Zoho Desk
Resolve Zoho Desk tickets end-to-end - Dex picks them up, works them, and writes status and comments back per department.
Dex connects to the Zoho Desk API v1 so it can read and resolve tickets without leaving your existing workflow. Dex lists and searches tickets, picks them up, works them end-to-end, and writes status, comments, and resolution back automatically. It can also look up the department and its agents. Available as an MSP global app: one OAuth client on the parent Zoho Desk org is shared, and each Dex tenant is confined to one Zoho Desk Department via its department_id.
What Dex does with Zoho Desk
Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.
For admins (Dex Pro)
- List and filter Zoho Desk tickets for this department by status, priority, assignee, and channel
- Read a ticket end-to-end, then update its status, priority, assignee, subject, or description - with approval
- Create a ticket in this department - departmentId is forced on a scoped connection - with approval
- List and add comments on a ticket - with approval to write
- Look up this department and list its agents
- On the MSP master connection, search tickets and list or create departments to partition new customers
- Deploy as an MSP global app - one shared OAuth client, each customer confined to its Zoho Desk Department by department_id
For employees (self-service)
- Open a Zoho Desk ticket for anything Dex can't resolve directly
- Check the status of a ticket in your department
- Add a comment or reply to a ticket
Just ask Dex
Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.
Admin prompts
- >List the open, high-priority tickets in this department
- >Read ticket 18423 and update its status to On Hold
- >Create a ticket - "VPN fails after password reset" for the contact at jsmith@example.com, priority High
- >Add a comment on ticket 18423: still reproducing after a reboot
- >Who are the agents on this department?
Employee prompts
- >Open a ticket - my VPN keeps dropping
- >What's the status of my laptop replacement ticket?
- >Add a comment to my ticket: still happening after reboot
Policy actions
Every action Dex can take on Zoho Desk is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.
| Action | What it does |
|---|---|
zoho_desk_list_tickets | List Zoho Desk tickets for this department |
zoho_desk_get_ticket | Read a Zoho Desk ticket (ownership-checked on a scoped child) |
zoho_desk_update_ticket | Update a Zoho Desk ticket (PATCH; ownership-checked on a scoped child) |
zoho_desk_create_ticket | Create a Zoho Desk ticket (departmentId is forced on a scoped child) |
zoho_desk_list_ticket_comments | List comments on a Zoho Desk ticket (parent ownership-checked) |
zoho_desk_create_ticket_comment | Add a comment on a Zoho Desk ticket (parent ownership-checked) |
zoho_desk_search_tickets | Search Zoho Desk tickets (master connection only) |
zoho_desk_get_department | Read this Zoho Desk Department |
zoho_desk_list_department_agents | List agents of this Zoho Desk Department |
zoho_desk_list_departments | List every Zoho Desk Department (master connection only) |
zoho_desk_create_department | Create a Zoho Desk Department (master connection only) - new customer partition |
How to configure Zoho Desk
Onboarding takes minutes. Dex validates your credentials before saving them.
Setup steps
- 1In the Zoho API console (api-console.zoho.com), create a server-based client - enable Multi-DC if you serve more than one region.
- 2Generate a refresh token with scopes Desk.tickets.ALL, Desk.basic.READ, Desk.departments.READ, and Desk.search.READ.
- 3Note your numeric Zoho Desk orgId from Setup -> Developer Space -> API (or GET /api/v1/organizations) and your data center.
- 4In Dex, enable the Zoho Desk integration and paste the client id, client secret, refresh token, orgId, and data center.
- 5Dex validates the credentials with a live probe before saving. For MSPs, leave department_id blank on the master and map each tenant to its Zoho Desk Department id (from Setup -> Departments or GET /api/v1/departments on the master).
Credentials required
- client_id
- Zoho API console client id of the server-based client
- client_secret
- Client secret from the same Zoho API console client
- refresh_token
- OAuth refresh token with scopes Desk.tickets.ALL, Desk.basic.READ, Desk.departments.READ, Desk.search.READ
- org_id
- Numeric Zoho Desk orgId header sent on every Desk call
- department_id
- Numeric Zoho Desk Department id - leave blank on the MSP master, set it on each tenant connection for per-department isolation
- data_center
- Optional data center short code (us, eu, in, au, jp, ca, sa, cn, sg, ae) or official desk host - defaults to US
Requirements
- •A Zoho Desk organization with a server-based OAuth client and a refresh token carrying the Desk.tickets/basic/departments/search scopes
- •The numeric orgId matching the bound portal
- •On a tenant-scoped connection, ticket search and department roster/create stay on the MSP master - they are refused on a scoped child
- •For MSPs, the integration deploys as a global app with per-tenant Department scoping via department_id
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See Dex run Zoho Desk
Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.