBOOK",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "The issue has been fixed",
"hasAttach" : false,
"responderId" : "2150000000043591",
"channelRelatedInfo" : null,
"createdTime" : "2016-07-25T10:04:43.739Z",
"id" : "2150000002498038",
"actions" : [ {
"method" : "POST",
"rel" : "send",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/sendDraft?draftThreadId=1892000001004072"
}, {
"method" : "DELETE",
"rel" : "delete",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/draftReply/1892000001004072"
} ],
"contentType" : "text/html",
"status" : "DRAFT",
"direction" : "out"
}
This API drafts a reply to a forum post.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "Thanks for your feedback",
"isDescriptionThread" : false,
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "FORUMS",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "Thanks for your feedback",
"hasAttach" : false,
"responderId" : "1892000000042001",
"channelRelatedInfo" : {
"isDeleted" : "false",
"isBestSolution" : "true",
"externalLink" : null
},
"createdTime" : "2016-07-25T09:50:03.578Z",
"id" : "1892000001121138",
"actions" : [ {
"method" : "POST",
"rel" : "send",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/sendDraft?draftThreadId=1892000001004072"
}, {
"method" : "DELETE",
"rel" : "delete",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/draftReply/1892000001004072"
} ],
"contentType" : "text/html",
"status" : "DRAFT",
"direction" : "out"
}
This API updates a draft thread created via the EMAIL, FACEBOOK, or FORUM channel.
Credit: 1 credit/call
string
optional,Channel through which the thread originated. Values supported are FACEBOOK, TWITTER, EMAIL and FORUMS .
string
optional,Content of the thread
string
optional,Formatting type of the content. Applicable only for the EMAIL channel. Values supported are html and plainText (default).
boolean
optionalKey that returns if the thread was sent as a forward. Applicable only for the EMAIL channel.
boolean
optionalSpecifies whether the thread is Private or Public. Forwarded threads are always private.
long
optionalID of the thread to which current thread is a reply, applicable only for EMAIL channel
list
optionalList of attachment IDs, applicable only for EMAIL channel. For information on how to retrieve attachment IDs, refer to the Uploads section.
string
optional,Key that returns whether the thread is incoming or outgoing
string
optional,Mandatory parameter for creating an email thread. Applicable for EMAIL, ONLINE_CHAT, OFFLINE_CHAT, CUSTOMERPORTAL, and FORUMS channels.
string
optional,To email ID in the thread, applicable only for EMAIL channel
string
optional,Email ID to be CC-ed. Applicable only for EMAIL channel
string
optional,Email ID to be BCC-ed., if any exist. Applicable only for EMAIL channel
boolean
optionalStates whether the thread has attachments
string
optional,Status of the ticket. Includes the custom statuses configured in your help desk portal.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"summary" : "We are analysing the issue currently , will update you with a solution as early as possible",
"cc" : "",
"isDescriptionThread" : false,
"bcc" : "",
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3983939",
"name" : "Jade Tywin",
"type" : "AGENT",
"email" : "[email protected]"
},
"channel" : "EMAIL",
"source" : {
"appName" : null,
"extId" : null,
"type" : "SYSTEM",
"permalink" : null,
"appPhotoURL" : null
},
"content" : "We are analysing the issue currently , will update you with a solution as early as possible",
"isForward" : false,
"hasAttach" : false,
"responderId" : "1892000000042001",
"channelRelatedInfo" : null,
"createdTime" : "2016-05-25T10:06:09.686Z",
"id" : "1892000001004072",
"to" : "[email protected]",
"fromEmailAddress" : "[email protected]",
"actions" : [ {
"method" : "POST",
"rel" : "send",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/sendDraft?draftThreadId=1892000001004072"
}, {
"method" : "DELETE",
"rel" : "delete",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000000094004/draftReply/1892000001004072"
} ],
"contentType" : "text/html",
"status" : "DRAFT",
"direction" : "out"
}
This API deletes an attachment from a draft thread.
Credit: 1 credit/call
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
Contacts are the end-customers who raise requests or make enquiries/complaints with your customer service team. Each contact is mapped to an account.
long
ID of the contact
deprecated
object
User-defined fields related to the contact
string
Last name of the contact
string
First name of the contact
string
Facebook ID of the contact
string
Twitter ID of the contact
string
Secondary email ID of the contact
string
Email ID of the contact
string
Phone number of the contact
string
Mobile number of the contact
string
Contact's city of residence
string
Contact's country of residence
string
Contact's state of residence
string
Contact's address
string
Zip code
string
Contact description
string
Contact title
string
Contact type
long
ID of the user who creates the contact
boolean
Key that returns if the contact is deleted or not
boolean
Field that denotes whether the contact is in trash
boolean
Field that denotes whether the contact is spam
string
URL of the file containing the image of the contact
string
URL to access the resource
timestamp
Time of creating the contact
timestamp
Time of modifying the contact
string
Language preference to set for the Contact
Example
{ "lastName" : "Smith", "modifiedTime" : "2015-03-02T14:49:32.000Z", "country" : null, "secondaryEmail" : null, "city" : null, "description" : null, "ownerId" : "3263000000057001", "type" : null, "title" : null, "photoURL" : null, "twitter" : null, "isDeleted" : false, "isTrashed" : false, "street" : null, "createdTime" : "2015-02-16T14:46:24.000Z", "zohoCRMContact" : { "id" : "5000000014010", "type" : "potentials" }, "state" : null, "customerHappiness" : { "badPercentage" : "22", "okPercentage" : "31", "goodPercentage" : "47" }, "id" : "3263000000064001", "email" : "[email protected]", "zip" : null, "cf" : { "cf_permanentaddress" : null, "cf_lastcontactedon" : null }, "isFollowing" : "true", "facebook" : null, "mobile" : null, "accountId" : null, "firstName" : "Jade", "phone" : "123 99 888 23", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38", "isSpam" : false }
This API fetches a single contact from your help desk portal.
Credit: 1 credit/call
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"lastName" : "Lawrence",
"modifiedTime" : "2016-05-04T09:57:17.000Z",
"country" : null,
"secondaryEmail" : null,
"city" : null,
"description" : null,
"language" : "English",
"ownerId" : "1892000000042001",
"type" : null,
"title" : null,
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000042032/photo",
"twitter" : null,
"isDeleted" : false,
"isTrashed" : false,
"street" : null,
"createdTime" : "2013-11-04T11:21:07.000Z",
"zohoCRMContact" : {
"id" : "5000000014010",
"type" : "contacts_leads"
},
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"state" : null,
"id" : "1892000000042032",
"email" : "[email protected]",
"zip" : null,
"owner" : {
"firstName" : "Twin",
"lastName" : "john",
"id" : "1892000000042001"
},
"cf" : {
"cf_permanentaddress" : null,
"cf_lastcontactedon" : null
},
"isFollowing" : "true",
"facebook" : null,
"mobile" : null,
"accountId" : "1892000000975382",
"firstName" : "Jennifer",
"isAnonymous" : false,
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"isSpam" : false
}
This API lists a particular number of contacts, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
list
optionalSecondary information related to the contact.Value supported is accounts.
integer
optionalIndex number, starting from which the contacts must be fetched
string
optional,Number of contacts to fetch
integer
optionalID of the view to apply while fetching the resources
string
optional,Sort by a specific attribute: firstName, lastName, or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,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.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "Case",
"secondaryEmail" : null,
"mobile" : "+91 8508569683",
"ownerId" : null,
"type" : null,
"accountId" : "1892000000091433",
"firstName" : "Jonathan",
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000772003/photo",
"isAnonymous" : false,
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T14:46:24.000Z",
"isEndUser" : false,
"zohoCRMContact" : null,
"id" : "1892000000772003",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "[email protected]"
}, {
"lastName" : "Jade",
"secondaryEmail" : null,
"mobile" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000052077",
"firstName" : "Christ",
"photoURL" : null,
"isAnonymous" : false,
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T14:46:24.000Z",
"isEndUser" : false,
"zohoCRMContact" : {
"id" : "1892000000772030",
"type" : "contacts_leads"
},
"id" : "1892000000772001",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"email" : "[email protected]"
} ]
}
This API creates a contact in your help desk portal.
Credit: 1 credit/call
deprecatedobject
optionalUser-defined fields related to the contact
JSONObject
optionalUser-defined fields related to the contact
string
required,Last name of the contact
string
optional,First name of the contact
string
optional,Facebook ID of the contact
string
optional,Twitter ID of the contact
string
optional,Secondary email ID of the contact
string
optional,Email ID of the contact
string
optional,Phone number of the contact
string
optional,Mobile number of the contact
string
optional,Contact's city of residence
string
optional,Contact's country of residence
string
optional,Contact's state of residence
string
optional,Contact's address
string
optional,Zip code
string
optional,Contact description
string
optional,Contact title
string
optional,Contact type
long
optionalID of the user who creates the contact
string
optional,Language preference to set for the Contact
OAuth Scope
Desk.contacts.CREATE
Request Example
Response Example
{
"lastName" : "Jack",
"modifiedTime" : "2016-07-26T13:11:02.000Z",
"country" : "USA",
"secondaryEmail" : "[email protected]",
"city" : "Texas",
"description" : "first priority contact",
"language" : "English",
"ownerId" : "1892000000056007",
"type" : "paidUser",
"title" : "The contact",
"photoURL" : null,
"twitter" : "Hugh jack",
"isDeleted" : false,
"isTrashed" : false,
"street" : "North street",
"createdTime" : "2016-07-26T13:11:02.000Z",
"zohoCRMContact" : null,
"state" : "Austin",
"id" : "1892000001128052",
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "[email protected]",
"zip" : "123902",
"cf" : {
"cf_permanentaddress" : null,
"cf_lastcontactedon" : null
},
"isFollowing" : "true",
"facebook" : "hugh jack",
"mobile" : "+10 2328829010",
"accountId" : "1892000000052077",
"firstName" : "hugh",
"isAnonymous" : false,
"phone" : "91020080878",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"isSpam" : false
}
This API updates details of an existing contact.
Credit: 1 credit/call
deprecatedobject
optionalUser-defined fields related to the contact
JSONObject
optionalUser-defined fields related to the contact
string
optional,Last name of the contact
string
optional,First name of the contact
string
optional,Facebook ID of the contact
string
optional,Twitter ID of the contact
string
optional,Secondary email ID of the contact
string
optional,Email ID of the contact
string
optional,Phone number of the contact
string
optional,Mobile number of the contact
string
optional,Contact's city of residence
string
optional,Contact's country of residence
string
optional,Contact's state of residence
string
optional,Contact's address
string
optional,Zip code
string
optional,Contact description
string
optional,Contact title
string
optional,Contact type
long
optionalID of the user who creates the contact
string
optional,Language preference to set for the Contact
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"lastName" : "john",
"modifiedTime" : "2016-07-26T13:11:02.000Z",
"country" : "USA",
"secondaryEmail" : "[email protected]",
"city" : "Texas",
"description" : "first priority contact",
"language" : "English",
"ownerId" : "1892000000056007",
"type" : "paidUser",
"title" : "The contact",
"photoURL" : null,
"twitter" : "stephen john",
"isDeleted" : false,
"isTrashed" : false,
"street" : "East street",
"createdTime" : "2016-07-26T13:11:02.000Z",
"zohoCRMContact" : null,
"state" : "Austin",
"id" : "1892000001128052",
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "[email protected]",
"zip" : "123902",
"cf" : {
"cf_permanentaddress" : null,
"cf_lastcontactedon" : null
},
"isFollowing" : "true",
"facebook" : "Steve john",
"mobile" : "+129737289298",
"accountId" : "1892000000052077",
"firstName" : "Stephen",
"isAnonymous" : "false",
"phone" : "8981901921",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"isSpam" : false
}
This API moves the contacts specified to the Recycle Bin.
Credit: 6 credits/record
list
requiredIDs of the contacts to move to the Recycle Bin
OAuth Scope
Desk.contacts.DELETE
Request Example
Response Example
204
This API deletes the given spam contacts
Credit: 6 credits/record
list
requiredIDs of the spam contacts
OAuth Scope
Desk.contacts.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000004507",
"errors" : null
}, {
"success" : false,
"id" : "1892000000004508",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422",
"errorJson" : { }
}
} ]
}
This api fetches the list of profiles of this contact from various channels.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
list
optionalAdditional information related to the profile's channel. Values allowed are: source
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"photoURL" : "https://www.youtube.com/user/iwe3in2/photo",
"displayName" : "Jade Vlogs",
"name" : "Jade Zylker",
"channel" : "YOUTUBE",
"id" : "3923923923",
"source" : {
"appName" : "Youtube Sync App",
"permalink" : "https://www.examplechannel.com/apps/redirect.php?entity=profile&id=3290dweiod",
"appPhotoURL" : "https://desk.zoho.com/api/v1/channels/youtube/photo?orgId=666236571"
}
}, {
"photoURL" : "https://www.intagram.com/johninsta/photo",
"displayName" : "John Insta",
"name" : "John Zylker",
"channel" : "INSTAGRAM",
"id" : "3923923924",
"source" : {
"appName" : "Instagram Syncing App",
"permalink" : "https://www.examplechannel.com/apps/redirect.php?entity=profile&id=3290dweiod",
"appPhotoURL" : "https://desk.zoho.com/api/v1/channels/instagram/photo?orgId=666236571"
}
} ]
}
This API updates multiple contacts at once.
Credit: 1 credit/2 records
list
requiredArray containing the IDs of the entities to update. The maximum number of IDs allowed is 50.
string
required,Name of the field to update
string
optional,Value in the field
boolean
optionalKey that denotes if the field is a user-defined field or not
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000093303",
"errors" : null
}, {
"success" : true,
"id" : "1892000000085009",
"errors" : null
}, {
"success" : false,
"id" : "1892000000050003",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API lists details of specific contacts, based on the IDs passed in the request.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
long
requiredList of Contact Ids (separated by comma) which must be fetched. The maximum number of IDs allowed is 20.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "Case",
"secondaryEmail" : null,
"mobile" : "+91 8508569683",
"ownerId" : null,
"type" : null,
"accountId" : "1892000000091433",
"firstName" : "Jonathan",
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000772003/photo",
"isAnonymous" : false,
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"isEndUser" : false,
"zohoCRMContact" : null,
"id" : "1892000000772003",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "[email protected]"
}, {
"lastName" : "Jade",
"secondaryEmail" : null,
"mobile" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000052077",
"firstName" : "Christ",
"photoURL" : null,
"isAnonymous" : false,
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"isEndUser" : false,
"zohoCRMContact" : {
"id" : "1892000000772030",
"type" : "contacts_leads"
},
"id" : "1892000000772001",
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"isSpam" : false,
"email" : "[email protected]"
} ]
}
This API lists tickets received from a specific contact.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
long
optionalID of the department from which the tickets must be fetched
Integer
optionalIndex number, starting from which the tickets must be fetched
Integer
optional,Number of tickets to fetch
string
optional,Sort by a specific attribute: createdTime or modifiedTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,Filter by ticket duedate. Values allowed are overdue, tomorrow, currentWeek, currentMonth and today. You can include both values by separating them with a comma
boolean
optional,Filters Spam tickets
string
optional,Additional information related to the tickets. Values allowed are: products, departments, team, isRead and assignee. You can pass multiple values by separating them with a comma in the API request.
OAuth Scope
Desk.search.READ , Desk.tickets.READ , Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "149",
"statusType" : "Open",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2017-11-04T07:03:09.000Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"onholdTime" : null,
"language" : "English",
"closedTime" : null,
"createdTime" : "2017-10-12T13:11:50.000Z",
"id" : "18944000000336005",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "[email protected]",
"customerResponseTime" : "2017-11-03T07:03:09.203Z",
"productId" : "18944000000424033",
"contactId" : "18944000000421011",
"threadCount" : "7",
"lastThread" : null,
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"priority" : "Medium",
"assigneeId" : "1892000000042001",
"commentCount" : "0",
"accountId" : "189200000005345",
"phone" : "9876543321",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/20d7881a46edfcffefe308ab38676ec3e612657a51fd5fbe",
"teamId" : "8920000000069071",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agent/1892000000042001/photo",
"id" : "1892000000042001",
"email" : "[email protected]"
},
"status" : "Open"
} ]
}
This API lists products associated for a specific contact.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalFrom index
integer
optional,Number of products to fetch
OAuth Scope
Desk.products.READ
,
Desk.settings.READ
,
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"unitPrice" : "0.0",
"productCode" : null,
"id" : "4000000012009",
"productName" : "Dell"
} ]
}
This API displays the count for the number of contacts in a custom view
Credit: 50 credits/call
long
requiredCustom view ID
String
optionalDisplays the number of contacts whose first name or last name begins with the letter you specify. Displays the total number of contacts if you do not specify a letter.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"count" : "10"
}
This API fetches the overall statistics of an contact.
Credit: 50 credits/call
long
optionalID of the department from which the statistics must be fetched. If you do not pass this parameter in the API request, statistics from all permitted departments will be fetched.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"firstResponseTime" : "120000",
"openTickets" : "11",
"responseTime" : "13150000",
"spamTickets" : "0",
"totalTickets" : "36",
"customerHappiness" : {
"badCount" : "50",
"goodCount" : "0",
"okCount" : "50"
},
"closedTickets" : "23",
"resolutionTime" : "0",
"channelWiseCount" : {
"Web" : "12",
"Forums" : "14",
"Chat" : "10"
},
"onholdTickets" : "2",
"escalatedTickets" : "0",
"overdueTickets" : "0"
}
This API merges two or more contacts
Note:
Though portal users (users who signed up via the help center) are saved as contacts in the help desk, their records cannot be merged with other records/contacts.
Credit: 30 credits/call
list
requiredArray containing the IDs of the contacts to merge
object
optionalJSON object containing contact details, where each contact is identified by a unique ID.
The attributes in the object provide information based on the specified contact ID
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"lastName" : "Lawrence",
"modifiedTime" : "2016-05-04T09:57:17.000Z",
"country" : null,
"secondaryEmail" : null,
"city" : null,
"description" : null,
"language" : "English",
"ownerId" : "1892000000042001",
"type" : null,
"title" : null,
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000042032/photo",
"twitter" : null,
"isDeleted" : false,
"street" : null,
"createdTime" : "2013-11-04T11:21:07.000Z",
"zohoCRMContact" : {
"id" : "5000000014010",
"type" : "contacts_leads"
},
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"state" : null,
"id" : "1892000000042032",
"email" : "[email protected]",
"zip" : null,
"cf" : {
"cf_permanentaddress" : null,
"cf_lastcontactedon" : null
},
"isFollowing" : "true",
"facebook" : null,
"mobile" : null,
"accountId" : "1892000000975382",
"firstName" : "Jennifer",
"isAnonymous" : false,
"phone" : "1 888 900 9646",
"isSpam" : false
}
This API marks contacts as spam.
Credit: 1 credit/2 records
list
requiredID(s) of the contact(s) that must be marked or unmarked as spam
boolean
requiredKey that marks or unmarks a single contact or multiple contacts as spam
boolean
optionalKey that marks or unmarks tickets from the contact(s) as spam
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : false,
"id" : "1000000030068",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
}, {
"success" : true,
"id" : "1000000030063",
"errors" : null
} ]
}
This API associates products with a contact. Only a maximum of 10 products can be associated with a contact through a single API request.
Credit: 1 credit/call
list
requiredIDs of the resources to associate
boolean
requiredtrue for associating the resource and false for dissociating the resource
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "7000000027223",
"errors" : null
}, {
"success" : false,
"id" : "7000000043968",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API fetches the ticket history of a contact.
Credit: 50 credits/call
long
optionalID of the department from which the history details must be fetched
long
optionalKey that filters ticket activities performed by a particular agent
Integer
optionalIndex number, starting from which the history details must be fetched
Integer
optional,Number of history details to fetch
OAuth Scope
Desk.tickets.READ , Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "156648",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000012902/photo",
"firstName" : "Admin",
"lastName" : "Admin",
"id" : "4000000012902",
"type" : "AGENT",
"email" : "[email protected]"
},
"dueDate" : null,
"departmentId" : "4000000013957",
"priority" : null,
"recipients" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/4000000012999",
"eventTime" : "2019-09-19T09:37:11.000Z",
"operation" : "Comment_Updated",
"ticketId" : "4000000012999",
"status" : "Open"
}, {
"ticketNumber" : "125289",
"statusType" : "Open",
"subject" : "Ticket subject here.",
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000012902/photo",
"firstName" : "Admin",
"lastName" : "Admin",
"id" : "4000000012902",
"type" : "AGENT",
"email" : "[email protected]"
},
"dueDate" : null,
"departmentId" : "4000000013701",
"priority" : null,
"recipients" : [ "[email protected]", "[email protected]", "[email protected]" ],
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/4000000012807",
"eventTime" : "2019-07-22T16:27:20.000Z",
"operation" : "Mail_Response_Forward",
"ticketId" : "4000000012807",
"status" : "Open"
} ]
}
This API helps invite multiple contacts as end-users to your help center.
Credit: 1 credit/2 records
list
requiredIDs of the contacts to invite
long
requiredID of the help center to which you want to add the contacts
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000093303",
"errors" : null
}, {
"success" : true,
"id" : "1892000000085009",
"errors" : null
}, {
"success" : false,
"id" : "1892000000050003",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API helps invite a particular contact as an end-user to your help center.
Credit: 1 credit/call
long
requiredID of the help center to which you want to add the contact
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API deletes the display picture of a contact.
Credit: 1 credit/call
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API fetches a particular contact's activation status in all the help centers they are part of.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
Long
optionalTo get specific helpcenter info
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"helpCenter" : {
"name" : "Zoho",
"id" : "4000000016038",
"url" : "https://help.zoho.com/portal/zoho",
"status" : "ACTIVE"
},
"userStatus" : "ACTIVE",
"userId" : "4000000023791"
}, {
"helpCenter" : {
"name" : "CRM",
"id" : "4000010498403",
"url" : "https://help.zoho.com/portal/crm",
"status" : "ACTIVE"
},
"userStatus" : "ACTIVE",
"userId" : "4000000023791"
} ]
}
This API lists the accounts associated with a particular contact.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
int
optionalIndex number, starting from which the accounts must be fetched
integer
optional,Number of accounts to list
String
optionalLetter with which the names of the accounts must start
string
optional,Sort by a specific attribute: accountName or createdTime or mappingType . The default sorting order is ascending. A - prefix denotes descending order of sorting.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"website" : "www.zoho.com",
"accountName" : "ZOHO",
"phone" : "8822120911",
"mappingInfo" : {
"mappingId" : 1892000000052072,
"mappingType" : "PRIMARY",
"isAccountTicketsViewable" : true
},
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"customerHappiness" : {
"badPercentage" : "30",
"okPercentage" : "30",
"goodPercentage" : "40"
},
"id" : "1892000000052077",
"email" : "[email protected]"
} ]
}
This API associates multiple accounts with a particular contact.
Credit: 1 credit/call
list
optionalDetails of the accounts to associate with the contact
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "7000000027223",
"errors" : null
}, {
"success" : null,
"id" : "7000000043968",
"errors" : {
"errorMessage" : "This is a deleted account. You can restore the entry from the Recycle Bin of your Zoho Desk portal.",
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API dissociates multiple accounts from a particular contact.
Credit: 1 credit/call
list
requiredIDs of the accounts to dissociate from the contact
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "7000000027223",
"errors" : null
} ]
}
This API dissociates a particular account from a contact.
Credit: 1 credit/call
String
optionalProcessing option to apply to the tickets after dissociating the account from the contact. Values allowed are: Move Tickets to Contact, Move Tickets To Account, Delete Tickets, and Maintain Same Relationship (default value).
long
optionalID of the account or contact to which the tickets must be moved
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API helps approve a particular contact as an end-user to your help center.
Credit: 1 credit/call
list
requiredIDs of the help center in which you want to approve/reject the contacts
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "4000000021302",
"errors" : null
} ]
}
This API helps reject a particular contact from being added as an end-user to your help center.
Credit: 1 credit/call
list
requiredIDs of the help center in which you want to approve/reject the contacts
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "4000000021302",
"errors" : null
} ]
}
Account refers to customer organizations that use your products or services. An account can have multiple contacts.
long
ID of the account
deprecated
list
User-defined fields associated with the account
string
Name of the account
string
Email ID of the account
string
Website of the account
string
Fax number of the account
long
ID of account owner
list
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.
string
Industry in which the account operates
string
City in which the account is based
string
Country in which the account is based
string
State in which the account is based
string
Address of the account
string
Zip code
string
A short description of the account
string
Phone number of the account
double
Annual revenue of the account
timestamp
Time of creating the account
timestamp
Time of modifying the account
boolean
Field that denotes whether the account is in trash
string
URL to access the resource
Example
{ "country" : "USA", "modifiedTime" : "2015-03-02T14:49:18.000Z", "website" : "www.zylker.com", "code" : "4436", "cf" : { "cf_contactcount" : "1" }, "isFollowing" : "true", "accountName" : "Zylker", "city" : null, "associatedSLAIds" : [ 3263000000057, 3000000057001 ], "description" : null, "industry" : "Automation", "zohoCRMAccount" : { "id" : "32754000000537001" }, "ownerId" : "3263000000057001", "isDeleted" : false, "isTrashed" : false, "phone" : "9382991011", "street" : null, "annualrevenue" : null, "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38", "createdTime" : "2015-02-16T16:57:44.000Z", "id" : "3263000000074571", "state" : null, "fax" : "+1 444 8439 2350", "email" : "[email protected]" }
This API fetches an account from your help desk portal.
Credit: 1 credit/call
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"country" : "USA",
"modifiedTime" : "2015-03-02T14:49:18.000Z",
"code" : "3211",
"accountName" : "Zylker",
"city" : null,
"associatedSLAIds" : [ 3263000000057, 3000000057001 ],
"description" : null,
"industry" : "Automation",
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"ownerId" : "3263000000057001",
"isDeleted" : false,
"isTrashed" : false,
"street" : null,
"annualrevenue" : null,
"createdTime" : "2015-02-16T16:57:44.000Z",
"state" : null,
"id" : "3263000000074571",
"fax" : "+1 444 8656 8732",
"email" : "[email protected]",
"owner" : {
"firstName" : "Twin",
"lastName" : "john",
"id" : "3263000000057001"
},
"website" : "www.zylker.com",
"cf" : {
"cf_contactcount" : "1"
},
"isFollowing" : "true",
"phone" : "6218129190",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38"
}
This API lists a particular number of accounts, based on the limit specified.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalIndex number, starting from which the accounts must be listed
integer
optional,Number of accounts to fetch
long
optionalID of the view to apply while fetching the resources
string
optional,Sort by a specific attribute: accountName or createdTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,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.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"website" : "112121",
"accountName" : "Admin Account",
"phone" : "121212",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"customerHappiness" : {
"badPercentage" : "30",
"okPercentage" : "30",
"goodPercentage" : "40"
},
"id" : "1892000000052077",
"email" : "[email protected]"
}, {
"website" : "1211212",
"accountName" : "Agent Account",
"phone" : "11211",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"customerHappiness" : {
"badPercentage" : "20",
"okPercentage" : "40",
"goodPercentage" : "40"
},
"id" : "1892000000052090",
"email" : "[email protected]"
} ]
}
This API creates an account in your help desk portal.
Credit: 1 credit/call
deprecatedlist
optionalUser-defined fields associated with the account
JSONObject
optionalUser-defined fields associated with the account
string
required,Name of the account
string
optional,Email ID of the account
string
optional,Website of the account
string
optional,Fax number of the account
long
optionalID of account owner
list
optionalIDs of the SLAs associated with the account. An account can have multiple SLAs, but only one SLA per department can be mapped to it.
string
optional,Industry in which the account operates
string
optional,City in which the account is based
string
optional,Country in which the account is based
string
optional,State in which the account is based
string
optional,Address of the account
string
optional,Zip code
string
optional,A short description of the account
string
optional,Phone number of the account
double
optionalAnnual revenue of the account
OAuth Scope
Desk.contacts.CREATE
Request Example
Response Example
{
"country" : null,
"modifiedTime" : "2015-03-02T14:49:18.000Z",
"website" : null,
"code" : null,
"cf" : {
"cf_contactcount" : null
},
"isFollowing" : "true",
"accountName" : "Zylker",
"city" : null,
"associatedSLAIds" : [ 3263000000057, 3000000057001 ],
"description" : null,
"industry" : null,
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"ownerId" : "3263000000057001",
"isDeleted" : false,
"isTrashed" : false,
"phone" : "98348229382",
"street" : null,
"annualrevenue" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"state" : null,
"id" : "3263000000074571",
"fax" : null,
"email" : null
}
This API updates details of an existing account.
Credit: 1 credit/call
deprecatedlist
optionalUser-defined fields associated with the account
JSONObject
optionalUser-defined fields associated with the account
string
optional,Name of the account
string
optional,Email ID of the account
string
optional,Website of the account
string
optional,Fax number of the account
long
optionalID of account owner
list
optionalIDs of the SLAs associated with the account. An account can have multiple SLAs, but only one SLA per department can be mapped to it.
string
optional,Industry in which the account operates
string
optional,City in which the account is based
string
optional,Country in which the account is based
string
optional,State in which the account is based
string
optional,Address of the account
string
optional,Zip code
string
optional,A short description of the account
string
optional,Phone number of the account
double
optionalAnnual revenue of the account
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"country" : null,
"modifiedTime" : "2015-03-02T14:49:18.000Z",
"website" : null,
"code" : null,
"cf" : {
"cf_contactcount" : "1"
},
"isFollowing" : "true",
"accountName" : "Zylker Agents",
"city" : null,
"associatedSLAIds" : [ 3263000000057, 3000000057001 ],
"description" : null,
"industry" : null,
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"ownerId" : "3263000000057001",
"isDeleted" : false,
"isTrashed" : false,
"phone" : "82301023900123",
"street" : null,
"annualrevenue" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"state" : null,
"id" : "3263000000074571",
"fax" : null,
"email" : null
}
This API moves the accounts specified to the Recycle Bin.
Credit: 6 credits/record
list
requiredIDs of the accounts to move to the Recycle Bin
OAuth Scope
Desk.contacts.DELETE
Request Example
Response Example
204
Getting contracts of an Account
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalFrom index,DEFAULT 1
integer
optional,Number of contracts to fetch, Ranges from 1-50, DEFAULT 50
long
optionalID of the department from which the contracts must be fetched
string
optional,Contract Status,Indicates the Current Status of the Contract, Values are ACTIVE, EXPIRED, FUTURE
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"slaName" : "Priority-based SLAs",
"endDate" : "2016-07-16",
"slaGroupId" : "4000000007069",
"departmentId" : "4000000007043",
"contractId" : "4000000032003",
"contractNumber" : "1212",
"description" : "contract for all desk account",
"contractName" : "Contract for desk account",
"ownerId" : "4000000008692",
"startDate" : "2016-06-16"
} ]
}
This API lists the number of contracts made with the account.
Credit: 50 credits/call
long
requiredCustom view Id
String
requiredMandatory param to fetch the count of the contracts for a given ID of a department. You can also provide department as allDepartment to fetch the count of the contracts from all the departments
long
optionalDisplays the number of contracts of only a particular owner
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"count" : "10"
}
Get accounts count
Credit: 50 credits/call
long
requiredCustom view ID
String
optionalDisplays the number of accounts whose first name or last name begins with the letter you specify. Displays the total number of accounts if you do not specify a letter.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"count" : "10"
}
This API lists the contacts associated with an account
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
int
optionalFrom index
integer
optional,No. of contacts to fetch
string
optional,Parameter that sorts contacts by one of these attributes: firstName, lastName, fullName, phone, email, createdTime, modifiedTime
boolean
optional,Filters Spam contacts
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "Lawrence",
"secondaryEmail" : null,
"mappingInfo" : {
"mappingId" : "18026000003237019",
"mappingType" : "PRIMARY",
"isAccountTicketsViewable" : true
},
"mobile" : "+91 8508569683",
"type" : null,
"ownerId" : "4000000008734",
"firstName" : null,
"accountId" : "4000000008784",
"photoURL" : null,
"isAnonymous" : true,
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"isEndUser" : "false",
"zohoCRMContact" : {
"id" : "5000000014010",
"type" : "contacts_leads"
},
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"id" : "4000000008786",
"isSpam" : false,
"email" : "[email protected]"
} ]
}
This API lists tickets received from a specific account.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
long
optionalID of the department from which the tickets must be fetched
Integer
optionalIndex number, starting from which the tickets must be fetched
Integer
optional,Number of tickets to fetch
string
optional,Sort by a specific attribute: createdTime or modifiedTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,Filter by ticket duedate. Values allowed are overdue, tomorrow, currentWeek, currentMonth and today. You can include both values by separating them with a comma
boolean
optional,Filters Spam tickets
string
optional,Additional information related to the tickets. Values allowed are: contacts, products, departments, team, isRead and assignee. You can pass multiple values by separating them with a comma in the API request.
OAuth Scope
Desk.tickets.READ
,
Desk.search.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "149",
"statusType" : "Open",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2017-11-04T07:03:09.000Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"isRead" : false,
"onholdTime" : null,
"language" : "English",
"closedTime" : null,
"contact" : {
"lastName" : "Carol",
"firstName" : "Lucas",
"phone" : "1 888 900 9646",
"mobile" : "8845678909",
"id" : "18944000000421011",
"type" : null,
"email" : "[email protected]",
"account" : {
"website" : "www.desk.com",
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2017-10-12T13:11:50.000Z",
"id" : "18944000000336005",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "[email protected]",
"customerResponseTime" : "2017-11-03T07:03:09.203Z",
"productId" : "18944000000424033",
"contactId" : "18944000000421011",
"threadCount" : "7",
"lastThread" : null,
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"priority" : "Medium",
"assigneeId" : "1892000000042001",
"commentCount" : "0",
"accountId" : "189200000005345",
"phone" : "9876543321",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/20d7881a46edfcffefe308ab38676ec3e612657a51fd5fbe",
"teamId" : "8920000000069071",
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agent/1892000000042001/photo",
"id" : "1892000000042001",
"email" : "[email protected]"
},
"status" : "Open"
} ]
}
This API lists products associated for a specific account.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
integer
optionalFrom index
integer
optional,Number of products to fetch
OAuth Scope
Desk.products.READ
,
Desk.settings.READ
,
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"unitPrice" : "0.0",
"productCode" : null,
"id" : "4000000012009",
"productName" : "Dell"
} ]
}
This API merges two or more accounts.
Credit: 30 credits/call
list
requiredArray containing the IDs of the accounts to merge
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"country" : "USA",
"modifiedTime" : "2015-03-02T14:49:18.000Z",
"website" : "www.zylker.com",
"code" : "3211",
"cf" : {
"cf_contactcount" : "1"
},
"isFollowing" : "true",
"accountName" : "Zylker",
"city" : null,
"associatedSLAIds" : [ 3263000000057, 3000000057001 ],
"description" : null,
"industry" : "Automation",
"zohoCRMAccount" : {
"id" : "32754000000537001"
},
"ownerId" : "3263000000057001",
"phone" : "6218129190",
"street" : null,
"annualrevenue" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Accounts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2015-02-16T16:57:44.000Z",
"state" : null,
"id" : "3263000000074571",
"fax" : "+1 444 8656 8732",
"email" : "[email protected]"
}
This API associates products with an account. Only a maximum of 10 products can be associated with an account through a single API request.
Credit: 1 credit/call
list
requiredIDs of the resources to associate
boolean
requiredtrue for associating the resource and false for dissociating the resource
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "7000000027223",
"errors" : null
}, {
"success" : false,
"id" : "7000000043968",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API updates multiple accounts at once.
Credit: 1 credit/2 records
list
requiredArray containing the IDs of the entities to update. The maximum number of IDs allowed is 50.
string
required,Name of the field to update
string
optional,Value in the field
boolean
optionalKey that denotes if the field is a user-defined field or not
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000093303",
"errors" : null
}, {
"success" : true,
"id" : "1892000000085009",
"errors" : null
}, {
"success" : false,
"id" : "1892000000050003",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API fetches the ticket history of an account.
Credit: 50 credits/call
long
optionalID of the department from which the history details must be fetched
long
optionalKey that filters ticket activities performed by a particular agent
long
optionalKey that filters ticket activities related to a particular contact
Integer
optionalIndex number, starting from which the history details must be fetched
Integer
optional,Number of history details to fetch
OAuth Scope
Desk.tickets.READ , Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "156648",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000012902/photo",
"firstName" : "Admin",
"lastName" : "Admin",
"id" : "4000000012902",
"type" : "AGENT",
"email" : "[email protected]"
},
"dueDate" : null,
"departmentId" : "4000000013957",
"priority" : null,
"recipients" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/4000000012999",
"eventTime" : "2019-09-19T09:37:11.000Z",
"operation" : "Comment_Updated",
"ticketId" : "4000000012999",
"status" : "Open"
}, {
"ticketNumber" : "125289",
"statusType" : "Open",
"subject" : "Ticket subject here.",
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000012902/photo",
"firstName" : "Admin",
"lastName" : "Admin",
"id" : "4000000012902",
"type" : "AGENT",
"email" : "[email protected]"
},
"dueDate" : null,
"departmentId" : "4000000013758",
"priority" : null,
"recipients" : [ "[email protected]", "[email protected]", "[email protected]" ],
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/4000000012807",
"eventTime" : "2019-07-22T16:27:20.000Z",
"operation" : "Mail_Response_Forward",
"ticketId" : "4000000012807",
"status" : "Open"
} ]
}
This API fetches the overall statistics of an account.
Credit: 50 credits/call
long
optionalID of the department from which the statistics must be fetched. If you do not pass this parameter in the API request, statistics from all permitted departments will be fetched.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"firstResponseTime" : "120000",
"openTickets" : "11",
"responseTime" : "13150000",
"spamTickets" : "0",
"totalTickets" : "31",
"customerHappiness" : {
"badCount" : "50",
"goodCount" : "0",
"okCount" : "50"
},
"closedTickets" : "20",
"resolutionTime" : "0",
"channelWiseCount" : {
"Web" : "15",
"Forums" : "15",
"Chat" : "1"
},
"onholdTickets" : "0",
"escalatedTickets" : "0",
"overdueTickets" : "0"
}
This API lists a particular number of SLAs associated with an account, based on the limit defined.
Credit: 3 credits/call
Note: Credits depends on the range where the records are fetched. Refer for details
int
optional,Index number, starting from which the SLAs must be fetched
integer
optional,Number of SLAs to list
long
optionalID of the department from which the SLAs must be fetched. If you do not pass this parameter in the API request, SLAs from all permitted departments will be listed.
String
optionalActivation status of the SLAs. Values allowed are: ACTIVE and INACTIVE
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"slaName" : "Priority-based SLAs",
"id" : "45794000000419372",
"isActive" : true,
"department" : {
"name" : "Tesla",
"id" : "45794000000418059"
}
}, {
"slaName" : "SLA",
"id" : "45794000000570017",
"isActive" : true,
"department" : {
"name" : "BMW",
"id" : "45794000000006907"
}
}, {
"slaName" : "Silver SLAs",
"id" : "45794000000587464",
"isActive" : true,
"department" : {
"name" : "Jaguar",
"id" : "45794000000586067"
}
} ]
}
This API associates or dissociates an SLA from an account.
Credit: 1 credit/call
boolean