> ## Documentation Index
> Fetch the complete documentation index at: https://docs.unleashx.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Zoho Desk

> Let your UnleashX agent create, look up, and update support tickets and manage your Zoho Desk help desk.

# Zoho Desk

> **In one line:** Connect your Zoho Desk help desk so your UnleashX agent can create and update support tickets, add comments, and look up agents, contacts, and departments — without leaving the conversation.

|                    |                                                                                                          |
| ------------------ | -------------------------------------------------------------------------------------------------------- |
| **Category**       | CRM                                                                                                      |
| **Authentication** | OAuth (Zoho)                                                                                             |
| **Setup time**     | \~3 minutes                                                                                              |
| **Difficulty**     | Easy                                                                                                     |
| **Best for**       | Support and customer-success teams that want an AI agent to triage, create, and update Zoho Desk tickets |

## 1. Overview

Zoho Desk is Zoho's customer support and help-desk product. It organizes incoming requests into tickets, routes them to departments and agents, and tracks the full conversation with each customer.

Once connected to UnleashX, your agent can create new tickets, retrieve and update existing ones, add comments to a ticket's thread, and look up the supporting data — agents, contacts, departments, accounts, attachments, roles, and organizations. It works against your live Zoho Desk data using your own Zoho sign-in.

Connecting Zoho Desk to UnleashX means support requests get handled faster. Instead of switching into Zoho Desk to log a ticket or post an update, you tell your agent and it does the work — keeping your queue current while you stay focused on the customer.

## 2. What you'll need

* A Zoho Desk account with at least one department set up.
* A user role (agent, light agent, or admin) with permission to view and edit tickets.
* Your Zoho Desk **organization ID** if your account spans multiple help-desk organizations (optional — UnleashX can send it as an org-id header when needed).
* An UnleashX account with access to **Data Connectors**.

<Note>
  No API key to paste. Zoho Desk uses OAuth — you click **Authorize** and sign in with Zoho.
</Note>

<Warning>
  Some accounts host multiple Zoho Desk organizations. If the agent returns data from the wrong org, supply your **organization ID** so UnleashX can scope requests with the org-id header. You can find it in Zoho Desk under **Setup → Developer Space → API**.
</Warning>

## 3. Get your credentials

There's no key to copy. Authentication runs through Zoho's secure OAuth sign-in.

<Steps>
  <Step title="Start the connection in UnleashX">
    Connecting Zoho Desk (Section 4) opens a Zoho **Authorize** window.
  </Step>

  <Step title="Sign in with Zoho">
    Sign in with your Zoho account at `https://accounts.zoho.com` (use your data center domain — `.eu`, `.in`, `.com.au`, etc. — if your org is hosted there). Complete two-factor authentication if prompted.
  </Step>

  <Step title="Review and accept the scopes">
    Zoho shows the access UnleashX is requesting (see the scopes table). Click **Accept**.
  </Step>

  <Step title="Return to UnleashX">
    Zoho redirects you back automatically. Behind the scenes UnleashX calls Zoho Desk with a `Zoho-oauthtoken` authorization header (plus an optional org-id header) — you never handle the token yourself.
  </Step>
</Steps>

**Permissions (Zoho OAuth scopes) UnleashX requests:**

| Scope                | Why UnleashX needs it                                                 |
| -------------------- | --------------------------------------------------------------------- |
| `Desk.tickets.ALL`   | Create, read, update tickets and add comments.                        |
| `Desk.contacts.READ` | Look up the contacts (customers) associated with tickets.             |
| `Desk.settings.READ` | Read departments, roles, and other help-desk configuration.           |
| `Desk.basic.READ`    | List agents, accounts, attachments, and organizations.                |
| `offline_access`     | Refresh access automatically so you don't re-authorize every session. |

<Note>
  Zoho OAuth scopes are granular. UnleashX requests only what these tools need, and Zoho — not UnleashX — enforces the limits.
</Note>

## 4. Connect on UnleashX

<Steps>
  <Step title="Open your agent">
    Go to `https://www.tryunleashx.com` and open the agent you want to connect.
  </Step>

  <Step title="Open Data Connectors">
    Inside the agent, go to **Data Connectors**.
  </Step>

  <Step title="Find Zoho Desk">
    Locate **Zoho Desk** and click **Connect** (or **Add** / **Configure**).
  </Step>

  <Step title="Authorize with Zoho">
    Click **Authorize**, sign in with Zoho, and accept the scopes. Add your organization ID if prompted.
  </Step>

  <Step title="Confirm success">
    You return to UnleashX and the Zoho Desk connector shows a **Connected** badge.
  </Step>
</Steps>

### Use Zoho Desk in a Workflow

Once connected, you can add **Zoho Desk** to any automation from the **Workflows** builder. Its triggers and tools appear in the Apps panel, marked with an **MCP** badge.

<Steps>
  <Step title="Add a trigger or action node">
    Open **Workflows → New Workflow**. On the canvas, click **+ Add Trigger** (or the **+** below any node) to add a step.

    <img src="https://mintcdn.com/unleashx/LXZeho1M8XzFkz0k/images/mcp/workflows/05-add-trigger.png?fit=max&auto=format&n=LXZeho1M8XzFkz0k&q=85&s=449a0c03b0c7b40e571ec02373a85259" alt="Add a trigger on the workflow canvas" width="1390" height="722" data-path="images/mcp/workflows/05-add-trigger.png" />
  </Step>

  <Step title="Pick Zoho Desk from the Apps panel">
    In the **Paths** panel, open the **Apps** tab and select **Zoho Desk**. Use the search box if you have many connectors.

    <img src="https://mintcdn.com/unleashx/LXZeho1M8XzFkz0k/images/mcp/workflows/06-apps-list.png?fit=max&auto=format&n=LXZeho1M8XzFkz0k&q=85&s=bbb8bb6e668c4f8e1f6fd5e4955a45f0" alt="Choose your app from the Apps list" width="2446" height="1550" data-path="images/mcp/workflows/06-apps-list.png" />
  </Step>

  <Step title="Choose a trigger or tool">
    Pick the trigger or action you want. Configure its fields — required fields are marked with a red asterisk (\*).
  </Step>

  <Step title="Add or select your account">
    Under **Selected account**, choose an already-connected account, or click **Add Account** to connect one now.
  </Step>

  <Step title="Save and test">
    Fill in the remaining fields and click **Save**. Use **Test** to verify the step, then toggle **Publish** when the workflow is ready.
  </Step>
</Steps>

<Note>
  The steps are the same for every connector. For the full workflow builder guide, see [Using MCP in Workflows](/mcp/workflows).
</Note>

## 5. Available tools

| Tool               | What it does                                                   | Changes data? |
| ------------------ | -------------------------------------------------------------- | ------------- |
| Create Ticket      | Creates a new support ticket.                                  | ✏️ Yes        |
| Get Ticket         | Retrieves a single ticket by ID.                               | No            |
| Update Ticket      | Updates an existing ticket (status, priority, assignee, etc.). | ✏️ Yes        |
| List Tickets       | Lists tickets, optionally filtered.                            | No            |
| Add Comment        | Adds a comment to a ticket's thread.                           | ✏️ Yes        |
| List Agents        | Lists support agents.                                          | No            |
| List Contacts      | Lists contacts (customers).                                    | No            |
| List Owners        | Lists possible ticket owners.                                  | No            |
| List Departments   | Lists help-desk departments.                                   | No            |
| List Accounts      | Lists customer accounts.                                       | No            |
| List Attachments   | Lists attachments on a ticket.                                 | No            |
| List Roles         | Lists user roles.                                              | No            |
| List Organizations | Lists Zoho Desk organizations.                                 | No            |

## 6. Example usage

**"Open a high-priority ticket for the login outage and assign it to the support team."**
→ Runs List Departments / List Agents to resolve the right owner, then Create Ticket to open the ticket with high priority.

**"Find the open ticket from Acme about billing and post an update that we issued a refund."**
→ Runs List Tickets to locate the ticket, then Add Comment to post the refund update (and Update Ticket if the status should change).

## 7. Permissions & data access

**UnleashX can:**

* Create, read, list, and update tickets.
* Add comments to ticket threads.
* List agents, contacts, owners, departments, accounts, attachments, roles, and organizations.

**UnleashX cannot:**

* Delete tickets (no delete tool is exposed in this connector).
* Access other Zoho products (Zoho CRM, Zoho Mail) — those are separate connectors.
* Change Zoho account passwords or org-wide security settings.

**To disconnect:** In UnleashX, open **Data Connectors → Zoho Desk → Disconnect**. You can also revoke access at `https://accounts.zoho.com/home#sessions/usersession` (Connected Apps). Disconnecting revokes access immediately.

## 8. Troubleshooting

| Problem                     | What it means                                                        | How to fix it                                                             |
| --------------------------- | -------------------------------------------------------------------- | ------------------------------------------------------------------------- |
| **401 Unauthorized**        | The Zoho token expired or is invalid.                                | Reconnect Zoho Desk in **Data Connectors** and sign in again.             |
| **403 Forbidden**           | Your Zoho Desk role lacks permission for that action or department.  | Ask your Zoho Desk admin to grant the needed permission, then retry.      |
| **Wrong organization data** | Your account has multiple help-desk orgs and the wrong one was used. | Provide your organization ID so requests carry the correct org-id header. |
| **Ticket not found**        | The ticket ID is wrong, closed, or in another department.            | Ask the agent to list tickets to find the right one.                      |
| **Wrong data center**       | You signed in at the wrong Zoho domain (e.g. `.com` vs `.eu`).       | Reconnect using your org's data center.                                   |

For general MCP issues, see [/mcp/integrations](/mcp/integrations).

## 9. Frequently asked questions

**Is my support data stored by UnleashX?**
No. UnleashX reads and writes tickets live through the Zoho Desk API per request; it doesn't keep a copy of your help desk.

**Can multiple team members connect Zoho Desk?**
Yes. Each agent authorizes their own Zoho account, so actions run with that user's own Zoho Desk permissions.

**Why do I need my organization ID?**
If your Zoho account contains more than one Desk organization, the org-id header tells Zoho which one to use. Single-org accounts usually don't need it.

**Can the agent delete a ticket?**
No. This connector can create, update, and comment, but it does not expose ticket deletion.

## 10. References

* Zoho Desk API documentation: [https://desk.zoho.com/DeskAPIDocument](https://desk.zoho.com/DeskAPIDocument)
* Zoho OAuth overview & scopes: [https://desk.zoho.com/DeskAPIDocument#OauthTokens](https://desk.zoho.com/DeskAPIDocument#OauthTokens)
* Zoho Connected Apps / revoke access: [https://accounts.zoho.com/home#sessions/usersession](https://accounts.zoho.com/home#sessions/usersession)
* Zoho sign-in: [https://accounts.zoho.com](https://accounts.zoho.com)