Zoho Desk
This connector will interact with the Zoho API to allow Swimlane access to Create, Read and Update Zoho Tickets.
Prerequisites
The Zoho Desk Connector asset requires an URL, Client ID, Client Secret and Refresh Token to interact with the API.
Capabilities
The Zoho Desk connector has the following capabilities:
- Create a Ticket
- Get a Ticket
- Update a Ticket
Task Setup
Create Ticket
You can get a department ID by going to this link and clicking on the department you want. In the URL address bar, the number at the end of the URL is the department ID
Reference Documentation
Please see the following link for any support regarding API functionality: https://accounts.zoho.com/developerconsole https://desk.zoho.com/DeskAPIDocument#Introduction
Configurations
Oauth 2.0 Client Credentials
Authenticates using oauth 2.0 client credentials
Configuration Parameters
Parameter | Description | Type | Required |
|---|---|---|---|
url | A URL to the target host. | string | Required |
redirect_uri | Redirect URI. | string | Required |
client_id | The Client ID Provided in the Developer Portal. https://accounts.zoho.com/developerconsole. | string | Required |
client_secret | The Client Secret Provided in the Developer Portal. | string | Required |
org_id | View an HTTP request in the browser or use the organizations API endpoint https://desk.zoho.com/api/v1/organizations. Defaults to first ID from API. | string | Optional |
code | Grant token. | string | Optional |
verify_ssl | Verify SSL certificate | boolean | Optional |
http_proxy | A proxy to route requests through. | string | Optional |
Actions
Create a Ticket
It creates a ticket in your helpdesk.
Endpoint
- URL: /api/v1/tickets
- Method: POST
Input
Argument Name | Type | Required | Description |
|---|---|---|---|
entitySkills | array | Optional | Parameter for Create a Ticket |
subCategory | string | Optional | Parameter for Create a Ticket |
cf | object | Optional | Parameter for Create a Ticket |
cf.cf_permanentaddress | object | Optional | Parameter for Create a Ticket |
cf.cf_dateofpurchase | object | Optional | Parameter for Create a Ticket |
cf.cf_phone | object | Optional | Parameter for Create a Ticket |
cf.cf_numberofitems | object | Optional | Parameter for Create a Ticket |
cf.cf_url | object | Optional | URL endpoint for the request |
cf.cf_secondaryemail | object | Optional | Parameter for Create a Ticket |
cf.cf_severitypercentage | string | Optional | Type of the resource |
cf.cf_modelname | string | Optional | Name of the resource |
productId | string | Optional | Unique identifier |
contactId | string | Optional | Unique identifier |
subject | string | Optional | Parameter for Create a Ticket |
departmentId | string | Optional | Unique identifier |
contact | string | Optional | Parameter for Create a Ticket |
uploads | array | Optional | Parameter for Create a Ticket |
resolution | string | Optional | Parameter for Create a Ticket |
dueDate | string | Optional | Date value |
channel | string | Optional | Parameter for Create a Ticket |
description | string | Optional | Parameter for Create a Ticket |
language | string | Optional | Parameter for Create a Ticket |
priority | string | Optional | Parameter for Create a Ticket |
classification | string | Optional | Parameter for Create a Ticket |
responseDueDate | string | Optional | Date value |
Input Example
{"json_body":{"entitySkills":["18921000000379001","18921000000364001","18921000000379055","18921000000379031"],"subCategory":"Sub General","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":"","contactId":"1892000000042032","subject":"Real Time analysis Requirement","departmentId":"1992000000056007","contact":"","uploads":["uploads"],"resolution":"resolution","dueDate":"2016-06-21T16:16:16.000Z","channel":"FORUMS","description":"Sample Ticket","language":"English","priority":"Low","classification":"","responseDueDate":"","webUrl":"","teamId":"292000000056007","assigneeId":"1892000000056007","phone":"1 888 900 9646","category":"general","secondaryContacts":["secondaryContacts"],"email":"[email protected]","status":"Open"}}
Output
Parameter | Type | Description |
|---|---|---|
status_code | number | HTTP status code of the response |
reason | string | Response reason phrase |
entitySkills | array | Output field: entitySkills |
modifiedTime | string | Time value |
ticketNumber | string | Output field: ticketNumber |
subCategory | string | Output field: subCategory |
statusType | string | Type of the resource |
subject | string | Output field: subject |
dueDate | string | Date value |
departmentId | string | Unique identifier |
channel | string | Output field: channel |
onholdTime | object | Time value |
description | string | Output field: description |
language | string | Output field: language |
source | object | Output field: source |
source.appName | object | Name of the resource |
source.extId | object | Unique identifier |
source.type | string | Type of the resource |
source.permalink | object | Output field: source.permalink |
source.appPhotoURL | object | URL endpoint for the request |
resolution | object | Output field: resolution |
sharedDepartments | array | Output field: sharedDepartments |
sharedDepartments.file_name | string | Name of the resource |
sharedDepartments.file | string | Output field: sharedDepartments.file |
closedTime | object | Time value |
Output Example
{"status_code":200,"response_headers":{"content-length":"140","content-type":"application/json","Date":"Thu, 23 Nov 2023 20:37:23 GMT"},"reason":"OK","json_body":{"entitySkills":["18921000000379001","18921000000364001","18921000000379055"],"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...
Get a Ticket
It fetches a single ticket from your helpdesk.
Endpoint
- URL: /api/v1/tickets/{{ticket_id}}
- Method: GET
Input
Argument Name | Type | Required | Description |
|---|---|---|---|
path_parameters.ticket_id | string | Required | Parameters for the Get a Ticket action |
parameters.include | string | Optional | Parameters for the Get a Ticket action |
Input Example
{"parameters":{"include":"contacts,products,assignee,departments,team"},"path_parameters":{"ticket_id":"1892000000143237"}}
Output
Parameter | Type | Description |
|---|---|---|
status_code | number | HTTP status code of the response |
reason | string | Response reason phrase |
modifiedTime | string | Time value |
subCategory | string | Output field: subCategory |
statusType | string | Type of the resource |
subject | string | Output field: subject |
dueDate | string | Date value |
departmentId | string | Unique identifier |
channel | string | Output field: channel |
onholdTime | object | Time value |
language | string | Output field: language |
source | object | Output field: source |
source.appName | object | Name of the resource |
source.extId | object | Unique identifier |
source.type | string | Type of the resource |
source.permalink | object | Output field: source.permalink |
source.appPhotoURL | object | URL endpoint for the request |
resolution | object | Output field: resolution |
sharedDepartments | array | Output field: sharedDepartments |
sharedDepartments.name | string | Name of the resource |
sharedDepartments.id | string | Unique identifier |
sharedDepartments.type | string | Type of the resource |
closedTime | object | Time value |
sharedCount | string | Count value |
approvalCount | string | Count value |
Output Example
{"status_code":200,"response_headers":{"content-length":"140","content-type":"application/json","Date":"Thu, 23 Nov 2023 20:37:23 GMT"},"reason":"OK","json_body":{"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 hig...","dueDate":"2016-06-21T16:16:16.000Z","departmentId":"1892000000006907","channel":"FORUMS","onholdTime":null,"language":"English","source":{"appName":nu...
Update a ticket
It updates an existing ticket.
Endpoint
- URL: /api/v1/tickets/{{ticket_id}}
- Method: PATCH
Input
Argument Name | Type | Required | Description |
|---|---|---|---|
path_parameters.ticket_id | string | Required | Parameters for the Update a ticket action |
parameters.disableClosureNotification | boolean | Optional | Parameters for the Update a ticket action |
entitySkills | array | Optional | Parameter for Update a ticket |
subCategory | string | Optional | Parameter for Update a ticket |
cf | object | Optional | Parameter for Update a ticket |
cf.cf_permanentaddress | object | Optional | Parameter for Update a ticket |
cf.cf_dateofpurchase | object | Optional | Parameter for Update a ticket |
cf.cf_phone | object | Optional | Parameter for Update a ticket |
cf.cf_numberofitems | object | Optional | Parameter for Update a ticket |
cf.cf_url | object | Optional | URL endpoint for the request |
cf.cf_secondaryemail | object | Optional | Parameter for Update a ticket |
cf.cf_severitypercentage | string | Optional | Type of the resource |
cf.cf_modelname | string | Optional | Name of the resource |
productId | string | Optional | Unique identifier |
contactId | string | Optional | Unique identifier |
subject | string | Optional | Parameter for Update a ticket |
departmentId | string | Optional | Unique identifier |
contact | string | Optional | Parameter for Update a ticket |
uploads | array | Optional | Parameter for Update a ticket |
resolution | string | Optional | Parameter for Update a ticket |
dueDate | string | Optional | Date value |
channel | string | Optional | Parameter for Update a ticket |
description | string | Optional | Parameter for Update a ticket |
language | string | Optional | Parameter for Update a ticket |
priority | string | Optional | Parameter for Update a ticket |
Input Example
{"parameters":{"disableClosureNotification":true},"json_body":{"entitySkills":["18921000000379001","18921000000364001","18921000000379055","18921000000379031"],"subCategory":"Sub General","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":"","contactId":"1892000000042032","subject":"Real Time analysis Requirement","departmentId":"1992000000056007","contact":"","uploads":["uploads"],"resolution":"resolution","dueDate":"2016-06-21T16:16:16.000Z","channel":"FORUMS","description":"Sample Ticket","language":"English","priority":"Low","classification":"","responseDueDate":"","webUrl":"","teamId":"292000000056007","assigneeId":"1892000000056007","phone":"1 888 900 9646","category":"general","secondaryContacts":["secondaryContacts"],"email":"[email protected]","status":"Open"},"path_parameters":{"ticket_id":"1892000000143237"}}
Output
Parameter | Type | Description |
|---|---|---|
status_code | number | HTTP status code of the response |
reason | string | Response reason phrase |
entitySkills | array | Output field: entitySkills |
modifiedTime | string | Time value |
ticketNumber | string | Output field: ticketNumber |
subCategory | string | Output field: subCategory |
statusType | string | Type of the resource |
subject | string | Output field: subject |
dueDate | string | Date value |
departmentId | string | Unique identifier |
channel | string | Output field: channel |
onholdTime | object | Time value |
description | string | Output field: description |
language | string | Output field: language |
source | object | Output field: source |
source.appName | object | Name of the resource |
source.extId | object | Unique identifier |
source.type | string | Type of the resource |
source.permalink | object | Output field: source.permalink |
source.appPhotoURL | object | URL endpoint for the request |
resolution | object | Output field: resolution |
sharedDepartments | array | Output field: sharedDepartments |
sharedDepartments.file_name | string | Name of the resource |
sharedDepartments.file | string | Output field: sharedDepartments.file |
closedTime | object | Time value |
Output Example
{"status_code":200,"response_headers":{"content-length":"140","content-type":"application/json","Date":"Thu, 23 Nov 2023 20:37:23 GMT"},"reason":"OK","json_body":{"entitySkills":["18921000000379001","18921000000364001","18921000000379055"],"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":nul...
Response Headers
Header | Description | Example |
|---|---|---|
content-length | The length of the response body in bytes | 140 |
content-type | The media type of the resource | application/json |
Date | The date and time at which the message was originated | Thu, 23 Nov 2023 20:37:23 GMT |