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
FREEPROFESSIONALENTERPRISEThis 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" : "admin@zylker.com"
} ]
}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.
Each Zoho Desk edition provides a default number of API calls. The default number is enforced daily and applies to the entire org irrespective of factors such as the number of IP addresses used to make the call. This limitation protects the service from overload while ensuring equitable resource sharing in the multitenant environment.
| Edition | Maximum API Calls |
|---|---|
| Free Edition | 15,000 |
| Standard Edition | 200,000 |
| Professional Edition | 500,000 |
| Enterprise Edition | 1,000,000 |
Note:1) The 24-hour window commences from 00:00 to 23:59:59 and follows the timezone of your data center.
2) Administrators will receive notification emails when their account exhausts 80% and 90% of the above API limits.
In addition to the above API limits, Zoho Desk also uses a Concurrency system to calculate API Limits based on the number of concurrent calls made per API client(used to generate OAuth token) per org in Zoho Desk. These concurrency limits specify the maximum number of API calls that can be simultaneously active at a given point of time per API client per org.
| Edition | Concurrency Limits per API Client/Org |
|---|---|
| Free Edition | 5 |
| Standard Edition | 10 |
| Professional Edition | 15 |
| Enterprise Edition | 25 |
API Rate Limit Response Headers
X-Rate-Limit-Remaining: To view the number of API requests left for the current 24 hour rate-limit window.
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" : "$", "logoURL" : "http://static.zohocdn.com/desk/app/images/portalLogo.de847024ebc0131731a3.png", "isDefault" : "false", "phoneNumber" : "9884358081", "portalURL" : "http://support.zylker.com/support/zylker/ShowHomePage.do", "primaryContact" : "steve@zylker.com", "currencyCode" : "USD", "isSandboxPortal" : "false" }
This API fetches the details of an organization from your help desk.
boolean
optional,Key that denotes if the customDomain field must be included in the API response
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"country" : "United States",
"city" : "Bernierview",
"companyName" : "Zylker INC.",
"description" : "We are Zylker Support.",
"edition" : "ENTERPRISE",
"employeeCount" : "10",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8",
"portalName" : "zylker",
"street" : "70961 Powlowski Crossing",
"currencyLocale" : "US",
"alias" : "Zylker Teams",
"id" : "3981311",
"state" : "NC",
"isPayloadEncryptionEnabled" : "false",
"fax" : "8392839821",
"zip" : "68838-2640",
"website" : "www.zylker.com",
"mobile" : "9848022338",
"currencySymbol" : "$",
"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" : "steve@zylker.com",
"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" : "$",
"logoURL" : "https://desk.zoho.com/api/v1/organizations/3981311/logo?no-cache=ffc59c3ba6585c12fb306f5174948ff6",
"isDefault" : "false",
"phoneNumber" : "9884358081",
"portalURL" : "http://support.zylker.com/support/zylker/ShowHomePage.do",
"primaryContact" : "steve@zylker.com",
"currencyCode" : "USD",
"isSandboxPortal" : "false"
}, {
"country" : "United States",
"city" : "Port Cierra",
"companyName" : "Nshlerin LLC.",
"description" : "We are Nshlerin Support.",
"edition" : "PROFESSIONAL",
"employeeCount" : "20",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/5988319/favicon?no-cache=b31a9627de49fge046fcab71sf3359eq",
"portalName" : "nshlerin",
"street" : "269 Adam Flats",
"currencyLocale" : "US",
"alias" : "Nshlerinians",
"id" : "5988319",
"state" : "Port Cierra",
"isPayloadEncryptionEnabled" : "false",
"fax" : "987654321",
"zip" : "33560-8932",
"website" : "www.nshlerin.com",
"mobile" : "987654321",
"currencySymbol" : "$",
"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" : "kelvin@zylker.com",
"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" : "steve@zylker.com",
"currencyCode" : "USD",
"isSandboxPortal" : "false"
} ]
}
This APIÂ updates the details of an organization.
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" : "kelvin@zylker.com",
"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
Content-Type:multipart/form-data
Image file of the logo.The maximum file size allowed is 2 MB.
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.
Content-Type:multipart/form-data
Image file of the favicon.The maximum file size allowed is 2 MB.
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.
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.
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.
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" : "case@zylker.com", "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.
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" : "case@zylker.com",
"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.
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. Values allowed 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, Values allowed 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. 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" : "",
"timeZone" : "Asia/Kolkata",
"emailId" : "case@zylker.com",
"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",
"roleId" : "1892000000056899",
"langCode" : "en_US",
"mobile" : "",
"timeZone" : "Asia/Kolkata",
"emailId" : "jade@zylker.com",
"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",
"roleId" : "1892000000056004",
"langCode" : "en_US",
"mobile" : "",
"timeZone" : "Asia/Kolkata",
"emailId" : "john@zylker.com",
"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",
"roleId" : "1892000000056004",
"langCode" : "ja_JP",
"mobile" : "",
"timeZone" : "Asia/Tokyo",
"emailId" : "stephen@zylker.com",
"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
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.
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" : "case@zylker.com",
"id" : "1892000000056007",
"zuid" : "437793"
}, {
"firstName" : "",
"lastName" : "jade",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000042001/photo?orgId=3981311",
"roleId" : "7000000012324",
"profileId" : "7000000012339",
"emailId" : "jade@zylker.com",
"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" : "stephen@zylker.com",
"id" : "1892000000888059",
"zuid" : "91723912"
} ]
}
This API fetches details of the currently logged in agent.
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" : "emardtorrey@zylker.com",
"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.
Note: To activate agents in CRMPlus and ZohoOne, first generate an authtoken through this URL: https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoSupport/supportapi,ZohoDirectory/directoryapi
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.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API sends reinvitation mails to unconfirmed agents.
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:
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" : "marisol51@zylker.com",
"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.
Note: To update details of agents in CRMPlus and ZohoOne, first generate an authtoken through this URL: https://accounts.zoho.com/apiauthtoken/create?SCOPE=ZohoSupport/supportapi,ZohoDirectory/directoryapi
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" : "marisol51@zylker.com",
"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.
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.
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.
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
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
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.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API fetches the preferences of the currently logged in agent.
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.
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
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
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
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.
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" : "case@zylker.com",
"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.
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.
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" : {
"view" : false,
"edit" : false,
"create" : false,
"delete" : false,
"export" : false
},
"tickets" : {
"mergeTickets" : false,
"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" : {
"view" : false,
"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,
"viewInvoice" : false,
"createInvoice" : false,
"sendEstimate" : false,
"viewEstimate" : false
},
"accounts" : {
"view" : false,
"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.
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.
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.
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.
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.
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.
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.
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.
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" : "john@zylker.com",
"id" : "7000000013328",
"zuid" : "437793"
}, {
"firstName" : "Steve",
"lastName" : "Kyle",
"photoURL" : null,
"roleId" : "7000000012324",
"profileId" : "6000000011303",
"emailId" : "kyle@zylker.com",
"id" : "7000000012958",
"zuid" : "5625416"
} ]
}
This API fetches the different permissions configured for the light agent profile.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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" : "john@zylker.com",
"id" : "7000000013328",
"zuid" : "437793"
}, {
"firstName" : "Steve",
"lastName" : "Kyle",
"photoURL" : null,
"roleId" : "7000000012324",
"profileId" : "7000000012339",
"emailId" : "kyle@zylker.com",
"id" : "7000000012958",
"zuid" : "5625416"
} ]
}
This API lists the other teams that can be added as sub-teams to the current team.
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.
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.
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.
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
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.
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.
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" : "case@zylker.com",
"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" : "jade@zylker.com",
"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" : "john@zylker.com",
"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" : "stephen@zylker.com",
"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.
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.
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.
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.
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.
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.
Long
requiredAgents 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.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API associates agents to a department.
list
requiredIds of Agents
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API dissociates agents from a department.
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.
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.
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.
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
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
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, "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" : "carol@zylker.com", "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" : "carol@zylker.com", "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" : "jack@zylker.com" }, "isSpam" : false, "category" : "general", "status" : "Open" }
This API fetches a single ticket from your helpdesk.
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,
"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" : "carol@zylker.com",
"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" : "jack@zylker.com"
},
"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" : "carol@zylker.com",
"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.
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" : "carol@zylker.com",
"account" : {
"website" : null,
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "1892000000042034",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "carol@zylker.com",
"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" : "jack@zylker.com"
},
"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" : "casie@zylker.com",
"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" : "casie@zylker.com",
"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" : "jack@zylker.com"
},
"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" : "casie@zylker.com",
"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" : "casie@zylker.com",
"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" : "jack@zylker.com"
},
"category" : null,
"status" : "Custom On Hold"
} ]
}
This API gets the archived tickets list in given department.
integer
optionalIndex 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" : "carol@zylker.com",
"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.
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" : "carol@zylker.com",
"account" : {
"website" : null,
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2013-11-04T11:21:07.000Z",
"id" : "1892000000042034",
"email" : "carol@zylker.com",
"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" : "jack@zylker.com"
},
"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" : "casie@zylker.com",
"account" : {
"website" : "www.zylker.com",
"accountName" : "Zylker sAccount",
"id" : "1892000000980421"
}
},
"createdTime" : "2014-03-06T09:49:50.000Z",
"id" : "1892000000094004",
"email" : "casie@zylker.com",
"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" : "jack@zylker.com"
},
"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" : "casie@zylker.com",
"account" : {
"website" : "www.zylker.com",
"accountName" : "Zylker Account",
"id" : "1892000000980421"
}
},
"createdTime" : "2014-03-21T09:16:03.000Z",
"id" : "1892000000137057",
"email" : "casie@zylker.com",
"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" : "jack@zylker.com"
},
"category" : null,
"status" : "Open"
} ]
}
This API creates a ticket in your helpdesk.
string
required,Subject of the ticket
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
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,
"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" : "carol@zylker.com",
"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.
boolean
optionalKey that enables or disables sending notifications to the corresponding contact when a ticket is closed
string
optional,Subject of the ticket
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
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,
"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" : "carol@zylker.com",
"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
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
list
requiredIDs of the spam tickets
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.
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,
"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" : "carol@zylker.com",
"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.
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.
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,
"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" : "carol@zylker.com",
"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.
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.
list
requiredIDs of tickets to close
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API marks a ticket as read by the user.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API marks a ticket as unread by the user.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
204
This API marks tickets as spam.
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.
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.
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.
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" : "aathavan@zylker.com"
}, {
"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.
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" : "carol@zylker.com"
},
"content" : "test resolution API"
}
This API fetches the resolution history of a ticket
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" : "carol@zylker.com"
},
"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" : "carol@zylker.com"
},
"content" : "add ticket resolution"
} ]
}
This API updates the resolution field of a ticket.
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" : "pandeeswaran@zylker.com"
},
"content" : "test resolution API"
}
This API deletes a resolution added to a ticket.
OAuth Scope
Desk.tickets.DELETE
Request Example
Response Example
204
This API fetches details related to the response and resolution times of a ticket.
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.
OAuth Scope
Desk.tickets.DELETE
Request Example
Response Example
202
This API assigns tickets to agents according to their designated skills and routing preferences.
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" : "alex@zylker.com",
"id" : "1000000000059",
"type" : "AGENT",
"email" : "alex@zylker.com",
"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.
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.
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",
"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",
"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",
"translationId" : "4000000017294",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersion" : "1.0",
"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" : "jade@zylker.com" }, "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.
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" : "jade12tywin@zylker.com"
},
"fullContentURL" : "https://desk.zoho.com/api/v1/tickets/1892000000093205/threads/1892000001083008/fullContent",
"isForward" : false,
"hasAttach" : true,
"replyTo" : "jhonwin@zylker.com",
"attachmentCount" : "1",
"to" : "techsupport@zylker.com",
"fromEmailAddress" : "jade12tywin@zylker.com",
"actions" : [ ],
"status" : "SUCCESS"
}
This API get the orginal mail content including mail headers
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" : "<abc@zylker.com>",
"subject" : "Testing Mail Service",
"messageId" : "<17882df63bf.b181c6c3583.8110594270247400030@zylker.com>",
"from" : "ReplyTo <abc@zylker.com>",
"to" : "\"support\" <support@zylker.com>",
"content" : "Delivered-To: support@zylker.com\nReturn-Path: <abc@zylker.com>\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 <abc@zylker.com>\nReply-To: abc@zylker.com\nTo: \"support\" <support@zylker.com>\nMessage-Id: <17882df63bf.b181c6c3583.8110594270247400030@zylker.com>\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: <17882df63bf.b181c6c3583.8110594270247400030@zylker.com>+zmo_0_abc@zylker.com\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.
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" : "jade12tywin@zylker.com"
},
"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" : "jhonwin@zylker.com",
"createdTime" : "2016-06-02T18:17:55.000Z",
"to" : "techsupport@zylker.com",
"id" : "1892000001083008",
"fromEmailAddress" : "jade12tywin@zylker.com",
"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.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API lists all threads in your helpdesk.
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" : "jade12tywin@zylker.com"
},
"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" : "jade12tywin@zylker.com",
"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" : "jade12tywin@zylker.com"
},
"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" : "carol@zylker.com",
"fromEmailAddress" : "techsupport@zylker.com",
"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" : "jade12tywin@zylker.com"
},
"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" : "jade12tywin@zylker.com"
},
"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" : "jade12tywin@zylker.com",
"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.
integer
optional,Index number, starting from which the conversations must 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" : "jade12tywin@zylker.com"
},
"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" : "techsupport@zylker.com",
"actions" : [ ],
"contentType" : "text/html",
"status" : "SUCCESS",
"direction" : "out"
}, {
"summary" : "Any update regarding the issue",
"cc" : "productmanagement@zylker.com",
"isDescriptionThread" : false,
"bcc" : "",
"canReply" : true,
"visibility" : "public",
"author" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : null,
"name" : "Jade Tywin",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
},
"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" : "techsupport@zylker.com",
"fromEmailAddress" : "jade12tywin@zylker.com",
"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" : "jade12tywin@zylker.com"
}
} ]
}
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" : "jade12tywin@zylker.com"
},
"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.
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" : "jade12tywin@zylker.com"
},
"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" : "carol@zylker.com",
"fromEmailAddress" : "techsupport@zylker.com",
"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" : "jade12tywin@zylker.com"
},
"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" : "jade12tywin@zylker.com"
},
"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" : "jade12tywin@zylker.com"
},
"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.
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" : "jade12tywin@zylker.com"
},
"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" : "carol@zylker.com",
"fromEmailAddress" : "techsupport@zylker.com",
"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" : "jade12tywin@zylker.com"
},
"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" : "jade12tywin@zylker.com"
},
"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.
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" : "jade12tywin@zylker.com"
},
"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" : "carol@zylker.com",
"fromEmailAddress" : "techsupport@zylker.com",
"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.
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
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" : "lawrence@zylker.com", "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.
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,
"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" : "lawrence@zylker.com",
"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.
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" : "case@zylker.com"
}, {
"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" : "jade@zylker.com"
} ]
}
This API creates a contact in your help desk portal.
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
OAuth Scope
Desk.contacts.CREATE
Request Example
Response Example
{
"lastName" : "Jack",
"modifiedTime" : "2016-07-26T13:11:02.000Z",
"country" : "USA",
"secondaryEmail" : "hughjack@zylker.com",
"city" : "Texas",
"description" : "first priority contact",
"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" : "jack@zylker.com",
"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.
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
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"lastName" : "john",
"modifiedTime" : "2016-07-26T13:11:02.000Z",
"country" : "USA",
"secondaryEmail" : "stephen@zylker.com",
"city" : "Texas",
"description" : "first priority contact",
"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" : "stephent@zylker.com",
"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.
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
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.
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.
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.
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" : "case@zylker.com"
}, {
"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" : "jade@zylker.com"
} ]
}
This API lists tickets received from a specific contact.
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" : "support@zylker.com",
"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" : "jack@zylker.com"
},
"status" : "Open"
} ]
}
This API lists products associated for a specific contact.
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
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.
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.
list
requiredArray containing the IDs of the contacts to merge
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,
"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" : "lawrence@zylker.com",
"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.
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.
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.
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" : "saranraj@zylker.com"
},
"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" : "saranraj@zylker.com"
},
"dueDate" : null,
"departmentId" : "4000000013701",
"priority" : null,
"recipients" : [ "ragavan@zylker.com", "kannan@zylker.com", "thamizharasi@zylker.com" ],
"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.
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.
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.
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.
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.
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" : "admin@zylker.com"
} ]
}
This API associates multiple accounts with a particular contact.
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.
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.
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.
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.
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" : "support@zylker.com" }
This API fetches an account from your help desk portal.
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" : "support@zylker.com",
"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.Â
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" : "admin@zylker.com"
}, {
"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" : "agent@zylker.com"
} ]
}
This API creates an account in your help desk portal.
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.
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.
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
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.
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
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
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" : "support@zylker.com"
} ]
}
This API lists tickets received from a specific account.
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" : "carol@zylker.com",
"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" : "support@zylker.com",
"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" : "jack@zylker.com"
},
"status" : "Open"
} ]
}
This API lists products associated for a specific account.
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.
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" : "support@zylker.com"
}
This API associates products with an account. Only a maximum of 10 products can be associated with an account through a single API request.
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.
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.
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" : "saranraj@zylker.com"
},
"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" : "saranraj@zylker.com"
},
"dueDate" : null,
"departmentId" : "4000000013758",
"priority" : null,
"recipients" : [ "ragavan@zylker.com", "kannan@zylker.com", "thamizharasi@zylker.com" ],
"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.
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.
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.Â
boolean
requiredKey that specifies if the SLA must be associated with the account or not. true is for associating and false is for dissociating.
OAuth Scope
Desk.contacts.CREATE
Request Example
Response Example
204
Account-Contact mapping refers to the connection between a contact and the different accounts they are associated with.
Example
{ "mappingId" : "4000000023057", "accountId" : "4000000022101", "contactId" : "4000000020714", "mappingType" : "PRIMARY", "isAccountTicketsViewable" : true }
This API updates the details of an account-contact mapping.
Boolean
optionalKey that specifies whether the contact can access all tickets related to the account
String
optionalType of mapping connection between the contact and the account. Value allowed is PRIMARY, which sets the account as the primary account of the contact.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"mappingId" : "4000000023057",
"accountId" : "4000000022101",
"contactId" : "4000000020714",
"mappingType" : "PRIMARY",
"isAccountTicketsViewable" : false
}
Tasks are work activities assigned to agents. It is not mandatory for tasks to be related to only ticket resolution.
long
ID of the task
deprecated
list
User-defined fields related to the task
string
Subject of the task
timestamp
Due date for completing the task
long
ID of the user to whom the task is assigned
string
Category of the task
string
Status of task completion
string
Priority of the task
string
Description of the task
timestamp
Time when the task was created
timestamp
Time when the task was modified
string
ID of the user who created the task
Ticket
Ticket associated with the task
long
ID of the contact associated with the task
Example
{ "modifiedTime" : "2016-07-26T17:32:11.000Z", "cf" : { }, "reminder" : [ { "alertType" : [ "EMAIL" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T10:32:11.000Z" }, { "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T16:32:11.000Z" }, { "relativeReminderInMin" : "10", "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "RELATIVE" } ], "subject" : "New Task", "completedTime" : null, "departmentId" : "3000000007043", "dueDate" : "2016-07-29T16:16:16.000Z", "creatorId" : "3000000008692", "description" : null, "ownerId" : null, "priority" : "Normal", "createdTime" : "2016-07-26T17:32:11.000Z", "modifiedBy" : { "firstName" : "George", "lastName" : "McKinson", "photoURL" : null, "id" : "5000000015911" }, "id" : "3000000018001", "isSpam" : false, "category" : null, "ticketId" : "3000000008753", "status" : "Not Started" }
This API fetches a task from your help desk portal.
string
optional,Additional information related to the task. Values allowed are: contacts, assignee,tickets,teams,creator.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"modifiedTime" : "2019-04-08T07:26:26.000Z",
"subject" : "New gadget replacement with latest OS",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : "2019-04-25T16:52:11.000Z",
"creatorId" : "5000000015911",
"description" : "Latest OS Version 32.9.4 ",
"ownerId" : "5000000015911",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false
},
"createdTime" : "2019-04-08T07:26:26.000Z",
"modifiedBy" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "5000000074002",
"creator" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"emailId" : "zylker@zylker.com",
"id" : "5000000015911"
},
"cf" : { },
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3691000006805021",
"id" : "5000000016294",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"reminder" : [ {
"alertType" : [ "EMAIL", "SMS", "POPUP" ],
"reminderType" : "ABSOLUTE",
"reminderTime" : "2019-04-24T04:52:13.000Z"
} ],
"contactId" : "5000000016252",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"priority" : "High",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/9d4883f2d94d59e4d4dad33a9adf3649",
"teamId" : "3691000006805021",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"ticketId" : "5000000016294",
"status" : "Deferred"
}
This API fetches a particular number of tasks, based on the limit specified.
string
optional,Additional information related to the task. Values allowed are: contacts, assignee,tickets,teams,projects.
integer
optionalIndex number, starting from which the tasks must be fetched
integer
optional,Number of tasks to list
long
optionalID of the department from which the tasks must be fetched
long
optionalKey that filters tickets by assignee. Values allowed are any valid assignee ID or multiple assignee IDs separated by commas.
string
optional,Due date for completing the task. Values allowed are Overdue, Tomorrow, CurrentWeek, CurrentMonth and Today.You can pass multiple values by separating them with commas.
boolean
optionalKey that denotes whether the task is completed or not
string
optional,Key that sorts the tasks by a specific attribute: dueDate or createdTime.The default sorting order is ascending. A - prefix denotes a descending order of sorting.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"ticket" : null,
"contactId" : null,
"subject" : "Iphone charger replacement",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : null,
"ownerId" : "5000000067003",
"priority" : "Normal",
"isCommented" : false,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/d4c0a5dce55dcf20279262cd8594cd0d",
"contact" : null,
"createdTime" : "2019-04-30T14:21:50.000Z",
"startTime" : "1970-01-01T00:00:00.000Z",
"id" : "5000000209940",
"assignee" : {
"firstName" : "George",
"lastName" : "36",
"photoURL" : null,
"id" : "5000000067003"
},
"isSpam" : false,
"category" : null,
"activityType" : "Tasks",
"ticketId" : null,
"status" : "Not Started",
"direction" : "inbound"
}, {
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"contactId" : null,
"subject" : "Tempered glass replacement",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : "2019-04-25T16:52:11.000Z",
"creatorId" : "5000000015911",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"ownerId" : "5000000015911",
"priority" : "High",
"isCommented" : false,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/9d4883f2d94d59e46474bbeb6432292e",
"teamId" : "3691000006805021",
"contact" : null,
"createdTime" : "2019-04-09T04:37:26.000Z",
"startTime" : "2019-04-25T16:52:11.000Z",
"id" : "5000000075033",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"activityType" : "Tasks",
"ticketId" : "5000000016294",
"status" : "Deferred12546",
"direction" : "inbound"
} ]
}
This API creates a task in your help desk portal.
deprecatedlist
optionalUser-defined fields related to the task
list
optionalUser-defined fields related to the task
string
required,Subject of the task
timestamp
optionalDue date for completing the task
long
optionalID of the user to whom the task is assigned
string
optional,Category of the task
string
optional,Status of task completion
string
optional,Priority of the task
string
optional,Description of the task
long
optionalID of the contact associated with the task
JSONArray
optionalDetails of the reminder set for the task
OAuth Scope
Desk.activities.CREATE
, Desk.activities.tasks.CREATE
,
Desk.tasks.CREATE
Request Example
Response Example
{
"modifiedTime" : "2016-07-14T09:14:41.000Z",
"cf" : { },
"subject" : "Bug Fix #120",
"departmentId" : "3000000007043",
"dueDate" : "2016-07-21T16:16:16.000Z",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "High",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/51123033fe97b2f886f750280ded9c40",
"createdTime" : "2016-07-14T08:27:26.000Z",
"modifiedBy" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "3000000054002",
"isSpam" : false,
"category" : "null",
"ticketId" : "3000000008753",
"status" : "In Progress"
}
This API helps update the details of a task.
deprecatedlist
optionalUser-defined fields related to the task
list
optionalUser-defined fields related to the task
string
optional,Subject of the task
timestamp
optionalDue date for completing the task
long
optionalID of the user to whom the task is assigned
string
optional,Category of the task
string
optional,Status of task completion
string
optional,Priority of the task
string
optional,Description of the task
long
optionalID of the contact associated with the task
JSONArray
optionalDetails of the reminder set for the task
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2016-07-14T09:14:41.000Z",
"cf" : { },
"subject" : "Bug Fix #120",
"departmentId" : "3000000007043",
"dueDate" : "2016-07-21T16:16:16.000Z",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "High",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/51123033fe97b2f886f750280ded9c40",
"createdTime" : "2016-07-14T08:27:26.000Z",
"id" : "3000000054002",
"isSpam" : false,
"category" : "null",
"ticketId" : "3000000008753",
"status" : "In Progress"
}
This API moves task entries to the Recycle Bin of your help desk portal.
list
requiredIDs of the activities to delete
OAuth Scope
Desk.activities.DELETE
, Desk.activities.tasks.DELETE
,
Desk.tasks.DELETE
Request Example
Response Example
204
This API deletes the given spam tasks
list
requiredIDs of the spam tasks
OAuth Scope
Desk.activities.DELETE , Desk.activities.tasks.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000012307",
"errors" : null
}, {
"success" : false,
"id" : "1892000000012308",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422",
"errorJson" : { }
}
} ]
}
This API lists all tasks associated with a particular ticket.
integer
optionalIndex number, starting from which the tasks must be fetched
boolean
optionalKey that denotes whether the task is completed or not
boolean
optionalKey that denotes whether to fetch spam tasks or not
integer
optional,Number of tasks to list
string
optional,Key that sorts the tasks by a specific attribute: dueDate or createdTime.The default sorting order is ascending. A - prefix denotes a descending order of sorting.
string
optional,Additional information related to the task. Values allowed are: contacts, assignee,tickets,teams,projects.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tickets.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"subject" : "New gadget replacement with latest OS",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : "2019-04-25T16:52:11.000Z",
"creatorId" : "5000000015911",
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e4d4dad33a9adf3649",
"isCommented" : false,
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false,
"secId" : "9d4883f2d94d59e42b7cc45393ad8ff8"
},
"createdTime" : "2019-04-08T07:26:26.000Z",
"startTime" : "2019-04-25T16:52:11.000Z",
"id" : "5000000074002",
"direction" : "inbound",
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"contactId" : "5000000016252",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"priority" : "High",
"layoutId" : "5000000013466",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/9d4883f2d94d59e4d4dad33a9adf3649",
"teamId" : "3691000006805021",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"activityType" : "Tasks",
"ticketId" : "5000000016294",
"status" : "Deferred"
}, {
"subject" : "Tempered glass replacement",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : "2019-04-25T16:52:11.000Z",
"creatorId" : "5000000015911",
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e46474bbeb6432292e",
"isCommented" : false,
"contact" : null,
"createdTime" : "2019-04-09T04:37:26.000Z",
"startTime" : "2019-04-25T16:52:11.000Z",
"id" : "5000000075033",
"direction" : "inbound",
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"contactId" : null,
"team" : null,
"priority" : "High",
"layoutId" : "5000000013466",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/9d4883f2d94d59e46474bbeb6432292e",
"teamId" : null,
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"activityType" : "Tasks",
"ticketId" : "5000000016294",
"status" : "Deferred12546"
} ]
}
This API returns the number of tasks in your help desk.
long
requiredID of the view to apply while fetching the resources
long
requiredID of the department from which the task count must be fetched
string
optional,Key that filters tasks by assignee. A valid assigneeId must be passed for this parameter. Multiple assigneeIds can be passed as comma-separated values.
string
optional,Filter by task duedate. Values allowed are Overdue, Tomorrow, CurrentWeek, CurrentMonth and Today. You can include both values by separating them with a comma
OAuth Scope
Desk.tasks.READ
Request Example
Response Example
{
"count" : "10"
}
This API updates multiple tasks at once.
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.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000093303",
"errors" : null
}, {
"success" : true,
"id" : "1892000000085009",
"errors" : null
}, {
"success" : false,
"id" : "1892000000050003",
"errors" : {
"errorMessage" : "Either the field is invalid or the field may be restricted to update",
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API deletes all spam tasks.
OAuth Scope
Desk.activities.DELETE , Desk.activities.tasks.DELETE
Request Example
Response Example
202
Products are the goods/services your organization sells.
long
ID of the product
long
ID of user to whom the product is assigned
string
Name of the product
string
Reference code of the product
string
Category to which the product belongs
string
Organization that manufactures the product
double
Price of the product
deprecated
list
User-defined fields related to the product
long
User who added the product to the help desk portal
long
User who modified the details of the product
timestamp
Time of adding the product to the help desk portal
timestamp
Time of modifying product details
string
Description of the product
Example
{ "unitPrice" : "100.0", "modifiedTime" : "2016-06-27T06:33:19.000Z", "productCode" : "E7450", "createdBy" : "4000000008692", "module" : "products", "createdTime" : "2016-06-27T06:33:19.000Z", "description" : "New Product", "modifiedBy" : "4000000008692", "id" : "4000000013043", "departmentIds" : [ "6000000007239", "6000000029263" ], "productName" : "DELL" }
This API fetches a single product from your helpdesk.
string
optional,Key that fetches secondary information related to the product. Values allowed are: departments and owner. You can pass multiple values by separating them with commas.
OAuth Scope
Desk.products.READ
,
Desk.settings.READ
Request Example
Response Example
{
"owner" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/6000000009050/photo?orgId=581861259",
"firstName" : "Aaron",
"lastName" : "Stone",
"name" : "Aaron Stone",
"id" : "6000000009050"
},
"unitPrice" : "100.0",
"modifiedTime" : "2017-06-28T13:25:06.000Z",
"cf" : { },
"description" : null,
"departmentIds" : [ "6000000009450", "6000000009380", "6000000009230" ],
"ownerId" : "6000000009050",
"layoutId" : "6000000002556",
"productName" : "Dell",
"productCategory" : null,
"productCode" : "12345",
"isDeleted" : false,
"createdBy" : "6000000009050",
"createdTime" : "2017-06-28T13:25:06.000Z",
"modifiedBy" : "6000000009050",
"id" : "6000000124009",
"departments" : [ {
"name" : "Associated Department 1",
"id" : "6000000009450"
}, {
"name" : "Associated Department 2",
"id" : "6000000009380"
}, {
"name" : "Associated Department 3",
"id" : "6000000009230"
} ]
}
This API lists a specific number of products from your help desk portal, based on the limit defined. (Note: The departmentIds key will soon be deprecated and not included in API responses.)
long
optionalID of the view to apply while fetching the products
integer
optionalIndex number, starting from which the products must be fetched
integer
optional,No. of products to fetch
long
optionalID of the department from which the products must be fetched. If you want to list the products configured in all accessible departments, pass the value 0.
long
optionalID of user to whom the product is assigned
string
optional,Sort by a specific attribute : productName, productCode, unitPrice, createdTime or modifiedTime. 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: layoutId. Maximum of 30 fields is supported as comma separated values.
list
optionalSecondary information related to the contact.Value supported is owner.
OAuth Scope
Desk.products.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"unitPrice" : "100.0",
"productCode" : null,
"id" : "6000000121033",
"departmentIds" : [ "6000000007239", "6000000029263" ],
"productName" : "HTC"
}, {
"unitPrice" : "100.0",
"productCode" : null,
"id" : "6000000121037",
"departmentIds" : [ "6000000007239", "6000000029263" ],
"productName" : "Dell"
}, {
"unitPrice" : "100.0",
"productCode" : null,
"id" : "6000000145024",
"departmentIds" : [ "6000000007239", "6000000029263" ],
"productName" : "Lenovo"
} ]
}
This API adds a product to your helpdesk.
long
optionalID of user to whom the product is assigned
string
required,Name of the product
string
optional,Reference code of the product
string
optional,Category to which the product belongs
string
optional,Organization that manufactures the product
double
optionalPrice of the product
deprecatedlist
optionalUser-defined fields related to the product
list
optionalUser-defined fields related to the product
string
optional,Description of the product
OAuth Scope
Desk.products.CREATE
,
Desk.settings.CREATE
Request Example
Response Example
{
"unitPrice" : "100.0",
"modifiedTime" : "2017-07-18T10:46:25.667Z",
"cf" : { },
"description" : null,
"departmentIds" : [ "6000000007239", "6000000029263" ],
"ownerId" : "6000000009050",
"layoutId" : "6000000002556",
"productName" : "Dell",
"productCategory" : null,
"productCode" : "12345",
"isDeleted" : false,
"createdBy" : "6000000009050",
"createdTime" : "2017-07-18T10:46:25.667Z",
"modifiedBy" : "6000000009050",
"id" : "6000000164001"
}
This API lists tickets received from a specific products.
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.tickets.READ
,
Desk.settings.READ
,
Desk.search.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "149",
"sentiment" : "NEGATIVE",
"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" : "support@zylker.com",
"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",
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agent/1892000000042001/photo",
"id" : "1892000000042001",
"email" : "jack@zylker.com"
},
"status" : "Open"
} ]
}
This API updates details of a product in your help desk portal.
long
optionalID of user to whom the product is assigned
string
optional,Name of the product
string
optional,Reference code of the product
string
optional,Category to which the product belongs
string
optional,Organization that manufactures the product
double
optionalPrice of the product
deprecatedlist
optionalUser-defined fields related to the product
list
optionalUser-defined fields related to the product
string
optional,Description of the product
OAuth Scope
Desk.products.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"unitPrice" : "100.0",
"modifiedTime" : "2017-07-18T10:53:40.787Z",
"cf" : { },
"description" : null,
"departmentIds" : [ "6000000029263", "6000000125041" ],
"ownerId" : "6000000009050",
"layoutId" : "6000000002556",
"productName" : "Dell",
"productCategory" : null,
"productCode" : "12345",
"isDeleted" : false,
"createdBy" : "6000000009050",
"createdTime" : "2017-06-28T13:25:06.000Z",
"modifiedBy" : "6000000009050",
"id" : "6000000124009"
}
This API moves products to the Recycle Bin of your help desk portal.
list
requiredIDs of the products you want to delete
OAuth Scope
Desk.products.DELETE
,
Desk.settings.DELETE
Request Example
Response Example
204
This API searches for duplicate records of a product.
integer
optionalIndex number, starting from which the products must be fetched
integer
optional,No. of products to fetch
string
required,Name of the product, used as the keyword for the search
OAuth Scope
Desk.products.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"unitPrice" : "100.0",
"productCode" : null,
"id" : "6000000121033",
"productName" : "Dell"
}, {
"unitPrice" : "100.0",
"productCode" : null,
"id" : "6000000121037",
"productName" : "Dell"
} ]
}
This API associates contacts with a product. Only a maximum of 10 contacts can be associated with a product through a single API request.
list
requiredIDs of the resources to associate
boolean
requiredtrue for associating the resource and false for dissociating the resource
OAuth Scope
Desk.products.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
200
This API associates accounts with a product. Only a maximum of 10 accounts can be associated with a product through a single API request.
list
requiredIDs of the resources to associate
boolean
requiredtrue for associating the resource and false for dissociating the resource
OAuth Scope
Desk.products.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
200
This API lists the accounts associated with a product
int
optionalIndex number starting from which the accounts must be fetched
integer
optional,Number of accounts to fetch
string
optional,Key that sorts the accounts by a specific attribute: accountName or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting
OAuth Scope
Desk.contacts.READ
,
Desk.settings.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"
},
"id" : "1892000000052077",
"email" : "admin@zylker.com"
}, {
"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"
},
"id" : "1892000000052090",
"email" : "agent@zylker.com"
} ]
}
This API lists the contacts associated with a product.
int
optionalIndex number, starting from which the contacts must be listed
integer
optional,Number of contacts to fetch
string
optional,Parameter that sorts contacts by one of these attributes: firstName, lastName, phone, email, account, createdTime, modifiedTime
list
optionalKey that fetches secondary information related to the contact.Value allowed is accounts
boolean
optional,Filters Spam contacts
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "Case",
"secondaryEmail" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000091433",
"firstName" : "Jonathan",
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000772003/photo",
"isAnonymous" : true,
"phone" : "555555",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"zohoCRMContact" : null,
"id" : "1892000000772003",
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "case@zylker.com"
}, {
"lastName" : "Jade",
"secondaryEmail" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000052077",
"firstName" : "Christ",
"photoURL" : null,
"isAnonymous" : true,
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"zohoCRMContact" : {
"id" : "1892000000772030",
"type" : "contacts_leads"
},
"id" : "1892000000772001",
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"email" : "jade@zylker.com"
} ]
}
Help center refers to the central self-service portal through which customers can look for solutions and fix issues by themselves.The help center brings together different help modules, such as your knowledge base, community forum, live chat, and ticket submission form
Example
{ "domains" : [ { "name" : "help.zoho.com", "type" : "PRIMARY" }, { "name" : "forums.zoho.com", "type" : "SECONDARY" } ], "logoLinkBackUrl" : "https://zoho.com/desk", "departmentIds" : [ "24073000002576907", "24073000002577809" ], "isMultilingualEnabled" : true, "logoUrl" : "https://desk.zoho.com/api/v1/helpCenter/24073000002579275/logo/240730000025738740?orgId=2389290", "url" : "https://help.zoho.com/portal", "locales" : [ "en" ], "isDefault" : true, "siteMapUpdatedTime" : "2019-05-30T21:34:01.000Z", "name" : "restapiautomatiion", "favIconUrl" : "https://desk.zoho.com/api/v1/helpCenter/24073000002579275/favIcon/240730000025783905?orgId=2389290", "id" : "59882000000170069", "helpCenterLocales" : [ { "name" : "ZohoCorp Portal", "locale" : "en", "type" : "DEFAULT", "status" : "ACCESIBLE_IN_HELPCENTER" } ], "primaryLocale" : "en_US", "status" : "ACTIVE" }
This API lists the help centers configured in your Zoho Desk portal.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"isDefault" : true,
"name" : "Zoho Cares",
"id" : "24073000002579275",
"departmentIds" : [ "24073000000102043" ],
"isMultilingualEnabled" : true,
"helpCenterLocales" : [ {
"name" : "ZohoCorp Portal",
"locale" : "en",
"type" : "DEFAULT",
"status" : "ACCESIBLE_IN_HELPCENTER"
} ],
"primaryLocale" : "en",
"logoUrl" : "https://static.zohocdn.com/desk/app/images/portalLogo.de847024ebc0131731a3.png",
"url" : "https://help.zoho.com/portal/",
"status" : "ACTIVE"
} ]
}
This API fetches the details of a particular help center.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"domains" : [ {
"name" : "forums.zoho.com",
"type" : "SECONDARY"
}, {
"name" : "help.zoho.com",
"type" : "PRIMARY"
} ],
"logoLinkBackUrl" : "https://www.zoho.com/desk/",
"departmentIds" : [ "24073000000102043" ],
"logoUrl" : "https://static.zohocdn.com/desk/app/images/portalLogo.de847024ebc0131731a3.png",
"url" : "https://help.zoho.com/portal/",
"isDefault" : true,
"siteMapUpdatedTime" : "2019-12-26T08:48:09.000Z",
"name" : "Zoho Cares",
"favIconUrl" : "https://static.zohocdn.com/desk/app/images/support-2.befdbf2e5043b988ef7e.ico",
"id" : "24073000002579275",
"helpCenterLocales" : [ {
"name" : "Zoho Cares",
"locale" : "en",
"type" : "DEFAULT",
"status" : "ACCESIBLE_IN_HELPCENTER"
} ],
"primaryLocale" : "en",
"status" : "ACTIVE"
}
This API will generate sitemaps for the given Helpcenter
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
Users are the end-users of your product/service, who access your help center to find solutions.
long
ID of the user
string
Activation status of the user. Values supported are ACTIVE and DISABLED.
Example
{ "id" : "142456352454", "email" : [ { "emailAddress" : "zylcare@zylker.com", "isVerified" : "true", "isPrimary" : "true" } ] }
This API lists a particular number of help center users, based on the limit defined. It also helps you search for specific users.
int
optional,Index number, starting from which the users must be fetched. The default value is 1.
int
optional,Number of users to list. The default value and the maximum value allowed is 50.
String
optionalSearch keyword to use for finding a particular user. The keyword must contain at least two characters.
String
optional Key that sorts the list of users by a particular attribute: -(email or modifiedTime)
String
optionalActivation status of the users to list
long
optionalID of the help center from which the users must be fetched
string
optional,Additional information related to the user. Value allowed is count.
OAuth Scope
Desk.search.READ
, Desk.contacts.READ
,
Desk.settings.READ
,
Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"lastAccessedTime" : "2021-06-11T06:21:32.000Z",
"photoURL" : "https://desk.zoho.com/portal/api/portalUser/17883000000094001/photo",
"emailAddress" : "carol@zylker.com",
"name" : "Developer",
"id" : "310975130121",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#39B54A",
"textColor" : "#FFFFFF"
},
"name" : "Lock Label",
"id" : "24073000002823026",
"logoUrl" : null
},
"type" : "ENDUSER",
"status" : "ACTIVE"
} ],
"count" : "1"
}
This API fetches the details of a particular help center user.
string
optional,Additional information related to the user. Value allowed is contact.
long
optionalID of the help center from which the user must be fetched
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
,
Desk.basic.READ
Request Example
Response Example
{
"lastAccessedTime" : "2021-06-11T06:21:32.000Z",
"photoURL" : "https://desk.zoho.com/portal/api/portalUser/17883000000094001/photo",
"contactId" : "3313135931139",
"contact" : {
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"name" : "Developer",
"id" : "3313135931139"
},
"name" : "Developer",
"id" : "310975130121",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#39B54A",
"textColor" : "#FFFFFF"
},
"name" : "Lock Label",
"id" : "24073000002823026",
"logoUrl" : null
},
"type" : "ENDUSER",
"email" : [ {
"emailAddress" : "zylcare@zylker.com",
"isVerified" : "false",
"isPrimary" : "true"
} ],
"status" : "ACTIVE"
}
This API helps update the details of a particular help center user.
long
optionalID of the help center from which the user must be updated
list
optionalEmail ID of the user
string
optional,Activation status of the user. Values supported are ACTIVE and DISABLED.
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"lastAccessedTime" : "2021-06-11T06:21:32.000Z",
"photoURL" : "https://desk.zoho.com/portal/api/portalUser/17883000000094001/photo",
"contactId" : "3313135931139",
"name" : "Developer",
"id" : "310975130121",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#39B54A",
"textColor" : "#FFFFFF"
},
"name" : "Lock Label",
"id" : "24073000002823026",
"logoUrl" : null
},
"type" : "ENDUSER",
"email" : [ {
"emailAddress" : "zylcare@zylker.com",
"isVerified" : "false",
"isPrimary" : "true"
} ],
"status" : "ACTIVE"
}
This API permanently deletes all identifying information about a user from your help center.
string
optional,Display name of the user in tickets and community topics after anonymization
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
204
This API lists a particular number of user groups in a help center, based on the limit defined.
int
optional,Index number, starting from which the groups must be fetched. The default value is 1
int
optional,Number of groups to list. The default value and the maximum value allowed is 50
String
optionalSearch keyword to use for finding a particular user. The keyword must contain at least two characters.
String
optionalKey that sorts the list of user groups by a particular attribute: -(addedTime)
long
optionalID of the help center from which the groups must be fetched
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"addedTime" : "2020-04-06T04:50:50.000Z",
"name" : "Zoho CRM Partners",
"id" : "24073000002957057",
"helpCenterId" : "24073000002733221",
"logoUrl" : null,
"status" : "ACTIVE"
}, {
"addedTime" : "2020-04-06T04:50:30.000Z",
"name" : "Zoho Desk Partners",
"id" : "24073000002957051",
"helpCenterId" : "24073000002733221",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/24073000002959001?portalId=b363e6f8e029247a38a55e49806bf1f683801f9cd92870bf7cc50d48844902f0",
"status" : "ACTIVE"
}, {
"addedTime" : "2020-04-06T04:50:14.000Z",
"name" : "Zoho One Prime Customers",
"id" : "24073000002957045",
"helpCenterId" : "24073000002733221",
"logoUrl" : null,
"status" : "ACTIVE"
} ]
}
This API adds a user to the groups specified.
long
optionalID of the help center from which the groups must be validated
list
requiredIDs of the groups to which the user must be added
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "24073000002957051",
"errors" : null
}, {
"success" : false,
"id" : "24073000002793019",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Restricted"
}
}, {
"success" : false,
"id" : "24073000002723212",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Restricted"
}
}, {
"success" : false,
"id" : "24073000002732252",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Restricted"
}
} ]
}
This API removes a user from the groups specified.
long
optionalID of the help center from which the groups must be removed
list
requiredIDs of the groups from which the user must be removed
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : false,
"id" : "24073000002957051",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Minimum user should be maintained"
}
}, {
"success" : false,
"id" : "24073000002932512",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Restricted"
}
}, {
"success" : true,
"id" : "24073000002953232",
"errors" : null
} ]
}
This API lists a particular number of labels associated with a user, based on the limit defined.
boolean
optionalKey that filters the primary label assigned to the user
int
optional,Index number, starting from which the labels must be fetched. The default value is 1
int
optional,Number of labels to list. The default value and the maximum value allowed is 50
String
optionalKey that sorts the list of labels by a particular attribute: -(assignedTime)
String
optionalSearch keyword to use for finding a particular user. The keyword must contain at least two characters.
long
optionalID of the help center from which the labels must be fetched
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#5787E0",
"textColor" : "#FFFFFF"
},
"isPrimary" : false,
"name" : "Prime Customer",
"id" : "24073000002958013",
"helpCenterId" : "24073000002886005",
"logoUrl" : null,
"assignedTime" : "2020-04-06T05:55:13.000Z"
}, {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#39B54A",
"textColor" : "#FFFFFF"
},
"isPrimary" : false,
"name" : "Zoho One",
"id" : "24073000002958023",
"helpCenterId" : "24073000002886005",
"logoUrl" : null,
"assignedTime" : "2020-04-06T05:55:13.000Z"
}, {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#CE6785",
"textColor" : "#FFFFFF"
},
"isPrimary" : false,
"name" : "MVP",
"id" : "24073000002958029",
"helpCenterId" : "24073000002886005",
"logoUrl" : null,
"assignedTime" : "2020-04-06T05:55:13.000Z"
} ]
}
This API assigns the labels you specify to a particular user.
long
optionalID of the help center from which the labels must be validated
list
requiredList containing the details of the labels to assign
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "24073000002958013",
"errors" : null
}, {
"success" : true,
"id" : "24073000002958023",
"errors" : null
}, {
"success" : false,
"id" : "24073000002152013",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Restricted"
}
} ]
}
This API removes the labels you specify from a particular user.
long
optionalID of the help center from which the labels must be removed
list
requiredList containing the IDs of the labels to remove
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "24073000002958023",
"errors" : null
}, {
"success" : false,
"id" : "24073000002952323",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403,
"error" : "Restricted"
}
} ]
}
This API lists user's default and custom badges, based on the limit defined.
int
optional,Index number, starting from which the badges must be fetched. The default value is 1
int
optional,Number of badges to list. The default value and the maximum value allowed is 50
string
optional,Type of badge: default or custom
string
optional,Sort by the createdTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
date
optionalStart time should be in GMT time zone
date
optionalEnd time should be in GMT time zone
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
[ {
"name" : "Badge 1",
"isCustom" : "false",
"description" : "Best Contributor",
"id" : "1",
"iconUrl" : "https://www.zylker.com/badge1.jpg"
} ]
This API adds specified badges to user.
list
requiredIDs of the badges to which the user must be associated
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "24073000002823212",
"errors" : null
}, {
"success" : false,
"id" : "24073000002832252",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403
}
} ]
}
This API removes specified badges from the users.
list
requiredIDs of the badges from which the user must be dissociated
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : false,
"id" : "24073000002957051",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : 403
}
}, {
"success" : true,
"id" : "24073000002953232",
"errors" : null
} ]
}
Labels are tags that you add to users to highlight their contribution in your help center.
Example
{ }
This API creates a label in your help center.
String
requiredName of the label
long
optionalID of the logo set for the label
long
requiredID of the help center in which the label must be created
JSONObject
optionalVisual preferences related to the label/logo
OAuth Scope
Desk.contacts.CREATE
,
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#FFEE",
"textColor" : "#FFEE"
},
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "Pro Customer",
"count" : "0",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975130110",
"helpCenterId" : "310975130119",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130121?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48"
}
This API helps update the details of a label.
String
optionalName of the label
long
optionalID of the logo set for the label
JSONObject
optionalVisual preferences related to the label/logo
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#FFEE",
"textColor" : "#FFEE"
},
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "Pro Customer",
"count" : "892",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975130110",
"helpCenterId" : "310975130119",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130121?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48"
}
This API fetches the details of a particular label.
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#FFEE",
"textColor" : "#FFEE"
},
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "Pro Customer",
"count" : "320",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975130110",
"helpCenterId" : "310975130119",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130121?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48"
}
This API lists a particular number of labels, based on the limit defined.
int
optional,Index number, starting from which the labels must be fetched. The default value is 1.
int
optional,Number of labels to list. The default value and the maximum value allowed is 50.
String
optionalKey that sorts the list of labels by a particular attribute: -(createdTime or modifiedTime, or name)
String
optionalSearch keyword to use for finding a particular label. The keyword must contain at least two characters. Three types of search are supported: keyword* (search for values that start with the keyword, *keyword* (search for values that contain the keyword), and keyword (search for values that are exact matches of the keyword)
long
optionalID of the help center from which the labels must be fetched
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#FFEE",
"textColor" : "#FFEE"
},
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "Pro Customer",
"count" : "892",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975130110",
"helpCenterId" : "310975130119",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130121?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48"
} ]
}
This API deletes a label from your help center.
OAuth Scope
Desk.contacts.DELETE
,
Desk.settings.DELETE
Request Example
Response Example
204
This API deletes labels, based on the IDs specified.
long
optionalIDs of the labels to delete
OAuth Scope
Desk.contacts.DELETE
,
Desk.settings.DELETE
Request Example
Response Example
204
This API assigns a particular label to multiple users.
list
requiredIDs of the users to whom the label must be assigned
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
204
This API removes all users under a particular label.
list
requiredIDs of the users from whom the label must be removed
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
204
This API lists a particular number of users under a label, based on the limit defined.
int
optional,Index number, starting from which the users must be fetched. The default value is 1.
int
optional,Number of users to list. The default value is 50 and the maximum value allowed is 100
String
optionalKey that sorts the list of users by a specific attribute: -(assignedTime)
String
optionalSearch keyword to use for finding a particular user. The keyword must contain at least two characters.
OAuth Scope
Desk.search.READ
, Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : null,
"emailAddress" : "carol@zylker.com",
"name" : "svega RM",
"userType" : "ENDUSER",
"assignee" : {
"photoUrl" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "Chris",
"id" : "6000000015895"
},
"id" : "6000000032907",
"assignedTime" : "2019-08-09T07:47:44.000Z",
"status" : "ACTIVE"
} ]
}
Groups are collections of end-users—often related to a specific account, geography, brand, or product—using which you can determine access to your knowledge base and community forums.
Example
{ }
This API creates a user group in your help center.
string
required,Name of the group
string
optional,A brief description of the group
long
optionalID of the logo to associate with the group
long
requiredID of the help center in which the group must be created
OAuth Scope
Desk.contacts.CREATE
,
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "Prime Customer",
"count" : "0",
"description" : "Prime customer will have special access to Knowledge base module and Community categories",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975134902",
"helpCenterId" : "31097519102",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130121?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48",
"status" : "ACTIVE"
}
This API helps update the details of a user group.
string
optional,Name of the group
string
optional,A brief description of the group
long
optionalID of the logo to associate with the group
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/6000000015895/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "MVP Customer",
"count" : "892",
"description" : "Prime customer will have special access to Knowledge base module and Community categories",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975134902",
"helpCenterId" : "31097519102",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130133?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48",
"status" : "ACTIVE"
}
This API fetches the details of a particular user group.
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/310975130121/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/310975130121/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "MVP Customer",
"count" : "892",
"description" : "Prime customer will have special access to Knowledge base module and Community categories",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975134902",
"helpCenterId" : "310975130119",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130133?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48",
"status" : "ACTIVE"
}
This API lists a particular number of groups, based on the limit defined.
int
optional,Index number, starting from which the groups must be fetched. The default value is 1.
int
optional,Number of groups to list. The default value and the maximum value allowed is 50.
String
optionalKey that sorts the list of groups by a particular attribute: -(createdTime, modifiedTime, name, or count)
String
optionalSearch keyword to use for finding a particular group The keyword must contain at least two characters. Three types of search are supported: keyword* (search for values that start with the keyword, *keyword* (search for values that contain the keyword), and keyword (search for values that are exact matches of the keyword).
long
optionalID of the help center from which the resource must be fetched
OAuth Scope
Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2017-09-19T04:58:50.000Z",
"creator" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/310975130121/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"modifier" : {
"photoURL" : "https://desk.zoho.com/portal/api/user/310975130121/photo?orgId=143315",
"name" : "SupportAdmin",
"id" : "310975130121"
},
"name" : "Pro Customer",
"count" : "353",
"description" : "Pro Customers paid customers of the org will avail 24x7 Support service",
"createdTime" : "2017-09-19T04:58:50.000Z",
"id" : "310975130110",
"helpCenterId" : "310975130119",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/310975130133?portalId=5c9470fcc808cc98932703e28221d6c302e105dc4da8b23fafb6719abeecaa48",
"status" : "ACTIVE"
} ]
}
This API deletes a user group from your help center.
OAuth Scope
Desk.contacts.DELETE
,
Desk.settings.DELETE
Request Example
Response Example
204
This API adds users to a particular group.
list
requiredIDs of the users who must be added to the group
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
204
This API removes particular users from a group.
list
requiredIDs of the users who must be removed from the group
OAuth Scope
Desk.contacts.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
204
This API lists a particular number of users in a group, based on the limit defined.
int
optional,Index number, starting from which the users must be fetched. The default value is 1.
int
optional,Number of users to list. The default value is 50 and the maximum value allowed is 100.
String
optionalKey that sorts the list of users, based on a specific attribute: -(addedTime)
String
optionalSearch keyword to use for finding a particular user. The keyword must contain at least two characters.
OAuth Scope
Desk.search.READ
, Desk.contacts.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : null,
"creator" : {
"photoUrl" : "https://desk.zoho.com/portal/api/user/24073000000095005/photo?orgId=143315",
"name" : "ZylCare Admin",
"id" : "24073000000095005"
},
"emailAddress" : "carol@zylker.com",
"name" : "John ",
"addedTime" : "2019-11-08T14:57:39.000Z",
"userType" : "ENDUSER",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#6CD4DF",
"textColor" : "#FFFFFF"
},
"name" : "Prime Customer",
"id" : "24073000002132001"
},
"id" : "24073000001997453",
"status" : "ACTIVE"
} ]
}
Articles are the source of information that you create/share in your Knowledge Base on the help desk portal for your customers to help themselves. They guide customers on how to use a feature/product, provide solutions to their issues, and also cover frequently encountered questions.
Article translations: Although articles are all-inclusive and extensive, they become meaningless when the customers cannot understand them. As KB articles are customer-centric, we are providing a translation option to translate the article from a default language to a multi-lingual language.
Long
ID of the article
Long
ID of the department associated with the article
Long
ID of the category associated with the article
String
Title of the article
String
Content of the article
String
The permalink to access the article
Long
ID of the user who created the article
String
Publishing status of the article. Values allowed are Draft Published Review Unpublished
String
Access permissions for the article. Values allowed are ALL, REGISTEREDUSERS, AGENTS
String
SEO-specific title of the article
String
SEO-specific keywords of the article
String
SEO-specific description of the article
String
Schedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)
Example
{ "modifiedTime" : "2017-09-13T18:44:11.000Z", "attachments" : [ { "reseourceId" : "1vq0db78bc1203a0645e0a38373b3bddf8d40", "name" : "Attachment1.png", "viewUrl" : "https://desk.zoho.com/DocsDisplay?attachId=b34f0de640d72a1dc0f0b676f752dadae612657a51fd5fbe&action=view&zgId=3baf28131e9f8df2dc91a236738b3d70&entityId=b34f0de640d72a1d61ce88b268c6605542acf79f93f757e8", "downloadUrl" : "https://desk.zoho.com/DocsDisplay?attachId=b34f0de640d72a1dc0f0b676f752dadae612657a51fd5fbe&action=download&zgId=3baf28131e9f8df2dc91a236738b3d70&entityId=b34f0de640d72a1d61ce88b268c6605542acf79f93f757e8", "createdTime" : "2017-09-14T00:14:09.699Z", "filesize" : "113727" } ], "reviewedTime" : null, "departmentId" : "22372000000006907", "modifierId" : "7000000015932", "creatorId" : "7000000015932", "title" : "Importance of a Knowledge Base", "latestVersionModifierId" : "4000000000060", "expiryDate" : "2018-05-21T05:55:00.000Z", "public" : true, "quickEdit" : { "modifierId" : "24073000007464062", "modifiedBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/24073000007464062/photo?orgId=54325703", "name" : "Tony Stark", "id" : "24073000007464062", "status" : "ACTIVE", "zuid" : "70425988" } }, "createdTime" : "2017-09-13T18:18:32.000Z", "modifiedBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/1000000012768/photo?orgId=292828", "name" : "Zylker", "id" : "22372000000094005", "zuid" : "234543" }, "id" : "22372000000119001", "seo" : { "keywords" : "Knowledge base, Helpcenter", "isEnabled" : true, "description" : "Knowledge base for your product", "title" : "Knowledge base" }, "summary" : "Help articles are vital resources in user education. They are the first building blocks of an effective self-service setup.", "latestVersionStatus" : "Draft", "author" : { "photoURL" : null, "name" : "Zylker", "id" : "7000000015932", "zuid" : "234543" }, "permission" : "ALL", "reviewedBy" : null, "authorId" : "22372000000094005", "tags" : [ "helpcenter", "knowledge base" ], "commentCount" : "0", "answer" : "The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.", "latestVersion" : "0.1", "createdBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/1000000012768/photo?orgId=292828", "name" : "Zylker", "id" : "22372000000094005", "zuid" : "234543" }, "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en", "portalUrl" : "https://desk.zoho.com/portal/zylker/kb/articles/importance-of-a-knowledge-base", "latestPublishedVersion" : "null", "attachmentCount" : "1", "position" : "0", "metrics" : { "feedbackCount" : "0", "unlikeCount" : "0", "lastUsageTime" : null, "likeCount" : "0", "viewCount" : "0", "lastActivityTime" : "2017-09-13T18:44:11.000Z", "usageCount" : "0" }, "availableLocaleTranslations" : [ { "latestVersionStatus" : "Published", "translationId" : "28841000002282003", "isTrashed" : false, "latestVersion" : "1.0", "isLocked" : false, "latestPublishedVersion" : "1.0", "href" : "https://desk.zoho.com/api/v1/articles/28841000002282001/translations/en?orgId=54689695", "authorId" : "28841000000103005", "locale" : "en", "translationState" : "UP-TO-DATE", "status" : "Published" } ], "permalink" : "test123-13-9-2017", "category" : { "name" : "General", "id" : "22372000000094159" }, "categoryId" : "7000000016129", "latestVersionModifiedBy" : { "photoURL" : null, "name" : "will smith", "id" : "4000000000060", "status" : "ACTIVE", "zuid" : "234544" }, "status" : "Draft" }
This API fetches a specific number of articles from your knowledge base, based on the limit defined.
Integer
optional,Index number starting from which the articles must be fetched.
Integer
optional,Number of articles to fetch
String
optionalKey that sorts the articles based on a specific attribute: createdTime, or modifiedTime or likeCount or viewCount or feedbackCount or dislikeCount or positionArticle
String
optionalAccess permission for the article. Values allowed are: ALL, REGISTEREDUSERS, and AGENTS
Long
optionalID of article owner
Long
optionalID of the category to which the article belongs
timestamp
optionalKey that filters articles modified within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
timestamp
optionalKey that filters articles which will expire within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
String
optionalPublishing status of the article. Values allowed are Draft, Published, Review, Expired, Unpublished
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2020-06-24T11:46:43.000Z",
"departmentId" : "24073000000006907",
"creatorId" : "4000000000059",
"dislikeCount" : "0",
"modifierId" : "4000000000059",
"likeCount" : "0",
"locale" : "en",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "4000000000059",
"title" : "Answering your first ticket.",
"translationState" : "UP-TO-DATE",
"isTrashed" : false,
"createdTime" : "2020-06-24T11:46:43.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/24073000000095005/photo?orgId=54325703",
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019059",
"viewCount" : "0",
"translationSource" : null,
"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",
"sourceLocale" : "en",
"translationId" : "4000000017294",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersion" : "1.0",
"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",
"position" : "1",
"availableLocaleTranslations" : [ {
"latestVersionStatus" : "Published",
"translationId" : "24073000000095164",
"isTrashed" : false,
"latestVersion" : "1.0",
"isLocked" : false,
"latestPublishedVersion" : "1.0",
"href" : "https://desk.zoho.com/api/v1/articles/24073000002823830/translations/en?orgId=54325703",
"authorId" : "24073000000095005",
"locale" : "en",
"translationState" : "UP-TO-DATE",
"status" : "Published"
} ],
"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"
} ]
}
This API fetches an article from your knowledge base.
String
optionalVersion number of the article
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"modifiedTime" : "2020-06-24T11:46:43.000Z",
"departmentId" : "24073000002376045",
"dislikeCount" : "0",
"modifierId" : "4000000000059",
"likeCount" : "0",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "4000000000059",
"translationState" : "UP-TO-DATE",
"isTrashed" : false,
"quickEdit" : {
"modifierId" : "24073000007464062",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/24073000007464062/photo?orgId=54325703",
"name" : "Tony Stark",
"id" : "24073000007464062",
"status" : "ACTIVE",
"zuid" : "70425988"
}
},
"createdTime" : "2020-06-24T11:46:43.000Z",
"id" : "4000000019059",
"translationSource" : null,
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"reviewedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"currentVersion" : "1.0",
"commentCount" : "0",
"tags" : [ "first ticket" ],
"sourceLocale" : "en",
"translationId" : "4000000017294",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en",
"feedbackCount" : "0",
"latestPublishedVersion" : "1.0",
"position" : "6",
"metrics" : {
"feedbackCount" : "2",
"unlikeCount" : "2",
"dislikeCount" : "2",
"lastUsageTime" : null,
"likeCount" : "1",
"viewCount" : "257",
"lastActivityTime" : "2023-02-21T13:26:07.000Z",
"usageCount" : "0"
},
"permalink" : "answering-your-first-ticket",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"status" : "Published",
"attachments" : [ {
"resourceId" : "mvfyda9fcc4df229b4065a04fba88a5b81b33",
"extension" : "jpg",
"size" : "3028238",
"name" : "bird_2.jpg",
"downloadUrl" : "https://desk.zoho.com/api/v1/articles/24073000005321222/translations/en/attachments/mvfyda9fcc4df229b4065a04fba88a5b81b33/content?orgId=54325703&inline=false",
"viewUrl" : "https://desk.zoho.com/api/v1/articles/24073000005321222/translations/en/attachments/mvfyda9fcc4df229b4065a04fba88a5b81b33/content?orgId=54325703",
"createdTime" : "2021-11-02T05:11:21.000Z"
} ],
"reviewedTime" : "2020-06-24T11:46:43.000Z",
"creatorId" : "4000000000059",
"locale" : "en",
"title" : "Answering your first ticket.",
"expiryDate" : null,
"modifiedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"viewCount" : "0",
"seo" : {
"keywords" : "helpcenter, knowledge base",
"isEnabled" : true,
"description" : "Knowledge base",
"title" : "Helpcenter and knowledge base"
},
"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 ...",
"isFollowing" : true,
"myVote" : null,
"permission" : "AGENTS",
"authorId" : "4000000000059",
"usageCount" : "0",
"rootCategoryId" : "4000000017276",
"answer" : "<p>Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly.<br><br>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 time on frequently asked questions.<br><br>Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That's like a quick chat, without even leaving your place, and with the full context of the ticket.<br><br>With these, you're good to go.<br><br>Go on, save the world from bad customer service!</p>",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersion" : "1.0",
"portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket",
"attachmentCount" : "0",
"availableLocaleTranslations" : [ {
"latestVersionStatus" : "Published",
"translationId" : "24073000005321224",
"isTrashed" : false,
"latestVersion" : "19.0",
"isLocked" : false,
"latestPublishedVersion" : "19.0",
"href" : "https://desk.zoho.com/api/v1/articles/24073000005321222/translations/en?orgId=54325703",
"authorId" : "24073000000095005",
"locale" : "en",
"translationState" : "UP-TO-DATE",
"status" : "Published"
}, {
"latestVersionStatus" : "Draft",
"translationId" : "24073000005321260",
"isTrashed" : false,
"latestVersion" : "0.1",
"isLocked" : false,
"latestPublishedVersion" : null,
"href" : "https://desk.zoho.com/api/v1/articles/24073000005321222/translations/zh?orgId=54325703",
"authorId" : "24073000000095005",
"locale" : "zh",
"translationState" : "OUTDATED",
"status" : "Draft"
} ],
"category" : {
"name" : "General",
"id" : "4000000017287",
"locale" : "en"
},
"categoryId" : "4000000017287"
}
This API creates an article in your helpdesk.
Long
requiredThe Category
String
requiredThe title of article
String
requiredThe answer part of article
String
optionalThe permalink of article
Long
optionalThe owner of the article
String
requiredStatus of the article Draft Published Review
String
requiredPermission of the article.Values allowed are ALL REGISTEREDUSERS AGENTS
String Array
optionalTags associated with the article
String
optionalSEO title of the article
String
optionalSEO keywords of the article
String
optionalSEO description of article
boolean
optionalSEO enabled status of an article
String
optionalSchedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"modifiedTime" : "2020-06-24T11:46:43.000Z",
"departmentId" : "24073000000006907",
"dislikeCount" : "0",
"modifierId" : "4000000000059",
"likeCount" : "0",
"latestVersionModifierId" : null,
"ownerId" : "4000000000059",
"translationState" : "UP-TO-DATE",
"isTrashed" : false,
"quickEdit" : {
"modifierId" : null,
"modifiedBy" : null
},
"createdTime" : "2020-06-24T11:46:43.000Z",
"id" : "4000000019059",
"translationSource" : null,
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"reviewedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"currentVersion" : "1.0",
"commentCount" : "0",
"tags" : [ "first ticket" ],
"sourceLocale" : "en",
"translationId" : "4000000017294",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en",
"feedbackCount" : "0",
"latestPublishedVersion" : "1.0",
"metrics" : {
"feedbackCount" : "0",
"unlikeCount" : "0",
"dislikeCount" : "0",
"lastUsageTime" : null,
"likeCount" : "0",
"viewCount" : "0",
"lastActivityTime" : null,
"usageCount" : "0"
},
"position" : "28",
"permalink" : "answering-your-first-ticket",
"latestVersionModifiedBy" : null,
"status" : "Published",
"attachments" : [ ],
"reviewedTime" : "2020-06-24T11:46:43.000Z",
"creatorId" : "4000000000059",
"locale" : "en",
"title" : "Answering your first ticket.",
"expiryDate" : null,
"modifiedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"viewCount" : "0",
"seo" : {
"keywords" : "helpcenter, knowledge base",
"isEnabled" : true,
"description" : "Knowledge base",
"title" : "Helpcenter and knowledge base"
},
"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 ...",
"isFollowing" : true,
"myVote" : null,
"permission" : "AGENTS",
"authorId" : "4000000000059",
"usageCount" : "0",
"rootCategoryId" : "4000000017276",
"answer" : "<p>Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly.<br><br>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 time on frequently asked questions.<br><br>Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That's like a quick chat, without even leaving your place, and with the full context of the ticket.<br><br>With these, you're good to go.<br><br>Go on, save the world from bad customer service!</p>",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersion" : "1.0",
"portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket",
"attachmentCount" : "0",
"availableLocaleTranslations" : [ {
"latestVersionStatus" : "Published",
"translationId" : "24073000007814015",
"isTrashed" : false,
"latestVersion" : "1.0",
"isLocked" : false,
"latestPublishedVersion" : "1.0",
"href" : "https://desk.zoho.com/api/v1/articles/24073000007814013/translations/en?orgId=54325703",
"authorId" : "24073000000095005",
"locale" : "en",
"translationState" : "UP-TO-DATE",
"status" : "Published"
} ],
"category" : {
"name" : "General",
"id" : "4000000017287",
"locale" : "en"
},
"categoryId" : "4000000017287"
}
This API updates an existing article.
Long
optionalThe Category
String
optionalThe title of Article
String
optionalThe answer part of the article
String
optionalThe permalink of the article
Long
optionalThe owner of the article
String
optionalStatus of the article Draft Published Review Unpublished
String
optionalPermission of the article.Values allowed are ALL REGISTEREDUSERS AGENTS
String Array
optionalTags associated with the article
String
optionalSEO Title of article
String
optionalSEO Keywords of the article
String
optionalSEO Description of the article
boolean
optionalSEO enabled status of the article
String
optionalSchedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-06-24T11:46:43.000Z",
"departmentId" : "24073000000006907",
"dislikeCount" : "0",
"modifierId" : "4000000000059",
"likeCount" : "0",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "4000000000059",
"translationState" : "UP-TO-DATE",
"isTrashed" : false,
"quickEdit" : {
"modifierId" : null,
"modifiedBy" : null
},
"createdTime" : "2020-06-24T11:46:43.000Z",
"id" : "4000000019059",
"translationSource" : null,
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"reviewedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"currentVersion" : "1.0",
"commentCount" : "0",
"tags" : [ "first ticket" ],
"sourceLocale" : "en",
"translationId" : "4000000017294",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en",
"feedbackCount" : "0",
"latestPublishedVersion" : "1.0",
"metrics" : {
"feedbackCount" : "0",
"unlikeCount" : "0",
"dislikeCount" : "0",
"lastUsageTime" : null,
"likeCount" : "0",
"viewCount" : "0",
"lastActivityTime" : null,
"usageCount" : "0"
},
"position" : "28",
"permalink" : "answering-your-first-ticket",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"status" : "Draft",
"attachments" : [ ],
"reviewedTime" : "2020-06-24T11:46:43.000Z",
"creatorId" : "4000000000059",
"locale" : "en",
"title" : "Answering your first ticket.",
"expiryDate" : null,
"modifiedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"viewCount" : "0",
"seo" : {
"keywords" : "helpcenter, knowledge base",
"isEnabled" : true,
"description" : "Knowledge base",
"title" : "Helpcenter and knowledge base"
},
"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 ...",
"isFollowing" : true,
"myVote" : null,
"permission" : "AGENTS",
"authorId" : "22372000000094004",
"usageCount" : "0",
"rootCategoryId" : "4000000017276",
"answer" : "The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersion" : "1.0",
"portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket",
"attachmentCount" : "0",
"availableLocaleTranslations" : [ {
"latestVersionStatus" : "Published",
"translationId" : "24073000007814015",
"isTrashed" : false,
"latestVersion" : "1.0",
"isLocked" : false,
"latestPublishedVersion" : "1.0",
"href" : "https://desk.zoho.com/api/v1/articles/24073000007814013/translations/en?orgId=54325703",
"authorId" : "24073000000095005",
"locale" : "en",
"translationState" : "UP-TO-DATE",
"status" : "Published"
} ],
"category" : {
"name" : "General",
"id" : "4000000017287",
"locale" : "en"
},
"categoryId" : "22372000000094160"
}
This API validates if a permalink is available for a help article.
String
requiredThe permalink of Solution
String
optionalLanguage
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"isAvailable" : false,
"suggestion" : "how-to-open-account-2-18-12-2017"
}
This API fetches the event history of an article.
Integer
required,From index
Integer
required,Number of records to fetch
String
optionalActions happened on the article. We can give multiple events comma saperated. Allowed values CREATED, SEO_INFO_ADDED, TAGS_ADDED, ATTACHMENT_ADDED, ATTACHMENT_REMOVED, TAGS_EDITED, STATUS_CHANGED, DISPALY_PERMISSION_CHANGED, PERMALINK_EDITED, OWNER_CHANGED, SECTION_CHANGED, TITLE_EDITED, SEO_INFO_EDITED, VERSION_CREATED, MOVED_TO_TRASH, RESTORED, ATTACHMENT_MODIFIED, VERSION_REVERTED, TAGS_DELETED, COMMENTS_ADDED, COMMENTS_EDITED, COMMENTS_DELETED, VERSION_UPDATED, VERSION_QUICKEDIT, VERSION_DELETED, SEO_TITLE_CHANGED, SEO_KEYWORDS_CHANGED, SEO_DESCRIPTION_CHANGED, SEO_STATUS_CHANGED
Long
optionalUser who did the action
Timestamp
optionalFrom time. Time should be in GMT with format
Timestamp
optionalTo time. Time should be in GMT with format
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"eventTime" : "2018-03-15T14:27:02.000Z",
"deltedVersion" : [ "2.0", "3.0" ],
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "VERSION_DELETED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"editedVersion" : "3.0",
"eventTime" : "2018-03-15T14:27:02.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "VERSION_QUICKEDIT",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:27:02.000Z",
"solutionId" : "1000000012768",
"oldVersion" : "3.0",
"locale" : "en",
"event" : "VERSION_REVERTED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
},
"newVersion" : "4.0"
}, {
"eventTime" : "2018-03-15T14:27:02.000Z",
"solutionId" : "1000000012768",
"oldVersion" : "1.0",
"locale" : "en",
"event" : "VERSION_UPDATED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
},
"newVersion" : "2.0"
}, {
"createdVersion" : "1.0",
"eventTime" : "2018-03-15T14:27:02.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "VERSION_CREATED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:27:02.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "RESTORED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:26:28.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "MOVED_TO_TRASH",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"newPermalink" : "test-article888",
"eventTime" : "2018-03-15T14:19:28.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "PERMALINK_EDITED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
},
"oldPermalink" : "test-article"
}, {
"eventTime" : "2018-03-15T14:16:06.000Z",
"deletedTags" : [ "asda", "qwer", "ert" ],
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "TAGS_DELETED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"newTags" : [ "asda", "qwer", "ert" ],
"oldTags" : [ "asda", "qwer" ],
"eventTime" : "2018-03-15T14:15:52.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "TAGS_EDITED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:15:40.000Z",
"solutionId" : "1000000012768",
"addedTags" : [ "qwer", "asda" ],
"locale" : "en",
"event" : "TAGS_ADDED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-13T07:44:02.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"deletedCommentId" : "1000000014007",
"event" : "COMMENTS_DELETED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"editedCommentId" : "1000000014001",
"eventTime" : "2018-03-13T07:43:45.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "COMMENTS_EDITED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"addedCommentId" : "1000000014001",
"eventTime" : "2018-03-13T07:43:36.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "COMMENTS_ADDED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"removedAttachments" : [ "af0u71a819bc9d6304a2e9e77d20a1dd7da7c", "af0u796cb3b7b55d14f0a9b6f78e0aa3ccb56" ],
"eventTime" : "2018-03-13T18:36:04.000Z",
"solutionId" : "1000000012768",
"event" : "ATTACHMENT_REMOVED",
"locale" : "en",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"oldAttachements" : [ "af0u71a819bc9d6304a2e9e77d20a1dd7da7c" ],
"eventTime" : "2018-03-13T18:36:04.000Z",
"solutionId" : "1000000012768",
"event" : "ATTACHMENT_MODIFIED",
"locale" : "en",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
},
"newAttachments" : [ "af0u71a819bc9d6304a2e9e77d20a1dd7da7c", "af0u796cb3b7b55d14f0a9b6f78e0aa3ccb56" ]
}, {
"addedAttachments" : [ "af0u71a819bc9d6304a2e9e77d20a1dd7da7c", "af0u796cb3b7b55d14f0a9b6f78e0aa3ccb56" ],
"eventTime" : "2018-03-13T18:36:04.000Z",
"solutionId" : "1000000012768",
"event" : "ATTACHMENT_ADDED",
"locale" : "en",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"newSectionId" : "1000000012741",
"oldSectionId" : "1000000014013",
"eventTime" : "2018-03-15T14:10:11.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "SECTION_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"oldDisplayPermission" : "REGISTERED_USERS",
"newDisplayPermission" : "AGENTS_ONLY",
"eventTime" : "2018-03-15T14:10:11.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "DISPALY_PERMISSION_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"newStatus" : "PUBLISH",
"eventTime" : "2018-03-15T14:10:11.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "STATUS_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"newTitle" : "Test article dddddd",
"eventTime" : "2018-03-13T07:32:35.000Z",
"oldTitle" : "Test article",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "TITLE_EDITED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:05:21.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "SEO_DESCRIPTION_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:05:21.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "SEO_KEYWORDS_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"oldSEOTitle" : "ajsjkda",
"newSEOTitle" : "ajsjkdaass",
"eventTime" : "2018-03-15T14:05:21.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "SEO_TITLE_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-15T14:05:21.000Z",
"oldSEOStatus" : "false",
"solutionId" : "1000000012768",
"newSEOStatus" : "true",
"locale" : "en",
"event" : "SEO_STATUS_CHANGED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
}, {
"eventTime" : "2018-03-12T14:05:07.000Z",
"solutionId" : "1000000012768",
"locale" : "en",
"event" : "CREATED",
"user" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000094005/photo?orgId=292828",
"name" : "Zylker",
"id" : "22372000000094005"
}
} ]
}
This API uploads files to your portal gallery.
String
requiredWorkspace id to which the attachement should be uploaded
String
requiredAttachment type. Allowed values file, blob
Content-Type:multipart/form-data
attachment files for articles
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"resourceId" : "96b17694d63cd0f03eadbe4ae534f4ba993bb0",
"extension" : "png",
"name" : "Screen Shot 2018-12-28 at 7.21.58 PM.png",
"filesize" : "62",
"url" : "https://desk.zoho.com/galleryDocuments/edbsnf8e40a0174a649fa9b698be5f73211329e2a7513daad01207c771fbf50e1b3e33f3f5c1d654f5a4c7805862493f6bb8a?inline=true"
}
This API moves articles to the Recycle Bin
list
requiredArray of Entity id to be deleted
OAuth Scope
Desk.articles.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "2345678987654323",
"errors" : null
}, {
"success" : "false",
"id" : "3456789087654567",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API shows a preview of help articles, through which you can check the content for formatting, alignment, and grammar/spelling errors and get the look and feel of the help article even before publishing it.
String
requiredThe title of article
String
requiredThe answer part of article
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"answer" : "<div>Demo for article preview<br /></div><div>Lorem Ipsum is simply dummy text of the printing and typesetting industry. <br /></div>",
"title" : "Demo for article preview"
}
This API returns the number of articles published in the knowledge base of your help desk portal.
Long
optionalArticle count for given category. If categoryId is not given or null, it considered as all category i.e all department
Long
optionalArticle count for the particular author
String
optionalPublishing status of the article to get count. Values allowed are Draft, Published, Review, Expired, Unpublished
String
optionalPermissions to get the article count. Values allowed are ALL, REGISTEREDUSERS, AGENTS
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"count" : "5"
}
This API maps tickets with help articles to automatically suggest the same articles for similar tickets that arrive later.
list
requiredArray of Entity ids
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
204
This API lists the positions of help articles to enable manual sorting. Only leaf categories that have a maximum of 1000 articles can be repositioned.
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000000281023",
"id" : "22372000000281023",
"title" : "Importance of a Knowledge Base",
"authorId" : "4000000012931"
}, {
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000000209871",
"id" : "22372000000209871",
"title" : "Importance of a Knowledge Base",
"authorId" : "4000000012931"
} ]
}
This API helps you manually sort articles in your knowledge base. Only leaf categories that have a maximum of 1000 articles can be repositioned.
list
requiredArray of Entity ids
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
204
This API adds a translated version of an article.
String
requiredThe title of the Article
String
requiredThe answer part of the article
String
optionalThe permalink of the article
String
requiredStatus of the article Draft Published Review
String
requiredPermission of the article.Values allowed are ALL REGISTEREDUSERS AGENTS
String Array
optionalTags associated with the article
String
optionalSEO Title of the article
String
optionalSEO Keywords of the article
String
optionalSEO Description of the article
boolean
optionalSEO enabled status of the article
String Array
optionalIDs of the attachments associated with the article
String
optionalSchedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)
String
requiredLanguage code of the article translation
Long
requiredID of the user who created the article
String
requiredKey that specifies the state of the translated article: OUTDATED UP-TO-DATE
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2019-01-17T08:33:06.000Z",
"departmentId" : "1000000012968",
"dislikeCount" : "0",
"modifierId" : "1000000016052",
"likeCount" : "0",
"latestVersionModifierId" : null,
"ownerId" : "24073000000095005",
"translationState" : "UP-TO-DATE",
"isTrashed" : "false",
"quickEdit" : {
"modifierId" : null,
"modifiedBy" : null
},
"isLocked" : "true",
"createdTime" : "2019-01-17T08:33:06.000Z",
"id" : "1000000017031",
"translationSource" : {
"locale" : "fr",
"version" : "2.0"
},
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"reviewedBy" : null,
"currentVersion" : "1.0",
"tags" : [ "tag1", "tag2" ],
"commentCount" : "0",
"sourceLocale" : "it-IT",
"translationId" : "100000001293248",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/1000000017031",
"feedbackCount" : "0",
"latestPublishedVersion" : "1.0",
"position" : "6",
"metrics" : {
"feedbackCount" : "0",
"unlikeCount" : "0",
"dislikeCount" : "0",
"lastUsageTime" : null,
"likeCount" : "0",
"viewCount" : "0",
"lastActivityTime" : null,
"usageCount" : "0"
},
"permalink" : "importaance-of-asda-knowledge-base",
"latestVersionModifiedBy" : null,
"status" : "Published",
"attachments" : [ ],
"reviewedTime" : null,
"creatorId" : "1000000016052",
"title" : "Importaance of asda Knowledge base",
"locale" : "en-US",
"expiryDate" : null,
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"viewCount" : "0",
"seo" : {
"keywords" : "Knowledge Base, Helpcenter",
"isEnabled" : true,
"description" : "Knowledge Base for your product",
"title" : "Knowledge Base"
},
"summary" : "The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your ",
"owner" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/24073000000095005/photo?orgId=54325703",
"name" : "Zylker",
"id" : "24073000000095005",
"status" : "ACTIVE"
},
"isFollowing" : true,
"myVote" : "null",
"permission" : "REGISTEREDUSERS",
"authorId" : "1000000016052",
"usageCount" : "0",
"rootCategoryId" : "24073000002378289",
"answer" : "The knowledge base is a key component of a good help center. This is where you can share the basics of using your products or services to your customers. Help articles and FAQs are great assets when it comes to answering the most fundamental questions your customers might have regarding your offerings. Help articles also ease the burden of your customer support agents by enabling self-service.",
"latestVersion" : "1.0",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"portalUrl" : "https://desk.zoho.com/portal/zylker/kb/articles/importaance-of-asda-knowledge-base",
"attachmentCount" : "0",
"category" : {
"name" : "General",
"id" : "1000000016397",
"locale" : "ta"
},
"categoryId" : "1000000016397"
}
This API edits an already translated article.
Boolean
optionalDenotes if a new version is needed
String
optionalThe title of the article
String
optionalThe answer part of the article
String
optionalThe permalink of the article
String
optionalStatus of the article Draft Published Review Unpublished
String
optionalPermission of the article.Values allowed are ALL REGISTEREDUSERS AGENTS
String Array
optionalTags associated with the article
String
optionalSEO Title of the article
String
optionalSEO Keywords of the article
String
optionalSEO Description of the article
boolean
optionalSEO enabled status of the article
String Array
optionalIDs of the attachments associated with the article
String
optionalSchedule the expiry date of the article. format : (YYYY-MM-DD HH:MM)
Long
optionalID of the user who created the article
String
optionalKey that specifies the state of the translated article: OUTDATED UP-TO-DATE
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2019-01-17T08:33:06.000Z",
"departmentId" : "1000000012968",
"dislikeCount" : "0",
"modifierId" : "1000000016052",
"likeCount" : "0",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "24073000000095005",
"translationState" : "UP-TO-DATE",
"isTrashed" : "false",
"quickEdit" : {
"modifierId" : null,
"modifiedBy" : null
},
"isLocked" : "true",
"createdTime" : "2019-01-17T08:33:06.000Z",
"id" : "1000000017031",
"translationSource" : {
"locale" : "fr",
"version" : "2.0"
},
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"reviewedBy" : null,
"currentVersion" : "1.0",
"tags" : [ "tag1", "tag2", "tag4" ],
"commentCount" : "0",
"sourceLocale" : "it-IT",
"translationId" : "100000001293248",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/1000000017031",
"feedbackCount" : "0",
"latestPublishedVersion" : "1.0",
"position" : "6",
"metrics" : {
"feedbackCount" : "0",
"unlikeCount" : "0",
"dislikeCount" : "0",
"lastUsageTime" : null,
"likeCount" : "0",
"viewCount" : "0",
"lastActivityTime" : null,
"usageCount" : "0"
},
"permalink" : "importaance-of-asda-knowledge-base",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"status" : "Published",
"attachments" : [ ],
"reviewedTime" : null,
"creatorId" : "1000000016052",
"title" : "Importance of a Knowledge Base",
"locale" : "en-US",
"expiryDate" : null,
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"viewCount" : "0",
"seo" : {
"keywords" : "Knowledge Base, Helpcenter",
"isEnabled" : true,
"description" : "Knowledge Base for your product",
"title" : "Knowledge Base"
},
"summary" : "The knowledge component of a good help center. ",
"owner" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/24073000000095005/photo?orgId=54325703",
"name" : "Zylker",
"id" : "24073000000095005",
"status" : "ACTIVE"
},
"isFollowing" : true,
"myVote" : "null",
"permission" : "REGISTEREDUSERS",
"authorId" : "1000000016052",
"usageCount" : "0",
"rootCategoryId" : "24073000002378289",
"answer" : "The knowledge component of a good help center.",
"latestVersion" : "1.0",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"portalUrl" : "https://desk.zoho.com/portal/zylker/kb/articles/importaance-of-asda-knowledge-base",
"attachmentCount" : "0",
"category" : {
"name" : "General",
"id" : "1000000016397",
"locale" : "ta"
},
"categoryId" : "1000000016397"
}
This API fetches the available translations of an article.
Integer
optional,Index number starting from which the translations must be fetched
Integer
optional,Number of translations to fetch
String
optionalKey that sorts the articles based on a specific attribute: createdTime, or modifiedTime
String
optionalPublishing status of the translation. Values allowed are Draft, Published, Review, Expired, Unpublished
String
optionalAccess permission for the article. Values allowed are ALL, REGISTEREDUSERS, AGENTS
Long
optionalID of translation owner
timestamp
optionalKey that filters translations created within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
String
optionalKey that specifies the state of the translated article: OUTDATED UP-TO-DATE
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2019-01-17T11:11:48.000Z",
"departmentId" : "1000000012968",
"dislikeCount" : "0",
"modifierId" : "1000000016052",
"creatorId" : "1000000016052",
"likeCount" : "1",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "24073000000095005",
"title" : "Importance of a Knowledge Base",
"locale" : "it-IT",
"translationState" : "UP-TO-DATE",
"isTrashed" : "false",
"isLocked" : "true",
"createdTime" : "2019-01-16T18:24:49.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"id" : "1000000017031",
"viewCount" : "0",
"translationSource" : {
"locale" : "fr",
"version" : "2.0"
},
"summary" : "Auto draft test ",
"owner" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/24073000000095005/photo?orgId=54325703",
"name" : "Zylker",
"id" : "24073000000095005",
"status" : "ACTIVE"
},
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"permission" : "REGISTEREDUSERS",
"authorId" : "1000000016052",
"usageCount" : "0",
"rootCategoryId" : "24073000002378289",
"commentCount" : "0",
"sourceLocale" : "en",
"translationId" : "100000001234968",
"latestVersion" : "3.0",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "1000000016052",
"status" : "ACTIVE"
},
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/1000000017031",
"portalUrl" : "https://desk.zoho.com/portal/zylker/kb/articles/tamil-for-article-1",
"feedbackCount" : "0",
"latestPublishedVersion" : "3.0",
"attachmentCount" : "0",
"position" : "6",
"category" : {
"name" : "General",
"id" : "1000000016397",
"locale" : "en"
},
"permalink" : "tamil-for-article-1",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"categoryId" : "1000000016397",
"status" : "Published"
} ]
}
This API fetches a specific translation of an article.
String
optionalVersion of the article translation
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"modifiedTime" : "2020-06-24T11:46:43.000Z",
"departmentId" : "24073000002376045",
"dislikeCount" : "0",
"modifierId" : "4000000000059",
"likeCount" : "0",
"latestVersionModifierId" : "4000000000060",
"ownerId" : "4000000000059",
"translationState" : "UP-TO-DATE",
"isTrashed" : false,
"quickEdit" : {
"modifierId" : "24073000007464062",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/24073000007464062/photo?orgId=54325703",
"name" : "Tony Stark",
"id" : "24073000007464062",
"status" : "ACTIVE",
"zuid" : "70425988"
}
},
"createdTime" : "2020-06-24T11:46:43.000Z",
"plainText" : "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 time on frequently asked questions. Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That's like a quick chat, without even leaving your place, and with the full context of the ticket. With these, you're good to go. Go on, save the world from bad customer service!",
"id" : "7000001424353",
"translationSource" : null,
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE"
},
"reviewedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"currentVersion" : "1.0",
"commentCount" : "0",
"tags" : [ "first ticket" ],
"sourceLocale" : "en",
"translationId" : "4000000017294",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000019059/en",
"feedbackCount" : "0",
"latestPublishedVersion" : "1.0",
"metrics" : {
"feedbackCount" : "0",
"unlikeCount" : "0",
"dislikeCount" : "0",
"lastUsageTime" : null,
"likeCount" : "0",
"viewCount" : "0",
"lastActivityTime" : null,
"usageCount" : "0"
},
"position" : "6",
"permalink" : "answering-your-first-ticket",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"status" : "Published",
"attachments" : [ ],
"reviewedTime" : "2020-06-24T11:46:43.000Z",
"creatorId" : "4000000000059",
"locale" : "en",
"title" : "Answering your first ticket.",
"expiryDate" : null,
"modifiedBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE"
},
"viewCount" : "0",
"seo" : {
"keywords" : "helpcenter, knowledge base",
"isEnabled" : true,
"description" : "Knowledge base",
"title" : "Helpcenter and knowledge base"
},
"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 ...",
"isFollowing" : true,
"myVote" : null,
"permission" : "AGENTS",
"authorId" : "4000000000059",
"usageCount" : "0",
"rootCategoryId" : "4000000017276",
"answer" : "<p>Zoho Desk packs a bunch of features that are expressly there to help you respond to tickets smartly.<br><br>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 time on frequently asked questions.<br><br>Every action that you can perform with respect to a ticket has a corresponding keyboard shortcut. With these, you can optimize the time you spend on each ticket. (And the shortcut to access these shortcuts is Shift + ? ).When you need to quickly consult a colleague, you can tag them in a ticket comment without having to leave this screen. That's like a quick chat, without even leaving your place, and with the full context of the ticket.<br><br>With these, you're good to go.<br><br>Go on, save the world from bad customer service!</p>",
"createdBy" : {
"photoURL" : null,
"name" : "Hill",
"id" : "4000000000059",
"status" : "ACTIVE"
},
"latestVersion" : "1.0",
"portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/answering-your-first-ticket",
"attachmentCount" : "0",
"category" : {
"name" : "General",
"id" : "4000000017287",
"locale" : "en"
},
"categoryId" : "4000000017287"
}
This API searches for the provided string from within the translation of articles.
String
requiredThe text that needs to be searched.
Integer
required,Index number starting from which the articles containing the search string must be fetched.
Integer
required,The end limit to which the articles containing search string must be fetched.
Long
optionalThe articles to be searched based on the category ID
Long
optionalThe articles to be searched based on the ID of the article owner
String
optionalThe articles of the users to be searched based on the provided permissions. For example: If the value is REGISTEREDUSERS, the search will only include articles created by registered users. The allowed values are ALL, REGISTEREDUSERS, AGENTS
String
optionalThe articles that need to be searched based on the status. The allowed values are Draft, Review, Expired, Published, Unpublished
String
required,The articles that are even in the recycle bin should be searched. The allowed values are TRUE, FALSE Note: To search in both locations, you can provide both values as comma-separated.
String
optionalThe articles to be searched based on the language.
string
optional,The search of the article includes countInfo or availableLocaleTranslations. The allowed values are countInfo or availableLocaleTranslations . Note : countInfo - Search the most popular. articlesavailableLocaleTranslations - search from the provided language.
string
optional,The articles to be searched based on the tags.
String
optionalThe articles to be searched based on the time since the article is created. The allowed values are yesterday, last_30_days, last_7_days, this_week, this_month, today
OAuth Scope
Desk.search.READ , Desk.articles.READ
Request Example
Response Example
{
"countInfo" : {
"duration" : [ {
"name" : "yesterday",
"count" : "0"
}, {
"name" : "last_30_days",
"count" : "4"
}, {
"name" : "last_7_days",
"count" : "4"
}, {
"name" : "this_month",
"count" : "4"
}, {
"name" : "this_week",
"count" : "0"
}, {
"name" : "today",
"count" : "0"
} ],
"tag" : [ {
"name" : "helpcenter",
"count" : "4"
} ],
"category" : [ {
"level" : "1",
"name" : "Disney",
"count" : "2",
"id" : "1232000000192482"
}, {
"level" : "1",
"name" : "Entertainment",
"count" : "2",
"id" : "1232000000149536"
} ],
"totalCount" : "1"
},
"data" : [ {
"modifiedTime" : "2019-12-31T09:45:52.000Z",
"departmentId" : "1000000012710",
"modifierId" : "1000000020518",
"creatorId" : "1000000020518",
"dislikeCount" : "10",
"likeCount" : "120",
"latestVersionModifierId" : "4000000000060",
"title" : "Tom and jerry",
"ownerId" : "1000000015894",
"locale" : "ja-JP",
"translationState" : "UP-TO-DATE",
"isTrashed" : false,
"isLocked" : "true",
"createdTime" : "2019-12-31T09:45:52.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/1000000020518/photo?orgId=292828",
"name" : "Tara",
"id" : "1000000020518",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "1000000286001",
"viewCount" : "0",
"translationSource" : {
"locale" : "fr",
"version" : "2.0"
},
"summary" : "The entertainment king",
"owner" : {
"photoURL" : null,
"name" : "Anamika",
"id" : "1000000015894",
"status" : "ACTIVE",
"zuid" : "234543"
},
"latestVersionStatus" : "Draft",
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/1000000015894/photo?orgId=292828",
"name" : "Anamika",
"id" : "1000000015894",
"status" : "ACTIVE",
"zuid" : "234543"
},
"permission" : "ALL",
"authorId" : "1000000015894",
"usageCount" : "0",
"commentCount" : "0",
"rootCategoryId" : "1000000251006",
"sourceLocale" : "ja-JP",
"translationId" : "1000000286003",
"latestVersion" : "0.1",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/1000000020518/photo?orgId=292828",
"name" : "Tara",
"id" : "1000000020518",
"status" : "ACTIVE",
"zuid" : "234543"
},
"webUrl" : "https://desk.zoho.com/support/magicmouse/ShowHomePage.do#Solutions/dv/1000000286001/locale/ja-JP",
"feedbackCount" : "0",
"portalUrl" : "https://desk.zoho.com/portal/magicmouse/ja-JP/kb/articles/tom-jerry",
"attachmentCount" : "0",
"latestPublishedVersion" : null,
"category" : {
"name" : "Cartoon",
"id" : "1000000251006"
},
"permalink" : "tom-jerry",
"latestVersionModifiedBy" : {
"photoURL" : null,
"name" : "will smith",
"id" : "4000000000060",
"status" : "ACTIVE",
"zuid" : "234544"
},
"categoryId" : "1000000251006",
"status" : "Draft"
} ]
}
This API fetches the files attached to an article translation.
Integer
optional,Index number starting from which the article attachments must be fetched.
Integer
optional,Number of attachments to fetch
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"resourceId" : "dkx4q10b53a2b6e844addaec2723cd4b07092",
"extension" : "txt",
"name" : "aadas1_2_3_5_54_.txt",
"viewUrl" : "https://desk.zoho.com/support/DocsDisplay?attachId=e91351dc29e5b7394d93c8deb91b642a0b498ee34174141d&action=view&zgId=17ec4c79299ee107dc91a236738b3d70&entityId=e91351dc29e5b739421838319e770b0a42acf79f93f757e8",
"downloadUrl" : "https://desk.zoho.com/support/DocsDisplay?attachId=e91351dc29e5b7394d93c8deb91b642a0b498ee34174141d&action=download&zgId=17ec4c79299ee107dc91a236738b3d70&entityId=e91351dc29e5b739421838319e770b0a42acf79f93f757e8",
"createdTime" : "2018-07-10T22:45:05.865Z",
"filesize" : "62"
}
This API attaches the files selected from the gallery to an article translation.
String Array
requiredIDs of the attachments associated with the article
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"data" : [ {
"resourceId" : "1vq0db78bc1203a0645e0a38373b3bddf8d40",
"extension" : "txt",
"name" : "aadas1_2_3_5_54_.txt",
"viewUrl" : "https://desk.zoho.com/support/DocsDisplay?attachId=e91351dc29e5b7394d93c8deb91b642a0b498ee34174141d&action=view&zgId=17ec4c79299ee107dc91a236738b3d70&entityId=e91351dc29e5b739421838319e770b0a42acf79f93f757e8",
"downloadUrl" : "https://desk.zoho.com/support/DocsDisplay?attachId=e91351dc29e5b7394d93c8deb91b642a0b498ee34174141d&action=download&zgId=17ec4c79299ee107dc91a236738b3d70&entityId=e91351dc29e5b739421838319e770b0a42acf79f93f757e8",
"createdTime" : "2018-07-10T22:45:05.865Z",
"filesize" : "62"
} ]
}
This API uploads the files to the gallery section and attaches them to an article translation
String
requiredAttachment type. Allowed values file, blob
Content-Type:multipart/form-data
attachment files for articles
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"resourceId" : "dkx4q10b53a2b6e844addaec2723cd4b07092",
"extension" : "txt",
"name" : "aadas1_2_3_5_54_.txt",
"viewUrl" : "https://desk.zoho.com/support/DocsDisplay?attachId=e91351dc29e5b7394d93c8deb91b642a0b498ee34174141d&action=view&zgId=17ec4c79299ee107dc91a236738b3d70&entityId=e91351dc29e5b739421838319e770b0a42acf79f93f757e8",
"downloadUrl" : "https://desk.zoho.com/support/DocsDisplay?attachId=e91351dc29e5b7394d93c8deb91b642a0b498ee34174141d&action=download&zgId=17ec4c79299ee107dc91a236738b3d70&entityId=e91351dc29e5b739421838319e770b0a42acf79f93f757e8",
"createdTime" : "2018-07-10T22:45:05.865Z",
"filesize" : "62"
}
This API removes the file attachments from a translation.
String Array
requiredIDs of the attachments associated with the article
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
204
This API adds a like (a positive reaction) to a translation
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
204
This API adds a dislike (a negative reaction) to a translation.
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
204
This API fetches the basic insights related to an article
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"feedbackCount" : 0,
"lastLikedTime" : "2018-11-20T14:03:07.000Z",
"dislikeCount" : "0",
"lastUsageTime" : null,
"likeCount" : "1",
"attachmentCount" : 0,
"viewCount" : "0",
"lastActivityTime" : "2018-11-20T14:03:07.000Z",
"lastDislikedTime" : null,
"usageCount" : "0",
"commentCount" : 0
}
This API fetches the primary and secondary permalinks of a translation
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"primaryPermalink" : "how-to-open-account",
"secondaryPermalinks" : [ "how-to-open-account-1", "how-to-open-account-3" ]
}
This API updates the permalink of a translation and adds the old permalink to the redirection list
String
requiredThe permalink of Solution
Boolean
optionalThe variable that defines if permalink needs to be added to redirect list. By default, it is true
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"primaryPermalink" : "how-to-open-account",
"secondaryPermalinks" : [ "how-to-open-account-1", "how-to-open-account-3", "how-to-open-account-2" ]
}
This API removes the redirection permalink from the redirection list of a translation
String
requiredThe permalink of Solution
OAuth Scope
Desk.articles.DELETE
Request Example
Response Example
204
This API moves an article translation to trash.
OAuth Scope
Desk.articles.DELETE
Request Example
Response Example
204
This API downloads the attachment associated with article translation.
boolean
optionalDisplay content inline
OAuth Scope
Desk.articles.READ
Request Example
Response Example
200
Article feedback refers to the text comments posted by users if they did not find a help article useful. This feedback can be used to improve the help article(s).
Example
{ "ticket" : { "ticketNumber" : "163", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/b34f0de640d72a1d8d1a6f7ca800abb8f3148ec5bcd90913", "id" : "22372000001389007", "deletedTime" : "2018-10-07T10:27:20.000Z", "deletedBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agent/22372000000761001/photo", "name" : "Zylker", "id" : "22372000000761001", "status" : "ACTIVE", "zuid" : "15223452" } }, "contactId" : "22372000001386025", "contact" : { "photoURL" : null, "name" : "John", "id" : "22372000001386025" }, "createdTime" : "2018-10-07T15:55:24.000Z", "id" : "22372000001386045", "resolution" : { "modifiedTime" : "2020-12-03T05:08:21.000Z", "createdBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553", "name" : "Charlie", "id" : "22372000000000063", "status" : "ACTIVE", "zuid" : "15224552" }, "feedbackId" : "227800000075038", "createdTime" : "2020-12-03T05:08:21.000Z", "modifiedBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553", "name" : "Charlie", "id" : "22372000000000063", "status" : "ACTIVE", "zuid" : "15224552" }, "id" : "22372340000106009", "resolution" : "Content has been modified in user basis", "contentType" : "PLAIN_TEXT" }, "ticketId" : "22372000001389007", "content" : "Please add pricing details in tabular columns", "article" : { "author" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553", "name" : "Charlie", "id" : "22372000000000063", "status" : "ACTIVE", "zuid" : "15224552" }, "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000001370011", "id" : "22372000001370011", "locale" : "en", "title" : "Pricing details" }, "status" : "RESOLVED" }
This API lists a particular number of comments received on a translation of an article, based on the limit defined.
Int
optional,Index number, starting from which the comments must be fetched. Default value is 1.
Int
optional,Number of comments to list. Default value is 10.
String
optionalKey that sorts the comments based on a specific attribute: createdTime. To sort the comments in descending order, append a '-' before the value
timestamp
optionalKey that filters comments created within a specific date and time range. Enter the dates in the ISO date format of 'yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ'
string
optional,Additional information related to the comments. Values allowed are: ticket, contact and resolution.
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"ticket" : {
"ticketNumber" : "163",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/b34f0de640d72a1d8d1a6f7ca800abb8f3148ec5bcd90913",
"id" : "22372000001389007",
"deletedTime" : "2018-10-07T10:27:20.000Z",
"deletedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agent/22372000000761001/photo",
"name" : "Zylker",
"id" : "22372000000761001",
"status" : "ACTIVE",
"zuid" : "15223452"
}
},
"contactId" : "22372000001386025",
"contact" : {
"photoURL" : null,
"name" : "John",
"id" : "22372000001386025"
},
"createdTime" : "2018-10-07T15:55:24.000Z",
"id" : "22372000001386045",
"resolution" : {
"modifiedTime" : "2020-12-03T05:08:21.000Z",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"feedbackId" : "227800000075038",
"createdTime" : "2020-12-03T05:08:21.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"id" : "22372340000106009",
"resolution" : "Content has been modified in user basis",
"contentType" : "PLAIN_TEXT"
},
"ticketId" : "22372000001389007",
"content" : "Please add pricing details in tabular columns",
"article" : {
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000001370011",
"id" : "22372000001370011",
"locale" : "en",
"title" : "Pricing details"
},
"status" : "RESOLVED"
} ]
}
This API fetches the details of a particular feedback comment.
string
optional,Additional information related to the comment. Values allowed are: ticket, contact and resolution.
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"ticket" : {
"ticketNumber" : "163",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/b34f0de640d72a1d8d1a6f7ca800abb8f3148ec5bcd90913",
"id" : "22372000001389007",
"deletedTime" : "2018-10-07T10:27:20.000Z",
"deletedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agent/22372000000761001/photo",
"name" : "Zylker",
"id" : "22372000000761001",
"status" : "ACTIVE",
"zuid" : "15223452"
}
},
"contactId" : "22372000001386025",
"contact" : {
"photoURL" : null,
"name" : "John",
"id" : "22372000001386025"
},
"createdTime" : "2018-10-07T15:55:24.000Z",
"id" : "22372000001386045",
"resolution" : {
"modifiedTime" : "2020-12-03T05:08:21.000Z",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"feedbackId" : "227800000075038",
"createdTime" : "2020-12-03T05:08:21.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"id" : "22372340000106009",
"resolution" : "Content has been modified in user basis",
"contentType" : "PLAIN_TEXT"
},
"ticketId" : "22372000001389007",
"content" : "Please add pricing details in tabular columns",
"article" : {
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000001370011",
"id" : "22372000001370011",
"locale" : "en",
"title" : "Pricing details"
},
"status" : "RESOLVED"
}
This API lists a particular number of comments received on an article, based on the limit defined.
Int
optional,Index number, starting from which the comments must be fetched. Default value is 1.
Int
optional,Number of comments to list. Default value is 10.
String
optionalKey that sorts the comments based on a specific attribute: createdTime. To sort the comments in descending order, append a '-' before the value.
string
optional,Additional information related to the comments. Values allowed are: ticket, contact and resolution.
String
optionalFilter article feedback comments based on department ids
String
optionalFilter article feedback comments based on rootCategoryIds
String
optionalKey that filters comments created within a specific date and time range. Enter the time limit in the formats of LAST_24_HRS, LAST_7_DAYS, LAST_30_DAYS, LAST_365_DAYS and yyyy-MM-ddThh:mm:ss.SSSZ,yyyy-MM-ddThh:mm:ss.SSSZ. Default value : LAST_7_DAYS.
String
optionalLocale of an article translation in which feedback comments to be fetched
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"ticket" : {
"ticketNumber" : "163",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/b34f0de640d72a1d8d1a6f7ca800abb8f3148ec5bcd90913",
"id" : "22372000001389007",
"deletedTime" : "2018-10-07T10:27:20.000Z",
"deletedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agent/22372000000761001/photo",
"name" : "Zylker",
"id" : "22372000000761001",
"status" : "ACTIVE",
"zuid" : "15223452"
}
},
"contactId" : "22372000001386025",
"contact" : {
"photoURL" : null,
"name" : "John",
"id" : "22372000001386025"
},
"createdTime" : "2018-10-07T15:55:24.000Z",
"id" : "22372000001386045",
"resolution" : {
"modifiedTime" : "2020-12-03T05:08:21.000Z",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"feedbackId" : "227800000075038",
"createdTime" : "2020-12-03T05:08:21.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"id" : "22372340000106009",
"resolution" : "Content has been modified in user basis",
"contentType" : "PLAIN_TEXT"
},
"ticketId" : "22372000001389007",
"content" : "Please add pricing details in tabular columns",
"article" : {
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000001370011",
"id" : "22372000001370011",
"locale" : "en",
"title" : "Pricing details"
},
"status" : "RESOLVED"
} ]
}
This API deletes a particular feedback comment from an article.
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
204
This API adds a feedback comment as a ticket in your help desk portal and assigns it to the author of the article.
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
{
"ticket" : {
"ticketNumber" : "163",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/b34f0de640d72a1d8d1a6f7ca800abb8f3148ec5bcd90913",
"id" : "22372000001389007",
"deletedTime" : "2018-10-07T10:27:20.000Z",
"deletedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agent/22372000000761001/photo",
"name" : "Zylker",
"id" : "22372000000761001",
"status" : "ACTIVE",
"zuid" : "15223452"
}
},
"contactId" : "22372000001386025",
"createdTime" : "2018-10-07T15:55:24.000Z",
"id" : "22372000001386045",
"ticketId" : "22372000001389007",
"content" : "Please add pricing details in tabular columns",
"article" : {
"author" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/22372000000000063/photo?orgId=15224553",
"name" : "Charlie",
"id" : "22372000000000063",
"status" : "ACTIVE",
"zuid" : "15224552"
},
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000001370011",
"id" : "22372000001370011",
"locale" : "en",
"title" : "Pricing details"
},
"status" : "RESOLVED"
}
Categories are groups using which you can organize help articles in your knowledge base. You can create categories, based on the products/services you offer or the nature of the issues your customers report.
String
Name of the category
long
ID of the parent category
long
ID of the help center to which the knowledge base belongs
String
View to apply while listing help articles. Values allowed are: LISTVIEW and OVERVIEW.
boolean
Key that specifies whether the category must be visible in the help center or not
boolean
Key that specifies whether review must be enabled for the category or not
string
A brief description of the category
long
Logo for the category
boolean
Key that specifies whether the category must be featured in the help center or not
String
Visibility setting of the category. Values allowed are: AGENTS, GROUP_USERS, ALL_USERS, and NONE.
int
Navigation depth of the category
deprecated
long
ID of the department to associate with the category
long
Unique ID of the category
int
Number of help articles under the category
long
ID of the Zoho Workdrive folder (Gallery) associated with the category
int
Position of the category in the overall order of categories of the same level
String
Visibility setting of articles, based on the visibility setting of the category
long
ID of the department to which the category belongs
Example
{ "modifiedTime" : "2020-06-24T11:46:42.000Z", "articleViewType" : "LISTVIEW", "visibility" : "NONE", "groups" : [ ], "logoUrl" : null, "associatedDepartmentIds" : [ "4000000013244" ], "encryptedWorkspaceId" : "2d6dd8bff74bb212fa6a72a9d8ab5102f704587dd12c18d23a1747934db6b9266a742c45a7dc4c04c7b8abebb10f37508611a7fb7471f1de79d8fa5b104f3350", "helpcenterId" : "4000000016818", "isReviewEnabled" : false, "isTrashed" : false, "createdBy" : { "photoURL" : null, "name" : "Hill", "id" : "4000000000059", "status" : "ACTIVE", "zuid" : "343224" }, "translations" : [ { "modifiedTime" : "2020-06-24T11:46:42.000Z", "createdBy" : { "photoURL" : null, "name" : "Hill", "id" : "4000000000059", "status" : "ACTIVE", "zuid" : "343224" }, "name" : "Hill", "description" : null, "createdTime" : "2020-06-24T11:46:42.000Z", "modifiedBy" : { "photoURL" : null, "name" : "Hill", "id" : "4000000000059", "status" : "ACTIVE", "zuid" : "343224" }, "id" : "4000000019051", "permalink" : "Hill", "locale" : "en", "categoryId" : "4000000017276" } ], "name" : "Hill", "createdTime" : "2020-06-24T11:46:42.000Z", "modifiedBy" : { "photoURL" : null, "name" : "Hill", "id" : "4000000000059", "status" : "ACTIVE", "zuid" : "343224" }, "primaryDepartmentId" : "5000000063894", "id" : "4000000017276", "status" : "SHOW_IN_HELPCENTER", "order" : "1", "workspaceId" : "a7iyye68bf585aebb477a936526f1ce7980b0" }
This API creates a root category in your knowledge base.
String
requiredName of the category
String
requiredA brief description of the category
String
required,Activation status of the category
String
required,Visibility setting of the category. Values allowed are: AGENTS, GROUP_USERS, ALL_USERS, NONE, and PRIVATE_IP.
list
optionalList of group IDs
String
requiredView to apply while listing help articles. Values allowed are: LISTVIEW and OVERVIEW.
boolean
requiredKey that specifies whether the category must be reviewed or not
long
requiredID of the logo to set for the category
list
optionalIDs of the departments associated with the category
long
optionalID of the department to which the category belongs
long
optionalID of the help center to which the category belongs
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"modifiedTime" : "2020-01-02T15:26:51.000Z",
"isFollowing" : true,
"visibility" : "ALL_USERS",
"articleViewType" : "LISTVIEW",
"groups" : [ ],
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"feedbackTicketConversionPreference" : {
"departmentId" : "5000000063895",
"assignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/5000000000059/photo?orgId=15114553",
"name" : "Charlie Marlie",
"id" : "5000000000059",
"status" : "ACTIVE",
"zuid" : "15224545"
},
"status" : "ENABLED"
},
"associatedDepartmentIds" : [ "5000000063895" ],
"encryptedWorkspaceId" : "uhahs234dha2342342424da2342342342",
"helpcenterId" : "5000000015871",
"isReviewEnabled" : true,
"isTrashed" : false,
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"translations" : [ {
"modifiedTime" : "2020-01-02T15:24:42.000Z",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"name" : "Zoho Desk",
"description" : "A helpdesk software",
"createdTime" : "2020-01-02T15:24:42.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000336004",
"permalink" : "zoho-desk",
"locale" : "en",
"categoryId" : "5000000319037"
} ],
"name" : "Zoho Desk",
"createdTime" : "2019-12-30T12:10:30.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"primaryDepartmentId" : "5000000063894",
"id" : "5000000319037",
"status" : "SHOW_IN_HELPCENTER",
"order" : "3",
"workspaceId" : "asa432da353sda"
}
This API is used to upload an image to be used as logo
Content-Type:multipart/form-data
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"id" : "2029254000000178001"
}
This API creates a section in your helpdesk
String
requiredSection Name
Long
requiredParent id (either section or rootCategoryId) below which we need to create a section
String
optionalA short description of the section
long
optionalLogo for each category
String
optional,Status of the section
String
optional,Visibility of the section. Values allowed are AGENTS, GROUP_USERS, ALL_USERS,NONE,PRIVATE_IP
list
optionalgroup ids list
String
optionalTo update the article permission based on category visibility
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"modifiedTime" : "2020-01-07T01:15:14.000Z",
"isFollowing" : true,
"visibility" : "ALL_USERS",
"description" : "Section 1 description",
"groups" : [ ],
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"rootCategoryId" : "5000000066427",
"isTrashed" : false,
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"translations" : [ {
"modifiedTime" : "2020-01-07T01:15:14.000Z",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"name" : "For Agents",
"description" : "Section 1 description",
"createdTime" : "2020-01-07T01:15:14.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000341019",
"permalink" : "for-agents",
"locale" : "en",
"categoryId" : "5000000341017"
} ],
"name" : "For Agents",
"createdTime" : "2020-01-07T01:15:14.000Z",
"parentCategoryId" : "5000000340014",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000341017",
"status" : "SHOW_IN_HELPCENTER",
"order" : "2"
}
This API updates a section in your helpdesk
String
optionalSection Name
String
optionalA short description of the section
long
optionalLogo for each category
String
optional,Status of the section
String
optional,Visibility of the section. Values allowed are AGENTS, GROUP_USERS, ALL_USERS,PRIVATE_IP,NONE
list
optionalgroup ids list
String
optionalTo update the article permission based on category visibility
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-01-07T01:15:14.000Z",
"isFollowing" : true,
"visibility" : "ALL_USERS",
"description" : "Section 1 description",
"groups" : [ ],
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"rootCategoryId" : "5000000066427",
"isTrashed" : false,
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"translations" : [ {
"modifiedTime" : "2020-01-07T01:15:14.000Z",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"name" : "For Agents",
"description" : "Section 1 description",
"createdTime" : "2020-01-07T01:15:14.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000341019",
"permalink" : "for-agents",
"locale" : "en",
"categoryId" : "5000000341017"
} ],
"name" : "For Agents",
"createdTime" : "2020-01-07T01:15:14.000Z",
"parentCategoryId" : "5000000340014",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000341017",
"status" : "SHOW_IN_HELPCENTER",
"order" : "2"
}
This API fetches a section in your helpdesk
String
optionalInclude params are publicArticlesCount, allArticlesCount
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"modifiedTime" : "2020-01-07T01:15:14.000Z",
"isFollowing" : true,
"visibility" : "ALL_USERS",
"description" : "Section 1 description",
"groups" : [ ],
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"rootCategoryId" : "5000000066427",
"isTrashed" : false,
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"translations" : [ {
"modifiedTime" : "2020-01-07T01:15:14.000Z",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"name" : "For Agents",
"description" : "Section 1 description",
"createdTime" : "2020-01-07T01:15:14.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000341019",
"permalink" : "for-agents",
"locale" : "en",
"categoryId" : "5000000341017"
} ],
"name" : "For Agents",
"createdTime" : "2020-01-07T01:15:14.000Z",
"parentCategoryId" : "5000000340014",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000341017",
"status" : "SHOW_IN_HELPCENTER",
"order" : "2"
}
This API fetches the details of a root category.
String
optionalAdditional information related to the category. Values allowed are: publicArticlesCount and allArticlesCount.
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"modifiedTime" : "2020-01-02T15:26:51.000Z",
"isFollowing" : true,
"visibility" : "ALL_USERS",
"articleViewType" : "LISTVIEW",
"groups" : [ ],
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"feedbackTicketConversionPreference" : {
"departmentId" : "5000000063895",
"assignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/5000000000059/photo?orgId=15114553",
"name" : "Charlie Marlie",
"id" : "5000000000059",
"status" : "ACTIVE",
"zuid" : "15224545"
},
"status" : "ENABLED"
},
"associatedDepartmentIds" : [ "5000000063895" ],
"encryptedWorkspaceId" : "uhahsdhada",
"helpcenterId" : "5000000015871",
"isReviewEnabled" : true,
"isTrashed" : false,
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"translations" : [ {
"modifiedTime" : "2020-01-02T15:24:42.000Z",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"name" : "Root category name",
"description" : "description of root",
"createdTime" : "2020-01-02T15:24:42.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000336004",
"permalink" : "root-category-name",
"locale" : "en",
"categoryId" : "5000000319037"
} ],
"name" : "Root category name",
"createdTime" : "2019-12-30T12:10:30.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"primaryDepartmentId" : "5000000063894",
"id" : "5000000319037",
"status" : "SHOW_IN_HELPCENTER",
"order" : "3",
"workspaceId" : "asadasda"
}
This API fetches the full tree of a root category in your helpdesk
String
optionalLocale of the translated name
String
optionalSort order of the categories. Allowed values : name, order
Boolean
optionalPresence flag of the category
String
optionalInclude params are publicArticlesCount, allArticlesCount
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"isFollowing" : true,
"visibility" : "ALL_USERS",
"allArticlesCount" : "0",
"description" : "test",
"locale" : "en",
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"publicArticlesCount" : "0",
"isTrashed" : false,
"children" : [ {
"isFollowing" : true,
"visibility" : "ALL_USERS",
"allArticlesCount" : "0",
"description" : "Desk",
"locale" : "en",
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"rootCategoryId" : "5000000066427",
"publicArticlesCount" : "0",
"isTrashed" : false,
"children" : [ {
"isFollowing" : true,
"visibility" : "ALL_USERS",
"allArticlesCount" : "0",
"description" : "Section 2",
"locale" : "en",
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"rootCategoryId" : "5000000066427",
"publicArticlesCount" : "0",
"isTrashed" : false,
"children" : [ ],
"translations" : [ {
"name" : "section 2 en",
"description" : null,
"id" : "5000000341003",
"permalink" : "section-2-en",
"locale" : "en"
} ],
"name" : "Section 2",
"parentCategoryId" : "5000000340014",
"id" : "5000000341001",
"status" : "SHOW_IN_HELPCENTER",
"order" : "1"
} ],
"translations" : [ {
"name" : "For Agents",
"description" : null,
"id" : "5000000340016",
"permalink" : "for-agents",
"locale" : "en"
} ],
"name" : "Desk",
"parentCategoryId" : "5000000066427",
"id" : "5000000340014",
"status" : "SHOW_IN_HELPCENTER",
"order" : "5"
} ],
"translations" : [ {
"name" : "Desk",
"description" : "Helpdesk-software",
"id" : "5000000265103",
"permalink" : "desk",
"locale" : "en"
} ],
"name" : "test",
"id" : "5000000066427",
"status" : "SHOW_IN_HELPCENTER",
"order" : "1"
}
This API lists a particular number of root categories, based on the limit defined.
String
optionalLanguage of the category
String
optionalKey that sorts the categories, based on a specific attribute: name or order
Int
required,Index number, starting from which the categories must be fetched
Int
required,Number of categories to list
String
optionalKeyword for searching for a particular category
String
optionalActivation status of the category. Values allowed are: SHOW_IN_HELPCENTER, HIDE_IN_HELPCENTER, and DISABLED.
boolean
optionalKey that denotes whether the category is deleted or not
boolean
optionalKey that specifies whether the category must be reviewed or not
String
optionalVisibility setting of the category. Values allowed are: AGENTS, GROUP_USERS, ALL_USERS, and NONE.
String
optionalID of the department associated with the category
String
optionalID of the help center to which the category belongs
String
optionalAdditional information related to the category. Values allowed are: publicArticlesCount, allArticlesCount, and sectionsCount.
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2020-01-05T13:18:07.000Z",
"visibility" : "ALL_USERS",
"articleViewType" : "LISTVIEW",
"allArticlesCount" : "11",
"groups" : [ ],
"sectionsCount" : "7",
"logoUrl" : "https://desk.zoho.com/support/App/build/fonts/certificate.svg",
"feedbackTicketConversionPreference" : {
"departmentId" : "5000000063895",
"assignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/5000000000059/photo?orgId=15114553",
"name" : "Charlie Marlie",
"id" : "5000000000059",
"status" : "ACTIVE",
"zuid" : "15224545"
},
"status" : "ENABLED"
},
"associatedDepartmentIds" : [ "5000000063895" ],
"publicArticlesCount" : "3",
"encryptedWorkspaceId" : "04bd200bc14c4cac0c0026a0342c1f21263012407fa56109a37788e786a96ec0383c1eeb08849f9be78a6f7b8b8f31033dde60d41ad95443c6570636db1a9b20",
"helpcenterId" : "5000000015871",
"isReviewEnabled" : false,
"isTrashed" : false,
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"translations" : [ {
"modifiedTime" : "2019-10-10T06:18:39.000Z",
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"name" : "Zoho Desk",
"description" : "A helpdesk software",
"createdTime" : "2019-06-24T07:03:39.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"id" : "5000000265103",
"permalink" : "zoho-desk",
"locale" : "en",
"categoryId" : "5000000066427"
} ],
"name" : "Zoho Desk",
"createdTime" : "2019-06-24T07:03:39.000Z",
"modifiedBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867",
"status" : "ACTIVE",
"zuid" : "343224"
},
"primaryDepartmentId" : "5000000063894",
"id" : "5000000066427",
"status" : "SHOW_IN_HELPCENTER",
"order" : "1",
"workspaceId" : "ponaz00368c36c9274809bf96849b392f8d67"
} ]
}
This API fetches review owners of a root category in your helpdesk
String
optionalSort order of the owners. Allowed values : firstName, lastName
Int
required,Offset value
Int
required,Number of objects
String
optionalSearch string
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"photoURL" : null,
"name" : "Zylker",
"id" : "5000000015867"
} ]
}
This API adds review owners of a root category in your helpdesk
list
requiredreview owner ids list
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "5000000015867",
"errors" : null
} ]
}
This API removes review owners of a root category in your helpdesk
list
requiredreview owner ids list
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "5000000015867",
"errors" : null
} ]
}
This API adds a permalink to a root category translation
String
requiredThe permalink of Solution
Boolean
optionalThe variable that defines if permalink needs to be added to redirect list. By default, it is true
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"data" : [ {
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "6000000016514",
"status" : "ACTIVE",
"zuid" : "343224"
},
"isPrimary" : true,
"createdTime" : "2020-05-01T14:16:43.000Z",
"permalink" : "autobot"
}, {
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "6000000016514",
"status" : "ACTIVE",
"zuid" : "343224"
},
"isPrimary" : false,
"createdTime" : "2020-05-01T14:12:29.000Z",
"permalink" : "transformers"
}, {
"createdBy" : {
"photoURL" : null,
"name" : "Zylker",
"id" : "6000000016514",
"status" : "ACTIVE",
"zuid" : "343224"
},
"isPrimary" : false,
"createdTime" : "2020-05-01T14:12:24.000Z",
"permalink" : "flash"
} ]
}
This API removes a permalink of a root category translation
String
requiredThe permalink of Solution
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"primaryPermalink" : "new-permalink",
"secondaryPermalinks" : [ "permalink-3" ]
}
Contracts help you organize your desk commitments, enabling you to deliver more professional and dedicated customer service. By defining contracts, you can determine the level of service to offer and set the contract period for an account or a product.
long
ID of the contract
deprecated
long
ID of the SLA associated with the contract
long
ID of the Associated Support Plan
deprecated
long
ID of the account associated with the contract
long
ID of the department to which the contract belongs
deprecated
long
ID of the product associated with the contract
string
Serial number of the contract
int
Number of days before endDate when notifications about contract expiry must be sent to the agents concerned
date
The date when the contract expiry notification must be sent
date
Date from which the contract is valid
date
Date until which the contract is valid
long
ID of the contract owner
string
User who created the contract
string
User who modified the contract
timestamp
Time of creating the contract
timestamp
Time of modifying the contract
string
Name of the contract
string
A short description of the contract
deprecated
list
User-defined fields associated with the contract
Example
{ "associatedSLAId" : "10000000062047", "modifiedTime" : "2018-01-15T11:13:04.000Z", "product" : { "id" : "500000001290", "productName" : "Desk" }, "cf" : { "cf_mycustomfield1" : "hello" }, "contractStatus" : "ACTIVE", "productId" : "5000000009328", "endDate" : "2019-01-10", "departmentId" : "5000000007235", "notifyBefore" : "5", "contractNumber" : "101", "description" : null, "sla" : { "name" : "Gold SLAs", "id" : "10000000062047" }, "ownerId" : "5000000009148", "notificationAgentIds" : [ "5000000009148" ], "accountId" : "5000000009326", "createdBy" : "5000000009148", "notifyOn" : "2019-01-05", "createdTime" : "2018-01-10T11:29:41.000Z", "contractName" : "Ticket Resolution Contract for 5 Star Crisps", "modifiedBy" : "5000000009148", "id" : "5000000009331", "supportPlan" : { "supportType" : "UNLIMITED_SUPPORT", "name" : "SupportPlan with Gold SLAs", "id" : "5000000007671", "status" : "ACTIVE" }, "startDate" : "2018-01-10", "account" : { "website" : "https://www.zoho.com", "accountName" : "Zoho", "id" : "500000008909" } }
This API fetches a single contract from your helpdesk.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"associatedSLAId" : "10000000062047",
"modifiedTime" : "2018-01-15T11:13:04.000Z",
"product" : {
"id" : "500000001290",
"productName" : "Desk"
},
"cf" : {
"cf_mycustomfield1" : "hello"
},
"contractStatus" : "ACTIVE",
"productId" : "5000000009328",
"endDate" : "2019-01-10",
"departmentId" : "5000000007235",
"notifyBefore" : "5",
"contractNumber" : "101",
"description" : null,
"sla" : {
"name" : "Gold SLAs",
"id" : "10000000062047"
},
"ownerId" : "5000000009148",
"notificationAgentIds" : [ "5000000009148" ],
"accountId" : "5000000009326",
"createdBy" : "5000000009148",
"notifyOn" : "2019-01-05",
"createdTime" : "2018-01-10T11:29:41.000Z",
"contractName" : "Ticket Resolution Contract for 5 Star Crisps",
"modifiedBy" : "5000000009148",
"id" : "5000000009331",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2018-01-10",
"account" : {
"website" : "https://www.zoho.com",
"accountName" : "Zoho",
"id" : "500000008909"
}
}
To get a list of contracts
integer
optionalThe starting index point to fetch the contracts
integer
optional,The total number of contracts to be fetched
integer
optionalID of the view to apply while fetching the resources
long
optionalIDs of the departments from which the contract must be fetched. Supports a maximum of 10 department ids, each separated by a comma.
long
optionalIDs of the owners from which the contract must be fetched. Supports a maximum of 10 owner IDs, each separated by a comma.
string
optional,Fetches the contracts that matches the Starting Name of Contract with provided string
string
optional,Parameter that sorts contracts by one of these attributes: accountName, contractName, contractEndDate, contractStartDate, createdTime, or modifiedTime. The default order of sorting is ascending. To sort in descending order, prefix a - with the parameter.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000265011",
"contractStatus" : "FUTURE",
"productId" : null,
"endDate" : "2018-11-10",
"departmentId" : "10000000010762",
"contractName" : "C2",
"id" : "10000000270023",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2018-10-10"
}, {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000265011",
"contractStatus" : "EXPIRED",
"productId" : null,
"endDate" : "2018-09-10",
"departmentId" : "10000000010762",
"contractName" : "New",
"id" : "10000000270045",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Premium SLAs",
"id" : "5000000007675",
"status" : "ACTIVE"
},
"startDate" : "2018-09-09"
}, {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000272001",
"contractStatus" : "ACTIVE",
"productId" : null,
"endDate" : "2018-12-11",
"departmentId" : "10000000010762",
"contractName" : "THIRD",
"id" : "10000000272013",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2018-09-11"
}, {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000272037",
"contractStatus" : "ACTIVE",
"productId" : null,
"endDate" : "2019-03-11",
"departmentId" : "10000000010762",
"contractName" : "Fourth ACC",
"id" : "10000000272049",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Silver SLAs",
"id" : "5000000007673",
"status" : "ACTIVE"
},
"startDate" : "2018-09-11"
}, {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000272071",
"contractStatus" : "EXPIRED",
"productId" : null,
"endDate" : "2018-09-12",
"departmentId" : "10000000010762",
"contractName" : "old",
"id" : "10000000272083",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2017-09-11"
}, {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000265011",
"contractStatus" : "ACTIVE",
"productId" : null,
"endDate" : "2018-09-30",
"departmentId" : "10000000010762",
"contractName" : "FUTURE 1",
"id" : "10000000273003",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Silver SLAs",
"id" : "5000000007673",
"status" : "ACTIVE"
},
"startDate" : "2018-09-15"
}, {
"associatedSLAId" : "10000000149109",
"accountId" : "10000000265011",
"contractStatus" : "FUTURE",
"productId" : null,
"endDate" : "2018-12-11",
"departmentId" : "10000000010762",
"contractName" : "FUTURE 3",
"id" : "10000000273025",
"ownerId" : "10000000012902",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2018-11-11"
} ]
}
This API creates a contract in your helpdesk.
deprecatedlong
optionalID of the SLA associated with the contract
long
optionalID of the Associated Support Plan
deprecatedlong
requiredID of the account associated with the contract
long
requiredID of the department to which the contract belongs
deprecatedlong
optionalID of the product associated with the contract
string
optional,Serial number of the contract
list
optionalList of agents to be notified
int
optionalNumber of days before endDate when notifications about contract expiry must be sent to the agents concerned
date
requiredDate from which the contract is valid
date
optionalDate until which the contract is valid
long
requiredID of the contract owner
string
required,Name of the contract
string
optional,A short description of the contract
deprecatedlist
optionalUser-defined fields associated with the contract
list
optionalUser-defined fields associated with the contract
list
optionalSLA fields associated with the contract
list
optionalAccount fields associated with the contract
list
optionalProduct fields associated with the contract
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"associatedSLAId" : "10000000062047",
"modifiedTime" : "2018-07-24T07:31:57.075Z",
"product" : {
"id" : "500000001290",
"productName" : "Desk"
},
"cf" : {
"cf_mycustomfield1" : "Some Value"
},
"contractStatus" : "ACTIVE",
"productId" : null,
"endDate" : "2019-07-23",
"departmentId" : "10000000013228",
"notifyBefore" : "3",
"contractNumber" : "9495",
"description" : "My Description",
"sla" : {
"name" : "Gold SLAs",
"id" : "10000000062047"
},
"ownerId" : "10000000012816",
"notificationAgentIds" : [ "10000000012816" ],
"accountId" : "10000000012985",
"createdBy" : "10000000012816",
"notifyOn" : "2019-07-20",
"createdTime" : "2018-07-24T07:31:57.075Z",
"contractName" : "MyContractName",
"modifiedBy" : "10000000012816",
"id" : "10000000082016",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2018-07-23",
"account" : {
"website" : "https://www.zoho.com",
"accountName" : "Zoho",
"id" : "500000008909"
}
}
This API updates the details of an existing contract.
deprecatedlong
optionalID of the SLA associated with the contract
long
optionalID of the Associated Support Plan
deprecatedlong
optionalID of the account associated with the contract
long
optionalID of the department to which the contract belongs
deprecatedlong
optionalID of the product associated with the contract
string
optional,Serial number of the contract
list
optionalList of agents to be notified
int
optionalNumber of days before endDate when notifications about contract expiry must be sent to the agents concerned
date
optionalDate from which the contract is valid
date
optionalDate until which the contract is valid
long
optionalID of the contract owner
string
optional,Name of the contract
string
optional,A short description of the contract
deprecatedlist
optionalUser-defined fields associated with the contract
list
optionalUser-defined fields associated with the contract
list
optionalSLA fields associated with the contract
list
optionalAccount fields associated with the contract
list
optionalProduct fields associated with the contract
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"associatedSLAId" : "10000000062047",
"modifiedTime" : "2018-07-24T07:33:11.728Z",
"product" : {
"id" : "500000001290",
"productName" : "Desk"
},
"cf" : {
"cf_mycustomfield1" : "Some Update Value"
},
"contractStatus" : "ACTIVE",
"productId" : null,
"endDate" : "2019-09-15",
"departmentId" : "10000000013228",
"notifyBefore" : "5",
"contractNumber" : "9496",
"description" : "My Description Updated",
"sla" : {
"name" : "Gold SLAs",
"id" : "5000000007671"
},
"ownerId" : "10000000012816",
"notificationAgentIds" : [ "10000000012816" ],
"accountId" : "10000000012985",
"createdBy" : "10000000012816",
"notifyOn" : "2019-09-10",
"createdTime" : "2018-07-24T07:31:57.000Z",
"contractName" : "My Updated Contract Name",
"modifiedBy" : "10000000012816",
"id" : "10000000082016",
"supportPlan" : {
"supportType" : "UNLIMITED_SUPPORT",
"name" : "SupportPlan with Gold SLAs",
"id" : "5000000007671",
"status" : "ACTIVE"
},
"startDate" : "2018-08-14",
"account" : {
"website" : "https://www.zoho.com",
"accountName" : "Zoho",
"id" : "500000008909"
}
}
This API moves contracts to the Recycle Bin of your help desk portal
list
requiredIDs of the contracts that you want to delete
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
This API updates multiple contracts at once.
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
requiredKey that denotes if the field is a user-defined field or not
OAuth Scope
Desk.settings.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"
}
} ]
}
Time tracking refers to the process of recording the time agents take to resolve tickets. This information can be recorded manually or automatically, based on your organization's requirement and preference. APIs related to this endpoint help you configure the settings for automated time tracking.
boolean
Time tracking refers to the process of recording the time agents take to resolve tickets. This information can be recorded manually or automatically, based on your organization's requirement and preference. APIs related to this endpoint help you configure the settings for automated time tracking.
long
ID of the department in which time tracking must be enabled or disabled.
boolean
Key that returns if the time tracked is billable or not.
String
Type of billing configured. Values supported are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
Double
Cost fixed for either billing category - by ticket or by agent.
String
Action that the active timers in the department must perform. Values supported are ADD and DISCARD
Example
{ "ticketPreference" : { "autoTrackAction" : { "fieldUpdate" : true, "onChatComplete" : true, "onRemoteAssist" : true, "commentActions" : true, "approvalActions" : true, "sendReply" : true, "manualDraft" : true, "resolutionActions" : true, "attachmentActions" : true }, "isReviewTime" : "false", "isAutoPause" : "true", "isAutoTimer" : "true", "isHideTimeTracking" : "false" }, "billingType" : "SPECIFIC_COST_PER_AGENT", "activityPreference" : { "isTasksEnabled" : "true", "trackMode" : "CONSECUTIVE", "isEventsEnabled" : "true", "canAutoTrackCalls" : "true" }, "fixedCost" : "1000", "profiles" : [ { "cost" : "100", "id" : "1" }, { "cost" : "200", "id" : "2" } ], "depId" : "1892000000006907", "isTimeTracking" : "true", "timerAction" : "ADD", "isBillable" : true, "agents" : [ { "cost" : "100", "id" : "1" }, { "cost" : "200", "id" : "2" } ] }
This API adds a TimeTracking configuration to your helpdesk.
boolean
requiredTime tracking refers to the process of recording the time agents take to resolve tickets. This information can be recorded manually or automatically, based on your organization's requirement and preference. APIs related to this endpoint help you configure the settings for automated time tracking.
long
requiredID of the department in which time tracking must be enabled or disabled.
boolean
optionalKey that returns if the time tracked is billable or not.
String
optionalType of billing configured. Values supported are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
Double
optionalCost fixed for either billing category - by ticket or by agent.
list
optionalList of agents in the department
list
optionalList of user profiles defined in the department
String
optionalAction that the active timers in the department must perform. Values supported are ADD and DISCARD
list
optionalActivity preference(s)
list
optionalTicket preference(s)
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"ticketPreference" : {
"autoTrackAction" : {
"fieldUpdate" : true,
"onChatComplete" : true,
"onRemoteAssist" : true,
"commentActions" : true,
"approvalActions" : true,
"sendReply" : true,
"manualDraft" : true,
"resolutionActions" : true,
"attachmentActions" : true
},
"isReviewTime" : false,
"isAutoPause" : true,
"isAutoTimer" : true,
"isHideTimeTracking" : false
},
"billingType" : "SPECIFIC_COST_PER_AGENT",
"activityPreference" : {
"isTasksEnabled" : true,
"trackMode" : "CONSECUTIVE",
"isEventsEnabled" : true,
"canAutoTrackCalls" : true
},
"fixedCost" : "1000",
"profiles" : [ {
"cost" : "100",
"id" : "1"
}, {
"cost" : "200",
"id" : "2"
} ],
"depId" : "1892000000006907",
"isTimeTracking" : true,
"isBillable" : true,
"agents" : [ {
"cost" : "100",
"id" : "1"
}, {
"cost" : "200",
"id" : "2"
} ]
}
This API updates an existing TimeTracking configuration.
boolean
optionalTime tracking refers to the process of recording the time agents take to resolve tickets. This information can be recorded manually or automatically, based on your organization's requirement and preference. APIs related to this endpoint help you configure the settings for automated time tracking.
long
optionalID of the department in which time tracking must be enabled or disabled.
boolean
optionalKey that returns if the time tracked is billable or not.
String
optionalType of billing configured. Values supported are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
Double
optionalCost fixed for either billing category - by ticket or by agent.
list
optionalList of agents in the department
list
optionalList of user profiles defined in the department
String
optionalAction that the active timers in the department must perform. Values supported are ADD and DISCARD
list
optionalActivity preference(s)
list
optionalTicket preference(s)
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"ticketPreference" : {
"autoTrackAction" : {
"fieldUpdate" : true,
"onChatComplete" : true,
"onRemoteAssist" : true,
"commentActions" : true,
"approvalActions" : true,
"sendReply" : true,
"manualDraft" : true,
"resolutionActions" : true,
"attachmentActions" : true
},
"isReviewTime" : "false",
"isAutoPause" : "true",
"isAutoTimer" : "true",
"isHideTimeTracking" : "false"
},
"billingType" : "SPECIFIC_COST_PER_AGENT",
"activityPreference" : {
"isTasksEnabled" : "true",
"trackMode" : "CONSECUTIVE",
"isEventsEnabled" : "true",
"canAutoTrackCalls" : "true"
},
"fixedCost" : "1000",
"profiles" : [ {
"cost" : "100",
"id" : "1"
}, {
"cost" : "200",
"id" : "2"
} ],
"depId" : "1892000000006907",
"isTimeTracking" : "true",
"isBillable" : "true",
"agents" : [ {
"cost" : "100",
"id" : "1"
}, {
"cost" : "200",
"id" : "2"
} ]
}
This API fetches the details of the TimeTrack Settings configured in your helpdesk.
long
requiredID of the department
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"ticketPreference" : {
"autoTrackAction" : {
"fieldUpdate" : true,
"onChatComplete" : true,
"onRemoteAssist" : true,
"commentActions" : true,
"approvalActions" : true,
"sendReply" : true,
"manualDraft" : true,
"resolutionActions" : true,
"attachmentActions" : true
},
"isReviewTime" : "false",
"isAutoPause" : "true",
"isAutoTimer" : "true",
"isHideTimeTracking" : "false"
},
"billingType" : "SPECIFIC_COST_PER_AGENT",
"activityPreference" : {
"isTasksEnabled" : "true",
"trackMode" : "CONSECUTIVE",
"isEventsEnabled" : "true",
"canAutoTrackCalls" : "true"
},
"fixedCost" : "1000",
"profiles" : [ {
"cost" : "100",
"id" : "1"
}, {
"cost" : "200",
"id" : "2"
} ],
"depId" : "1892000000006907",
"isTimeTracking" : "true",
"isBillable" : "true",
"agents" : [ {
"cost" : "100",
"id" : "1"
}, {
"cost" : "200",
"id" : "2"
} ]
}
This API fetches the history of changes made to the billing preferences in time tracking settings. The different events supported are BILLING_PREFERENCE_ENABLED, BILLING_PREFERENCE_DISABLED, BILLING_TYPE_SELECTED, BILLING_TYPE_CHANGED, FIXED_COST_ENTERED, FIXED_COST_EDITED, AGENT_ADDED, AGENT_COST_EDITED, AGENT_DELETED, PROFILE_ADDED, PROFILE_COST_EDITED, and PROFILE_DELETED.
long
requiredID of the department from which the history must be fetched.
int
optionalIndex number, starting from which the events must be fetched.
int
optional,Number of events to be fetched.
string
optional,Secondary information related to the time entry. Value supported is owner.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"owner" : [ {
"photoURL" : "'https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20'",
"name" : "meenakshi"
} ],
"modifiedTime" : "2018-02-19T12:53:49.000Z",
"agentId" : "15000000009148",
"name" : "AGENT_DELETED",
"modifiedBy" : "15000000009148"
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166891&nps=404&exp=600'",
"name" : "meenakshi"
},
"modifiedTime" : "2018-02-19T12:53:49.000Z",
"agentId" : "15000000009321",
"cost" : "100",
"name" : "AGENT_ADDED",
"modifiedBy" : "15000000009148",
"modifiedAgent" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
}
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"modifiedTime" : "2018-02-19T12:45:17.000Z",
"agentId" : "15000000009148",
"cost" : "100",
"name" : "AGENT_ADDED",
"modifiedBy" : "15000000009148",
"modifiedAgent" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
}
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"newValue" : "SPECIFIC_COST_PER_AGENT",
"modifiedTime" : "2018-02-19T12:45:17.000Z",
"name" : "BILLING_TYPE_CHANGED",
"modifiedBy" : "15000000009148",
"oldValue" : "FIXED_COST_FOR_TICKETS",
"modifiedAgent" : null
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"modifiedTime" : "2018-02-09T09:09:10.000Z",
"name" : "BILLING_PREFERENCE_ENABLED",
"modifiedBy" : "15000000009148"
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"newValue" : null,
"modifiedTime" : "2018-02-09T09:08:57.000Z",
"name" : "FIXED_COST_ENTERED",
"modifiedBy" : "15000000009148",
"oldValue" : null,
"modifiedAgent" : null
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"newValue" : "FIXED_COST_FOR_TICKETS",
"modifiedTime" : "2018-02-09T09:08:57.000Z",
"name" : "BILLING_TYPE_SELECTED",
"modifiedBy" : "15000000009148",
"oldValue" : null,
"modifiedAgent" : null
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"modifiedTime" : "2018-02-09T07:50:01.000Z",
"name" : "BILLING_PREFERENCE_DISABLED",
"modifiedBy" : "15000000009148",
"modifiedAgent" : null
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"newValue" : "1300",
"modifiedTime" : "2018-02-09T05:13:00.000Z",
"name" : "FIXED_COST_ENTERED",
"modifiedBy" : "15000000009148",
"oldValue" : null,
"modifiedAgent" : null
}, {
"owner" : {
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=5166343&nps=404&exp=20",
"name" : "meenakshi"
},
"newValue" : "FIXED_COST_FOR_AGENTS",
"modifiedTime" : "2018-02-09T05:13:00.000Z",
"name" : "BILLING_TYPE_CHANGED",
"modifiedBy" : "15000000009148",
"oldValue" : "FIXED_COST_FOR_TICKETS",
"modifiedAgent" : null
} ]
}
Views are customized displays of help desk data, which help customer service agents effectively organize their everyday work and deliver better customer service.
This API lists the different views configured for a specific module or for all modules in your help desk portal.
string
required,Module Name (for which the view configured and need to be fetched)
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"isCustomView" : false,
"name" : "All Tasks",
"id" : "4000000007834"
}, {
"isCustomView" : false,
"name" : "My Tasks",
"id" : "4000000007836"
}, {
"isCustomView" : false,
"name" : "My Open Tasks",
"id" : "4000000007838"
}, {
"isCustomView" : false,
"name" : "Completed Tasks",
"id" : "4000000007840"
}, {
"isCustomView" : false,
"name" : "Open Tasks",
"id" : "4000000007842"
}, {
"isCustomView" : false,
"name" : "Overdue Tasks",
"id" : "4000000007844"
}, {
"isCustomView" : false,
"name" : "Todays Tasks",
"id" : "4000000007846"
}, {
"isCustomView" : false,
"name" : "Tomorrows Tasks",
"id" : "4000000007848"
}, {
"isCustomView" : false,
"name" : "Today+Overdue Tasks",
"id" : "4000000007850"
}, {
"isCustomView" : false,
"name" : "Next7days+Overdue Tasks",
"id" : "4000000007852"
} ]
}
This API stars a view, enabling quick access to the view.
long
optionalID of the department in which the view(s) is (are) configured.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
This API unstars a view, disabling quick access to the view.
long
optionalAllowed values are : Valid Department Id.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
This API lists the starred views in a module. Number of resources in the starred view is displayed only for the Tickets module.
string
required,Module associated with the view. Values allowed are:tickets, tasks, contacts, accounts, activities, calls, events or contracts.
long
optionalID of the department in which the view(s) is (are) configured.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"starredViews" : [ {
"isCustomView" : false,
"name" : "All Tickets",
"count" : "40",
"id" : "4000000007834"
}, {
"isCustomView" : false,
"name" : "Open Tickets",
"count" : "22",
"id" : "4000000007844"
} ],
"module" : "tickets"
}
This API helps reorder the starred views in a module.
string
required,Module associated with the view. Values allowed are: tickets, tasks, contacts, accounts, contracts, activities, calls or events.
long
optionalID of the department in which the view(s) is (are) configured.
list
requiredIDs of the starred views.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
This API fetches the view last accessed by the user in the module and department specified in the request.
long
optionalID of the department in which the view(s) is (are) configured.
String
requiredModule associated with the view. Values allowed are:tickets, tasks, contacts, accounts, activities, calls, events or custom module.
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"data" : {
"name" : "My Records",
"id" : "4000000008143"
}
}
This API updates the view last accessed by the user in the module and department specified in the request.
long
optionalID of the department in which the view(s) is (are) configured.
OAuth Scope
Desk.basic.UPDATE
Request Example
Response Example
204
Search helps you find resources in all modules or a specific module in your help desk portal. You can search for multiple resources by separating the values with a comma. Zoho Desk APIs support exact match, wildcard match, empty check and not empty check.
1.Exact match:
Technology will fetch results like Technology is a boon and New technology.Technology is advancing will fetch results where the words appear in that sequence.tech* will retrieve results like tech, technology, and technical.doc and document in the search results, but not donation. This API returns information from all modules or a specific module, based on the value of the module query param.
String
optionalKeyword or phrase to search
String
optionalModule to search in: tickets, accounts, contacts or tasks. The default response includes all modules.
long
optionalID of the department from which the resource must be fetched
int
optional,Index number, starting from which the resources must be searched
int
optional,Number of resources to return in the search result
String
optionalSort by a specific attribute: relevance or modifiedTime
OAuth Scope
Desk.search.READ , Desk.tickets.READ , Desk.contacts.READ , Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"subject" : "Zylker ticket",
"departmentId" : "4000000007043",
"dueDate" : null,
"channel" : "Phone",
"onholdTime" : null,
"sharedDepartments" : [ ],
"closedTime" : null,
"number" : "104",
"contact" : {
"phone" : null,
"mobile" : "9876543210",
"name" : "Stephen",
"id" : "4000000013012",
"type" : null,
"email" : null,
"account" : {
"website" : null,
"name" : "Zylker Accounts",
"id" : "4000000008850"
}
},
"createdTime" : "2016-06-27T07:22:52.000Z",
"id" : "4000000016009",
"department" : {
"name" : "Testing",
"id" : "4000000007043"
},
"email" : null,
"customerResponseTime" : "2016-06-27T07:22:52.117Z",
"cf" : {
"cf_featureRequest" : false,
"cf_region" : "Asia"
},
"productId" : "4000000013043",
"contactId" : "4000000013012",
"module" : "tickets",
"threadCount" : "0",
"team" : {
"name" : "TestingTeam",
"id" : "4000000007235",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/4000000007235/logo?orgId=11278831"
},
"priority" : null,
"assigneeId" : "4000000008692",
"commentCount" : "0",
"phone" : null,
"assignee" : {
"firstName" : "",
"lastName" : "jade",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=10657727",
"emailId" : "jade@zylker.com",
"id" : "4000000008692",
"zuid" : "10657727"
},
"status" : "Open"
}, {
"cf" : {
"cf_followUpDate" : "2016-07-07T19:30:00.000Z",
"cf_severity" : "High"
},
"ticket" : null,
"subject" : "Wifi adapter not working in zylker",
"completedTime" : null,
"module" : "tasks",
"dueDate" : "2016-06-27T19:30:00.000Z",
"description" : null,
"ownerId" : "4000000008692",
"priority" : "High",
"isCommented" : false,
"createdBy" : "4000000008692",
"contact" : null,
"createdTime" : "2016-06-27T06:39:48.000Z",
"id" : "4000000013065",
"assignee" : {
"firstName" : "",
"lastName" : "jade",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=10657727",
"emailId" : "jade@zylker.com",
"id" : "5000000009116",
"zuid" : "10657727"
},
"category" : null,
"department" : {
"name" : "Testing",
"id" : "5000000007235"
},
"ticketId" : null,
"status" : "Not Started"
}, {
"website" : null,
"phone" : null,
"accountName" : "Zylker India",
"customFields" : {
"city" : "Delhi",
"state" : "India"
},
"module" : "accounts",
"id" : "4000000013027",
"email" : null
}, {
"lastName" : "Stephen",
"accountId" : "4000000008850",
"firstName" : "Henry",
"photoURL" : null,
"phone" : null,
"customFields" : {
"customerSince" : "2011",
"editionUsed" : "Professional"
},
"module" : "contacts",
"fullName" : "Henry Stephen",
"id" : "4000000013012",
"ownerId" : "4000000008692",
"email" : null,
"account" : {
"website" : null,
"name" : "Zylker India",
"id" : "4000000008850"
}
} ],
"count" : {
"tickets" : 1,
"accounts" : 1,
"tasks" : 1,
"contacts" : 1
}
}
This API searches for tickets in your help desk. The values can be given comma separated, which denotes the search on the field is done using either of the values given.
Zoho Desk APIs support two types of search:exact match and wildcard match.exact match returns resources only if the value passed exactly matches with a resource in the help desk.wildcard match returns resources even if the value passed partially matches with a resource in the help desk.
To perform wildcard match, append an asterisk (*) after the value to search.
CustomField param Example:
customField1=cf_modelName:F3*
customField2=cf_phone:902*
customField3=cf_permanentAddress: Wall Street*
Note:wildcard match will not be available for the custom fields that are not of type string
Wildcard character question mark (?) is not supported
mobile and phone fields supports asterisk (*) at the beginning
Urlencoded Example:
customField1=cf_modelName%3AF3*
customField2=cf_phone%3A902*
customField3=cf_permanentAddress%3AWall%20Street*
For empty check: email=%24%7Bempty%7D
int
optional,From index, starts from 0
int
optional,No. of entities to fetch
long
optionalID of the department from which the entity must be fetched. if not passed then searches in permitted departments exact match
long
optionalID of the ticket exact match
String
optionalSerial number of the ticket in the help desk exact match
String
optionalsubject of the ticket in the help desk wildcard search
String
optionaldescription of the ticket in the help desk wildcard search
String
optionalStatus of the ticket. Includes the custom statuses that exist in your help desk. example: 1. status=open,in progress 2. status=${open} exact match
String
optionalPriority of the ticket exact match
String
optionalEmail ID in the ticket example: 1. email=jack* 2.email=${notempty} 3.email=${empty} wildcard search empty check not empty check
String
optionalPhone number in the ticket wildcard search empty check not empty check
String
optionalChannel through which the ticket was received exact match empty check not empty check
String
optionalCategory in the ticket wildcard search empty check not empty check
long
optionalID of the agent assigned to resolve the ticket exact match
long
optionalID of the contact who raised the ticket exact match
long
optionalID of the account associated with the ticket exact match
long
optionalID of the product associated with the ticket exact match
String
optionalName of the contact who raised the ticket wildcard search
String
optionalName of the account associated with the ticket wildcard search empty check not empty check
String
optionalName of the product associated with the ticket wildcard search empty check not empty check
String
optionalTag in the ticket wildcard search empty check not empty check
String
optionalFind throughout the ticket wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the ticket’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters tickets in which customer responses were recorded in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, customerResponseTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z2017-11-05T13:15:30.000Z,2018-09-05T13:15:30.000Z
timestamp
optionalKey that filters tickets created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters tickets modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters tickets due in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, dueDateRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime, customerResponseTime, To specify sorting order, use sortBy=-modifiedTime for descending order and sortBy=modifiedTime for ascending order.
OAuth Scope
Desk.search.READ , Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"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",
"isRead" : false,
"channel" : "FORUMS",
"onholdTime" : null,
"description" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"resolution" : null,
"sharedDepartments" : [ {
"name" : "Sample Department Name",
"id" : "1892000000006909",
"type" : "READ_WRITE"
}, {
"name" : "Sample Department Name",
"id" : "1892000000006911",
"type" : "READ_ONLY"
} ],
"closedTime" : null,
"isOverDue" : false,
"contact" : {
"lastName" : "Carol",
"firstName" : "Lucas",
"phone" : "1 888 900 9646",
"mobile" : "9876543456",
"id" : "1892000000042032",
"type" : null,
"email" : "carol@zylker.com",
"account" : {
"website" : "www.desk.com",
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2013-11-04T11:21:07.000Z",
"modifiedBy" : "52338000000043001",
"id" : "1892000000042034",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "carol@zylker.com",
"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",
"lastThread" : {
"channel" : "FEEDBACK",
"isDraft" : false,
"isForward" : false,
"direction" : "in"
},
"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",
"phone" : "1 888 900 9646",
"createdBy" : "52338000000043001",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Cases/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"teamId" : "8920000000069071",
"isEscalated" : false,
"isSpam" : false,
"assignee" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo?orgId=298902",
"emailId" : "jack@zylker.com",
"id" : "1892000000056007",
"zuid" : "640954748"
},
"category" : "general",
"status" : "Open"
} ],
"count" : 1
}
This API searches for accounts in your help desk portal.
int
optional,From index, starts from 0
int
optional,No. of entities to fetch
long
optionalID of the account exact match
String
optionalName of the account wildcard search
String
optionalFind throughout the account wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search e.g customField1=cf_activeAccount:true empty check e.g customField1=cf_activeAccount:${empty} not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check e.g customField2=cf_activeAccount:${notempty}
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the account’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters accounts created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters accounts modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime, accountName To specify sorting order, use sortBy=-modifiedTime for descending order and sortBy=modifiedTime for ascending order.
OAuth Scope
Desk.search.READ , Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Twin",
"lastName" : "john",
"photoURL" : "https://desk.zoho.com/api/v1/agents/52338000000691001/photo?t=user&ID=10657727",
"emailId" : "jade@zylker.com",
"id" : "3263000000057001",
"zuid" : "10657727"
},
"country" : "USA",
"modifiedTime" : "2015-03-02T14:49:18.000Z",
"website" : "www.zylker.com",
"code" : "3211",
"cf" : {
"cf_contactcount" : "1"
},
"accountName" : "Zylker",
"city" : null,
"description" : null,
"industry" : "Automation",
"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" : "support@zylker.com"
} ],
"count" : 1
}
This API searches for contacts in your help desk portal.
int
optional,From index, starts from 0
int
optional,No. of entities to fetch
long
optionalID of the contact exact match
String
optionalFull name of the contact wildcard search
String
optionalFirst name of the contact wildcard search empty check not empty check
String
optionalLast name of the contact wildcard search
String
optionalEmail ID of the contact wildcard search empty check not empty check
String
optionalPhone number of the contact wildcard search empty check not empty check
String
optionalMobile number of the contact wildcard search empty check not empty check
String
optionalName of the account associated with the Contact wildcard search empty check not empty check
String
optionalFind throughout the contact wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search e.g customField1=cf_mappedWithAccount:true empty check e.g customField1=cf_mappedWithAccount:${empty} not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check e.g customField2=cf_mappedWithAccount:${notempty}
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the contact’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters contacts created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters contacts modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime, lastName, firstName To specify sorting order, use sortBy=-modifiedTime for descending order and sortBy=modifiedTime for ascending order.
OAuth Scope
Desk.search.READ , Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"lastName" : "Lawrence",
"modifiedTime" : "2016-05-04T09:57:17.000Z",
"country" : null,
"secondaryEmail" : null,
"city" : null,
"description" : null,
"ownerId" : "1892000000042001",
"type" : null,
"title" : null,
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000042032/photo",
"twitter" : null,
"street" : null,
"createdTime" : "2013-11-04T11:21:07.000Z",
"isEndUser" : "false",
"zohoCRMContact" : {
"id" : "5000000014010",
"type" : "contacts_leads"
},
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"state" : null,
"id" : "1892000000042032",
"email" : "lawrence@zylker.com",
"zip" : null,
"owner" : {
"firstName" : "Twin",
"lastName" : "john",
"photoURL" : null,
"emailId" : "lawrence@zylker.com",
"id" : "1892000000042001",
"zuid" : "14345345"
},
"cf" : {
"cf_permanentaddress" : null,
"cf_lastcontactedon" : null
},
"facebook" : null,
"mobile" : null,
"accountId" : "1892000000975382",
"firstName" : "Jennifer",
"phone" : "1 888 900 9646",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"account" : {
"website" : null,
"accountName" : "Zylker",
"id" : "1892000000975382"
}
} ],
"count" : 1
}
This API searches for help articles in your help desk. The values can be given comma separated, which denotes the search on the field is done using either of the values given.
Zoho Desk APIs support two types of search:exact match and wildcard match.exact match returns resources only if the value passed exactly matches with a resource in the help desk.wildcard match returns resources even if the value passed partially matches with a resource in the help desk.
To perform wildcard match, append an asterisk (*) after the value to search.
int
optional,From index, starts from 0
int
optional,No. of entities to fetch
long
optionalID of the department from which the entity must be fetched. if not passed then searches in permitted departments exact match
long
optionalID of the articles exact match
String
optionaltitle of the help article wildcard search
String
optionalName of the Category wildcard search
long
optionalID of the Category
String
optionalTag in the articles wildcard search empty check not empty check
String
optionalKey that includes all article details for the search wildcard search
timestamp
optionalKey that filters articles created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters articles modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime
OAuth Scope
Desk.search.READ , Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "Help articles are vital resources in user education. They are the first building blocks of an effective self-service setup.",
"modifiedTime" : "2018-07-16T06:48:08.000Z",
"latestVersionStatus" : "Published",
"author" : {
"photoURL" : null,
"name" : "HIll",
"id" : "5000000015935"
},
"creatorId" : "4000000012931",
"modifierId" : "4000000012931",
"dislikeCount" : "1",
"permission" : "AGENTS",
"likeCount" : "2",
"title" : "Importance of a Knowledge Base",
"authorId" : "4000000012931",
"usageCount" : "3",
"latestVersion" : "1.0",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/22372000000281023",
"portalUrl" : "https://desk.zoho.com/portal/zylker/kb/articles/importance-of-knowledge-base",
"feedbackCount" : "1",
"createdTime" : "2018-07-16T06:48:08.000Z",
"latestPublishedVersion" : "1.0",
"viewCount" : "3",
"id" : "22372000000281023",
"permalink" : "importance-of-a-knowledge-base",
"category" : {
"name" : "General",
"id" : "5000000017008"
},
"categoryId" : "4000000013240",
"status" : "Published"
} ],
"count" : 379
}
This API searches for tasks in your help desk portal.
int
optional,From index, starts from 0
int
optional,No. of entities to fetch
long
optionalID of the department from which the entity must be fetched if not passed then searches in permitted departments exact match
long
optionalID of the task exact match
String
optionalsubject of the task in the help desk wildcard search
String
optionalticket Number of the ticket that associated with the task exact match
String
optionalstatus of the task exact match
String
optionalPriority of the task exact match
long
optionalID of the agent assigned to resolve the task exact match
String
optionalFind throughout the task wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the task’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters tasks created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters tasks modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters tasks due in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, dueDateRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime, To specify sorting order, use sortBy=-modifiedTime for descending order and sortBy=modifiedTime for ascending order.
OAuth Scope
Desk.search.READ
, Desk.activities.calls.READ
, Desk.activities.events.READ
, Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2016-09-13T12:14:41.000Z",
"cf" : { },
"ticket" : null,
"subject" : "Bug Fix #121",
"completedTime" : null,
"departmentId" : "3000000007043",
"dueDate" : "2016-09-19T12:27:26.000Z",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : "3000000054002",
"priority" : "High",
"isCommented" : false,
"createdTime" : "2016-08-14T08:27:26.000Z",
"assignee" : {
"firstName" : "",
"lastName" : "jade",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=10657727",
"emailId" : "jade@zylker.com",
"id" : "5000000009116",
"zuid" : "10657727"
},
"id" : "3000000054004",
"department" : {
"name" : "Testing",
"id" : "5000000007235"
},
"category" : null,
"ticketId" : null,
"status" : "Not Started"
} ],
"count" : 1
}
This API searches for calls in your help desk portal. You can pass multiple values by separating them with commas, which denotes the search on the field is done using any of the values passed.
Zoho Desk APIs support two types of search:exact match and wildcard match.exact match returns resources only if the value passed exactly matches with a resource in the help desk.wildcard match returns resources even if the value passed partially matches with a resource in the help desk.
To perform wildcard match, append an asterisk (*) after the value to search.
int
optional,Index number, starting from which the calls must be fetched. for example, from=0
int
optional,Number of calls to fetch
long
optionalID of the department from which the call must be fetched. If a valid ID is not passed, the search is performed in all departments permitted. exact match
long
optionalID of the call exact match
String
optionalsubject of the call wildcard search
String
optionalTicket number of the ticket associated with the call exact match
String
optionalStatus of the call exact match
String
optionalPriority of the call exact match
long
optionalID of the agent assigned to handle the call exact match
String
optionalKey that includes all call details for the search wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the call’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters calls recorded in the help desk in a particular period. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters calls whose details were modified in a particular period. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters calls that were made in a particular period. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, startDateRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime,
OAuth Scope
Desk.search.READ , Desk.calls.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2016-07-26T17:32:11.000Z",
"ticket" : {
"ticketNumber" : "101",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phoneNumber" : "+14246721666",
"id" : "3000000008749"
},
"id" : "3000000008753"
},
"customFields" : { },
"subject" : "New Call",
"completedTime" : "2016-07-26T17:32:11.000Z",
"departmentId" : "3000000007043",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "Normal",
"duration" : "300",
"createdTime" : "2016-07-26T17:32:11.000Z",
"startTime" : "2016-07-25T16:52:11.000Z",
"id" : "3000000018001",
"assignee" : {
"firstName" : "",
"lastName" : "raja",
"photoURL" : null,
"emailId" : "carol@zylker.com",
"id" : "36385000000120033",
"zuid" : "55499215"
},
"ticketId" : "3000000008753",
"direction" : "inbound",
"status" : "completed"
} ],
"count" : 1
}
This API searches for events in your help desk portal. You can pass multiple values by separating them with commas, which denotes the search on the field is done using any of the values passed.
Zoho Desk APIs support two types of search:exact match and wildcard match.exact match returns resources only if the value passed exactly matches with a resource in the help desk.wildcard match returns resources even if the value passed partially matches with a resource in the help desk.
To perform wildcard match, append an asterisk (*) after the value to search.
int
optional,Index number, starting from which the events must be fetched, starts from 0
int
optional,Number of events to fetch
long
optionalID of the department from which the event must be fetched. If a valid ID is not passed, the search is performed in all departments permitted. exact match
long
optionalID of the event exact match
String
optionalSubject of the event wildcard search
String
optionalTicket number of the ticket associated with the event exact match
String
optionalStatus of the event exact match
String
optionalPriority of the event exact match
long
optionalID of the agent assigned to handle the event exact match
String
optionalKey that includes all event details for the search wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the event’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters events recorded in the help desk in a particular period. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters events whose details were modified in a particular period. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters events that occurred in a particular period. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, startDateRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime, To specify sorting order, use sortBy=-modifiedTime for descending order and sortBy=modifiedTime for ascending order.
OAuth Scope
Desk.search.READ , Desk.events.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2016-07-26T17:32:11.000Z",
"ticket" : {
"ticketNumber" : "101",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"id" : "3000000008749"
},
"id" : "3000000008753"
},
"customFields" : { },
"subject" : "New Event",
"completedTime" : "2016-07-26T17:32:11.000Z",
"departmentId" : "3000000007043",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "Normal",
"duration" : "30",
"createdTime" : "2016-07-26T16:32:11.000Z",
"startTime" : "2016-07-26T17:02:11.000Z",
"id" : "3000000018001",
"assignee" : {
"firstName" : "",
"lastName" : "raja",
"photoURL" : null,
"emailId" : "carol@zylker.com",
"id" : "36385000000120033",
"zuid" : "55499215"
},
"category" : "Meeting",
"ticketId" : "3000000008753",
"status" : "completed"
} ],
"count" : 1
}
This API searches for products in your help desk. The values can be given comma separated, which denotes the search on the field is done using either of the values given.
Zoho Desk APIs support two types of search:exact match and wildcard match.exact match returns resources only if the value passed exactly matches with a resource in the help desk.wildcard match returns resources even if the value passed partially matches with a resource in the help desk.
To perform wildcard match, append an asterisk (*) after the value to search.
int
optional,From index, starts from 0
int
optional,No. of entities to fetch
long
optionalID of the department from which the entity must be fetched if not passed then searches in permitted departments exact match
long
optionalID of the Product exact match
String
optionalName of the Product wildcard search
String
optionalCode of the product wildcard search empty check not empty check
long
optionalID of the contact associated with the product exact match
long
optionalID of the account associated with the product exact match
String
optionalSearch throughout the product wildcard search
String
optionalTo find for values in a field, use the format customfield1=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield2=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield3=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield4=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield5=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield6=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield7=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield8=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield9=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format customfield10=Field ApiName:search value. This will match the specified search values with the product’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalKey that filters products created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters products modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime, productName To specify sorting order, use sortBy=-modifiedTime for descending order and sortBy=modifiedTime for ascending order.
OAuth Scope
Desk.search.READ
, Desk.products.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2017-11-02T10:31:35.000Z",
"productCode" : "Search2",
"cf" : {
"cf_productTagName" : null
},
"createdBy" : "5000000009116",
"description" : null,
"createdTime" : "2017-11-02T10:31:35.000Z",
"modifiedBy" : "5000000009116",
"departmentIds" : [ "5000000007235" ],
"id" : "5000000009882",
"productName" : "Search2"
} ],
"count" : 1
}
This API searches for activities in your help desk portal.
int
optional,Index number, starting from which the activities must be fetched, starts from 0
int
optional,Number of activities to list
long
optionalID of the department from which the activity must be fetched. If you do not pass a value for this parameter, the search is performed in all permitted departments. exact match
long
optionalID of the activity exact match
String
optionalSubject of the activity wildcard search
String
optionalSerial number of the ticket associated with the activity exact match
String
optionalCompletion status of the activity exact match
String
optionalPriority of the activity exact match
long
optionalID of the agent assigned to handle the activity exact match
String
optionalKey that searches across all fields in all activities wildcard search
timestamp
optionalKey that filters activities created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
timestamp
optionalKey that filters activities whose details were modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
String
optionalSortBy can be: relevance, modifiedTime, createdTime,
OAuth Scope
Desk.search.READ
, Desk.activities.calls.READ
, Desk.activities.events.READ
, Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.calls.READ
,
Desk.tasks.READ
,
Desk.events.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2016-09-13T12:14:41.000Z",
"ticket" : null,
"customFields" : { },
"subject" : "Bug Fix #121",
"completedTime" : null,
"module" : "task",
"departmentId" : "3000000007043",
"dueDate" : "2016-09-19T12:27:26.000Z",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : "3000000054002",
"priority" : "High",
"isCommented" : false,
"createdTime" : "2016-08-14T08:27:26.000Z",
"assignee" : {
"firstName" : "",
"lastName" : "jade",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=10657727",
"emailId" : "jade@zylker.com",
"id" : "5000000009116",
"zuid" : "10657727"
},
"id" : "3000000054004",
"department" : {
"name" : "Testing",
"id" : "5000000007235"
},
"category" : null,
"ticketId" : null,
"status" : "Not Started"
} ],
"count" : 1
}
This API fetches the records of the specified custom module.
Note:
You can provide up to ten fields in the query parameter from field1 to field10
Example:
Sample params:
form=0
limit=20
sortBy=modifiedTime
field1=doctorName:Kyle
field2=cf_doctor_description:${empty}
Sample params with URL encoding:
field1=doctorName%3AKyle
field2=cf_doctor_description%3A%24%7Bempty%7D
int
optional,The index number, starting from which the records must be fetched. For example, from=0.
int
optional,The end limit for the number of records to be fetched. For example, limit=30
String
optionalTo match throughout the all the fields wildcard search
String
optionalTo find for values in a field, use the format field1=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field2=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field3=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field4=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field5=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field6=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field7=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field8=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field9=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
String
optionalTo find for values in a field, use the format field10=Field ApiName:search value. This will match the specified search values with the record’s field value and retrieve it. wildcard search empty check not empty check
timestamp
optionalRetrieves the records of the custom module based on the specified created time. The time range can be provided in ISO format yyyy-MM-ddThh:mm:ss.SSSZ separated by a comma. for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalRetrieves the records of the custom module based on the specified modified time. The time range can be provided in ISO format yyyy-MM-ddThh:mm:ss.SSSZ separated by a comma. for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
optionalSortBy can be: relevance, modifiedTime, createdTime,
OAuth Scope
Desk.search.READ , Desk.custommodule.READ
Request Example
Response Example
{
"layout" : {
"id" : "1000003000004",
"layoutName" : "Standard - Department1"
},
"owner" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329"
},
"modifiedTime" : "2024-04-22T14:09:41.000Z",
"cf" : {
"cf_doctor_description" : "Doctor 1 description change"
},
"createdBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329"
},
"name" : "Doctor 1",
"createdTime" : "2024-04-22T13:55:53.000Z",
"modifiedBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329"
},
"isPresence" : true,
"id" : "1000003019049",
"department" : {
"name" : "Department1",
"id" : "1000000025632"
}
}
Ticket time entry refers to the time taken by an agent to resolve a ticket.
long
ID of the time entry
long
ID of the ticket
string
Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
ID of the user associated with the time entry
timestamp
Time when work related to the time entry was started.
integer
Number of hours in the time entry.
integer
Number of minutes in the time entry.
integer
Number of seconds in the time entry.
double
Per hour cost of an agent.
double
Additional cost incurred
double
Total cost incurred
double
Fixed cost
string
Description of the time entry
deprecated
list
User-defined fields related to the time entry.
timestamp
Time of creating the ticket time entry
timestamp
Time of modifying the ticket time entry
string
User who created the time entry.
string
User who modified the time entry.
String
Mode configured in time tracking. Supported values are Manual and Auto
boolean
Billing Preference
String
Billing type configured in the time tracking. Possible values are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
long
ID of the invoice related to the time entry
Example
{ "owner" : { "firstName" : "Eswer", "lastName" : "KM", "photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669", "name" : "Eswer KM", "id" : "4000000008688129" }, "secondsSpent" : "0", "parent" : { "ticketNumber" : "1004", "subject" : "Ticket subject", "id" : "4000000031007", "type" : "TICKETS" }, "cf" : { }, "executedTime" : null, "departmentId" : "4000000008694", "fixedCost" : null, "minutesSpent" : "0", "creatorId" : "4000000008688", "agentCostPerHour" : null, "description" : "Time Entry description", "hoursSpent" : "2", "ownerId" : "4000000008688", "isBillable" : true, "mode" : "MANUAL", "isTrashed" : "false", "billingType" : "FIXED_COST_FOR_TICKETS", "createdTime" : "2016-05-30T09:58:08.149Z", "invoiceId" : "4000000008688123", "id" : "4000000033010", "requestChargeType" : "Product Consultation", "additionalCost" : null, "totalCost" : null }
This API fetches a time entry recorded for a ticket.
string
optional,Secondary information related to the time entry. Value supported is owner.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"secondsSpent" : "21",
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"departmentId" : "4000000008694",
"fixedCost" : null,
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "4000000008688123",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API lists the time entries associated with a ticket.
string
optional,Module from which the time entries must be fetched. Values allowed are tickets and tasks.
integer
optionalIndex number, starting from which the time entries must be fetched
integer
optional,Number of time entries to fetch
String
optionalKey that sorts the time entries in ascending or descending order, based on the executedTime attribute. Values allowed are ASC (default) and DESC.
string
optional,Secondary information related to the time entry. Value supported is owner.
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
timestamp
optionalKey that filters time entries created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
timestamp
optionalKey that filters time entries whose details were modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "4000000008688123",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"cf" : {
"cf_timeentryname" : "time2"
},
"executedTime" : "2016-06-24T19:30:00.000Z",
"departmentId" : "4000000008694",
"fixedCost" : null,
"minutesSpent" : "34",
"creatorId" : "4000000008692",
"agentCostPerHour" : "10.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000012090",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:46:39.000Z",
"invoiceId" : "4000000008688123",
"id" : "4000000033006",
"requestChargeType" : "Product Consultation",
"additionalCost" : "10.0",
"totalCost" : "45.72"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "22",
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"cf" : {
"cf_timeentryname" : "time3"
},
"executedTime" : "2016-06-13T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "22",
"creatorId" : "4000000008692",
"agentCostPerHour" : "20.0",
"description" : "Time Entry description",
"hoursSpent" : "32",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:49:52.000Z",
"invoiceId" : "4000000008688123",
"id" : "4000000033011",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "657.46"
} ]
}
This API adds a time entry in your help desk
string
optional,Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
optionalID of the user associated with the time entry
timestamp
requiredTime when work related to the time entry was started.
integer
optionalNumber of hours in the time entry.
integer
optionalNumber of minutes in the time entry.
integer
optionalNumber of seconds in the time entry.
double
optionalPer hour cost of an agent.
double
optionalAdditional cost incurred
double
optionalFixed cost
string
optional,Description of the time entry
deprecatedlist
optionalUser-defined fields related to the time entry.
JSONObject
optionalUser-defined fields related to the time entry.
String
optionalMode configured in time tracking. Supported values are Manual and Auto
boolean
optionalBilling Preference
long
optionalID of the invoice related to the time entry
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"cf" : {
"cf_timeentryname" : "time2"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-21T05:52:00.828Z",
"invoiceId" : "4000000008688123",
"id" : "4000000045001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API updates an existing ticket time entry
string
optional,Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
optionalID of the user associated with the time entry
timestamp
optionalTime when work related to the time entry was started.
integer
optionalNumber of hours in the time entry.
integer
optionalNumber of minutes in the time entry.
integer
optionalNumber of seconds in the time entry.
double
optionalPer hour cost of an agent.
double
optionalAdditional cost incurred
double
optionalFixed cost
string
optional,Description of the time entry
deprecatedlist
optionalUser-defined fields related to the time entry.
JSONObject
optionalUser-defined fields related to the time entry.
String
optionalMode configured in time tracking. Supported values are Manual and Auto
boolean
optionalBilling Preference
long
optionalID of the invoice related to the time entry
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1004",
"associatedTicketId" : "4000000031007",
"subject" : "Task subject",
"id" : "4000000031008",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-21T05:52:00.000Z",
"invoiceId" : "4000000008688123",
"id" : "4000000045001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API deletes a time entry recorded for a ticket
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API fetches the sum of time entries associated with a ticket.
string
optional,Module from which the time entries must be fetched. Values allowed are tickets and tasks.
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalMins" : 5,
"totalHours" : 12,
"totalCosts" : 1000,
"totalSeconds" : 24
}
This API fetches time entries for a ticket created after recently modified time of the given billing type from your help desk
String
requiredAllowed values are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT SPECIFIC_COST_PER_PROFILE
integer
optionalIndex number, starting from which the time entries must be fetched
integer
optional,Number of time entries to fetch
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "0",
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"cf" : { },
"executedTime" : null,
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "0",
"agentCostPerHour" : null,
"description" : null,
"hoursSpent" : "0",
"ownerId" : "15000000009148",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"createdBy" : "15000000009148",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2018-01-10T18:45:17.000Z",
"invoiceId" : "4000000008688123",
"id" : "15000000031007",
"requestChargeType" : "Customer Service",
"additionalCost" : null,
"totalCost" : "0.0"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "0",
"parent" : {
"ticketNumber" : "1004",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"cf" : { },
"executedTime" : "2017-12-20T18:09:20.000Z",
"departmentId" : "4000000008694",
"fixedCost" : null,
"minutesSpent" : "0",
"agentCostPerHour" : null,
"description" : "Dummy#2",
"hoursSpent" : "1",
"ownerId" : "15000000009148",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"createdBy" : "15000000009148",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2018-01-10T15:20:47.000Z",
"invoiceId" : "4000000008688123",
"id" : "15000000029314",
"requestChargeType" : "Upgrade Request",
"additionalCost" : null,
"totalCost" : "0.0"
} ]
}
Often, customer support agents do not have the authority to make decisions related to ticket resolution. When the intervention of a support manager or any other higher authority is required in the decision-making process, the agent can submit the ticket for approval.
string
Subject of the approval
string
Status of the approval
String
Description of the approval
timestamp
Time when the approval was requested
timestamp
Time when the approval was processed
long
ID of the approval
Example
{ "approver" : { "firstName" : "", "lastName" : "Saranraj", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000013292/photo", "id" : "5000000013292", "email" : null }, "requester" : { "firstName" : "", "lastName" : "Smith", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo", "id" : "5000000012902", "email" : null }, "requestedTime" : "2018-06-18T14:22:21.871Z", "subject" : "saran test approval", "description" : "", "id" : "5000000026001", "status" : "Pending", "processedTime" : null }
This API lists the approvals submitted in your help desk.
integer
optionalIndex number starting from which the approvals must be fetched
integer
optional,Number of approvals to fetch
string
optional,Key that filters the approvals by status
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"approver" : {
"firstName" : "",
"lastName" : "raj",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000015001/photo",
"id" : "4000000015001",
"email" : "carol@zylker.com"
},
"requester" : {
"firstName" : "",
"lastName" : "saran",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000012629/photo",
"id" : "4000000012629",
"email" : "carol@zylker.com"
},
"requestedTime" : "2016-06-21T13:16:14.000Z",
"subject" : "Testing",
"description" : "testing",
"id" : "1892000001054081",
"status" : "Approved",
"processedTime" : "2018-02-07T10:12:35.000Z"
} ]
}
This API fetches the details of an approval.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"approver" : {
"firstName" : "saran",
"lastName" : "raj",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000015001/photo",
"id" : "4000000015001",
"email" : null
},
"requester" : {
"firstName" : "aravind",
"lastName" : "a",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000012629/photo",
"id" : "4000000012629",
"email" : null
},
"requestedTime" : "2016-06-21T13:16:14.000Z",
"subject" : "Testing",
"processedTime " : "2018-02-07T10:12:35.000Z",
"description" : "testing",
"id" : "1892000001054081",
"status" : "Rejected"
}
This API creates an approval in your help desk.
list
requiredIDs of users to whom the approval must be submitted
string
required,Subject of the approval
string
optional,Status of the approval
String
optionalDescription of the approval
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
{
"approvals" : [ {
"approver" : {
"firstName" : "saran",
"lastName" : "raj",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000015001/photo",
"id" : "4000000015001",
"email" : null
},
"requester" : {
"firstName" : "aravind",
"lastName" : "a",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000012629/photo",
"id" : "4000000012629",
"email" : null
},
"requestedTime" : "2016-06-21T13:16:14.000Z",
"subject" : "Testing",
"description" : "testing",
"id" : "1892000001054081",
"status" : "PENDING",
"processedTime" : null
} ]
}
This API updates the details of an existing ticket approval.
list
optionalIDs of users to whom the approval must be submitted
string
optional,Subject of the approval
string
optional,Status of the approval
String
optionalDescription of the approval
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"approver" : {
"firstName" : "saran",
"lastName" : "raj",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000015001/photo",
"id" : "4000000015001",
"email" : null
},
"requester" : {
"firstName" : "aravind",
"lastName" : "a",
"photoUrl" : "https://desk.zoho.com/api/v1/agent/4000000012629/photo",
"id" : "4000000012629",
"email" : null
},
"requesterId" : "1892000000042001",
"requestedTime" : "2016-06-21T13:16:14.000Z",
"approverId" : "1892000000042001",
"subject" : "Testing",
"description" : "testing",
"id" : "1892000001054081",
"status" : "Approved",
"processedTime" : "2018-02-07T10:12:35.000Z"
}
Tasks Time Entry refers to the time taken by an agent to complete a task.
long
ID of the time entry
long
ID of the ticket
string
Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
ID of the user associated with the time entry
timestamp
Time when work related to the time entry was started.
integer
Number of hours in the time entry.
integer
Number of minutes in the time entry.
integer
Number of seconds in the time entry.
double
Per hour cost of an agent.
double
Additional cost incurred
double
Total cost incurred
double
Fixed cost
string
Description of the time entry
deprecated
list
User-defined fields related to the time entry.
timestamp
Time of creating the ticket time entry
timestamp
Time of modifying the ticket time entry
string
User who created the time entry.
string
User who modified the time entry.
String
Mode configured in time tracking. Supported values are Manual and Auto
boolean
Billing Preference
String
Billing type configured in the time tracking. Possible values are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
long
ID of the invoice related to the time entry
Example
{ "owner" : { "firstName" : "Eswer", "lastName" : "KM", "photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669", "name" : "Eswer KM", "id" : "4000000008688129" }, "secondsSpent" : "0", "parent" : { "ticketNumber" : "1003", "associatedTicketId" : "4000000030017", "subject" : "Tasks subject", "id" : "4000000031014", "type" : "TASKS" }, "cf" : { }, "executedTime" : null, "fixedCost" : null, "departmentId" : "4000000008694", "minutesSpent" : "0", "creatorId" : "4000000008688", "agentCostPerHour" : null, "description" : "Time Entry description", "hoursSpent" : "2", "ownerId" : "4000000008688", "isBillable" : true, "mode" : "MANUAL", "isTrashed" : "false", "billingType" : "FIXED_COST_FOR_TICKETS", "createdTime" : "2016-05-30T09:58:08.149Z", "invoiceId" : "40000000086881212", "id" : "4000000033010", "requestChargeType" : "Product Consultation", "additionalCost" : null, "totalCost" : null }
This API fetches a time entry recorded for a task.
string
optional,Secondary information related to the time entry. Value supported is owner.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1003",
"associatedTicketId" : "4000000030017",
"subject" : "Tasks subject",
"id" : "4000000031014",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"departmentId" : "4000000008694",
"fixedCost" : null,
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API lists the time entries associated with a task.
integer
optionalIndex number, starting from which the time entries must be fetched
integer
optional,Number of time entries to fetch
String
optionalKey that sorts the time entries in ascending or descending order, based on the executedTime attribute. Values allowed are ASC (default) and DESC.
string
optional, Secondary information related to the time entry. Value supported is owner.
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
timestamp
optionalKey that filters time entries created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
timestamp
optionalKey that filters time entries whose details were modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1003",
"associatedTicketId" : "4000000030017",
"subject" : "Tasks subject",
"id" : "4000000031014",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1003",
"associatedTicketId" : "4000000030017",
"subject" : "Tasks subject",
"id" : "4000000031014",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time2"
},
"executedTime" : "2016-06-24T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "34",
"creatorId" : "4000000008692",
"agentCostPerHour" : "10.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000012090",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:46:39.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033006",
"requestChargeType" : "Product Consultation",
"additionalCost" : "10.0",
"totalCost" : "45.72"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "22",
"parent" : {
"ticketNumber" : "1003",
"associatedTicketId" : "4000000030017",
"subject" : "Tasks subject",
"id" : "4000000031014",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time3"
},
"executedTime" : "2016-06-13T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "22",
"creatorId" : "4000000008692",
"agentCostPerHour" : "20.0",
"description" : "Time Entry description",
"hoursSpent" : "32",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:49:52.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033011",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "657.46"
} ]
}
This API creates a time entry in your help desk
string
optional,Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
optionalID of the user associated with the time entry
timestamp
requiredTime when work related to the time entry was started.
integer
optionalNumber of hours in the time entry.
integer
optionalNumber of minutes in the time entry.
integer
optionalNumber of seconds in the time entry.
double
optionalPer hour cost of an agent.
double
optionalAdditional cost incurred
double
optionalFixed cost
string
optional,Description of the time entry
deprecatedlist
optionalUser-defined fields related to the time entry.
JSONObject
optionalUser-defined fields related to the time entry.
String
optionalMode configured in time tracking. Supported values are Manual and Auto
boolean
optionalBilling Preference
long
optionalID of the invoice related to the time entry
OAuth Scope
Desk.activities.CREATE
, Desk.activities.tasks.CREATE
,
Desk.tasks.CREATE
Request Example
Response Example
{
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1003",
"associatedTicketId" : "4000000030017",
"subject" : "Tasks subject",
"id" : "4000000031014",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time2"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-21T05:52:00.828Z",
"invoiceId" : "40000000086881212",
"id" : "4000000045001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API updates details of an existing time entry.
string
optional,Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
optionalID of the user associated with the time entry
timestamp
optionalTime when work related to the time entry was started.
integer
optionalNumber of hours in the time entry.
integer
optionalNumber of minutes in the time entry.
integer
optionalNumber of seconds in the time entry.
double
optionalPer hour cost of an agent.
double
optionalAdditional cost incurred
double
optionalFixed cost
string
optional,Description of the time entry
deprecatedlist
optionalUser-defined fields related to the time entry.
JSONObject
optionalUser-defined fields related to the time entry.
String
optionalMode configured in time tracking. Supported values are Manual and Auto
boolean
optionalBilling Preference
long
optionalID of the invoice related to the time entry
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1003",
"associatedTicketId" : "4000000030017",
"subject" : "Tasks subject",
"id" : "4000000031014",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-21T05:52:00.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000045001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API deletes a time entry recorded for a task.
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
200
This API fetches the sum of time entries associated with a task.
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"totalMins" : 5,
"totalHours" : 12,
"totalCosts" : 1000,
"totalSeconds" : 24
}
Agent time entry refers to the time taken by an agent to resolve a ticket or perform a task.
long
ID of the time entry
long
ID of the ticket
string
Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
ID of the user associated with the time entry
timestamp
Time when work related to the time entry was started.
integer
Number of hours in the time entry.
integer
Number of minutes in the time entry.
integer
Number of seconds in the time entry.
double
Per hour cost of an agent.
double
Additional cost incurred
double
Total cost incurred
double
Fixed cost
string
Description of the time entry
deprecated
list
User-defined fields related to the time entry.
timestamp
Time of creating the ticket time entry
timestamp
Time of modifying the ticket time entry
string
User who created the time entry.
string
User who modified the time entry.
String
Mode configured in time tracking. Supported values are Manual and Auto
boolean
Billing Preference
String
Billing type configured in the time tracking. Possible values are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
long
ID of the invoice related to the time entry
Example
{ "owner" : { "firstName" : "Eswer", "lastName" : "KM", "photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669", "name" : "Eswer KM", "id" : "4000000008688129" }, "secondsSpent" : "0", "parent" : { "ticketNumber" : "1001", "subject" : "Ticket subject", "id" : "4000000031007", "type" : "TICKETS" }, "cf" : { }, "executedTime" : null, "fixedCost" : null, "departmentId" : "4000000008694", "minutesSpent" : "0", "creatorId" : "4000000008688", "agentCostPerHour" : null, "description" : "Time Entry description", "hoursSpent" : "2", "ownerId" : "4000000008688", "isBillable" : true, "mode" : "MANUAL", "isTrashed" : "false", "billingType" : "FIXED_COST_FOR_TICKETS", "createdTime" : "2016-05-30T09:58:08.149Z", "invoiceId" : "40000000086881212", "id" : "4000000033010", "requestChargeType" : "Product Consultation", "additionalCost" : null, "totalCost" : null }
This API fetches a time entry related to an agent.
string
optional,Secondary information related to the time entry. Value supported is owner.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031007",
"subject" : "Task subject",
"id" : "4000000031010",
"type" : "TASKS"
},
"cf" : {
"cf_timeentryname" : "time1"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}
This API lists the time entries associated with an agent.
string
optional,Module from which the time entries must be fetched. Values allowed are tickets and tasks.
long
optionalID of the department
integer
optionalIndex number, starting from which the time entries must be fetched
integer
optional,Number of time entries to fetch
String
optionalKey that sorts the time entries in ascending or descending order, based on the executedTime attribute. Values allowed are ASC (default) and DESC.
string
optional,Secondary information related to the time entry. Value supported is owner.
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
timestamp
optionalKey that filters time entries created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
timestamp
optionalKey that filters time entries whose details were modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031007",
"subject" : "Task subject",
"id" : "4000000031010",
"type" : "TASKS"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031007",
"subject" : "Task subject",
"id" : "4000000031010",
"type" : "TASKS"
},
"executedTime" : "2016-06-24T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "34",
"creatorId" : "4000000008692",
"agentCostPerHour" : "10.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000012090",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:46:39.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033006",
"requestChargeType" : "Product Consultation",
"additionalCost" : "10.0",
"totalCost" : "45.72"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "22",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031007",
"subject" : "Task subject",
"id" : "4000000031010",
"type" : "TASKS"
},
"executedTime" : "2016-06-13T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "22",
"creatorId" : "4000000008692",
"agentCostPerHour" : "20.0",
"description" : "Time Entry description",
"hoursSpent" : "32",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:49:52.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033011",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "657.46"
} ]
}
This API fetches the sum of time entries associated with an agent.
string
optional,Module Preference. It can be either tickets tasks
long
optionalID of the department
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"totalMins" : 5,
"totalHours" : 12,
"totalCosts" : 1000,
"totalSeconds" : 24
}
Contact time entry refers to the time taken to resolve a ticket or perform a task related to a particular contact.
long
ID of the time entry
long
ID of the ticket
string
Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
ID of the user associated with the time entry
timestamp
Time when work related to the time entry was started.
integer
Number of hours in the time entry.
integer
Number of minutes in the time entry.
integer
Number of seconds in the time entry.
double
Per hour cost of an agent.
double
Additional cost incurred
double
Total cost incurred
double
Fixed cost
string
Description of the time entry
deprecated
list
User-defined fields related to the time entry.
timestamp
Time of creating the ticket time entry
timestamp
Time of modifying the ticket time entry
string
User who created the time entry.
string
User who modified the time entry.
String
Mode configured in time tracking. Supported values are Manual and Auto
boolean
Billing Preference
String
Billing type configured in the time tracking. Possible values are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
long
ID of the invoice related to the time entry
Example
{ "owner" : { "firstName" : "Eswer", "lastName" : "KM", "photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669", "name" : "Eswer KM", "id" : "4000000008688129" }, "secondsSpent" : "0", "parent" : { "ticketNumber" : "1001", "subject" : "Ticket subject", "id" : "4000000031007", "type" : "TICKETS" }, "cf" : { }, "executedTime" : null, "fixedCost" : null, "departmentId" : "4000000008694", "minutesSpent" : "0", "agentCostPerHour" : null, "description" : "Time Entry description", "hoursSpent" : "2", "ownerId" : "4000000008688", "isBillable" : true, "mode" : "MANUAL", "isTrashed" : "false", "billingType" : "FIXED_COST_FOR_TICKETS", "createdTime" : "2016-05-30T09:58:08.149Z", "invoiceId" : "40000000086881212", "id" : "4000000033010", "requestChargeType" : "Product Consultation", "additionalCost" : null, "totalCost" : null }
This API lists time entries recorded for a ticket or task related to a contact.
string
optional, Module from which the time entries must be fetched. Values allowed are tickets and tasks.
long
optionalID of the department
integer
optionalIndex number, starting from which the time entries must be fetched.
integer
optional,Number of time entries to fetch
String
optionalKey that sorts the time entries in ascending or descending order, based on the executedTime attribute. Values allowed are ASC (default) and DESC.
string
optional,Secondary information related to the time entry. Value supported is owner
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
timestamp
optionalKey that filters time entries created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
timestamp
optionalKey that filters time entries whose details were modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031014",
"subject" : "Task subject",
"id" : "4000000031007",
"type" : "TASKS"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"executedTime" : "2016-06-24T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "34",
"agentCostPerHour" : "10.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000012090",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:46:39.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033006",
"requestChargeType" : "Product Consultation",
"additionalCost" : "10.0",
"totalCost" : "45.72"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "22",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031014",
"subject" : "Tasks subject",
"id" : "4000000031007",
"type" : "TASKS"
},
"executedTime" : "2016-06-13T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "22",
"agentCostPerHour" : "20.0",
"description" : "Time Entry description",
"hoursSpent" : "32",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:49:52.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033011",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "657.46"
} ]
}
This API fetches summation of time entries for a contact from your help desk
string
optional,Module Preference. It can be either tickets tasks
long
optionalID of the department
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"totalMins" : 5,
"totalHours" : 12,
"totalCosts" : 1000,
"totalSeconds" : 24
}
Account time entry refers to the time taken to resolve a ticket or perform a task related to a particular account.
long
ID of the time entry
long
ID of the ticket
string
Type of request in the ticket. Values supported are Customer Service, Upgrade Request, Product Consultation, and Support and Maintenance.
long
ID of the user associated with the time entry
timestamp
Time when work related to the time entry was started.
integer
Number of hours in the time entry.
integer
Number of minutes in the time entry.
integer
Number of seconds in the time entry.
double
Per hour cost of an agent.
double
Additional cost incurred
double
Total cost incurred
double
Fixed cost
string
Description of the time entry
deprecated
list
User-defined fields related to the time entry.
timestamp
Time of creating the ticket time entry
timestamp
Time of modifying the ticket time entry
string
User who created the time entry.
string
User who modified the time entry.
String
Mode configured in time tracking. Supported values are Manual and Auto
boolean
Billing Preference
String
Billing type configured in the time tracking. Possible values are FIXED_COST_FOR_TICKETS FIXED_COST_FOR_AGENTS SPECIFIC_COST_PER_AGENT and SPECIFIC_COST_PER_PROFILE
long
ID of the invoice related to the time entry
Example
{ "owner" : { "firstName" : "Eswer", "lastName" : "KM", "photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669", "name" : "Eswer KM", "id" : "4000000008688129" }, "secondsSpent" : "0", "parent" : { "ticketNumber" : "1001", "subject" : "Ticket subject", "id" : "4000000031007", "type" : "TICKETS" }, "cf" : { }, "executedTime" : null, "fixedCost" : null, "departmentId" : "4000000008694", "minutesSpent" : "0", "creatorId" : "4000000008688", "agentCostPerHour" : null, "description" : "Time Entry description", "hoursSpent" : "2", "ownerId" : "4000000008688", "isBillable" : true, "mode" : "MANUAL", "isTrashed" : "false", "billingType" : "FIXED_COST_FOR_TICKETS", "createdTime" : "2016-05-30T09:58:08.149Z", "invoiceId" : "40000000086881212", "id" : "4000000033010", "requestChargeType" : "Product Consultation", "additionalCost" : null, "totalCost" : null }
This API lists time entries recorded for a ticket or task related to an account.
string
optional,Module from which the time entries must be fetched. Values allowed are tickets and tasks.
long
optionalID of the department
integer
optionalIndex number, starting from which the time entries must be fetched
integer
optional,Number of time entries to fetch
String
optionalKey that sorts the time entries in ascending or descending order, based on the executedTime attribute. Values allowed are ASC (default) and DESC@
string
optional,Secondary information related to the time entry. Value supported is owner
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
timestamp
optionalKey that filters time entries created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
timestamp
optionalKey that filters time entries whose details were modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031014",
"subject" : "Task subject",
"id" : "4000000031007",
"type" : "TASKS"
},
"executedTime" : "2016-06-22T20:30:00.000Z",
"fixedCost" : "10.17",
"departmentId" : "4000000008694",
"minutesSpent" : "23",
"creatorId" : "4000000008692",
"agentCostPerHour" : "3.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:24:44.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033001",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "20.17"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688129"
},
"secondsSpent" : "21",
"parent" : {
"ticketNumber" : "1001",
"associatedTicketId" : "4000000031014",
"subject" : "Task subject",
"id" : "4000000031007",
"type" : "TASKS"
},
"executedTime" : "2016-06-24T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "34",
"creatorId" : "4000000008692",
"agentCostPerHour" : "10.0",
"description" : "Time Entry description",
"hoursSpent" : "3",
"ownerId" : "4000000012090",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:46:39.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033006",
"requestChargeType" : "Product Consultation",
"additionalCost" : "10.0",
"totalCost" : "45.72"
}, {
"owner" : {
"firstName" : "Eswer",
"lastName" : "KM",
"photoURL" : "https://contacts.zoho.com/file?t=user&ID=4851669",
"name" : "Eswer KM",
"id" : "4000000008688128"
},
"secondsSpent" : "22",
"parent" : {
"ticketNumber" : "1001",
"subject" : "Ticket subject",
"id" : "4000000031007",
"type" : "TICKETS"
},
"executedTime" : "2016-06-13T19:30:00.000Z",
"fixedCost" : null,
"departmentId" : "4000000008694",
"minutesSpent" : "22",
"creatorId" : "4000000008692",
"agentCostPerHour" : "20.0",
"description" : "Time Entry description",
"hoursSpent" : "32",
"ownerId" : "4000000008692",
"isBillable" : true,
"mode" : "MANUAL",
"isTrashed" : "false",
"billingType" : "FIXED_COST_FOR_TICKETS",
"createdTime" : "2016-06-16T07:49:52.000Z",
"invoiceId" : "40000000086881212",
"id" : "4000000033011",
"requestChargeType" : "Customer Service",
"additionalCost" : "10.0",
"totalCost" : "657.46"
} ]
}
This API fetches summation of time entries for an account from your help desk
string
optional,Module Preference. It can be either tickets tasks
long
optionalID of the department
String
optionalKey that filters time entries, based on their billing status: nonBillable , billable or billed
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"totalMins" : 5,
"totalHours" : 12,
"totalCosts" : 1000,
"totalSeconds" : 24
}
Ticket timer is a feature that records the time an agent spends on resolving a ticket.
integer
No. of hours spent
integer
No. of minutes spent
integer
No. of seconds spent
integer
State of the timer. States can be RUNNING, PAUSED, INIT
Example
{ "hours" : 0, "seconds" : 26, "minutes" : 5, "state" : "RUNNING" }
This API fetches the time elapsed in the ticket timer, along with the current state
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"hours" : 0,
"seconds" : 26,
"minutes" : 5,
"state" : "RUNNING"
}
This API performs timer-related actions, such as START, STOP, PAUSE and RESUMEÂ
String
required Action of the timer.Supported actions are START, STOP, PAUSE and RESUME
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"hours" : 0,
"seconds" : 0,
"minutes" : 0,
"state" : "RUNNING"
}
Task timer is the feature that records the time an agent spends on completing a task.
integer
No. of hours spent
integer
No. of minutes spent
integer
No. of seconds spent
integer
State of the timer. States can be RUNNING, PAUSED, INIT
Example
{ "hours" : 0, "seconds" : 26, "minutes" : 5, "state" : "RUNNING" }
This API fetches the time elapsed in the task timer, along with the current state
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"hours" : 0,
"seconds" : 26,
"minutes" : 5,
"state" : "RUNNING"
}
This API performs timer-related actions, such as START, STOP, PAUSE and RESUME
String
required Action of the timer.Supported actions are START, STOP, PAUSE and RESUME
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"hours" : 0,
"seconds" : 0,
"minutes" : 0,
"state" : "RUNNING"
}
Active timer will fetch currently active [either running (or) paused] timer(s) details
Example
{ "timer" : { "hours" : 93, "seconds" : 9, "minutes" : 6, "state" : "Init | Running | Paused" }, "task" : { "subject" : "New Testing Task", "dueDate" : "2017-08-22 16:16:16", "depId" : "7000000016007", "id" : "7000000020001", "depName" : "AutomationCheck2", "status" : "In Progress" }, "ticket" : { "ticketNumber" : "101", "subject" : "Sample", "dueDate" : "2017-08-22 16:16:16", "depId" : "7000000016005", "id" : "7000000009092", "depName" : "AutomationCheck2", "status" : "Open" }, "entity" : "Tasks" }
This API fetches currently running timer details for an agent
Integer
optional,limit
Integer
optionalfrom
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"timer" : {
"hours" : 3,
"seconds" : 30,
"minutes" : 6,
"state" : "RUNNING"
},
"task" : {
"subject" : "Bug Fix #120",
"dueDate" : "2018-07-21 16:16:16.0",
"depId" : "7000000016005",
"id" : "7000000016001",
"depName" : "activitycheck",
"status" : "In Progress"
},
"ticket" : {
"ticketNumber" : 101,
"subject" : "Here's your first ticket.",
"dueDate" : "2018-05-10 14:49:45.0",
"depId" : "7000000016005",
"id" : "7000000013018",
"depName" : "activitycheck",
"status" : "Open"
},
"entity" : "Tasks"
}, {
"call" : {
"subject" : "Firt Call",
"dueDate" : "2018-07-21 16:16:16.0",
"depId" : "7000000016005",
"id" : "7000000016002",
"depName" : "activitycheck",
"status" : "In Progress"
},
"timer" : {
"hours" : 3,
"seconds" : 37,
"minutes" : 7,
"state" : "RUNNING"
},
"ticket" : {
"ticketNumber" : 101,
"subject" : "Here's your first ticket.",
"dueDate" : "2018-05-10 14:49:45.0",
"depId" : "7000000016005",
"id" : "7000000013018",
"depName" : "activitycheck",
"status" : "Open"
},
"entity" : "Calls"
}, {
"timer" : {
"hours" : 3,
"seconds" : 59,
"minutes" : 7,
"state" : "RUNNING"
},
"ticket" : {
"ticketNumber" : 101,
"subject" : "Here's your first ticket.",
"dueDate" : "2018-05-10 14:49:45.0",
"depId" : "7000000016007",
"id" : "7000000013018",
"depName" : "activitycheck",
"status" : "Open"
},
"event" : {
"subject" : "First Event",
"dueDate" : "2018-07-21 16:16:16.0",
"depId" : "7000000016005",
"id" : "7000000016003",
"depName" : "activitycheck",
"status" : "In Progress"
},
"entity" : "Events"
}, {
"timer" : {
"hours" : 3,
"seconds" : 4,
"minutes" : 8,
"state" : "RUNNING"
},
"ticket" : {
"ticketNumber" : 101,
"subject" : "Here's your first ticket.",
"dueDate" : "2018-05-10 14:49:45.0",
"id" : "7000000013018",
"depName" : "activitycheck",
"status" : "Open"
},
"entity" : "Tickets"
} ]
}
This API fetches the details of timers currently active in a ticket.
integer
optionalIndex number, starting from which the timers must be fetched
integer
optional,Number of timers to fetch
string
optional,Secondary information related to the timers. Value supported is owner.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Sam",
"lastName" : "Jones",
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=56934690&nps=404&exp=20",
"name" : "Sam Jones",
"id" : "7000000020001"
},
"timer" : {
"hours" : 93,
"seconds" : 9,
"minutes" : 6,
"state" : "Running"
},
"userId" : "7000000020001"
}, {
"owner" : {
"firstName" : "Robert",
"lastName" : "Downey",
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=56934690&nps=404&exp=20",
"name" : "Robert Downey",
"id" : "7000000030001"
},
"timer" : {
"hours" : 19,
"seconds" : 24,
"minutes" : 9,
"state" : "Paused"
},
"userId" : "7000000030001"
} ]
}
This API fetches the details of timers currently active in a task.
integer
optionalIndex number, starting from which the timers must be fetched
integer
optional,Number of timers to fetch
string
optional,Secondary information related to the timers. Value supported is owner.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"owner" : {
"firstName" : "Sam",
"lastName" : "Jones",
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=56934690&nps=404&exp=20",
"name" : "Sam Jones",
"id" : "7000000020001"
},
"timer" : {
"hours" : 93,
"seconds" : 9,
"minutes" : 6,
"state" : "Running"
},
"userId" : "7000000020001"
}, {
"owner" : {
"firstName" : "Robert",
"lastName" : "Downey",
"photoURL" : "https://contacts.zoho.com/file?t=user&fs=thumb&ID=56934690&nps=404&exp=20",
"name" : "Robert Downey",
"id" : "7000000030001"
},
"timer" : {
"hours" : 19,
"seconds" : 24,
"minutes" : 9,
"state" : "Paused"
},
"userId" : "7000000030001"
} ]
}
Ticket tags refer to the keywords added to tickets to ensure quick grouping, filtering, and reference.
This API searches for tags added in your help desk portal.
int
optionalIndex number, starting from which the tags must be fetched
int
optional,Number of tags to fetch
long
requiredID of the department from which the tags must be fetched.
String
optionalSearch keyword related to the tag.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"name" : "sample",
"tagType" : "MANUAL",
"id" : 123234324
}, {
"name" : "sample",
"tagType" : "SYSTEM",
"id" : 123234324
} ]
}
This API lists the ticket tags added in your help desk portal.�
long
requiredID of the department from which the tags must be fetched
string
optional,Key that sorts tags by a specific attribute: createdTime or count. The default sorting order is descending.
int
optionalIndex number, starting from which the tags must be fetched
int
optional,Number of tags to fetch
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketCount" : "10",
"name" : "sample",
"tagType" : "MANUAL",
"id" : "12312312312"
}, {
"ticketCount" : "0",
"name" : "sample",
"tagType" : "MANUAL",
"id" : "12312312312"
} ]
}
This API lists tickets containing the tag specified.
int
optionalIndex number, starting from which tickets must be fetched.
int
optional,Number of tickets to list
string
optional,User assigned to resolve the ticket. Values allowed are Unassigned or a valid assigneeId. You can pass multiple assigneeIds as comma-separated values.
string
optional,Channel through which the tickets were received. You can pass multiple values by separating them with commas.
string
optional,Resolution status of the tickets. You can pass multiple values by separating them with commas.
integer
optionalNumber of days since the tickets were received. Values allowed are 15, 30 , 90.
string
optional,Priority of the tickets. You can pass multiple values by separating them with commas.
string
optional,Key that sorts the tickets by a specific attribute: dueDate, recentThread, createdTime, or ticketNumber. The default sorting order is ascending. A - prefix denotes a descending order of sorting.
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.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "101",
"statusType" : "Open",
"subject" : "Real Time analysis Requirement",
"dueDate" : "2016-06-21T16:16:16.000Z",
"departmentId" : "1892000000006907",
"channel" : "Email",
"isRead" : true,
"language" : "English",
"closedTime" : null,
"contact" : {
"lastName" : "Carol",
"firstName" : "Lucas",
"phone" : "1 888 900 9646",
"mobile" : "8838109870",
"id" : "1892000000042032",
"isSpam" : false,
"type" : "paid",
"email" : "carol@zylker.com",
"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" : "carol@zylker.com",
"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" : "jack@zylker.com"
},
"isSpam" : false,
"status" : "Open"
}, {
"ticketNumber" : "169",
"statusType" : "Open",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : null,
"departmentId" : "1892000000006907",
"channel" : "Facebook",
"isRead" : true,
"closedTime" : null,
"contact" : {
"lastName" : "Richard",
"firstName" : "Lucas",
"phone" : "1 888 900 9646",
"mobile" : "8838109870",
"id" : "1892000000093203",
"isSpam" : false,
"type" : "paid",
"email" : "richard@zylker.com",
"account" : {
"website" : "www.desk.com",
"accountName" : "desk Account",
"id" : "1892000000975382"
}
},
"createdTime" : "2014-03-06T09:34:53.000Z",
"id" : "1892000000093205",
"department" : {
"name" : "dasdasdasd",
"id" : "1892000000006907"
},
"email" : "carol@zylker.com",
"customerResponseTime" : "2014-03-11T07:51:29.618Z",
"productId" : null,
"contactId" : "1892000000093203",
"threadCount" : "43",
"team" : {
"name" : "kjsdfjks",
"id" : "8920000000069071",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/8920000000069071/logo?orgId=11278831"
},
"priority" : null,
"assigneeId" : "1892000000042001",
"commentCount" : "0",
"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/1892000000042001/photo?orgId=298902",
"id" : "1892000000042001",
"email" : "jack@zylker.com"
},
"isSpam" : false,
"status" : "Open"
} ]
}
This API adds a single tag or multiple tags to a ticket.
list
requiredNames of the tags
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
{
"data" : [ {
"name" : "sample",
"tagType" : "MANUAL",
"id" : 123234324
}, {
"name" : "ticket",
"tagType" : "MANUAL",
"id" : 1232343244
}, {
"name" : "tag",
"tagType" : "SYSTEM",
"id" : 12323432434
} ]
}
This API removes a single tag or multiple tags from a ticket.
list
requiredNames of the tags
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
200
This API lists tags associated with a ticket.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"tags" : [ {
"name" : "sample",
"tagType" : "MANUAL",
"id" : 123234324
}, {
"name" : "sample",
"tagType" : "MANUAL",
"id" : 123234324
} ]
}
This API lists the five most recent tags associated with tickets.
long
requiredID of the department from which the tags must be fetched
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketCount" : "10",
"name" : "sample",
"tagType" : "MANUAL",
"id" : "12312312312"
}, {
"ticketCount" : "0",
"name" : "sample",
"tagType" : "MANUAL",
"id" : "12312312312"
} ]
}
This API adds a tag to the list of recently viewed tags. tag_id is a mandatory parameter in the API request.
OAuth Scope
Desk.tickets.CREATE
Request Example
Response Example
200
This API replaces a tag to the specified tag. tag_id is a mandatory parameter in the API request.
long
optionalTag ID of the Replacing Tag
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
204
This functionality is used to collect customer feedback for outgoing ticket replies. It is essential to ensure that the feedback feature is enabled for the department associated with the ticket to get feedback on the ticket’s outgoing response.
Get customer feedback list for a given department. You can also use any one of the sub modules: agentId, contactId, accountId, or ticketId at a time.
String
requiredMandatory param to fetch the customer-happiness list for a given ID of the department. You can also provide department as allDepartment to fetch customer happiness from all departments
Long
optionalFilter that returns the customer-happiness list for a particular agent
Long
optionalFilter that returns the customer-happiness list for a particular contact
Long
optionalFilter that returns the customer-happiness list for a particular account
Long
optionalFilter that returns the customer-happiness list for a particular ticket
Long
optionalStart time from which the customer-happiness list should show. Start time should be in GMT time zone and in milliseconds
Long
optionalStart time till which the customer-happiness list should show. End time should be in GMT time zone and in milliseconds
int
optionalThe starting index from which the list should be displayed based on the time of receiving customer feedback
int
optional,Number of ratings to be displayed in the list
string
optional,Segregate the list based on the type of rating. Allowed values are good, ok, or bad
string
optional,Period from which the customer happiness rating must be fetched. Values allowed are: TODAY, THIS_WEEK, LAST_WEEK, THIS_MONTH, LAST_MONTH, LAST_7_DAYS, YESTERDAY, LAST_1_HOUR, CUSTOM_IN_DATE, LAST_100_RATINGS, LAST24HOURS and LAST_30_DAYS
timestamp
optionalstart date time
timestamp
optionalend date time
string
optional,Sorted by ratedtime
string
optional,Allowed values are : contacts, tickets, agents. You can include both by separating them with a comma in the query param.
OAuth Scope
Desk.search.READ , Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"agentId" : "5000000015959",
"agent" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000015959/photo",
"id" : "5000000015959",
"email" : "jack@zylker.com"
},
"ticket" : {
"ticketNumber" : "118",
"subject" : "GPS not working",
"id" : "5000000074060"
},
"contactId" : "5000000017055",
"departmentId" : "5000000056329",
"rating" : "GOOD",
"threadId" : "5000000090001",
"feedback" : "Great Work!!!",
"accountId" : "5000000017043",
"ratedTime" : "2021-12-02T14:36:20.291Z",
"customerRatedTime" : "2021-12-02T09:06:20.291Z",
"timezoneOffset" : "GMT +5:30",
"contact" : {
"name" : "Nirmal Kumar",
"id" : "5000000017055"
},
"id" : "5000000090012",
"ticketId" : "5000000074060"
}, {
"agentId" : "5000000015959",
"agent" : {
"firstName" : "dasca",
"lastName" : "vins",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000015959/photo",
"id" : "5000000015959",
"email" : "jack@zylker.com"
},
"ticket" : {
"ticketNumber" : "117",
"subject" : "Apps take time to load",
"id" : "5000000056151"
},
"contactId" : "5000000026602",
"departmentId" : "5000000042101",
"rating" : "BAD",
"threadId" : "5000000092045",
"feedback" : "The solution provided doesn't seem to work.",
"accountId" : "-1",
"ratedTime" : "2018-09-26T10:47:35.936Z",
"timezoneOffset" : "GMT +5:30",
"contact" : {
"name" : "Phillip Collins",
"id" : "5000000026602"
},
"id" : "5000000092056",
"ticketId" : "5000000056151"
}, {
"agentId" : "5000000015959",
"ticket" : {
"ticketNumber" : "114",
"subject" : "zPhone battery needs to be fixed",
"id" : "5000000055051"
},
"contactId" : "5000000017055",
"departmentId" : "5000000012860",
"rating" : "OKAY",
"threadId" : "5000000092069",
"feedback" : "The battery performance is better but I expect a little more.",
"accountId" : "5000000017043",
"ratedTime" : "2018-09-26T10:49:16.202Z",
"timezoneOffset" : "GMT +5:30",
"contact" : {
"name" : "Sam Rossner",
"id" : "5000000017055"
},
"id" : "5000000092084",
"ticketId" : "5000000055051"
} ]
}
This API gives you the count of the ratings given by the customers for each category of a given department. You can also use any one of the sub modules: agentId, contactId, accountId, or ticketId at a time.
String
requiredMandatory param to fetch the customer-happiness list for a given ID of a department. You can also provide department as allDepartment to fetch customer-happiness list from all the departments
Long
optionalFilter that returns the customer-ratings count for a particular agent
Long
optionalFilter that returns the customer-ratings count for a particular contact
Long
optionalFilter that returns the customer-ratings count for a particular account
Long
optionalFilter that returns the customer-ratings count for a particular ticket
Long
optionalStart time from which the customer-happiness list should show. Start time should be in GMT time zone and in milliseconds
Long
optionalStart time till which the customer-happiness list should show. Start time should be in GMT time zone and in milliseconds
string
optional,Period from which the customer happiness rating must be fetched. Values allowed are: TODAY, THIS_WEEK, LAST_WEEK, THIS_MONTH, LAST_MONTH, LAST_7_DAYS, YESTERDAY, LAST_1_HOUR, CUSTOM_IN_DATE, LAST_100_RATINGS, LAST24HOURS and LAST_30_DAYS
timestamp
optionalstart date time
timestamp
optionalend date time
Integer
optionalThe from index
Integer
optional,Number of rating to be displayed
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"30000002344" : {
"bad" : 3,
"ok" : 2,
"good" : 5
}
}
This API retrieves the content of specific customer feedback.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"content" : "I appreciate the help and thanks for the quick response."
}
This API provides an html placeholder to insert the customer feedback link into the reply mail. The link, when clicked by the email recipient, leads them to a feedback form where they can provide their feedback.
Long
requiredID of the department for which the placeholder should be collected.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"linkHolder" : "<div title=\"link:::\"></div><a href=\"javascript:void(0)\">How would you rate our customer service?</a><br/><div style=\"line-height: 16px; cursor: pointer; float: left; color:#666; margin: 15px 10px 10px 0; background: #f5f5f5; border-radius: 50px; font-size: 13px; min-width: 100px; padding: 5px 10px 5px 5px;\"><img width=\"24\" height=\"24\" align=\"left\" style=\"margin-right:5px;background: transparent\" src=\"https://static.zohocdn.com/desk/app/images/emo-g.27152b145e7c33304a9b.png\" alt=\"\" ><div style=\"float: left; margin-top: 4px;\">Good</div> </div><div style=\"line-height: 16px; cursor: pointer; float: left; color:#666; margin: 15px 10px 10px 0; background: #f5f5f5; border-radius: 50px; font-size: 13px; min-width: 100px; padding: 5px 10px 5px 5px;\"><img width=\"24\" height=\"24\" align=\"left\" style=\"margin-right:5px;background: transparent\" src=\"https://static.zohocdn.com/desk/app/images/emo-y.2c45cbbe146a58f59ee0.png\" alt=\"\"><div style=\"float: left; margin-top: 4px;\">Okay</div> </div><div style=\"line-height: 16px; cursor: pointer; float: left; color:#666; margin: 15px 10px 10px 0; background: #f5f5f5; border-radius: 50px; font-size: 13px; min-width: 100px; padding: 5px 10px 5px 5px;\"><img width=\"24\" height=\"24\" align=\"left\" style=\"margin-right:5px;background: transparent\" src=\"https://static.zohocdn.com/desk/app/images/emo-r.8d4f8a095a2c3e1be1ab.png\" alt=\"\"><div style=\"float: left; margin-top: 4px;\">Bad</div> </div><div style=\"clear:both\"></div><div title=\"link:::\"></div></div>"
}
Ticket templates are provisions that automatically populate predefined values in ticket fields, thereby helping users save time and effort while adding new tickets.
long
ID of the ticket template
string
Name of the ticket template
boolean
Key that specifies if the template must be displayed in the help center or not
long
ID of the ticket layout from which the template is derived
list
Values to auto-populate in the different fields in the template
Example
{ "showInCustomerPortal" : true, "ticketTemplateName" : "temp1", "id" : "4000000020001", "layoutId" : "4000000020012", "ticketTemplateValues" : { "subCategory" : null, "cf" : { "cf_severity_percentage" : "0.0" }, "productId" : null, "contactId" : null, "subject" : null, "departmentId" : "4000000007073", "dueDate" : null, "channel" : null, "description" : null, "secondaryContacts" : [ "4000000009076", "4000000009062" ], "priority" : null, "classification" : null, "assigneeId" : null, "accountId" : null, "phone" : "9876545645", "category" : null, "email" : "jacks@zylker.com", "status" : null } }
This API helps create a ticket template in your help desk portal.
string
required,Name of the ticket template
boolean
optionalKey that specifies if the template must be displayed in the help center or not
list
requiredValues to auto-populate in the different fields in the template
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"showInCustomerPortal" : true,
"ticketTemplateName" : "temp1",
"id" : "4000000020001",
"layoutId" : "4000000020012",
"ticketTemplateValues" : {
"subCategory" : null,
"cf" : {
"cf_severity_percentage" : "0.0"
},
"productId" : null,
"contactId" : null,
"subject" : null,
"departmentId" : "4000000007073",
"dueDate" : null,
"channel" : null,
"description" : null,
"secondaryContacts" : [ "4000000009076", "4000000009062" ],
"priority" : null,
"classification" : null,
"assigneeId" : null,
"accountId" : null,
"phone" : "9876545645",
"category" : null,
"email" : "jacks@zylker.com",
"status" : null
}
}
This API fetches the details of a particular ticket template.
string
optional,Additional information related to the template. Values allowed are: contacts, products, departments, team, and assignee. You can pass multiple values by separating them using commas in the API request.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"showInCustomerPortal" : true,
"ticketTemplateName" : "temp1",
"id" : "4000000020001",
"layoutId" : "4000000020012",
"ticketTemplateValues" : {
"subCategory" : null,
"product" : null,
"cf" : {
"cf_severity_percentage" : "0.0"
},
"productId" : null,
"contactId" : null,
"subject" : null,
"departmentId" : "4000000007073",
"dueDate" : null,
"channel" : null,
"description" : null,
"secondaryContacts" : [ "4000000009076", "4000000009062" ],
"priority" : null,
"classification" : null,
"assigneeId" : null,
"accountId" : null,
"phone" : "9876545645",
"contact" : null,
"assignee" : null,
"department" : {
"name" : "testing department",
"id" : "4000000007073"
},
"category" : null,
"account" : null,
"email" : "jacks@zylker.com",
"status" : null
}
}
This API lists a particular number of ticket templates, based on the limit specified.
integer
optional,Index number, starting from which the templates must be fetched
long
optionalID of the department from which templates must be fetched
long
optionalID of the layout from which templated must be fetched for the given department ID
integer
required,Number of templates to list. The default value is 10 and the maximum value supported is 100
boolean
optionalVisibility of the templates in the help center
deprecatedString
optionalName of the template
String
optionalString to search for ticket templates by ticket template name
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"showInCustomerPortal" : true,
"ticketTemplateName" : "Template1",
"id" : "4000000020001",
"layoutId" : "4000000020121"
}, {
"showInCustomerPortal" : false,
"ticketTemplateName" : "Template2",
"id" : "4000000020063",
"layoutId" : "4000000020431"
} ]
}
This API helps update the details of a particular ticket template.
string
optional,Name of the ticket template
boolean
optionalKey that specifies if the template must be displayed in the help center or not
list
optionalValues to auto-populate in the different fields in the template
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"showInCustomerPortal" : true,
"ticketTemplateName" : "temptest",
"id" : "4000000020001",
"layoutId" : "4000000020012",
"ticketTemplateValues" : {
"subCategory" : null,
"cf" : {
"cf_severity_percentage" : "0.0"
},
"productId" : "4000000009012",
"contactId" : null,
"subject" : "UrgentProblem",
"departmentId" : "4000000007073",
"dueDate" : null,
"channel" : null,
"description" : null,
"secondaryContacts" : [ "4000000009076", "4000000009062" ],
"priority" : null,
"classification" : null,
"assigneeId" : null,
"accountId" : null,
"phone" : "9876545645",
"category" : null,
"email" : "jacks@zylker.com",
"status" : null
}
}
This API deletes a ticket template from your help desk portal.
list
requiredArray of Entity id to be deleted
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "2000000021011",
"errors" : null
}, {
"success" : false,
"id" : "4000000082105",
"errors" : {
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
Ticket comments are ticket-related conversations that occur mainly between different agents in your help desk portal. Comments marked as private in a ticket are visible only to agents, whereas comments marked as public appear on the customer portal too.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
boolean
Key that returns if a comment is public or not. The value of this key can be set only at the time of making a comment.
long
ID of the user who made the comment
timestamp
Time of creating the comment
timestamp
Time of modifying the comment
list
List of file attachments in the comment. For more information on attachments, refer to the Uploads section of this document.
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "carol@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" }, { "offSet" : "59", "departmentId" : "3113800000634345", "entityNumber" : "1342", "length" : "26", "name" : "", "id" : "3113800000143134", "type" : "TICKET" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to a ticket. To include an @mention, follow this format: zsu[@user:{zuid}]zsu.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
boolean
optionalKey that returns if a comment is public or not. The value of this key can be set only at the time of making a comment.
list
optionalList of file attachments in the comment. For more information on attachments, refer to the Uploads section of this document.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment.png",
"id" : "4000000008892",
"href" : "https://desk.zoho.com/api/v1/tickets/4000000528005/comments/4000000529001/attachments/4000000008892/content"
} ],
"commentedTime" : "2017-01-24T14:06:58.193Z",
"isPublic" : true,
"id" : "4000000529001",
"contentType" : "html",
"content" : "zsu[@user:11550965]zsu Please fix this ASAP",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API modifies an existing comment. To include an @mention, follow this format: zsu[@user:{zuid}]zsu.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
boolean
optionalKey that returns if a comment is public or not. The value of this key can be set only at the time of making a comment.
list
optionalList of file attachments in the comment. For more information on attachments, refer to the Uploads section of this document.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T14:12:45.163Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tickets/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:06:58.000Z",
"isPublic" : true,
"id" : "4000000529001",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Fixed the issue.",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes a comment.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API fetches a ticket comment from your help desk portal.
String
optionalSecondary information related to the comments The allowed values are mentions and plainText. In the API request, you can pass mention, plainText, or both by using commas to separate them.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T14:12:45.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tickets/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:06:58.000Z",
"isPublic" : true,
"plainText" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"id" : "4000000529001",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "<div>Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing</div>",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "carol@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on a ticket, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched
integer
required,Number of comments to fetch
string
optional,Sort by the commentedTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
String
optionalSecondary information related to the comments The allowed values are mentions and plainText. In the API request, you can pass mention, plainText, or both by using commas to separate them.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2017-01-24T14:12:45.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tickets/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:06:58.000Z",
"isPublic" : true,
"plainText" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"id" : "4000000529001",
"contentType" : "html",
"content" : "<div>Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing</div>",
"commenterId" : "4000000008692",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "carol@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T14:14:37.000Z",
"isPublic" : false,
"plainText" : "zsu[@user:55616589]zsu Please fix this ASAP",
"id" : "4000000529007",
"contentType" : "html",
"content" : "<div>zsu[@user:55616589]zsu Please fix this ASAP</div>",
"commenterId" : "4000000008692",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "0",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "carol@zylker.com",
"zuid" : "55616589"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
} ]
}
This API fetches the history of comments recorded on a ticket, including instances of adding and editing the comments.
integer
optional,Index number, starting from which the comment activities must be fetched
String
optionalSecondary information related to the comments The allowed values are mentions and plainText. In the API request, you can pass mention, plainText, or both by using commas to separate them.
integer
required,Number of comment activities to fetch
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"attachments" : [ "sample.png", "sam.txt" ],
"commentedTime" : "2013-11-04T11:21:07.912Z",
"isPublic" : false,
"commenterId" : 13231241244,
"content" : "hello comment",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/2000000012629/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "hagdsag@zylker.com"
}
}, {
"attachments" : [ "sample.png", "sam.txt" ],
"commentedTime" : "2013-11-04T11:21:07.912Z",
"isPublic" : true,
"commenterId" : 13231241244,
"content" : "hello comment",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/2000000012629/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "hagdsag@zylker.com"
}
} ]
}
Contact comments refer to comments recorded on contacts in the portal, for the reference of other agents. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "jade15tywin@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" }, { "offSet" : "59", "departmentId" : "3113800000634345", "entityNumber" : "1342", "length" : "26", "name" : "", "id" : "3113800000143134", "type" : "TICKET" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to a contact.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:34:56.358Z",
"id" : "4000000530043",
"contentType" : "html",
"content" : "First contact comment",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API updates an existing contact comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:35:23.000Z",
"id" : "4000000530045",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "second contact comment edit",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes an existing contact comment.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
200
This API fetches a contact comment from the portal.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:34:56.000Z",
"id" : "4000000530043",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "jade15tywin@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
}, {
"offSet" : "59",
"departmentId" : "3113800000634345",
"entityNumber" : "1342",
"length" : "26",
"name" : "",
"id" : "3113800000143134",
"type" : "TICKET"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on a contact, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched
integer
required,No. of comments to fetch
string
optional,sortby can be commentedTime. default order : commentedTime in descending order , prefix - denotes desc
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:35:23.000Z",
"id" : "4000000530045",
"contentType" : "plainText",
"content" : "second contact comment",
"commenterId" : "4000000008692",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:34:56.000Z",
"id" : "4000000530043",
"contentType" : "html",
"content" : "First contact comment",
"commenterId" : "4000000008692",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
} ]
}
Account comments refer to comments made on accounts in the portal, for the reference of other agents. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "jade15tywin@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to an account.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:45:21.167Z",
"id" : "4000000530047",
"contentType" : "html",
"content" : "First account comment",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API updates an existing account comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:45:21.000Z",
"id" : "4000000530047",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "second account comment edit",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes an existing account comment.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
200
This API fetches an account comment from the portal.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T19:46:24.000Z",
"commentedTime" : "2017-01-24T19:45:21.000Z",
"id" : "4000000530047",
"contentType" : "plainText",
"content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"commenterId" : "4000000008692",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "jade15tywin@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
}, {
"offSet" : "59",
"departmentId" : "3113800000634345",
"entityNumber" : "1342",
"length" : "26",
"name" : "",
"id" : "3113800000143134",
"type" : "TICKET"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on an account, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched.
integer
required,No. of comments to fetch
string
optional,sortby can be commentedTime. default order : commentedTime in descending order , prefix - denotes desc
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:45:55.000Z",
"id" : "4000000530049",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "jade15tywin@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
}, {
"offSet" : "59",
"departmentId" : "3113800000634345",
"length" : "26",
"id" : "3113800000143134",
"type" : "TICKET"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : "2017-01-24T19:46:24.000Z",
"commentedTime" : "2017-01-24T19:45:21.000Z",
"id" : "4000000530047",
"contentType" : "html",
"commenterId" : "4000000008692",
"content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "jade15tywin@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
}, {
"offSet" : "59",
"departmentId" : "3113800000634345",
"entityNumber" : "1342",
"length" : "26",
"name" : "",
"id" : "3113800000143134",
"type" : "TICKET"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
} ]
}
Task comments refer to comments recorded on tasks assigned to agents. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "jade15tywin@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to a task.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tasks/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.534Z",
"id" : "4000000530003",
"contentType" : "html",
"content" : "First Task comment.",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API updates an existing task comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T14:56:20.447Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tasks/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.000Z",
"id" : "4000000530003",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Edit Task comment",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes an existing task comment.
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
200
This API fetches a task comment from the portal.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tasks/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T15:04:47.000Z",
"id" : "4000000530005",
"contentType" : "plainText",
"content" : "Second Task Comment......",
"commenterId" : "4000000008692",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on a task, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched
integer
required,No. of comments to fetch
string
optional,Sort comments by the commentedTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T15:04:47.000Z",
"id" : "4000000530005",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Second Task Comment......",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : "2017-01-24T14:56:20.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_list.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/tasks/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.000Z",
"id" : "4000000530003",
"contentType" : "html",
"commenterId" : "4000000008692",
"content" : "Edit Task comment",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
} ]
}
Article comments refer to comments recorded on help articles in the knowledge base. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu. To retrieve or set enduser mentions, use this code format: zsu[@enduser:{zuid}]zsu. To retrieve or set group mentions use this code format: zsu[@group:{groupid}]zsu. To retrieve or set hashtags, use this code format: zsh[#{HEADER_DATA}]zsh.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
boolean
Used to check whether the added comment is a Public Comment or a Private Comment
long
ID of the Ticket is shown once the comment is converted as Ticket. By default null
Example
{ "modifiedTime" : "2022-05-09T13:10:29.000Z", "attachments" : [ { "previewurl" : "https://desk.zoho.com/api/v1/articles/46582000006958052/translations/en/attachments/nmhny14ce774984eb4b15891e1cbe274e612c/content?orgId=57044830", "size" : "35594", "name" : "Zoho desk introduction.jpg", "id" : "4658200041001", "href" : "https://downloadserver.zoho.com/webdownload?x-service=desk&event-id=b45a36decdceb443ccb4d3445f29c9966de7dee89041ea315318c4f358836a09e07add42e10810f8961c3f92bf853" } ], "tickets" : { "ticketNumber" : "115", "isTrashed" : "false", "webUrl" : "https://desk.zoho.com/agent/zohocorp/desk/tickets/details/5000000114001", "id" : "5000000114001" }, "hashtags" : [ { "offset" : "47", "length" : "33", "headerValue" : "Introduction", "headerId" : "Sample_header" } ], "commentedTime" : "2022-05-09T05:09:00.000Z", "commenterName" : "Jack", "content" : "<div>Sample content zsu[@user:695624]zsu zsh[#sample_header:Introduction]zsh </div>", "commenterId" : "4658200004039", "commenter" : { "firstName" : "", "lastName" : "Jack", "photoURL" : "https://desk.zoho.com/api/v1/agents/4658200004039/photo?orgId=292828", "webUrl" : "https://desk.zoho.com/support/arunice/ShowHomePage.do#setup/users-control/agents/1000000000351", "roleName" : "CEO", "name" : "Jack", "id" : "4658200004039", "label" : { "preferences" : { "shape" : "RECTANGLE", "bgColor" : "#5C6368", "textColor" : "#FFFFFF" }, "name" : "MVP", "id" : "5000000081007", "logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9" }, "type" : "AGENT", "email" : "Jack@gmail.com", "kbRole" : "REVIEWER" }, "mentions" : { "groups" : [ { "offSet" : "260", "name" : "MVP", "length" : "28", "id" : "5000000113025", "logoUrl" : "https://desk.zoho.com/portal/api/publicImages/4658200004039?portalId=292828341431fq" } ], "users" : [ { "firstName" : "", "lastName" : "Cristiano", "photoURL" : "https://desk.zoho.com/api/v1/agents/4658200044017/photo?orgId=292828", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347", "length" : "28", "name" : "Cristiano", "id" : "4658200044017", "label" : { "preferences" : { "shape" : "ROUNDED", "bgColor" : "#CE6785", "textColor" : "#FFFFFF" }, "name" : "Prime user", "id" : "5000000081001", "logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n8" }, "type" : "AGENT", "email" : "Cristiano@gmail.com", "zuid" : "695624", "kbRole" : "REVIEWER" } ] }, "isPublic" : false, "id" : "4658200041003", "contentType" : "html", "ticketId" : "5000000114001" }
This API adds a comment to an article translation.
string
required,Content of the comment. To retrieve or set user mentions, use this code format: AGENT : zsu[@user:{zuid}]zsu, Enduser : zsu[@enduser:{zuid}]zsu, Group : zsu[@group:{groupid}]zsu, HashTag : zsh[#{HEADER_DATA}]zsh.
boolean
requiredVisibility of the comment, which can be set only at the time of commenting.
string
required,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.articles.CREATE
Request Example
Response Example
{
"modifiedTime" : "2022-05-09T13:10:29.000Z",
"attachments" : [ {
"previewurl" : "https://desk.zoho.com/api/v1/articles/46582000006958052/translations/en/attachments/nmhny14ce774984eb4b15891e1cbe274e612c/content?orgId=57044830",
"size" : "35594",
"name" : "Zoho desk introduction.jpg",
"id" : "4658200041001",
"href" : "https://downloadserver.zoho.com/webdownload?x-service=desk&event-id=b45a36decdceb443ccb4d3445f29c9966de7dee89041ea315318c4f358836a09e07add42e10810f8961c3f92bf853"
} ],
"tickets" : {
"ticketNumber" : "115",
"isTrashed" : "false",
"webUrl" : "https://desk.zoho.com/agent/zohocorp/desk/tickets/details/5000000114001",
"id" : "5000000114001"
},
"hashtags" : [ {
"offset" : "47",
"length" : "33",
"headerValue" : "Introduction",
"headerId" : "Sample_header"
} ],
"commentedTime" : "2022-05-09T05:09:00.000Z",
"commenterName" : "Jack",
"content" : "<div>Sample content zsu[@user:695624]zsu zsh[#sample_header:Introduction]zsh </div>",
"commenterId" : "4658200004039",
"commenter" : {
"firstName" : "",
"lastName" : "Jack",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200004039/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/arunice/ShowHomePage.do#setup/users-control/agents/1000000000351",
"roleName" : "CEO",
"name" : "Jack",
"id" : "4658200004039",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#5C6368",
"textColor" : "#FFFFFF"
},
"name" : "MVP",
"id" : "5000000081007",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9"
},
"type" : "AGENT",
"email" : "Jack@gmail.com",
"kbRole" : "REVIEWER"
},
"mentions" : {
"groups" : [ {
"offSet" : "260",
"name" : "MVP",
"length" : "28",
"id" : "5000000113025",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/4658200004039?portalId=292828341431fq"
} ],
"users" : [ {
"firstName" : "",
"lastName" : "Cristiano",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200044017/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347",
"length" : "28",
"name" : "Cristiano",
"id" : "4658200044017",
"label" : {
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#CE6785",
"textColor" : "#FFFFFF"
},
"name" : "Prime user",
"id" : "5000000081001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n8"
},
"type" : "AGENT",
"email" : "Cristiano@gmail.com",
"zuid" : "695624",
"kbRole" : "REVIEWER"
} ]
},
"isPublic" : false,
"id" : "4658200041003",
"contentType" : "html",
"ticketId" : "5000000114001"
}
This API updates an existing article translation comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: AGENT : zsu[@user:{zuid}]zsu, Enduser : zsu[@enduser:{zuid}]zsu, Group : zsu[@group:{groupid}]zsu, HashTag : zsh[#{HEADER_DATA}]zsh.
boolean
optionalVisibility of the comment, which can be set only at the time of commenting.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.articles.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2022-05-09T13:10:29.000Z",
"attachments" : [ {
"previewurl" : "https://desk.zoho.com/api/v1/articles/46582000006958052/translations/en/attachments/nmhny14ce774984eb4b15891e1cbe274e612c/content?orgId=57044830",
"size" : "35594",
"name" : "Zoho desk introduction.jpg",
"id" : "4658200041001",
"href" : "https://downloadserver.zoho.com/webdownload?x-service=desk&event-id=b45a36decdceb443ccb4d3445f29c9966de7dee89041ea315318c4f358836a09e07add42e10810f8961c3f92bf853"
} ],
"tickets" : {
"ticketNumber" : "115",
"isTrashed" : "false",
"webUrl" : "https://desk.zoho.com/agent/zohocorp/desk/tickets/details/5000000114001",
"id" : "5000000114001"
},
"hashtags" : [ {
"offset" : "47",
"length" : "33",
"headerValue" : "Introduction",
"headerId" : "Sample_header"
} ],
"commentedTime" : "2022-05-09T05:09:00.000Z",
"commenterName" : "Jack",
"content" : "<div>Changed Sample content zsu[@user:695624]zsu zsh[#sample_header:Introduction]zsh </div>",
"commenterId" : "4658200004039",
"commenter" : {
"firstName" : "",
"lastName" : "Jack",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200004039/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/arunice/ShowHomePage.do#setup/users-control/agents/1000000000351",
"roleName" : "CEO",
"name" : "Jack",
"id" : "4658200004039",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#5C6368",
"textColor" : "#FFFFFF"
},
"name" : "MVP",
"id" : "5000000081007",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9"
},
"type" : "AGENT",
"email" : "Jack@gmail.com",
"kbRole" : "REVIEWER"
},
"mentions" : {
"groups" : [ {
"offSet" : "260",
"name" : "MVP",
"length" : "28",
"id" : "5000000113025",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/4658200004039?portalId=292828341431fq"
} ],
"users" : [ {
"firstName" : "",
"lastName" : "Cristiano",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200044017/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347",
"length" : "28",
"name" : "Cristiano",
"id" : "4658200044017",
"label" : {
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#CE6785",
"textColor" : "#FFFFFF"
},
"name" : "Prime user",
"id" : "5000000081001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n8"
},
"type" : "AGENT",
"email" : "Cristiano@gmail.com",
"zuid" : "695624",
"kbRole" : "REVIEWER"
} ]
},
"isPublic" : true,
"id" : "4658200041003",
"contentType" : "html",
"ticketId" : "5000000114001"
}
This API deletes an existing article translation comment.
OAuth Scope
Desk.articles.DELETE
Request Example
Response Example
200
This API fetches an article translation comment from the portal.
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"modifiedTime" : "2022-05-09T13:10:29.000Z",
"attachments" : [ {
"previewurl" : "https://desk.zoho.com/api/v1/articles/46582000006958052/translations/en/attachments/nmhny14ce774984eb4b15891e1cbe274e612c/content?orgId=57044830",
"size" : "35594",
"name" : "Zoho desk introduction.jpg",
"id" : "4658200041001",
"href" : "https://downloadserver.zoho.com/webdownload?x-service=desk&event-id=b45a36decdceb443ccb4d3445f29c9966de7dee89041ea315318c4f358836a09e07add42e10810f8961c3f92bf853"
} ],
"tickets" : {
"ticketNumber" : "115",
"isTrashed" : "false",
"webUrl" : "https://desk.zoho.com/agent/zohocorp/desk/tickets/details/5000000114001",
"id" : "5000000114001"
},
"hashtags" : [ {
"offset" : "47",
"length" : "33",
"headerValue" : "Introduction",
"headerId" : "Sample_header"
} ],
"commentedTime" : "2022-05-09T05:09:00.000Z",
"commenterName" : "Jack",
"content" : "<div>Changed Sample content zsu[@user:695624]zsu zsh[#sample_header:Introduction]zsh </div>",
"commenterId" : "4658200004039",
"commenter" : {
"firstName" : "",
"lastName" : "Jack",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200004039/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/arunice/ShowHomePage.do#setup/users-control/agents/1000000000351",
"roleName" : "CEO",
"name" : "Jack",
"id" : "4658200004039",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#5C6368",
"textColor" : "#FFFFFF"
},
"name" : "MVP",
"id" : "5000000081007",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9"
},
"type" : "AGENT",
"email" : "Jack@gmail.com",
"kbRole" : "REVIEWER"
},
"mentions" : {
"groups" : [ {
"offSet" : "260",
"name" : "MVP",
"length" : "28",
"id" : "5000000113025",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/4658200004039?portalId=292828341431fq"
} ],
"users" : [ {
"firstName" : "",
"lastName" : "Cristiano",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200044017/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347",
"length" : "28",
"name" : "Cristiano",
"id" : "4658200044017",
"label" : {
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#CE6785",
"textColor" : "#FFFFFF"
},
"name" : "Prime user",
"id" : "5000000081001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n8"
},
"type" : "AGENT",
"email" : "Cristiano@gmail.com",
"zuid" : "695624",
"kbRole" : "REVIEWER"
} ]
},
"isPublic" : true,
"id" : "4658200041003",
"contentType" : "html",
"ticketId" : "5000000114001"
}
This API lists a particular number of comments recorded on an article translation, based on the limit specified.
integer
required,Index number starting from which the comments must be fetched
integer
required,No. of comments to fetch
string
optional,Sort comments by the commentedTime attribute. The default sorting order is ascending. -commentedTime denotes descending order of sorting.
string
optional,Allowed values ticket
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2022-05-09T13:10:29.000Z",
"attachments" : [ {
"previewurl" : "https://desk.zoho.com/api/v1/articles/46582000006958052/translations/en/attachments/nmhny14ce774984eb4b15891e1cbe274e612c/content?orgId=57044830",
"size" : "35594",
"name" : "Zoho desk introduction.jpg",
"id" : "4658200041001",
"href" : "https://downloadserver.zoho.com/webdownload?x-service=desk&event-id=b45a36decdceb443ccb4d3445f29c9966de7dee89041ea315318c4f358836a09e07add42e10810f8961c3f92bf853"
} ],
"tickets" : {
"ticketNumber" : "115",
"isTrashed" : "false",
"webUrl" : "https://desk.zoho.com/agent/zohocorp/desk/tickets/details/5000000114001",
"id" : "5000000114001"
},
"hashtags" : [ {
"offset" : "47",
"length" : "33",
"headerValue" : "Introduction",
"headerId" : "Sample_header"
} ],
"commentedTime" : "2022-05-09T05:09:00.000Z",
"commenterName" : "Jack",
"content" : "<div>Changed Sample content zsu[@user:695624]zsu zsh[#sample_header:Introduction]zsh </div>",
"commenterId" : "4658200004039",
"commenter" : {
"firstName" : "",
"lastName" : "Jack",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200004039/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/arunice/ShowHomePage.do#setup/users-control/agents/1000000000351",
"roleName" : "CEO",
"name" : "Jack",
"id" : "4658200004039",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#5C6368",
"textColor" : "#FFFFFF"
},
"name" : "MVP",
"id" : "5000000081007",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9"
},
"type" : "AGENT",
"email" : "Jack@gmail.com",
"kbRole" : "REVIEWER"
},
"mentions" : {
"groups" : [ {
"offSet" : "260",
"name" : "MVP",
"length" : "28",
"id" : "5000000113025",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/4658200004039?portalId=292828341431fq"
} ],
"users" : [ {
"firstName" : "",
"lastName" : "Cristiano",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4658200044017/photo?orgId=292828",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347",
"length" : "28",
"name" : "Cristiano",
"id" : "4658200044017",
"label" : {
"preferences" : {
"shape" : "ROUNDED",
"bgColor" : "#CE6785",
"textColor" : "#FFFFFF"
},
"name" : "Prime user",
"id" : "5000000081001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n8"
},
"type" : "AGENT",
"email" : "Cristiano@gmail.com",
"zuid" : "695624",
"kbRole" : "REVIEWER"
} ]
},
"isPublic" : true,
"id" : "4658200041003",
"contentType" : "html",
"ticketId" : "5000000114001"
} ]
}
Contract comments refer to comments recorded on SLA contracts in the portal, for the reference of other agents. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "jade15tywin@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" }, { "offSet" : "59", "departmentId" : "3113800000634345", "entityNumber" : "1342", "length" : "26", "name" : "", "id" : "3113800000143134", "type" : "TICKET" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to a contract.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment.png",
"id" : "4000000008892",
"href" : "https://desk.zoho.com/api/v1/contracts/4000000528005/comments/4000000529001/attachments/4000000008892/content"
} ],
"commentedTime" : "2017-01-24T19:49:34.472Z",
"id" : "4000000530051",
"contentType" : "html",
"content" : "First contract comment",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
}
This API updates an existing contract comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/contracts/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T19:50:08.000Z",
"id" : "4000000530053",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "second contract comment edit",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes an existing contract comment.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
This API fetches a contract comment from the portal.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T19:50:40.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/contracts/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T19:50:08.000Z",
"id" : "4000000530053",
"contentType" : "plainText",
"content" : "second contract comment edit",
"commenterId" : "4000000008692",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on a contract, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched
integer
required,No. of comments to fetch
string
optional,sortby can be commentedTime. default order : commentedTime in descending order , prefix - denotes desc
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2017-01-24T19:50:40.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/contracts/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T19:50:08.000Z",
"id" : "4000000530053",
"contentType" : "html",
"commenterId" : "4000000008692",
"content" : "second contract comment edit",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo?orgId=292828",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T19:49:34.000Z",
"id" : "4000000530051",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "First contract comment",
"mention" : [ ]
} ]
}
Uploads are temporary file attachments that exist with a ticket for a period of 24 hours.
long
ID of the attachment
long
ID of user who attached the file
timestamp
Time of attaching the file
string
Name of the attachment
boolean
Key that returns if the attachment is public or not
long
Size of the attachment
Example
{ "size" : "4769", "creatorId" : "4000000008692", "name" : "zoho.jpeg", "createdTime" : "2016-06-23T07:31:42.000Z", "isPublic" : false, "id" : "4000000055001" }
This API uploads a file.
Content-Type:multipart/form-data
File to attach
OAuth Scope
Desk.basic.CREATE
Request Example
Response Example
{
"size" : "4769",
"creatorId" : "4000000008692",
"name" : "zoho.jpeg",
"createdTime" : "2016-06-23T07:31:42.000Z",
"isPublic" : false,
"id" : "4000000055001",
"href" : "https://desk.zoho.com/api/v1/uploads/1892000001008043/contents"
}
Ticket attachments are files you attach to a ticket to aid quick resolution.
long
ID of the attachment
long
ID of user who attached the file
timestamp
Time of attaching the file
string
Name of the attachment
boolean
Key that returns if the attachment is public or not
long
Size of the attachment
Example
{ "creator" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902", "id" : "1892000000047001", "email" : "jade@zylker.com" }, "size" : "1079", "creatorId" : "1892000000047001", "name" : "ScreenShot", "createdTime" : "2013-11-06T10:25:03.000Z", "isPublic" : true, "id" : "1892000000047041", "href" : "https://desk.zoho.com/api/v1/tickets/1892000001004024/attachments/1892000000047041/content" }
This API lists the files attached to a ticket.
string
optional,Sort by the createdTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
integer
optionalIndex number, starting from which the attachments must be fetched
integer
optional,Number of attachments to fetch
Boolean
optionalKey that returns if the attachment is public or no
string
optional,Secondary information related to the attachments. Value allowed is creator, which returns the details of users who added the attachments.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "1079",
"creatorId" : "1892000000047001",
"name" : "issues.txt",
"createdTime" : "2013-11-06T10:25:03.000Z",
"isPublic" : true,
"id" : "1892000000047041",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "135222",
"creatorId" : "1892000000047001",
"name" : "guidelines.pdf",
"createdTime" : "2014-03-05T06:16:15.000Z",
"isPublic" : true,
"id" : "1892000000089041",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000001004024/attachments/1892000000089041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000042001",
"name" : "CreditHistory.pdf",
"createdTime" : "2016-06-21T10:15:34.000Z",
"isPublic" : false,
"id" : "1892000001052021",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000001004024/attachments/1892000001052021/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000042001",
"name" : "values.txt",
"createdTime" : "2016-06-21T10:15:49.000Z",
"isPublic" : false,
"id" : "1892000001052025",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000001004024/attachments/1892000001052025/content"
} ]
}
This API attaches a file to a ticket.
Boolean
optionalField that determines whether the attachment is public or private
Content-Type:multipart/form-data
File to attach to the ticket
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"size" : "32",
"creatorId" : "1892000000042001",
"name" : "issues.txt",
"createdTime" : "2016-05-30T08:32:51.338Z",
"isPublic" : false,
"id" : "1892000001010001",
"href" : "https://desk.zoho.com/api/v1/tickets/1892000001004024/attachments/1892000001010001/content"
}
This API updates an existing attachment.
boolean
optionalWhether to Show
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
This API deletes an attachment from a ticket.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
Contact attachments are files you attach to a contact to provide more context and reference information to other users.
long
ID of the attachment
long
ID of user who attached the file
timestamp
Time of attaching the file
string
Name of the attachment
boolean
Key that returns if the attachment is public or not
long
Size of the attachment
Example
{ "creator" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902", "id" : "1892000000047001", "email" : "jade@zylker.com" }, "size" : "2345", "creatorId" : "1892000000047001", "name" : "contact_details.txt", "createdTime" : "2013-11-06T10:25:03.000Z", "isPublic" : false, "id" : "1892000000047042", "href" : "https://desk.zoho.com/api/v1/contacts/1892000001004024/attachments/1892000000047041/content" }
This API lists the files attached to a contact.
string
optional,Sort by the createdTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
integer
optionalIndex number, starting from which the attachments must be fetched
integer
optional,Number of attachments to fetch
string
optional,Secondary information related to the attachments. Value allowed is creator, which returns the details of users who added the attachments.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "1079",
"creatorId" : "1892000000047001",
"name" : "creation.txt",
"createdTime" : "2013-11-06T10:25:03.000Z",
"isPublic" : false,
"id" : "1892000000047041",
"href" : "https://desk.zoho.com/api/v1/contacts/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "135222",
"creatorId" : "1892000000047001",
"name" : "profile.jpg",
"createdTime" : "2014-03-05T06:16:15.000Z",
"isPublic" : false,
"id" : "1892000000089041",
"href" : "https://desk.zoho.com/api/v1/contacts/1892000001004024/attachments/1892000000089041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "contact_MobileNo.pdf",
"createdTime" : "2016-06-21T10:15:34.000Z",
"isPublic" : false,
"id" : "1892000001052021",
"href" : "https://desk.zoho.com/api/v1/contacts/1892000001004024/attachments/1892000001052021/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "contact_profile.jpg",
"createdTime" : "2016-06-21T10:15:49.000Z",
"isPublic" : false,
"id" : "1892000001052025",
"href" : "https://desk.zoho.com/api/v1/contacts/1892000001004024/attachments/1892000001052025/content"
} ]
}
This API attaches a file to a contact.
Content-Type:multipart/form-data
File to attach to the contact
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"size" : "32",
"creatorId" : "1892000000042002",
"name" : "profile.jpg",
"createdTime" : "2016-05-30T08:32:51.338Z",
"isPublic" : false,
"id" : "1892000001010001",
"href" : "https://desk.zoho.com/api/v1/contacts/1892000001004024/attachments/1892000001010001/content"
}
This API removes an attachment from a contact.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
200
Account attachments are files you attach to an account to provide more context and reference information to other users.
long
ID of the attachment
long
ID of user who attached the file
timestamp
Time of attaching the file
string
Name of the attachment
boolean
Key that returns if the attachment is public or not
long
Size of the attachment
Example
{ "creator" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902", "id" : "1892000000047001", "email" : "jade@zylker.com" }, "size" : "2345", "creatorId" : "1892000000047001", "name" : "Associated_contacts.txt", "createdTime" : "2013-11-06T10:25:03.000Z", "isPublic" : false, "id" : "1892000000047042", "href" : "https://desk.zoho.com/api/v1/accounts/1892000001004024/attachments/1892000001052021/content" }
This API lists the files attached to an account.
string
optional,Sort by the createdTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
integer
optionalIndex number, starting from which the attachments must be fetched
integer
optional,Number of attachments to fetch
string
optional,Secondary information related to the attachments. Value allowed is creator, which returns the details of users who added the attachments.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "1079",
"creatorId" : "1892000000047001",
"name" : "profile_photo.jpg",
"createdTime" : "2013-11-06T10:25:03.000Z",
"isPublic" : false,
"id" : "1892000000047041",
"href" : "https://desk.zoho.com/api/v1/accounts/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "135222",
"creatorId" : "1892000000047001",
"name" : "profile.pdf",
"createdTime" : "2014-03-05T06:16:15.000Z",
"isPublic" : false,
"id" : "1892000000089041",
"href" : "https://desk.zoho.com/api/v1/accounts/1892000001004024/attachments/1892000000089041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "logo.jpg",
"createdTime" : "2016-06-21T10:15:34.000Z",
"isPublic" : false,
"id" : "1892000001052021",
"href" : "https://desk.zoho.com/api/v1/accounts/1892000001004024/attachments/1892000001052021/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "profile.pdf",
"createdTime" : "2016-06-21T10:15:49.000Z",
"isPublic" : false,
"id" : "1892000001052025",
"href" : "https://desk.zoho.com/api/v1/accounts/1892000001004024/attachments/1892000001052025/content"
} ]
}
This API attaches a file to an account.
Content-Type:multipart/form-data
File to attach to the account
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
{
"size" : "32",
"creatorId" : "1892000000042002",
"name" : "AccountDetails.txt",
"createdTime" : "2016-05-30T08:32:51.338Z",
"isPublic" : false,
"id" : "1892000001010001",
"href" : "https://desk.zoho.com/api/v1/accounts/1892000001004024/attachments/1892000001010001/content"
}
This API deletes an attachment from a account.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
200
Deduplication refers to identifying multiple resources containing the same information and consolidating them into a single, unique resource. The process of deduplicating multiple entries of the same contact is called contact deduplication.
Example
[ { "fieldValue" : "Jade", "contacts" : [ { "lastName" : "Jade", "secondaryEmail" : null, "ownerId" : null, "type" : null, "accountId" : "1892000000091433", "firstName" : "Jonathan", "photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000772003/photo", "phone" : "555555", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38", "createdTime" : "2017-10-12T13:11:50.000Z", "zohoCRMContact" : null, "id" : "1892000000772003", "customerHappiness" : { "badPercentage" : "0", "okPercentage" : "0", "goodPercentage" : "0" }, "email" : "case@zylker.com" }, { "lastName" : "Jade", "secondaryEmail" : null, "ownerId" : null, "type" : null, "accountId" : "1892000000052077", "firstName" : "Christ", "photoURL" : null, "phone" : null, "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38", "createdTime" : "2017-10-12T13:11:50.000Z", "zohoCRMContact" : { "id" : "1892000000772030", "type" : "contacts_leads" }, "id" : "1892000000772001", "isSpam" : false, "customerHappiness" : { "badPercentage" : "22", "okPercentage" : "31", "goodPercentage" : "47" }, "email" : "jade@zylker.com" } ] } ]
This API lists the duplicate entries of a contact.The fieldName parameters is mandatory in the API request
Note:
If you encounter a 202 status code while executing this API request, it means there are 100,000 or more contacts in the help desk portal. Matching the records and finding duplicates will be time-consuming in such a scenario. Therefore, the deduplication request will be accepted, and after the process is completed, an automated report will be sent to the user who initiated the deduplication.
string
optional,Name of the field whose values must be matched for deduplication.Values allowed are: firstName, lastName, email, secondaryEmail, phone, fullName, and bothEmail.
integer
optional,Index number starting from which the contacts must be fetched
integer
optional,Number of contacts to fetch
string
optional,Key that sorts the contacts by a specific attribute: count or fieldValue. The default sorting order is ascending. A - prefix denotes descending order of sorting
string
optional,Key that specifies the letter with which the field values must start
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"count" : 16,
"fieldValue" : "Jade"
}, {
"count" : 2,
"fieldValue" : "saran"
} ]
}
This API lists all the details of duplicate contacts.The fieldName and fieldValues parameters are mandatory in the API request
string
required,Name of the field whose values must be matched for deduplication. Values allowed are: firstName, lastName, email, secondaryEmail, phone, fullName, and bothEmail.
string
optional,Key that sorts the contacts by a specific attribute:Â firstName, lastName, fullName, phone, email, account, createdTime, modifiedTime
integer
optional,Index number starting from which the contacts must be fetched
integer
optional,Number of contacts to fetch
string
required,Actual values in each field related to the contact
list
optionalSecondary information related to the contact. Value allowed is: accounts
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"fieldValue" : "Jade",
"contacts" : [ {
"lastName" : "Jade",
"secondaryEmail" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000091433",
"firstName" : "Jonathan",
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000772003/photo",
"phone" : "555555",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"zohoCRMContact" : null,
"id" : "1892000000772003",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "case@zylker.com"
}, {
"lastName" : "Jade",
"secondaryEmail" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000052077",
"firstName" : "Christ",
"photoURL" : null,
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"zohoCRMContact" : {
"id" : "1892000000772030",
"type" : "contacts_leads"
},
"id" : "1892000000772001",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"email" : "jade@zylker.com"
} ]
}, {
"fieldValue" : "Christ",
"contacts" : [ {
"lastName" : "Jade",
"secondaryEmail" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000091433",
"firstName" : "Christ",
"photoURL" : "https://desk.zoho.com/api/v1/contacts/1892000000772003/photo",
"phone" : "555555",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"zohoCRMContact" : null,
"id" : "1892000000772003",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "0",
"okPercentage" : "0",
"goodPercentage" : "0"
},
"email" : "case@zylker.com"
}, {
"lastName" : "Jade",
"secondaryEmail" : null,
"ownerId" : null,
"type" : null,
"accountId" : "1892000000052077",
"firstName" : "Christ",
"photoURL" : null,
"phone" : null,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Contacts/dv/d126330fb061247d9ebddaeb9d93ba74750b0284bc703b38",
"createdTime" : "2017-10-12T13:11:50.000Z",
"zohoCRMContact" : {
"id" : "1892000000772030",
"type" : "contacts_leads"
},
"id" : "1892000000772001",
"isSpam" : false,
"customerHappiness" : {
"badPercentage" : "22",
"okPercentage" : "31",
"goodPercentage" : "47"
},
"email" : "jade@zylker.com"
} ]
} ]
}
This API fetches the name of the field set as the default field for contact deduplication.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"fieldName" : "email"
}
This API sets the field you specify as the default field for deduplicating contacts.
string
required,The name of the field
boolean
requiredto mark the given field as default or remove the field from the default.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
The process of deduplicating multiple entries of the same account is called account deduplication
Example
{ "accounts" : [ { "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", "id" : "1892000000052077", "email" : "admin@zylker.com" }, { "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", "id" : "1892000000052077", "email" : "admin@zylker.com" } ], "fieldValue" : "Admin Account" }
This API lists the duplicate entries of an account.The fieldName parameters is mandatory in the API request
Note:
If you encounter a 202 status code while executing this API request, it means there are 100,000 or more accounts in the help desk portal. Matching the records and finding duplicates will be time-consuming in such a scenario. Therefore, the deduplication request will be accepted, and after the process is completed, an automated report will be sent to the user who initiated the deduplication.
string
optional,Name of the field whose values must be matched for deduplication.Values allowed are: email, phone, and accountName
integer
optional,Index number starting from which the accounts must be fetched
integer
optional,Number of accounts to fetch
string
optional,Key that specifies the letter with which the field values must start
string
optional,Key that sorts the accounts by a specific attribute: count or fieldValue. The default sorting order is ascending. A - prefix denotes descending order of sorting.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"count" : 16,
"fieldValue" : "Admin Account"
}, {
"count" : 2,
"fieldValue" : "Agent Account"
} ]
}
This API lists all the details of duplicate accounts.The fieldName and fieldValues parameters are mandatory in the API request
string
required,Name of the field whose values must be matched for deduplication.Values allowed are: email, phone, and accountName
integer
optional,Index number starting from which the accounts must be fetched
integer
optional,Number of accounts to fetch
string
required,Actual values in each field related to the account
string
optional,Key that sorts the accounts by a specific attribute: accountName or createdTime or modifiedTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"accounts" : [ {
"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" : null,
"id" : "1892000000052077",
"email" : "admin@zylker.com"
}, {
"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" : null,
"id" : "1892000000052077",
"email" : "admin@zylker.com"
} ],
"fieldValue" : "Admin Account"
}, {
"accounts" : [ {
"website" : "112121",
"accountName" : "Agent 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"
},
"id" : "1892000000052077",
"email" : "agent@zylker.com"
}, {
"website" : "112121",
"accountName" : "Agent 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"
},
"id" : "1892000000052077",
"email" : "agent@zylker.com"
} ],
"fieldValue" : "Agent Account"
} ]
}
This API fetches the name of the field set as the default field for account deduplication.
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"fieldName" : "email"
}
This API sets the field you specify as the default field for deduplicating accounts.
string
required,The name of the field
boolean
requiredto mark the given field as default or remove the field from the default.
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
Followers API will be following the entity like articles, kbCategory and notify the followers on any updates
long
ID of the user
string
First Name of the user
string
Last Name of the user
string
DisplayName of the user
string
Email ID of the user
string
URL to access the photo of the user You need ZohoContacts.userphoto.READ OAuth Scope to access this API.
string
URL to access the agent details.
string
Type of the user followed the entity (Agents | Endusers)
string
moduleAPIName refers to API name of modules in Desk. allowedValues are (articleTranslations, kbRootCategories, kbSections)
long
Unique Id for the specified entity as moduleAPIName
Example
{ "firstName" : "", "lastName" : "deskagent", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo?orgId=3115331", "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347", "name" : "Desk Agent", "id" : "5000000012902", "label" : { "preferences" : { "shape" : "RECTANGLE", "bgColor" : "#5C6368", "textColor" : "#FFFFFF" }, "name" : "MVP", "id" : "5000000081009", "logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9" }, "userType" : "AGENT", "email" : "deskagent@zylker.com" }
This API fetches the count of follower list based on given filter
String
optionalTo get the followers count based on userType allowed values AGENTS, END_USERS, default value : all users will be processed
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"count" : 289
}
This API fetches the list of follower details based on the given filter
String
optionalTo get the followers based on userType allowed values AGENTS, END_USERS, default value : all users will be processed
integer
required,Index number, starting from which the followers must be listed. Default value is 1.
integer
optional,Number of followers to list
OAuth Scope
Desk.articles.READ
Request Example
Response Example
{
"data" : [ {
"firstName" : "",
"lastName" : "deskagent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo?orgId=3115331",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#setup/users-control/agents/5000000000347",
"name" : "Desk Agent",
"id" : "5000000012902",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#5C6368",
"textColor" : "#FFFFFF"
},
"name" : "MVP",
"id" : "5000000081009",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/35531135311?portalId=3153815r1fnf113131rf31n9"
},
"userType" : "AGENT",
"email" : "deskagent@zylker.com"
} ]
}
Account followers are users who follow an account to track the tickets raised from the account and the support provided.
long
ID of the user
string
Name of the user
string
Name of the user
string
Email ID of the user
string
URL to access the photo of the user You need ZohoContacts.userphoto.READ OAuth Scope to access this API.
Example
{ "firstName" : "", "lastName" : "deskagent", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo", "id" : "5000000012902", "email" : "deskagent@zylker.com" }
This API adds one or more users to the followers list of an account
list
requiredthe list of ids to be added as follower
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API removes one or more users from the followers list of an account
list
requiredthe list of ids to be added as follower
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API fetches the list of users following an account.
integer
optionalIndex number, starting from which the followers must be fetched
integer
optional,Number of followers to list
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"firstName" : "",
"lastName" : "agent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012903/photo",
"id" : "5000000012903",
"email" : "agent@zylker.com"
}, {
"firstName" : "",
"lastName" : "deskagent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo",
"id" : "5000000012902",
"email" : "deskagent@zylker.com"
} ]
}
Contact followers are users who follow a contact to track the tickets raised by the contact and the support provided.
long
ID of the user
string
Name of the user
string
Name of the user
string
Email ID of the user
string
URL to access the photo of the user You need ZohoContacts.userphoto.READ OAuth Scope to access this API.
Example
{ "firstName" : "", "lastName" : "deskagent", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo", "id" : "5000000012902", "email" : "deskagent@zylker.com" }
This API adds one or more users to the followers list of a contact.
list
requiredthe list of ids to be added as follower
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API removes one or more users from the followers list of a contact.
list
requiredthe list of ids to be added as follower
OAuth Scope
Desk.contacts.UPDATE
Request Example
Response Example
204
This API fetches the list of users following a contact.
integer
optionalIndex number, starting from which the followers must be fetched
integer
optional,Number of followers to list
OAuth Scope
Desk.contacts.READ
Request Example
Response Example
{
"data" : [ {
"firstName" : "",
"lastName" : "agent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012903/photo",
"id" : "5000000012903",
"email" : "agent@zylker.com"
}, {
"firstName" : "",
"lastName" : "deskagent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo",
"id" : "5000000012902",
"email" : "deskagent@zylker.com"
} ]
}
Ticket followers are users who follow a ticket to track the progress made in resolving it.
long
ID of the user
string
Name of the user
string
Name of the user
string
Email ID of the user
string
URL to access the photo of the user You need ZohoContacts.userphoto.READ OAuth Scope to access this API.
string
Key that returns the module being followed. Values allowed are tickets, contacts, or accounts
Example
{ "firstName" : "", "lastName" : "deskagent", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo", "following" : "ticket", "id" : "5000000012902", "email" : "deskagent@zylker.com" }
This API adds one or more users to the followers list of a ticket.
list
requiredthe list of ids to be added as follower
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
204
This API removes one or more users from the followers list of a ticket.
list
requiredthe list of ids to be added as follower
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
204
This API fetches the list of users following a ticket.
Note:
Sometimes, followers of a contact/account indirectly end up as ticket followers if the ticket is associated with the contact/account they follow. In that case, the following key returns the value of the original module the user follows--*contact* or account.
Even in a case where the user first followed the ticket and then followed the contact/account associated with it, the following key returns the value contact or account. This is because the contact/account is the parent resource of the ticket.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"firstName" : "",
"lastName" : "agent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012903/photo",
"following" : "ticket",
"id" : "5000000012903",
"email" : "agent@zylker.com"
}, {
"firstName" : "",
"lastName" : "deskagent",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo",
"following" : "contact",
"id" : "5000000012902",
"email" : "deskagent@zylker.com"
} ]
}
Task attachments are files you attach to a task to aid quick resolution.
long
ID of the attachment
long
ID of user who attached the file
timestamp
Time of attaching the file
string
Name of the attachment
boolean
Key that returns if the attachment is public or not
long
Size of the attachment
Example
{ "creator" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902", "id" : "1892000000047001", "email" : "jade@zylker.com" }, "size" : "2345", "creatorId" : "1892000000047001", "name" : "taskfile.txt", "createdTime" : "2013-11-06T10:25:03.000Z", "isPublic" : false, "id" : "1892000000047042", "href" : "https://desk.zoho.com/api/v1/tasks/1892000001004024/attachments/1892000000047041/content" }
This API lists the files attached to a task.
string
optional,Sort by the createdTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
integer
optionalIndex number, starting from which the attachments must be fetched
integer
optional,Number of attachments to fetch
string
optional,Secondary information related to the attachments. Value allowed is creator, which returns the details of users who added the attachments.
OAuth Scope
Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "1079",
"creatorId" : "1892000000047001",
"name" : "issue.txt",
"createdTime" : "2013-11-06T10:25:03.000Z",
"isPublic" : false,
"id" : "1892000000047041",
"href" : "https://desk.zoho.com/api/v1/tasks/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "135222",
"creatorId" : "1892000000047001",
"name" : "program.pdf",
"createdTime" : "2014-03-05T06:16:15.000Z",
"isPublic" : false,
"id" : "1892000000089041",
"href" : "https://desk.zoho.com/api/v1/tasks/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "errorfixed.txt",
"createdTime" : "2016-06-21T10:15:34.000Z",
"isPublic" : false,
"id" : "1892000001052021",
"href" : "https://desk.zoho.com/api/v1/tasks/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "error_page.pdf",
"createdTime" : "2016-06-21T10:15:49.000Z",
"isPublic" : false,
"id" : "1892000001052025",
"href" : "https://desk.zoho.com/api/v1/tasks/1892000001004024/attachments/1892000000047041/content"
} ]
}
This API attaches a file to a task.
Content-Type:multipart/form-data
File to attach to the task
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"size" : "32",
"creatorId" : "1892000000042002",
"name" : "task_history.txt",
"createdTime" : "2016-05-30T08:32:51.338Z",
"isPublic" : false,
"id" : "1892000001010001",
"href" : "https://desk.zoho.com/api/v1/tasks/1892000001004024/attachments/1892000001010001/content"
}
This API removes an attachment from a task.
OAuth Scope
Desk.activities.UPDATE
, Desk.activities.tasks.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
200
Product attachments are the files you attach to a product to aid quick resolution.
long
ID of the attachment
long
ID of user who attached the file
timestamp
Time of attaching the file
string
Name of the attachment
boolean
Key that returns if the attachment is public or not
long
Size of the attachment
Example
{ "creator" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902", "id" : "1892000000047001", "email" : "jade@zylker.com" }, "size" : "2345", "creatorId" : "1892000000047001", "name" : "product.txt", "createdTime" : "2013-11-06T10:25:03.000Z", "isPublic" : false, "id" : "1892000000047042", "href" : "https://desk.zoho.com/api/v1/products/1892000001004024/attachments/1892000000047042/content" }
This API lists all attachments in a product.
string
optional,Sort by the createdTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
integer
optionalfrom Index
integer
optional,the number of attachments to be displayed
string
optional,Secondary information related to the attachments. Value allowed is creator, which returns the details of users who added the attachments.
OAuth Scope
Desk.products.READ
,
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "1079",
"creatorId" : "1892000000047001",
"name" : "ticket.txt",
"createdTime" : "2013-11-06T10:25:03.000Z",
"isPublic" : false,
"id" : "1892000000047041",
"href" : "https://desk.zoho.com/api/v1/products/1892000001004024/attachments/1892000000047041/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "135222",
"creatorId" : "1892000000047001",
"name" : "bsnl-feb14.pdf",
"createdTime" : "2014-03-05T06:16:15.000Z",
"isPublic" : false,
"id" : "1892000000089041",
"href" : "https://desk.zoho.com/api/v1/products/1892000001004024/attachments/1892000000089041/content"
}, {
"size" : "97951",
"creatorId" : "1892000000042002",
"name" : "history.pdf",
"createdTime" : "2016-06-21T10:15:34.000Z",
"isPublic" : false,
"id" : "1892000001052021",
"href" : "https://desk.zoho.com/api/v1/products/1892000001004024/attachments/1892000001052021/content"
}, {
"creator" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000047001/photo?orgId=298902",
"id" : "1892000000047001",
"email" : "jade@zylker.com"
},
"size" : "97951",
"creatorId" : "1892000000047001",
"name" : "fixes.txt",
"createdTime" : "2016-06-21T10:15:49.000Z",
"isPublic" : false,
"id" : "1892000001052025",
"href" : "https://desk.zoho.com/api/v1/products/1892000001004024/attachments/1892000001052025/content"
} ]
}
This API attaches a file to a product.
Content-Type:multipart/form-data
attachment to be added
OAuth Scope
Desk.products.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
{
"size" : "32",
"creatorId" : "1892000000042002",
"name" : "tools.txt",
"createdTime" : "2016-05-30T08:32:51.338Z",
"isPublic" : false,
"id" : "1892000001010001",
"href" : "https://desk.zoho.com/api/v1/products/1892000001004024/attachments/1892000001010001/content"
}
This API deletes an attachment from a product.
OAuth Scope
Desk.products.UPDATE
,
Desk.settings.UPDATE
Request Example
Response Example
204
Activity refers to secondary activities that your customer support agents perform. In Zoho Desk, activities are of three types: tasks, calls, and events. It is not mandatory for activities to be related only to ticket resolution.
Example
{ "modifiedTime" : "2016-07-26T17:32:11.000Z", "reminder" : [ { "alertType" : [ "EMAIL" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T10:32:11.000Z" }, { "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T16:32:11.000Z" }, { "relativeReminderInMin" : "10", "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "RELATIVE" } ], "contactId" : "3000000008749", "customFields" : { }, "subject" : "New Event", "completedTime" : "2016-07-26T17:32:11.000Z", "departmentId" : "3000000007043", "creatorId" : "3000000008692", "description" : null, "ownerId" : null, "priority" : "Normal", "duration" : "30", "createdTime" : "2016-07-26T16:32:11.000Z", "modifiedBy" : { "firstName" : "George", "lastName" : "McKinson", "photoURL" : null, "id" : "5000000015911" }, "startTime" : "2016-07-26T17:02:11.000Z", "id" : "3000000018001", "isSpam" : false, "category" : "Meeting", "ticketId" : "3000000008753", "status" : "completed" }
This API lists a particular number of activities associated with a ticket, based on the limit specified.
Mock API
integer
optionalIndex number, starting from which the activities must be listed
boolean
optionalKey that denotes if the activity was completed or not
boolean
optionalKey that denotes whether to fetch spam activities or not
integer
optional,Number of activities to list
string
optional,Sort by a specific attribute: activityTime or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,Allowed values are : contacts, assignee,tickets,teams,projects,integInfo.
OAuth Scope
Desk.activities.calls.READ
, Desk.activities.events.READ
, Desk.activities.READ
, Desk.activities.tasks.READ
,
Desk.calls.READ
,
Desk.tasks.READ
,
Desk.events.READ
Request Example
Response Example
{
"data" : [ {
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "35",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"contactId" : "5000000016252",
"subject" : "Stall in Dubai Airport",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : null,
"ownerId" : "5000000015911",
"priority" : "High",
"isCommented" : false,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/9d4883f2d94d59e484b8a02355a7e402",
"createdTime" : "2019-04-12T05:21:21.000Z",
"startTime" : "2019-12-25T16:52:11.000Z",
"assignee" : {
"firstName" : "George",
"lastName" : "35",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "5000000083048",
"isSpam" : false,
"category" : "Demo",
"activityType" : "Events",
"ticketId" : "5000000016294",
"direction" : "inbound",
"status" : "Not Started"
}, {
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3000000008763",
"id" : "5000000016294",
"team" : {
"name" : "Responsive Team",
"id" : "3000000008763",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3000000008763/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "Steve",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"contactId" : "5000000016252",
"subject" : "Gadget Replacement",
"completedTime" : "2019-04-17T07:12:09.000Z",
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : {
"name" : "Responsive Team",
"id" : "3000000008763",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3000000008763/logo?orgId=11278831"
},
"ownerId" : "5000000015911",
"priority" : "High",
"isCommented" : true,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e4c0ddb2a7dd8a14ee",
"teamId" : "3000000008763",
"createdTime" : "2019-04-10T10:30:55.000Z",
"startTime" : "2019-04-11T06:30:00.000Z",
"assignee" : {
"firstName" : "George",
"lastName" : "35",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "5000000081089",
"isSpam" : false,
"category" : "Call",
"activityType" : "Calls",
"ticketId" : "5000000016294",
"direction" : "outbound",
"status" : "Completed"
}, {
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "Steve",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"contactId" : "5000000016252",
"subject" : "Rest OS Version",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : "2019-04-24T06:30:00.000Z",
"creatorId" : "5000000015911",
"team" : null,
"ownerId" : "5000000015911",
"priority" : "High",
"isCommented" : false,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Tasks/dv/9d4883f2d94d59e40af0073cf7981c2f",
"createdTime" : "2019-04-10T10:07:26.000Z",
"startTime" : "2019-04-24T06:30:00.000Z",
"assignee" : {
"firstName" : "Steve",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "5000000081036",
"isSpam" : false,
"category" : null,
"activityType" : "Tasks",
"ticketId" : "5000000016294",
"direction" : "inbound",
"status" : "Not Started"
} ]
}
This API deletes all spam activities.
OAuth Scope
Desk.activities.calls.DELETE , Desk.activities.events.DELETE , Desk.activities.DELETE , Desk.activities.tasks.DELETE
Request Example
Response Example
202
Calls refer to the support-related calls your customers make to your help desk and vice versa. It is mandatory for each call to be mapped to a contact.
long
ID of the call
deprecated
list
User-defined fields related to the call
string
Subject of the call
timestamp
Time when the call started. The value of this key must be recorded in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
string
Direction of the call: inbound or outbound
integer
Duration of the call in seconds
string
Completion status of the call
long
ID of the user to whom the call is assigned
string
Priority of the call
string
Description of the call
timestamp
Time when the call entry was added
timestamp
Time when details of the call entry were modified
string
ID of user who created the call
long
ID of the contact associated with the call
Example
{ "modifiedTime" : "2016-07-26T17:32:11.000Z", "cf" : { }, "reminder" : [ { "alertType" : [ "EMAIL" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T10:32:11.000Z" }, { "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T16:32:11.000Z" }, { "relativeReminderInMin" : "10", "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "RELATIVE" } ], "contactId" : "3000000008749", "subject" : "New Call", "completedTime" : "2016-07-26T17:32:11.000Z", "departmentId" : "3000000007043", "creatorId" : "3000000008692", "description" : null, "ownerId" : "3000000015683", "priority" : "Normal", "duration" : "30", "createdTime" : "2016-07-25T17:32:11.000Z", "startTime" : "2016-07-25T16:52:11.000Z", "modifiedBy" : { "firstName" : "George", "lastName" : "McKinson", "photoURL" : null, "id" : "5000000015911" }, "id" : "3000000018001", "isSpam" : false, "ticketId" : "3000000008753", "status" : "completed", "direction" : "inbound" }
This API fetches the details of a call.
Mock API
string
optional,Additional information related to the call. Values allowed are: contacts, assignee,tickets,teams,livecalls,creator.
OAuth Scope
Desk.activities.calls.READ
, Desk.activities.READ
,
Desk.calls.READ
Request Example
Response Example
{
"modifiedTime" : "2019-04-30T10:42:41.000Z",
"subject" : "Call check scheduled",
"completedTime" : "2019-04-17T07:12:09.000Z",
"departmentId" : "5000000012710",
"creatorId" : "5000000015911",
"description" : null,
"ownerId" : "5000000015911",
"livecall" : {
"recordings" : [ {
"duration" : "84",
"url" : "https://api.twilio.com/2010-04-01/Accounts/ACc3617ac782db73fcad51991c141243d6/Recordings/RE5ec62dec6cc69a9459e6ff8a096a7f31b"
}, {
"duration" : "675",
"url" : "https://api.twilio.com/2010-04-01/Accounts/ACc3617ac782db73fcad51991c141243d6/Recordings/RE5ec62dec6cc69a9459e6ff8a096a7f23b"
} ],
"voiceMailDuration" : null,
"id" : "6000000026017",
"voiceMailUrl" : null
},
"duration" : "7380",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false
},
"createdTime" : "2019-04-10T10:30:55.000Z",
"startTime" : "2019-04-11T06:30:00.000Z",
"modifiedBy" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "5000000081089",
"direction" : "outbound",
"creator" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"emailId" : "zylker@zylker.com",
"id" : "5000000015911"
},
"cf" : { },
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3691000006805001",
"id" : "5000000016294",
"team" : {
"name" : "Testing Team",
"id" : "3691000006805001",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805001/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"reminder" : [ {
"alertType" : [ "POPUP" ],
"reminderType" : "ABSOLUTE",
"reminderTime" : "2019-04-24T06:30:00.000Z"
}, {
"alertType" : [ "SMS", "POPUP" ],
"reminderType" : "ABSOLUTE",
"reminderTime" : "2019-04-23T06:30:00.000Z"
}, {
"alertType" : [ "EMAIL", "POPUP" ],
"reminderType" : "ABSOLUTE",
"reminderTime" : "2019-04-22T06:30:00.000Z"
} ],
"contactId" : "5000000016252",
"team" : {
"name" : "Testing Team",
"id" : "3691000006805001",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805001/logo?orgId=11278831"
},
"priority" : "High",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e4c0ddb2a7dd8a14ee",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"ticketId" : "5000000016294",
"status" : "Completed"
}
This API fetches a particular number of calls, based on the limit specified.
Mock API
string
optional,Additional information related to the call. Values allowed are: contacts, assignee,tickets,teams.
integer
optionalIndex number, starting from which the calls must be fetched
integer
optional,Number of calls to fetch
long
optionalID of the department from which the calls must be fetched
long
optionalKey that filters tickets by assignee. Values allowed are any valid assignee ID or multiple assignee IDs separated by commas.
string
optional,Start time for completing the call. Values allowed are Overdue, Tomorrow, CurrentWeek, CurrentMonth and Today.You can pass multiple values by separating them with commas.
boolean
optionalKey that denotes whether the call is completed or not
string
optional,Key that sorts the calls by a specific attribute: startTime or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting.
OAuth Scope
Desk.activities.calls.READ
, Desk.activities.READ
,
Desk.calls.READ
Request Example
Response Example
{
"data" : [ {
"ticket" : null,
"contactId" : null,
"subject" : "hRl",
"completedTime" : "2019-04-02T06:36:43.000Z",
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : null,
"ownerId" : "5000000015911",
"priority" : "Normal",
"isCommented" : true,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e48740f9abf01f71bf",
"contact" : null,
"createdTime" : "2019-04-02T06:36:43.000Z",
"startTime" : "2019-03-24T11:40:01.000Z",
"id" : "5000000049385",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"activityType" : "Calls",
"ticketId" : null,
"status" : "Canceled",
"direction" : "inbound"
}, {
"ticket" : null,
"contactId" : null,
"subject" : "Irt",
"completedTime" : "2019-04-02T06:37:06.000Z",
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : null,
"ownerId" : "5000000015911",
"priority" : "Normal",
"isCommented" : true,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e4603451fcf41c54b2",
"contact" : null,
"createdTime" : "2019-04-02T06:37:06.000Z",
"startTime" : "2019-03-24T11:40:24.000Z",
"id" : "5000000053840",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"activityType" : "Calls",
"ticketId" : null,
"status" : "Canceled",
"direction" : "inbound"
}, {
"ticket" : null,
"contactId" : null,
"subject" : "SG0",
"completedTime" : "2019-04-02T06:36:28.000Z",
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : {
"name" : "Testing Team",
"id" : "3691000006805001",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805001/logo?orgId=11278831"
},
"ownerId" : "5000000015911",
"priority" : "Normal",
"isCommented" : true,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e46c76cc4bfd688f1b",
"contact" : null,
"createdTime" : "2019-04-02T06:36:28.000Z",
"startTime" : "2019-04-01T11:39:44.000Z",
"id" : "5000000047098",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : null,
"activityType" : "Calls",
"ticketId" : null,
"status" : "Completed",
"direction" : "inbound"
} ]
}
This API adds a call entry to your help desk portal.
Mock API
deprecatedlist
optionalUser-defined fields related to the call
list
optionalUser-defined fields related to the call
long
requiredID of the department associated with the call and ticket
string
required,Subject of the call
timestamp
requiredTime when the call started. The value of this key must be recorded in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
string
required,Direction of the call: inbound or outbound
integer
requiredDuration of the call in seconds
string
required,Completion status of the call
long
optionalID of the user to whom the call is assigned
string
optional,Priority of the call
string
optional,Description of the call
long
requiredID of the contact associated with the call
JSONArray
optionalDetails of the reminder associated with the call
string
optional,Recording or voice mail URL
OAuth Scope
Desk.activities.calls.CREATE
, Desk.activities.CREATE
,
Desk.calls.CREATE
Request Example
Response Example
{
"cf" : { },
"contactId" : "1892000000088017",
"subject" : "New Testing Call",
"departmentId" : "3000000007043",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "High",
"duration" : "300",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/51123033fe97b2f886f750280ded9c40",
"createdTime" : "2016-07-14T08:27:26.000Z",
"startTime" : "2016-07-25T16:52:11.000Z",
"id" : "3000000054002",
"ticketId" : "3000000008753",
"direction" : "inbound",
"status" : "In Progress"
}
This API updates the details of a call.
Mock API
deprecatedlist
optionalUser-defined fields related to the call
list
optionalUser-defined fields related to the call
long
optionalID of the department associated with the call and ticket
string
optional,Subject of the call
timestamp
optionalTime when the call started. The value of this key must be recorded in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
string
optional,Direction of the call: inbound or outbound
integer
optionalDuration of the call in seconds
string
optional,Completion status of the call
long
optionalID of the user to whom the call is assigned
string
optional,Priority of the call
string
optional,Description of the call
long
optionalID of the contact associated with the call
JSONArray
optionalDetails of the reminder associated with the call
string
optional,Recording or voice mail URL
OAuth Scope
Desk.activities.calls.UPDATE
, Desk.activities.UPDATE
,
Desk.calls.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2016-07-14T08:29:26.000Z",
"cf" : { },
"contactId" : "30000000088017",
"subject" : "New Testing Call",
"completedTime" : "2016-07-14T08:29:26.000Z",
"departmentId" : "3000000007043",
"creatorId" : "3000000008692",
"description" : "Call completed with a callback request",
"ownerId" : null,
"priority" : "High",
"duration" : "120",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/51123033fe97b2f886f750280ded9c40",
"createdTime" : "2016-07-14T08:27:26.000Z",
"modifiedBy" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "3000000054002",
"isSpam" : false,
"ticketId" : "3000000008753",
"direction" : "inbound",
"status" : "completed"
}
This API lists a particular number of calls associated with a ticket, based on the limit specified.
Mock API
integer
optionalIndex number, starting from which the calls must be listed
boolean
optionalKey that denotes if the call was completed or not
boolean
optionalKey that denotes whether to fetch spam calls or not
integer
optional,Number of calls to list
string
optional,Sort by a specific attribute: startTime or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,Allowed values are : contacts, assignee,tickets,teams.
OAuth Scope
Desk.activities.calls.READ
, Desk.activities.READ
,
Desk.tickets.READ
,
Desk.calls.READ
Request Example
Response Example
{
"data" : [ {
"subject" : "Call check scheduled",
"completedTime" : "2019-04-17T07:12:09.000Z",
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e4c0ddb2a7dd8a14ee",
"isCommented" : true,
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false,
"secId" : "9d4883f2d94d59e42b7cc45393ad8ff8"
},
"createdTime" : "2019-04-10T10:30:55.000Z",
"startTime" : "2019-04-11T06:30:00.000Z",
"id" : "5000000081089",
"direction" : "outbound",
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"contactId" : "5000000016252",
"team" : null,
"priority" : "High",
"layoutId" : "5000000013468",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e4c0ddb2a7dd8a14ee",
"teamId" : null,
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Call",
"activityType" : "Calls",
"ticketId" : "5000000016294",
"status" : "Completed"
}, {
"subject" : "ddddd",
"completedTime" : "2019-04-17T07:11:43.000Z",
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e4437f38846d520c51",
"isCommented" : false,
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false,
"secId" : "9d4883f2d94d59e42b7cc45393ad8ff8"
},
"createdTime" : "2019-04-05T11:15:15.000Z",
"startTime" : "2019-04-24T06:30:00.000Z",
"id" : "5000000069105",
"direction" : "outbound",
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3691000006805001",
"id" : "5000000016294",
"team" : {
"name" : "Testing Team",
"id" : "3691000006805001",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805001/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"contactId" : "5000000016252",
"team" : {
"name" : "Testing Team",
"id" : "3691000006805001",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805001/logo?orgId=11278831"
},
"priority" : "High",
"layoutId" : "5000000013468",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Calls/dv/9d4883f2d94d59e4437f38846d520c51",
"teamId" : "3691000006805001",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Call",
"activityType" : "Calls",
"ticketId" : "5000000016294",
"status" : "Completed"
} ]
}
This API moves call entries to the Recycle Bin of your help desk portal.
list
requiredIDs of the activities to delete
OAuth Scope
Desk.activities.calls.DELETE
, Desk.activities.DELETE
,
Desk.calls.DELETE
Request Example
Response Example
204
This API deletes the given spam calls
list
requiredIDs of the spam calls
OAuth Scope
Desk.activities.calls.DELETE , Desk.activities.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000007107",
"errors" : null
}, {
"success" : false,
"id" : "1892000000001208",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422",
"errorJson" : { }
}
} ]
}
This API clears the live call mapping from an activity
OAuth Scope
Desk.calls.UPDATE
Request Example
Response Example
204
This API updates multiple calls at once.
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.activities.calls.UPDATE
, Desk.activities.UPDATE
,
Desk.calls.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000093303",
"errors" : null
}, {
"success" : true,
"id" : "1892000000085009",
"errors" : null
}, {
"success" : false,
"id" : "1892000000050003",
"errors" : {
"errorMessage" : "Either the field is invalid or the field may be restricted to update",
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API deletes all spam calls.
OAuth Scope
Desk.activities.calls.DELETE , Desk.activities.DELETE
Request Example
Response Example
202
Call comments refer to comments recorded on calls assigned to agents. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "jade15tywin@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" }, { "offSet" : "59", "departmentId" : "3113800000634345", "entityNumber" : "1342", "length" : "26", "name" : "", "id" : "3113800000143134", "type" : "TICKET" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to a call.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.activities.calls.UPDATE
, Desk.activities.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/calls/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.534Z",
"id" : "4000000530003",
"contentType" : "html",
"content" : "First Call comment.",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API updates an existing call comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.activities.calls.UPDATE
, Desk.activities.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T14:56:20.447Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/calls/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.000Z",
"id" : "4000000530003",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Edit Call comment",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes an existing call comment.
OAuth Scope
Desk.activities.calls.UPDATE
, Desk.activities.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
204
This API fetches a call comment from the portal.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.activities.calls.READ
, Desk.activities.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/calls/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T15:04:47.000Z",
"id" : "4000000530005",
"contentType" : "plainText",
"content" : "Second Call Comment......",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on a call, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched
integer
required,No. of comments to fetch
string
optional,Sort comments by the commentedTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.activities.calls.READ
, Desk.activities.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T15:04:47.000Z",
"id" : "4000000530005",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Second Call Comment......",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : "2017-01-24T14:56:20.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_list.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/calls/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.000Z",
"id" : "4000000530003",
"contentType" : "html",
"commenterId" : "4000000008692",
"content" : "Edit Call comment",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
} ]
}
Events refer to pre-planned, and most of the time, directly customer-facing activities aimed at ticket resolution. The different events supported in Zoho Desk are: meetings and demos.
long
ID of the event
deprecated
list
User-defined fields related to the event
string
Subject of the event
timestamp
Time when the event started. The value of this key must be recorded in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
integer
Duration of the event in seconds
string
Completion status of the event
long
ID of the user to whom the event is assigned
string
Priority of the event
string
Description of the event
timestamp
Time when the event entry was added
timestamp
Time when details of the event entry were modified
string
ID of the user who created the event
string
Category of the event
long
ID of the contact associated with the event
Example
{ "modifiedTime" : "2016-07-26T17:32:11.000Z", "cf" : { }, "reminder" : [ { "alertType" : [ "EMAIL" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T10:32:11.000Z" }, { "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "ABSOLUTE", "reminderTime" : "2016-07-26T16:32:11.000Z" }, { "relativeReminderInMin" : "10", "alertType" : [ "EMAIL", "POPUP" ], "reminderType" : "RELATIVE" } ], "contactId" : "3000000008749", "subject" : "Conference with Tech leads", "completedTime" : "2016-07-26T17:32:11.000Z", "departmentId" : "3000000007043", "creatorId" : "3000000008692", "description" : null, "ownerId" : null, "priority" : "Normal", "duration" : "30", "createdTime" : "2016-07-26T16:32:11.000Z", "modifiedBy" : { "firstName" : "George", "lastName" : "McKinson", "photoURL" : null, "id" : "5000000015911" }, "startTime" : "2016-07-26T17:02:11.000Z", "id" : "3000000018001", "isSpam" : false, "category" : "Meeting", "ticketId" : "3000000008753", "status" : "completed" }
This API fetches the details of an event.
Mock API
string
optional,Allowed values are : contacts, assignee,tickets,teams,integInfo,creator.
OAuth Scope
Desk.activities.events.READ
, Desk.activities.READ
,
Desk.events.READ
Request Example
Response Example
{
"modifiedTime" : "2019-04-30T14:22:13.000Z",
"subject" : "Zoholics 2019",
"completedTime" : null,
"departmentId" : "5000000012710",
"creatorId" : "5000000015911",
"description" : null,
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e4McKinsonf5d2f01bbb8bd4",
"duration" : "10980",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false,
"secId" : "9d4883f2d94d59e42b7cc45393ad8ff8"
},
"createdTime" : "2019-04-04T06:48:36.000Z",
"startTime" : "2019-04-18T06:30:00.000Z",
"modifiedBy" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"id" : "5000000065115",
"creator" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"emailId" : "zylker@zylker.com",
"id" : "5000000015911"
},
"cf" : { },
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3691000006805021",
"id" : "5000000016294",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"reminder" : null,
"contactId" : "5000000016252",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"priority" : "High",
"layoutId" : "5000000013470",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/9d4883f2d94d59e4McKinsonf5d2f01bbb8bd4",
"teamId" : "3691000006805021",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Meeting",
"ticketId" : "5000000016294",
"status" : "Not Started"
}
This API lists a particular number of events, based on the limit specified.
Mock API
string
optional,Additional information related to the event. Values allowed are: contacts, assignee,tickets,teams,integInfo.
integer
optionalIndex number, starting from which the events must be fetched
integer
optional,Number of events to list
string
optional,Start time for completing the event. Values allowed are Overdue, Tomorrow, CurrentWeek, CurrentMonth and Today.You can pass multiple values by separating them with commas.
long
optionalID of the department from which the events must be fetched
long
optionalKey that filters tickets by assignee. Values allowed are any valid assignee ID or multiple assignee IDs separated by commas.
boolean
optionalKey that denotes whether the event is completed or not
string
optional,Key that sorts the events by a specific attribute: startTime or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting.
OAuth Scope
Desk.activities.events.READ
, Desk.activities.READ
,
Desk.events.READ
Request Example
Response Example
{
"data" : [ {
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"contactId" : "5000000016252",
"subject" : "Partner's conference'",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : null,
"ownerId" : "5000000015911",
"priority" : "High",
"isCommented" : true,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/9d4883f2d94d59e4McKinsonf5d2f01bbb8bd4",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false
},
"createdTime" : "2019-04-04T06:48:36.000Z",
"startTime" : "2019-04-18T06:30:00.000Z",
"id" : "5000000065115",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Meeting",
"activityType" : "Events",
"ticketId" : "5000000016294",
"status" : "Not Started",
"direction" : "inbound"
}, {
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3691000006805021",
"id" : "5000000016294",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"isSpam" : false,
"status" : "Open"
},
"contactId" : "5000000016252",
"subject" : "Developers meet",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"ownerId" : "5000000015911",
"priority" : "High",
"isCommented" : true,
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/9d4883f2d94d59e41c8e46db1a43ba49",
"teamId" : "3691000006805021",
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"isSpam" : false
},
"createdTime" : "2019-04-16T12:02:27.000Z",
"startTime" : "2019-04-25T06:30:00.000Z",
"id" : "5000000084070",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Meeting",
"activityType" : "Events",
"ticketId" : "5000000016294",
"status" : "Not Started",
"direction" : "inbound"
} ]
}
This API adds an event entry to your help desk portal.
Mock API
deprecatedlist
optionalUser-defined fields related to the event
list
optionalUser-defined fields related to the event
long
requiredID of the department associated with the event and ticket
string
required,Subject of the event
timestamp
requiredTime when the event started. The value of this key must be recorded in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
integer
requiredDuration of the event in seconds
string
optional,Completion status of the event
long
optionalID of the user to whom the event is assigned
string
optional,Priority of the event
string
optional,Description of the event
string
optional,Category of the event
long
requiredID of the contact associated with the event
JSONArray
optionalDetails of the reminder associated with the event
OAuth Scope
Desk.activities.events.CREATE
, Desk.activities.CREATE
,
Desk.events.CREATE
Request Example
Response Example
{
"cf" : { },
"contactId" : "3000000001234",
"subject" : "New Testing Event",
"departmentId" : "3000000007043",
"creatorId" : "3000000008692",
"description" : null,
"ownerId" : null,
"priority" : "High",
"duration" : "40",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/51123033fe97b2f886f750280ded9c40",
"createdTime" : "2016-07-14T08:27:26.000Z",
"startTime" : "2016-07-14T08:27:26.000Z",
"id" : "3000000054002",
"isSpam" : false,
"category" : "Meeting",
"ticketId" : "3000000008753",
"status" : "In Progress"
}
This API updates the details of an event.
Mock API
deprecatedlist
optionalUser-defined fields related to the event
list
optionalUser-defined fields related to the event
long
optionalID of the department associated with the event and ticket
string
optional,Subject of the event
timestamp
optionalTime when the event started. The value of this key must be recorded in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
integer
optionalDuration of the event in seconds
string
optional,Completion status of the event
long
optionalID of the user to whom the event is assigned
string
optional,Priority of the event
string
optional,Description of the event
string
optional,Category of the event
long
optionalID of the contact associated with the event
JSONArray
optionalDetails of the reminder associated with the event
OAuth Scope
Desk.activities.events.UPDATE
, Desk.activities.UPDATE
,
Desk.events.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2016-07-14T08:47:26.000Z",
"cf" : { },
"contactId" : "30000000088017",
"subject" : "Event camp at Finland",
"completedTime" : "2016-07-14T08:47:26.000Z",
"departmentId" : "3000000007043",
"creatorId" : "3000000008692",
"description" : "Event completed with a callback request",
"ownerId" : null,
"priority" : "High",
"duration" : "20",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/51123033fe97b2f886f750280ded9c40",
"createdTime" : "2016-07-14T08:27:26.000Z",
"modifiedBy" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"startTime" : "2016-07-14T08:27:26.000Z",
"id" : "3000000054002",
"isSpam" : false,
"category" : "Meeting",
"ticketId" : "3000000008753",
"status" : "completed"
}
This API lists a particular number of events associated with a ticket, based on the limit specified.
Mock API
integer
optionalIndex number, starting from which the events must be listed
boolean
optionalKey that denotes if the event was completed or not
boolean
optionalKey that denotes whether to fetch spam events or not
integer
optional,Number of events to list
string
optional,Sort by a specific attribute: startTime or createdTime.The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,Allowed values are : contacts, assignee,tickets,teams,integInfo.
OAuth Scope
Desk.activities.events.READ
, Desk.activities.READ
,
Desk.tickets.READ
,
Desk.events.READ
Request Example
Response Example
{
"data" : [ {
"subject" : "Zoholics at Australia",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e4McKinsonf5d2f01bbb8bd4",
"isCommented" : true,
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"secId" : "9d4883f2d94d59e42b7cc45393ad8ff8"
},
"createdTime" : "2019-04-04T06:48:36.000Z",
"startTime" : "2019-04-18T06:30:00.000Z",
"id" : "5000000065115",
"direction" : "inbound",
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : "3691000006805021",
"id" : "5000000016294",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"contactId" : "5000000016252",
"team" : {
"name" : "Desk Team",
"id" : "3691000006805021",
"logoUrl" : "https://desk.zoho.com/api/v1/teams/3691000006805021/logo?orgId=11278831"
},
"priority" : "High",
"layoutId" : "5000000013470",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/9d4883f2d94d59e4McKinsonf5d2f01bbb8bd4",
"teamId" : "3691000006805021",
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Meeting",
"activityType" : "Events",
"ticketId" : "5000000016294",
"status" : "Not Started"
}, {
"subject" : "sadfsadf",
"completedTime" : null,
"departmentId" : "5000000012710",
"dueDate" : null,
"creatorId" : "5000000015911",
"ownerId" : "5000000015911",
"secId" : "9d4883f2d94d59e41c8e46db1a43ba49",
"isCommented" : true,
"contact" : {
"firstName" : null,
"lastName" : "Lawrence",
"phone" : "1 888 900 9646",
"mobile" : null,
"id" : "5000000016252",
"secId" : "9d4883f2d94d59e42b7cc45393ad8ff8"
},
"createdTime" : "2019-04-16T12:02:27.000Z",
"startTime" : "2019-04-25T06:30:00.000Z",
"id" : "5000000084070",
"direction" : "inbound",
"ticket" : {
"ticketNumber" : "101",
"phone" : "1 888 900 9646",
"subject" : "Here's your first ticket.",
"dueDate" : "2019-03-29T09:51:26.000Z",
"teamId" : null,
"id" : "5000000016294",
"assignee" : {
"photoURL" : null,
"firstName" : "George",
"lastName" : "McKinson",
"id" : "5000000015911"
},
"status" : "Open",
"secId" : "9d4883f2d94d59e415b08d3d4c697d42"
},
"contactId" : "5000000016252",
"team" : null,
"priority" : "High",
"layoutId" : "5000000013470",
"webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Events/dv/9d4883f2d94d59e41c8e46db1a43ba49",
"teamId" : null,
"assignee" : {
"firstName" : "George",
"lastName" : "McKinson",
"photoURL" : null,
"id" : "5000000015911"
},
"isSpam" : false,
"category" : "Meeting",
"activityType" : "Events",
"ticketId" : "5000000016294",
"status" : "Not Started"
} ]
}
This API moves event entries to the Recycle Bin of your help desk portal.
list
requiredIDs of the activities to delete
OAuth Scope
Desk.activities.events.DELETE
, Desk.activities.DELETE
,
Desk.events.DELETE
Request Example
Response Example
204
This API deletes the given spam events
list
requiredIDs of the spam events
OAuth Scope
Desk.activities.events.DELETE , Desk.activities.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000001297",
"errors" : null
}, {
"success" : false,
"id" : "1892000000001358",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422",
"errorJson" : { }
}
} ]
}
This API updates multiple events at once.
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.activities.events.UPDATE
, Desk.activities.UPDATE
,
Desk.events.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1892000000093303",
"errors" : null
}, {
"success" : true,
"id" : "1892000000085009",
"errors" : null
}, {
"success" : false,
"id" : "1892000000050003",
"errors" : {
"errorMessage" : "Either the field is invalid or the field may be restricted to update",
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API deletes all spam events.
OAuth Scope
Desk.activities.events.DELETE , Desk.activities.DELETE
Request Example
Response Example
202
Event comments refer to comments recorded on events assigned to agents. We are introducing a new key called contentType in the responses to ticket comment APIs. This new key supports two values: html and plaintext. Both types of content will be delivered only in plain text in API responses and the contentType key only indicates the presence of html formatting in the original comment.
long
ID of the comment
string
Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
long
ID of the user who made the comment
timestamp
Time of comment creation
timestamp
Time of comment modification
string
Used to denote the content-type which maybe html or plainText. The default type is html.
Example
{ "commentedTime" : "2014-11-28T10:25:13.000Z", "isPublic" : false, "id" : "1892000000366001", "contentType" : "html", "content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing", "commenterId" : "1892000000042001", "mention" : [ { "firstName" : "", "lastName" : "pandees", "photoURL" : null, "offSet" : "7", "length" : "28", "id" : "31138000000573164", "type" : "AGENT", "email" : "jade15tywin@zylker.com", "zuid" : "55616589" }, { "offSet" : "39", "length" : "46", "name" : "new team", "id" : "31138000001254025", "type" : "TEAM" }, { "offSet" : "59", "departmentId" : "3113800000634345", "entityNumber" : "1342", "length" : "26", "name" : "", "id" : "3113800000143134", "type" : "TICKET" } ], "commenter" : { "firstName" : "Jade", "lastName" : "Tywin", "photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo", "name" : "Jade Tywin", "roleName" : "PortalUser", "type" : "END_USER", "email" : "jade12tywin@zylker.com" } }
This API adds a comment to a event.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.activities.events.UPDATE
, Desk.activities.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/events/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.534Z",
"id" : "4000000530003",
"contentType" : "html",
"content" : "First Event comment.",
"commenterId" : "4000000008692",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API updates an existing event comment.
string
optional,Content of the comment. To retrieve or set user mentions, use this code format: zsu[@user:{zuid}zsu.
string
optional,Used to denote the content-type which maybe html or plainText. The default type is html.
OAuth Scope
Desk.activities.events.UPDATE
, Desk.activities.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-01-24T14:56:20.447Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/events/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.000Z",
"id" : "4000000530003",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Edit Event comment",
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API deletes an existing event comment.
OAuth Scope
Desk.activities.events.UPDATE
, Desk.activities.UPDATE
,
Desk.tasks.UPDATE
Request Example
Response Example
204
This API fetches a event comment from the portal.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.activities.events.READ
, Desk.activities.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"modifiedTime" : null,
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_edited.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/events/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T15:04:47.000Z",
"id" : "4000000530005",
"contentType" : "plainText",
"content" : "Second Event Comment......",
"commenterId" : "4000000008692",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "CEO",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}
This API lists a particular number of comments recorded on a event, based on the limit specified.
integer
optional,Index number starting from which the comments must be fetched
integer
required,No. of comments to fetch
string
optional,Sort comments by the commentedTime attribute. The default sorting order is ascending. A - prefix denotes descending order of sorting.
String
optionalSecondary information related to the comments. Value allowed is mentions, which returns the details of users mentioned in the comments.
OAuth Scope
Desk.activities.events.READ
, Desk.activities.READ
,
Desk.tasks.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : null,
"commentedTime" : "2017-01-24T15:04:47.000Z",
"id" : "4000000530005",
"contentType" : "plainText",
"commenterId" : "4000000008692",
"content" : "Sample zsu[@user:55616589]zsu and zsu[@team:31138000001254025_new team]zsu testing",
"mention" : [ {
"firstName" : "",
"lastName" : "pandees",
"photoURL" : null,
"offSet" : "7",
"length" : "28",
"id" : "31138000000573164",
"type" : "AGENT",
"email" : "jade15tywin@zylker.com",
"zuid" : "55616589"
}, {
"offSet" : "39",
"length" : "46",
"name" : "new team",
"id" : "31138000001254025",
"type" : "TEAM"
} ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/agent/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "LightAgent",
"type" : "AGENT",
"email" : "jade12tywin@zylker.com"
}
}, {
"modifiedTime" : "2017-01-24T14:56:20.000Z",
"attachments" : [ {
"size" : "12734",
"name" : "Attachment_list.png",
"id" : "4000000008994",
"href" : "https://desk.zoho.com/api/v1/events/4000000528005/comments/4000000529001/attachments/4000000008994/content"
} ],
"commentedTime" : "2017-01-24T14:54:33.000Z",
"id" : "4000000530003",
"contentType" : "html",
"commenterId" : "4000000008692",
"content" : "Edit Event comment",
"mention" : [ ],
"commenter" : {
"firstName" : "Jade",
"lastName" : "Tywin",
"photoURL" : "https://desk.zoho.com/api/v1/portalUser/4000000008692/photo",
"name" : "Jade Tywin",
"roleName" : "PortalUser",
"type" : "END_USER",
"email" : "jade12tywin@zylker.com"
}
} ]
}
Display Entity helps to open a Entity in Agent's Browser automatically.
This API is used to instruct an agent's browser to open and display a given entity automatically without any manual action required by the agent.
agentId: Id of the agent in whose browser the entity to be opened.
entityName: Name of the entity that needs to be opened.Values allowed are: tickets, contacts.
entityId: Id of the entity.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
200
Module is a structured compartment used to store, organize, and manage specific types of data allowing businesses to efficiently handle different entities such as tickets, contacts, products, price details etc.
string
SingularLabel of the module
string
PluralLabel of the module
string
Description of the module
string
Unique readonly name of the module
string
Specifies the name of the primary field of the module. When creating a module, a unique primary field is assigned to that module.
boolean
Specifies whether the module is a custom module
boolean
Specifies whether the module is department-specific
boolean
Specifies whether the module has a recycle bin feature to store records and attachments deleted from the desk account. If the value is 'true', the deleted records will be moved to the recycle bin, which you can restore if needed. If not, the records will be permanently deleted.
Long
The unique id of the module
long
Id of the User who created the module
timestamp
Specifies the time of creation of the Module
long
Id of the User who modified the module
timestamp
Specifies the time at which changes were made to the module
Example
{ "displayLabel" : "Doctors", "modifiedTime" : "2024-04-19T09:35:02.000Z", "apiName" : "cm_doctors", "modifier" : { "firstName" : "", "lastName" : "Kyle", "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311", "id" : "4000000000329", "email" : "kyle@zylker.com" }, "nameField" : "name", "profileIds" : [ "1000000029530", "1000000029533" ], "description" : "Doctor informations", "departmentIds" : [ "1000000774623", "1000000025632" ], "pluralLabel" : "Doctors", "singularLabel" : "Doctor", "createdBy" : "1000000000375", "isCustomModule" : true, "createdTime" : "2024-04-19T09:04:17.000Z", "modifiedBy" : "1000000000375", "isDeptSpecific" : true, "id" : "1000003000001" }
The API creates a Custom Module. Custom Module allows users to organize, store, and manage specific types of data tailored to meet unique business requirements.
string
required,Singular Label of the module
string
required,Plural Label of the module
string
optional,Description of the module
list
requiredIDs of departments associated with the module
list
requiredIDs of profileIds associated with the module
boolean
optionalSpecifies whether the module is department-specific. If the key is not provided, it will create an organization-level module.
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"displayLabel" : "Doctors",
"modifiedTime" : "2024-04-19T09:35:02.000Z",
"apiName" : "cm_doctors",
"modifier" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"nameField" : "name",
"profileIds" : [ "1000000029530" ],
"description" : "Doctor informations",
"departmentIds" : [ "1000000774623", "1000000025632" ],
"pluralLabel" : "Doctors",
"singularLabel" : "Doctor",
"hasRecycleBin" : true,
"createdBy" : "1000000000375",
"isCustomModule" : true,
"createdTime" : "2024-04-19T09:04:17.000Z",
"modifiedBy" : "1000000000375",
"isDeptSpecific" : true,
"id" : "1000003000001"
}
The API edits a Custom Module.
string
required,Singular Label of the module
string
required,Plural Label of the module
string
optional,Description of the module
list
requiredIDs of departments associated with the module
list
requiredIDs of profileIds associated with the module
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"displayLabel" : "Doctors",
"modifiedTime" : "2024-04-19T09:35:02.000Z",
"apiName" : "cm_doctors",
"modifier" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"nameField" : "name",
"profileIds" : [ "1000000029530", "1000000029533" ],
"description" : "Doctor informations",
"departmentIds" : [ "1000000774623", "1000000025632" ],
"pluralLabel" : "Doctors",
"singularLabel" : "Doctor",
"hasRecycleBin" : true,
"createdBy" : "1000000000375",
"isCustomModule" : true,
"createdTime" : "2024-04-19T09:04:17.000Z",
"modifiedBy" : "1000000000375",
"isDeptSpecific" : true,
"id" : "1000003000001"
}
This API fetches a single Module
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"displayLabel" : "Doctors",
"modifiedTime" : "2024-04-19T09:35:02.000Z",
"apiName" : "cm_doctors",
"modifier" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"nameField" : "name",
"profileIds" : [ "1000000029530", "1000000029533" ],
"description" : "Doctor informations",
"departmentIds" : [ "1000000774623", "1000000025632" ],
"pluralLabel" : "Doctors",
"singularLabel" : "Doctor",
"hasRecycleBin" : true,
"createdBy" : "1000000000375",
"isCustomModule" : true,
"createdTime" : "2024-04-19T09:04:17.000Z",
"modifiedBy" : "1000000000375",
"isDeptSpecific" : true,
"id" : "1000003000001"
}
The API fetches all the modules.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"displayLabel" : "Accounts",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "accounts",
"modifier" : null,
"nameField" : "accountName",
"description" : null,
"pluralLabel" : "Accounts",
"singularLabel" : "Account",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : false,
"id" : "1000000000377"
}, {
"displayLabel" : "Contacts",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "contacts",
"modifier" : null,
"nameField" : "lastName",
"description" : null,
"pluralLabel" : "Contacts",
"singularLabel" : "Contact",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : false,
"id" : "1000000000379"
}, {
"displayLabel" : "Tasks",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "tasks",
"modifier" : null,
"nameField" : "subject",
"description" : null,
"pluralLabel" : "Tasks",
"singularLabel" : "Task",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : true,
"id" : "1000000000383"
}, {
"displayLabel" : "Tickets",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "tickets",
"modifier" : null,
"nameField" : "subject",
"description" : null,
"pluralLabel" : "Tickets",
"singularLabel" : "Ticket",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : true,
"id" : "1000000000423"
}, {
"displayLabel" : "Contracts",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "contracts",
"modifier" : null,
"nameField" : "contractName",
"description" : null,
"pluralLabel" : "Contracts",
"singularLabel" : "Contract",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : true,
"id" : "1000000000427"
}, {
"displayLabel" : "Products",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "products",
"modifier" : null,
"nameField" : "productName",
"description" : null,
"pluralLabel" : "Products",
"singularLabel" : "Product",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : false,
"id" : "1000000000429"
}, {
"displayLabel" : "Time Entry",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "timeEntry",
"modifier" : null,
"nameField" : "requestChargeType",
"description" : null,
"pluralLabel" : "Time Entry",
"singularLabel" : "Time Entry",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : true,
"id" : "1000000000431"
}, {
"displayLabel" : "Agents",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "agents",
"modifier" : null,
"nameField" : "lastName",
"description" : null,
"pluralLabel" : "Agents",
"singularLabel" : "Agent",
"hasRecycleBin" : false,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : false,
"id" : "1000000000435"
}, {
"displayLabel" : "Events",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "events",
"modifier" : null,
"nameField" : "subject",
"description" : null,
"pluralLabel" : "Events",
"singularLabel" : "Event",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : true,
"id" : "1000000000445"
}, {
"displayLabel" : "Calls",
"modifiedTime" : "2000-01-01T00:00:00.000Z",
"apiName" : "calls",
"modifier" : null,
"nameField" : "subject",
"description" : null,
"pluralLabel" : "Calls",
"singularLabel" : "Call",
"hasRecycleBin" : true,
"createdBy" : null,
"isCustomModule" : false,
"createdTime" : "2000-01-01T00:00:00.000Z",
"modifiedBy" : null,
"isDeptSpecific" : true,
"id" : "1000000000447"
}, {
"displayLabel" : "Doctors",
"modifiedTime" : "2024-04-19T09:35:02.000Z",
"apiName" : "cm_doctors",
"modifier" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"nameField" : "name",
"description" : "Doctor informations",
"pluralLabel" : "Doctors",
"singularLabel" : "Doctor",
"hasRecycleBin" : true,
"createdBy" : "1000000000375",
"isCustomModule" : true,
"createdTime" : "2024-04-19T09:04:17.000Z",
"modifiedBy" : "1000000000375",
"isDeptSpecific" : true,
"id" : "1000003000001"
} ]
}
The API fetches a list of modules that are accessible to the current user profile.
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"modules" : [ {
"displayLabel" : "Contracts",
"apiKey" : "contracts",
"isEnabled" : false,
"nameField" : null,
"id" : "1000000000485",
"pluralLabel" : "Contracts",
"singularLabel" : "Contract"
}, {
"displayLabel" : "Time Entry",
"apiKey" : "timeEntry",
"isEnabled" : false,
"nameField" : null,
"id" : "1000000000489",
"pluralLabel" : "Time Entry",
"singularLabel" : "Time Entry"
}, {
"displayLabel" : "Department",
"apiKey" : "departments",
"isEnabled" : false,
"nameField" : null,
"id" : "1000000000491",
"pluralLabel" : "Departments",
"singularLabel" : "Department"
}, {
"displayLabel" : "Agents",
"apiKey" : "agents",
"isEnabled" : false,
"nameField" : null,
"id" : "1000000000493",
"pluralLabel" : "Agents",
"singularLabel" : "Agent"
}, {
"displayLabel" : "Topics",
"apiKey" : "category",
"isEnabled" : false,
"nameField" : null,
"id" : "1000000000527",
"pluralLabel" : "Topics",
"singularLabel" : "Topic"
}, {
"displayLabel" : "Ticketss",
"apiKey" : "tickets",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000481",
"pluralLabel" : "Ticketss",
"singularLabel" : "Ticket"
}, {
"displayLabel" : "Reports",
"apiKey" : "reports",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000463",
"pluralLabel" : "Reports",
"singularLabel" : "Report"
}, {
"displayLabel" : "Dashboards",
"apiKey" : "dashboards",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000465",
"pluralLabel" : "Dashboards",
"singularLabel" : "Dashboard"
}, {
"displayLabel" : "Knowledge Base",
"apiKey" : "kbCategory",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000483",
"pluralLabel" : "Articles",
"singularLabel" : "Article"
}, {
"displayLabel" : "Contacts",
"apiKey" : "contacts",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000461",
"pluralLabel" : "Contacts",
"singularLabel" : "Contact"
}, {
"displayLabel" : "Products",
"apiKey" : "products",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000487",
"pluralLabel" : "Products",
"singularLabel" : "Product"
}, {
"displayLabel" : "Accounts",
"apiKey" : "accounts",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000459",
"pluralLabel" : "Accounts",
"singularLabel" : "Account"
}, {
"displayLabel" : "Community",
"apiKey" : "community",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000533",
"pluralLabel" : "Community",
"singularLabel" : "Community"
}, {
"displayLabel" : "Social",
"apiKey" : "social",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000535",
"pluralLabel" : "Social",
"singularLabel" : "Social"
}, {
"displayLabel" : "Chat",
"apiKey" : "chat",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000537",
"pluralLabel" : "Chat",
"singularLabel" : "Chat"
}, {
"displayLabel" : "Activities",
"apiKey" : "activities",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000471",
"pluralLabel" : "Activities",
"singularLabel" : "Activity"
}, {
"displayLabel" : "Calls",
"apiKey" : "calls",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000531",
"pluralLabel" : "Calls",
"singularLabel" : "Call"
}, {
"displayLabel" : "Tasks",
"apiKey" : "tasks",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000469",
"pluralLabel" : "Tasks",
"singularLabel" : "Task"
}, {
"displayLabel" : "Events",
"apiKey" : "events",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000529",
"pluralLabel" : "Events",
"singularLabel" : "Event"
}, {
"displayLabel" : "IM",
"apiKey" : "im",
"isEnabled" : true,
"nameField" : null,
"id" : "1000000000475",
"pluralLabel" : "IM",
"singularLabel" : "IM"
} ]
}
The API fetches all the modules available in Zoho Desk.
This API is deprecated, use api/v1/organizationModules api for fetching modules.
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"modules" : [ {
"displayLabel" : "Contracts",
"apiKey" : "contracts",
"nameField" : null,
"id" : "1000000000485",
"pluralLabel" : "Contracts",
"singularLabel" : "Contract"
}, {
"displayLabel" : "Time Entry",
"apiKey" : "timeEntry",
"nameField" : null,
"id" : "1000000000489",
"pluralLabel" : "Time Entry",
"singularLabel" : "Time Entry"
}, {
"displayLabel" : "Department",
"apiKey" : "departments",
"nameField" : null,
"id" : "1000000000491",
"pluralLabel" : "Departments",
"singularLabel" : "Department"
}, {
"displayLabel" : "Agents",
"apiKey" : "agents",
"nameField" : null,
"id" : "1000000000493",
"pluralLabel" : "Agents",
"singularLabel" : "Agent"
}, {
"displayLabel" : "Topics",
"apiKey" : "category",
"nameField" : null,
"id" : "1000000000527",
"pluralLabel" : "Topics",
"singularLabel" : "Topic"
}, {
"displayLabel" : "Ticketss",
"apiKey" : "tickets",
"nameField" : null,
"id" : "1000000000481",
"pluralLabel" : "Ticketss",
"singularLabel" : "Ticket"
}, {
"displayLabel" : "Reports",
"apiKey" : "reports",
"nameField" : null,
"id" : "1000000000463",
"pluralLabel" : "Reports",
"singularLabel" : "Report"
}, {
"displayLabel" : "Dashboards",
"apiKey" : "dashboards",
"nameField" : null,
"id" : "1000000000465",
"pluralLabel" : "Dashboards",
"singularLabel" : "Dashboard"
}, {
"displayLabel" : "Knowledge Base",
"apiKey" : "kbCategory",
"nameField" : null,
"id" : "1000000000483",
"pluralLabel" : "Articles",
"singularLabel" : "Article"
}, {
"displayLabel" : "Contacts",
"apiKey" : "contacts",
"nameField" : null,
"id" : "1000000000461",
"pluralLabel" : "Contacts",
"singularLabel" : "Contact"
}, {
"displayLabel" : "Products",
"apiKey" : "products",
"nameField" : null,
"id" : "1000000000487",
"pluralLabel" : "Products",
"singularLabel" : "Product"
}, {
"displayLabel" : "Accounts",
"apiKey" : "accounts",
"nameField" : null,
"id" : "1000000000459",
"pluralLabel" : "Accounts",
"singularLabel" : "Account"
}, {
"displayLabel" : "Community",
"apiKey" : "community",
"nameField" : null,
"id" : "1000000000533",
"pluralLabel" : "Community",
"singularLabel" : "Community"
}, {
"displayLabel" : "Social",
"apiKey" : "social",
"nameField" : null,
"id" : "1000000000535",
"pluralLabel" : "Social",
"singularLabel" : "Social"
}, {
"displayLabel" : "Chat",
"apiKey" : "chat",
"nameField" : null,
"id" : "1000000000537",
"pluralLabel" : "Chat",
"singularLabel" : "Chat"
}, {
"displayLabel" : "Activities",
"apiKey" : "activities",
"nameField" : null,
"id" : "1000000000471",
"pluralLabel" : "Activities",
"singularLabel" : "Activity"
}, {
"displayLabel" : "Calls",
"apiKey" : "calls",
"nameField" : null,
"id" : "1000000000531",
"pluralLabel" : "Calls",
"singularLabel" : "Call"
}, {
"displayLabel" : "Tasks",
"apiKey" : "tasks",
"nameField" : null,
"id" : "1000000000469",
"pluralLabel" : "Tasks",
"singularLabel" : "Task"
}, {
"displayLabel" : "Events",
"apiKey" : "events",
"nameField" : null,
"id" : "1000000000529",
"pluralLabel" : "Events",
"singularLabel" : "Event"
}, {
"displayLabel" : "IM",
"apiKey" : "im",
"nameField" : null,
"id" : "1000000000475",
"pluralLabel" : "IM",
"singularLabel" : "IM"
} ]
}
A record represents a complete set of information associated with a particular entity or object stored within a module. Once a module is created, records can be created for that module. For example, within a doctor module, a list of doctors can be created, with each doctor being a distinct record within that module.
string
The primary field of the Module for the record
Long
The unique ID of the record
boolean
Specifies whether the record is trashed. The value will be 'false' for records that are in recyclebin.
timestamp
Specifies the time at which changes were made to the record
timestamp
Specifies the time of creation of the record
Example
{ "layout" : { "id" : "1000003000004", "layoutName" : "Standard - Department1" }, "owner" : { "firstName" : "", "lastName" : "Kyle", "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311", "id" : "4000000000329", "email" : "kyle@zylker.com" }, "modifiedTime" : "2024-04-22T13:55:53.000Z", "cf" : { "cf_doctor_description" : "Doctor 1 description" }, "createdBy" : { "firstName" : "", "lastName" : "Kyle", "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311", "id" : "4000000000329", "email" : "kyle@zylker.com" }, "name" : "Doctor 1", "createdTime" : "2024-04-22T13:55:53.000Z", "modifiedBy" : { "firstName" : "", "lastName" : "Kyle", "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311", "id" : "4000000000329", "email" : "kyle@zylker.com" }, "isPresence" : true, "id" : "1000003019049", "department" : { "departmentName" : "Department1", "id" : "1000000025632" } }
This API creates a record for a module.
Call the Organization field API: Call the Organization field API to get the required field information in the custom module.
Collect the field API names: Extract the API names you want to include in your record from the response of the Organization field API. These API names will be used to specify the field values when creating the record.
Pass the field information to the Record API: Make a request to the Record API, providing the field API names and their corresponding values to create the record.
A sample record creation request is provided on the right side for reference.
string
requiredThe primary field of the Module for the record
jsonObject
optionalLayout of the record
jsonObject
optionalThe owner of the record
jsonObject
optionalCustom fields associated with the record
OAuth Scope
Desk.custommodule.CREATE
Request Example
Response Example
{
"layout" : {
"id" : "1000003000004",
"layoutName" : "Standard - Department1"
},
"owner" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"modifiedTime" : "2024-04-22T13:55:53.000Z",
"cf" : {
"cf_doctor_description" : "Doctor 1 description"
},
"createdBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"name" : "Doctor 1",
"createdTime" : "2024-04-22T13:55:53.000Z",
"modifiedBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"isPresence" : true,
"id" : "1000003019049",
"department" : {
"departmentName" : "Department1",
"id" : "1000000025632"
}
}
This API Edits a record for a module.
Call the Organization field API: Call the Organization field API to get the required field information in the custom module.
Collect the field API names: Extract the API names you want to include in your record from the response of the Organization field API. These API names will be used to specify the field values when updating the record.
Pass the field information to the Record API: Make a request to the Record API, providing the field API names and their corresponding values to update the record.
A sample record update request is provided on the right side for reference.
string
requiredThe primary field of the Module for the record
jsonObject
optionalLayout of the record
jsonObject
optionalThe owner of the record
jsonObject
optionalCustom fields associated with the record
OAuth Scope
Desk.custommodule.UPDATE
Request Example
Response Example
{
"layout" : {
"id" : "1000003000004",
"layoutName" : "Standard - Department1"
},
"owner" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"modifiedTime" : "2024-04-22T14:09:41.000Z",
"cf" : {
"cf_doctor_description" : "Doctor 1 description change"
},
"createdBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"name" : "Doctor 1",
"createdTime" : "2024-04-22T13:55:53.000Z",
"modifiedBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"isPresence" : true,
"id" : "1000003019049",
"department" : {
"departmentName" : "Department1",
"id" : "1000000025632"
}
}
This API fetches a single record.
OAuth Scope
Desk.custommodule.READ
Request Example
Response Example
{
"layout" : {
"id" : "1000003000004",
"layoutName" : "Standard - Department1"
},
"owner" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"modifiedTime" : "2024-04-22T14:09:41.000Z",
"cf" : {
"cf_doctor_description" : "Doctor 1 description change"
},
"createdBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"name" : "Doctor 1",
"createdTime" : "2024-04-22T13:55:53.000Z",
"modifiedBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"isPresence" : true,
"id" : "1000003019049",
"department" : {
"departmentName" : "Department1",
"id" : "1000000025632"
}
}
This API lists a particular number of records, based on the limit specified.
long
requiredThe ID of the view from which records need to be fetched.
integer
optional,The starting index number from where the records should be fetched.
integer
optional,The number of records that need to be fetched.
string
optional,Sort by a specific attribute. The allowed values are createdTime or modifiedTime. Note: 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). Note: All field types except multi-text are supported. Standard, non-editable fields are supported too. Maximum of 30 fields is supported as comma separated values.
OAuth Scope
Desk.custommodule.READ
Request Example
Response Example
{
"data" : [ {
"layout" : {
"id" : "1000003000004",
"layoutName" : "Standard - Department1"
},
"owner" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"modifiedTime" : "2024-04-22T14:18:17.000Z",
"createdBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"name" : "Doctor 2",
"createdTime" : "2024-04-22T14:18:17.000Z",
"modifiedBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"id" : "1000003019058",
"department" : {
"departmentName" : "Department1",
"id" : "1000000025632"
}
}, {
"layout" : {
"id" : "1000003000004",
"layoutName" : "Standard - Department1"
},
"owner" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"modifiedTime" : "2024-04-22T14:09:41.000Z",
"createdBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"name" : "Doctor 1",
"createdTime" : "2024-04-22T13:55:53.000Z",
"modifiedBy" : {
"firstName" : "",
"lastName" : "Kyle",
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000329/photo?orgId=3981311",
"id" : "4000000000329",
"email" : "kyle@zylker.com"
},
"id" : "1000003019049",
"department" : {
"departmentName" : "Department1",
"id" : "1000000025632"
}
} ]
}
This API fetches the number of records.
long
requiredID of the view from which the record count needs to be fetched.
OAuth Scope
Desk.custommodule.READ
Request Example
Response Example
{
"count" : "2"
}
This API moves records to the Recycle Bin.
list
requiredIDs of the records to move to the Recycle Bin
OAuth Scope
Desk.custommodule.UPDATE
Request Example
Response Example
{
"data" : [ {
"success" : true,
"id" : "1000003019001",
"errors" : null
} ]
}
The API simultaneously updates multiple records.
list
requiredArray containing the IDs of the records to update. Note: The maximum number of IDs allowed is 50.
string
required,Name of the field to update
string
optional,Value in the field
OAuth Scope
Desk.custommodule.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "1000003019058",
"errors" : null
}, {
"success" : true,
"id" : "1000003019070",
"errors" : null
} ]
}
Account refers to customer organizations that use your products or services. An account can have multiple contacts.
boolean
Key that returns if the value in the field is encrypted or not. The field types are Text, Number, Percent, Decimal, Email, Phone, URL which supports encryption
string
Name of the field on the UI
deprecated
string
Name of the custom field
string
Unique readonly name of the custom field that can be used to update value of record in api
string
i18nlabel for the field label
string
Data type of the field. Values allowed are Text, Number, Percent, Decimal, Currency, Date, Date Time, Email, Phone, PickList, Website, Textarea, Checkbox, Multiselect, Boolean and LargeText
integer
Maximum permissible length of the value in the field. Applicable for Text, Number, Decimal, and Currency fields
integer
Number of decimal places the value in a field can take. Applicable for Decimal and Currency fields
integer
Precision of the value in the field. Precision refers to the total number of digits in a decimal number. For example, the precision of 30.12 is 4. Applicable for Currency fields
string
Option to round off complex decimal numbers to the nearest whole number or shorter decimal number. Values allowed are roundOff, roundDown, and roundUp. Applicable only for Currency fields
string
Default value set for a field. Applicable for Checkbox fields
boolean
Is this field available in help center
string
the tool tip of the field
string
the tool tip of the field
boolean
While enabled tracks the last activity of the particular field
Example
{ "displayLabel" : "Department", "apiName" : "departmentId", "isCustomField" : false, "showToHelpCenter" : true, "isEncryptedField" : false, "id" : "4000000000353", "type" : "LookUp", "maxLength" : 50, "isMandatory" : false, "properties" : { "translatable" : true } }
This API fetches fields in a module
String
requiredthe module name with in which search to be done. Value may be tickets, contacts , accounts ,tasks , calls , events, timeEntry,products, contracts, agents
string
optional,Key that fetches only the fields whose apiNames are given. Multiple values can be passed, with commas for separation.
long
optionalKey that fetches only the fields for the given departmentId.
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"displayLabel" : "Department",
"apiName" : "departmentId",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000353",
"type" : "LookUp",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Account Name",
"apiName" : "accountId",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000355",
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Contact Name",
"apiName" : "contactId",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000357",
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : true
}, {
"displayLabel" : "Email",
"apiName" : "email",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000359",
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"apiName" : "phone",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000361",
"type" : "Phone",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Subject",
"apiName" : "subject",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000363",
"type" : "Text",
"maxLength" : 255,
"isMandatory" : true
}, {
"displayLabel" : "Description",
"apiName" : "description",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000365",
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Status",
"allowedValues" : [ {
"statusType" : "Open",
"value" : "Open"
}, {
"statusType" : "Open",
"value" : "Open_july"
}, {
"statusType" : "Open",
"value" : "Open_newDept"
}, {
"statusType" : "On Hold",
"value" : "On Hold"
}, {
"statusType" : "Open",
"value" : "Escalated"
}, {
"statusType" : "Closed",
"value" : "Closed1"
}, {
"statusType" : "Open",
"value" : "Closed"
}, {
"statusType" : "Closed",
"value" : "newDeptClosed"
}, {
"statusType" : "Closed",
"value" : "julyDeptClosed"
}, {
"statusType" : "Closed",
"value" : "julyDeptClosed1"
} ],
"apiName" : "status",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000367",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : true
}, {
"displayLabel" : "Product Name",
"apiName" : "productId",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000369",
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Case Owner",
"apiName" : "assigneeId",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000371",
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Category",
"allowedValues" : [ {
"value" : "General"
}, {
"value" : "Defects"
}, {
"value" : "ManojKumar"
} ],
"apiName" : "category",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000421",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Sub Category",
"allowedValues" : [ {
"value" : "Sub General"
}, {
"value" : "Sub Defects"
}, {
"value" : "Sub Defects1235"
} ],
"apiName" : "subCategory",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000423",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Due Date",
"apiName" : "dueDate",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000405",
"type" : "DateTime",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Priority",
"allowedValues" : [ {
"value" : "-None-"
}, {
"value" : "High"
}, {
"value" : "Medium"
}, {
"value" : "Low"
} ],
"apiName" : "priority",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000407",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Mode",
"allowedValues" : [ {
"value" : "Phone"
}, {
"value" : "Email"
}, {
"value" : "Web"
}, {
"value" : "Twitter"
}, {
"value" : "Facebook"
}, {
"value" : "Chat"
}, {
"value" : "Forums"
}, {
"value" : "Feedback Widget"
} ],
"apiName" : "channel",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000409",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Is Overdue",
"apiName" : "Is Overdue",
"isCustomField" : false,
"defaultValue" : "true",
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000411",
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Is Escalated",
"apiName" : "Is Escalated",
"isCustomField" : false,
"defaultValue" : "true",
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000413",
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Classification",
"allowedValues" : [ {
"value" : "-None-"
}, {
"value" : "Question"
}, {
"value" : "Problem"
}, {
"value" : "Feature"
}, {
"value" : "Others"
} ],
"apiName" : "classification",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000415",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Resolution",
"apiName" : "resolution",
"isCustomField" : false,
"showToHelpCenter" : true,
"isEncryptedField" : false,
"id" : "4000000000417",
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Sample Text Field",
"apiName" : "cf_sample_text_field",
"isCustomField" : false,
"toolTipType" : "placeHolder",
"showToHelpCenter" : true,
"isEncryptedField" : false,
"toolTip" : "Sample Text Field",
"id" : "4000000000447",
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Large Text Field",
"apiName" : "cf_large_text_field",
"isCustomField" : true,
"i18NLabel" : "Large Text Field",
"name" : "LargeText field",
"isEncryptedField" : false,
"id" : "4000000000449",
"type" : "LargeText",
"maxLength" : 16000000,
"isMandatory" : false,
"properties" : {
"translatable" : true
}
} ]
}
This API creates a field
String
requiredName of the module whose fields must be fetched. Values allowed are tickets, contacts, accounts, tasks, timeEntry, products , calls , events, and contracts.
boolean
optionalKey that returns if the value in the field is encrypted or not. The field types are Text, Number, Percent, Decimal, Email, Phone, URL which supports encryption
string
required,Name of the field on the UI
deprecatedstring
optional,Name of the custom field
string
required,Data type of the field. Values allowed are Text, Number, Percent, Decimal, Currency, Date, Date Time, Email, Phone, PickList, Website, Textarea, Checkbox, Multiselect, Boolean and LargeText
integer
optionalMaximum permissible length of the value in the field. Applicable for Text, Number, Decimal, and Currency fields
integer
optionalNumber of decimal places the value in a field can take. Applicable for Decimal and Currency fields
integer
optionalPrecision of the value in the field. Precision refers to the total number of digits in a decimal number. For example, the precision of 30.12 is 4. Applicable for Currency fields
string
optional,Option to round off complex decimal numbers to the nearest whole number or shorter decimal number. Values allowed are roundOff, roundDown, and roundUp. Applicable only for Currency fields
string
optional,Default value set for a field. Applicable for Checkbox fields
string
optional,the tool tip of the field
string
optional,the tool tip of the field
boolean
optionalWhile enabled tracks the last activity of the particular field
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"displayLabel" : "Sample Text Field",
"apiName" : "cf_sample_text_field",
"isCustomField" : true,
"toolTipType" : "placeHolder",
"showToHelpCenter" : true,
"isEncryptedField" : true,
"toolTip" : "Sample Text Field",
"id" : "4000000049001",
"type" : "Text",
"maxLength" : 50,
"isMandatory" : false
}
This API edits a field
boolean
optionalKey that returns if the value in the field is encrypted or not. The field types are Text, Number, Percent, Decimal, Email, Phone, URL which supports encryption
string
optional,Name of the field on the UI
deprecatedstring
optional,Name of the custom field
string
optional,Data type of the field. Values allowed are Text, Number, Percent, Decimal, Currency, Date, Date Time, Email, Phone, PickList, Website, Textarea, Checkbox, Multiselect, Boolean and LargeText
integer
optionalMaximum permissible length of the value in the field. Applicable for Text, Number, Decimal, and Currency fields
integer
optionalNumber of decimal places the value in a field can take. Applicable for Decimal and Currency fields
integer
optionalPrecision of the value in the field. Precision refers to the total number of digits in a decimal number. For example, the precision of 30.12 is 4. Applicable for Currency fields
string
optional,Option to round off complex decimal numbers to the nearest whole number or shorter decimal number. Values allowed are roundOff, roundDown, and roundUp. Applicable only for Currency fields
string
optional,Default value set for a field. Applicable for Checkbox fields
string
optional,the tool tip of the field
string
optional,the tool tip of the field
boolean
optionalWhile enabled tracks the last activity of the particular field
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"displayLabel" : "Sample Text Field",
"apiName" : "cf_sample_text_field",
"isCustomField" : true,
"toolTipType" : "placeHolder",
"showToHelpCenter" : false,
"isEncryptedField" : true,
"toolTip" : "Sample Text Field",
"id" : "4000000049001",
"type" : "Text",
"maxLength" : 40,
"isMandatory" : false
}
This API get a field
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"displayLabel" : "Sample Text Field",
"apiName" : "cf_sample_text_field",
"isCustomField" : true,
"toolTipType" : "placeHolder",
"showToHelpCenter" : false,
"isEncryptedField" : true,
"toolTip" : "Sample Text Field",
"id" : "4000000049001",
"type" : "Text",
"maxLength" : 40,
"isMandatory" : false
}
This API get a field permissions for all the profiles
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"profileName" : "Administrator",
"isReadOnly" : false,
"profileId" : "4000000012339",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Standard",
"isReadOnly" : false,
"profileId" : "4000000012342",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Supervisor",
"isReadOnly" : false,
"profileId" : "4000000012348",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Support Manager",
"isReadOnly" : false,
"profileId" : "4000000012351",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Newbie Agent",
"isReadOnly" : false,
"profileId" : "4000000012354",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Light Agent",
"isReadOnly" : false,
"profileId" : "4000000012357",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
} ]
}
This API update field permissions
list
optionalnull
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"data" : [ {
"profileName" : "Administrator",
"isReadOnly" : false,
"profileId" : "4000000012339",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Standard",
"isReadOnly" : false,
"profileId" : "4000000012342",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Supervisor",
"isReadOnly" : false,
"profileId" : "4000000012348",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Support Manager",
"isReadOnly" : false,
"profileId" : "4000000012351",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Newbie Agent",
"isReadOnly" : false,
"profileId" : "4000000012354",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
}, {
"profileName" : "Light Agent",
"isReadOnly" : false,
"profileId" : "4000000012357",
"isInVisibleAccess" : false,
"isReadAccess" : false,
"isInVisible" : false,
"isWriteOnly" : true,
"isWriteAccess" : true,
"isCustomProfile" : false
} ]
}
This API delete a custom field
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API returns the custom field count allowed and available in a module.
String
requiredName of the module whose allowed and available custom fields must be fetched. Values allowed are tickets, contacts, accounts, tasks, calls, events, timeEntry, products, and contracts.
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"customFieldCounts" : [ {
"types" : [ "Text", "PickList", "Email", "Phone", "Website" ],
"maximumLimit" : 100,
"available" : 100,
"type" : "Varchar"
}, {
"types" : [ "Textarea", "Multiselect" ],
"maximumLimit" : 30,
"available" : 30,
"type" : "Text"
}, {
"types" : [ "Number" ],
"maximumLimit" : 20,
"available" : 20,
"type" : "Integer"
}, {
"types" : [ "Percent", "Decimal", "Currency" ],
"maximumLimit" : 20,
"available" : 20,
"type" : "Double"
}, {
"types" : [ "Date" ],
"maximumLimit" : 20,
"available" : 20,
"type" : "Date"
}, {
"types" : [ "DateTime" ],
"maximumLimit" : 20,
"available" : 20,
"type" : "DateTime"
}, {
"types" : [ "Checkbox" ],
"maximumLimit" : 20,
"available" : 20,
"type" : "Boolean"
}, {
"types" : [ "Text", "Website", "Email", "Number", "Phone", "Percent", "Decimal" ],
"maximumLimit" : 10,
"available" : 10,
"type" : "DESK_SEARCHABLE_CTEXT_OEK"
}, {
"maximumLimit" : 10,
"available" : 10,
"type" : "Formula"
} ],
"totalAvailableCount" : 230
}
This API fetches criteria references of a custom field
String
requiredFeature name from which criteria references has to be fetched - DirectAssignment, RoundRobin, WorkFlow, SLA, Supervise, BluePrint, CustomView, Report, GameTrophy, GameBadge, LayoutRules, ValidationRules
integer
required,Index number, starting from which the rules must be listed
integer
required,Number of references to fetch
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"DirectAssignment" : [ {
"encryptedId" : "c50bd2066db398caace9491e3010e657",
"name" : "DA Rule1",
"id" : 21000000057136
}, {
"encryptedId" : "c50bd2066db398caace9491e789a5cb3",
"name" : "DA Rule2",
"id" : 21000000067146
} ]
}
Layouts define the arrangement and necessity of fields in forms used to capture details of help desk resources: Tickets, Tasks, Contacts, and so on. Each department can have unique layouts with both default and custom fields. You can also determine the visibility settings for each field in a layout.
long
ID of the layout
long
ID of user who created the layout
long
ID of user who modified the layout
long
ID of department in which the layout is configured
timestamp
Time of creating the layout
timestamp
Time of modifying the layout
boolean
Key that returns if the layout is the default layout in the module
string
Name of the layout
string
Description of the layout
string
Display Name of the layout in HelpCenter
Example
{ "modifiedTime" : "2017-07-01T07:36:04.000Z", "skipDeptAccessValidation" : false, "layoutProfiles" : [ { "profileName" : "Support Administrator", "isDefault" : true, "id" : 4000000015183, "type" : "ADMIN" }, { "profileName" : "Agent", "isDefault" : true, "id" : 4000000015186, "type" : "STANDARD" }, { "profileName" : "Help Center", "isDefault" : true, "id" : 4000000015189, "type" : "PORTAL" }, { "profileName" : "Supervisor", "isDefault" : false, "id" : "4000000015192", "type" : "CUSTOM" }, { "profileName" : "Support Manager", "isDefault" : false, "id" : "4000000015195", "type" : "CUSTOM" }, { "profileName" : "Newbie Agent", "isDefault" : false, "id" : "4000000015198", "type" : "CUSTOM" }, { "profileName" : "Light Agent", "isDefault" : true, "id" : "4000000015201", "type" : "LIGHT" } ], "createdBy" : "4000000009118", "departmentId" : "4000000007175", "layoutDisplayName" : "Default Ticket Layout", "createdTime" : "2017-07-01T07:36:04.000Z", "modifiedBy" : "", "id" : "4000000007177", "isDefaultLayout" : true, "layoutDesc" : "Layout for the ticket module", "layoutName" : "Default Ticket Layout" }
This API lists all the layouts configured for a module.
String
requiredName of the module whose layouts must be fetched. Values allowed are tickets, contacts, accounts , calls , events, tasks, timeEntry, products, and contracts.
long
optionalID of the department in which the layouts are configured
String
required,Status of the layout Values allowed are active|inactive|all
integer
required,from index
integer
required,no of layouts to be fetched
string
optional,Name of the layout used as the keyword for the search
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2019-05-09T06:24:10.000Z",
"departmentId" : "4000000012710",
"module" : "Cases",
"layoutDisplayName" : "New Layout For Tickets",
"layoutDesc" : "DESC",
"isDefaultLayout" : true,
"layoutName" : "New Layout For Tickets",
"skipDeptAccessValidation" : false,
"layoutProfiles" : [ {
"profileName" : "Support Administrator",
"isDefault" : true,
"id" : "4000000015183",
"type" : "ADMIN"
}, {
"profileName" : "Agent",
"isDefault" : true,
"id" : "4000000015186",
"type" : "STANDARD"
}, {
"profileName" : "Help Center",
"isDefault" : true,
"id" : "4000000015189",
"type" : "PORTAL"
} ],
"createdBy" : "4000000015894",
"createdTime" : "2019-05-03T06:36:33.000Z",
"modifiedBy" : "4000000015894",
"id" : "4000000013464",
"status" : "active"
}, {
"modifiedTime" : "2019-05-06T01:45:58.000Z",
"departmentId" : "4000000012710",
"module" : "Cases",
"layoutDisplayName" : "cloneLayout",
"layoutDesc" : "DESC",
"isDefaultLayout" : false,
"layoutName" : "cloneLayout",
"skipDeptAccessValidation" : false,
"layoutProfiles" : [ {
"profileName" : "Support Administrator",
"isDefault" : true,
"id" : "4000000015183",
"type" : "ADMIN"
}, {
"profileName" : "Agent",
"isDefault" : true,
"id" : "4000000015186",
"type" : "STANDARD"
}, {
"profileName" : "Help Center",
"isDefault" : true,
"id" : "4000000015189",
"type" : "PORTAL"
}, {
"profileName" : "Supervisor",
"isDefault" : false,
"id" : "4000000015192",
"type" : "CUSTOM"
}, {
"profileName" : "Support Manager",
"isDefault" : false,
"id" : "4000000015195",
"type" : "CUSTOM"
}, {
"profileName" : "Newbie Agent",
"isDefault" : false,
"id" : "4000000015198",
"type" : "CUSTOM"
}, {
"profileName" : "Light Agent",
"isDefault" : true,
"id" : "4000000015201",
"type" : "LIGHT"
} ],
"createdBy" : "4000000015894",
"createdTime" : "2019-05-06T01:45:58.000Z",
"modifiedBy" : "4000000015894",
"id" : "4000000017001",
"status" : "active"
} ]
}
This API fetches a layout configured for a module
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"modifiedTime" : "2017-07-01T07:36:04.000Z",
"skipDeptAccessValidation" : false,
"createdBy" : "4000000009118",
"departmentId" : "4000000007175",
"layoutDisplayName" : "Default Ticket Layout",
"createdTime" : "2017-07-01T07:36:04.000Z",
"modifiedBy" : "",
"id" : "4000000007177",
"isDefaultLayout" : true,
"sections" : [ {
"name" : "Ticket Information",
"isCustomSection" : false,
"id" : 1,
"fields" : [ {
"displayLabel" : "Department",
"apiName" : "departmentId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000353",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 50,
"isMandatory" : true
}, {
"displayLabel" : "Contact Name",
"apiName" : "contactId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000357",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : true
}, {
"displayLabel" : "Account Name",
"apiName" : "accountId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000355",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Email",
"apiName" : "email",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000359",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"apiName" : "phone",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000361",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Phone",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Education Type",
"allowedValues" : [ "Education :: University :: Private", "Education :: University :: Public", "Education :: School :: Private", "Education :: School :: Public" ],
"apiName" : "cf_education_type",
"isCustomField" : true,
"defaultValue" : "Education :: University :: Private",
"isNested" : true,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000009999",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Sub Category",
"allowedValues" : [ "Sub General", "Sub Defects" ],
"apiName" : "subCategory",
"isCustomField" : false,
"defaultValue" : "Sub General",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000423",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects" ],
"apiName" : "category",
"isCustomField" : false,
"defaultValue" : "General",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000421",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Subject",
"apiName" : "subject",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000363",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "Text",
"maxLength" : 255,
"isMandatory" : true
}, {
"displayLabel" : "Description",
"apiName" : "description",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000365",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "Open_july", "On Hold", "Escalated", "Closed1", "Closed", "newDeptClosed" ],
"apiName" : "status",
"isCustomField" : false,
"defaultValue" : "Open",
"isNested" : false,
"isSystemMandatory" : true,
"type" : "Picklist",
"restoreOnReplyValues" : [ "Open_july", "newDeptClosed", "Escalated", "On Hold", "Closed", "Closed1", "Open" ],
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000367",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : true
}, {
"displayLabel" : "Case Owner",
"apiName" : "assigneeId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000371",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Product Name",
"apiName" : "productId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000369",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
} ]
}, {
"name" : "Additional Information",
"isCustomSection" : false,
"id" : 2,
"fields" : [ {
"displayLabel" : "Due Date",
"apiName" : "dueDate",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000405",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "DateTime",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "-None-", "High", "Medium", "Low" ],
"apiName" : "priority",
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000407",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Mode",
"allowedValues" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"apiName" : "channel",
"isCustomField" : false,
"defaultValue" : "Phone",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000409",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Is Overdue",
"apiName" : "Is Overdue",
"isCustomField" : false,
"defaultValue" : "true",
"isEncryptedField" : false,
"id" : "4000000000411",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Is Escalated",
"apiName" : "Is Escalated",
"isCustomField" : false,
"defaultValue" : "true",
"isEncryptedField" : false,
"id" : "4000000000413",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Classification",
"allowedValues" : [ "-None-", "Question", "Problem", "Feature", "Others" ],
"apiName" : "classification",
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000415",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Resolution",
"apiName" : "resolution",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000417",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Sample TextArea",
"apiName" : "cf_sample_textarea",
"isCustomField" : true,
"toolTipType" : "placeHolder",
"isEncryptedField" : false,
"toolTip" : "Sample Field",
"id" : "4000000000447",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
} ]
} ],
"layoutDesc" : "Default Layout of the Ticket",
"layoutName" : "Default Ticket Layout"
}
This API creates new Layout by cloning existing layout.
string
required,Name of the layout
string
optional,Description of the layout
string
required,Display Name of the layout in HelpCenter
boolean
requiredKey that returns if the layout is the default layout in the module
long
optionalId which helps to clone a layout in another department
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2019-05-08T02:21:34.000Z",
"module" : "Accounts",
"layoutDisplayName" : "Clonned Account Layout",
"layoutDesc" : "layout of the accounts",
"isDefaultLayout" : false,
"sections" : [ {
"name" : "Account Information",
"isCustomSection" : true,
"id" : 1,
"fields" : [ {
"displayLabel" : "Account Name",
"isCustomField" : false,
"name" : "accountName",
"id" : "4000000000404",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "Text",
"maxLength" : 200,
"isMandatory" : true
}, {
"displayLabel" : "Email",
"isCustomField" : false,
"name" : "email",
"id" : "4000000000408",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"isCustomField" : false,
"name" : "phone",
"id" : "4000000000406",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Phone",
"maxLength" : 30,
"isMandatory" : false
}, {
"displayLabel" : "Website",
"isCustomField" : false,
"name" : "website",
"id" : "4000000000410",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "URL",
"maxLength" : 2083,
"isMandatory" : false
}, {
"displayLabel" : "Country",
"isCustomField" : false,
"name" : "country",
"id" : "4000000000438",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Text",
"maxLength" : 30,
"isMandatory" : false
}, {
"displayLabel" : "Account Owner",
"isCustomField" : false,
"name" : "ownerId",
"id" : "4000000000412",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Education Type",
"allowedValues" : [ "Education :: University :: Private", "Education :: University :: Public", "Education :: School :: Private", "Education :: School :: Public" ],
"apiName" : "cf_education_type",
"isCustomField" : true,
"defaultValue" : "Education :: University :: Private",
"isNested" : true,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000009999",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
} ]
} ],
"layoutName" : "cloneAccLayout1",
"skipDeptAccessValidation" : false,
"createdBy" : "4000000015894",
"createdTime" : "2019-05-08T02:21:34.000Z",
"modifiedBy" : "4000000015894",
"id" : "4000000039001",
"status" : "active"
}
This API creates the layout
boolean
requiredKey that returns if the layout is the default layout in the module
list
requiredsections in the layout
string
required,mdoule name
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2019-05-09T04:52:57.000Z",
"departmentId" : "4000000012710",
"module" : "Accounts",
"layoutDisplayName" : "Clonned Account Layout",
"layoutDesc" : "DESC",
"isDefaultLayout" : false,
"sections" : [ {
"name" : "Account Information",
"isCustomSection" : true,
"id" : 1,
"fields" : [ {
"displayLabel" : "Account Name",
"isCustomField" : false,
"name" : "accountName",
"id" : "4000000000404",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "Text",
"maxLength" : 200,
"isMandatory" : true
}, {
"displayLabel" : "Email",
"isCustomField" : false,
"name" : "email",
"id" : "4000000000408",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"isCustomField" : false,
"name" : "phone",
"id" : "4000000000406",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Phone",
"maxLength" : 30,
"isMandatory" : false
}, {
"displayLabel" : "Website",
"isCustomField" : false,
"name" : "website",
"id" : "4000000000410",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "URL",
"maxLength" : 2083,
"isMandatory" : false
}, {
"displayLabel" : "Country",
"isCustomField" : false,
"name" : "country",
"id" : "4000000000438",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Text",
"maxLength" : 30,
"isMandatory" : false
}, {
"displayLabel" : "Account Owner",
"isCustomField" : false,
"name" : "ownerId",
"id" : "4000000000412",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
} ]
} ],
"layoutName" : "accounts layout ",
"skipDeptAccessValidation" : false,
"createdBy" : "4000000015894",
"createdTime" : "2019-05-09T04:52:57.000Z",
"modifiedBy" : "4000000015894",
"id" : "4000000043004",
"status" : "active"
}
This API updates details of an existing layout.
boolean
optionalKey that returns if the layout is the default layout in the module
list
optionalsections in the layout
string
optional,mdoule name
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2017-07-01T07:36:04.000Z",
"skipDeptAccessValidation" : false,
"createdBy" : "4000000009118",
"departmentId" : "4000000007175",
"layoutDisplayName" : "ClonedLayout",
"createdTime" : "2017-07-01T07:36:04.000Z",
"modifiedBy" : "",
"id" : "4000000007177",
"isDefaultLayout" : true,
"sections" : [ {
"name" : "Ticket Information",
"isCustomSection" : false,
"id" : 1,
"fields" : [ {
"displayLabel" : "Department",
"apiName" : "departmentId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000353",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 50,
"isMandatory" : true
}, {
"displayLabel" : "Contact Name",
"apiName" : "contactId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000357",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : true
}, {
"displayLabel" : "Account Name",
"apiName" : "accountId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000355",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Email",
"apiName" : "email",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000359",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"apiName" : "phone",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000361",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Phone",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Education Type",
"allowedValues" : [ "Education :: University :: Private", "Education :: University :: Public", "Education :: School :: Private", "Education :: School :: Public" ],
"apiName" : "cf_education_type",
"isCustomField" : true,
"defaultValue" : "Education :: University :: Private",
"isNested" : true,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000009999",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Sub Category",
"allowedValues" : [ "Sub General", "Sub Defects" ],
"apiName" : "subCategory",
"isCustomField" : false,
"defaultValue" : "Sub General",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000423",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects" ],
"apiName" : "category",
"isCustomField" : false,
"defaultValue" : "General",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000421",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Subject",
"apiName" : "subject",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000363",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "Text",
"maxLength" : 255,
"isMandatory" : true
}, {
"displayLabel" : "Description",
"apiName" : "description",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000365",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "Open_july", "On Hold", "Escalated", "Closed1", "Closed", "newDeptClosed" ],
"apiName" : "status",
"isCustomField" : false,
"defaultValue" : "Open",
"isNested" : false,
"isSystemMandatory" : true,
"type" : "Picklist",
"restoreOnReplyValues" : [ "Open_july", "newDeptClosed", "Escalated", "On Hold", "Closed", "Closed1", "Open" ],
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000367",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : true
}, {
"displayLabel" : "Case Owner",
"apiName" : "assigneeId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000371",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Product Name",
"apiName" : "productId",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000369",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
} ]
}, {
"name" : "Additional Information",
"isCustomSection" : false,
"id" : 2,
"fields" : [ {
"displayLabel" : "Due Date",
"apiName" : "dueDate",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000405",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "DateTime",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "-None-", "High", "Medium", "Low" ],
"apiName" : "priority",
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000407",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Mode",
"allowedValues" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"apiName" : "channel",
"isCustomField" : false,
"defaultValue" : "Phone",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000409",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Is Overdue",
"apiName" : "Is Overdue",
"isCustomField" : false,
"defaultValue" : "true",
"isEncryptedField" : false,
"id" : "4000000000411",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Is Escalated",
"apiName" : "Is Escalated",
"isCustomField" : false,
"defaultValue" : "true",
"isEncryptedField" : false,
"id" : "4000000000413",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Classification",
"allowedValues" : [ "-None-", "Question", "Problem", "Feature", "Others" ],
"apiName" : "classification",
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000000415",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Resolution",
"apiName" : "resolution",
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000417",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Sample TextArea",
"apiName" : "cf_sample_textarea",
"isCustomField" : true,
"toolTipType" : "placeHolder",
"isEncryptedField" : false,
"toolTip" : "Sample Field",
"id" : "4000000000447",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
} ]
} ],
"layoutDesc" : "Layout cloned from default layout",
"layoutName" : "Default Ticket Layout"
}
This API deletes a layout
long
requiredThe layout id to which the entities in the deleted layout to be transferred to
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
This Api deactivates existing layout
long
requiredThe layout id to which the entities in the deleted layout to be transferred to
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
This api activates the deactivated Layout.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2019-05-09T09:42:28.000Z",
"departmentId" : "4000000012710",
"module" : "Cases",
"layoutDisplayName" : "ClonedLayout",
"layoutDesc" : "DESC",
"isDefaultLayout" : false,
"sections" : [ {
"name" : "Case Information",
"isCustomSection" : true,
"id" : 1,
"fields" : [ {
"displayLabel" : "Department",
"isCustomField" : false,
"name" : "departmentId",
"id" : "4000000000556",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 50,
"isMandatory" : true
}, {
"displayLabel" : "Contact Name",
"isCustomField" : false,
"name" : "contactId",
"id" : "4000000000560",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : true
}, {
"displayLabel" : "Account Name",
"isCustomField" : false,
"name" : "accountId",
"id" : "4000000000558",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Email",
"isCustomField" : false,
"name" : "email",
"id" : "4000000000562",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"isCustomField" : false,
"name" : "phone",
"id" : "4000000000564",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Phone",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Subject",
"isCustomField" : false,
"name" : "subject",
"id" : "4000000000566",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "Text",
"maxLength" : 255,
"isMandatory" : true
}, {
"displayLabel" : "Description",
"isCustomField" : false,
"name" : "description",
"id" : "4000000000568",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "On Hold", "Escalated", "Closed" ],
"isCustomField" : false,
"defaultValue" : "Open",
"isNested" : false,
"isSystemMandatory" : true,
"type" : "Picklist",
"restoreOnReplyValues" : [ "Open", "On Hold", "Escalated", "Closed" ],
"name" : "status",
"sortBy" : "userDefined",
"id" : "4000000000570",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : true
}, {
"displayLabel" : "Ticket Owner",
"isCustomField" : false,
"name" : "assigneeId",
"id" : "4000000000574",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Product Name",
"isCustomField" : false,
"name" : "productId",
"id" : "4000000000572",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
} ]
}, {
"name" : "Additional Information",
"isCustomSection" : true,
"id" : 2,
"fields" : [ {
"displayLabel" : "Due Date",
"isCustomField" : false,
"name" : "dueDate",
"id" : "4000000000610",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "DateTime",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "-None-", "High", "Medium", "Low" ],
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"name" : "priority",
"sortBy" : "userDefined",
"id" : "4000000000614",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Channel",
"allowedValues" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"isCustomField" : false,
"defaultValue" : "Phone",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"name" : "channel",
"sortBy" : "userDefined",
"id" : "4000000000616",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Classification",
"allowedValues" : [ "-None-", "Question", "Problem", "Feature", "Others" ],
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isSystemMandatory" : false,
"type" : "Picklist",
"name" : "classification",
"sortBy" : "userDefined",
"id" : "4000000000622",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Resolution",
"isCustomField" : false,
"name" : "resolution",
"id" : "4000000000624",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
} ]
} ],
"layoutName" : "Tickets New Layout 6",
"skipDeptAccessValidation" : false,
"createdBy" : "4000000015894",
"createdTime" : "2019-05-06T05:30:06.000Z",
"modifiedBy" : "4000000015894",
"id" : "4000000038033",
"status" : "active"
}
This api returns the profiles associated with a layout
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"profileName" : "Support Administrator",
"isDefault" : true,
"id" : "4000000015183",
"type" : "ADMIN"
}, {
"profileName" : "Agent",
"isDefault" : true,
"id" : "4000000015186",
"type" : "STANDARD"
}, {
"profileName" : "Help Center",
"isDefault" : true,
"id" : "4000000015189",
"type" : "PORTAL"
}, {
"profileName" : "Supervisor",
"isDefault" : false,
"id" : "4000000015192",
"type" : "CUSTOM"
}, {
"profileName" : "Support Manager",
"isDefault" : false,
"id" : "4000000015195",
"type" : "CUSTOM"
}, {
"profileName" : "Newbie Agent",
"isDefault" : false,
"id" : "4000000015198",
"type" : "CUSTOM"
}, {
"profileName" : "Light Agent",
"isDefault" : true,
"id" : "4000000015201",
"type" : "LIGHT"
} ]
}
This api Associates the given profiles to the layout
list
optionalThe profile id to which the layout needs to be associated to
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
This Api provides the standrd layout format for the given module with organisations fields that can be used for create layout
String
requiredName of the module whose layouts must be fetched. Values allowed are tickets, contacts, accounts , calls , events, tasks, timeEntry, products, and contracts.
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"name" : "Case Information",
"id" : 1,
"fields" : [ {
"displayLabel" : "Department",
"isCustomField" : false,
"name" : "departmentId",
"id" : "4000000000556",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 50,
"isMandatory" : true
}, {
"displayLabel" : "Account Name",
"isCustomField" : false,
"name" : "accountId",
"id" : "4000000000558",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Contact Name",
"isCustomField" : false,
"name" : "contactId",
"id" : "4000000000560",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : true
}, {
"displayLabel" : "Email",
"isCustomField" : false,
"name" : "email",
"id" : "4000000000562",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"isCustomField" : false,
"name" : "phone",
"id" : "4000000000564",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Phone",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Subject",
"isCustomField" : false,
"name" : "subject",
"id" : "4000000000566",
"isSystemMandatory" : true,
"isRemovable" : false,
"type" : "Text",
"maxLength" : 255,
"isMandatory" : true
}, {
"displayLabel" : "Description",
"isCustomField" : false,
"name" : "description",
"id" : "4000000000568",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "On Hold", "Escalated", "Closed" ],
"isCustomField" : false,
"defaultValue" : "Open",
"isSystemMandatory" : true,
"type" : "Picklist",
"restoreOnReplyValues" : [ "Open", "On Hold", "Escalated", "Closed" ],
"name" : "status",
"sortBy" : "userDefined",
"id" : "4000000000570",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : true
}, {
"displayLabel" : "Product Name",
"isCustomField" : false,
"name" : "productId",
"id" : "4000000000572",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Ticket Owner",
"isCustomField" : false,
"name" : "assigneeId",
"id" : "4000000000574",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
} ]
}, {
"name" : "Additional Information",
"id" : 2,
"fields" : [ {
"displayLabel" : "Due Date",
"isCustomField" : false,
"name" : "dueDate",
"id" : "4000000000610",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "DateTime",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "-None-", "High", "Medium", "Low" ],
"isCustomField" : false,
"defaultValue" : "-None-",
"name" : "priority",
"sortBy" : "userDefined",
"id" : "4000000000614",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Channel",
"allowedValues" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"isCustomField" : false,
"defaultValue" : "Phone",
"name" : "channel",
"sortBy" : "userDefined",
"id" : "4000000000616",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Classification",
"allowedValues" : [ "-None-", "Question", "Problem", "Feature", "Others" ],
"isCustomField" : false,
"defaultValue" : "-None-",
"name" : "classification",
"sortBy" : "userDefined",
"id" : "4000000000622",
"isSystemMandatory" : false,
"isRemovable" : true,
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Resolution",
"isCustomField" : false,
"name" : "resolution",
"id" : "4000000000624",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
} ]
} ]
}
This API fetches details of a layout, based on the profile of the current user.
long
optionalID of the layout
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"modifiedTime" : "2017-07-10T10:32:11.000Z",
"createdBy" : "4000000009118",
"departmentId" : "4000000007175",
"createdTime" : "2017-07-01T07:36:04.000Z",
"modifiedBy" : "4000000009118",
"id" : "4000000007177",
"isDefaultLayout" : true,
"sections" : [ {
"name" : "Ticket Information",
"isCustomSection" : false,
"id" : 1,
"fields" : [ {
"displayLabel" : "Department",
"apiName" : "departmentId",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000353",
"type" : "LookUp",
"maxLength" : 50,
"isMandatory" : true
}, {
"displayLabel" : "Contact Name",
"apiName" : "contactId",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000357",
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : true
}, {
"displayLabel" : "Account Name",
"apiName" : "accountId",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000355",
"type" : "LookUp",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Email",
"apiName" : "email",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000359",
"type" : "Email",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Phone",
"apiName" : "phone",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000361",
"type" : "Phone",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Education Type",
"allowedValues" : [ "Education :: University :: Private", "Education :: University :: Public", "Education :: School :: Private", "Education :: School :: Public" ],
"apiName" : "cf_education_type",
"isCustomField" : true,
"defaultValue" : "Education :: University :: Private",
"isNested" : true,
"isSystemMandatory" : false,
"type" : "Picklist",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "4000000009999",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Sub Category",
"allowedValues" : [ "Sub General", "Sub Defects" ],
"apiName" : "subCategory",
"isReadOnly" : false,
"isCustomField" : false,
"defaultValue" : "Sub General",
"isNested" : false,
"isEncryptedField" : false,
"id" : "4000000000423",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects", "ManojKumar" ],
"apiName" : "category",
"isCustomField" : false,
"isReadOnly" : false,
"defaultValue" : "General",
"isNested" : false,
"isEncryptedField" : false,
"id" : "4000000000421",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Subject",
"apiName" : "subject",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000363",
"type" : "Text",
"maxLength" : 255,
"isMandatory" : true
}, {
"displayLabel" : "Description",
"apiName" : "description",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000365",
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "Open_july", "Open_newDept", "On Hold", "Escalated", "Closed1", "Closed", "newDeptClosed", "julyDeptClosed", "julyDeptClosed1" ],
"apiName" : "status",
"isCustomField" : false,
"defaultValue" : "Open",
"isNested" : false,
"type" : "Picklist",
"isReadOnly" : false,
"restoreOnReplyValues" : [ "Open_july", "newDeptClosed", "Open_newDept", "Escalated", "On Hold", "Closed", "Closed1", "julyDeptClosed", "julyDeptClosed1", "Open" ],
"isEncryptedField" : false,
"id" : "4000000000367",
"maxLength" : 120,
"isMandatory" : true
}, {
"displayLabel" : "Case Owner",
"apiName" : "assigneeId",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000371",
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Product Name",
"apiName" : "productId",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000369",
"type" : "LookUp",
"maxLength" : 120,
"isMandatory" : false
} ]
}, {
"name" : "Additional Information",
"isCustomSection" : false,
"id" : 2,
"fields" : [ {
"displayLabel" : "Due Date",
"apiName" : "dueDate",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000405",
"type" : "DateTime",
"maxLength" : 300,
"isMandatory" : false
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "-None-", "High", "Medium", "Low" ],
"apiName" : "priority",
"isReadOnly" : false,
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isEncryptedField" : false,
"id" : "4000000000407",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Mode",
"allowedValues" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"apiName" : "channel",
"isReadOnly" : false,
"isCustomField" : false,
"defaultValue" : "Phone",
"isNested" : false,
"isEncryptedField" : false,
"id" : "4000000000409",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Is Overdue",
"apiName" : "Is Overdue",
"isReadOnly" : false,
"isCustomField" : false,
"defaultValue" : "true",
"isEncryptedField" : false,
"id" : "4000000000411",
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Is Escalated",
"apiName" : "Is Escalated",
"isReadOnly" : false,
"isCustomField" : false,
"defaultValue" : "true",
"isEncryptedField" : false,
"id" : "4000000000413",
"type" : "Boolean",
"maxLength" : 50,
"isMandatory" : false
}, {
"displayLabel" : "Classification",
"allowedValues" : [ "-None-", "Question", "Problem", "Feature", "Others" ],
"apiName" : "classification",
"isReadOnly" : false,
"isCustomField" : false,
"defaultValue" : "-None-",
"isNested" : false,
"isEncryptedField" : false,
"id" : "4000000000415",
"type" : "Picklist",
"maxLength" : 120,
"isMandatory" : false
}, {
"displayLabel" : "Resolution",
"apiName" : "resolution",
"isReadOnly" : false,
"isCustomField" : false,
"isEncryptedField" : false,
"id" : "4000000000417",
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
}, {
"displayLabel" : "Sample TextArea",
"apiName" : "cf_sample_textarea",
"isCustomField" : true,
"toolTipType" : "placeHolder",
"isEncryptedField" : false,
"toolTip" : "Sample Field",
"id" : "4000000000447",
"isSystemMandatory" : false,
"isRemovable" : false,
"type" : "Textarea",
"maxLength" : 1000000,
"isMandatory" : false
} ]
} ],
"layoutName" : "Default Ticket Layout"
}
This API replaces the old value with the new value for the PickList field type in all existing records only.
Note: When a value that does not exist in the PickList values is provided as new value, then this API will create the new value without deleting the old one.
long
requiredfield Id
string
required,oldValue
string
required,newValue
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
This API updates details of a field in the layout.
string
optional,Formula Expression
boolean
optionalKey that returns if a field is mandatory in a layout or not
string
optional,Default value set for a field. Applicable for Checkbox fields and PickList fields
list
optionalValues allowed in a field. Applicable for PickList fields
string
optional,Key that sorts values in a PickList field either alphabetically or by a user-defined order
boolean
optionalKey that returns if the picklist is nested or not
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"displayLabel" : "Education Type",
"allowedValues" : [ "Education :: University :: Private", "Education :: University :: Public", "Education :: School :: Private", "Education :: School :: Public" ],
"apiName" : "cf_education_type",
"isCustomField" : true,
"defaultValue" : "Education :: University :: Private",
"isNested" : true,
"i18NLabel" : "Education Type",
"isSystemMandatory" : false,
"type" : "Picklist",
"name" : "Education Type",
"isEncryptedField" : false,
"sortBy" : "userDefined",
"id" : "21000000023005",
"isRemovable" : true,
"maxLength" : 120,
"isMandatory" : true
}
This API is to remove fields from a layout.
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
200
This API is to clone a field to other layouts.
list
optionalList of layout ids to which the field should be cloned.
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
200
This api behaves as below
(i)When Query param fileType=CSV is passed the picklist values gets downloaded in csv file with *fieldlabel* as its name
(ii) When header param is not passed empty 200 response
string
optional,Export Format in which format should be shown.This value can be CSV
OAuth Scope
Desk.settings.READ
Request Example
Response Example
200
Layout rules enable you to configure a page layout to respond to a user's input as a record is created or edited. Depending on how you set it up, the rule can set mandatory fields, show or hide fields, and show or hide sections.
string
Name of the rule
string
A short description of the rule
string
Name of the primary field to be used for creating the rule
string
Display Label of the primary field to be used for creating the rule
string
Activation status of the rule: ACTIVE or DEACTIVE
boolean
To execute the rule in help centre or not: true or false
Example
{ "fieldConditions" : [ { "name" : "condition 1", "pattern" : "(1and2)", "conditions" : [ { "condition" : "is", "fieldName" : "email", "value" : [ "carol@zylker.com" ] }, { "condition" : "is", "fieldName" : "phone", "value" : [ "9993292892" ] } ], "actions" : { "showSections" : [ "Additional Information" ], "showFields" : [ "subject" ], "setMandatoryFields" : [ "priority" ] } } ], "fieldName" : "phone", "executeInHelpCentre" : false, "name" : "Rule 1", "description" : "Rule 1 for layout", "id" : "4000000020001", "systemGenerated" : false, "layoutId" : "4000000007723", "status" : "active" }
This API fetches a single rule from your help desk layout.
string
optional,Additional information related to the rules. Values allowed are: creator and modifier.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"fieldConditions" : [ {
"name" : "condition 1",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9993292892" ]
} ],
"actions" : {
"showSections" : [ "Additional Information" ],
"showFields" : [ "subject" ],
"setMandatoryFields" : [ "priority" ]
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "email",
"description" : "Rule 1 for layout",
"systemGenerated" : false,
"layoutId" : "4000000007723",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"name" : "Rule 1",
"createdTime" : "2018-09-14T01:07:22.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000020001",
"status" : "active"
}
This API lists all the rules configured for a department/layout.
long
optionalGet the rules of the department
long
optionalGet the rules of the layout
String
optionalName of the module for which you want to fetch the layout rules. Allowed values are tickets, contacts, accounts, tasks, timeEntry, contracts, products, calls, events
Boolean
optionalGet the rules for active layouts
Boolean
optionalGet the rules that are active in the layout
Boolean
optionalGet the rules that can be executed in help centre
integer
optional,Index number, starting from which the rules must be fetched
integer
required,Number of rules to be fetched. Default is 50
String
optionalGet the rules that have this search term
string
optional,Additional information related to the rules. Values allowed are: creator and modifier.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"fieldConditions" : [ {
"name" : "condition 1",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9993292892" ]
} ],
"actions" : {
"showSections" : [ "Additional Information" ],
"showFields" : [ "subject" ],
"setMandatoryFields" : [ "priority" ]
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "email",
"description" : "Rule 1 for layout",
"systemGenerated" : false,
"layoutId" : "4000000007723",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"name" : "Rule 1",
"createdTime" : "2018-09-14T01:07:22.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000020001",
"status" : "active"
}, {
"fieldConditions" : [ {
"name" : "condition 2",
"pattern" : "(1or2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9993292892" ]
}, {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
} ],
"actions" : {
"showSections" : [ "Additional Information" ],
"showFields" : [ "subject" ],
"setMandatoryFields" : [ "priority" ]
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "phone",
"description" : "Rule 2 for layout",
"systemGenerated" : false,
"layoutId" : "4000000007723",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"name" : "Rule 2",
"createdTime" : "2018-09-14T01:07:22.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000021001",
"status" : "active"
} ]
}
This API creates a rule for a field in a layout.
string
optional,Additional information related to the rules. Values allowed are: creator and modifier.
string
required,Name of the rule
string
optional,A short description of the rule
string
required,Name of the primary field to be used for creating the rule
string
optional,Display Label of the primary field to be used for creating the rule
string
optional,Activation status of the rule: ACTIVE or DEACTIVE
boolean
optionalTo execute the rule in help centre or not: true or false
list
requiredConditions in the layout rule
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"fieldConditions" : [ {
"name" : "condition 2",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9993292892" ]
} ],
"actions" : {
"showSections" : [ "Additional Information" ],
"showFields" : [ "subject" ],
"setMandatoryFields" : [ "priority" ]
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "email",
"description" : "Rule 2 for layout",
"systemGenerated" : false,
"layoutId" : "4000000007723",
"executeInHelpCentre" : true,
"createdBy" : "4000000015963",
"name" : "Rule 2",
"createdTime" : "2018-09-14T01:07:22.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000021001",
"status" : "active"
}
This API updates the details of an existing layout rule in a particular layout.
string
optional,Additional information related to the rules. Values allowed are: creator and modifier.
string
optional,Name of the rule
string
optional,A short description of the rule
string
optional,Name of the primary field to be used for creating the rule
string
optional,Display Label of the primary field to be used for creating the rule
string
optional,Activation status of the rule: ACTIVE or DEACTIVE
boolean
optionalTo execute the rule in help centre or not: true or false
list
optionalConditions in the layout rule
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"fieldConditions" : [ {
"name" : "condition 1",
"pattern" : "(1and2)or3",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "accountId",
"value" : [ "Ramkumar" ]
}, {
"condition" : "is",
"fieldName" : "productId",
"value" : [ "Honda" ]
} ],
"actions" : {
"showSections" : [ "Additional Information" ],
"showFields" : [ "subject" ],
"setMandatoryFields" : [ "priority" ]
}
}, {
"name" : "condition 2",
"pattern" : "1 and (2 or 3)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "accountId",
"value" : [ "Sundar" ]
}, {
"condition" : "is",
"fieldName" : "productId",
"value" : [ "Maruthi" ]
} ],
"actions" : {
"showSections" : [ ],
"showFields" : [ "subject" ],
"setMandatoryFields" : [ "Description" ]
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "email",
"description" : "Rule 1 for layout",
"systemGenerated" : false,
"layoutId" : "4000000007723",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"name" : "Rule 11",
"createdTime" : "2018-09-14T01:07:22.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000021001",
"status" : "active"
}
This API deletes a layout rule created for a field from a layout.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API lists the fields that can be used in criteria of a specified module in layout rules. Available pre-defined values may contain ${EMPTY}, ${NOTEMPTY}, ${OPEN}, ${CLOSED}, ${CURRENTTIME}. Available types are Text, Date, DateTime, Text, Boolean and Arithmetic.
String
requiredCategory for getting the field criteria for primary or secondary fields
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"criteriaFields" : [ {
"displayLabel" : "Tickets",
"name" : "tickets",
"fieldDetails" : [ {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "accountId",
"fieldLabel" : "Account Name",
"i18NLabel" : "Account Name",
"type" : "lookup"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "contactId",
"fieldLabel" : "Contact Name",
"i18NLabel" : "Contact Name",
"type" : "lookup"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "phone",
"fieldLabel" : "Phone",
"i18NLabel" : "Phone",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is OPEN",
"value" : [ "${OPEN}" ]
}, {
"condition" : "is CLOSED",
"value" : [ "${CLOSED}" ]
}, {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "status",
"fieldLabel" : "Status",
"i18NLabel" : "Status",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "productId",
"fieldLabel" : "Product Name",
"i18NLabel" : "Product Name",
"type" : "lookup"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "dueDate",
"fieldLabel" : "Due Date",
"i18NLabel" : "Due Date",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "priority",
"fieldLabel" : "Priority",
"i18NLabel" : "Priority",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "channel",
"fieldLabel" : "Mode",
"i18NLabel" : "Mode",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "classification",
"fieldLabel" : "Classification",
"i18NLabel" : "Classification",
"type" : "text"
} ]
} ]
}
Validation rules verify that the data an agent enters in a record meets the standards you specify before the agent can save the record.
string
Name of the primary field to be used for creating the validation rule
string
Display Label of the primary field to be used for creating the rule
string
Activation status of the validation rule: ACTIVE or DEACTIVE
boolean
To execute the rule in help centre or not: true or false
Example
{ "fieldConditions" : [ { "name" : "condition 1", "pattern" : "(1and2)", "conditions" : [ { "condition" : "is", "fieldName" : "phone", "value" : [ "9994259718" ] }, { "condition" : "is", "fieldName" : "email", "value" : [ "raj@zylker.com" ] } ], "actions" : { "alert" : "Sample Alert" } } ], "fieldName" : "phone", "executeInHelpCentre" : true, "name" : "Validation Rule 1", "description" : "Validation Rule 1 for layout", "id" : "4000000020001", "systemGenerated" : false, "layoutId" : "4000000007723", "status" : "active" }
This API fetches a validation rule configured for your layout.
string
optional,Additional information related to rules. Values allowed are:Â creator, modifier
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"fieldConditions" : [ {
"name" : "condition 1",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "raj@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9994259718" ]
} ],
"actions" : {
"alert" : "Sample Alert"
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "email",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"createdTime" : "2018-09-14T01:07:22.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000018001",
"systemGenerated" : false,
"layoutId" : "4000000013564",
"status" : "active"
}
This API fetches all the validation rules configured for your department/layout.
long
optionalGet the rules of the department
long
optionalGet the rules of the layout
String
optionalName of the module for which you want to fetch the layout rules. Allowed values are tickets, contacts, accounts, tasks, timeEntry, contracts, products, calls, events
Boolean
optionalGet the rules for active layouts
Boolean
optionalGet the rules that are active in the layout
integer
optional,Index number, starting from which the rules must be fetched
integer
required,Number of rules to be fetched. Default is 50
String
optionalGet the rules that have this search term
Boolean
optionalGet the rules that can be executed in help centre
string
optional,Additional information related to the rules. Values allowed are: creator and modifier.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"fieldConditions" : [ {
"name" : "condition 2",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9994259718" ]
} ],
"actions" : {
"alert" : "Sample Alert"
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "email",
"executeInHelpCentre" : true,
"createdBy" : "4000000015963",
"createdTime" : "2018-09-13T01:16:46.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000017001",
"systemGenerated" : false,
"layoutId" : "4000000013564"
}, {
"fieldConditions" : [ {
"name" : "condition 1",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9994259718" ]
}, {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
} ],
"actions" : {
"alert" : "Sample Alert"
}
} ],
"modifiedTime" : "2018-09-14T01:08:42.000Z",
"fieldName" : "phone",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"createdTime" : "2018-09-13T01:49:03.000Z",
"modifiedBy" : "4000000015963",
"id" : "4000000018001",
"systemGenerated" : false,
"layoutId" : "4000000013564",
"status" : "active"
} ]
}
This API creates a validation rule for a field in a layout.
string
optional,Additional information related to rules. Values allowed are:Â creator, modifier
string
required,Name of the primary field to be used for creating the validation rule
string
optional,Display Label of the primary field to be used for creating the rule
string
optional,Activation status of the validation rule: ACTIVE or DEACTIVE
boolean
optionalTo execute the rule in help centre or not: true or false
list
requiredConditions in the validation rule
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"fieldConditions" : [ {
"name" : "condition 2",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9994219718" ]
} ],
"actions" : {
"alert" : "Sample Alert"
}
} ],
"modifiedTime" : "2018-09-07T06:50:48.697Z",
"fieldName" : "email",
"executeInHelpCentre" : true,
"createdBy" : "4000000015963",
"createdTime" : "2018-09-07T06:50:48.697Z",
"modifiedBy" : "4000000015963",
"id" : "4000000018001",
"systemGenerated" : false,
"layoutId" : "4000000013564",
"status" : "active"
}
This API updates the details of an existing validation rule in a particular layout.
string
optional,Additional information related to rules. Values allowed are:Â creator, modifier
string
optional,Name of the primary field to be used for creating the validation rule
string
optional,Display Label of the primary field to be used for creating the rule
string
optional,Activation status of the validation rule: ACTIVE or DEACTIVE
boolean
optionalTo execute the rule in help centre or not: true or false
list
optionalConditions in the validation rule
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"fieldConditions" : [ {
"name" : "condition 2",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "9994219718" ]
} ],
"actions" : {
"alert" : "Sample Alert"
}
}, {
"name" : "condition 3",
"pattern" : "(1and2)",
"conditions" : [ {
"condition" : "is",
"fieldName" : "email",
"value" : [ "carol@zylker.com" ]
}, {
"condition" : "is",
"fieldName" : "phone",
"value" : [ "99922299922" ]
} ],
"actions" : {
"alert" : "Sample Alert1"
}
} ],
"modifiedTime" : "2018-09-07T06:50:48.697Z",
"fieldName" : "email",
"description" : "Rule 1 for layout",
"systemGenerated" : false,
"layoutId" : "4000000007723",
"executeInHelpCentre" : false,
"createdBy" : "4000000015963",
"name" : "Rule 11",
"createdTime" : "2018-09-07T06:50:48.697Z",
"modifiedBy" : "4000000015963",
"id" : "4000000021001",
"status" : "active"
}
This API deletes a validation rule created for a field from a layout.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API lists the fields that can be used in criteria of a specified module in validation rules. Available pre-defined values may contain ${EMPTY}, ${NOTEMPTY}, ${OPEN}, ${CLOSED}, ${CURRENTTIME}. Available types are Text, Date, DateTime, Text, Boolean and Arithmetic.
String
requiredCategory for getting the field criteria for primary or secondary fields
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"criteriaFields" : [ {
"displayLabel" : "Tickets",
"name" : "tickets",
"fieldDetails" : [ {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "email",
"fieldLabel" : "Email",
"i18NLabel" : "Email",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "phone",
"fieldLabel" : "Phone",
"i18NLabel" : "Phone",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "subject",
"fieldLabel" : "Subject",
"i18NLabel" : "Subject",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is OPEN",
"value" : [ "${OPEN}" ]
}, {
"condition" : "is CLOSED",
"value" : [ "${CLOSED}" ]
}, {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "status",
"fieldLabel" : "Status",
"i18NLabel" : "Status",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldName" : "classification",
"fieldLabel" : "Classification",
"i18NLabel" : "Classification",
"type" : "text"
} ]
} ]
}
Dependency mapping is a function that is applicable only to PickList fields. Through this function, you can define a parent-child relationship between two fields. For example, let's say there are two fields - Country and State - in your Tickets module. The State field will display values, depending on the value you select in the Country field. If you choose India in the Country field, only the states of India will be displayed in the State field and the states of other countries will be hidden. If you choose a different country, only the states of that country will be displayed.Â
long
ID of the layout in which the dependency is mapped
long
ID of the parent field
long
ID of the child field
Example
{ "parent" : { "displayLabel" : "Category", "allowedValues" : [ "General", "Defects" ], "id" : "4000000000421" }, "mappings" : { "General" : [ "Sub General" ], "Defects" : [ "Sub Defects" ] }, "id" : "4000000007315", "childId" : "4000000000423", "layoutId" : "4000000007177", "parentId" : "4000000000421", "child" : { "displayLabel" : "Sub Category", "allowedValues" : [ "Sub General", "Sub Defects" ], "id" : "4000000000423" } }
This API lists the dependency mappings configured in a layout.Â
long
optionalID of the layout in which the dependency is mapped
OAuth Scope
Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"parent" : {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects" ],
"id" : "4000000000421"
},
"mappings" : {
"General" : [ "Sub General" ],
"Defects" : [ "Sub Defects" ]
},
"id" : "4000000007315",
"childId" : "4000000000423",
"layoutId" : "4000000007177",
"parentId" : "4000000000421",
"child" : {
"displayLabel" : "Sub Category",
"allowedValues" : [ "Sub General", "Sub Defects" ],
"id" : "4000000000423"
}
}, {
"parent" : {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects" ],
"id" : "4000000000421"
},
"mappings" : {
"General" : [ "Open", "On Hold", "Escalated", "Closed", "Closed1", "newDeptClosed", "julyDeptClosed", "Open_july", "Open_newDept" ],
"Defects" : [ "Open", "On Hold", "Escalated", "Closed", "Closed1", "newDeptClosed", "julyDeptClosed", "Open_july", "Open_newDept" ]
},
"id" : "4000000031003",
"childId" : "4000000000367",
"layoutId" : "4000000007177",
"parentId" : "4000000000421",
"child" : {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "On Hold", "Escalated", "Closed", "Closed1", "newDeptClosed", "julyDeptClosed", "Open_july", "Open_newDept" ],
"id" : "4000000000367"
}
}, {
"parent" : {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "On Hold", "Escalated", "Closed", "Closed1", "newDeptClosed", "julyDeptClosed", "Open_july", "Open_newDept" ],
"id" : "4000000000367"
},
"mappings" : {
"newDeptClosed" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"Open_july" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"Escalated" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"Open_newDept" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"On Hold" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"Closed" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"Closed1" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"julyDeptClosed" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"Open" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ]
},
"id" : "4000000032003",
"childId" : "4000000000409",
"layoutId" : "4000000007177",
"parentId" : "4000000000367",
"child" : {
"displayLabel" : "Mode",
"allowedValues" : [ "Phone", "Email", "Web", "Twitter", "Facebook", "Chat", "Forums", "Feedback Widget" ],
"id" : "4000000000409"
}
} ]
}
This API fetches the parent and child fields using which you can configure dependency mappings in a layout.
long
requiredlayout Id
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"children" : [ {
"displayLabel" : "Category",
"allowedValues" : [ "-None-", "Call", "Meeting", "Demo" ],
"id" : "4000000000145"
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Not Started", "Deferred", "In Progress", "Waiting on someone else", "Completed_july1", "Completed_newDept" ],
"id" : "4000000000147"
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "High", "Highest", "Low", "Lowest", "Normal" ],
"id" : "4000000000149"
} ],
"parents" : [ {
"displayLabel" : "Category",
"allowedValues" : [ "-None-", "Call", "Meeting", "Demo" ],
"id" : "4000000000145"
}, {
"displayLabel" : "Status",
"allowedValues" : [ "Not Started", "Deferred", "In Progress", "Waiting on someone else", "Completed_july1", "Completed_newDept" ],
"id" : "4000000000147"
}, {
"displayLabel" : "Priority",
"allowedValues" : [ "High", "Highest", "Low", "Lowest", "Normal" ],
"id" : "4000000000149"
} ]
}
This API creates a dependency mapping between two fields.
long
requiredID of the layout in which the dependency is mapped
long
requiredID of the parent field
long
requiredID of the child field
list
requiredJSON object that shows the mapping configured
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"parent" : {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects" ],
"id" : "4000000000421"
},
"mappings" : {
"General" : [ "High", "Medium" ],
"Defects" : [ "Low" ]
},
"id" : "4000000047001",
"childId" : "4000000000407",
"layoutId" : "4000000007177",
"parentId" : "4000000000421",
"child" : {
"displayLabel" : "Priority",
"allowedValues" : [ "High", "Medium", "Low" ],
"id" : "4000000000407"
}
}
This API updates details of an existing dependency mapping.
list
optionala Json object which consist of elements which are inturn a json array
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"parent" : {
"displayLabel" : "Category",
"allowedValues" : [ "General", "Defects" ],
"id" : "4000000000421"
},
"mappings" : {
"General" : [ "Medium", "Low" ],
"Defects" : [ "Medium", "Low" ]
},
"id" : "4000000047001",
"childId" : "4000000000407",
"layoutId" : "4000000007177",
"parentId" : "4000000000421",
"child" : {
"displayLabel" : "Priority",
"allowedValues" : [ "High", "Medium", "Low" ],
"id" : "4000000000407"
}
}
This API deletes a dependency mapping from a layout.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
MailReplyAddress refers to the email ID from which replies are sent to customers.
Example
{ "modifiedTime" : "2023-01-06T11:55:26.000Z", "address" : "techsupport@zylker.com", "isVerified" : true, "isSmtpEnabled" : true, "displayName" : "Tech", "departmentId" : "4000000007043", "isActive" : true, "smtpDetails" : { "password" : "lfijkrffr", "port" : "465", "host" : "smtp.zoho.com", "userName" : "techsupport@zylker.com", "connectionType" : "SSL" }, "createdBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343", "firstName" : "Sam", "lastName" : "Steve", "id" : "4000000028043", "email" : "steve@zylker.com" }, "createdTime" : "2023-01-06T09:55:26.000Z", "modifiedBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343", "firstName" : "Sam", "lastName" : "Steve", "id" : "4000000028043", "email" : "steve@zylker.com" }, "id" : "4000000028003", "serviceProviderType" : "ZohoSMTP|CustomSMTP" }
This API fetches the details of a MailReplyAddress.Â
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "techsupport@zylker.com",
"isVerified" : true,
"isSmtpEnabled" : true,
"displayName" : "Tech",
"departmentId" : "4000000007043",
"isActive" : true,
"smtpDetails" : {
"port" : "465",
"host" : "smtp.zoho.com",
"userName" : "techsupport@zylker.com",
"connectionType" : "SSL"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000028003",
"serviceProviderType" : "ZohoSMTP|CustomSMTP"
}
This API lists the mailReplyAddresses configured in your help desk portal.
long
requiredID of the Department from which the addresses need to be queried.
boolean
optionalKey that returns if the mailReplyAddress is active or not
integer
optionalIndex number, starting from which the mail addresses must be fetched
integer
optional,Number of mail addresses to fetch
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "support@zylker.com",
"isVerified" : true,
"isSmtpEnabled" : true,
"displayName" : "Support",
"departmentId" : "4000000007043",
"isActive" : true,
"smtpDetails" : {
"port" : "465",
"host" : "smtp.zoho.com",
"userName" : "support@zylker.com",
"connectionType" : "SSL"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000025003",
"serviceProviderType" : "CustomSMTP"
}, {
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "market@zylker.com",
"isVerified" : true,
"isSmtpEnabled" : false,
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"displayName" : "Marketing",
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000026001",
"isActive" : false,
"serviceProviderType" : "ZohoSMTP"
}, {
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "techsupport@zylker.com",
"isVerified" : true,
"isSmtpEnabled" : true,
"displayName" : "Tech",
"departmentId" : "4000000007043",
"isActive" : true,
"smtpDetails" : {
"port" : "465",
"host" : "smtp.zoho.com",
"userName" : "techsupport@zylker.com",
"connectionType" : "SSL"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000028003",
"serviceProviderType" : "CustomSMTP"
} ]
}
This API adds a MailReplyAddress to your help desk.
long
requiredID of the department in which the MailReplyAddress must be configured
string
required,Email ID to add
string
required,Display name for the MailReplyAddress
deprecatedboolean
requiredKey that enables or disables SMTP authentication for the MailReplyAddress
JSONObject
optionalDetails related to the SMTP authentication for the MailReplyAddress
string
optional,MailService Provider name
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "support@zylker.com",
"isVerified" : false,
"displayName" : "My address",
"departmentId" : "4000000007043",
"isActive" : true,
"url" : "https://login.microsoftonline.com/common/oauth2/v2.0/authorize?prompt=select_account&access_type=offline&scope=https://outlook.office.com/IMAP.AccessAsUser.All+https://outlook.office.com/POP.AccessAsUser.All+https://outlook.office.com/SMTP.Send+https://outlook.office.com/User.Read+https://outlook.office.com/Mail.ReadWrite.Shared+offline_access&response_type=code&redirect_uri=https://mail.zoho.com/api/accounts/Outlook/v2/redirect&state=dA700Cyn67320K8B8Ld0yRt9P3wc20Lli677&client_id=c12b-b8d1-860624b&login_hint=infotech@zylker.com",
"smtpDetails" : {
"port" : "465",
"host" : "smtp.zoho.com",
"userName" : "support@zylker.com",
"connectionType" : "SSL"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000028003",
"serviceProviderType" : "ZohoSMTP|CustomSMTP"
}
This API updates details of an existing MailReplyAddress.
long
optionalID of the department(s) in which the MailReplyAddress is configured
string
optional,Display Name
boolean
optionalKey that returns if the MailReplyAddress is active or not
deprecatedboolean
optionalIs SMTP Enabled
string
optional,MailService Provider name
JSONObject
optionalDetails related to the SMTP authentication for the MailReplyAddress
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "techsupport@zylker.com",
"isVerified" : true,
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"displayName" : "TechSupport",
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000028003",
"isActive" : true,
"url" : "https://login.microsoftonline.com/common/oauth2/v2.0/authorize?prompt=select_account&access_type=offline&scope=https://outlook.office.com/IMAP.AccessAsUser.All+https://outlook.office.com/POP.AccessAsUser.All+https://outlook.office.com/SMTP.Send+https://outlook.office.com/User.Read+https://outlook.office.com/Mail.ReadWrite.Shared+offline_access&response_type=code&redirect_uri=https://mail.zoho.com/api/accounts/Outlook/v2/redirect&state=dA700Cyn67320K8B8Ld0yRt9P3wc20Lli677&client_id=c12b-b8d1-860624b&login_hint=infotech@zylker.com",
"serviceProviderType" : "ZohoSMTP|CustomSMTP"
}
This API deletes a MailReplyAddress from your help desk.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API sends a verification link to the MailReplyAddress configured in your help desk portal.
OAuth Scope
Desk.settings.CREATE , Desk.basic.CREATE
Request Example
Response Example
204
SupportEmailAddress refers to the email ID to which customer correspondences are forwarded.Â
Example
{ "address" : "support@zylker.com", "departmentId" : "4000000007043", "id" : "4000000026003", "friendlyName" : "Tech", "isMailFetching" : true }
This API fetches the details of a SupportEmailAddress.Â
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "support@zylker.com",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000026003",
"friendlyName" : "Tech",
"isMailFetching" : true
}
This API lists the SupportEmailAddresses configured in your help desk.
long
requiredID of the department(s) from which the SupportEmailAddresses must be fetched.
integer
optionalIndex number, starting from which the mail addresses must be fetched
integer
optional,Number of mail addresses to fetch
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "marketing@zylker.com",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000025003",
"friendlyName" : "Marketing",
"isMailFetching" : true
}, {
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "sales@zylker.com",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000026001",
"friendlyName" : "Sales",
"isMailFetching" : false
}, {
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "support@zylker.com",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000026003",
"friendlyName" : "Support",
"isMailFetching" : true
} ]
}
This API adds a SupportEmailAddress to your help desk.
long
requiredID of the department in which the SupportEmailAddress must be configured
string
required,Display name for the SupportEmailAddress
string
required,Email ID to add
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "support@zylker.com",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000026003",
"friendlyName" : "Support",
"isMailFetching" : true
}
This API updates details of an existing SupportEmailAddress.
long
optionalID of the department in which the SupportEmailAddress is configured
string
optional,Display name for the SupportEmailAddress
boolean
optionalKey that returns if the SupportEmailAddress fetches emails or not
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2023-01-06T11:55:26.000Z",
"address" : "support@zylker.com",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"departmentId" : "4000000007043",
"createdTime" : "2023-01-06T09:55:26.000Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000028043/photo?orgId=11171343",
"firstName" : "Sam",
"lastName" : "Steve",
"id" : "4000000028043",
"email" : "steve@zylker.com"
},
"id" : "4000000026003",
"friendlyName" : "TechSupport",
"isMailFetching" : true
}
This API deletes a SupportEmailAddress from your help desk.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
MailConfiguration refers to the secondary configurations related to the email addresses in your help desk portal.
Example
{ "privateThreadConfig" : true, "agentNameInTicketReply" : true, "createContactWithReplyTo" : false, "createTicketForOriginalSender" : true, "autoCCToMailbox" : true }
This API lists the MailConfigurations set for a specific department.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"privateThreadConfig" : true,
"agentNameInTicketReply" : true,
"createContactWithReplyTo" : false,
"createTicketForOriginalSender" : true,
"autoCCToMailbox" : true
}
This API lists the MailConfigurations set for the entire help desk portal.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"privateThreadConfig" : true,
"agentNameInTicketReply" : true,
"createContactWithReplyTo" : false,
"createTicketForOriginalSender" : true,
"autoCCToMailbox" : true
}
This API updates the MailConfigurations set for a specific department.
boolean
optionalKey that enables or disables auto CC of email replies to yourÂ
boolean
optionalKey that enables or disables creation of contacts from 'Reply To' email addresses
boolean
optionalKey that enables or disables display of the agent's name in replies to customers
boolean
optionalKey that enables or disables creation of tickets on behalf of the sender while forwarding emails
boolean
optionalKey that enables or disables private thread handling
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"privateThreadConfig" : true,
"agentNameInTicketReply" : true,
"createContactWithReplyTo" : false,
"createTicketForOriginalSender" : true,
"autoCCToMailbox" : true
}
This API updates the MailConfigurations set for the entire help desk portal.
boolean
optionalKey that enables or disables auto CC of email replies to yourÂ
boolean
optionalKey that enables or disables creation of contacts from 'Reply To' email addresses
boolean
optionalKey that enables or disables display of the agent's name in replies to customers
boolean
optionalKey that enables or disables creation of tickets on behalf of the sender while forwarding emails
boolean
optionalKey that enables or disables private thread handling
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"privateThreadConfig" : true,
"agentNameInTicketReply" : true,
"createContactWithReplyTo" : false,
"createTicketForOriginalSender" : true,
"autoCCToMailbox" : true
}
When you sign up for Zoho Desk, you are provided with one default support email address: support@mycompany.zohodesk.com. The "mycompany" part of the email address represents the portal name that you initially signed up with.Emails received at this address become tickets. This address is also used as the "From" address in replies to users.
Example
{ "updatedTime" : "2013-11-04T11:21:07.000Z", "updatedBy" : "4000000007089", "supportEmailDomain" : "zylker.zohodesk.com", "oldDomain" : "zylkernew.zohodesk.com" }
This API updates the subdomain (the "mycompany" part) of the support email address.
1. Only the primary contact of the organization can update the subdomain of the support email address.
2. The new support email address will be support@zylker.com.3. The updated support email address will be used for fetching emails, henceforth. So make sure that you update the new address in the forwarding configurations of your mailbox.
4. The new support email address is applicable only for the default department.5. All existing email aliases along with the old support email address will be permanently deleted from your account.
6. Emails forwarded to the old support address will not be fetched in.
string
optional,Name of the new email subdomain
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"updatedTime" : "2013-11-04T11:21:07.000Z",
"updatedBy" : "4000000007089",
"supportEmailDomain" : "zylkernew.zohodesk.com",
"oldDomain" : "zylker.zohodesk.com"
}
This API fetches the subdomain of the support email address.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"updatedTime" : "2013-11-04T11:21:07.000Z",
"updatedBy" : "4000000007089",
"supportEmailDomain" : "zylkernew.zohodesk.com",
"oldDomain" : "zylker.zohodesk.com"
}
These public APIs help access details of the countries,languages and time zones supported in Zoho Desk.
Example
{ "languages" : { "English (United States)" : "en_US", "Japanese" : "ja_JP" }, "countries" : { "Albanian" : "sq_AL", "Afghanistan" : "ps_AF" } }
This API lists the countries that can be set in the locale field in Zoho Desk. Keep in mind that the countries object will be deprecated soon. Therefore, make sure to use the data object instead, wherever needed.
OAuth Scope
Request Example
Response Example
{
"data" : [ {
"name" : "Puerto Rico",
"currencySymbol" : "USD",
"id" : "PR",
"currencyCode" : "USD"
}, {
"name" : "Palestinian Territories",
"currencySymbol" : "ILS",
"id" : "PS",
"currencyCode" : "ILS"
}, {
"name" : "Portugal",
"currencySymbol" : "EUR",
"id" : "PT",
"currencyCode" : "EUR"
}, {
"name" : "Palau",
"currencySymbol" : "USD",
"id" : "PW",
"currencyCode" : "USD"
}, {
"name" : "Paraguay",
"currencySymbol" : "PYG",
"id" : "PY",
"currencyCode" : "PYG"
}, {
"name" : "Qatar",
"currencySymbol" : "QAR",
"id" : "QA",
"currencyCode" : "QAR"
}, {
"name" : "Andorra",
"currencySymbol" : "EUR",
"id" : "AD",
"currencyCode" : "EUR"
}, {
"name" : "United Arab Emirates",
"currencySymbol" : "AED",
"id" : "AE",
"currencyCode" : "AED"
}, {
"name" : "Afghanistan",
"currencySymbol" : "AFN",
"id" : "AF",
"currencyCode" : "AFN"
}, {
"name" : "Antigua & Barbuda",
"currencySymbol" : "XCD",
"id" : "AG",
"currencyCode" : "XCD"
}, {
"name" : "Anguilla",
"currencySymbol" : "XCD",
"id" : "AI",
"currencyCode" : "XCD"
}, {
"name" : "Albania",
"currencySymbol" : "ALL",
"id" : "AL",
"currencyCode" : "ALL"
}, {
"name" : "Armenia",
"currencySymbol" : "AMD",
"id" : "AM",
"currencyCode" : "AMD"
}, {
"name" : "Netherlands Antilles",
"currencySymbol" : "ANG",
"id" : "AN",
"currencyCode" : "ANG"
}, {
"name" : "Angola",
"currencySymbol" : "AOA",
"id" : "AO",
"currencyCode" : "AOA"
}, {
"name" : "Antarctica",
"currencySymbol" : "XXX",
"id" : "AQ",
"currencyCode" : "-"
}, {
"name" : "Argentina",
"currencySymbol" : "ARS",
"id" : "AR",
"currencyCode" : "ARS"
}, {
"name" : "American Samoa",
"currencySymbol" : "USD",
"id" : "AS",
"currencyCode" : "USD"
}, {
"name" : "Austria",
"currencySymbol" : "EUR",
"id" : "AT",
"currencyCode" : "EUR"
}, {
"name" : "Réunion",
"currencySymbol" : "EUR",
"id" : "RE",
"currencyCode" : "EUR"
}, {
"name" : "Australia",
"currencySymbol" : "$",
"id" : "AU",
"currencyCode" : "AUD"
}, {
"name" : "Aruba",
"currencySymbol" : "AWG",
"id" : "AW",
"currencyCode" : "AWG"
}, {
"name" : "Åland Islands",
"currencySymbol" : "EUR",
"id" : "AX",
"currencyCode" : "EUR"
}, {
"name" : "Azerbaijan",
"currencySymbol" : "AZN",
"id" : "AZ",
"currencyCode" : "AZN"
}, {
"name" : "Romania",
"currencySymbol" : "RON",
"id" : "RO",
"currencyCode" : "RON"
}, {
"name" : "Bosnia & Herzegovina",
"currencySymbol" : "BAM",
"id" : "BA",
"currencyCode" : "BAM"
}, {
"name" : "Barbados",
"currencySymbol" : "BBD",
"id" : "BB",
"currencyCode" : "BBD"
}, {
"name" : "Serbia",
"currencySymbol" : "RSD",
"id" : "RS",
"currencyCode" : "RSD"
}, {
"name" : "Bangladesh",
"currencySymbol" : "BDT",
"id" : "BD",
"currencyCode" : "BDT"
}, {
"name" : "Belgium",
"currencySymbol" : "EUR",
"id" : "BE",
"currencyCode" : "EUR"
}, {
"name" : "Russia",
"currencySymbol" : "RUB",
"id" : "RU",
"currencyCode" : "RUB"
}, {
"name" : "Burkina Faso",
"currencySymbol" : "XOF",
"id" : "BF",
"currencyCode" : "XOF"
}, {
"name" : "Bulgaria",
"currencySymbol" : "BGN",
"id" : "BG",
"currencyCode" : "BGN"
}, {
"name" : "Rwanda",
"currencySymbol" : "RWF",
"id" : "RW",
"currencyCode" : "RWF"
}, {
"name" : "Bahrain",
"currencySymbol" : "BHD",
"id" : "BH",
"currencyCode" : "BHD"
}, {
"name" : "Burundi",
"currencySymbol" : "BIF",
"id" : "BI",
"currencyCode" : "BIF"
}, {
"name" : "Benin",
"currencySymbol" : "XOF",
"id" : "BJ",
"currencyCode" : "XOF"
}, {
"name" : "St. Barthélemy",
"currencySymbol" : "EUR",
"id" : "BL",
"currencyCode" : "EUR"
}, {
"name" : "Bermuda",
"currencySymbol" : "BMD",
"id" : "BM",
"currencyCode" : "BMD"
}, {
"name" : "Brunei",
"currencySymbol" : "BND",
"id" : "BN",
"currencyCode" : "BND"
}, {
"name" : "Bolivia",
"currencySymbol" : "BOB",
"id" : "BO",
"currencyCode" : "BOB"
}, {
"name" : "Saudi Arabia",
"currencySymbol" : "SAR",
"id" : "SA",
"currencyCode" : "SAR"
}, {
"name" : "Caribbean Netherlands",
"currencySymbol" : "USD",
"id" : "BQ",
"currencyCode" : "USD"
}, {
"name" : "Solomon Islands",
"currencySymbol" : "SBD",
"id" : "SB",
"currencyCode" : "SBD"
}, {
"name" : "Brazil",
"currencySymbol" : "BRL",
"id" : "BR",
"currencyCode" : "BRL"
}, {
"name" : "Seychelles",
"currencySymbol" : "SCR",
"id" : "SC",
"currencyCode" : "SCR"
}, {
"name" : "Bahamas",
"currencySymbol" : "BSD",
"id" : "BS",
"currencyCode" : "BSD"
}, {
"name" : "Sudan",
"currencySymbol" : "SDG",
"id" : "SD",
"currencyCode" : "SDG"
}, {
"name" : "Bhutan",
"currencySymbol" : "BTN",
"id" : "BT",
"currencyCode" : "BTN"
}, {
"name" : "Sweden",
"currencySymbol" : "SEK",
"id" : "SE",
"currencyCode" : "SEK"
}, {
"name" : "Bouvet Island",
"currencySymbol" : "NOK",
"id" : "BV",
"currencyCode" : "NOK"
}, {
"name" : "Singapore",
"currencySymbol" : "$",
"id" : "SG",
"currencyCode" : "SGD"
}, {
"name" : "Botswana",
"currencySymbol" : "BWP",
"id" : "BW",
"currencyCode" : "BWP"
}, {
"name" : "St. Helena",
"currencySymbol" : "SHP",
"id" : "SH",
"currencyCode" : "SHP"
}, {
"name" : "Slovenia",
"currencySymbol" : "EUR",
"id" : "SI",
"currencyCode" : "EUR"
}, {
"name" : "Belarus",
"currencySymbol" : "BYN",
"id" : "BY",
"currencyCode" : "BYN"
}, {
"name" : "Svalbard & Jan Mayen",
"currencySymbol" : "NOK",
"id" : "SJ",
"currencyCode" : "NOK"
}, {
"name" : "Belize",
"currencySymbol" : "BZD",
"id" : "BZ",
"currencyCode" : "BZD"
}, {
"name" : "Slovakia",
"currencySymbol" : "EUR",
"id" : "SK",
"currencyCode" : "EUR"
}, {
"name" : "Sierra Leone",
"currencySymbol" : "SLL",
"id" : "SL",
"currencyCode" : "SLL"
}, {
"name" : "San Marino",
"currencySymbol" : "EUR",
"id" : "SM",
"currencyCode" : "EUR"
}, {
"name" : "Senegal",
"currencySymbol" : "XOF",
"id" : "SN",
"currencyCode" : "XOF"
}, {
"name" : "Somalia",
"currencySymbol" : "SOS",
"id" : "SO",
"currencyCode" : "SOS"
}, {
"name" : "Canada",
"currencySymbol" : "$",
"id" : "CA",
"currencyCode" : "CAD"
}, {
"name" : "Suriname",
"currencySymbol" : "SRD",
"id" : "SR",
"currencyCode" : "SRD"
}, {
"name" : "Cocos (Keeling) Islands",
"currencySymbol" : "AUD",
"id" : "CC",
"currencyCode" : "AUD"
}, {
"name" : "South Sudan",
"currencySymbol" : "SSP",
"id" : "SS",
"currencyCode" : "SSP"
}, {
"name" : "Congo - Kinshasa",
"currencySymbol" : "CDF",
"id" : "CD",
"currencyCode" : "CDF"
}, {
"name" : "São Tomé & Príncipe",
"currencySymbol" : "STN",
"id" : "ST",
"currencyCode" : "STN"
}, {
"name" : "Central African Republic",
"currencySymbol" : "XAF",
"id" : "CF",
"currencyCode" : "XAF"
}, {
"name" : "El Salvador",
"currencySymbol" : "SVC",
"id" : "SV",
"currencyCode" : "SVC"
}, {
"name" : "Congo - Brazzaville",
"currencySymbol" : "XAF",
"id" : "CG",
"currencyCode" : "XAF"
}, {
"name" : "Switzerland",
"currencySymbol" : "CHF",
"id" : "CH",
"currencyCode" : "CHF"
}, {
"name" : "Sint Maarten",
"currencySymbol" : "ANG",
"id" : "SX",
"currencyCode" : "ANG"
}, {
"name" : "Côte d’Ivoire",
"currencySymbol" : "XOF",
"id" : "CI",
"currencyCode" : "XOF"
}, {
"name" : "Syria",
"currencySymbol" : "SYP",
"id" : "SY",
"currencyCode" : "SYP"
}, {
"name" : "Eswatini",
"currencySymbol" : "SZL",
"id" : "SZ",
"currencyCode" : "SZL"
}, {
"name" : "Cook Islands",
"currencySymbol" : "NZD",
"id" : "CK",
"currencyCode" : "NZD"
}, {
"name" : "Chile",
"currencySymbol" : "CLP",
"id" : "CL",
"currencyCode" : "CLP"
}, {
"name" : "Cameroon",
"currencySymbol" : "XAF",
"id" : "CM",
"currencyCode" : "XAF"
}, {
"name" : "China",
"currencySymbol" : "CNY",
"id" : "CN",
"currencyCode" : "CNY"
}, {
"name" : "Colombia",
"currencySymbol" : "COP",
"id" : "CO",
"currencyCode" : "COP"
}, {
"name" : "Costa Rica",
"currencySymbol" : "CRC",
"id" : "CR",
"currencyCode" : "CRC"
}, {
"name" : "Turks & Caicos Islands",
"currencySymbol" : "USD",
"id" : "TC",
"currencyCode" : "USD"
}, {
"name" : "Chad",
"currencySymbol" : "XAF",
"id" : "TD",
"currencyCode" : "XAF"
}, {
"name" : "Cuba",
"currencySymbol" : "CUP",
"id" : "CU",
"currencyCode" : "CUP"
}, {
"name" : "French Southern Territories",
"currencySymbol" : "EUR",
"id" : "TF",
"currencyCode" : "EUR"
}, {
"name" : "Cape Verde",
"currencySymbol" : "CVE",
"id" : "CV",
"currencyCode" : "CVE"
}, {
"name" : "Togo",
"currencySymbol" : "XOF",
"id" : "TG",
"currencyCode" : "XOF"
}, {
"name" : "Curaçao",
"currencySymbol" : "ANG",
"id" : "CW",
"currencyCode" : "ANG"
}, {
"name" : "Thailand",
"currencySymbol" : "THB",
"id" : "TH",
"currencyCode" : "THB"
}, {
"name" : "Christmas Island",
"currencySymbol" : "AUD",
"id" : "CX",
"currencyCode" : "AUD"
}, {
"name" : "Cyprus",
"currencySymbol" : "EUR",
"id" : "CY",
"currencyCode" : "EUR"
}, {
"name" : "Tajikistan",
"currencySymbol" : "TJS",
"id" : "TJ",
"currencyCode" : "TJS"
}, {
"name" : "Czechia",
"currencySymbol" : "CZK",
"id" : "CZ",
"currencyCode" : "CZK"
}, {
"name" : "Tokelau",
"currencySymbol" : "NZD",
"id" : "TK",
"currencyCode" : "NZD"
}, {
"name" : "Timor-Leste",
"currencySymbol" : "USD",
"id" : "TL",
"currencyCode" : "USD"
}, {
"name" : "Turkmenistan",
"currencySymbol" : "TMT",
"id" : "TM",
"currencyCode" : "TMT"
}, {
"name" : "Tunisia",
"currencySymbol" : "TND",
"id" : "TN",
"currencyCode" : "TND"
}, {
"name" : "Tonga",
"currencySymbol" : "TOP",
"id" : "TO",
"currencyCode" : "TOP"
}, {
"name" : "Turkey",
"currencySymbol" : "TRY",
"id" : "TR",
"currencyCode" : "TRY"
}, {
"name" : "Trinidad & Tobago",
"currencySymbol" : "TTD",
"id" : "TT",
"currencyCode" : "TTD"
}, {
"name" : "Germany",
"currencySymbol" : "EUR",
"id" : "DE",
"currencyCode" : "EUR"
}, {
"name" : "Tuvalu",
"currencySymbol" : "AUD",
"id" : "TV",
"currencyCode" : "AUD"
}, {
"name" : "Taiwan",
"currencySymbol" : "TWD",
"id" : "TW",
"currencyCode" : "TWD"
}, {
"name" : "Djibouti",
"currencySymbol" : "DJF",
"id" : "DJ",
"currencyCode" : "DJF"
}, {
"name" : "Tanzania",
"currencySymbol" : "TZS",
"id" : "TZ",
"currencyCode" : "TZS"
}, {
"name" : "Denmark",
"currencySymbol" : "DKK",
"id" : "DK",
"currencyCode" : "DKK"
}, {
"name" : "Dominica",
"currencySymbol" : "XCD",
"id" : "DM",
"currencyCode" : "XCD"
}, {
"name" : "Dominican Republic",
"currencySymbol" : "DOP",
"id" : "DO",
"currencyCode" : "DOP"
}, {
"name" : "Ukraine",
"currencySymbol" : "UAH",
"id" : "UA",
"currencyCode" : "UAH"
}, {
"name" : "Uganda",
"currencySymbol" : "UGX",
"id" : "UG",
"currencyCode" : "UGX"
}, {
"name" : "Algeria",
"currencySymbol" : "DZD",
"id" : "DZ",
"currencyCode" : "DZD"
}, {
"name" : "U.S. Outlying Islands",
"currencySymbol" : "USD",
"id" : "UM",
"currencyCode" : "USD"
}, {
"name" : "Ecuador",
"currencySymbol" : "USD",
"id" : "EC",
"currencyCode" : "USD"
}, {
"name" : "United States",
"currencySymbol" : "$",
"id" : "US",
"currencyCode" : "USD"
}, {
"name" : "Estonia",
"currencySymbol" : "EUR",
"id" : "EE",
"currencyCode" : "EUR"
}, {
"name" : "Egypt",
"currencySymbol" : "EGP",
"id" : "EG",
"currencyCode" : "EGP"
}, {
"name" : "Western Sahara",
"currencySymbol" : "MAD",
"id" : "EH",
"currencyCode" : "MAD"
}, {
"name" : "Uruguay",
"currencySymbol" : "UYU",
"id" : "UY",
"currencyCode" : "UYU"
}, {
"name" : "Uzbekistan",
"currencySymbol" : "UZS",
"id" : "UZ",
"currencyCode" : "UZS"
}, {
"name" : "Vatican City",
"currencySymbol" : "EUR",
"id" : "VA",
"currencyCode" : "EUR"
}, {
"name" : "Eritrea",
"currencySymbol" : "ERN",
"id" : "ER",
"currencyCode" : "ERN"
}, {
"name" : "St. Vincent & Grenadines",
"currencySymbol" : "XCD",
"id" : "VC",
"currencyCode" : "XCD"
}, {
"name" : "Spain",
"currencySymbol" : "EUR",
"id" : "ES",
"currencyCode" : "EUR"
}, {
"name" : "Ethiopia",
"currencySymbol" : "ETB",
"id" : "ET",
"currencyCode" : "ETB"
}, {
"name" : "Venezuela",
"currencySymbol" : "VES",
"id" : "VE",
"currencyCode" : "VES"
}, {
"name" : "British Virgin Islands",
"currencySymbol" : "USD",
"id" : "VG",
"currencyCode" : "USD"
}, {
"name" : "U.S. Virgin Islands",
"currencySymbol" : "USD",
"id" : "VI",
"currencyCode" : "USD"
}, {
"name" : "Vietnam",
"currencySymbol" : "VND",
"id" : "VN",
"currencyCode" : "VND"
}, {
"name" : "Vanuatu",
"currencySymbol" : "VUV",
"id" : "VU",
"currencyCode" : "VUV"
}, {
"name" : "Finland",
"currencySymbol" : "EUR",
"id" : "FI",
"currencyCode" : "EUR"
}, {
"name" : "Fiji",
"currencySymbol" : "FJD",
"id" : "FJ",
"currencyCode" : "FJD"
}, {
"name" : "Falkland Islands",
"currencySymbol" : "FKP",
"id" : "FK",
"currencyCode" : "FKP"
}, {
"name" : "Micronesia",
"currencySymbol" : "USD",
"id" : "FM",
"currencyCode" : "USD"
}, {
"name" : "Faroe Islands",
"currencySymbol" : "DKK",
"id" : "FO",
"currencyCode" : "DKK"
}, {
"name" : "France",
"currencySymbol" : "EUR",
"id" : "FR",
"currencyCode" : "EUR"
}, {
"name" : "Wallis & Futuna",
"currencySymbol" : "XPF",
"id" : "WF",
"currencyCode" : "XPF"
}, {
"name" : "Gabon",
"currencySymbol" : "XAF",
"id" : "GA",
"currencyCode" : "XAF"
}, {
"name" : "United Kingdom",
"currencySymbol" : "£",
"id" : "GB",
"currencyCode" : "GBP"
}, {
"name" : "Samoa",
"currencySymbol" : "WST",
"id" : "WS",
"currencyCode" : "WST"
}, {
"name" : "Grenada",
"currencySymbol" : "XCD",
"id" : "GD",
"currencyCode" : "XCD"
}, {
"name" : "Georgia",
"currencySymbol" : "GEL",
"id" : "GE",
"currencyCode" : "GEL"
}, {
"name" : "French Guiana",
"currencySymbol" : "EUR",
"id" : "GF",
"currencyCode" : "EUR"
}, {
"name" : "Guernsey",
"currencySymbol" : "GBP",
"id" : "GG",
"currencyCode" : "GBP"
}, {
"name" : "Ghana",
"currencySymbol" : "GHS",
"id" : "GH",
"currencyCode" : "GHS"
}, {
"name" : "Gibraltar",
"currencySymbol" : "GIP",
"id" : "GI",
"currencyCode" : "GIP"
}, {
"name" : "Greenland",
"currencySymbol" : "DKK",
"id" : "GL",
"currencyCode" : "DKK"
}, {
"name" : "Gambia",
"currencySymbol" : "GMD",
"id" : "GM",
"currencyCode" : "GMD"
}, {
"name" : "Guinea",
"currencySymbol" : "GNF",
"id" : "GN",
"currencyCode" : "GNF"
}, {
"name" : "Guadeloupe",
"currencySymbol" : "EUR",
"id" : "GP",
"currencyCode" : "EUR"
}, {
"name" : "Equatorial Guinea",
"currencySymbol" : "XAF",
"id" : "GQ",
"currencyCode" : "XAF"
}, {
"name" : "Greece",
"currencySymbol" : "EUR",
"id" : "GR",
"currencyCode" : "EUR"
}, {
"name" : "South Georgia & South Sandwich Islands",
"currencySymbol" : "GBP",
"id" : "GS",
"currencyCode" : "GBP"
}, {
"name" : "Guatemala",
"currencySymbol" : "GTQ",
"id" : "GT",
"currencyCode" : "GTQ"
}, {
"name" : "Guam",
"currencySymbol" : "USD",
"id" : "GU",
"currencyCode" : "USD"
}, {
"name" : "Guinea-Bissau",
"currencySymbol" : "XOF",
"id" : "GW",
"currencyCode" : "XOF"
}, {
"name" : "Guyana",
"currencySymbol" : "GYD",
"id" : "GY",
"currencyCode" : "GYD"
}, {
"name" : "Kosovo",
"currencySymbol" : "XXX",
"id" : "XK",
"currencyCode" : "-"
}, {
"name" : "Hong Kong SAR China",
"currencySymbol" : "HKD",
"id" : "HK",
"currencyCode" : "HKD"
}, {
"name" : "Heard & McDonald Islands",
"currencySymbol" : "AUD",
"id" : "HM",
"currencyCode" : "AUD"
}, {
"name" : "Honduras",
"currencySymbol" : "HNL",
"id" : "HN",
"currencyCode" : "HNL"
}, {
"name" : "Croatia",
"currencySymbol" : "HRK",
"id" : "HR",
"currencyCode" : "HRK"
}, {
"name" : "Haiti",
"currencySymbol" : "HTG",
"id" : "HT",
"currencyCode" : "HTG"
}, {
"name" : "Yemen",
"currencySymbol" : "YER",
"id" : "YE",
"currencyCode" : "YER"
}, {
"name" : "Hungary",
"currencySymbol" : "HUF",
"id" : "HU",
"currencyCode" : "HUF"
}, {
"name" : "Indonesia",
"currencySymbol" : "IDR",
"id" : "ID",
"currencyCode" : "IDR"
}, {
"name" : "Mayotte",
"currencySymbol" : "EUR",
"id" : "YT",
"currencyCode" : "EUR"
}, {
"name" : "Ireland",
"currencySymbol" : "€",
"id" : "IE",
"currencyCode" : "EUR"
}, {
"name" : "Israel",
"currencySymbol" : "ILS",
"id" : "IL",
"currencyCode" : "ILS"
}, {
"name" : "Isle of Man",
"currencySymbol" : "GBP",
"id" : "IM",
"currencyCode" : "GBP"
}, {
"name" : "India",
"currencySymbol" : "Rs.",
"id" : "IN",
"currencyCode" : "INR"
}, {
"name" : "British Indian Ocean Territory",
"currencySymbol" : "USD",
"id" : "IO",
"currencyCode" : "USD"
}, {
"name" : "South Africa",
"currencySymbol" : "R",
"id" : "ZA",
"currencyCode" : "ZAR"
}, {
"name" : "Iraq",
"currencySymbol" : "IQD",
"id" : "IQ",
"currencyCode" : "IQD"
}, {
"name" : "Iran",
"currencySymbol" : "IRR",
"id" : "IR",
"currencyCode" : "IRR"
}, {
"name" : "Iceland",
"currencySymbol" : "ISK",
"id" : "IS",
"currencyCode" : "ISK"
}, {
"name" : "Italy",
"currencySymbol" : "EUR",
"id" : "IT",
"currencyCode" : "EUR"
}, {
"name" : "Zambia",
"currencySymbol" : "ZMW",
"id" : "ZM",
"currencyCode" : "ZMW"
}, {
"name" : "Jersey",
"currencySymbol" : "GBP",
"id" : "JE",
"currencyCode" : "GBP"
}, {
"name" : "Zimbabwe",
"currencySymbol" : "ZWL",
"id" : "ZW",
"currencyCode" : "ZWL"
}, {
"name" : "Jamaica",
"currencySymbol" : "JMD",
"id" : "JM",
"currencyCode" : "JMD"
}, {
"name" : "Jordan",
"currencySymbol" : "JOD",
"id" : "JO",
"currencyCode" : "JOD"
}, {
"name" : "Japan",
"currencySymbol" : "JPY",
"id" : "JP",
"currencyCode" : "JPY"
}, {
"name" : "Kenya",
"currencySymbol" : "KES",
"id" : "KE",
"currencyCode" : "KES"
}, {
"name" : "Kyrgyzstan",
"currencySymbol" : "KGS",
"id" : "KG",
"currencyCode" : "KGS"
}, {
"name" : "Cambodia",
"currencySymbol" : "KHR",
"id" : "KH",
"currencyCode" : "KHR"
}, {
"name" : "Kiribati",
"currencySymbol" : "AUD",
"id" : "KI",
"currencyCode" : "AUD"
}, {
"name" : "Comoros",
"currencySymbol" : "KMF",
"id" : "KM",
"currencyCode" : "KMF"
}, {
"name" : "St. Kitts & Nevis",
"currencySymbol" : "XCD",
"id" : "KN",
"currencyCode" : "XCD"
}, {
"name" : "North Korea",
"currencySymbol" : "KPW",
"id" : "KP",
"currencyCode" : "KPW"
}, {
"name" : "South Korea",
"currencySymbol" : "KRW",
"id" : "KR",
"currencyCode" : "KRW"
}, {
"name" : "Kuwait",
"currencySymbol" : "KWD",
"id" : "KW",
"currencyCode" : "KWD"
}, {
"name" : "Cayman Islands",
"currencySymbol" : "KYD",
"id" : "KY",
"currencyCode" : "KYD"
}, {
"name" : "Kazakhstan",
"currencySymbol" : "KZT",
"id" : "KZ",
"currencyCode" : "KZT"
}, {
"name" : "Laos",
"currencySymbol" : "LAK",
"id" : "LA",
"currencyCode" : "LAK"
}, {
"name" : "Lebanon",
"currencySymbol" : "LBP",
"id" : "LB",
"currencyCode" : "LBP"
}, {
"name" : "St. Lucia",
"currencySymbol" : "XCD",
"id" : "LC",
"currencyCode" : "XCD"
}, {
"name" : "Liechtenstein",
"currencySymbol" : "CHF",
"id" : "LI",
"currencyCode" : "CHF"
}, {
"name" : "Sri Lanka",
"currencySymbol" : "LKR",
"id" : "LK",
"currencyCode" : "LKR"
}, {
"name" : "Liberia",
"currencySymbol" : "LRD",
"id" : "LR",
"currencyCode" : "LRD"
}, {
"name" : "Lesotho",
"currencySymbol" : "LSL",
"id" : "LS",
"currencyCode" : "LSL"
}, {
"name" : "Lithuania",
"currencySymbol" : "EUR",
"id" : "LT",
"currencyCode" : "EUR"
}, {
"name" : "Luxembourg",
"currencySymbol" : "EUR",
"id" : "LU",
"currencyCode" : "EUR"
}, {
"name" : "Latvia",
"currencySymbol" : "EUR",
"id" : "LV",
"currencyCode" : "EUR"
}, {
"name" : "Libya",
"currencySymbol" : "LYD",
"id" : "LY",
"currencyCode" : "LYD"
}, {
"name" : "Morocco",
"currencySymbol" : "MAD",
"id" : "MA",
"currencyCode" : "MAD"
}, {
"name" : "Monaco",
"currencySymbol" : "EUR",
"id" : "MC",
"currencyCode" : "EUR"
}, {
"name" : "Moldova",
"currencySymbol" : "MDL",
"id" : "MD",
"currencyCode" : "MDL"
}, {
"name" : "Montenegro",
"currencySymbol" : "EUR",
"id" : "ME",
"currencyCode" : "EUR"
}, {
"name" : "St. Martin",
"currencySymbol" : "EUR",
"id" : "MF",
"currencyCode" : "EUR"
}, {
"name" : "Madagascar",
"currencySymbol" : "MGA",
"id" : "MG",
"currencyCode" : "MGA"
}, {
"name" : "Marshall Islands",
"currencySymbol" : "USD",
"id" : "MH",
"currencyCode" : "USD"
}, {
"name" : "North Macedonia",
"currencySymbol" : "MKD",
"id" : "MK",
"currencyCode" : "MKD"
}, {
"name" : "Mali",
"currencySymbol" : "XOF",
"id" : "ML",
"currencyCode" : "XOF"
}, {
"name" : "Myanmar (Burma)",
"currencySymbol" : "MMK",
"id" : "MM",
"currencyCode" : "MMK"
}, {
"name" : "Mongolia",
"currencySymbol" : "MNT",
"id" : "MN",
"currencyCode" : "MNT"
}, {
"name" : "Macao SAR China",
"currencySymbol" : "MOP",
"id" : "MO",
"currencyCode" : "MOP"
}, {
"name" : "Northern Mariana Islands",
"currencySymbol" : "USD",
"id" : "MP",
"currencyCode" : "USD"
}, {
"name" : "Martinique",
"currencySymbol" : "EUR",
"id" : "MQ",
"currencyCode" : "EUR"
}, {
"name" : "Mauritania",
"currencySymbol" : "MRU",
"id" : "MR",
"currencyCode" : "MRU"
}, {
"name" : "Montserrat",
"currencySymbol" : "XCD",
"id" : "MS",
"currencyCode" : "XCD"
}, {
"name" : "Malta",
"currencySymbol" : "€",
"id" : "MT",
"currencyCode" : "EUR"
}, {
"name" : "Mauritius",
"currencySymbol" : "MUR",
"id" : "MU",
"currencyCode" : "MUR"
}, {
"name" : "Maldives",
"currencySymbol" : "MVR",
"id" : "MV",
"currencyCode" : "MVR"
}, {
"name" : "Malawi",
"currencySymbol" : "MWK",
"id" : "MW",
"currencyCode" : "MWK"
}, {
"name" : "Mexico",
"currencySymbol" : "MXN",
"id" : "MX",
"currencyCode" : "MXN"
}, {
"name" : "Malaysia",
"currencySymbol" : "MYR",
"id" : "MY",
"currencyCode" : "MYR"
}, {
"name" : "Mozambique",
"currencySymbol" : "MZN",
"id" : "MZ",
"currencyCode" : "MZN"
}, {
"name" : "Namibia",
"currencySymbol" : "NAD",
"id" : "NA",
"currencyCode" : "NAD"
}, {
"name" : "New Caledonia",
"currencySymbol" : "XPF",
"id" : "NC",
"currencyCode" : "XPF"
}, {
"name" : "Niger",
"currencySymbol" : "XOF",
"id" : "NE",
"currencyCode" : "XOF"
}, {
"name" : "Norfolk Island",
"currencySymbol" : "AUD",
"id" : "NF",
"currencyCode" : "AUD"
}, {
"name" : "Nigeria",
"currencySymbol" : "NGN",
"id" : "NG",
"currencyCode" : "NGN"
}, {
"name" : "Nicaragua",
"currencySymbol" : "NIO",
"id" : "NI",
"currencyCode" : "NIO"
}, {
"name" : "Netherlands",
"currencySymbol" : "EUR",
"id" : "NL",
"currencyCode" : "EUR"
}, {
"name" : "Norway",
"currencySymbol" : "NOK",
"id" : "NO",
"currencyCode" : "NOK"
}, {
"name" : "Nepal",
"currencySymbol" : "NPR",
"id" : "NP",
"currencyCode" : "NPR"
}, {
"name" : "Nauru",
"currencySymbol" : "AUD",
"id" : "NR",
"currencyCode" : "AUD"
}, {
"name" : "Niue",
"currencySymbol" : "NZD",
"id" : "NU",
"currencyCode" : "NZD"
}, {
"name" : "New Zealand",
"currencySymbol" : "$",
"id" : "NZ",
"currencyCode" : "NZD"
}, {
"name" : "Oman",
"currencySymbol" : "OMR",
"id" : "OM",
"currencyCode" : "OMR"
}, {
"name" : "Panama",
"currencySymbol" : "PAB",
"id" : "PA",
"currencyCode" : "PAB"
}, {
"name" : "Peru",
"currencySymbol" : "PEN",
"id" : "PE",
"currencyCode" : "PEN"
}, {
"name" : "French Polynesia",
"currencySymbol" : "XPF",
"id" : "PF",
"currencyCode" : "XPF"
}, {
"name" : "Papua New Guinea",
"currencySymbol" : "PGK",
"id" : "PG",
"currencyCode" : "PGK"
}, {
"name" : "Philippines",
"currencySymbol" : "Php",
"id" : "PH",
"currencyCode" : "PHP"
}, {
"name" : "Pakistan",
"currencySymbol" : "PKR",
"id" : "PK",
"currencyCode" : "PKR"
}, {
"name" : "Poland",
"currencySymbol" : "PLN",
"id" : "PL",
"currencyCode" : "PLN"
}, {
"name" : "St. Pierre & Miquelon",
"currencySymbol" : "EUR",
"id" : "PM",
"currencyCode" : "EUR"
}, {
"name" : "Pitcairn Islands",
"currencySymbol" : "NZD",
"id" : "PN",
"currencyCode" : "NZD"
} ],
"countries" : {
"Papua New Guinea" : "en_PG",
"Cambodia" : "km_KH",
"Kazakhstan" : "ru_KZ",
"Paraguay" : "es_PY",
"Syria" : "ar_SY",
"Bahamas" : "en_BS",
"Solomon Islands" : "en_SB",
"Montserrat" : "en_MS",
"Mali" : "fr_ML",
"Marshall Islands" : "en_MH",
"Guadeloupe" : "fr_GP",
"Panama" : "es_PA",
"Laos" : "lo_LA",
"Vatican" : "it_VA",
"Argentina" : "es_AR",
"Falkland Islands" : "en_FK",
"Virgin Islands" : "en_VI",
"Seychelles" : "en_SC",
"Belize" : "en_BZ",
"Zambia" : "en_ZM",
"Bahrain" : "ar_BH",
"Congo" : "fr_CG",
"Namibia" : "en_NA",
"Comoros" : "fr_KM",
"Faroe Islands" : "fo_FO",
"Finland" : "fi_FI",
"Netherlands Antilles" : "nl_AN",
"Georgia" : "ka_GE",
"Yemen" : "ar_YE",
"Eritrea" : "en_ER",
"Puerto Rico" : "es_PR",
"Aruba" : "nl_AW",
"Madagascar" : "en_MG",
"Libya" : "ar_LY",
"Sweden" : "sv_SE",
"Malawi" : "en_MW",
"Andorra" : "ca_AD",
"Liechtenstein" : "de_LI",
"Algerian" : "ar_DZ",
"Poland" : "pl_PL",
"Bulgaria" : "bg_BG",
"Jordan" : "ar_JO",
"Tunisia" : "ar_TN",
"Tuvalu" : "en_TV",
"United Arab Emirates" : "ar_AE",
"Kenya" : "sw_KE",
"French Polynesia" : "fr_PF",
"Brunei" : "ms_BN",
"Djibouti" : "ar_DJ",
"Lebanon" : "ar_LB",
"Azerbaijan" : "az_AZ",
"Cuba" : "es_CU",
"Czech Republic" : "cs_CZ",
"Mauritania" : "ar_MR",
"Saint Lucia" : "en_LC",
"Mayotte" : "fr_YT",
"Israel" : "iw_IL",
"San Marino" : "it_SM",
"Australia" : "en_AU",
"Tajikistan" : "fa_TJ",
"Myanmar" : "my_MM",
"Cameroon" : "fr_CM",
"Gibraltar" : "en_GI",
"Cyprus" : "el_CY",
"Northern Mariana Islands" : "en_MP",
"Malaysia" : "ms_MY",
"BelgiumFrench" : "fr_BE",
"dIvoire" : "fr_CI",
"Iceland" : "is_IS",
"Oman" : "ar_OM",
"Armenia" : "hy_AM",
"Gabon" : "fr_GA",
"CanadaFrench" : "fr_CA",
"Brazil" : "pt_BR",
"Slovenia" : "sl_SI",
"LuxembourgFrench" : "fr_LU",
"Antigua and Barbuda" : "en_AG",
"Colombia" : "es_CO",
"Ecuador" : "es_EC",
"Moldova" : "ro_MD",
"Vanuatu" : "bi_VU",
"United States Minor Outlying Islands" : "en_UM",
"Cocos Islands" : "en_CC",
"Honduras" : "es_HN",
"Italy" : "it_IT",
"Antarctica" : "en_AQ",
"Nauru" : "en_NR",
"SwitzerlandFrench" : "fr_CH",
"Haiti" : "fr_HT",
"Afghanistan" : "ps_AF",
"Burundi" : "fr_BI",
"CanadaEnglish" : "en_CA",
"Singapore" : "en_SG",
"French Guiana" : "fr_GF",
"GuineaBissau" : "pt_GW",
"American Samoa" : "en_AS",
"Christmas Island" : "en_CX",
"Russia" : "ru_RU",
"Netherlands" : "nl_NL",
"China" : "zh_CN",
"Martinique" : "fr_MQ",
"The Democratic Republic Of Congo" : "fr_CD",
"Kyrgyzstan" : "uz_KG",
"Wallis And Futuna" : "fr_WF",
"Reunion" : "fr_RE",
"Saint Pierre And Miquelon" : "fr_PM",
"Bhutan" : "en_BT",
"Romania" : "ro_RO",
"Togo" : "fr_TG",
"Philippines" : "en_PH",
"Uzbekistan" : "uz_UZ",
"Pitcairn" : "en_PN",
"British Virgin Islands" : "en_VG",
"Zimbabwe" : "en_ZW",
"British Indian Ocean Territory" : "en_IO",
"Dominica" : "en_DM",
"Indonesia" : "id_ID",
"Benin" : "fr_BJ",
"Angola" : "pt_AO",
"Sudan" : "ar_SD",
"Portugal" : "pt_PT",
"New Caledonia" : "fr_NC",
"Grenada" : "en_GD",
"North Korea" : "ko_KP",
"Cayman Islands" : "en_KY",
"Greece" : "el_GR",
"Latvia" : "lv_LV",
"Mongolia" : "mn_MN",
"Iran" : "fa_IR",
"Morocco" : "ar_MA",
"Guatemala" : "es_GT",
"Guyana" : "en_GY",
"Iraq" : "ar_IQ",
"Chile" : "es_CL",
"Nepal" : "ne_NP",
"SpainCatalan" : "ca_ES",
"Tanzania" : "sw_TZ",
"Ukraine" : "uk_UA",
"Ghana" : "en_GH",
"Anguilla" : "en_AI",
"Saint Vincent And The Grenadines" : "en_VC",
"SwitzerlandItalian" : "it_CH",
"India" : "en_IN",
"Maldives" : "dv_MV",
"Turkey" : "tr_TR",
"Taiwan" : "zh_TW",
"South Africa" : "en_ZA",
"Trinidad and Tobago" : "en_TT",
"Bermuda" : "en_BM",
"Central African Republic" : "fr_CF",
"Jamaica" : "en_JM",
"Peru" : "es_PE",
"Turkmenistan" : "tk_TM",
"Germany" : "de_DE",
"Fiji" : "fj_FJ",
"Tokelau" : "en_TK",
"Hong Kong" : "zh_HK",
"Guinea" : "fr_GN",
"United States" : "en_US",
"Chad" : "ar_TD",
"Somalia" : "so_SO",
"Thailand" : "th_TH",
"Equatorial Guinea" : "es_GQ",
"Kiribati" : "en_KI",
"Costa Rica" : "es_CR",
"Vietnam" : "vi_VN",
"Kuwait" : "ar_KW",
"Nigeria" : "en_NG",
"Croatia" : "hr_HR",
"Sao Tome And Principe" : "pt_ST",
"Cook Islands" : "en_CK",
"Sri Lanka" : "si_LK",
"Uruguay" : "es_UY",
"United Kingdom" : "en_GB",
"Samoa" : "en_WS",
"Palestine" : "ar_PS",
"Liberia" : "en_LR",
"Venezuela" : "es_VE",
"Burkina Faso" : "fr_BF",
"Swaziland" : "en_SZ",
"Palau" : "en_PW",
"Turks And Caicos Islands" : "en_TC",
"Estonia" : "et_EE",
"Niue" : "en_NU",
"Heard Island And McDonald Islands" : "en_HM",
"Svalbard And Jan Mayen" : "no_SJ",
"BelgiumDutch" : "nl_BE",
"SpainSpanish" : "es_ES",
"Austria" : "de_AT",
"South Korea" : "ko_KR",
"Mozambique" : "pt_MZ",
"El Salvador" : "es_SV",
"Monaco" : "fr_MC",
"Guam" : "en_GU",
"Lesotho" : "en_LS",
"Tonga" : "to_TO",
"Western Sahara" : "ar_EH",
"Hungary" : "hu_HU",
"land Islands" : "sv_AX",
"Japan" : "ja_JP",
"Belarus" : "be_BY",
"SwitzerlandGerman" : "de_CH",
"Mauritius" : "en_MU",
"Bouvet Island" : "no_BV",
"Norfolk Island" : "en_NF",
"New Zealand" : "en_NZ",
"Senegal" : "fr_SN",
"TimorLeste" : "pt_TL",
"Macedonia" : "mk_MK",
"Ethiopia" : "am_ET",
"Egypt" : "ar_EG",
"Sierra Leone" : "en_SL",
"Bolivia" : "es_BO",
"LuxembourgGerman" : "de_LU",
"Malta" : "mt_MT",
"Saudi Arabia" : "ar_SA",
"Cape Verde" : "pt_CV",
"South Georgia And The South Sandwich Islands" : "en_GS",
"Pakistan" : "en_PK",
"Kosovo" : "en_XK",
"Gambia" : "en_GM",
"Ireland" : "en_IE",
"Qatar" : "ar_QA",
"Serbia and Montenegro" : "sr_CS",
"Slovakia" : "sk_SK",
"France" : "fr_FR",
"Lithuania" : "lt_LT",
"Bosnia and Herzegovina" : "bs_BA",
"Albanian" : "sq_AL",
"Niger" : "fr_NE",
"Rwanda" : "rw_RW",
"Saint Kitts And Nevis" : "en_KN",
"French Southern Territories" : "fr_TF",
"Bangladesh" : "bn_BD",
"Barbados" : "en_BB",
"Nicaragua" : "es_NI",
"Norway" : "no_NO",
"Botswana" : "en_BW",
"Macao" : "zh_MO",
"Denmark" : "da_DK",
"Dominican Republic" : "es_DO",
"Mexico" : "es_MX",
"Uganda" : "en_UG",
"Micronesia" : "en_FM",
"Suriname" : "nl_SR",
"Greenland" : "kl_GL",
"Saint Helena" : "en_SH"
}
}
This API lists the languages that are available for listing in Zoho Desk.
OAuth Scope
Request Example
Response Example
{
"languages" : {
"Italian" : "it_IT",
"French" : "fr_FR",
"Russian" : "ru_RU",
"English (United States)" : "en_US",
"Chinese" : "zh_CN",
"Danish" : "da_DK",
"Spanish" : "es_ES",
"German" : "de_DE",
"Japanese" : "ja_JP",
"Dutch" : "nl_NL",
"Turkish" : "tr_TR",
"Portuguese (Brazil)" : "pt_BR"
}
}
This API lists the time zones that are available for listing in Zoho Desk.
OAuth Scope
Request Example
Response Example
{
"data" : [ {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Abidjan )",
"id" : "Africa/Abidjan"
}, {
"name" : "( GMT 0:00 ) Ghana Mean Time( Africa/Accra )",
"id" : "Africa/Accra"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Addis_Ababa )",
"id" : "Africa/Addis_Ababa"
}, {
"name" : "( GMT 0:00 ) Central European Time( Africa/Algiers )",
"id" : "Africa/Algiers"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Asmara )",
"id" : "Africa/Asmara"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Asmera )",
"id" : "Africa/Asmera"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Bamako )",
"id" : "Africa/Bamako"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Bangui )",
"id" : "Africa/Bangui"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Banjul )",
"id" : "Africa/Banjul"
}, {
"name" : "( GMT -1:00 ) Greenwich Mean Time( Africa/Bissau )",
"id" : "Africa/Bissau"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Blantyre )",
"id" : "Africa/Blantyre"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Brazzaville )",
"id" : "Africa/Brazzaville"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Bujumbura )",
"id" : "Africa/Bujumbura"
}, {
"name" : "( GMT 2:00 ) Eastern European Time( Africa/Cairo )",
"id" : "Africa/Cairo"
}, {
"name" : "( GMT 0:00 ) Western European Summer Time( Africa/Casablanca )",
"id" : "Africa/Casablanca"
}, {
"name" : "( GMT 0:00 ) Central European Summer Time( Africa/Ceuta )",
"id" : "Africa/Ceuta"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Conakry )",
"id" : "Africa/Conakry"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Dakar )",
"id" : "Africa/Dakar"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Dar_es_Salaam )",
"id" : "Africa/Dar_es_Salaam"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Djibouti )",
"id" : "Africa/Djibouti"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Douala )",
"id" : "Africa/Douala"
}, {
"name" : "( GMT -1:00 ) Western European Summer Time( Africa/El_Aaiun )",
"id" : "Africa/El_Aaiun"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Freetown )",
"id" : "Africa/Freetown"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Gaborone )",
"id" : "Africa/Gaborone"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Harare )",
"id" : "Africa/Harare"
}, {
"name" : "( GMT 2:00 ) South Africa Standard Time( Africa/Johannesburg )",
"id" : "Africa/Johannesburg"
}, {
"name" : "( GMT 2:00 ) Eastern African Time( Africa/Juba )",
"id" : "Africa/Juba"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Kampala )",
"id" : "Africa/Kampala"
}, {
"name" : "( GMT 2:00 ) Eastern African Time( Africa/Khartoum )",
"id" : "Africa/Khartoum"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Kigali )",
"id" : "Africa/Kigali"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Kinshasa )",
"id" : "Africa/Kinshasa"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Lagos )",
"id" : "Africa/Lagos"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Libreville )",
"id" : "Africa/Libreville"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Lome )",
"id" : "Africa/Lome"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Luanda )",
"id" : "Africa/Luanda"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Lubumbashi )",
"id" : "Africa/Lubumbashi"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Lusaka )",
"id" : "Africa/Lusaka"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Malabo )",
"id" : "Africa/Malabo"
}, {
"name" : "( GMT 2:00 ) Central African Time( Africa/Maputo )",
"id" : "Africa/Maputo"
}, {
"name" : "( GMT 2:00 ) South Africa Standard Time( Africa/Maseru )",
"id" : "Africa/Maseru"
}, {
"name" : "( GMT 2:00 ) South Africa Standard Time( Africa/Mbabane )",
"id" : "Africa/Mbabane"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Mogadishu )",
"id" : "Africa/Mogadishu"
}, {
"name" : "( GMT 0:44 ) Greenwich Mean Time( Africa/Monrovia )",
"id" : "Africa/Monrovia"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Africa/Nairobi )",
"id" : "Africa/Nairobi"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Ndjamena )",
"id" : "Africa/Ndjamena"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Niamey )",
"id" : "Africa/Niamey"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Nouakchott )",
"id" : "Africa/Nouakchott"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Ouagadougou )",
"id" : "Africa/Ouagadougou"
}, {
"name" : "( GMT 1:00 ) Western African Time( Africa/Porto-Novo )",
"id" : "Africa/Porto-Novo"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Sao_Tome )",
"id" : "Africa/Sao_Tome"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Africa/Timbuktu )",
"id" : "Africa/Timbuktu"
}, {
"name" : "( GMT 2:00 ) Eastern European Time( Africa/Tripoli )",
"id" : "Africa/Tripoli"
}, {
"name" : "( GMT 1:00 ) Central European Time( Africa/Tunis )",
"id" : "Africa/Tunis"
}, {
"name" : "( GMT 2:00 ) Western African Summer Time( Africa/Windhoek )",
"id" : "Africa/Windhoek"
}, {
"name" : "( GMT -11:00 ) Hawaii Daylight Time( America/Adak )",
"id" : "America/Adak"
}, {
"name" : "( GMT -10:00 ) Alaska Daylight Time( America/Anchorage )",
"id" : "America/Anchorage"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Anguilla )",
"id" : "America/Anguilla"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Antigua )",
"id" : "America/Antigua"
}, {
"name" : "( GMT -3:00 ) Brasilia Time( America/Araguaina )",
"id" : "America/Araguaina"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Buenos_Aires )",
"id" : "America/Argentina/Buenos_Aires"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Catamarca )",
"id" : "America/Argentina/Catamarca"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/ComodRivadavia )",
"id" : "America/Argentina/ComodRivadavia"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Cordoba )",
"id" : "America/Argentina/Cordoba"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Jujuy )",
"id" : "America/Argentina/Jujuy"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/La_Rioja )",
"id" : "America/Argentina/La_Rioja"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Mendoza )",
"id" : "America/Argentina/Mendoza"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Rio_Gallegos )",
"id" : "America/Argentina/Rio_Gallegos"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Salta )",
"id" : "America/Argentina/Salta"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/San_Juan )",
"id" : "America/Argentina/San_Juan"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/San_Luis )",
"id" : "America/Argentina/San_Luis"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Tucuman )",
"id" : "America/Argentina/Tucuman"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Argentina/Ushuaia )",
"id" : "America/Argentina/Ushuaia"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Aruba )",
"id" : "America/Aruba"
}, {
"name" : "( GMT -4:00 ) Paraguay Summer Time( America/Asuncion )",
"id" : "America/Asuncion"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( America/Atikokan )",
"id" : "America/Atikokan"
}, {
"name" : "( GMT -11:00 ) Hawaii Daylight Time( America/Atka )",
"id" : "America/Atka"
}, {
"name" : "( GMT -3:00 ) Brasilia Time( America/Bahia )",
"id" : "America/Bahia"
}, {
"name" : "( GMT -8:00 ) Central Daylight Time( America/Bahia_Banderas )",
"id" : "America/Bahia_Banderas"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Barbados )",
"id" : "America/Barbados"
}, {
"name" : "( GMT -3:00 ) Brasilia Time( America/Belem )",
"id" : "America/Belem"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/Belize )",
"id" : "America/Belize"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Blanc-Sablon )",
"id" : "America/Blanc-Sablon"
}, {
"name" : "( GMT -4:00 ) Amazon Time( America/Boa_Vista )",
"id" : "America/Boa_Vista"
}, {
"name" : "( GMT -5:00 ) Colombia Time( America/Bogota )",
"id" : "America/Bogota"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( America/Boise )",
"id" : "America/Boise"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Buenos_Aires )",
"id" : "America/Buenos_Aires"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( America/Cambridge_Bay )",
"id" : "America/Cambridge_Bay"
}, {
"name" : "( GMT -4:00 ) Amazon Summer Time( America/Campo_Grande )",
"id" : "America/Campo_Grande"
}, {
"name" : "( GMT -6:00 ) Eastern Standard Time( America/Cancun )",
"id" : "America/Cancun"
}, {
"name" : "( GMT -4:00 ) Venezuela Time( America/Caracas )",
"id" : "America/Caracas"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Catamarca )",
"id" : "America/Catamarca"
}, {
"name" : "( GMT -3:00 ) French Guiana Time( America/Cayenne )",
"id" : "America/Cayenne"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Cayman )",
"id" : "America/Cayman"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Chicago )",
"id" : "America/Chicago"
}, {
"name" : "( GMT -6:00 ) Mountain Daylight Time( America/Chihuahua )",
"id" : "America/Chihuahua"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( America/Coral_Harbour )",
"id" : "America/Coral_Harbour"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Cordoba )",
"id" : "America/Cordoba"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/Costa_Rica )",
"id" : "America/Costa_Rica"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( America/Creston )",
"id" : "America/Creston"
}, {
"name" : "( GMT -4:00 ) Amazon Summer Time( America/Cuiaba )",
"id" : "America/Cuiaba"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Curacao )",
"id" : "America/Curacao"
}, {
"name" : "( GMT -3:00 ) Greenwich Mean Time( America/Danmarkshavn )",
"id" : "America/Danmarkshavn"
}, {
"name" : "( GMT -9:00 ) Pacific Daylight Time( America/Dawson )",
"id" : "America/Dawson"
}, {
"name" : "( GMT -8:00 ) Mountain Standard Time( America/Dawson_Creek )",
"id" : "America/Dawson_Creek"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( America/Denver )",
"id" : "America/Denver"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Detroit )",
"id" : "America/Detroit"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Dominica )",
"id" : "America/Dominica"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( America/Edmonton )",
"id" : "America/Edmonton"
}, {
"name" : "( GMT -5:00 ) Acre Time( America/Eirunepe )",
"id" : "America/Eirunepe"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/El_Salvador )",
"id" : "America/El_Salvador"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( America/Ensenada )",
"id" : "America/Ensenada"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( America/Fort_Nelson )",
"id" : "America/Fort_Nelson"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Fort_Wayne )",
"id" : "America/Fort_Wayne"
}, {
"name" : "( GMT -3:00 ) Brasilia Time( America/Fortaleza )",
"id" : "America/Fortaleza"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( America/Glace_Bay )",
"id" : "America/Glace_Bay"
}, {
"name" : "( GMT -3:00 ) Western Greenland Summer Time( America/Godthab )",
"id" : "America/Godthab"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( America/Goose_Bay )",
"id" : "America/Goose_Bay"
}, {
"name" : "( GMT -5:00 ) Atlantic Standard Time( America/Grand_Turk )",
"id" : "America/Grand_Turk"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Grenada )",
"id" : "America/Grenada"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Guadeloupe )",
"id" : "America/Guadeloupe"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/Guatemala )",
"id" : "America/Guatemala"
}, {
"name" : "( GMT -5:00 ) Ecuador Time( America/Guayaquil )",
"id" : "America/Guayaquil"
}, {
"name" : "( GMT -3:45 ) Guyana Time( America/Guyana )",
"id" : "America/Guyana"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( America/Halifax )",
"id" : "America/Halifax"
}, {
"name" : "( GMT -5:00 ) Cuba Daylight Time( America/Havana )",
"id" : "America/Havana"
}, {
"name" : "( GMT -8:00 ) Mountain Standard Time( America/Hermosillo )",
"id" : "America/Hermosillo"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Indiana/Indianapolis )",
"id" : "America/Indiana/Indianapolis"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Indiana/Knox )",
"id" : "America/Indiana/Knox"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Indiana/Marengo )",
"id" : "America/Indiana/Marengo"
}, {
"name" : "( GMT -6:00 ) Eastern Daylight Time( America/Indiana/Petersburg )",
"id" : "America/Indiana/Petersburg"
}, {
"name" : "( GMT -5:00 ) Central Daylight Time( America/Indiana/Tell_City )",
"id" : "America/Indiana/Tell_City"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Indiana/Vevay )",
"id" : "America/Indiana/Vevay"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Indiana/Vincennes )",
"id" : "America/Indiana/Vincennes"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Indiana/Winamac )",
"id" : "America/Indiana/Winamac"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Indianapolis )",
"id" : "America/Indianapolis"
}, {
"name" : "( GMT -8:00 ) Mountain Daylight Time( America/Inuvik )",
"id" : "America/Inuvik"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Iqaluit )",
"id" : "America/Iqaluit"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( America/Jamaica )",
"id" : "America/Jamaica"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Jujuy )",
"id" : "America/Jujuy"
}, {
"name" : "( GMT -8:00 ) Alaska Daylight Time( America/Juneau )",
"id" : "America/Juneau"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Kentucky/Louisville )",
"id" : "America/Kentucky/Louisville"
}, {
"name" : "( GMT -6:00 ) Eastern Daylight Time( America/Kentucky/Monticello )",
"id" : "America/Kentucky/Monticello"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Knox_IN )",
"id" : "America/Knox_IN"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Kralendijk )",
"id" : "America/Kralendijk"
}, {
"name" : "( GMT -4:00 ) Bolivia Time( America/La_Paz )",
"id" : "America/La_Paz"
}, {
"name" : "( GMT -5:00 ) Peru Time( America/Lima )",
"id" : "America/Lima"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( America/Los_Angeles )",
"id" : "America/Los_Angeles"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Louisville )",
"id" : "America/Louisville"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Lower_Princes )",
"id" : "America/Lower_Princes"
}, {
"name" : "( GMT -3:00 ) Brasilia Time( America/Maceio )",
"id" : "America/Maceio"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/Managua )",
"id" : "America/Managua"
}, {
"name" : "( GMT -4:00 ) Amazon Time( America/Manaus )",
"id" : "America/Manaus"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Marigot )",
"id" : "America/Marigot"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Martinique )",
"id" : "America/Martinique"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Matamoros )",
"id" : "America/Matamoros"
}, {
"name" : "( GMT -8:00 ) Mountain Daylight Time( America/Mazatlan )",
"id" : "America/Mazatlan"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Mendoza )",
"id" : "America/Mendoza"
}, {
"name" : "( GMT -5:00 ) Central Daylight Time( America/Menominee )",
"id" : "America/Menominee"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Merida )",
"id" : "America/Merida"
}, {
"name" : "( GMT -8:00 ) Pacific Standard Time( America/Metlakatla )",
"id" : "America/Metlakatla"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Mexico_City )",
"id" : "America/Mexico_City"
}, {
"name" : "( GMT -4:00 ) Pierre & Miquelon Daylight Time( America/Miquelon )",
"id" : "America/Miquelon"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( America/Moncton )",
"id" : "America/Moncton"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Monterrey )",
"id" : "America/Monterrey"
}, {
"name" : "( GMT -3:00 ) Uruguay Time( America/Montevideo )",
"id" : "America/Montevideo"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Montreal )",
"id" : "America/Montreal"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Montserrat )",
"id" : "America/Montserrat"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Nassau )",
"id" : "America/Nassau"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/New_York )",
"id" : "America/New_York"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Nipigon )",
"id" : "America/Nipigon"
}, {
"name" : "( GMT -11:00 ) Alaska Daylight Time( America/Nome )",
"id" : "America/Nome"
}, {
"name" : "( GMT -2:00 ) Fernando de Noronha Time( America/Noronha )",
"id" : "America/Noronha"
}, {
"name" : "( GMT -7:00 ) Central Daylight Time( America/North_Dakota/Beulah )",
"id" : "America/North_Dakota/Beulah"
}, {
"name" : "( GMT -7:00 ) Central Daylight Time( America/North_Dakota/Center )",
"id" : "America/North_Dakota/Center"
}, {
"name" : "( GMT -7:00 ) Central Daylight Time( America/North_Dakota/New_Salem )",
"id" : "America/North_Dakota/New_Salem"
}, {
"name" : "( GMT -6:00 ) Mountain Daylight Time( America/Ojinaga )",
"id" : "America/Ojinaga"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( America/Panama )",
"id" : "America/Panama"
}, {
"name" : "( GMT -4:00 ) Eastern Daylight Time( America/Pangnirtung )",
"id" : "America/Pangnirtung"
}, {
"name" : "( GMT -3:30 ) Suriname Time( America/Paramaribo )",
"id" : "America/Paramaribo"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( America/Phoenix )",
"id" : "America/Phoenix"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Port-au-Prince )",
"id" : "America/Port-au-Prince"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Port_of_Spain )",
"id" : "America/Port_of_Spain"
}, {
"name" : "( GMT -5:00 ) Acre Time( America/Porto_Acre )",
"id" : "America/Porto_Acre"
}, {
"name" : "( GMT -4:00 ) Amazon Time( America/Porto_Velho )",
"id" : "America/Porto_Velho"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Puerto_Rico )",
"id" : "America/Puerto_Rico"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Rainy_River )",
"id" : "America/Rainy_River"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Rankin_Inlet )",
"id" : "America/Rankin_Inlet"
}, {
"name" : "( GMT -3:00 ) Brasilia Time( America/Recife )",
"id" : "America/Recife"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/Regina )",
"id" : "America/Regina"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Resolute )",
"id" : "America/Resolute"
}, {
"name" : "( GMT -5:00 ) Acre Time( America/Rio_Branco )",
"id" : "America/Rio_Branco"
}, {
"name" : "( GMT -3:00 ) Argentine Time( America/Rosario )",
"id" : "America/Rosario"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( America/Santa_Isabel )",
"id" : "America/Santa_Isabel"
}, {
"name" : "( GMT -4:00 ) Brasilia Time( America/Santarem )",
"id" : "America/Santarem"
}, {
"name" : "( GMT -3:00 ) Chile Time( America/Santiago )",
"id" : "America/Santiago"
}, {
"name" : "( GMT -4:30 ) Atlantic Standard Time( America/Santo_Domingo )",
"id" : "America/Santo_Domingo"
}, {
"name" : "( GMT -3:00 ) Brasilia Summer Time( America/Sao_Paulo )",
"id" : "America/Sao_Paulo"
}, {
"name" : "( GMT -2:00 ) Eastern Greenland Summer Time( America/Scoresbysund )",
"id" : "America/Scoresbysund"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( America/Shiprock )",
"id" : "America/Shiprock"
}, {
"name" : "( GMT -8:00 ) Alaska Daylight Time( America/Sitka )",
"id" : "America/Sitka"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/St_Barthelemy )",
"id" : "America/St_Barthelemy"
}, {
"name" : "( GMT -3:30 ) Newfoundland Daylight Time( America/St_Johns )",
"id" : "America/St_Johns"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/St_Kitts )",
"id" : "America/St_Kitts"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/St_Lucia )",
"id" : "America/St_Lucia"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/St_Thomas )",
"id" : "America/St_Thomas"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/St_Vincent )",
"id" : "America/St_Vincent"
}, {
"name" : "( GMT -7:00 ) Central Standard Time( America/Swift_Current )",
"id" : "America/Swift_Current"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( America/Tegucigalpa )",
"id" : "America/Tegucigalpa"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( America/Thule )",
"id" : "America/Thule"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Thunder_Bay )",
"id" : "America/Thunder_Bay"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( America/Tijuana )",
"id" : "America/Tijuana"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( America/Toronto )",
"id" : "America/Toronto"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Tortola )",
"id" : "America/Tortola"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( America/Vancouver )",
"id" : "America/Vancouver"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( America/Virgin )",
"id" : "America/Virgin"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( America/Whitehorse )",
"id" : "America/Whitehorse"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( America/Winnipeg )",
"id" : "America/Winnipeg"
}, {
"name" : "( GMT -9:00 ) Alaska Daylight Time( America/Yakutat )",
"id" : "America/Yakutat"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( America/Yellowknife )",
"id" : "America/Yellowknife"
}, {
"name" : "( GMT 8:00 ) Australian Western Standard Time( Antarctica/Casey )",
"id" : "Antarctica/Casey"
}, {
"name" : "( GMT 7:00 ) Davis Time( Antarctica/Davis )",
"id" : "Antarctica/Davis"
}, {
"name" : "( GMT 10:00 ) Dumont-d'Urville Time( Antarctica/DumontDUrville )",
"id" : "Antarctica/DumontDUrville"
}, {
"name" : "( GMT 11:00 ) Macquarie Island Standard Time( Antarctica/Macquarie )",
"id" : "Antarctica/Macquarie"
}, {
"name" : "( GMT 6:00 ) Mawson Time( Antarctica/Mawson )",
"id" : "Antarctica/Mawson"
}, {
"name" : "( GMT 12:00 ) New Zealand Daylight Time( Antarctica/McMurdo )",
"id" : "Antarctica/McMurdo"
}, {
"name" : "( GMT -3:00 ) Chile Time( Antarctica/Palmer )",
"id" : "Antarctica/Palmer"
}, {
"name" : "( GMT 0:00 ) Rothera Time( Antarctica/Rothera )",
"id" : "Antarctica/Rothera"
}, {
"name" : "( GMT 12:00 ) New Zealand Daylight Time( Antarctica/South_Pole )",
"id" : "Antarctica/South_Pole"
}, {
"name" : "( GMT 3:00 ) Syowa Time( Antarctica/Syowa )",
"id" : "Antarctica/Syowa"
}, {
"name" : "( GMT 0:00 ) Central European Summer Time( Antarctica/Troll )",
"id" : "Antarctica/Troll"
}, {
"name" : "( GMT 6:00 ) Vostok Time( Antarctica/Vostok )",
"id" : "Antarctica/Vostok"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Arctic/Longyearbyen )",
"id" : "Arctic/Longyearbyen"
}, {
"name" : "( GMT 3:00 ) Arabia Standard Time( Asia/Aden )",
"id" : "Asia/Aden"
}, {
"name" : "( GMT 6:00 ) Alma-Ata Time( Asia/Almaty )",
"id" : "Asia/Almaty"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Amman )",
"id" : "Asia/Amman"
}, {
"name" : "( GMT 13:00 ) Anadyr Time( Asia/Anadyr )",
"id" : "Asia/Anadyr"
}, {
"name" : "( GMT 5:00 ) Aqtau Time( Asia/Aqtau )",
"id" : "Asia/Aqtau"
}, {
"name" : "( GMT 5:00 ) Aqtobe Time( Asia/Aqtobe )",
"id" : "Asia/Aqtobe"
}, {
"name" : "( GMT 5:00 ) Turkmenistan Time( Asia/Ashgabat )",
"id" : "Asia/Ashgabat"
}, {
"name" : "( GMT 5:00 ) Turkmenistan Time( Asia/Ashkhabad )",
"id" : "Asia/Ashkhabad"
}, {
"name" : "( GMT 3:00 ) Arabia Standard Time( Asia/Baghdad )",
"id" : "Asia/Baghdad"
}, {
"name" : "( GMT 4:00 ) Arabia Standard Time( Asia/Bahrain )",
"id" : "Asia/Bahrain"
}, {
"name" : "( GMT 4:00 ) Azerbaijan Summer Time( Asia/Baku )",
"id" : "Asia/Baku"
}, {
"name" : "( GMT 7:00 ) Indochina Time( Asia/Bangkok )",
"id" : "Asia/Bangkok"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Beirut )",
"id" : "Asia/Beirut"
}, {
"name" : "( GMT 6:00 ) Kirgizstan Time( Asia/Bishkek )",
"id" : "Asia/Bishkek"
}, {
"name" : "( GMT 8:00 ) Brunei Time( Asia/Brunei )",
"id" : "Asia/Brunei"
}, {
"name" : "( GMT 5:30 ) India Standard Time( Asia/Calcutta )",
"id" : "Asia/Calcutta"
}, {
"name" : "( GMT 8:00 ) Irkutsk Time( Asia/Chita )",
"id" : "Asia/Chita"
}, {
"name" : "( GMT 7:00 ) Choibalsan Summer Time( Asia/Choibalsan )",
"id" : "Asia/Choibalsan"
}, {
"name" : "( GMT 7:00 ) China Standard Time( Asia/Chongqing )",
"id" : "Asia/Chongqing"
}, {
"name" : "( GMT 7:00 ) China Standard Time( Asia/Chungking )",
"id" : "Asia/Chungking"
}, {
"name" : "( GMT 5:30 ) India Standard Time( Asia/Colombo )",
"id" : "Asia/Colombo"
}, {
"name" : "( GMT 6:00 ) Bangladesh Time( Asia/Dacca )",
"id" : "Asia/Dacca"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Damascus )",
"id" : "Asia/Damascus"
}, {
"name" : "( GMT 6:00 ) Bangladesh Time( Asia/Dhaka )",
"id" : "Asia/Dhaka"
}, {
"name" : "( GMT 9:00 ) Timor-Leste Time( Asia/Dili )",
"id" : "Asia/Dili"
}, {
"name" : "( GMT 4:00 ) Gulf Standard Time( Asia/Dubai )",
"id" : "Asia/Dubai"
}, {
"name" : "( GMT 6:00 ) Tajikistan Time( Asia/Dushanbe )",
"id" : "Asia/Dushanbe"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Gaza )",
"id" : "Asia/Gaza"
}, {
"name" : "( GMT 8:30 ) China Standard Time( Asia/Harbin )",
"id" : "Asia/Harbin"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Hebron )",
"id" : "Asia/Hebron"
}, {
"name" : "( GMT 7:00 ) Indochina Time( Asia/Ho_Chi_Minh )",
"id" : "Asia/Ho_Chi_Minh"
}, {
"name" : "( GMT 8:00 ) Hong Kong Time( Asia/Hong_Kong )",
"id" : "Asia/Hong_Kong"
}, {
"name" : "( GMT 6:00 ) Hovd Summer Time( Asia/Hovd )",
"id" : "Asia/Hovd"
}, {
"name" : "( GMT 8:00 ) Irkutsk Time( Asia/Irkutsk )",
"id" : "Asia/Irkutsk"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Istanbul )",
"id" : "Asia/Istanbul"
}, {
"name" : "( GMT 7:00 ) West Indonesia Time( Asia/Jakarta )",
"id" : "Asia/Jakarta"
}, {
"name" : "( GMT 9:00 ) East Indonesia Time( Asia/Jayapura )",
"id" : "Asia/Jayapura"
}, {
"name" : "( GMT 2:00 ) Israel Daylight Time( Asia/Jerusalem )",
"id" : "Asia/Jerusalem"
}, {
"name" : "( GMT 4:30 ) Afghanistan Time( Asia/Kabul )",
"id" : "Asia/Kabul"
}, {
"name" : "( GMT 12:00 ) Petropavlovsk-Kamchatski Time( Asia/Kamchatka )",
"id" : "Asia/Kamchatka"
}, {
"name" : "( GMT 5:00 ) Pakistan Time( Asia/Karachi )",
"id" : "Asia/Karachi"
}, {
"name" : "( GMT 5:00 ) Xinjiang Standard Time( Asia/Kashgar )",
"id" : "Asia/Kashgar"
}, {
"name" : "( GMT 5:30 ) Nepal Time( Asia/Kathmandu )",
"id" : "Asia/Kathmandu"
}, {
"name" : "( GMT 5:30 ) Nepal Time( Asia/Katmandu )",
"id" : "Asia/Katmandu"
}, {
"name" : "( GMT 9:00 ) Khandyga Time( Asia/Khandyga )",
"id" : "Asia/Khandyga"
}, {
"name" : "( GMT 5:30 ) India Standard Time( Asia/Kolkata )",
"id" : "Asia/Kolkata"
}, {
"name" : "( GMT 7:00 ) Krasnoyarsk Time( Asia/Krasnoyarsk )",
"id" : "Asia/Krasnoyarsk"
}, {
"name" : "( GMT 7:30 ) Malaysia Time( Asia/Kuala_Lumpur )",
"id" : "Asia/Kuala_Lumpur"
}, {
"name" : "( GMT 8:00 ) Malaysia Time( Asia/Kuching )",
"id" : "Asia/Kuching"
}, {
"name" : "( GMT 3:00 ) Arabia Standard Time( Asia/Kuwait )",
"id" : "Asia/Kuwait"
}, {
"name" : "( GMT 8:00 ) China Standard Time( Asia/Macao )",
"id" : "Asia/Macao"
}, {
"name" : "( GMT 8:00 ) China Standard Time( Asia/Macau )",
"id" : "Asia/Macau"
}, {
"name" : "( GMT 11:00 ) Magadan Time( Asia/Magadan )",
"id" : "Asia/Magadan"
}, {
"name" : "( GMT 8:00 ) Central Indonesia Time( Asia/Makassar )",
"id" : "Asia/Makassar"
}, {
"name" : "( GMT 8:00 ) Philippines Time( Asia/Manila )",
"id" : "Asia/Manila"
}, {
"name" : "( GMT 4:00 ) Gulf Standard Time( Asia/Muscat )",
"id" : "Asia/Muscat"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Asia/Nicosia )",
"id" : "Asia/Nicosia"
}, {
"name" : "( GMT 7:00 ) Krasnoyarsk Time( Asia/Novokuznetsk )",
"id" : "Asia/Novokuznetsk"
}, {
"name" : "( GMT 7:00 ) Novosibirsk Time( Asia/Novosibirsk )",
"id" : "Asia/Novosibirsk"
}, {
"name" : "( GMT 6:00 ) Omsk Time( Asia/Omsk )",
"id" : "Asia/Omsk"
}, {
"name" : "( GMT 5:00 ) Oral Time( Asia/Oral )",
"id" : "Asia/Oral"
}, {
"name" : "( GMT 7:00 ) Indochina Time( Asia/Phnom_Penh )",
"id" : "Asia/Phnom_Penh"
}, {
"name" : "( GMT 8:00 ) West Indonesia Time( Asia/Pontianak )",
"id" : "Asia/Pontianak"
}, {
"name" : "( GMT 9:00 ) Korea Standard Time( Asia/Pyongyang )",
"id" : "Asia/Pyongyang"
}, {
"name" : "( GMT 4:00 ) Arabia Standard Time( Asia/Qatar )",
"id" : "Asia/Qatar"
}, {
"name" : "( GMT 5:00 ) Qyzylorda Time( Asia/Qyzylorda )",
"id" : "Asia/Qyzylorda"
}, {
"name" : "( GMT 6:30 ) Myanmar Time( Asia/Rangoon )",
"id" : "Asia/Rangoon"
}, {
"name" : "( GMT 3:00 ) Arabia Standard Time( Asia/Riyadh )",
"id" : "Asia/Riyadh"
}, {
"name" : "( GMT 7:00 ) Indochina Time( Asia/Saigon )",
"id" : "Asia/Saigon"
}, {
"name" : "( GMT 11:00 ) Sakhalin Time( Asia/Sakhalin )",
"id" : "Asia/Sakhalin"
}, {
"name" : "( GMT 5:00 ) Uzbekistan Time( Asia/Samarkand )",
"id" : "Asia/Samarkand"
}, {
"name" : "( GMT 9:00 ) Korea Standard Time( Asia/Seoul )",
"id" : "Asia/Seoul"
}, {
"name" : "( GMT 8:00 ) China Standard Time( Asia/Shanghai )",
"id" : "Asia/Shanghai"
}, {
"name" : "( GMT 7:30 ) Singapore Time( Asia/Singapore )",
"id" : "Asia/Singapore"
}, {
"name" : "( GMT 11:00 ) Srednekolymsk Time( Asia/Srednekolymsk )",
"id" : "Asia/Srednekolymsk"
}, {
"name" : "( GMT 8:00 ) China Standard Time( Asia/Taipei )",
"id" : "Asia/Taipei"
}, {
"name" : "( GMT 6:00 ) Uzbekistan Time( Asia/Tashkent )",
"id" : "Asia/Tashkent"
}, {
"name" : "( GMT 4:00 ) Georgia Time( Asia/Tbilisi )",
"id" : "Asia/Tbilisi"
}, {
"name" : "( GMT 3:30 ) Iran Daylight Time( Asia/Tehran )",
"id" : "Asia/Tehran"
}, {
"name" : "( GMT 2:00 ) Israel Daylight Time( Asia/Tel_Aviv )",
"id" : "Asia/Tel_Aviv"
}, {
"name" : "( GMT 5:30 ) Bhutan Time( Asia/Thimbu )",
"id" : "Asia/Thimbu"
}, {
"name" : "( GMT 5:30 ) Bhutan Time( Asia/Thimphu )",
"id" : "Asia/Thimphu"
}, {
"name" : "( GMT 9:00 ) Japan Standard Time( Asia/Tokyo )",
"id" : "Asia/Tokyo"
}, {
"name" : "( GMT 8:00 ) Central Indonesia Time( Asia/Ujung_Pandang )",
"id" : "Asia/Ujung_Pandang"
}, {
"name" : "( GMT 7:00 ) Ulaanbaatar Summer Time( Asia/Ulaanbaatar )",
"id" : "Asia/Ulaanbaatar"
}, {
"name" : "( GMT 7:00 ) Ulaanbaatar Summer Time( Asia/Ulan_Bator )",
"id" : "Asia/Ulan_Bator"
}, {
"name" : "( GMT 6:00 ) Xinjiang Standard Time( Asia/Urumqi )",
"id" : "Asia/Urumqi"
}, {
"name" : "( GMT 10:00 ) Ust-Nera Time( Asia/Ust-Nera )",
"id" : "Asia/Ust-Nera"
}, {
"name" : "( GMT 7:00 ) Indochina Time( Asia/Vientiane )",
"id" : "Asia/Vientiane"
}, {
"name" : "( GMT 10:00 ) Vladivostok Time( Asia/Vladivostok )",
"id" : "Asia/Vladivostok"
}, {
"name" : "( GMT 9:00 ) Yakutsk Time( Asia/Yakutsk )",
"id" : "Asia/Yakutsk"
}, {
"name" : "( GMT 5:00 ) Yekaterinburg Time( Asia/Yekaterinburg )",
"id" : "Asia/Yekaterinburg"
}, {
"name" : "( GMT 4:00 ) Armenia Time( Asia/Yerevan )",
"id" : "Asia/Yerevan"
}, {
"name" : "( GMT -1:00 ) Azores Summer Time( Atlantic/Azores )",
"id" : "Atlantic/Azores"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( Atlantic/Bermuda )",
"id" : "Atlantic/Bermuda"
}, {
"name" : "( GMT 0:00 ) Western European Summer Time( Atlantic/Canary )",
"id" : "Atlantic/Canary"
}, {
"name" : "( GMT -2:00 ) Cape Verde Time( Atlantic/Cape_Verde )",
"id" : "Atlantic/Cape_Verde"
}, {
"name" : "( GMT 0:00 ) Western European Summer Time( Atlantic/Faeroe )",
"id" : "Atlantic/Faeroe"
}, {
"name" : "( GMT 0:00 ) Western European Summer Time( Atlantic/Faroe )",
"id" : "Atlantic/Faroe"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Atlantic/Jan_Mayen )",
"id" : "Atlantic/Jan_Mayen"
}, {
"name" : "( GMT 0:00 ) Western European Summer Time( Atlantic/Madeira )",
"id" : "Atlantic/Madeira"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Atlantic/Reykjavik )",
"id" : "Atlantic/Reykjavik"
}, {
"name" : "( GMT -2:00 ) South Georgia Standard Time( Atlantic/South_Georgia )",
"id" : "Atlantic/South_Georgia"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Atlantic/St_Helena )",
"id" : "Atlantic/St_Helena"
}, {
"name" : "( GMT -4:00 ) Falkland Is. Time( Atlantic/Stanley )",
"id" : "Atlantic/Stanley"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (New South Wales)( Australia/ACT )",
"id" : "Australia/ACT"
}, {
"name" : "( GMT 9:30 ) Australian Central Daylight Time (South Australia)( Australia/Adelaide )",
"id" : "Australia/Adelaide"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Standard Time (Queensland)( Australia/Brisbane )",
"id" : "Australia/Brisbane"
}, {
"name" : "( GMT 9:30 ) Australian Central Daylight Time (South Australia/New South Wales)( Australia/Broken_Hill )",
"id" : "Australia/Broken_Hill"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (New South Wales)( Australia/Canberra )",
"id" : "Australia/Canberra"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (New South Wales)( Australia/Currie )",
"id" : "Australia/Currie"
}, {
"name" : "( GMT 9:30 ) Australian Central Standard Time (Northern Territory)( Australia/Darwin )",
"id" : "Australia/Darwin"
}, {
"name" : "( GMT 8:45 ) Australian Central Western Standard Time( Australia/Eucla )",
"id" : "Australia/Eucla"
}, {
"name" : "( GMT 11:00 ) Australian Eastern Daylight Time (Tasmania)( Australia/Hobart )",
"id" : "Australia/Hobart"
}, {
"name" : "( GMT 10:00 ) Lord Howe Daylight Time( Australia/LHI )",
"id" : "Australia/LHI"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Standard Time (Queensland)( Australia/Lindeman )",
"id" : "Australia/Lindeman"
}, {
"name" : "( GMT 10:00 ) Lord Howe Daylight Time( Australia/Lord_Howe )",
"id" : "Australia/Lord_Howe"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (Victoria)( Australia/Melbourne )",
"id" : "Australia/Melbourne"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (New South Wales)( Australia/NSW )",
"id" : "Australia/NSW"
}, {
"name" : "( GMT 9:30 ) Australian Central Standard Time (Northern Territory)( Australia/North )",
"id" : "Australia/North"
}, {
"name" : "( GMT 8:00 ) Australian Western Standard Time( Australia/Perth )",
"id" : "Australia/Perth"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Standard Time (Queensland)( Australia/Queensland )",
"id" : "Australia/Queensland"
}, {
"name" : "( GMT 9:30 ) Australian Central Daylight Time (South Australia)( Australia/South )",
"id" : "Australia/South"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (New South Wales)( Australia/Sydney )",
"id" : "Australia/Sydney"
}, {
"name" : "( GMT 11:00 ) Australian Eastern Daylight Time (Tasmania)( Australia/Tasmania )",
"id" : "Australia/Tasmania"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (Victoria)( Australia/Victoria )",
"id" : "Australia/Victoria"
}, {
"name" : "( GMT 8:00 ) Australian Western Standard Time( Australia/West )",
"id" : "Australia/West"
}, {
"name" : "( GMT 9:30 ) Australian Central Daylight Time (South Australia/New South Wales)( Australia/Yancowinna )",
"id" : "Australia/Yancowinna"
}, {
"name" : "( GMT -5:00 ) Acre Time( Brazil/Acre )",
"id" : "Brazil/Acre"
}, {
"name" : "( GMT -2:00 ) Fernando de Noronha Time( Brazil/DeNoronha )",
"id" : "Brazil/DeNoronha"
}, {
"name" : "( GMT -3:00 ) Brasilia Summer Time( Brazil/East )",
"id" : "Brazil/East"
}, {
"name" : "( GMT -4:00 ) Amazon Time( Brazil/West )",
"id" : "Brazil/West"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( CET )",
"id" : "CET"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( CST6CDT )",
"id" : "CST6CDT"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( Canada/Atlantic )",
"id" : "Canada/Atlantic"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( Canada/Central )",
"id" : "Canada/Central"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( Canada/East-Saskatchewan )",
"id" : "Canada/East-Saskatchewan"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( Canada/Eastern )",
"id" : "Canada/Eastern"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( Canada/Mountain )",
"id" : "Canada/Mountain"
}, {
"name" : "( GMT -3:30 ) Newfoundland Daylight Time( Canada/Newfoundland )",
"id" : "Canada/Newfoundland"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( Canada/Pacific )",
"id" : "Canada/Pacific"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( Canada/Saskatchewan )",
"id" : "Canada/Saskatchewan"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( Canada/Yukon )",
"id" : "Canada/Yukon"
}, {
"name" : "( GMT -3:00 ) Chile Time( Chile/Continental )",
"id" : "Chile/Continental"
}, {
"name" : "( GMT -6:00 ) Easter Is. Time( Chile/EasterIsland )",
"id" : "Chile/EasterIsland"
}, {
"name" : "( GMT -5:00 ) Cuba Daylight Time( Cuba )",
"id" : "Cuba"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( EET )",
"id" : "EET"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( EST5EDT )",
"id" : "EST5EDT"
}, {
"name" : "( GMT 2:00 ) Eastern European Time( Egypt )",
"id" : "Egypt"
}, {
"name" : "( GMT 1:00 ) Irish Summer Time( Eire )",
"id" : "Eire"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Etc/GMT )",
"id" : "Etc/GMT"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Etc/GMT+0 )",
"id" : "Etc/GMT+0"
}, {
"name" : "( GMT -1:00 ) GMT-01:00( Etc/GMT+1 )",
"id" : "Etc/GMT+1"
}, {
"name" : "( GMT -10:00 ) GMT-10:00( Etc/GMT+10 )",
"id" : "Etc/GMT+10"
}, {
"name" : "( GMT -11:00 ) GMT-11:00( Etc/GMT+11 )",
"id" : "Etc/GMT+11"
}, {
"name" : "( GMT -12:00 ) GMT-12:00( Etc/GMT+12 )",
"id" : "Etc/GMT+12"
}, {
"name" : "( GMT -2:00 ) GMT-02:00( Etc/GMT+2 )",
"id" : "Etc/GMT+2"
}, {
"name" : "( GMT -3:00 ) GMT-03:00( Etc/GMT+3 )",
"id" : "Etc/GMT+3"
}, {
"name" : "( GMT -4:00 ) GMT-04:00( Etc/GMT+4 )",
"id" : "Etc/GMT+4"
}, {
"name" : "( GMT -5:00 ) GMT-05:00( Etc/GMT+5 )",
"id" : "Etc/GMT+5"
}, {
"name" : "( GMT -6:00 ) GMT-06:00( Etc/GMT+6 )",
"id" : "Etc/GMT+6"
}, {
"name" : "( GMT -7:00 ) GMT-07:00( Etc/GMT+7 )",
"id" : "Etc/GMT+7"
}, {
"name" : "( GMT -8:00 ) GMT-08:00( Etc/GMT+8 )",
"id" : "Etc/GMT+8"
}, {
"name" : "( GMT -9:00 ) GMT-09:00( Etc/GMT+9 )",
"id" : "Etc/GMT+9"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Etc/GMT-0 )",
"id" : "Etc/GMT-0"
}, {
"name" : "( GMT 1:00 ) GMT+01:00( Etc/GMT-1 )",
"id" : "Etc/GMT-1"
}, {
"name" : "( GMT 10:00 ) GMT+10:00( Etc/GMT-10 )",
"id" : "Etc/GMT-10"
}, {
"name" : "( GMT 11:00 ) GMT+11:00( Etc/GMT-11 )",
"id" : "Etc/GMT-11"
}, {
"name" : "( GMT 12:00 ) GMT+12:00( Etc/GMT-12 )",
"id" : "Etc/GMT-12"
}, {
"name" : "( GMT 13:00 ) GMT+13:00( Etc/GMT-13 )",
"id" : "Etc/GMT-13"
}, {
"name" : "( GMT 14:00 ) GMT+14:00( Etc/GMT-14 )",
"id" : "Etc/GMT-14"
}, {
"name" : "( GMT 2:00 ) GMT+02:00( Etc/GMT-2 )",
"id" : "Etc/GMT-2"
}, {
"name" : "( GMT 3:00 ) GMT+03:00( Etc/GMT-3 )",
"id" : "Etc/GMT-3"
}, {
"name" : "( GMT 4:00 ) GMT+04:00( Etc/GMT-4 )",
"id" : "Etc/GMT-4"
}, {
"name" : "( GMT 5:00 ) GMT+05:00( Etc/GMT-5 )",
"id" : "Etc/GMT-5"
}, {
"name" : "( GMT 6:00 ) GMT+06:00( Etc/GMT-6 )",
"id" : "Etc/GMT-6"
}, {
"name" : "( GMT 7:00 ) GMT+07:00( Etc/GMT-7 )",
"id" : "Etc/GMT-7"
}, {
"name" : "( GMT 8:00 ) GMT+08:00( Etc/GMT-8 )",
"id" : "Etc/GMT-8"
}, {
"name" : "( GMT 9:00 ) GMT+09:00( Etc/GMT-9 )",
"id" : "Etc/GMT-9"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Etc/GMT0 )",
"id" : "Etc/GMT0"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Etc/Greenwich )",
"id" : "Etc/Greenwich"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( Etc/UCT )",
"id" : "Etc/UCT"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( Etc/UTC )",
"id" : "Etc/UTC"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( Etc/Universal )",
"id" : "Etc/Universal"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( Etc/Zulu )",
"id" : "Etc/Zulu"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Amsterdam )",
"id" : "Europe/Amsterdam"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Andorra )",
"id" : "Europe/Andorra"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Athens )",
"id" : "Europe/Athens"
}, {
"name" : "( GMT 1:00 ) British Summer Time( Europe/Belfast )",
"id" : "Europe/Belfast"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Belgrade )",
"id" : "Europe/Belgrade"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Berlin )",
"id" : "Europe/Berlin"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Bratislava )",
"id" : "Europe/Bratislava"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Brussels )",
"id" : "Europe/Brussels"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Bucharest )",
"id" : "Europe/Bucharest"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Budapest )",
"id" : "Europe/Budapest"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Busingen )",
"id" : "Europe/Busingen"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Chisinau )",
"id" : "Europe/Chisinau"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Copenhagen )",
"id" : "Europe/Copenhagen"
}, {
"name" : "( GMT 1:00 ) Irish Summer Time( Europe/Dublin )",
"id" : "Europe/Dublin"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Gibraltar )",
"id" : "Europe/Gibraltar"
}, {
"name" : "( GMT 1:00 ) British Summer Time( Europe/Guernsey )",
"id" : "Europe/Guernsey"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Helsinki )",
"id" : "Europe/Helsinki"
}, {
"name" : "( GMT 1:00 ) British Summer Time( Europe/Isle_of_Man )",
"id" : "Europe/Isle_of_Man"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Istanbul )",
"id" : "Europe/Istanbul"
}, {
"name" : "( GMT 1:00 ) British Summer Time( Europe/Jersey )",
"id" : "Europe/Jersey"
}, {
"name" : "( GMT 3:00 ) Eastern European Time( Europe/Kaliningrad )",
"id" : "Europe/Kaliningrad"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Kiev )",
"id" : "Europe/Kiev"
}, {
"name" : "( GMT 1:00 ) Western European Summer Time( Europe/Lisbon )",
"id" : "Europe/Lisbon"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Ljubljana )",
"id" : "Europe/Ljubljana"
}, {
"name" : "( GMT 1:00 ) British Summer Time( Europe/London )",
"id" : "Europe/London"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Luxembourg )",
"id" : "Europe/Luxembourg"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Madrid )",
"id" : "Europe/Madrid"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Malta )",
"id" : "Europe/Malta"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Mariehamn )",
"id" : "Europe/Mariehamn"
}, {
"name" : "( GMT 3:00 ) Moscow Standard Time( Europe/Minsk )",
"id" : "Europe/Minsk"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Monaco )",
"id" : "Europe/Monaco"
}, {
"name" : "( GMT 3:00 ) Moscow Standard Time( Europe/Moscow )",
"id" : "Europe/Moscow"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Nicosia )",
"id" : "Europe/Nicosia"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Oslo )",
"id" : "Europe/Oslo"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Paris )",
"id" : "Europe/Paris"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Podgorica )",
"id" : "Europe/Podgorica"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Prague )",
"id" : "Europe/Prague"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Riga )",
"id" : "Europe/Riga"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Rome )",
"id" : "Europe/Rome"
}, {
"name" : "( GMT 4:00 ) Samara Time( Europe/Samara )",
"id" : "Europe/Samara"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/San_Marino )",
"id" : "Europe/San_Marino"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Sarajevo )",
"id" : "Europe/Sarajevo"
}, {
"name" : "( GMT 3:00 ) Moscow Standard Time( Europe/Simferopol )",
"id" : "Europe/Simferopol"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Skopje )",
"id" : "Europe/Skopje"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Europe/Sofia )",
"id" : "Europe/Sofia"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Stockholm )",
"id" : "Europe/Stockholm"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Tallinn )",
"id" : "Europe/Tallinn"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Tirane )",
"id" : "Europe/Tirane"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Tiraspol )",
"id" : "Europe/Tiraspol"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Uzhgorod )",
"id" : "Europe/Uzhgorod"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Vaduz )",
"id" : "Europe/Vaduz"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Vatican )",
"id" : "Europe/Vatican"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Vienna )",
"id" : "Europe/Vienna"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Vilnius )",
"id" : "Europe/Vilnius"
}, {
"name" : "( GMT 4:00 ) Moscow Standard Time( Europe/Volgograd )",
"id" : "Europe/Volgograd"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Warsaw )",
"id" : "Europe/Warsaw"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Zagreb )",
"id" : "Europe/Zagreb"
}, {
"name" : "( GMT 3:00 ) Eastern European Summer Time( Europe/Zaporozhye )",
"id" : "Europe/Zaporozhye"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Europe/Zurich )",
"id" : "Europe/Zurich"
}, {
"name" : "( GMT 1:00 ) British Summer Time( GB )",
"id" : "GB"
}, {
"name" : "( GMT 1:00 ) British Summer Time( GB-Eire )",
"id" : "GB-Eire"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )",
"id" : "GMT"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT0 )",
"id" : "GMT0"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Greenwich )",
"id" : "Greenwich"
}, {
"name" : "( GMT 8:00 ) Hong Kong Time( Hongkong )",
"id" : "Hongkong"
}, {
"name" : "( GMT 0:00 ) Greenwich Mean Time( Iceland )",
"id" : "Iceland"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Indian/Antananarivo )",
"id" : "Indian/Antananarivo"
}, {
"name" : "( GMT 5:00 ) Indian Ocean Territory Time( Indian/Chagos )",
"id" : "Indian/Chagos"
}, {
"name" : "( GMT 7:00 ) Christmas Island Time( Indian/Christmas )",
"id" : "Indian/Christmas"
}, {
"name" : "( GMT 6:30 ) Cocos Islands Time( Indian/Cocos )",
"id" : "Indian/Cocos"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Indian/Comoro )",
"id" : "Indian/Comoro"
}, {
"name" : "( GMT 5:00 ) French Southern & Antarctic Lands Time( Indian/Kerguelen )",
"id" : "Indian/Kerguelen"
}, {
"name" : "( GMT 4:00 ) Seychelles Time( Indian/Mahe )",
"id" : "Indian/Mahe"
}, {
"name" : "( GMT 5:00 ) Maldives Time( Indian/Maldives )",
"id" : "Indian/Maldives"
}, {
"name" : "( GMT 4:00 ) Mauritius Time( Indian/Mauritius )",
"id" : "Indian/Mauritius"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( Indian/Mayotte )",
"id" : "Indian/Mayotte"
}, {
"name" : "( GMT 4:00 ) Reunion Time( Indian/Reunion )",
"id" : "Indian/Reunion"
}, {
"name" : "( GMT 3:30 ) Iran Daylight Time( Iran )",
"id" : "Iran"
}, {
"name" : "( GMT 2:00 ) Israel Daylight Time( Israel )",
"id" : "Israel"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( Jamaica )",
"id" : "Jamaica"
}, {
"name" : "( GMT 9:00 ) Japan Standard Time( Japan )",
"id" : "Japan"
}, {
"name" : "( GMT -12:00 ) Marshall Islands Time( Kwajalein )",
"id" : "Kwajalein"
}, {
"name" : "( GMT 2:00 ) Eastern European Time( Libya )",
"id" : "Libya"
}, {
"name" : "( GMT 1:00 ) Middle Europe Summer Time( MET )",
"id" : "MET"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( MST7MDT )",
"id" : "MST7MDT"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( Mexico/BajaNorte )",
"id" : "Mexico/BajaNorte"
}, {
"name" : "( GMT -8:00 ) Mountain Daylight Time( Mexico/BajaSur )",
"id" : "Mexico/BajaSur"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( Mexico/General )",
"id" : "Mexico/General"
}, {
"name" : "( GMT 12:00 ) New Zealand Daylight Time( NZ )",
"id" : "NZ"
}, {
"name" : "( GMT 12:45 ) Chatham Daylight Time( NZ-CHAT )",
"id" : "NZ-CHAT"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( Navajo )",
"id" : "Navajo"
}, {
"name" : "( GMT 8:00 ) China Standard Time( PRC )",
"id" : "PRC"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( PST8PDT )",
"id" : "PST8PDT"
}, {
"name" : "( GMT -11:00 ) West Samoa Daylight Time( Pacific/Apia )",
"id" : "Pacific/Apia"
}, {
"name" : "( GMT 12:00 ) New Zealand Daylight Time( Pacific/Auckland )",
"id" : "Pacific/Auckland"
}, {
"name" : "( GMT 11:00 ) Bougainville Standard Time( Pacific/Bougainville )",
"id" : "Pacific/Bougainville"
}, {
"name" : "( GMT 12:45 ) Chatham Daylight Time( Pacific/Chatham )",
"id" : "Pacific/Chatham"
}, {
"name" : "( GMT 10:00 ) Chuuk Time( Pacific/Chuuk )",
"id" : "Pacific/Chuuk"
}, {
"name" : "( GMT -6:00 ) Easter Is. Time( Pacific/Easter )",
"id" : "Pacific/Easter"
}, {
"name" : "( GMT 11:00 ) Vanuatu Time( Pacific/Efate )",
"id" : "Pacific/Efate"
}, {
"name" : "( GMT -12:00 ) Phoenix Is. Time( Pacific/Enderbury )",
"id" : "Pacific/Enderbury"
}, {
"name" : "( GMT -10:00 ) Tokelau Time( Pacific/Fakaofo )",
"id" : "Pacific/Fakaofo"
}, {
"name" : "( GMT 12:00 ) Fiji Summer Time( Pacific/Fiji )",
"id" : "Pacific/Fiji"
}, {
"name" : "( GMT 12:00 ) Tuvalu Time( Pacific/Funafuti )",
"id" : "Pacific/Funafuti"
}, {
"name" : "( GMT -5:00 ) Galapagos Time( Pacific/Galapagos )",
"id" : "Pacific/Galapagos"
}, {
"name" : "( GMT -9:00 ) Gambier Time( Pacific/Gambier )",
"id" : "Pacific/Gambier"
}, {
"name" : "( GMT 11:00 ) Solomon Is. Time( Pacific/Guadalcanal )",
"id" : "Pacific/Guadalcanal"
}, {
"name" : "( GMT 10:00 ) Chamorro Standard Time( Pacific/Guam )",
"id" : "Pacific/Guam"
}, {
"name" : "( GMT -10:00 ) Hawaii Standard Time( Pacific/Honolulu )",
"id" : "Pacific/Honolulu"
}, {
"name" : "( GMT -10:00 ) Hawaii Standard Time( Pacific/Johnston )",
"id" : "Pacific/Johnston"
}, {
"name" : "( GMT -10:40 ) Line Is. Time( Pacific/Kiritimati )",
"id" : "Pacific/Kiritimati"
}, {
"name" : "( GMT 12:00 ) Kosrae Time( Pacific/Kosrae )",
"id" : "Pacific/Kosrae"
}, {
"name" : "( GMT -12:00 ) Marshall Islands Time( Pacific/Kwajalein )",
"id" : "Pacific/Kwajalein"
}, {
"name" : "( GMT 12:00 ) Marshall Islands Time( Pacific/Majuro )",
"id" : "Pacific/Majuro"
}, {
"name" : "( GMT -9:30 ) Marquesas Time( Pacific/Marquesas )",
"id" : "Pacific/Marquesas"
}, {
"name" : "( GMT -11:00 ) Samoa Standard Time( Pacific/Midway )",
"id" : "Pacific/Midway"
}, {
"name" : "( GMT 11:30 ) Nauru Time( Pacific/Nauru )",
"id" : "Pacific/Nauru"
}, {
"name" : "( GMT -11:30 ) Niue Time( Pacific/Niue )",
"id" : "Pacific/Niue"
}, {
"name" : "( GMT 11:30 ) Norfolk Time( Pacific/Norfolk )",
"id" : "Pacific/Norfolk"
}, {
"name" : "( GMT 11:00 ) New Caledonia Time( Pacific/Noumea )",
"id" : "Pacific/Noumea"
}, {
"name" : "( GMT -11:00 ) Samoa Standard Time( Pacific/Pago_Pago )",
"id" : "Pacific/Pago_Pago"
}, {
"name" : "( GMT 9:00 ) Palau Time( Pacific/Palau )",
"id" : "Pacific/Palau"
}, {
"name" : "( GMT -8:30 ) Pitcairn Standard Time( Pacific/Pitcairn )",
"id" : "Pacific/Pitcairn"
}, {
"name" : "( GMT 11:00 ) Pohnpei Time( Pacific/Pohnpei )",
"id" : "Pacific/Pohnpei"
}, {
"name" : "( GMT 11:00 ) Pohnpei Time( Pacific/Ponape )",
"id" : "Pacific/Ponape"
}, {
"name" : "( GMT 10:00 ) Papua New Guinea Time( Pacific/Port_Moresby )",
"id" : "Pacific/Port_Moresby"
}, {
"name" : "( GMT -10:30 ) Cook Is. Time( Pacific/Rarotonga )",
"id" : "Pacific/Rarotonga"
}, {
"name" : "( GMT 10:00 ) Chamorro Standard Time( Pacific/Saipan )",
"id" : "Pacific/Saipan"
}, {
"name" : "( GMT -11:00 ) Samoa Standard Time( Pacific/Samoa )",
"id" : "Pacific/Samoa"
}, {
"name" : "( GMT -10:00 ) Tahiti Time( Pacific/Tahiti )",
"id" : "Pacific/Tahiti"
}, {
"name" : "( GMT 12:00 ) Gilbert Is. Time( Pacific/Tarawa )",
"id" : "Pacific/Tarawa"
}, {
"name" : "( GMT 13:00 ) Tonga Time( Pacific/Tongatapu )",
"id" : "Pacific/Tongatapu"
}, {
"name" : "( GMT 10:00 ) Chuuk Time( Pacific/Truk )",
"id" : "Pacific/Truk"
}, {
"name" : "( GMT 12:00 ) Wake Time( Pacific/Wake )",
"id" : "Pacific/Wake"
}, {
"name" : "( GMT 12:00 ) Wallis & Futuna Time( Pacific/Wallis )",
"id" : "Pacific/Wallis"
}, {
"name" : "( GMT 10:00 ) Chuuk Time( Pacific/Yap )",
"id" : "Pacific/Yap"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( Poland )",
"id" : "Poland"
}, {
"name" : "( GMT 1:00 ) Western European Summer Time( Portugal )",
"id" : "Portugal"
}, {
"name" : "( GMT 9:00 ) Korea Standard Time( ROK )",
"id" : "ROK"
}, {
"name" : "( GMT 7:30 ) Singapore Time( Singapore )",
"id" : "Singapore"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( SystemV/AST4 )",
"id" : "SystemV/AST4"
}, {
"name" : "( GMT -4:00 ) Atlantic Daylight Time( SystemV/AST4ADT )",
"id" : "SystemV/AST4ADT"
}, {
"name" : "( GMT -6:00 ) Central Standard Time( SystemV/CST6 )",
"id" : "SystemV/CST6"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( SystemV/CST6CDT )",
"id" : "SystemV/CST6CDT"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( SystemV/EST5 )",
"id" : "SystemV/EST5"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( SystemV/EST5EDT )",
"id" : "SystemV/EST5EDT"
}, {
"name" : "( GMT -10:00 ) Hawaii Standard Time( SystemV/HST10 )",
"id" : "SystemV/HST10"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( SystemV/MST7 )",
"id" : "SystemV/MST7"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( SystemV/MST7MDT )",
"id" : "SystemV/MST7MDT"
}, {
"name" : "( GMT -8:00 ) Pacific Standard Time( SystemV/PST8 )",
"id" : "SystemV/PST8"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( SystemV/PST8PDT )",
"id" : "SystemV/PST8PDT"
}, {
"name" : "( GMT -9:00 ) Alaska Standard Time( SystemV/YST9 )",
"id" : "SystemV/YST9"
}, {
"name" : "( GMT -9:00 ) Alaska Daylight Time( SystemV/YST9YDT )",
"id" : "SystemV/YST9YDT"
}, {
"name" : "( GMT 2:00 ) Eastern European Summer Time( Turkey )",
"id" : "Turkey"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( UCT )",
"id" : "UCT"
}, {
"name" : "( GMT -10:00 ) Alaska Daylight Time( US/Alaska )",
"id" : "US/Alaska"
}, {
"name" : "( GMT -11:00 ) Hawaii Daylight Time( US/Aleutian )",
"id" : "US/Aleutian"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( US/Arizona )",
"id" : "US/Arizona"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( US/Central )",
"id" : "US/Central"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( US/East-Indiana )",
"id" : "US/East-Indiana"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( US/Eastern )",
"id" : "US/Eastern"
}, {
"name" : "( GMT -10:00 ) Hawaii Standard Time( US/Hawaii )",
"id" : "US/Hawaii"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( US/Indiana-Starke )",
"id" : "US/Indiana-Starke"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( US/Michigan )",
"id" : "US/Michigan"
}, {
"name" : "( GMT -7:00 ) Mountain Daylight Time( US/Mountain )",
"id" : "US/Mountain"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( US/Pacific )",
"id" : "US/Pacific"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( US/Pacific-New )",
"id" : "US/Pacific-New"
}, {
"name" : "( GMT -11:00 ) Samoa Standard Time( US/Samoa )",
"id" : "US/Samoa"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( UTC )",
"id" : "UTC"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( Universal )",
"id" : "Universal"
}, {
"name" : "( GMT 3:00 ) Moscow Standard Time( W-SU )",
"id" : "W-SU"
}, {
"name" : "( GMT 0:00 ) Western European Summer Time( WET )",
"id" : "WET"
}, {
"name" : "( GMT 0:00 ) Coordinated Universal Time( Zulu )",
"id" : "Zulu"
}, {
"name" : "( GMT -5:00 ) Eastern Standard Time( EST )",
"id" : "EST"
}, {
"name" : "( GMT -10:00 ) Hawaii Standard Time( HST )",
"id" : "HST"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( MST )",
"id" : "MST"
}, {
"name" : "( GMT 9:30 ) Australian Central Standard Time (Northern Territory)( ACT )",
"id" : "ACT"
}, {
"name" : "( GMT 10:00 ) Australian Eastern Daylight Time (New South Wales)( AET )",
"id" : "AET"
}, {
"name" : "( GMT -3:00 ) Argentine Time( AGT )",
"id" : "AGT"
}, {
"name" : "( GMT 2:00 ) Eastern European Time( ART )",
"id" : "ART"
}, {
"name" : "( GMT -9:00 ) Alaska Daylight Time( AST )",
"id" : "AST"
}, {
"name" : "( GMT -3:00 ) Brasilia Summer Time( BET )",
"id" : "BET"
}, {
"name" : "( GMT 6:00 ) Bangladesh Time( BST )",
"id" : "BST"
}, {
"name" : "( GMT 2:00 ) Central African Time( CAT )",
"id" : "CAT"
}, {
"name" : "( GMT -3:30 ) Newfoundland Daylight Time( CNT )",
"id" : "CNT"
}, {
"name" : "( GMT -6:00 ) Central Daylight Time( CST )",
"id" : "CST"
}, {
"name" : "( GMT 8:00 ) China Standard Time( CTT )",
"id" : "CTT"
}, {
"name" : "( GMT 3:00 ) Eastern African Time( EAT )",
"id" : "EAT"
}, {
"name" : "( GMT 1:00 ) Central European Summer Time( ECT )",
"id" : "ECT"
}, {
"name" : "( GMT -5:00 ) Eastern Daylight Time( IET )",
"id" : "IET"
}, {
"name" : "( GMT 5:30 ) India Standard Time( IST )",
"id" : "IST"
}, {
"name" : "( GMT 9:00 ) Japan Standard Time( JST )",
"id" : "JST"
}, {
"name" : "( GMT 13:00 ) West Samoa Daylight Time( MIT )",
"id" : "MIT"
}, {
"name" : "( GMT 4:00 ) Armenia Time( NET )",
"id" : "NET"
}, {
"name" : "( GMT 12:00 ) New Zealand Daylight Time( NST )",
"id" : "NST"
}, {
"name" : "( GMT 5:00 ) Pakistan Time( PLT )",
"id" : "PLT"
}, {
"name" : "( GMT -7:00 ) Mountain Standard Time( PNT )",
"id" : "PNT"
}, {
"name" : "( GMT -4:00 ) Atlantic Standard Time( PRT )",
"id" : "PRT"
}, {
"name" : "( GMT -8:00 ) Pacific Daylight Time( PST )",
"id" : "PST"
}, {
"name" : "( GMT 11:00 ) Solomon Is. Time( SST )",
"id" : "SST"
}, {
"name" : "( GMT 7:00 ) Indochina Time( VST )",
"id" : "VST"
} ]
}
Signature refers to the self-identifying/self-referencing details that agents include at the end of their responses to customers.
boolean
Status of the signature
deprecated
long
ID of the agent. This key is deprecated, Please use id key instead of this
long
ID of the agent
string
Default signature of the agent
Example
{ "customizedSignatures" : [ { "signature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>Manager</b><br /></div><div><b>Sales & Marketing</b><br /></div><div><b>@Surface Sureve</b><br /></div></div></div></div><div><div><br /></div></div><div><br /></div></div><div><br /></div></div><div><br /></div></div>", "departmentId" : 4000000015063 }, { "signature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>User Onboarding</b><br /></div><div><b>@Surface Sureve</b><br /></div></div></div></div><div><div><br /></div></div><div><br /></div></div></div><div><br /></div></div>", "departmentId" : 4000000027042 } ], "agentId" : 4000000012902, "defaultSignature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>@Surface Sureve</b><br /></div></div></div></div></div><div><br /></div></div>", "id" : "4000000012902", "isActive" : true }
This API fetches the different signatures configured by an agent.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"customizedSignatures" : [ {
"signature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>Manager</b><br /></div><div><b>Sales & Marketing</b><br /></div><div><b>@Surface Sureve</b><br /></div></div></div></div><div><div><br /></div></div><div><br /></div></div><div><br /></div></div><div><br /></div></div>",
"departmentId" : 4000000015063
}, {
"signature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>User Onboarding</b><br /></div><div><b>@Surface Sureve</b><br /></div></div></div></div><div><div><br /></div></div><div><br /></div></div></div><div><br /></div></div>",
"departmentId" : 4000000027042
} ],
"agentId" : 4000000012902,
"defaultSignature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>@Surface Sureve</b><br /></div></div></div></div></div><div><br /></div></div>",
"id" : "4000000012902",
"isActive" : true
}
This API updates the existing signatures of an agent.
boolean
optionalStatus of the signature
string
optional,Default signature of the agent
list
optionalDepartment-specific, customized signatures of the agent
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"customizedSignatures" : [ {
"signature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>Manager</b><br /></div><div><b>Sales & Marketing</b><br /></div><div><b>@Surface Sureve Inc.</b><br /></div></div></div></div><div><div><br /></div></div><div><br /></div></div><div><br /></div></div><div><br /></div></div>",
"departmentId" : 4000000015063
} ],
"agentId" : 4000000012902,
"defaultSignature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>@Surface Sureve Inc.</b><br /></div></div></div></div></div><div><br /></div></div>",
"id" : "4000000012902",
"isActive" : true
}
This API updates the customized signatures of an agent.
long
requiredID of the department in which the signature exists
string
required,Signature of the agent in that department
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"customizedSignatures" : [ {
"signature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>Manager</b><br /></div><div>Sales & Marketing<br /></div><div><b>@Surface Sureve Inc.</b><br /></div></div></div></div><div><div><br /></div></div><div><br /></div></div><div><br /></div></div><div><br /></div></div>",
"departmentId" : 4000000015063
} ],
"agentId" : 4000000012902,
"defaultSignature" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Bonnie Runolfsson<br /></div><div><b>@Surface Sureve Inc.</b><br /></div></div></div></div></div><div><br /></div></div>",
"id" : "4000000012902",
"isActive" : true
}
Business hours are the working hours of your help desk. In Zoho Desk, you can configure multiple business hour sets, based on factors, such as the shift times of your agents, and time zones of the regions you cater to. Defining business hours is important because the due time for responding to and resolving tickets are calculated based on these hours. They play a critical role in time tracking and SLAs
String
Name of the business hours set
String
Activation status of the business hours set. Values allowed are ACTIVE and INACTIVE
String
Type of the business hours set. Values allowed are 24X7 (available anytime throughout the week), SPECIFIC (available during specific hours on the days selected),and CUSTOM (available during different hours on different days
long
ID of the holiday list to associate with the business hours set
string
ID of the time zone to associate with the business hours set
Example
{ "modifiedTime" : "2018-12-03T07:16:59.198Z", "createdBy" : "4000000016079", "associatedHolidayList" : { "holidayListStatus" : "INACTIVE", "holidayListId" : "4000000105030", "holidayListName" : "General HolidayList" }, "name" : "UK Shift BusinessHours", "businessTimes" : [ { "startTime" : "09:00", "endTime" : "18:00", "day" : "MONDAY" }, { "startTime" : "09:00", "endTime" : "18:00", "day" : "TUESDAY" }, { "startTime" : "09:00", "endTime" : "18:00", "day" : "WEDNESDAY" }, { "startTime" : "09:00", "endTime" : "18:00", "day" : "THURSDAY" }, { "startTime" : "09:00", "endTime" : "18:00", "day" : "FRIDAY" }, { "startTime" : "09:00", "endTime" : "18:00", "day" : "SATURDAY" }, { "startTime" : "00:00", "endTime" : "00:00", "day" : "SUNDAY" } ], "timeZone" : { "name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )", "id" : "GMT" }, "createdTime" : "2018-11-28T11:25:45.082Z", "modifiedBy" : "4000000016079", "id" : "4000000101009", "type" : "CUSTOM", "status" : "INACTIVE" }
This API creates a business hours set in your help desk portal
String
requiredName of the business hours set
String
requiredActivation status of the business hours set. Values allowed are ACTIVE and INACTIVE
String
requiredType of the business hours set. Values allowed are 24X7 (available anytime throughout the week), SPECIFIC (available during specific hours on the days selected),and CUSTOM (available during different hours on different days
long
optionalID of the holiday list to associate with the business hours set
string
optional,ID of the time zone to associate with the business hours set
list
optionalBusiness hours for the week
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2018-12-10T07:18:39.796Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : null,
"name" : "BusinssHour Pakistan Shift",
"businessTimes" : [ {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "MONDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "TUESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "WEDNESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "THURSDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 5:00 ) Pakistan Time( PLT )",
"id" : "PLT"
},
"createdTime" : "2018-12-10T07:18:39.796Z",
"modifiedBy" : "4000000016079",
"id" : "4000000186010",
"type" : "SPECIFIC",
"status" : "ACTIVE"
}
This API fetches the details of a business hours set configured in your help desk portal
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2018-12-10T07:18:39.796Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : null,
"name" : "BusinssHour Pakistan Shift",
"businessTimes" : [ {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "MONDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "TUESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "WEDNESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "THURSDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 5:00 ) Pakistan Time( PLT )",
"id" : "PLT"
},
"createdTime" : "2018-12-10T07:18:39.796Z",
"modifiedBy" : "4000000016079",
"id" : "4000000186010",
"type" : "SPECIFIC",
"status" : "ACTIVE"
}
TThis API updates the details of a business hours set configured in your help desk portal
String
optionalName of the business hours set
String
optionalActivation status of the business hours set. Values allowed are ACTIVE and INACTIVE
String
optionalType of the business hours set. Values allowed are 24X7 (available anytime throughout the week), SPECIFIC (available during specific hours on the days selected),and CUSTOM (available during different hours on different days
long
optionalID of the holiday list to associate with the business hours set
string
optional,ID of the time zone to associate with the business hours set
list
optionalBusiness hours for the week
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2018-12-10T09:46:28.750Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : {
"holidayListStatus" : "INACTIVE",
"holidayListId" : "4000000105030",
"holidayListName" : "General HolidayList"
},
"name" : "BusinssHour Pakistan Shift-with Holidays",
"businessTimes" : [ {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "MONDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "TUESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "WEDNESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "THURSDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 5:00 ) Pakistan Time( PLT )",
"id" : "PLT"
},
"createdTime" : "2018-12-10T07:18:39.796Z",
"modifiedBy" : "4000000016079",
"id" : "4000000186010",
"type" : "SPECIFIC",
"status" : "ACTIVE"
}
This API deletes a business hours set from your help desk portal
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
This API lists a particular number of business hour sets, based on the limit specified
integer
optionalIndex number, starting from which the business hour sets must be listed
integer
optional,Number of business hour sets to list
String
optionalActivation status of the business hour sets. Values allowed are ACTIVE and INACTIVE
list
optionalThe IDs of the BusinessHours to list separated by commas. You can pass upto 50 IDs.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2018-12-10T07:09:51.265Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : null,
"name" : "BusinssHour Pak Shift",
"businessTimes" : [ {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "MONDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "TUESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "WEDNESDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "THURSDAY"
}, {
"startTime" : "10:00",
"endTime" : "16:00",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 5:00 ) Pakistan Time( PLT )",
"id" : "PLT"
},
"createdTime" : "2018-12-10T07:09:51.265Z",
"modifiedBy" : "4000000016079",
"id" : "4000000185071",
"type" : "SPECIFIC",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2018-12-04T10:44:24.258Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : null,
"name" : "Specific BH",
"businessTimes" : [ {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "MONDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "TUESDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "WEDNESDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "THURSDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )",
"id" : "GMT"
},
"createdTime" : "2018-11-28T11:25:45.082Z",
"modifiedBy" : "4000000016079",
"id" : "4000000101003",
"type" : "SPECIFIC",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2018-12-04T06:48:44.595Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : {
"holidayListStatus" : "INACTIVE",
"holidayListId" : "4000000117001",
"holidayListName" : "Overlapping Holidays"
},
"name" : "24X7 BusinessHour",
"businessTimes" : [ {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "MONDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "TUESDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "WEDNESDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "THURSDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )",
"id" : "GMT"
},
"createdTime" : "2018-11-28T11:25:45.082Z",
"modifiedBy" : "4000000016079",
"id" : "4000000103001",
"type" : "24X7",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2018-12-03T07:16:59.198Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : null,
"name" : "Indian Shift 2",
"businessTimes" : [ {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "MONDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "TUESDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "WEDNESDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "THURSDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )",
"id" : "GMT"
},
"createdTime" : "2018-11-28T12:36:11.781Z",
"modifiedBy" : "4000000016079",
"id" : "4000000104068",
"type" : "SPECIFIC",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2018-12-03T07:16:59.198Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : {
"holidayListStatus" : "INACTIVE",
"holidayListId" : "4000000105030",
"holidayListName" : "General HolidayList"
},
"name" : "UK 24X7 Shift",
"businessTimes" : [ {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "MONDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "TUESDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "WEDNESDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "THURSDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "FRIDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "23:59",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )",
"id" : "GMT"
},
"createdTime" : "2018-11-28T11:25:45.082Z",
"modifiedBy" : "4000000016079",
"id" : "4000000101005",
"type" : "24X7",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2018-12-03T07:16:59.198Z",
"createdBy" : "4000000016079",
"associatedHolidayList" : {
"holidayListStatus" : "INACTIVE",
"holidayListId" : "4000000105030",
"holidayListName" : "General HolidayList"
},
"name" : "UK Shift",
"businessTimes" : [ {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "MONDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "TUESDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "WEDNESDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "THURSDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "FRIDAY"
}, {
"startTime" : "09:00",
"endTime" : "18:00",
"day" : "SATURDAY"
}, {
"startTime" : "00:00",
"endTime" : "00:00",
"day" : "SUNDAY"
} ],
"timeZone" : {
"name" : "( GMT 0:00 ) Greenwich Mean Time( GMT )",
"id" : "GMT"
},
"createdTime" : "2018-11-28T11:25:45.082Z",
"modifiedBy" : "4000000016079",
"id" : "4000000101009",
"type" : "CUSTOM",
"status" : "INACTIVE"
} ]
}
This API lists a particular number of automation rules that include a business hours set,based on the limit specified
integer
optionalIndex number, starting from which the rules must be listed
integer
optional,Number of rules to list
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"ruleType" : "SUPERVISE",
"ruleName" : "TBA1",
"ruleId" : "6000000019012"
}, {
"ruleType" : "SLA",
"ruleName" : "Priority-based SLAs",
"ruleId" : "6000000013508"
}, {
"ruleType" : "SLA",
"ruleName" : "Bronze SLAs",
"ruleId" : "6000000013514"
}, {
"ruleType" : "BLUEPRINT",
"ruleName" : "Default Blueprint",
"ruleId" : "6000000016083"
}, {
"ruleType" : "BLUEPRINT",
"ruleName" : "BH BP",
"ruleId" : "6000000018143"
}, {
"ruleType" : "BLUEPRINT",
"ruleName" : "Third Bp",
"ruleId" : "6000000023018"
} ]
}
Blueprints define the entire business process model that ensures your data is streamlined and adhere to your team's work style
String
Name of the blueprint
String
Description of blueprint
Boolean
Active Status of blueprint
String
Dynamic Trans Owner type
String
Module of the Blueprint
Long
Department of the Blueprint
Long
Layout of Blueprint
String
Type of blueprint
Long
Field mapped for Blueprint
Example
{ "chartData" : { "canvasPosition" : { "top" : -29, "left" : -127 }, "connectionDetails" : [ { "toUuid" : "Closed2", "transName" : "Check3", "isCommTrans" : true, "fromUuid" : "Escalated1", "usedStates" : [ "On Hold", "Open" ], "isAuto" : false }, { "toUuid" : "Closed3", "transName" : "Check3", "isCommTrans" : false, "fromUuid" : "OnHold2", "isAuto" : false }, { "toUuid" : "OnHold3", "transName" : "Check3", "isCommTrans" : false, "fromUuid" : "Open2", "isAuto" : false } ], "stateDetails" : [ { "stateName" : "Closed", "position" : { "top" : 316, "left" : 225 } }, { "stateName" : "Escalated", "position" : { "top" : 316, "left" : 225 } }, { "stateName" : "Open", "position" : { "top" : 316, "left" : 225 } } ] }, "criteria" : { "fieldConditions" : [ { "condition" : "is open", "fieldName" : "Status", "fieldModule" : "tickets", "value" : [ "${OPEN}" ] } ], "pattern" : "(1)" }, "departmentId" : "4000000007235", "module" : "Cases", "name" : "Private Threading Handling", "description" : "Automates Private Threading Handling", "type" : "NON_CONTINUOUS/CONTINUOUS", "transitions" : [ { "isAutoTransition" : false, "before" : { "accessors" : { "owners" : { "agentIds" : [ 4000000009158 ], "otherRecpts" : [ "RECORD_OWNER" ], "teamIds" : [ 4000000009158 ] }, "sharedDeptAccessors" : [ { "accessors" : { "agentIds" : [ 4000000009158 ], "teamIds" : [ 4000000009158 ] }, "deptId" : 4000000009158, "sharingType" : "READ_ONLY" } ] }, "criteriaDetails" : { "criteria" : { "fieldConditions" : [ { "condition" : "is open", "fieldName" : "Status", "value" : [ "${OPEN}" ] } ], "pattern" : "(1)" } } }, "name" : "Feedbacks need to be monitored", "description" : "Lack of instruments to repair", "during" : [ { "message" : "Add comment here" }, { "fieldUpdates" : { "criteria" : { "fieldConditions" : [ { "condition" : "is open", "fieldName" : "Status", "value" : [ "${OPEN}" ] } ], "pattern" : "(1)" }, "fieldId" : 4000000009158, "errorMsg" : "Enter a valid Priority" }, "isMandatory" : true }, { "otherActions" : "REPLY/BUG/COMMENT/RESOLUTION/APPROVAL/ATTACHMENT", "isMandatory" : false }, { "otherActions" : "COMMENT", "isMandatory" : true } ], "after" : { "fieldUpdate" : { "ids" : [ 4000000307007 ] }, "task" : { "ids" : [ 4000000307007 ] }, "customFunction" : { "ids" : [ 4000000307007 ] }, "alert" : { "ids" : [ 4000000307007 ] } }, "autoTransitionActions" : { "feedback" : "SURVEY_ALL/SURVEY_GOOD/SURVEY_AVG/SURVEY_BAD", "reply" : "REPLY_ALL/REPLY_PRIVATE/REPLY_PUBLIC" }, "isCommonTransition" : false }, { "isAutoTransition" : false, "before" : { "accessors" : { "owners" : { "agentIds" : [ 4000000009158 ], "otherRecpts" : [ "RECORD_OWNER" ], "teamIds" : [ 4000000009158 ] }, "sharedDeptAccessors" : [ { "accessors" : { "agentIds" : [ 4000000009158 ], "teamIds" : [ 4000000009158 ] }, "deptId" : 4000000009158, "sharingType" : "READ_ONLY" } ] }, "criteriaDetails" : { "criteria" : { "fieldConditions" : [ { "condition" : "is open", "fieldName" : "Status", "value" : [ "${OPEN}" ] } ], "pattern" : "(1)" } } }, "name" : "Common Handling", "description" : "Its common transition", "commonStates" : [ "Open" ], "during" : [ { "message" : "Add comment here" }, { "fieldUpdates" : { "criteria" : { "fieldConditions" : [ { "condition" : "is open", "fieldName" : "Status", "value" : [ "${OPEN}" ] } ], "pattern" : "(1)" }, "fieldId" : 4000000009158, "errorMsg" : "Enter a valid Priority" }, "isMandatory" : true }, { "otherActions" : "BUG", "isMandatory" : false }, { "otherActions" : "COMMENT", "isMandatory" : true } ], "after" : { "fieldUpdate" : { "ids" : [ 4000000307007 ] }, "task" : { "ids" : [ 4000000307007 ] }, "customFunction" : { "ids" : [ 4000000307007 ] }, "alert" : { "ids" : [ 4000000307007 ] } }, "autoTransitionActions" : { "feedback" : "SURVEY_ALL", "reply" : "REPLY_ALL" }, "isCommonTransition" : true } ], "layoutId" : 4000000007723, "connections" : [ { "fromState" : "Escalated", "toState" : "Closed", "transition" : [ "Common Handling" ] }, { "fromState" : "Escalated", "toState" : "Closed", "transition" : [ "Common Handling" ] } ], "fieldId" : 4000000000377, "states" : [ { "timeInMins" : 90, "escalations" : [ { "escalationRecipients" : { "agentIds" : [ 4000000009158 ], "otherRecpts" : [ "RECORD_OWNER" ] }, "templateId" : 4000000007355, "escalationLevel" : 1, "whenToEscalate" : 15 } ], "transitionsOrder" : [ "Common Handling", "Feedbacks need to be monitored" ], "businessHrId" : 4000000007355, "name" : "Open", "type" : "START/INTERMEDIATE/END" }, { "timeInMins" : 30, "name" : "Escalated", "type" : "INTERMEDIATE" }, { "timeInMins" : 30, "name" : "Closed", "type" : "END" } ] }
To get a specific blueprint details
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"fieldModule" : "tickets",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"departmentId" : "4000000007235",
"module" : "Cases",
"isDraft" : false,
"description" : "Automates Private Threading Handling",
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"isAutoTransition" : false,
"before" : {
"accessors" : {
"actionId" : 4000000007723,
"owners" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ],
"teamIds" : [ 4000000009158 ]
},
"sharedDeptAccessors" : [ {
"accessors" : {
"agentIds" : [ 4000000009158 ],
"teamIds" : [ 4000000009158 ]
},
"deptId" : 4000000009158,
"sharingType" : "READ_ONLY"
} ]
},
"criteriaDetails" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"actionId" : 4000000007723
}
},
"name" : "Feedbacks need to be monitored",
"description" : "Lack of instruments to repair",
"id" : 4000000007723,
"during" : [ {
"actionId" : 4000000007723,
"message" : "Add comment here"
}, {
"fieldUpdates" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"fieldId" : 4000000009158,
"errorMsg" : "Enter a valid Priority"
},
"actionId" : 4000000007723,
"isMandatory" : true
}, {
"otherActions" : "BUG",
"actionId" : 4000000007723,
"isMandatory" : false
}, {
"otherActions" : "COMMENT",
"actionId" : 4000000007723,
"isMandatory" : true
} ],
"after" : {
"fieldUpdate" : {
"ids" : [ {
"name" : "Update Sensitive fields",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"task" : {
"ids" : [ {
"name" : "Create followup task",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"customFunction" : {
"ids" : [ {
"name" : "Update Associated time entries",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"alert" : {
"ids" : [ {
"name" : "Trigger Closed Alert",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
}
},
"autoTransitionActions" : {
"feedback" : "SURVEY_ALL",
"reply" : "REPLY_ALL"
},
"isCommonTransition" : false
}, {
"isAutoTransition" : false,
"before" : {
"accessors" : {
"actionId" : 4000000007723,
"owners" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ],
"teamIds" : [ 4000000009158 ]
},
"sharedDeptAccessors" : [ {
"accessors" : {
"agentIds" : [ 4000000009158 ],
"teamIds" : [ 4000000009158 ]
},
"deptId" : 4000000009158,
"sharingType" : "READ_ONLY"
} ]
},
"criteriaDetails" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"actionId" : 4000000007723
}
},
"name" : "Common Handling",
"description" : "Its common transition",
"commonStates" : [ "Open" ],
"id" : 4000000007723,
"during" : [ {
"actionId" : 4000000007723,
"message" : "Add comment here"
}, {
"fieldUpdates" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"fieldId" : 4000000009158,
"errorMsg" : "Enter a valid Priority"
},
"actionId" : 4000000007723,
"isMandatory" : true
}, {
"otherActions" : "BUG",
"actionId" : 4000000007723,
"isMandatory" : false
}, {
"otherActions" : "COMMENT",
"actionId" : 4000000007723,
"isMandatory" : true
} ],
"after" : {
"fieldUpdate" : {
"ids" : [ {
"name" : "Update Sensitive fields",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"task" : {
"ids" : [ {
"name" : "Create followup task",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"customFunction" : {
"ids" : [ {
"name" : "Update Associated time entries",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"alert" : {
"ids" : [ {
"name" : "Trigger Closed Alert",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
}
},
"autoTransitionActions" : {
"feedback" : "SURVEY_ALL",
"reply" : "REPLY_ALL"
},
"isCommonTransition" : true
} ],
"layoutId" : 4000000007723,
"states" : [ {
"timeInMins" : 90,
"escalations" : [ {
"escalationRecipients" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ]
},
"templateId" : 4000000007355,
"escalationLevel" : 1,
"whenToEscalate" : 15
} ],
"transitionsOrder" : [ "Common Handling", "Feedbacks need to be monitored" ],
"businessHrId" : 4000000007355,
"name" : "Open",
"id" : 4000000007723,
"type" : "START"
}, {
"timeInMins" : 30,
"name" : "Escalated",
"id" : 4000000007723,
"type" : "INTERMEDIATE"
}, {
"timeInMins" : 30,
"name" : "Closed",
"id" : 4000000007723,
"type" : "END"
} ],
"chartData" : {
"canvasPosition" : {
"top" : -29,
"left" : -127
},
"connectionDetails" : [ {
"toUuid" : "Closed2",
"transName" : "Check3",
"isCommTrans" : true,
"fromUuid" : "Escalated1",
"usedStates" : [ "On Hold", "Open" ],
"isAuto" : false
}, {
"toUuid" : "Closed3",
"transName" : "Check3",
"isCommTrans" : false,
"fromUuid" : "OnHold2",
"isAuto" : false
}, {
"toUuid" : "OnHold3",
"transName" : "Check3",
"isCommTrans" : false,
"fromUuid" : "Open2",
"isAuto" : false
} ],
"stateDetails" : [ {
"lastModifiedStateName" : "Closed",
"stateName" : "Closed",
"displayName" : "Closed",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
}, {
"lastModifiedStateName" : "Escalated",
"stateName" : "Escalated",
"displayName" : "Escalated",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
}, {
"lastModifiedStateName" : "Open",
"stateName" : "Open",
"displayName" : "Open",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
} ]
},
"name" : "Private Threading Handling",
"id" : "4000000007723",
"connections" : [ {
"fromState" : {
"name" : "Open",
"id" : 4000000324027
},
"toState" : {
"name" : "Escalated",
"id" : 4000000324027
},
"transition" : [ {
"name" : "Feedbacks need to be monitored",
"id" : 4000000324027
} ]
}, {
"fromState" : {
"name" : "Escalated",
"id" : 4000000324027
},
"toState" : {
"name" : "Closed",
"id" : 4000000324027
},
"transition" : [ {
"name" : "Feedbacks need to be monitored",
"id" : 4000000324027
} ]
} ],
"fieldId" : 4000000000377
}
To get all blueprints in a specific department
long
optionalDepartment for which the blueprints are listed
String
requiredmodule of the blueprints to be listed
String
optionalTo get blueprints by status, allowed values are ACTIVE ,INACTIVE and DRAFT
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2018-05-04 08:07:57.0",
"orderNumber" : "3",
"createdUserZUID" : "5263696",
"departmentId" : "1000000010712",
"module" : "tickets",
"isDraft" : false,
"description" : "",
"modifiedUserZUID" : "5263696",
"active" : true,
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"name" : "Issue fixed",
"id" : "1000000309105"
} ],
"layoutId" : "1000000011200",
"states" : [ {
"name" : "Open",
"id" : 1000000309101
}, {
"name" : "Closed",
"id" : 1000000309119
} ],
"i18nFieldLabel" : "Status",
"fieldLabel" : "Status",
"name" : "Automate QA process",
"createdTime" : "2018-05-02 13:39:30.0",
"id" : "1000000309097",
"connections" : [ {
"fromState" : {
"name" : "Open",
"id" : "1000000309101"
},
"toState" : {
"name" : "Closed",
"id" : "1000000309119"
},
"transitions" : [ {
"name" : "Issue fixed",
"id" : "1000000309105"
} ]
} ],
"fieldId" : "1000000000506"
}, {
"modifiedTime" : "2018-04-24 05:53:28.0",
"orderNumber" : "4",
"createdUserZUID" : "5263696",
"departmentId" : "1000000010712",
"module" : "tickets",
"isDraft" : true,
"description" : "",
"modifiedUserZUID" : "5263696",
"active" : true,
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"name" : "before",
"id" : "1000000232199"
}, {
"name" : "after",
"id" : "1000000232197"
}, {
"name" : "during",
"id" : "1000000232201"
} ],
"layoutId" : "1000000011200",
"states" : [ {
"name" : "Closed",
"id" : 1000000232189
}, {
"name" : "On Hold",
"id" : 1000000232191
}, {
"name" : "Open",
"id" : 1000000232193
}, {
"name" : "Escalated",
"id" : 1000000232195
} ],
"i18nFieldLabel" : "Status",
"fieldLabel" : "Status",
"name" : "AUtomate HR process",
"createdTime" : "2018-04-10 15:43:54.0",
"id" : "1000000232187",
"connections" : [ {
"fromState" : {
"name" : "On Hold",
"id" : "1000000232191"
},
"toState" : {
"name" : "Escalated",
"id" : "1000000232195"
},
"transitions" : [ {
"name" : "before",
"id" : "1000000232199"
} ]
}, {
"fromState" : {
"name" : "Open",
"id" : "1000000232193"
},
"toState" : {
"name" : "On Hold",
"id" : "1000000232191"
},
"transitions" : [ {
"name" : "after",
"id" : "1000000232197"
} ]
}, {
"fromState" : {
"name" : "Escalated",
"id" : "1000000232195"
},
"toState" : {
"name" : "Closed",
"id" : "1000000232189"
},
"transitions" : [ {
"name" : "during",
"id" : "1000000232201"
} ]
} ],
"fieldId" : "1000000000506"
}, {
"modifiedTime" : "2018-04-03 13:34:08.0",
"orderNumber" : "5",
"createdUserZUID" : "5263696",
"departmentId" : "1000000010712",
"module" : "tickets",
"isDraft" : false,
"description" : "",
"modifiedUserZUID" : "5263696",
"active" : true,
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"name" : "to onhold",
"id" : "1000000173011"
}, {
"name" : "To close",
"id" : "1000000173009"
} ],
"layoutId" : "1000000011200",
"states" : [ {
"name" : "Closed",
"id" : 1000000173003
}, {
"name" : "Open",
"id" : 1000000173005
}, {
"name" : "On Hold",
"id" : 1000000173007
} ],
"i18nFieldLabel" : "Status",
"fieldLabel" : "Status",
"name" : "Shipping process",
"createdTime" : "2018-03-28 12:29:11.0",
"id" : "1000000173001",
"connections" : [ {
"fromState" : {
"name" : "Open",
"id" : "1000000173005"
},
"toState" : {
"name" : "On Hold",
"id" : "1000000173007"
},
"transitions" : [ {
"name" : "to onhold",
"id" : "1000000173011"
} ]
}, {
"fromState" : {
"name" : "On Hold",
"id" : "1000000173007"
},
"toState" : {
"name" : "Closed",
"id" : "1000000173003"
},
"transitions" : [ {
"name" : "To close",
"id" : "1000000173009"
} ]
} ],
"fieldId" : "1000000000506"
}, {
"modifiedTime" : "2018-05-03 13:18:24.0",
"orderNumber" : "5",
"createdUserZUID" : "5263696",
"departmentId" : "1000000010712",
"module" : "tickets",
"isDraft" : false,
"description" : "",
"modifiedUserZUID" : "5263696",
"active" : true,
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"name" : "t1",
"id" : "1000000313281"
} ],
"layoutId" : "1000000011200",
"states" : [ {
"name" : "Approval 2",
"id" : 1000000313277
}, {
"name" : "Approval 2 approved",
"id" : 1000000313279
} ],
"i18nFieldLabel" : "Status",
"fieldLabel" : "Status",
"name" : "Ticket Support process",
"createdTime" : "2018-05-03 13:18:24.0",
"id" : "1000000313275",
"connections" : [ {
"fromState" : {
"name" : "Approval 2 approved",
"id" : "1000000313279"
},
"toState" : {
"name" : "Approval 2",
"id" : "1000000313277"
},
"transitions" : [ {
"name" : "t1",
"id" : "1000000313281"
} ]
} ],
"fieldId" : "1000000000506"
} ]
}
To create a blueprint
String
requiredName of the blueprint
String
optionalDescription of blueprint
Boolean
optionalActive Status of blueprint
String
optionalDynamic Trans Owner type
String
requiredModule of the Blueprint
Long
requiredDepartment of the Blueprint
Long
requiredLayout of Blueprint
String
requiredType of blueprint
Long
requiredField mapped for Blueprint
list
optionalThe criteria details for the blueprint
list
requiredState Details
list
requiredTransition Details
list
requiredTransition Connections
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"fieldModule" : "tickets",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"departmentId" : "4000000007235",
"module" : "Cases",
"description" : "Automates Private Threading Handling",
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"isAutoTransition" : false,
"before" : {
"accessors" : {
"actionId" : 4000000007723,
"owners" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ],
"teamIds" : [ 4000000009158 ]
},
"sharedDeptAccessors" : [ {
"accessors" : {
"agentIds" : [ 4000000009158 ],
"teamIds" : [ 4000000009158 ]
},
"deptId" : 4000000009158,
"sharingType" : "READ_ONLY"
} ]
},
"criteriaDetails" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"fieldModule" : "tickets",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"actionId" : 4000000007723
}
},
"name" : "Feedbacks need to be monitored",
"description" : "Lack of instruments to repair",
"id" : 4000000007723,
"during" : [ {
"actionId" : 4000000007723,
"message" : "Add comment here"
}, {
"fieldUpdates" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"fieldId" : 4000000009158,
"errorMsg" : "Enter a valid Priority"
},
"actionId" : 4000000007723,
"isMandatory" : true
}, {
"otherActions" : "BUG",
"actionId" : 4000000007723,
"isMandatory" : false
}, {
"otherActions" : "COMMENT",
"actionId" : 4000000007723,
"isMandatory" : true
} ],
"after" : {
"fieldUpdate" : {
"ids" : [ {
"name" : "Update Sensitive fields",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"task" : {
"ids" : [ {
"name" : "Create followup task",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"customFunction" : {
"ids" : [ {
"name" : "Update Associated time entries",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"alert" : {
"ids" : [ {
"name" : "Trigger Closed Alert",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
}
},
"autoTransitionActions" : {
"feedback" : "SURVEY_ALL",
"reply" : "REPLY_ALL"
},
"isCommonTransition" : false
}, {
"isAutoTransition" : false,
"before" : {
"accessors" : {
"actionId" : 4000000007723,
"owners" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ],
"teamIds" : [ 4000000009158 ]
},
"sharedDeptAccessors" : [ {
"accessors" : {
"agentIds" : [ 4000000009158 ],
"teamIds" : [ 4000000009158 ]
},
"deptId" : 4000000009158,
"sharingType" : "READ_ONLY"
} ]
},
"criteriaDetails" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"fieldModule" : "tickets",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"actionId" : 4000000007723
}
},
"name" : "Common Handling",
"description" : "Its common transition",
"commonStates" : [ "Open" ],
"id" : 4000000007723,
"during" : [ {
"actionId" : 4000000007723,
"message" : "Add comment here"
}, {
"fieldUpdates" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"fieldModule" : "tickets",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"fieldId" : 4000000009158,
"errorMsg" : "Enter a valid Priority"
},
"actionId" : 4000000007723,
"isMandatory" : true
}, {
"otherActions" : "BUG",
"actionId" : 4000000007723,
"isMandatory" : false
}, {
"otherActions" : "COMMENT",
"actionId" : 4000000007723,
"isMandatory" : true
} ],
"after" : {
"fieldUpdate" : {
"ids" : [ {
"name" : "Update Sensitive fields",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"task" : {
"ids" : [ {
"name" : "Create followup task",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"customFunction" : {
"ids" : [ {
"name" : "Update Associated time entries",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"alert" : {
"ids" : [ {
"name" : "Trigger Closed Alert",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
}
},
"autoTransitionActions" : {
"feedback" : "SURVEY_ALL",
"reply" : "REPLY_ALL"
},
"isCommonTransition" : true
} ],
"layoutId" : 4000000007723,
"states" : [ {
"timeInMins" : 90,
"escalations" : [ {
"escalationRecipients" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ]
},
"templateId" : 4000000007355,
"escalationLevel" : 1,
"whenToEscalate" : 15
} ],
"transitionsOrder" : [ "Common Handling", "Feedbacks need to be monitored" ],
"businessHrId" : 4000000007355,
"name" : "Open",
"id" : 4000000007723,
"type" : "START"
}, {
"timeInMins" : 30,
"name" : "Escalated",
"id" : 4000000007723,
"type" : "INTERMEDIATE"
}, {
"timeInMins" : 30,
"name" : "Closed",
"id" : 4000000007723,
"type" : "END"
} ],
"chartData" : {
"canvasPosition" : {
"top" : -29,
"left" : -127
},
"connectionDetails" : [ {
"toUuid" : "Closed2",
"transName" : "Check3",
"isCommTrans" : true,
"fromUuid" : "Escalated1",
"usedStates" : [ "On Hold", "Open" ],
"isAuto" : false
}, {
"toUuid" : "Closed3",
"transName" : "Check3",
"isCommTrans" : false,
"fromUuid" : "OnHold2",
"isAuto" : false
}, {
"toUuid" : "OnHold3",
"transName" : "Check3",
"isCommTrans" : false,
"fromUuid" : "Open2",
"isAuto" : false
} ],
"stateDetails" : [ {
"lastModifiedStateName" : "Closed",
"stateName" : "Closed",
"displayName" : "Closed",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
}, {
"lastModifiedStateName" : "Escalated",
"stateName" : "Escalated",
"displayName" : "Escalated",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
}, {
"lastModifiedStateName" : "Open",
"stateName" : "Open",
"displayName" : "Open",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
} ]
},
"name" : "Private Threading Handling",
"id" : "4000000007723",
"connections" : [ {
"fromState" : {
"name" : "Open",
"id" : 4000000324027
},
"toState" : {
"name" : "Escalated",
"id" : 4000000324027
},
"transition" : [ {
"name" : "Feedbacks need to be monitored",
"id" : 4000000324027
} ]
}, {
"fromState" : {
"name" : "Escalated",
"id" : 4000000324027
},
"toState" : {
"name" : "Closed",
"id" : 4000000324027
},
"transition" : [ {
"name" : "Feedbacks need to be monitored",
"id" : 4000000324027
} ]
} ],
"fieldId" : 4000000000377
}
To update an existing blueprint
String
optionalName of the blueprint
String
optionalDescription of blueprint
Boolean
optionalActive Status of blueprint
String
optionalDynamic Trans Owner type
String
optionalModule of the Blueprint
Long
optionalDepartment of the Blueprint
Long
optionalLayout of Blueprint
String
optionalType of blueprint
Long
optionalField mapped for Blueprint
list
optionalThe criteria details for the blueprint
list
optionalState Details
list
optionalTransition Details
list
optionalTransition Connections
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"departmentId" : "4000000007235",
"module" : "Cases",
"description" : "Automates Private Threading Handling",
"type" : "NON_CONTINUOUS",
"transitions" : [ {
"isAutoTransition" : false,
"before" : {
"accessors" : {
"actionId" : 4000000007723,
"owners" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ],
"teamIds" : [ 4000000009158 ]
},
"sharedDeptAccessors" : [ {
"accessors" : {
"agentIds" : [ 4000000009158 ],
"teamIds" : [ 4000000009158 ]
},
"deptId" : 4000000009158,
"sharingType" : "READ_ONLY"
} ]
},
"criteriaDetails" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"actionId" : 4000000007723
}
},
"name" : "Feedbacks need to be monitored",
"description" : "Lack of instruments to repair",
"id" : 4000000007723,
"during" : [ {
"actionId" : 4000000007723,
"message" : "Add comment here"
}, {
"fieldUpdates" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"fieldId" : 4000000009158,
"errorMsg" : "Enter a valid Priority"
},
"actionId" : 4000000007723,
"isMandatory" : true
}, {
"otherActions" : "BUG",
"actionId" : 4000000007723,
"isMandatory" : false
}, {
"otherActions" : "COMMENT",
"actionId" : 4000000007723,
"isMandatory" : true
} ],
"after" : {
"fieldUpdate" : {
"ids" : [ {
"name" : "Update Sensitive fields",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"task" : {
"ids" : [ {
"name" : "Create followup task",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"customFunction" : {
"ids" : [ {
"name" : "Update Associated time entries",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"alert" : {
"ids" : [ {
"name" : "Trigger Closed Alert",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
}
},
"autoTransitionActions" : {
"feedback" : "SURVEY_ALL",
"reply" : "REPLY_ALL"
},
"isCommonTransition" : false
}, {
"isAutoTransition" : false,
"before" : {
"accessors" : {
"actionId" : 4000000007723,
"owners" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ],
"teamIds" : [ 4000000009158 ]
},
"sharedDeptAccessors" : [ {
"accessors" : {
"agentIds" : [ 4000000009158 ],
"teamIds" : [ 4000000009158 ]
},
"deptId" : 4000000009158,
"sharingType" : "READ_ONLY"
} ]
},
"criteriaDetails" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"actionId" : 4000000007723
}
},
"name" : "Common Handling",
"description" : "Its common transition",
"commonStates" : [ "Open" ],
"id" : 4000000007723,
"during" : [ {
"actionId" : 4000000007723,
"message" : "Add comment here"
}, {
"fieldUpdates" : {
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"fieldId" : 4000000009158,
"errorMsg" : "Enter a valid Priority"
},
"actionId" : 4000000007723,
"isMandatory" : true
}, {
"otherActions" : "BUG",
"actionId" : 4000000007723,
"isMandatory" : false
}, {
"otherActions" : "COMMENT",
"actionId" : 4000000007723,
"isMandatory" : true
} ],
"after" : {
"fieldUpdate" : {
"ids" : [ {
"name" : "Update Sensitive fields",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"task" : {
"ids" : [ {
"name" : "Create followup task",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"customFunction" : {
"ids" : [ {
"name" : "Update Associated time entries",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
},
"alert" : {
"ids" : [ {
"name" : "Trigger Closed Alert",
"id" : 4000000007723
} ],
"actionId" : 4000000007723
}
},
"autoTransitionActions" : {
"feedback" : "SURVEY_ALL",
"reply" : "REPLY_ALL"
},
"isCommonTransition" : true
} ],
"layoutId" : 4000000007723,
"states" : [ {
"timeInMins" : 90,
"escalations" : [ {
"escalationRecipients" : {
"agentIds" : [ 4000000009158 ],
"otherRecpts" : [ "RECORD_OWNER" ]
},
"templateId" : 4000000007355,
"escalationLevel" : 1,
"whenToEscalate" : 15
} ],
"transitionsOrder" : [ "Common Handling", "Feedbacks need to be monitored" ],
"businessHrId" : 4000000007355,
"name" : "Open",
"id" : 4000000007723,
"type" : "START"
}, {
"timeInMins" : 30,
"name" : "Escalated",
"id" : 4000000007723,
"type" : "INTERMEDIATE"
}, {
"timeInMins" : 30,
"name" : "Closed",
"id" : 4000000007723,
"type" : "END"
} ],
"chartData" : {
"canvasPosition" : {
"top" : -29,
"left" : -127
},
"connectionDetails" : [ {
"toUuid" : "Closed2",
"transName" : "Check3",
"isCommTrans" : true,
"fromUuid" : "Escalated1",
"usedStates" : [ "On Hold", "Open" ],
"isAuto" : false
}, {
"toUuid" : "Closed3",
"transName" : "Check3",
"isCommTrans" : false,
"fromUuid" : "OnHold2",
"isAuto" : false
}, {
"toUuid" : "OnHold3",
"transName" : "Check3",
"isCommTrans" : false,
"fromUuid" : "Open2",
"isAuto" : false
} ],
"stateDetails" : [ {
"lastModifiedStateName" : "Closed",
"stateName" : "Closed",
"displayName" : "Closed",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
}, {
"lastModifiedStateName" : "Escalated",
"stateName" : "Escalated",
"displayName" : "Escalated",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
}, {
"lastModifiedStateName" : "Open",
"stateName" : "Open",
"displayName" : "Open",
"stateId" : "4000000007723",
"position" : {
"top" : 316,
"left" : 225
}
} ]
},
"name" : "Private Threading Handling",
"id" : "4000000007723",
"connections" : [ {
"fromState" : {
"name" : "Open",
"id" : 4000000324027
},
"toState" : {
"name" : "Escalated",
"id" : 4000000324027
},
"transition" : [ {
"name" : "Feedbacks need to be monitored",
"id" : 4000000324027
} ]
}, {
"fromState" : {
"name" : "Escalated",
"id" : 4000000324027
},
"toState" : {
"name" : "Closed",
"id" : 4000000324027
},
"transition" : [ {
"name" : "Feedbacks need to be monitored",
"id" : 4000000324027
} ]
} ],
"fieldId" : 4000000000377
}
To delete a specific blueprint
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
To reorder blueprints in a specific department
long
requiredDepartment for which blueprints have to be reordered
String
requiredmodule for which blueprints have to be reordered
list
requiredBlueprint Ids
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
To get the applied blueprint details of a ticket
string
optional,Meta information related to the transition owners. Values allowed are: transitionOwnerAgents, transitionOwnerTeams, transitionOwnerDept to include agents,teams,department under owners. You can pass multiple values by separating them with commas in the API request.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"name" : "Automate QA Process",
"id" : 1000000087001,
"state" : {
"dueDate" : "2018-02-27T20:49:00.000Z",
"id" : "1000000087003",
"type" : "START"
},
"transitions" : [ {
"fromState" : "Open",
"toState" : "Escalated",
"criteria" : {
"fieldConditions" : [ {
"condition" : "is open",
"fieldName" : "Status",
"value" : [ "${OPEN}" ]
} ],
"pattern" : "(1)"
},
"name" : "Escalate to developers",
"owners" : [ {
"agentIds" : [ "1000000012635" ],
"teams" : [ {
"name" : "Sales Representatives",
"id" : "1000000012435"
} ],
"departmentId" : "1000000010712",
"department" : {
"name" : "Zylker",
"id" : "1000000010712"
},
"teamIds" : [ "1000000012435" ],
"agents" : [ {
"photoURL" : "https://desk.zoho.com/api/v1/agent/1000000012635/photo",
"firstName" : "Lucas",
"lastName" : "Carol",
"id" : "1000000012635",
"email" : "carol@zylker.com"
} ]
} ],
"id" : "1000000087011",
"canUserPerformTransition" : true,
"isCriteriaSatisfied" : true,
"draftDetails" : {
"totalNoOfDraftActions" : "12",
"totalNoOfActions" : "24",
"draftBy" : {
"name" : "Sandeep Ghemire",
"id" : "8000000000053"
},
"draftAt" : "2020-11-13 16:05:31.0"
}
} ]
}
To get During transition form details for the given transition
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"formActions" : [ {
"actionType" : "FIELD_UPDATE",
"draftContent" : {
"FIELD_UPDATE" : {
"status" : "Open_july"
}
},
"fieldDetails" : {
"displayLabel" : "Status",
"allowedValues" : [ "Open", "Open_july", "On Hold", "Escalated", "Closed1", "Closed", "newDeptClosed" ],
"isCustomField" : false,
"defaultValue" : "Open",
"isSystemMandatory" : true,
"type" : "Picklist",
"restoreOnReplyValues" : [ "Open_july", "newDeptClosed", "Escalated", "On Hold", "Closed", "Closed1", "Open" ],
"name" : "status",
"sortBy" : "userDefined",
"id" : "4000000000367",
"isRemovable" : false,
"maxLength" : 120,
"isMandatory" : true
},
"isMandatory" : true
}, {
"actionType" : "MESSAGE",
"content" : "Post your reply here"
}, {
"actionType" : "REPLY",
"draftContent" : {
"REPLY" : {
"cc" : "blueprintbranchdept@zylker.com,BlueprintBranchDept<blueprintbranchdept@zylker.com>",
"inReplyToThreadId" : "38512000003329195",
"bcc" : "",
"attachments" : [ {
"size" : "1822318",
"name" : "Screenshot 2020-12-09 at 5.44.34 PM.png",
"fileId" : "aaa0b3eec64915077fe3f38a1de2ad14f290eefb25930d93"
} ],
"channel" : "EMAIL",
"to" : "carol@zylker.com",
"isPrivate" : false,
"fromEmailAddress" : "BlueprintBranchDept<blueprintbranchdept@zylker.com>",
"contentType" : "",
"content" : "<div style='font-size:13.0px;font-family: Arial , Helvetica , Verdana , sans-serif;'><div>Hellei</div><div>---- On Tue, 8 Dec 2020 10:49:54 +0530<b> BlueprintBranchDept<blueprintbranchdept@zylker.com> </b> wrote ---- <br></div><div title=\"beforequote:::\"><br></div><div><blockquote style=\"border-left: 1px dotted #e5e5e5;margin-left:5px;padding-left: 5px;\"><div style=\"padding-top: 10px;\"><div><div style=\"font-size : 13px; font-family : Arial, Helvetica, Verdana, sans-serif; \"><div>Hello buddy <br></div><div title=\"beforequote:::\"><br></div><div><br></div></div></div><blockquote style=\"border-left : 1px dotted rgb(229, 229, 229); margin-left : 5px; padding-left : 5px; \"><div style=\"padding-top : 10px; \"><br></div></blockquote></div></blockquote></div><div><br></div></div>"
}
},
"isMandatory" : true
}, {
"actionType" : "COMMENT",
"draftContent" : {
"COMMENT" : {
"isPublicComment" : false,
"content" : "Comment is to test transition Draft",
"uploads" : [ 1000000096035 ]
}
},
"isMandatory" : false
}, {
"actionType" : "RESOLUTION",
"draftContent" : {
"RESOLUTION" : {
"toNotifyContactForResolution" : true,
"content" : "This ticket has to be solved"
}
},
"isMandatory" : true
}, {
"actionType" : "APPROVAL",
"draftContent" : {
"APPROVAL" : {
"subject" : "Hello Approvers",
"description" : "Hello Approvers ,do approve it",
"approvers" : [ {
"approverId" : 8000000000053,
"approverName" : "Sandeep Ghemire"
}, {
"approverId" : 8000000057263,
"approverName" : "Subodh Ghemire"
} ]
}
},
"isMandatory" : true
}, {
"actionType" : "BUG",
"isMandatory" : false
}, {
"actionType" : "ATTACHMENTS",
"draftContent" : {
"ATTACHMENT" : {
"uploads" : [ {
"isPublic" : false,
"id" : "38512000003341108"
} ]
}
},
"isMandatory" : true
} ],
"transitionId" : "4000000152217",
"continuousTransitions" : [ {
"transitionId" : "4000000152219",
"transtionName" : "Close"
}, {
"transitionId" : "4000000152221",
"transtionName" : "Solve"
} ],
"isContinuousTransition" : true,
"draftDetails" : {
"draftBy" : {
"name" : "Sandeep Ghemire",
"id" : "8000000000053"
},
"draftAt" : "2020-11-13 16:05:31.0"
}
}
To revoke blueprint from an entity
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"message" : "Blueprint has been revoked from this ticket"
}
To revoke all entities from a particular blueprint
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"message" : "Blueprint revoke scheduled"
}
To validate field updates for the given transition
object
optionalnull
string
optional,null
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"invalidFieldUpdates" : [ {
"fieldName" : "priority",
"fieldId" : 4000000159817,
"errorMsg" : "Priority can't be high"
}, {
"fieldName" : "customEmail",
"fieldId" : 4000000159819,
"errorMsg" : "Email is invalid"
} ]
}
To perform transition for an entity
JSONObject
optionalApproval details
JSONObject
optionalResolution details
JSONObject
optionalAttachment Details
JSONObject
optionalReply Content details
JSONObject
optionalComment Details
JSONObject
optionalSharing Details
JSONObject
optionalFields To Update
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"message" : "Transition has been completed"
}
To delete the during actions transition draft
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
To save the during actions transition draft
JSONObject
optionalDrafted Approval details
JSONObject
optionalDrafted Resolution details
JSONObject
optionalDrafted Attachment Details
JSONObject
optionalDrafted Reply Content details
JSONObject
optionalDrafted Comment Details
JSONObject
optionalSharing Details
JSONObject
optionalDrafted Fields To Update
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"draftBy" : {
"name" : "Sandeep Ghemire",
"id" : "8000000000053"
},
"draftAt" : "2020-11-13 16:18:40.0"
}
View a specific attachment added to a transition draft.
boolean
optionalWhether the display is to be inline
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
200
Delete a specific attachment added to a transition draft.
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
200
In following APIs duration param is mapped as follows: LAST_30_DAYS, LAST_7_DAYS,THIS_WEEK,LAST_WEEK,THIS_MONTH,LAST_MONTH,CUSTOM_IN_DATE [mention start and end date in dd-mm-yyyy format],CUSTOM_IN_MILLIS [mention start and end date in milliseconds].
This API fetches the number of tickets created in a particular duration.
string
required,Key that groups the ticket count according to a particular attribute.This value can be date channel agent | hour
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalTicketCount" : "1",
"avg" : "0.1",
"ticketCount" : [ {
"count" : "0",
"value" : "2018-04-01",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-02",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-03",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-04",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-05",
"referenceValue" : null
}, {
"count" : "1",
"value" : "2018-04-06",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-07",
"referenceValue" : null
} ],
"groupedBy" : "date"
}
This API fetches the number of tickets that are in the on hold status.
string
required,Key that groups the ticket count according to a particular attribute.This value can be date channel agent | hour
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalTicketCount" : "1",
"avg" : "0.1",
"ticketCount" : [ {
"count" : "0",
"value" : "2018-04-01",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-02",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-03",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-04",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-05",
"referenceValue" : null
}, {
"count" : "1",
"value" : "2018-04-06",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-07",
"referenceValue" : null
} ],
"groupedBy" : "date"
}
This API fetches the number of tickets that are resolved.
string
required,Key that groups the ticket count according to a particular attribute.This value can be date channel agent | hour
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalTicketCount" : "1",
"ticketCount" : [ {
"count" : "0",
"value" : "Feedback Widget",
"referenceValue" : null
}, {
"count" : "0",
"value" : "Email",
"referenceValue" : null
}, {
"count" : "0",
"value" : "Web",
"referenceValue" : null
}, {
"count" : "1",
"value" : "Phone",
"referenceValue" : null
}, {
"count" : "0",
"value" : "Forums",
"referenceValue" : null
}, {
"count" : "0",
"value" : "Chat",
"referenceValue" : null
}, {
"count" : "0",
"value" : "Twitter",
"referenceValue" : null
}, {
"count" : "0",
"value" : "Facebook",
"referenceValue" : null
} ],
"avg" : "0.12",
"groupedBy" : "channel"
}
This API fetches the number of tickets that have remained unresolved over a particular period.
string
required,Key that groups the ticket count according to a particular attribute.This value can be date channel agent
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalTicketCount" : "102",
"ticketCount" : [ {
"count" : "54",
"value" : "Unassigned",
"referenceValue" : null
}, {
"count" : "48",
"value" : "Priyanka",
"referenceValue" : "4000000012629"
} ],
"avg" : "51.0"
}
This API lists the durations taken to resolve tickets.
string
required,Key that groups stats according to a specific attribute: date, channel, agent, or hour
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalAvgAgentTime" : "41:50 hrs",
"timeData" : [ {
"avgSystemTime" : "41:50 hrs",
"ticketCount" : "1",
"avgAgentTime" : "41:50 hrs",
"value" : "Priyanka",
"referenceValue" : "4000000012629"
} ],
"totalTicketCount" : "1",
"totalAvgSystemTime" : "41:50 hrs",
"groupedBy" : "agent"
}
This API lists the durations taken to respond to tickets.
string
required,Key that groups stats according to a specific attribute: date, channel, agent, or hour
boolean
requiredKey that specifies if the response is the first response to the customer question
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalAvgAgentTime" : "41:50 hrs",
"timeData" : [ {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Feedback Widget",
"referenceValue" : null
}, {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Email",
"referenceValue" : null
}, {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Web",
"referenceValue" : null
}, {
"avgSystemTime" : "41:50 hrs",
"avgAgentTime" : "41:50 hrs",
"responseCount" : "1",
"value" : "Phone",
"referenceValue" : null
}, {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Forums",
"referenceValue" : null
}, {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Chat",
"referenceValue" : null
}, {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Twitter",
"referenceValue" : null
}, {
"avgSystemTime" : "00:00 hrs",
"avgAgentTime" : "00:00 hrs",
"responseCount" : "0",
"value" : "Facebook",
"referenceValue" : null
} ],
"totalAvgSystemTime" : "41:50 hrs",
"groupedBy" : "channel",
"totalResponseCount" : "1"
}
This API fetches the total number of responses sent/made by your agents.
string
required,Key that groups the thread count according to a particular attribute.This value can be date channel agent | hour
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"avg" : "0.0",
"groupedBy" : "date",
"totalResponseCount" : "0",
"responseCount" : [ {
"count" : "0",
"value" : "2018-04-06",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-07",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-08",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-09",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-10",
"referenceValue" : null
} ]
}
This API fetches the number of tickets that were reopened in your help desk portal.
string
required,Key that groups the thread count according to a particular attribute.This value can be date channel agent | hour
long
optionalID(s) of the department(s) from which the stats must be fetched
long
optionalID(s) of the agent(s) whose stats must be fetched
long
optionalID(s) of the team(s) from which the stats must be fetched
String
requiredPredefined time range from which the stats must be fetched
string
optional,Starting date for defining custom time range
string
optional,Ending date for defining custom time range
string
optional,Channel through which the tickets were received
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"totalTicketCount" : "1",
"avg" : "0.1",
"ticketCount" : [ {
"count" : "0",
"value" : "2018-04-01",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-02",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-03",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-04",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-05",
"referenceValue" : null
}, {
"count" : "1",
"value" : "2018-04-06",
"referenceValue" : null
}, {
"count" : "0",
"value" : "2018-04-07",
"referenceValue" : null
} ],
"groupedBy" : "date"
}
By default, the web address of your help center is a Zoho Desk sub-domain in the "desk.zoho.com/portal/<mycompany>" format. However, you can personalize this address, so that your customers can submit their tickets from a sub-domain, such as 'support.mycompany.com'. This feature is called domain/host mapping.
string
Address of the domain
boolean
Key that denotes if the domain is verified
boolean
Key that denotes if the domain is applied to the portal
string
Zoho Desk domain security code to add in the domain service provider's CNAME
timestamp
Time of verifying the domain
timestamp
Time of applying the domain to the portal
long
ID of user who verified the domain
long
ID of user who applied the domain to the portal
string
SSL status of the domain
string
SSL request status of the domain if SSL certificate is requested for the domain
long
ID of user who requested for the SSL certificate for the domain
timestamp
Time of requesting the SSL certificate for the domain
Example
{ "appliedTime" : null, "sslRequestStatus" : null, "sslRequestedBy" : null, "isVerified" : false, "sslStatus" : "NO_SSL", "domain" : "support.zylker.com", "zdSecurityCode" : "zdc3b95061484994060a401652cb2a45b2", "sslRequestedTime" : null, "isApplied" : false, "appliedBy" : null, "verifiedBy" : null, "verifiedTime" : null }
This API adds a domain to your help desk.
string
required,Address of the domain
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"appliedTime" : null,
"sslRequestStatus" : null,
"sslRequestedBy" : null,
"isVerified" : false,
"sslStatus" : "NO_SSL",
"domain" : "support.zylker.com",
"zdSecurityCode" : "zdc3b95061484994060a401652cb2a45b2",
"sslRequestedTime" : null,
"isApplied" : false,
"appliedBy" : null,
"verifiedBy" : null,
"verifiedTime" : null
}
This API verifies a domain in your help desk.
string
required,Domain to be verified.
string
required,Domain verification method. CNAME or HTML.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"appliedTime" : null,
"sslRequestStatus" : null,
"sslRequestedBy" : null,
"isVerified" : true,
"sslStatus" : "NO_SSL",
"domain" : "support.zylker.com",
"zdSecurityCode" : null,
"sslRequestedTime" : null,
"isApplied" : false,
"appliedBy" : null,
"verifiedBy" : "8000000012800",
"verifiedTime" : "2018-06-03T11:21:07.912Z"
}
This API maps a domain to the default portal in your help desk.
string
required,Address of the domain
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"appliedTime" : "2018-06-03T11:25:07.897Z",
"sslRequestStatus" : null,
"sslRequestedBy" : "8000000012800",
"isVerified" : true,
"sslStatus" : "VALID",
"domain" : "support.zylker.com",
"zdSecurityCode" : null,
"sslRequestedTime" : "2018-06-03T11:25:07.897Z",
"isApplied" : true,
"appliedBy" : "8000000012800",
"verifiedBy" : "8000000012800",
"verifiedTime" : "2018-06-03T11:21:07.912Z"
}
This API resets the current domain of the default portal in your help desk.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
This API lists the domains configured in your help desk.
boolean
optionalKey that filters domains based on their verification status
boolean
optionalKey that filters domains based on their application status in the help desk
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"appliedTime" : null,
"sslRequestStatus" : null,
"sslRequestedBy" : null,
"isVerified" : true,
"sslStatus" : "NO_SSL",
"domain" : "supportportal.zylker.com",
"zdSecurityCode" : null,
"sslRequestedTime" : null,
"isApplied" : false,
"appliedBy" : null,
"verifiedBy" : "8000000012800",
"verifiedTime" : "2018-06-03T11:21:07.912Z"
}, {
"appliedTime" : null,
"sslRequestStatus" : null,
"sslRequestedBy" : null,
"isVerified" : true,
"sslStatus" : "NO_SSL",
"domain" : "customers.zylker.com",
"zdSecurityCode" : null,
"sslRequestedTime" : null,
"isApplied" : false,
"appliedBy" : null,
"verifiedBy" : "8000000012800",
"verifiedTime" : "2018-06-03T11:21:07.654Z"
}, {
"appliedTime" : null,
"sslRequestStatus" : null,
"sslRequestedBy" : null,
"isVerified" : true,
"sslStatus" : "NO_SSL",
"domain" : "partners.zylker.com",
"zdSecurityCode" : null,
"sslRequestedTime" : null,
"isApplied" : false,
"appliedBy" : null,
"verifiedBy" : "8000000012800",
"verifiedTime" : "2018-06-03T11:21:07.912Z"
} ]
}
Community refers to the user community module, which consists of your end-customers.This help module serves as a peer-to-peer knowledge sharing platform, where customers can discuss product issues with each other and share solutions.
Example
{ }
This API enables users to like a topic.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API enables users to unlike a topic.
OAuth Scope
Desk.forums.UPDATE , Desk.community.UPDATE
Request Example
Response Example
204
This API enables users to follow a topic.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API enables users to unfollow a topic.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps lock a forum topic, so that further user actions are restricted.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps unlock a forum topic, so that further user actions can be performed.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API allows to set the forum topics as moderate. The comments that are posted during moderation will not be displayed to users and await for the review.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps unmoderate a forum topic, which means user comments are published without reviewing.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API moves a forum topic to trash of your help desk portal.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API moves a forum topic from one community category to another.
long
requiredID of the community category
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API associates quick access/reference tags to a forum topic.
list
requiredTag phrases
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
[ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ]
This API removes quick access/reference tags from a forum topic.
list
requiredTag phrases
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API lists a particular number of users who follow a forum topic, based on the limit defined.
int
required,Index number, starting from which the users must be listed.
int
required,Number of users to list
string
optional,Filters based on the type of the user who follows it. The allowed values are AGENT or END_USER.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
} ]
}
This API lists a particular number of users who participated in a forum topic, based on the limit defined.
int
required,Index number, starting from which the users must be listed
int
required,Number of users to list
string
optional,Filters based on the type of the user who participated in it. The allowed values are AGENT or END_USER.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
} ]
}
This API lists a particular number of users who voted in a forum topic, based on the limit defined.
int
required,Index number, starting from which the users must be listed
int
required,Number of users to list
string
optional,Filters based on the type of the user who voted for it. The allowed values are AGENT or END_USER.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
} ]
}
This API lists a particular number of forum topics, based on the limit defined.
long
optionalID of the community category from which the topics must be listed
int
required,Index number, starting from which the topics must be listed
int
required,Number of topics to list
boolean
optionalKey that defines whether the topics to list must be sticky posts or not
boolean
optionalKey that defines whether the topics to list must contain comments or not
String
optionalType of topics to list. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
String
optionalTag by which topics must be filtered
String
optionalStatus label by which topics must be filtered. The value of this key varies according to the topic type. Values allowed are: NOSTATUS, NEEDMOREINFO, WORKINGONIT, ANSWERED, UNANSWERED, MAYBELATER, UNDERREVIEW, IMPLEMENTED, WILLNOTIMPLEMENT, NOTAPROBLEM, TEMPORARYFIX, ANALYZING, SOLVED, UNSOLVED, and MOSTVOTED.
String
required,sort topics list by createdtime or modified time
boolean
required,sort topics list in ascending or decending order
date
optionalStarting time of the time range in which the topics should have been created. The value must be expressed according to the GMT time zone.
date
optionalEnding time of the time range in which the topics should have been created. The value must be expressed according to the GMT time zone.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "topic 2's description",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : null,
"type" : "AGENT"
},
"latestCommentTime" : "2018-10-16T09:42:12.716Z",
"subject" : "Topic 2",
"likeCount" : "1",
"label" : "NOSTATUS",
"isVoted" : true,
"type" : "QUESTION",
"latestCommenter" : null,
"isSticky" : false,
"commentCount" : "0",
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-2",
"createdTime" : "2018-10-16T09:42:12.716Z",
"id" : "4000000019017",
"permalink" : "topic-2",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}, {
"summary" : "Topic 1 description",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/portalUser/7000000015971/photo?orgId=123456",
"name" : "user2",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "END_USER"
},
"latestCommentTime" : "2018-10-16T09:41:46.621Z",
"subject" : "Topic 1",
"likeCount" : "1",
"label" : "NOSTATUS",
"isVoted" : true,
"type" : "QUESTION",
"latestCommenter" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"isSticky" : false,
"commentCount" : "2",
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-1",
"createdTime" : "2018-10-16T09:41:33.202Z",
"id" : "4000000019003",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
} ]
}
This API fetches a forum topic from the user community.
string
optional,Additional information related to the topics. Values allowed are: seo, featuredImage and participantsCount.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"isModerated" : false,
"likeCount" : "1",
"type" : "QUESTION",
"isSticky" : false,
"bestCommentId" : null,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"isLocked" : false,
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"isTicketCreated" : false,
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"isFollowing" : false,
"viewsCount" : "246",
"label" : "NOSTATUS",
"isVoted" : true,
"commentCount" : "2",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-1",
"followersCount" : "0",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}
This API fetches a forum topic, based on the permalink in the API request.
String
requiredpermalink of the topic
string
optional,Additional information related to the topics. Values allowed are: seo, featuredImage and participantsCount.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"isModerated" : false,
"likeCount" : "1",
"type" : "QUESTION",
"isSticky" : false,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"bestCommentId" : null,
"isLocked" : false,
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"isTicketCreated" : false,
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "END_USER"
},
"isFollowing" : false,
"label" : "NOSTATUS",
"isVoted" : true,
"commentCount" : "2",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-1",
"followersCount" : "0",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}
This API helps add a forum topic in the user community.
String
requiredTitle of the topic
String
optionalpermalink of the topic to be created
String
requiredBody content of the topic
String
requiredType of topic. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
long
requiredID of the community category in which the topic must be posted
boolean
optionalKey that defines whether the topic must be pinned to the topics list page or not
boolean
optionalKey that defines whether the creator of the topic must be notified about further user actions on the topic or not
JSONArray
optionalIDs of files to attach to the topic
JSONArray
optionalTag phrases
JSONArray
optionalEmail IDs to which the topic must be sent after publishing
JSONObject
optionalThe list below includes the SEO meta tags to describe your page to appear in the search engine results. keywords, useTitleAsPageTitle, description, title
JSONObject
optionalSpecifies the id of the uploaded image to display as a featured image.
OAuth Scope
Desk.community.CREATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"isModerated" : false,
"likeCount" : "1",
"type" : "QUESTION",
"isSticky" : false,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"bestCommentId" : null,
"isLocked" : false,
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"isTicketCreated" : false,
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"isFollowing" : false,
"label" : "NOSTATUS",
"isVoted" : true,
"commentCount" : "2",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-1",
"followersCount" : "0",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}
This API helps update a published forum topic.
String
optionalTitle of the topic
String
optionalBody content of the topic
boolean
optionalKey that defines whether the topic must be pinned to the topics list page or not
String
optionalType of topic. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
JSONArray
optionalIDs of files to attach to the topic
String
optionalStatus label of the topic. The value of this key varies according to the topic type. Values allowed are: NOSTATUS, NEEDMOREINFO, WORKINGONIT, ANSWERED, UNANSWERED, MAYBELATER, UNDERREVIEW, IMPLEMENTED, WILLNOTIMPLEMENT, NOTAPROBLEM, TEMPORARYFIX, ANALYZING, SOLVED, UNSOLVED, and MOSTVOTED.
boolean
optional,whether to notify mentioned user while updateing content.
long
optionalID of the community category in which the topic must be posted
JSONArray
optionalTag phrases
boolean
optionalKey that defines whether the creator of the topic must be notified about further user actions on the topic or not
JSONObject
optionalThe list below includes the SEO meta tags to describe your page to appear in the search engine results. keywords, useTitleAsPageTitle, description, title
JSONObject
optionalSpecifies the id of the uploaded image to display as a featured image.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"isModerated" : false,
"likeCount" : "1",
"type" : "QUESTION",
"isSticky" : false,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"bestCommentId" : null,
"isLocked" : false,
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"isTicketCreated" : false,
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : null,
"type" : "AGENT"
},
"isFollowing" : false,
"label" : "NOSTATUS",
"isVoted" : true,
"commentCount" : "2",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-1",
"followersCount" : "0",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}
This API helps add a comment to a forum topic.
string
required,Content of the comment
JSONArray
optionalIDs of files to attach to the comment
OAuth Scope
Desk.community.CREATE
Request Example
Response Example
{
"modifiedTime" : "2018-10-16T10:21:00.386Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/comments/4000000019029/attachments/4000000019027/content?orgId=123456"
} ],
"replies" : [ ],
"createdTime" : "2018-10-16T10:21:00.386Z",
"id" : "4000000019029",
"content" : "Comment 1",
"status" : "PUBLISHED"
}
This API helps add a reply to a comment on a forum topic.
string
required,Content of the reply
JSONArray
optionalIDs of files to attach to the reply
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2018-10-16T10:21:00.386Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/replies/4000000019031/attachments/4000000019027/content?orgId=123456"
} ],
"createdTime" : "2018-10-16T10:21:00.386Z",
"parentCommentId" : "4000000019029",
"id" : "4000000019031",
"content" : "Reply 1",
"status" : "PUBLISHED"
}
This API helps update a published comment.
string
optional,Content of the comment/reply
JSONArray
optionalIds of the attachments added for this topic
boolean
optionalKey that defines whether the comment is the best comment recorded on the topic. A topic can have only on best comment.
boolean
optional,whether to notify mentioned user while updateing content.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2018-10-16T10:21:00.386Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/comments/4000000019031/attachments/4000000019027/content?orgId=123456"
} ],
"replies" : [ ],
"createdTime" : "2018-10-16T10:21:00.386Z",
"id" : "4000000019031",
"content" : "Comment updated 1",
"status" : "PUBLISHED"
}
This API helps update a published reply.
string
optional,Content of the comment/reply
JSONArray
optionalIds of the attachments added for this topic
boolean
optionalKey that defines whether the comment is the best comment recorded on the topic. A topic can have only on best comment.
boolean
optional,whether to notify mentioned user while updateing content.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2018-10-16T10:21:00.386Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
}
},
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/replies/4000000019031/attachments/4000000019027/content?orgId=123456"
} ],
"createdTime" : "2018-10-16T10:21:00.386Z",
"parentCommentId" : "4000000019029",
"id" : "4000000019031",
"content" : "Reply updated 1",
"status" : "PUBLISHED"
}
This API lists a particular number of comments on a topic, based on the limit defined.
int
required,Index number, starting from which the comments must be listed
int
required,The end limit to list the comments
boolean
optional,Key that defines the listing order of the comments. Setting TRUE lists the latest comments first (descending order) and setting FALSE lists the oldest comments first (ascending order).
date
optionalStarting time interval to list the comments that are created within the specified timezone. The value must be provided in GMT format. Example: " 2018-10-06T09:29:15.219Z "
date
optionalEnding time interval to list the comments that are created within the specified timezone. The value must be provided in GMT format. Example: " 2018-10-16T10:29:15.219Z "
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2018-10-16T10:29:15.219Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
}
},
"attachments" : [ {
"size" : "1166",
"name" : "download (1).png",
"id" : "4000000019033",
"href" : "https://desk.zoho.com/api/v1/topics/4000000019003/comments/4000000019013/attachments/4000000019033/content?orgId=123456"
} ],
"replies" : [ ],
"createdTime" : "2018-10-16T09:41:40.077Z",
"id" : "4000000019013",
"content" : "<div>comment 1<br /></div>",
"status" : "PUBLISHED"
}, {
"modifiedTime" : "2018-10-16T10:28:59.495Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
}
},
"attachments" : [ ],
"replies" : [ {
"modifiedTime" : "2018-10-16T10:22:46.893Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
}
},
"attachments" : [ ],
"createdTime" : "2018-10-16T10:22:46.893Z",
"parentCommentId" : "4000000019029",
"id" : "4000000019031",
"content" : "test 3",
"status" : "PUBLISHED"
} ],
"createdTime" : "2018-10-16T10:21:00.386Z",
"id" : "4000000019029",
"content" : "<div>comment 3</div>",
"status" : "PUBLISHED"
} ]
}
This API fetches a comment received on a topic.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"modifiedTime" : "2018-10-16T10:29:15.219Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
}
},
"attachments" : [ {
"size" : "1166",
"name" : "download (1).png",
"id" : "4000000019033",
"href" : "https://desk.zoho.com/api/v1/topics/4000000019003/comments/4000000019013/attachments/4000000019033/content?orgId=123456"
} ],
"replies" : [ {
"modifiedTime" : "2018-10-16T10:34:34.114Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
}
},
"attachments" : [ {
"size" : "1166",
"name" : "download (1).png",
"id" : "4000000019037",
"href" : "https://desk.zoho.com/api/v1/topics/4000000019003/comments/4000000019035/attachments/4000000019037/content?orgId=123456"
} ],
"createdTime" : "2018-10-16T10:34:20.858Z",
"parentCommentId" : "4000000019013",
"id" : "4000000019035",
"content" : "<div>test 3<br /></div>",
"status" : "PUBLISHED"
} ],
"createdTime" : "2018-10-16T09:41:40.077Z",
"id" : "4000000019013",
"content" : "<div>comment 1<br /></div>",
"status" : "PUBLISHED"
}
This API deletes a comment from a topic.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API deletes a reply to a topic comment.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API uploads files to the storage space allocated for the community module.
Content-Type:multipart/form-data
File to upload
string
required,Source of attaching Doc zohodocs gdrive dropbox box skydrive evernote office365 workdrive
string
required,Id of the attaching Doc
string
required,Name of the attaching Doc
boolean
optionalPublic/Private of the attaching Doc
string
optional,DocType of the attaching Doc file presentation pdf document spreadsheet
string
optional,File path of the attaching Doc (For Dropbox)
string
optional,Account Id of the Dropbox
OAuth Scope
Desk.community.CREATE
Request Example
Response Example
{
"size" : "1024",
"name" : "attachment.jpeg",
"id" : "1004"
}
Unassociated attachments are those attachments uploaded to a community topic or comment that is not yet published or saved as a draft. This API fetches an unassociated attachment from the user community.
OAuth Scope
Desk.community.READ
Request Example
Response Example
200
This API fetches a file attachment from a topic.
OAuth Scope
Desk.community.READ
Request Example
Response Example
200
This API fetches a file attachment from a topic comment.
OAuth Scope
Desk.community.READ
Request Example
Response Example
200
This API fetches a file attachment from a reply to a topic comment.
OAuth Scope
Desk.community.READ
Request Example
Response Example
200
This API marks a forum topic as spam.
String
requiredReason for marking the topic as spam
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API marks multiple forum topics as spam.
JSONArray
requiredIDs of the topics that must be marked as spam
String
requiredReason for marking the topic as spam
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : {
"errorCode" : "SUCCESS",
"httpCode" : "200"
}
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : {
"errorCode" : "SUCCESS",
"httpCode" : "200"
}
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "UNAUTHORIZED",
"httpCode" : "401"
}
} ]
}
This API marks a comment on a forum topic as spam.
String
requiredReason for marking the topic as spam
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API marks multiple comments on a forum topic as spam.
JSONArray
requiredIDs of the comments that must be marked as spam
String
requiredReason for marking the comment as spam
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : {
"errorCode" : "SUCCESS",
"httpCode" : "200"
}
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : {
"errorCode" : "SUCCESS",
"httpCode" : "200"
}
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "UNAUTHORIZED",
"httpCode" : "401"
}
} ]
}
This API locks a community category or forum and restricts posting access to users.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API enables a community category or forum and provides posting access to users.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API disables a community category or forum and restricts posting access to users.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps users to follow a community category or forum.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps end-users unfollow a community category or forum.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API deletes a forum from a community category. Keep in mind that only empty forums can be deleted.
OAuth Scope
Desk.community.DELETE
Request Example
Response Example
204
This API sorts community categories in a particular order.
JSONArray
requiredIDs of the community categories that must be sorted
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API sorts forums in a particular order.
JSONArray
requiredIDs of the forums that must be sorted
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API fetches the details of a community category or forum.
string
optional,Additional information related to the category or forum. Values allowed are: postCount, followersCount, and commentCount.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"isFollowing" : "true",
"visibility" : "ALL_USERS",
"departmentId" : "20628000000020011",
"description" : "description",
"canAutoConvertTicket" : true,
"childs" : [ {
"isFollowing" : false,
"visibility" : "ALL_USERS",
"departmentId" : null,
"description" : "forum 1",
"canAutoConvertTicket" : null,
"commentCount" : "491",
"associatedDepartmentIds" : [ "20628000000020011" ],
"photoUrl" : null,
"view" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"post" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"permissions" : [ "POST", "RESPOND" ],
"moderation" : null,
"name" : "forum",
"deparmentIdForTicketCreation" : "20628000000020011",
"postCount" : "246",
"parentCategoryId" : "4000000003037",
"id" : "4000000012009",
"position" : "1",
"followersCount" : "38",
"permalink" : "forum-43",
"respond" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"child" : [ ],
"moderators" : [ ],
"status" : "ENABLED"
} ],
"commentCount" : "491",
"associatedDepartmentIds" : [ "20628000000020011" ],
"photoUrl" : null,
"view" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"post" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"permissions" : [ "POST", "RESPOND" ],
"moderation" : "NONE",
"name" : "new dep",
"deparmentIdForTicketCreation" : "20628000000020011",
"postCount" : "246",
"parentCategoryId" : "null",
"id" : "20628000000020011",
"position" : "1",
"followersCount" : "38",
"permalink" : "new-dep",
"respond" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"status" : "ENABLED",
"moderators" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"type" : "AGENT"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015972",
"type" : "AGENT"
} ]
}
This API fetches the details of a community category or forum, based on the permalink in the API request.
String
requiredPermalink of the category or forum to fetch
string
optional,Additional information related to the category or forum. Values allowed are: postCount, followersCount, and commentCount.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"isFollowing" : "true",
"visibility" : "ALL_USERS",
"departmentId" : "20628000000020011",
"description" : "description",
"canAutoConvertTicket" : true,
"childs" : [ {
"isFollowing" : false,
"visibility" : "ALL_USERS",
"departmentId" : null,
"description" : "forum 1",
"canAutoConvertTicket" : null,
"commentCount" : "491",
"associatedDepartmentIds" : [ "20628000000020011" ],
"photoUrl" : null,
"view" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"post" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"permissions" : [ "POST", "RESPOND" ],
"moderation" : null,
"name" : "forum",
"deparmentIdForTicketCreation" : "20628000000020011",
"postCount" : "246",
"parentCategoryId" : "4000000003037",
"id" : "4000000012009",
"position" : "1",
"followersCount" : "38",
"permalink" : "forum-43",
"respond" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"child" : [ ],
"moderators" : [ ],
"status" : "ENABLED"
} ],
"commentCount" : "491",
"associatedDepartmentIds" : [ "20628000000020011" ],
"photoUrl" : null,
"view" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"post" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"permissions" : [ "POST", "RESPOND" ],
"moderation" : "NONE",
"name" : "new dep",
"deparmentIdForTicketCreation" : "20628000000020011",
"postCount" : "246",
"parentCategoryId" : "null",
"id" : "20628000000020011",
"position" : "1",
"followersCount" : "38",
"permalink" : "new-dep",
"respond" : {
"groupIds" : [ ],
"permission" : "ALL_USERS"
},
"status" : "ENABLED",
"moderators" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"type" : "AGENT"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015972",
"type" : "AGENT"
} ]
}
This API adds a forum in a community category.
String
optionalName of the forum
long
optionalID of the community category under which the forum must be added
String
optionalA brief description of the community category or forum
String
optionalVisibility setting of the community category or forum. Values allowed are: ALL, LOGGED_IN_USERS, GROUPS and MODERATORS.
JSONObject
optionalPost permission setting of the community category or forum.
JSONObject
optionalRespond permission setting of the community category or forum.
JSONArray
optionalAgents who moderate the community category or forum
JSONArray
optionalGroup Ids to associate
String
optionalModeration setting for the community category or forum. Values allowed are: NONE (no moderation), ALL_POSTS (all posts of category will be moderated) and FIRST_POST (only the first forum post of users will be moderated).
boolean
optionalKey that defines whether topics posted in the forum must be automatically converted into tickets or not
JSONArray
optionalIDs of the deparments to be associated with category
long
optionalID of the deparment in which the ticket must be created
long
optionalID of the uploaded community category logo
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"isFollowing" : false,
"visibility" : "GROUPS",
"departmentId" : "20628000000020011",
"groups" : [ "700000001671" ],
"description" : "forum 1",
"canAutoConvertTicket" : "true",
"associatedDepartmentIds" : [ "20628000000020011" ],
"photoUrl" : "https://desk.zoho.com/api/v1/communityCategory/4000000012009/logo/4000000012019?orgId=1234567",
"post" : {
"groupIds" : [ "20628000000020011" ],
"permission" : "GROUPS"
},
"permissions" : [ "POST", "RESPOND" ],
"moderation" : "FIRST_POST",
"name" : "forum",
"deparmentIdForTicketCreation" : "20628000000020011",
"parentCategoryId" : "4000000003037",
"id" : "4000000012009",
"position" : "1",
"permalink" : "forum-1",
"respond" : {
"groupIds" : [ "20628000000020011" ],
"permission" : "GROUPS"
},
"child" : [ ],
"moderators" : [ ],
"status" : "ENABLED"
}
This API lists a particular number of community categories.
string
optional,Additional information related to the categories. Values allowed are: postCount, followersCount, and commentCount.
long
optionalID of the department for which the categories to be filtered.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"categories" : [ {
"isFollowing" : true,
"visibility" : "LOGGED_IN_USERS",
"departmentId" : "2000000012968",
"description" : "category",
"canAutoConvertTicket" : false,
"photoUrl" : null,
"permissions" : [ "POST", "RESPOND" ],
"moderation" : "NONE",
"name" : "category",
"parentCategoryId" : null,
"id" : "4000000000017",
"position" : "1",
"permalink" : "category",
"child" : [ {
"isFollowing" : false,
"visibility" : null,
"departmentId" : null,
"description" : "Forum 1",
"canAutoConvertTicket" : null,
"photoUrl" : null,
"permissions" : [ "POST", "RESPOND" ],
"moderation" : null,
"name" : "forum 1",
"parentCategoryId" : "4000000000017",
"id" : "4000000000033",
"position" : "1",
"permalink" : "forum-1",
"child" : [ ],
"moderators" : [ ],
"status" : "ENABLED"
} ],
"moderators" : [ {
"photoUrl" : null,
"name" : "User 1",
"id" : "2000000016079",
"type" : "AGENT"
} ],
"status" : "ENABLED"
}, {
"isFollowing" : false,
"visibility" : "LOGGED_IN_USERS",
"departmentId" : null,
"description" : "",
"canAutoConvertTicket" : true,
"photoUrl" : null,
"permissions" : [ "POST", "RESPOND" ],
"moderation" : "FIRST_POST",
"name" : "Dep 2",
"parentCategoryId" : null,
"id" : "4000000002005",
"position" : "2",
"permalink" : "dep-2",
"child" : [ ],
"moderators" : [ ],
"status" : "ENABLED"
} ]
}
This API updates the details of a category or forum.
String
optionalName of the community category or forum
String
optionalA brief description of the community category or forum
String
optionalVisibility setting of the community category or forum. Values allowed are: ALL, LOGGED_IN_USERS, GROUPS , AGENTS and MODERATORS.
JSONObject
optionalPost permission setting of the community category or forum.
JSONObject
optionalRespond permission setting of the community category or forum.
JSONArray
optionalAgents who moderate the community category or forum
JSONArray
optionalGroup Ids to associate
String
optionalModeration setting for the community category or forum. Values allowed are: NONE (no moderation), ALL_POSTS (all posts of category will be moderated) and FIRST_POST (only the first forum post of users will be moderated).
boolean
optionalKey that defines whether topics posted in the forum must be automatically converted into tickets or not
JSONArray
optionalIDs of the deparments to be associated with category
long
optionalID of the deparment in which the ticket must be created
long
optionalID of the uploaded community category logo
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"isFollowing" : "false",
"visibility" : "GROUP",
"departmentId" : "20628000000020011",
"description" : "description",
"groups" : [ {
"name" : "group - 1",
"id" : "700000001671"
} ],
"canAutoConvertTicket" : true,
"childs" : [ ],
"associatedDepartmentIds" : [ "20628000000020011" ],
"photoUrl" : "https://desk.zoho.com/api/v1/communityCategory/4000000012009/logo/4000000012019?orgId=1234567",
"post" : {
"groupIds" : [ "20628000000020011" ],
"permission" : "GROUPS"
},
"permissions" : [ "POST", "RESPOND" ],
"moderation" : "FIRST_POST",
"name" : "new dep updated",
"deparmentIdForTicketCreation" : "20628000000020011",
"parentCategoryId" : "null",
"id" : "20628000000020011",
"position" : "1",
"permalink" : "new-dep-updated-permalink",
"respond" : {
"groupIds" : [ "20628000000020011" ],
"permission" : "GROUPS"
},
"status" : "ENABLED",
"moderators" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015971",
"type" : "AGENT"
} ]
}
This API fetches the logo of a community category.
OAuth Scope
Desk.community.READ
Request Example
Response Example
200
This API lists a particular number of users who follow a community category or forum, based on the limit defined.
int
required,Index number, starting from which the users must be listed
int
required,Number of users to list
string
optional,to filter agent and end user
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
} ]
}
This API fetches the topic types defined in the user community of your help desk portal.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"defaultTopicType" : "QUESTION",
"enabledTopicTypes" : [ "DISCUSSION", "ANNOUNCEMENT", "QUESTION" ],
"disabledTopicTypes" : [ "IDEA", "PROBLEM" ]
}
This API helps set the default topic type and enable/disable other topic types in the user community.
String
optionalTopic type to set as the default option in the user community. Values allowed are: DISCUSSION, IDEA, PROBLEM, and QUESTION.
JSONArray
optionalTopic types to enable in the user community. Values allowed are: DISCUSSION, IDEA, PROBLEM, and QUESTION.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps to disable topic types in the user community.
String
requiredTopic type that should be applied to existing topics mapped to the disabled type. Values allowed are: DISCUSSION, IDEA, PROBLEM, and QUESTION.
String
requiredTopic type that must be disabled. Values allowed are: DISCUSSION, IDEA, PROBLEM, and QUESTION.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API fetches the settings defined for the user community in your help desk portal.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"landingPage" : "ALL_CATEGORY"
}
This API helps define the settings for the user community in your help desk portal.
String
requiredKey that determines the content to display on the home page of the user community. Values allowed are: ALLCATEGORIES (all community categories are displayed), and RECENTPOSTS (only the latest topics in the community are displayed).
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API updates the moderation status of end-users in the user community.
boolean
optionalKey that defines whether the user is moderated or not
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps to follow users.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps to unfollow users.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
204
This API helps to approve topics and publish them on the forum.
JSONArray
requiredIDs of the topics
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API restores topics from trash.
JSONArray
requiredIDs of the topics
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : "null"
} ]
}
This API trashes forum topics that are yet to be moderated for publishing.
JSONArray
requiredIDs of the topics
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API permanently deletes forum topics from the trash.
JSONArray
requiredIDs of the topics
OAuth Scope
Desk.community.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : "null"
} ]
}
This API unmoderate the moderated forum topics.The comments that are posted during moderation will be displayed to all users without under going any review.
JSONArray
requiredIDs of the topics
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API approves comments that are pending moderation.
JSONArray
requiredArray of comment ids
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API restores comments that were trashed from forum topics.
JSONArray
requiredArray of comment ids
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API trashes comments that are yet to be approved for publishing on a forum topic.
JSONArray
requiredArray of comment ids
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API permanently deletes comments from the trash of your help desk portal.
JSONArray
requiredArray of comment ids
OAuth Scope
Desk.community.DELETE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API lists a particular number of moderated end-users, based on the limit defined.
int
required,Index number, starting from which the users must be listed
int
required,Number of users to list
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"moderatedBy" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"type" : "AGENT",
"status" : "ACTIVE"
},
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"moderatedOn" : "2018-10-16T09:42:12.716Z",
"id" : "7000000015971",
"type" : "AGENT",
"status" : "ACTIVE"
}, {
"moderatedBy" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015974/photo?orgId=123456",
"name" : "user 4",
"id" : "7000000015974",
"type" : "AGENT"
},
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"moderatedOn" : "2018-10-16T09:42:12.716Z",
"id" : "7000000015972",
"type" : "AGENT"
} ]
}
This API disables moderation for end-users in the user community.
JSONArray
requiredIDs of the users for whom moderation must be disabled
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : "true",
"id" : "103417000000528003",
"errors" : "null"
}, {
"success" : "true",
"id" : "103417000000528006",
"errors" : "null"
}, {
"success" : "false",
"id" : "103417000000528008",
"errors" : {
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API lists followers of a user, based on the limit defined.
int
required,Index number, starting from which the followers must be listed
int
required,Number of followers to list
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT",
"status" : "ACTIVE"
}, {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT",
"status" : "DISABLED"
} ]
}
This API fetches the details of an user from the community.
string
optional,Additional information related to the user. Value allowed is stats.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"stats" : {
"postCount" : "35",
"topicTypeWiseCount" : {
"ANNOUNCEMENT" : "3",
"IDEA" : "10",
"DISCUSSION" : "0",
"PROBLEM" : "2",
"QUESTION" : "20"
},
"followersCount" : "1",
"commentCount" : "24"
},
"name" : "user 1",
"isModerated" : true,
"id" : "7000000015971",
"type" : "AGENT",
"status" : "ACTIVE"
}
This API lists a particular number of topics by a user, based on the limit defined.
long
optionalID of the community category from which the topics must be fetched
int
required,Index number, starting from which the topics must be listed
int
required,Number of topics to list
String
optionalType of topics. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
date
optionalStarting time of the time range in which the topics should have been created. The value must be expressed according to the GMT time zone.
date
optionalEnding time of the time range in which the topics should have been created. The value must be expressed according to the GMT time zone.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "topic 2's description",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT",
"status" : "ACTIVE"
},
"latestCommentTime" : "2018-10-16T10:42:12.716Z",
"subject" : "Topic 2",
"likeCount" : "1",
"label" : "NOSTATUS",
"type" : "QUESTION",
"latestCommenter" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015172/photo?orgId=123456",
"name" : "user 3",
"id" : "7000000015172",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT",
"status" : "ACTIVE"
},
"commentCount" : "1",
"createdTime" : "2018-10-16T09:42:12.716Z",
"id" : "4000000019017",
"permalink" : "topic-2",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}, {
"summary" : "Topic 1 description",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user2",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT",
"status" : "ACTIVE"
},
"latestCommentTime" : "2018-10-16T09:41:33.202Z",
"subject" : "Topic 1",
"likeCount" : "1",
"label" : "NOSTATUS",
"type" : "QUESTION",
"latestCommenter" : null,
"commentCount" : "0",
"createdTime" : "2018-10-16T09:41:33.202Z",
"id" : "4000000019003",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
} ]
}
This API lists a particular number of comments by a user, based on the limit defined.
long
optionalID of the community category from which the comments must be fetched
int
required,Index number, starting from which the comments must be listed
int
required,Number of comments to list
date
optionalStarting time of the time range in which the comments should have been created. The value must be expressed according to the GMT time zone.
date
optionalEnding time of the time range in which the comments should have been created. The value must be expressed according to the GMT time zone.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "Comment 1",
"topicPeramlink" : "zoho-desk-api",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user2",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "AGENT"
},
"topicId" : "4000000019013",
"subject" : "Zoho Desk API",
"createdTime" : "2018-10-16T09:41:40.077Z",
"parentCommentId" : "4000000019012",
"id" : "4000000019013",
"categoryId" : "4000000000017",
"status" : "PUBLISHED",
"topicType" : "PROBLEM"
}, {
"summary" : "Comment 2",
"topicPeramlink" : "zoho-desk-api-features",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user2",
"id" : "7000000015972",
"type" : "AGENT"
},
"topicId" : "4000000019013",
"subject" : "Zoho Desk API Features",
"createdTime" : "2018-10-16T10:21:00.386Z",
"parentCommentId" : null,
"id" : "4000000019029",
"categoryId" : "4000000000017",
"status" : "PUBLISHED",
"topicType" : "PROBLEM"
} ]
}
This API lists a particular number of forum topics that are pending moderation, based on the limit defined.
long
optionalID of the community category from which the topics must be fetched
int
required,Index number, starting from which the topics must be listed
int
required,Number of topics to list
String
requiredModeration status of the topics. Values allowed are: AWAITINGAPPROVAL, SPAM, and TRASHED.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "topic 2's description",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"label" : null,
"type" : "AGENT"
},
"trashedBy" : null,
"subject" : "Topic 2",
"createdTime" : "2018-10-16T09:42:12.716Z",
"id" : "4000000019017",
"type" : "QUESTION",
"permalink" : "topic-2",
"categoryId" : "4000000000017",
"status" : "AWAITINGAPPROVAL"
}, {
"summary" : "Topic 1 dscription",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/portalUser/7000000015971/photo?orgId=123456",
"name" : "user2",
"id" : "7000000015972",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "END_USER"
},
"trashedBy" : null,
"subject" : "Topic 1",
"createdTime" : "2018-10-16T09:41:33.202Z",
"id" : "4000000019003",
"type" : "QUESTION",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "AWAITINGAPPROVAL"
} ]
}
This API lists a particular number of comments that are pending moderation, based on the limit defined.
long
optionalID of the community category from which the comments must be fetched
int
required,Index number, starting from which the comments must be listed
int
required,Number of comments to list
String
requiredModeration status of the comments. Values allowed are: AWAITINGAPPROVAL, SPAM, and TRASHED.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "Comment 1",
"topicPeramlink" : "zoho-desk-api",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "END_USER"
},
"topicId" : "4000000019013",
"trashedBy" : null,
"subject" : "Zoho Desk API",
"createdTime" : "2018-10-16T09:41:40.077Z",
"id" : "4000000019013",
"categoryId" : "4000000019012",
"status" : "AWAITINGAPPROVAL"
}, {
"summary" : "Comment 2",
"topicPeramlink" : "zoho-desk-api-features",
"modifiedTime" : "2018-10-16T10:28:59.495Z",
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"label" : {
"preferences" : {
"shape" : "RECTANGLE",
"bgColor" : "#23F123",
"textColor" : "#2CA123"
},
"name" : "Admin",
"id" : "6000000158001",
"logoUrl" : "https://desk.zoho.com/portal/api/publicImages/6000000158231?orgId=14132"
},
"type" : "END_USER"
},
"topicId" : "4000000019013",
"trashedBy" : null,
"subject" : "Zoho Desk API Features",
"createdTime" : "2018-10-16T10:21:00.386Z",
"id" : "4000000019029",
"categoryId" : "4000000019012",
"status" : "AWAITINGAPPROVAL"
} ]
}
This API saves a draft of a forum topic.
String
requiredTitle of the topic
String
optionalpermalink of the topic to be created
String
requiredBody content of the topic
String
requiredTypes of Topics. The allowed values are:ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
long
requiredID of the community category in which the topic must be posted
boolean
optionalKey that defines whether the topic must be pinned to the topics list page or not
boolean
optionalKey that defines whether the creator of the topic must be notified about further user actions on the topic or not
JSONArray
optionalIDs of files to attach to the topic
JSONArray
optionalTag phrases
JSONObject
optionalThe list below includes the SEO meta tags to describe your page to appear in the search engine results. keywords, useTitleAsPageTitle, description, title
JSONObject
optionalSpecifies the id of the uploaded image to display as a featured image.
OAuth Scope
Desk.community.CREATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"type" : "QUESTION",
"isSticky" : false,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"categoryId" : "4000000000017",
"notifyMe" : true,
"status" : "DRAFT"
}
This API helps update the draft of a forum topic.
String
requiredTitle of the topic
String
optionalpermalink of the topic to be created
String
requiredBody content of the topic
String
requiredTypes of Topics. The allowed values are:ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
long
requiredID of the community category in which the topic must be posted
boolean
optionalKey that defines whether the topic must be pinned to the topics list page or not
boolean
optionalKey that defines whether the creator of the topic must be notified about further user actions on the topic or not
JSONArray
optionalIDs of files to attach to the topic
JSONArray
optionalTag phrases
JSONObject
optionalThe list below includes the SEO meta tags to describe your page to appear in the search engine results. keywords, useTitleAsPageTitle, description, title
JSONObject
optionalSpecifies the id of the uploaded image to display as a featured image.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"type" : "QUESTION",
"isSticky" : false,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"categoryId" : "4000000000017",
"notifyMe" : true,
"status" : "DRAFT"
}
This API publishes the draft of a forum topic.
String
requiredTitle of the topic
String
optionalpermalink of the topic to be created
String
requiredBody content of the topic
String
requiredType of topic. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
long
requiredID of the community category in which the topic must be posted
boolean
optionalKey that defines whether the topic must be pinned to the topics list page or not
boolean
optionalKey that defines whether the creator of the topic must be notified about further user actions on the topic or not
JSONArray
optionalIDs of files to attach to the topic
JSONArray
optionalTag phrases
JSONArray
optionalEmail IDs to which the topic must be sent after publishing
JSONObject
optionalThe list below includes the SEO meta tags to describe your page to appear in the search engine results. keywords, useTitleAsPageTitle, description, title
JSONObject
optionalSpecifies the id of the uploaded image to display as a featured image.
OAuth Scope
Desk.community.UPDATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "1166",
"name" : "download.png",
"id" : "4000000019027",
"href" : "https://desk.zoho.com/api/v1/communityTopics/4000000019003/attachments/4000000019027/content?orgId=123456"
} ],
"subject" : "Topic 1",
"isModerated" : false,
"likeCount" : "1",
"type" : "QUESTION",
"isSticky" : false,
"content" : "<div style=\"font-size: 13px; font-family: Arial, Helvetica, Verdana, sans-serif\"><div>Topic 1 dscription<br /></div></div>",
"bestCommentId" : null,
"isLocked" : false,
"createdTime" : "2018-10-16T09:41:33.202Z",
"tag" : [ {
"name" : "tag1",
"permalink" : "tag1"
}, {
"name" : "tag2",
"permalink" : "tag2"
} ],
"id" : "4000000019003",
"viewCount" : "1",
"seo" : {
"keywords" : "seo,search",
"useTitleAsPageTitle" : "true",
"description" : "seo description",
"title" : "seo title"
},
"isTicketCreated" : false,
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 1",
"id" : "7000000015971",
"type" : "AGENT"
},
"isFollowing" : false,
"label" : "NOSTATUS",
"isVoted" : true,
"commentCount" : "2",
"featuredImage" : {
"imageId" : "1000000061105",
"size" : "2048",
"imageUrl" : "https://desk.zoho.com/portal/api/publicImages/42065000003493086?portalId=edbsnfb8166209e6d0025b777b9d90768028d52a6ee08bbb27b1e0f251800c89a48d9",
"name" : "social_image.jpg"
},
"portalUrl" : "https://desk.zoho.com/portal/portalname/community/topictopic-1",
"followersCount" : "0",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED",
"notifyMe" : false
}
This API deletes a topic draft from the user community.
OAuth Scope
Desk.community.DELETE
Request Example
Response Example
204
This API fetches statistics related to topic/comment moderation in the user community.
long
optionalID of the community category for which the statistics must be fetched
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"awaitingApproval" : {
"comments" : "35",
"topic" : "25"
},
"moderated" : {
"topic" : "25"
},
"spam" : {
"comments" : "35",
"topic" : "25"
},
"trash" : {
"comments" : "35",
"topic" : "25"
}
}
This API lists a particular number of moderated topics, based on the limit defined.
long
optionalID of the community category from which the topics must be fetched
int
required,Index number, starting from which the topics must be listed
int
required,Number of topics to list
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"summary" : "topic 2's description",
"moderatedBy" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"type" : "AGENT",
"status" : "ACTIVE"
},
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"type" : "AGENT"
},
"subject" : "Topic 2",
"moderatedOn" : "2018-10-16T09:42:12.716Z",
"createdTime" : "2018-10-16T09:42:12.716Z",
"id" : "4000000019017",
"type" : "QUESTION",
"permalink" : "topic-2",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
}, {
"summary" : "Topic 1 dscription",
"moderatedBy" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015972/photo?orgId=123456",
"name" : "user 2",
"id" : "7000000015972",
"type" : "AGENT",
"status" : "ACTIVE"
},
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/portalUser/7000000015971/photo?orgId=123456",
"name" : "user2",
"id" : "7000000015972",
"type" : "END_USER"
},
"subject" : "Topic 1",
"moderatedOn" : "2018-10-16T09:42:12.716Z",
"createdTime" : "2018-10-16T09:41:33.202Z",
"id" : "4000000019003",
"type" : "QUESTION",
"permalink" : "topic-1",
"categoryId" : "4000000000017",
"status" : "PUBLISHED"
} ]
}
API to check whether the given permalink is available
String
requiredPermalink for which the availablilty need to be checked
OAuth Scope
Desk.community.GET
Request Example
Response Example
{
"available" : "true"
}
API to get all permalinks of a topic
OAuth Scope
Desk.community.GET
Request Example
Response Example
{
"data" : [ {
"isPrimary" : "true",
"permalink" : "community-topic-permalink-primary"
}, {
"isPrimary" : "false",
"permalink" : "community-topic-permalink-secondary-1"
}, {
"isPrimary" : "false",
"permalink" : "community-topic-permalink-secondary-2"
}, {
"isPrimary" : "false",
"permalink" : "community-topic-permalink-secondary-3"
} ]
}
API to update all permalinks of a topic
String
optionalholds the primary permalink of a topic
JSONArray
optionalholds the secondary permalink of a topic as array
OAuth Scope
Desk.community.PATCH
Request Example
Response Example
{
"data" : [ {
"isPrimary" : "true",
"permalink" : "community-topic-permalink-primary"
}, {
"isPrimary" : "false",
"permalink" : "community-topic-permalink-secondary-1"
}, {
"isPrimary" : "false",
"permalink" : "community-topic-permalink-secondary-2"
}, {
"isPrimary" : "false",
"permalink" : "community-topic-permalink-secondary-3"
} ]
}
To get trend of voters of a topic
date
optionalStarting time of the time range for which the statistics should be fetched. The value must be expressed according to the GMT time zone.
date
optionalEnding time of the time range for which the statistics should be fetched. The value must be expressed according to the GMT time zone.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"topicVoterTrend" : [ {
"date" : "May-2023",
"count" : "0"
}, {
"date" : "Jun-2023",
"count" : "0"
}, {
"date" : "Jul-2023",
"count" : "0"
}, {
"date" : "Aug-2023",
"count" : "0"
}, {
"date" : "Sep-2023",
"count" : "1"
} ]
}
This API List all Drafted Topics of the current User
long
optionalID of the community category from which the topics must be fetched
String
optionalTypes of Topics. The allowed values are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
int
required,Index from which list is retrieved and it starts from 1
int
required,limit for listing draftedTopics
String
required,sort topics list by createdtime or modified time
boolean
required,sort topics list in ascending or decending order
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"data" : [ {
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "alex carry",
"id" : "7000000015972",
"type" : "AGENT"
},
"subject" : "How to change language in moblie?",
"createdTime" : "2018-10-16T09:41:33.202Z",
"id" : "4000000168087",
"type" : "QUESTION",
"categoryId" : "7000000018007"
}, {
"creator" : {
"photoUrl" : "https://desk.zoho.com/api/v1/agents/7000000015971/photo?orgId=123456",
"name" : "john peter",
"id" : "7000000015972",
"type" : "AGENT"
},
"subject" : "How to delete draft posts?",
"createdTime" : "2018-10-16T09:41:33.202Z",
"id" : "4000000168087",
"type" : "QUESTION",
"categoryId" : "7000000018007"
} ]
}
This API fetches the total count of the topics based on the selected view.
long
requiredID of a view for which you need to get the count
long
optionalID of the community category from which the topics must be listed
String
optionalType of topics to list. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
String
optionalTag by which topics must be filtered
String
optionalStatus label by which topics must be filtered. The value of this key varies according to the topic type. Values allowed are: NOSTATUS, NEEDMOREINFO, WORKINGONIT, ANSWERED, UNANSWERED, MAYBELATER, UNDERREVIEW, IMPLEMENTED, WILLNOTIMPLEMENT, NOTAPROBLEM, TEMPORARYFIX, ANALYZING, SOLVED, UNSOLVED, and MOSTVOTED.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"count" : "10"
}
This API fetches the total count of the comments based on the selected view.
long
requiredID of a view for which you need to get the count
long
optionalID of the community category from which the topics must be listed
String
optionalType of topics to list. Values allowed are: ANNOUNCEMENT, DISCUSSION, IDEA, PROBLEM, and QUESTION.
OAuth Scope
Desk.community.READ
Request Example
Response Example
{
"count" : "10"
}
Templates provide the data needed to construct the modules
Example
{ "replyToAddr" : null, "folder" : { "folderName" : "Agent Notifications", "folderId" : "4000000007021" }, "templateName" : "Acknowledge contact on receiving a new ticket", "recordType" : "tickets", "subject" : "[##${Cases.Request Id}##] Your ticket has been created", "departmentId" : "1892000000639717", "templateId" : "1892000000639801", "body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">Dear ${Cases.Contact Name},<br> <br>Your ticket has been created with the ticket ID ${Cases.Request Id} and subject \"${Cases.Subject}\"<br> <br>Someone from our customer service team will review it and respond shortly.<br> <br>Regards,<br>${Organization.Organization Name} Support Team.<br><br>${Cases.CUSTOMER_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>", "category" : "DEFAULT_TEMPLATE", "fromId" : null, "contentType" : "richtext", "folderId" : "4000000007021" }
Add a new Template
string
required,The name of the Template
string
required,The Subject of the template
string
required,The recordType of the template can be contacts, accounts, tickets, products, tasks
long
requiredThe department of the template
long
requiredThe folder of the template
string
required,The from email of the template
string
optional,The reply to mail id
string
optional,the body of the template
string
required,content type of the template
list
optionalList of file attachments in the template
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "8842",
"name" : "rick.jpeg",
"id" : "1892000000132047"
} ],
"recordType" : "tickets",
"subject" : "My Template Subject",
"departmentId" : "4000000007039",
"templateId" : "4000000040001",
"body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">Dear ${Cases.Contact Name},<br> <br>Your ticket has been created with the ticket ID ${Cases.Request Id} and subject \"${Cases.Subject}\"<br> <br>Someone from our customer service team will review it and respond shortly.<br> <br>Regards,<br>${Organization.Organization Name} Support Team.<br><br>${Cases.CUSTOMER_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>",
"fromId" : "newportal<support@zylker.com>",
"folderId" : "4000000007021",
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "4000000007021"
},
"replyToAddr" : null,
"templateName" : "new Template",
"category" : "CUSTOM_TEMPLATE",
"contentType" : "richtext"
}
View a particular Template
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"attachments" : [ {
"size" : "8842",
"name" : "rick.jpeg",
"id" : "1892000000132047"
} ],
"recordType" : "tickets",
"subject" : "##${Cases.Request Id}##] ${Cases.Recent Comment By} has edited a comment in the ticket",
"departmentId" : "1892000000639717",
"templateId" : "1892000000639846",
"body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">${Cases.Recent Comment By} has edited a comment in the ticket, #${Cases.Request Id} ${Cases.Subject}.<br> <br>${Cases.Recent Comment}<br><br>${Cases.SUPPORT_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>",
"fromId" : null,
"folderId" : "4000000007021",
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "1892000000639789"
},
"replyToAddr" : null,
"templateName" : "Notify agent when a comment is edited",
"category" : "CUSTOM_TEMPLATE",
"contentType" : "richtext"
}
Update an existing Template
string
optional,The name of the Template
string
optional,The Subject of the template
string
optional,The recordType of the template can be contacts, accounts, tickets, products, tasks
long
optionalThe department of the template
long
optionalThe folder of the template
string
optional,The from email of the template
string
optional,The reply to mail id
string
optional,the body of the template
string
optional,content type of the template
list
optionalList of file attachments in the template
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"attachments" : [ {
"size" : "8842",
"name" : "rick.jpeg",
"id" : "1892000000132047"
} ],
"recordType" : "tickets",
"subject" : "My New Template",
"departmentId" : "4000000007039",
"templateId" : "4000000040001",
"body" : null,
"fromId" : "newportal<support@zylker.com>",
"folderId" : "4000000007021",
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "4000000007021"
},
"replyToAddr" : null,
"templateName" : "new Template",
"category" : "CUSTOM_TEMPLATE",
"contentType" : "richtext"
}
Delete a Template
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
List all Templates
long
requiredthe corresponding department to be fetched
string
optional,The name of the module
integer
required,from index, DEFAULT 1
integer
required,number of templates to be retrieved Range 1-50, DEFAULT 50
string
optional,String to search for templates by name. The string must contain at least one character. Three search methods are supported: 1) string* - Searches for templates whose name start with the string, 2) *string* - Searches for templates whose name contain the string, 3) string - Searches for templates whose name is an exact match for the string
long
optionalthe corresponding folder to be fetched
OAuth Scope
Desk.settings.READ
Request Example
Response Example
[ {
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "4000000007021"
},
"replyToAddr" : null,
"templateName" : "Notify contact when a comment is added",
"recordType" : "tickets",
"subject" : "[##${Cases.Request Id}##] ${Cases.Recent Comment By} has commented to your ticket",
"departmentId" : "4000000007043",
"templateId" : "4000000007111",
"body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">Dear ${Cases.Contact Name},<br> <br>${Cases.Recent Comment By} has left the following comment on your ticket, #${Cases.Request Id} ${Cases.Subject}.<br> <br>${Cases.Recent Comment}<br> <br>Regards,<br>${Organization.Organization Name} Support Team.<br><br>${Cases.CUSTOMER_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>",
"category" : "DEFAULT_TEMPLATE",
"fromId" : null,
"contentType" : "richtext",
"folderId" : "4000000007021"
}, {
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "4000000007021"
},
"replyToAddr" : null,
"templateName" : "Notify contact when a comment is edited",
"recordType" : "tickets",
"subject" : "[##${Cases.Request Id}##] ${Cases.Recent Comment By} has updated comment in your ticket",
"departmentId" : "4000000007043",
"templateId" : "4000000007113",
"body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">Dear ${Cases.Contact Name},<br> <br>${Cases.Recent Comment By} has updated the following comment in your ticket, #${Cases.Request Id} ${Cases.Subject}.<br> <br>${Cases.Recent Comment}<br> <br>Regards,<br>${Organization.Organization Name} Support Team.<br><br>${Cases.CUSTOMER_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>",
"category" : "DEFAULT_TEMPLATE",
"fromId" : null,
"contentType" : "richtext",
"folderId" : "4000000007021"
}, {
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "4000000007021"
},
"replyToAddr" : null,
"templateName" : "Notify contact when a comment is deleted",
"recordType" : "tickets",
"subject" : "[##${Cases.Request Id}##] ${Cases.Recent Comment By} has deleted comment in your ticket",
"departmentId" : "4000000007043",
"templateId" : "4000000007115",
"body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">Dear ${Cases.Contact Name},<br> <br>${Cases.Recent Comment By} has deleted the following comment in your ticket, #${Cases.Request Id} ${Cases.Subject}.<br> <br>${Cases.Recent Comment}<br> <br>Regards,<br>${Organization.Organization Name} Support Team.<br><br>${Cases.CUSTOMER_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>",
"category" : "DEFAULT_TEMPLATE",
"fromId" : null,
"contentType" : "richtext",
"folderId" : "4000000007021"
}, {
"folder" : {
"folderName" : "Agent Notifications",
"folderId" : "4000000007021"
},
"replyToAddr" : null,
"templateName" : "Notify agent when a comment is deleted",
"recordType" : "tickets",
"subject" : "[##${Cases.Request Id}##] ${Cases.Recent Comment By} has deleted a comment in the ticket",
"departmentId" : "4000000007043",
"templateId" : "4000000007135",
"body" : "<table align=\"center\" border=\"0\" cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0px; background: rgb(242, 242, 242);\" width=\"100%\"><tbody><tr><td style=\"padding: 30.0px 20.0px;\" valign=\"top\"><table cellpadding=\"0\" cellspacing=\"0\" style=\"margin: 0.0px auto;\" width=\"90%\"><tbody><tr><td valign=\"top\" style=\"border: 1.0px solid rgb(218, 218, 218); background-color: #ffffff; padding: 30px;\"><div style=\"font-family: lucida grande, lucida sans, lucida sans unicode, arial, helvetica, verdana, sans-serif; font-size: 14px; line-height: 24px; font-weight: normal; color: rgb(34, 34, 34);\">${Cases.Recent Comment By} has deleted the following comment in the ticket, #${Cases.Request Id} ${Cases.Subject}.<br> <br>${Cases.Recent Comment}<br><br><br>${Cases.SUPPORT_PORTAL_BUTTON}</div> </td> </tr> <tr> <td style=\"padding-top: 5.0px;\" valign=\"top\"> </td> </tr> </tbody> </table> </td> </tr> </tbody> </table>",
"category" : "DEFAULT_TEMPLATE",
"fromId" : null,
"contentType" : "richtext",
"folderId" : "4000000007021"
} ]
Render an exisiting Template into reply
long
requiredThe id of the entity can be contact,ticket or account
String
optionalSource from which template content has to be rendered. Values can be TICKET_REPLY , NOTIFICATIONS , AUTOMATION_ALERTS , SLA
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"attachments" : [ {
"size" : "8842",
"name" : "ricktwo.jpeg",
"id" : "4000000132047"
} ],
"subject" : "My support Template",
"body" : "lakshmansupport1lakshmanvignesh<a target=\"_blank\" href=\"https://support.zoho.com/support/lakshmansupport1/ShowHomePage.do#Cases/dv/51123033fe97b2f8922ba57825f2f328\">MEOW Ticket</a> newuser+1105/30/2016 09:57 AMI am containing a content"
}
List the placeholders supported in emailTemplates
String
requiredTo get placeholders for this module.Allowed values are tickets,tasks,contacts,accounts,products,solutions,calls,events
Long
requiredTo get placeholders for this departmentId
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"supportedPlaceHolders" : [ {
"i18nFieldLabel" : "Priority",
"fieldLabel" : "Priority",
"placeHolder" : "${Cases.Priority}"
}, {
"i18nFieldLabel" : "Ticket Owner",
"fieldLabel" : "Case Owner",
"placeHolder" : "${Cases.Case Owner}"
}, {
"i18nFieldLabel" : "Status",
"fieldLabel" : "Status",
"placeHolder" : "${Cases.Status}"
}, {
"i18nFieldLabel" : "Contact Name",
"fieldLabel" : "Contact Name",
"placeHolder" : "${Cases.Contact Name}"
}, {
"i18nFieldLabel" : "Subject",
"fieldLabel" : "Subject",
"placeHolder" : "${Cases.Subject}"
}, {
"i18nFieldLabel" : "Product Name",
"fieldLabel" : "Product Name",
"placeHolder" : "${Cases.Product Name}"
}, {
"i18nFieldLabel" : "Product Name",
"fieldLabel" : "Product Name",
"placeHolder" : "${Cases.Product Name}"
}, {
"i18nFieldLabel" : "Resolution",
"fieldLabel" : "Resolution",
"placeHolder" : "${Cases.Resolution}"
} ],
"i18nModule" : "Tickets",
"module" : "Cases"
}, {
"supportedPlaceHolders" : [ {
"i18nFieldLabel" : "First Name",
"fieldLabel" : "First Name",
"placeHolder" : "${User.First Name}"
}, {
"i18nFieldLabel" : "Last Name",
"fieldLabel" : "Last Name",
"placeHolder" : "${User.Last Name}"
}, {
"i18nFieldLabel" : "Mobile",
"fieldLabel" : "Mobile",
"placeHolder" : "${User.Mobile}"
} ],
"i18nModule" : "Agent",
"module" : "User"
}, {
"supportedPlaceHolders" : [ {
"i18nFieldLabel" : "Organization Name",
"fieldLabel" : "Organization Name",
"placeHolder" : "${Organization.Organization Name}"
}, {
"i18nFieldLabel" : "Organization Logo",
"fieldLabel" : "Organization Logo",
"placeHolder" : "${Organization.Organization Logo}"
}, {
"i18nFieldLabel" : "City",
"fieldLabel" : "City",
"placeHolder" : "${Organization.City}"
} ],
"i18nModule" : "Organization",
"module" : "Organization"
} ]
}
Cloning an exisiting Template's attachments
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"data" : [ {
"size" : "10247",
"name" : "mortytwo.jpeg",
"parentAttachmentId" : "1000000211013",
"href" : "https://support.zoho.com/api/v1/uploads/1000000212005/content",
"clonedAttachmentId" : "1000000212005"
}, {
"size" : "11682",
"name" : "12img.png",
"parentAttachmentId" : "1000000211015",
"href" : "https://support.zoho.com/api/v1/uploads/1000000212007/content",
"clonedAttachmentId" : "1000000212007"
} ]
}
A pack of Email templates
Example
{ "folderDesc" : "contains details", "modifiedOn" : null, "createdBy" : "4000000008688", "folderAccessDetails" : { "teams" : [ "4000000008908" ], "roles" : [ "4000000023688" ], "type" : "restrictedAccess", "agents" : [ "4000000008688" ] }, "departmentId" : "4000000007039", "modifiedBy" : null, "folderName" : "New my Folder", "category" : "CUSTOM_FOLDER", "createdOn" : "2016-06-02T04:34:42.195Z", "templatesCount" : [ { "templateType" : "SMS", "count" : { "tickets" : "19", "calls" : "6", "solutions" : "0", "accounts" : "0", "contacts" : "0", "tasks" : "6", "events" : "6", "products" : "0" } }, { "templateType" : "Email", "count" : { "tickets" : "9", "calls" : "0", "solutions" : "0", "accounts" : "0", "contacts" : "0", "tasks" : "0", "events" : "0", "products" : "0" } } ], "folderId" : "4000000043001" }
Adding a Template Folder
string
required,name of the template folder
string
optional,the description of the folder
long
requiredthe id of the department
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"folderDesc" : "contains details",
"modifiedOn" : null,
"createdBy" : "4000000008688",
"folderAccessDetails" : {
"type" : "allAgents"
},
"departmentId" : "4000000007039",
"modifiedBy" : null,
"folderName" : "New my Folder",
"category" : "CUSTOM_FOLDER",
"createdOn" : "2016-06-02T04:34:42.195Z",
"folderId" : "4000000043001"
}
Listing a particular Template Folder
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : null,
"folderAccessDetails" : {
"type" : "allAgents"
},
"departmentId" : "1892000000082069",
"modifiedBy" : null,
"folderName" : "Public Email Templates",
"category" : "DEFAULT_FOLDER",
"createdOn" : null,
"folderId" : "1892000000082079"
}
Updating a Template Folder
string
optional,name of the template folder
string
optional,the description of the folder
long
optionalthe id of the department
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"folderDesc" : "contains details",
"modifiedOn" : "2016-06-02T04:56:34.846Z",
"createdBy" : "4000000008688",
"folderAccessDetails" : {
"type" : "allAgents"
},
"departmentId" : "4000000007039",
"modifiedBy" : "4000000008688",
"folderName" : "NEw Folder",
"category" : "CUSTOM_FOLDER",
"createdOn" : "2016-06-02T04:34:42.000Z",
"folderId" : "4000000043001"
}
Delete a Template Folder
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
List all Template Folders in alphabetical order
long
requiredthe corresponding department to be fetched
integer
required,from index, DEFAULT 1
integer
required,number of folders to be retrieved Range 1-50, DEFAULT 50
string
optional,Meta information related to the template Folder. Values allowed are:Â smsTemplatesCount, emailTemplatesCount. You can pass multiple values by separating them with commas in the API request.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
[ {
"folderDesc" : null,
"modifiedOn" : "2020-05-03T07:46:46.000Z",
"createdBy" : "11000000038001",
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "restrictedAccess",
"rolesAndSubordinates" : null,
"agents" : [ "11000000038001", "11000000058011" ]
},
"departmentId" : "11000000013068",
"modifiedBy" : "11000000038001",
"folderName" : "aaaa",
"category" : "CUSTOM_FOLDER",
"createdOn" : "2020-05-02T22:59:52.000Z",
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "1",
"calls" : "0",
"solutions" : "0",
"accounts" : "0",
"contacts" : "0",
"tasks" : "0",
"events" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000065077"
}, {
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : "11000000038001",
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "restrictedAccess",
"rolesAndSubordinates" : null,
"agents" : [ "11000000016526", "11000000038001" ]
},
"departmentId" : "11000000013068",
"modifiedBy" : null,
"folderName" : "accesible by agent1",
"category" : "CUSTOM_FOLDER",
"createdOn" : "2020-05-03T07:09:14.000Z",
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "2",
"calls" : "0",
"solutions" : "0",
"accounts" : "0",
"contacts" : "0",
"tasks" : "0",
"events" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000070193"
}, {
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : null,
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "allAgents",
"rolesAndSubordinates" : null,
"agents" : null
},
"departmentId" : "11000000013068",
"modifiedBy" : null,
"folderName" : "Agent Notification",
"category" : "DEFAULT_FOLDER",
"createdOn" : null,
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "13",
"kbCategory" : "10",
"calls" : "4",
"solutions" : "0",
"accounts" : "0",
"events" : "4",
"tasks" : "4",
"contacts" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000013052"
}, {
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : null,
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "allAgents",
"rolesAndSubordinates" : null,
"agents" : null
},
"departmentId" : "11000000013068",
"modifiedBy" : null,
"folderName" : "Contact Notification",
"category" : "DEFAULT_FOLDER",
"createdOn" : null,
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "9",
"calls" : "0",
"solutions" : "0",
"accounts" : "0",
"contacts" : "0",
"tasks" : "0",
"events" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000013048"
}, {
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : null,
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "allAgents",
"rolesAndSubordinates" : null,
"agents" : null
},
"departmentId" : "11000000013068",
"modifiedBy" : null,
"folderName" : "Public SMS Templates",
"category" : "DEFAULT_FOLDER",
"createdOn" : null,
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "0",
"calls" : "0",
"solutions" : "0",
"accounts" : "0",
"contacts" : "0",
"tasks" : "0",
"events" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000013046"
}, {
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : null,
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "allAgents",
"rolesAndSubordinates" : null,
"agents" : null
},
"departmentId" : "11000000013068",
"modifiedBy" : null,
"folderName" : "Secondary Contacts Notification",
"category" : "DEFAULT_FOLDER",
"createdOn" : null,
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "8",
"calls" : "0",
"solutions" : "0",
"accounts" : "0",
"contacts" : "0",
"tasks" : "0",
"events" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000013054"
}, {
"folderDesc" : null,
"modifiedOn" : null,
"createdBy" : null,
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "allAgents",
"rolesAndSubordinates" : null,
"agents" : null
},
"departmentId" : "11000000013068",
"modifiedBy" : null,
"folderName" : "Team Notification",
"category" : "DEFAULT_FOLDER",
"createdOn" : null,
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "6",
"calls" : "3",
"solutions" : "0",
"accounts" : "0",
"events" : "3",
"tasks" : "3",
"contacts" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000013050"
}, {
"folderDesc" : "tset",
"modifiedOn" : "2020-04-30T13:09:33.000Z",
"createdBy" : "11000000016526",
"folderAccessDetails" : {
"teams" : null,
"roles" : null,
"type" : "restrictedAccess",
"rolesAndSubordinates" : null,
"agents" : [ "11000000016526", "11000000038001" ]
},
"departmentId" : "11000000013068",
"modifiedBy" : "11000000016526",
"folderName" : "zzmyfolder",
"category" : "CUSTOM_FOLDER",
"createdOn" : "2020-04-30T10:38:15.000Z",
"templatesCount" : [ {
"templateType" : "Email",
"count" : {
"tickets" : "39",
"calls" : "0",
"solutions" : "0",
"accounts" : "0",
"contacts" : "0",
"tasks" : "0",
"events" : "0",
"products" : "0"
}
} ],
"folderId" : "11000000057021"
} ]
Bug tracker related REST API's
string
description of bug
string
Title of Bug
long
project Id of bug to file
long
threadId
string
Reporter Email
This API fetches support tickets associated with the Bug Id specified in the API request.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "123",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2018-06-21T16:16:16.000Z",
"id" : "104202000003153007",
"status" : "Open",
"commentCount" : "5"
}, {
"ticketNumber" : "456",
"subject" : "Problem while reset password.",
"dueDate" : "2018-07-21T16:16:16.000Z",
"id" : "104202000003153015",
"priority" : "High",
"status" : "Closed",
"commentCount" : "3"
} ]
}
Ticket count refers to the number of tickets raised across all the departments in your help desk.
Note:
1. Query parameters, especially those of string type, pertaining to count APIs must be URL-encoded.
2. New resources added to your help desk might take some time to be indexed for search. Therefore, if API responses do not reflect the updated ticket count, wait for a few minutes and try again.
Example of CustomField Data Without URL Encoding:
customField1=cf_ModelName:F3z3
customField2=cf_phone:9022334455
customField3=cf_permanentAddress: Wall Street
Example of CustomField Data with URL Encoding:
customField1=cf_ModelName%3AF3z3
customField2=cf_phone%3A9022334455
customField3=cf_permanentAddress%3AWall%20Street
This API returns the ticket count of your help desk.
long
optionalID of the department from which ticket count must be fetched. If you do not pass this parameter in the API request, ticket count across all departments will be returned.Â
long
optionalID of the agent assigned to resolve the ticket
long
optionalID of the contact who raised the ticket
String
optionalCategory of the ticket
String
optionalUser-defined field in the ticket
String
optionalUser-defined field in the ticket
String
optionalUser-defined field in the ticket
timestamp
optionalKey that filters tickets created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters tickets modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
OAuth Scope
Desk.search.READ , Desk.tickets.READ
Request Example
Response Example
{
"count" : 200
}
This API returns the ticket count of your help desk, filtered by a specific field.
long
optionalID of the department from which ticket count must be fetched. If you do not pass this parameter in the API request, ticket count across all departments will be returned.Â
long
optionalID of the agent assigned to resolve the ticket
long
optionalID of the contact who raised the ticket
long
optionalID of the account to which the ticket is mapped
String
optionalCategory of the ticket
String
optionalUser-defined field in the ticket
String
optionalUser-defined field in the ticket
String
optionalUser-defined field in the ticket
timestamp
optionalKey that filters tickets created in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, createdTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
timestamp
optionalKey that filters tickets modified in a particular period of time. Enter the from and to dates in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ; for example, modifiedTimeRange=2017-11-05T00:00:00.000Z,2018-09-05T23:59:00.000Z
String
requiredField by which the ticket count must be filtered. Values allowed are. status, priority, channel, statusType, spam, escalated, overDue
OAuth Scope
Desk.search.READ , Desk.tickets.READ
Request Example
Response Example
{
"overDue" : 2,
"statusType" : [ {
"count" : "13",
"value" : "OPEN"
}, {
"count" : "0",
"value" : "ONHOLD"
}, {
"count" : "0",
"value" : "CLOSED"
} ],
"escalated" : 10,
"channel" : [ {
"count" : "6",
"value" : "twitter"
}, {
"count" : "3",
"value" : "forums"
}, {
"count" : "2",
"value" : "chat"
}, {
"count" : "2",
"value" : "web"
} ],
"priority" : [ {
"count" : "8",
"value" : "high"
}, {
"count" : "5",
"value" : "medium"
} ],
"spam" : 10,
"status" : [ {
"count" : "9",
"value" : "open"
}, {
"count" : "4",
"value" : "escalated"
} ]
}
Jira, developed by Atlassian, is one of the leading bug-tracking tools in the industry. Jira’s integration with Zoho Desk helps in instantly filing issues in Jira right from a customer support ticket in Desk. These APIs pertain to the integration between these tools.
Example
{ "issueId" : "10010", "issueKey" : "SD-5", "componentId" : "[]", "reporter" : { "name" : "Albertjoseph", "key" : "admin" }, "priority" : { "name" : "high", "id" : "3" }, "transitionInfo" : [ { "issueStatusCategory" : "new", "issueStatus" : "Backlog", "transitionId" : "11" }, { "issueStatusCategory" : "done", "issueStatus" : "Done", "transitionId" : "13" } ], "issueType" : "Task", "deskCustomFieldId" : "customField_10366", "projectKey" : "SD", "mandatoryFields" : [ { "type" : "string", "value" : "sample", "key" : "labels" } ], "assignee" : { "name" : "Albertjoseph", "key" : "admin" }, "ticketId" : "15433022532322", "issueDescription" : "TEST", "issueSummary" : "Boston testing" }
This API fetches support tickets associated with the Jira issue specified in the API request.
long
optionalStart index
long
optional,length of the response
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "123",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2018-06-21T16:16:16.000Z",
"id" : "104202000003153007",
"assignee" : {
"firstName" : "Robert",
"lastName" : "John"
},
"priority" : "High",
"status" : "Open",
"commentCount" : "5"
}, {
"ticketNumber" : "456",
"subject" : "Problem while reset password.",
"dueDate" : "2018-07-21T16:16:16.000Z",
"id" : "104202000003153015",
"assignee" : {
"firstName" : "Steve",
"lastName" : "Smith"
},
"priority" : "High",
"status" : "Closed",
"commentCount" : "3"
} ]
}
Gamification refers to the concept of applying game-based practices, principles, and incentives for non-game activities in any environment. This is generally done in the form of providing points, virtual badges and trophies, and so on to individuals who show deep involvement in the activity. In Zoho Desk, gamification is currently available in the user community. End-customers who actively participate in community forum discussions receive badges and credits and move up from one level to the next when they fulfill certain conditions. The expected outcome of gamification in this context is more solutions from customers and lesser burden on support agents.
This API lists a particular number of default and custom badges, based on the limit defined.
Integer
required,Index number starting from which the badges must be listed
Integer
required,Number of badges to list
string
optional,Type of badge: default or custom
OAuth Scope
Desk.settings.READ
Request Example
Response Example
[ {
"name" : "Badge 1",
"isCustom" : "false",
"description" : "Best Contributor",
"levelName" : null,
"id" : "1",
"iconUrl" : "https://www.zylker.com/badge1.jpg"
} ]
This API adds a badge to your user community.
string
required,Name of the badge
string
optional,Description of the badge
boolean
requiredKey that specifies if the badge is user-defined or not
int
optionalID of the file attachment that contains the badge icon
int
optionalID of the default icon
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"name" : "Badge 1",
"isCustom" : "true",
"description" : "Best Contributor",
"levelName" : null,
"id" : "1",
"iconUrl" : "https://www.zylker.com/badge1.jpg"
}
This API updates the details of a badge.
string
required,Name of the badge
string
optional,Description of the badge
int
optionalID of the file attachment that contains the badge icon
int
optionalID of the default icon
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"name" : "Badge 2",
"isCustom" : "true",
"description" : "Top Contributor",
"levelName" : null,
"id" : "3000000000010",
"iconUrl" : "https://www.zylker.com/badge2.jpg"
}
This API deletes a badge from the user community.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API lists a particular number of levels, based on the limit defined.
Integer
required,Index number, starting from which the levels must be listed
Integer
required,Number of limits to list
OAuth Scope
Desk.settings.READ
Request Example
Response Example
[ {
"badge" : {
"name" : "Best Contributor",
"id" : "3000000000345",
"iconUrl" : "https://www.zylker.com/badge1.jpg"
},
"pointsToReach" : "200",
"name" : "Level 1",
"description" : "Beginner",
"id" : "3000000000335"
} ]
This API adds a level to the user community.
string
required,Name of the level
string
optional,Description of the level
long
optionalID of the badge to associate with the level
double
requiredMinimum number of credits a user needs to reach the level
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"badge" : {
"name" : "Best Contributor",
"id" : "3000000000395",
"iconUrl" : "https://www.zylker.com/badge1.jpg"
},
"pointsToReach" : "200",
"name" : "Level 1",
"description" : "Beginner",
"id" : "1"
}
This API updates the details of a level.
string
required,Name of the level
string
optional,Description of the level
long
optionalID of the badge to associate with the level
double
requiredMinimum number of credits a user needs to reach the level
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"badge" : {
"name" : "Best Contributor",
"id" : "3000000000356",
"iconUrl" : "https://www.zylker.com/badge1.jpg"
},
"pointsToReach" : "300",
"name" : "Level2",
"description" : "Beginner",
"id" : "3000000000345"
}
This API deletes a level from the user community.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API lists a particular number of creditworthy activities, based on the limit defined.
Integer
required,Index number, starting from which the activities must be listed
Integer
required,Number of activities to list
string
optional,Type of creditworthy activity: default of custom
OAuth Scope
Desk.settings.READ
Request Example
Response Example
[ {
"isEnabled" : "true",
"name" : "Post Idea",
"isCustom" : "false",
"description" : "Post an Idea to get 100 points",
"id" : "3000000000315",
"points" : "100"
}, {
"isEnabled" : "true",
"name" : "Post Question",
"isCustom" : "false",
"description" : "Post a Question to get 50 points",
"id" : "3000000000320",
"points" : "50"
} ]
This API adds a creditworthy activity to the user community.
string
required,Name of the creditworthy activity
string
optional,Description of the creditworthy activity
double
requiredNumber of credits associated with the activity
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"isEnabled" : "true",
"name" : "Custom Credit",
"isCustom" : "true",
"description" : "This is given to the people who have attended Webinar",
"id" : "3000000000343",
"points" : "100"
}
This API updates a creditworthy activity.
string
required,Name of the creditworthy activity
string
optional,Description of the creditworthy activity
boolean
optionalKey that specifies if the activity is enabled or not
double
requiredNumber of credits associated with the activity
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"isEnabled" : "true",
"name" : "Active User",
"isCustom" : "true",
"description" : "This is given to the people who are highly active",
"id" : "3000000000335",
"points" : "200"
}
This API deletes a creditworthy activity from the user community.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
200
This API lists a particular number of users with credits, based on the limit defined.
Integer
required,Index number, starting from which the users must be listed
Integer
required,Number of users to list
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"users" : [ {
"name" : "Jade Tywin",
"id" : "3000000000485"
}, {
"name" : "Steve",
"id" : "3000000000487"
} ]
}
This API adds the users specified in the request to the credit holders list.
list
requiredIDs of the users who must be added as credit holders
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
This API removes users from the custom holders list.
list
requiredIDs of the users who must be added as credit holders
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
This API lists a particular number of users with badges, based on the limit defined.
Integer
required,Index number, starting from which the users must be listed
Integer
required,Number of users to list
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"users" : [ {
"name" : "Jade Tywin",
"id" : "3000000000455"
}, {
"name" : "Steve",
"id" : "3000000000385"
} ]
}
This API adds the users specified in the request to the badge holders list.
list
requiredIDs of the users who must be added as badge holders
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
This API removes users from the badge holders list.
list
requiredIDs of the users who must be added as badge holders
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
200
This API lists all icons that are not assigned to any badges in the user community.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
[ {
"id" : "3000000000234",
"iconUrl" : "https://www.zylker.com/pic1.jpg"
}, {
"id" : "3000000000722",
"iconUrl" : "https://www.zylker.com/pic2.jpg"
} ]
Holiday list refers to the list of public holidays applicable to your help desk. In Zoho Desk, you can configure multiple holiday lists, based on the regions you cater to. Holiday lists are factored in calculating the due time for responding to and resolving tickets. They play a critical role in time tracking and SLAs. You can associate a holiday list with multiple business hour sets, but each business hour set can include only one holiday list.
String
Name of the holiday list
String
Activation status of the holiday list. Values allowed are ACTIVE and INACTIVE
list
IDs of the business hour sets associated with the holiday list
Example
{ "modifiedTime" : "2018-12-03T07:16:54.223Z", "associatedBusinessHours" : [ { "businessHourStatus" : "ACTIVE", "businessHourId" : "4000000101005", "businessHourName" : "Dual Write OFF 2" }, { "businessHourStatus" : "INACTIVE", "businessHourId" : "4000000101009", "businessHourName" : "Dual Write OFF 3 to ON via Update" } ], "holidays" : [ { "from" : "03-26", "to" : "03-26", "holidayName" : "Regional Holidays" }, { "from" : "12-05", "to" : "12-05", "holidayName" : "November Holidays" } ], "createdBy" : "4000000016079", "name" : "General HolidayList", "createdTime" : "2018-11-28T13:04:53.327Z", "modifiedBy" : "4000000016079", "id" : "4000000105030", "status" : "ACTIVE" }
This API creates a holiday list in your help desk portal
String
requiredName of the holiday list
list
requiredHolidays to define in the list
String
requiredActivation status of the holiday list. Values allowed are ACTIVE and INACTIVE
list
optionalIDs of the business hour sets associated with the holiday list
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2018-12-10T10:36:53.136Z",
"associatedBusinessHours" : [ {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101003",
"businessHourName" : "UK Day Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101005",
"businessHourName" : "Indian Night Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000103001",
"businessHourName" : "UK Night Shift"
} ],
"holidays" : [ {
"from" : "02-20",
"to" : "02-21",
"holidayName" : "Holiday1"
}, {
"from" : "03-26",
"to" : "03-26",
"holidayName" : "Holiday2"
}, {
"from" : "12-24",
"to" : "12-25",
"holidayName" : "Christmas Holidays"
} ],
"createdBy" : "4000000016079",
"name" : "My Company Holidays",
"createdTime" : "2018-12-10T10:36:53.136Z",
"modifiedBy" : "4000000016079",
"id" : "4000000191371",
"status" : "ACTIVE"
}
This API fetches the details of a holiday list configured in your help desk portal
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2018-12-10T10:36:53.136Z",
"associatedBusinessHours" : [ {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101003",
"businessHourName" : "UK Day Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101005",
"businessHourName" : "Indian Night Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000103001",
"businessHourName" : "UK Night Shift"
} ],
"holidays" : [ {
"from" : "02-20",
"to" : "02-21",
"holidayName" : "Holiday1"
}, {
"from" : "03-26",
"to" : "03-26",
"holidayName" : "Holiday2"
}, {
"from" : "12-24",
"to" : "12-25",
"holidayName" : "Christmas Holidays"
} ],
"createdBy" : "4000000016079",
"name" : "My Company Holidays",
"createdTime" : "2018-12-10T10:36:53.136Z",
"modifiedBy" : "4000000016079",
"id" : "4000000191371",
"status" : "ACTIVE"
}
This API updates the details of a holiday list configured in your help desk portal
String
optionalName of the holiday list
list
optionalHolidays to define in the list
String
optionalActivation status of the holiday list. Values allowed are ACTIVE and INACTIVE
list
optionalIDs of the business hour sets associated with the holiday list
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2018-12-10T10:44:46.247Z",
"associatedBusinessHours" : [ {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101003",
"businessHourName" : "UK Day Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000103001",
"businessHourName" : "UK Night Shift"
} ],
"holidays" : [ {
"from" : "02-20",
"to" : "02-21",
"holidayName" : "Holiday1"
}, {
"from" : "03-26",
"to" : "03-26",
"holidayName" : "Holiday2"
}, {
"from" : "12-24",
"to" : "12-25",
"holidayName" : "Christmas Holidays"
} ],
"createdBy" : "4000000016079",
"name" : "My Holidays",
"createdTime" : "2018-12-10T10:36:53.136Z",
"modifiedBy" : "4000000016079",
"id" : "4000000191371",
"status" : "ACTIVE"
}
This API deletes a holiday list from your help desk portal
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
This API lists a particular number of holiday lists, based on the limit specified
integer
optionalIndex number, starting from which the holiday lists must be listed
integer
optional,Number of holiday lists to list
String
optionalActivation status of the holiday list. Values allowed are ACTIVE and INACTIVE
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2018-12-10T10:48:48.772Z",
"associatedBusinessHours" : [ {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101003",
"businessHourName" : "UK Day Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000103001",
"businessHourName" : "UK Night Shift"
}, {
"businessHourStatus" : "ACTIVE",
"businessHourId" : "4000000101005",
"businessHourName" : "Indian Night Shift"
} ],
"createdBy" : "4000000016079",
"name" : "My Company Holidays",
"createdTime" : "2018-12-10T10:48:48.772Z",
"modifiedBy" : "4000000016079",
"id" : "4000000191456",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2018-12-10T10:35:36.071Z",
"associatedBusinessHours" : [ ],
"createdBy" : "4000000016079",
"name" : "My Holidays",
"createdTime" : "2018-12-10T10:35:36.071Z",
"modifiedBy" : "4000000016079",
"id" : "4000000191337",
"status" : "INACTIVE"
}, {
"modifiedTime" : "2018-12-04T14:56:17.481Z",
"associatedBusinessHours" : [ ],
"createdBy" : "4000000016079",
"name" : "Overlapping Holidays",
"createdTime" : "2018-12-03T13:27:30.454Z",
"modifiedBy" : "4000000016079",
"id" : "4000000117001",
"status" : "INACTIVE"
}, {
"modifiedTime" : "2018-12-03T07:16:54.223Z",
"associatedBusinessHours" : [ {
"businessHourStatus" : "INACTIVE",
"businessHourId" : "4000000101009",
"businessHourName" : "Indian Shift"
} ],
"createdBy" : "4000000016079",
"name" : "General HolidayList",
"createdTime" : "2018-11-28T13:04:53.327Z",
"modifiedBy" : "4000000016079",
"id" : "4000000105030",
"status" : "ACTIVE"
} ]
}
Notifications are automated messages that alert end-users, including contacts and agents, of any support-related activities or updates
String
Name of the department in which the notification is configured
String
Channel through which the ticket was received
String
Serial number of the ticket in the help desk portal
Long
ID of the ticket
String
Subject of the ticket
Long
ID of the thread
String
Error message in the email delivery failure thread
String
Reason for email delivery failure
String
Description of the approval
Example
{ "departmentName" : "Sales", "threadId" : "4000002350527", "requester" : { "firstName" : "", "lastName" : "Smith", "photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo", "id" : "5000000012902", "email" : null }, "ticketNumber" : "102", "reason" : "452 4.3.1 Temporary System Error", "subject" : "zPhone not working", "departmentId" : "4000000019077", "channel" : "EMAIL", "errorMessage" : "Error while processing the request! Unable to send message;", "assignee" : { "firstName" : "John", "lastName" : "Carol", "photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo", "id" : "1892000000056007", "email" : "carol@zylker.com" }, "ticketId" : "4000000014345" }
This API lists the email delivery failure alerts configured in a particular department.
String
requiredID of the department from which the email delivery failure alerts must be fetched. You can pass a specific department ID or allDepartment in the API request.
Integer
optionalIndex number, starting from which the alerts must be listed
Integer
optional,Number of alerts to list
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"departmentName" : "Sales",
"threadId" : "4000002350527",
"ticketNumber" : "102",
"reason" : "452 4.3.1 Temporary System Error",
"subject" : "zPhone not working",
"departmentId" : "4000000019077",
"channel" : "EMAIL",
"errorMessage" : "Error while processing the request! Unable to send message;",
"assignee" : {
"firstName" : "John",
"lastName" : "Carol",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo",
"id" : "1892000000056007",
"email" : "carol@zylker.com"
},
"ticketId" : "4000000014345"
}, {
"departmentName" : "Marketing",
"threadId" : "4000002353427",
"ticketNumber" : "102",
"reason" : "Email reply failed from being sent! Momentary issues with the mail server, Try resending this email again.",
"subject" : "zPhone not working",
"departmentId" : "4000000019067",
"channel" : "TWITTER",
"errorMessage" : "null",
"assignee" : {
"firstName" : "John",
"lastName" : "Carol",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo",
"id" : "1892000000056007",
"email" : "carol@zylker.com"
},
"ticketId" : "4000000014335"
} ]
}
This API deletes all email delivery failure alerts configured in a particular department.
String
requiredID of the department from which the email delivery failure alerts must be deleted. You can pass a specific department ID or allDepartment in the API request
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
204
This API lists the pending approvals for a given user
integer
optional,Index number, starting from which the pending approvals for a give user must be fetched.
String
requiredID of the department from which pending approvals must be fetched. You can pass a specific department ID or allDepartment in the API request.
integer
required,Number of pending approvals to list
string
optional,Sort by a specific attribute: createdTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"myPendingApprovals" : [ {
"departmentName" : "Sales",
"requester" : {
"firstName" : "",
"lastName" : "Smith",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012902/photo",
"id" : "5000000012902",
"email" : null
},
"ticketNumber" : "102",
"subject" : "Sample subject",
"departmentId" : "4000000019077",
"createdTime" : "2019-06-21T13:16:14.000Z",
"description" : "Sample description",
"id" : "4000002350527",
"ticketId" : "4000002350527"
}, {
"departmentName" : "Marketing",
"requester" : {
"firstName" : "",
"lastName" : "John",
"photoURL" : "https://desk.zoho.com/api/v1/agent/5000000012932/photo",
"id" : "5000000012932",
"email" : null
},
"ticketNumber" : "102",
"subject" : "Sample subject",
"departmentId" : "4000000019067",
"createdTime" : "2019-06-21T13:16:14.000Z",
"description" : "",
"id" : "4000002350527",
"ticketId" : "4000000014335"
} ],
"assignee" : {
"firstName" : "John",
"lastName" : "Carol",
"photoURL" : "https://desk.zoho.com/api/v1/agents/1892000000056007/photo",
"id" : "1892000000056007",
"email" : "carol@zylker.com"
}
}
Data sharing rules refer to user permissions related to viewing and/or editing resources in the different modules in Zoho Desk.
string
Data sharing rules related to SLA contracts
string
Data sharing rules related to tickets
string
Data sharing rules related to contacts
string
Data sharing rules related to accounts
string
Data sharing rules related to products
string
Data sharing rules related to tasks
string
Data sharing rules related to calls
string
Data sharing rules related to events
string
Data sharing rules related to custom module
Example
{ "tickets" : "public", "calls" : "public read only", "accounts" : "public read only", "contracts" : "private", "contacts" : "public", "tasks" : "private", "events" : "public", "products" : "public" }
This API fetches the different data sharing rules configured in your help desk portal.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"tickets" : "public",
"calls" : "public read only",
"accounts" : "public read only",
"contracts" : "private",
"contacts" : "public",
"tasks" : "private",
"events" : "public",
"products" : "public"
}
This API updates the data sharing rules configured in your help desk portal.
string
optional,Data sharing rules related to SLA contracts
string
optional,Data sharing rules related to tickets
string
optional,Data sharing rules related to contacts
string
optional,Data sharing rules related to accounts
string
optional,Data sharing rules related to products
string
optional,Data sharing rules related to tasks
string
optional,Data sharing rules related to calls
string
optional,Data sharing rules related to events
string
optional,Data sharing rules related to custom module
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
Finance related REST API's
This will update status of estimate.
string
optional,status to be updated
OAuth Scope
Desk.integrations.UPDATE
Request Example
Response Example
204
To list invoices.
long
optionalTo fetch invoice by desk contact or account or ticket id
String
requiredDesk Module Name: Contacts or Cases or Accounts
long
optionalDepartment Id
string
optional,To fetch invoice by status, Available status are sent, draft, overdue, paid, void, unpaid, partially_paid and viewed
integer
optionalpage number
OAuth Scope
Desk.integrations.READ
Request Example
Response Example
{
"deskEntityId" : "5000000014010",
"data" : [ {
"date" : "2018-09-23",
"total" : 117,
"isViewdByClient" : false,
"totalFormatted" : "AED117.00",
"invoiceNumber" : "INV-000025",
"id" : "1332784000000108001",
"dateFormatted" : "23 Sep 2018",
"currencyCode" : "AED",
"statusFormatted" : "Draft",
"status" : "draft"
} ],
"deskModuleName" : "Contacts"
}
This will update status of invoice.
string
optional,status to be updated
OAuth Scope
Desk.integrations.UPDATE
Request Example
Response Example
204
This will update status of invoice to sent.
JSONArray
optionalid of the invoice or estimate
OAuth Scope
Desk.integrations.CREATE
Request Example
Response Example
204
To list estimates.
long
optionalTo fetch estimates by desk contact or account or ticket id
String
requiredDesk Module Name. allowed modules are Contacts, Cases, Accounts
string
optional,To fetch estimates by status, Available status are draft, sent, invoiced , accepted, declined and expired
integer
optionalpage number
OAuth Scope
Desk.integrations.READ
Request Example
Response Example
{
"deskEntityId" : "5000000014010",
"data" : [ {
"date" : "2018-09-23",
"total" : 117,
"isViewdByClient" : false,
"estimateNumber" : "INV-000025",
"totalFormatted" : "AED117.00",
"id" : "1332784000000108001",
"dateFormatted" : "23 Sep 2018",
"currencyCode" : "AED",
"statusFormatted" : "Draft",
"status" : "draft"
} ],
"deskModuleName" : "Contacts"
}
To get associated tickets for invoice id.
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"ticketNumber" : "123",
"subject" : "Hi. There is a sudden delay in the processing of the orders. Check this with high priority",
"dueDate" : "2018-06-21T16:16:16.000Z",
"id" : "104202000003153007",
"assignee" : {
"firstName" : "Robert",
"lastName" : "John"
},
"priority" : "High",
"status" : "Open",
"commentCount" : "5"
}, {
"ticketNumber" : "456",
"subject" : "Problem while reset password.",
"dueDate" : "2018-07-21T16:16:16.000Z",
"id" : "104202000003153015",
"assignee" : {
"firstName" : "Steve",
"lastName" : "Smith"
},
"priority" : "High",
"status" : "Closed",
"commentCount" : "3"
} ]
}
Agent availability refers to your support agents' presence for responding to customers.
This API updates the agent availability setting configured in your help desk portal.
boolean
optionalKey that specifies if idle agents should be marked as offline after a particular duration.
int
optional,Duration after which idle agents should be marked as offline. The value can range from 1 to 540.
OAuth Scope
Desk.settings.UPDATE , Desk.basic.UPDATE
Request Example
Response Example
204
This API fetches the agent availability setting configured in your help desk portal.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"agentIdleTime" : "30",
"treatIdleAgentsAsOffline" : true
}
This API lists the current availability of agents in a particular department.
long
requiredID of the department from which the availability details should be fetched. To include all accessible departments, pass the value of this key as -1.
String
optionalKey that includes additional, channel-specific information. Values allowed are: mailStatus, phoneStatus, phoneMode, chatStatus, and presenceStatus.
integer
required,Number of agents to list. The default and the maximum value allowed is 20.
integer
required,Index number, starting from which the agents must be fetched. The default value is 0 and the maximum value allowed is 5999.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"chatStatus" : "OFFLINE",
"agentId" : "892000000008734",
"phoneMode" : "WEB",
"phoneStatus" : "OFFLINE",
"mailStatus" : "OFFLINE",
"presenceStatus" : "ONLINE",
"status" : "OFFLINE"
}, {
"chatStatus" : "ONLINE",
"agentId" : "8920000000056010",
"phoneMode" : "WEB",
"phoneStatus" : "ONLINE",
"mailStatus" : "OFFLINE",
"presenceStatus" : "ONLINE",
"status" : "ONLINE"
} ],
"totalAgentsCount" : "2",
"hasMore" : false
}
This API lists the agents who are currently online in a particular department.
long
requiredID of the department from which the availability details should be fetched. To include all accessible departments, pass the value of this key as -1.
String
optionalKey that includes additional, channel-specific information. Values allowed are: mailStatus, phoneStatus, phoneMode, chatStatus, and presenceStatus.
integer
required,Number of agents to list. The default value is 20 and the maximum value allowed is 6000.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"chatStatus" : "ONLINE",
"agentId" : "892000000008734",
"phoneMode" : "WEB",
"phoneStatus" : "ONLINE",
"mailStatus" : "OFFLINE",
"presenceStatus" : "ONLINE",
"status" : "ONLINE"
}, {
"chatStatus" : "ONLINE",
"agentId" : "8920000000056010",
"phoneMode" : "WEB",
"phoneStatus" : "ONLINE",
"mailStatus" : "OFFLINE",
"presenceStatus" : "ONLINE",
"status" : "ONLINE"
} ],
"totalAgentsCount" : "2",
"hasMore" : false
}
This API lists the agents who are currently offline in a particular department.
long
requiredID of the department from which the availability details should be fetched. To include all accessible departments, pass the value of this key as -1.
String
optionalKey that includes additional, channel-specific information. Values allowed are: mailStatus, phoneStatus, phoneMode, chatStatus, and presenceStatus.
integer
required,Number of agents to list. The default value is 20 and the maximum value allowed is 6000.
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"data" : [ {
"chatStatus" : "ONLINE",
"agentId" : "892000000008734",
"phoneMode" : "WEB",
"phoneStatus" : "ONLINE",
"mailStatus" : "OFFLINE",
"presenceStatus" : "OFFLINE",
"status" : "OFFLINE"
}, {
"chatStatus" : "ONLINE",
"agentId" : "8920000000056010",
"phoneMode" : "WEB",
"phoneStatus" : "ONLINE",
"mailStatus" : "OFFLINE",
"presenceStatus" : "OFFLINE",
"status" : "OFFLINE"
} ],
"totalAgentsCount" : "2",
"hasMore" : false
}
A Common API to get various limits for Automation Features.
Example
{ "featureName" : "workflows", "maxTotalCount" : "40", "maxActiveCount" : "20", "usedCountInfo" : { "usedTotalCount" : "3", "usedActiveCount" : "2" } }
This API is used to Get Automation Feature Limits, For BusinessHours and HoldiayList, There are no mandatory params, For Workflows valid and mandatory params are module and departmentId, Valid module param values for Workflows are tickets,contacts,contracts,accounts,tasks,products,timeEntry. For Skills and SkillTye departmentId is mandatory param
long
optionalDepartment Id
String
optionalModule, allowed values tickets,contacts,contracts,accounts,tasks,products,timeEntry,events,calls,customModule
String
requiredFeature, allowed values businesshours,holidaylist,Skills,SkillType,workflows,blueprints,automationAlerts,fieldUpdates,automationTasks,customFunctions
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"featureName" : "workflows",
"maxTotalCount" : "40",
"maxActiveCount" : "20",
"usedCountInfo" : {
"usedTotalCount" : "3",
"usedActiveCount" : "2"
}
}
Skills, They are area of expertises which can be mapped with Tickets and Agents
String
Name of the skill
String
description of the skill
String
Values allowed are ACTIVE and INACTIVE
long
ID of the Skill Type
Example
{ "modifiedTime" : "2020-07-23T13:03:12.994Z", "agentIds" : [ "1000000000059" ], "skillType" : { "skillTypeId" : "1000000173001", "skillTypeName" : "Country" }, "orderId" : "2", "criteria" : { "fieldConditions" : [ { "displayValue" : [ "Russia" ], "condition" : "is", "fieldName" : "Subject", "fieldModule" : "tickets", "value" : [ "Russia" ] }, { "displayValue" : [ "987532114" ], "condition" : "is", "fieldName" : "Phone", "fieldModule" : "tickets", "value" : [ "987532114" ] } ], "pattern" : "(1or2)" }, "departmentId" : "1000000013248", "description" : "Country is Russia", "skillTypeId" : "1000000173001", "createdBy" : "1000000000059", "name" : "Russia", "createdTime" : "2020-07-23T13:03:12.994Z", "modifiedBy" : "1000000000059", "id" : "1000000173047", "status" : "ACTIVE" }
This API Creates a skill
String
requiredName of the skill
String
optionaldescription of the skill
String
requiredValues allowed are ACTIVE and INACTIVE
long
requiredID of the Skill Type
list
requiredThe criteria details for the skill
list
optionalIDs of the agents mapped with the skill
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2020-07-23T12:44:42.574Z",
"agentIds" : [ ],
"skillType" : {
"skillTypeId" : "1000000173001",
"skillTypeName" : "Country"
},
"orderId" : "1",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "India" ],
"condition" : "is",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "India" ]
}, {
"displayValue" : [ "987532114" ],
"condition" : "is",
"fieldName" : "Phone",
"fieldModule" : "tickets",
"value" : [ "987532114" ]
} ],
"pattern" : "(1or2)"
},
"departmentId" : "1000000013248",
"description" : "Country is India",
"skillTypeId" : "1000000173001",
"createdBy" : "1000000000059",
"name" : "India",
"createdTime" : "2020-07-23T12:44:42.574Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173029",
"status" : "ACTIVE"
}
This API Gets the details of a skill
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2020-07-23T13:08:36.093Z",
"agentIds" : [ "1000000000059" ],
"skillType" : {
"skillTypeId" : "1000000173013",
"skillTypeName" : "Language"
},
"orderId" : "5",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "Malayalam" ],
"condition" : "contains",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "Malayalam" ]
} ],
"pattern" : "1"
},
"departmentId" : "1000000013248",
"description" : "Language is Malayalam",
"skillTypeId" : "1000000173013",
"createdBy" : "1000000000059",
"name" : "Malayalam",
"createdTime" : "2020-07-23T13:08:36.093Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173145",
"status" : "ACTIVE"
}
This API Updates a skill
String
optionalName of the skill
String
optionaldescription of the skill
String
optionalValues allowed are ACTIVE and INACTIVE
long
optionalID of the Skill Type
list
optionalThe criteria details for the skill
list
optionalIDs of the agents mapped with the skill
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-07-23T13:08:36.093Z",
"agentIds" : [ "1000000000059" ],
"skillType" : {
"skillTypeId" : "1000000173013",
"skillTypeName" : "Language"
},
"orderId" : "5",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "Malayalam" ],
"condition" : "contains",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "Malayalam" ]
} ],
"pattern" : "1"
},
"departmentId" : "1000000013248",
"description" : "Malayali",
"skillTypeId" : "1000000173013",
"createdBy" : "1000000000059",
"name" : "Malayalam",
"createdTime" : "2020-07-23T13:08:36.093Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173145",
"status" : "ACTIVE"
}
This API deletes a skill from your help desk portal
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
This API lists all skills in a department
long
requiredDepartment Id
integer
optionalIndex number, starting from which the skills must be listed
integer
optional,Number of skill to list, allowed minimum value 1, maximum value 100,default is 100
String
optionalActive inactive filter for Skills. Values allowed are ACTIVE and INACTIVE
String
optionalSearch string, Used to filter skills by name starting with this string
long
optionalSkill Type Id, to Filter Skills by SkillType
long
optionalThe IDs of the skills to list separated by commas. You can pass upto 50 IDs.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2020-07-23T12:44:42.574Z",
"agentIds" : [ ],
"skillType" : {
"skillTypeId" : "1000000173001",
"skillTypeName" : "Country"
},
"orderId" : "1",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "India" ],
"condition" : "is",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "India" ]
}, {
"displayValue" : [ "987532114" ],
"condition" : "is",
"fieldName" : "Phone",
"fieldModule" : "tickets",
"value" : [ "987532114" ]
} ],
"pattern" : "(1or2)"
},
"departmentId" : "1000000013248",
"description" : "Country is India",
"skillTypeId" : "1000000173001",
"createdBy" : "1000000000059",
"name" : "India",
"createdTime" : "2020-07-23T12:44:42.574Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173029",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2020-07-23T13:03:12.994Z",
"agentIds" : [ "1000000000059" ],
"skillType" : {
"skillTypeId" : "1000000173001",
"skillTypeName" : "Country"
},
"orderId" : "2",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "Russia" ],
"condition" : "is",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "Russia" ]
}, {
"displayValue" : [ "987532114" ],
"condition" : "is",
"fieldName" : "Phone",
"fieldModule" : "tickets",
"value" : [ "987532114" ]
} ],
"pattern" : "(1or2)"
},
"departmentId" : "1000000013248",
"description" : "Country is Russia",
"skillTypeId" : "1000000173001",
"createdBy" : "1000000000059",
"name" : "Russia",
"createdTime" : "2020-07-23T13:03:12.994Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173047",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2020-07-23T13:07:51.838Z",
"agentIds" : [ "1000000000059" ],
"skillType" : {
"skillTypeId" : "1000000173013",
"skillTypeName" : "Language"
},
"orderId" : "3",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "English" ],
"condition" : "contains",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "English" ]
} ],
"pattern" : "1"
},
"departmentId" : "1000000013248",
"description" : "Language is English",
"skillTypeId" : "1000000173013",
"createdBy" : "1000000000059",
"name" : "English",
"createdTime" : "2020-07-23T13:07:51.838Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173097",
"status" : "ACTIVE"
}, {
"modifiedTime" : "2020-07-23T13:08:16.891Z",
"agentIds" : [ "1000000000059" ],
"skillType" : {
"skillTypeId" : "1000000173013",
"skillTypeName" : "Language"
},
"orderId" : "4",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "Tamil" ],
"condition" : "contains",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "Tamil" ]
} ],
"pattern" : "1"
},
"departmentId" : "1000000013248",
"description" : "Language is Tamil",
"skillTypeId" : "1000000173013",
"createdBy" : "1000000000059",
"name" : "Tamil",
"createdTime" : "2020-07-23T13:08:16.891Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173121",
"status" : "INACTIVE"
}, {
"modifiedTime" : "2020-07-23T13:08:36.093Z",
"agentIds" : [ "1000000000059" ],
"skillType" : {
"skillTypeId" : "1000000173013",
"skillTypeName" : "Language"
},
"orderId" : "5",
"criteria" : {
"fieldConditions" : [ {
"displayValue" : [ "Malayalam" ],
"condition" : "contains",
"fieldName" : "Subject",
"fieldModule" : "tickets",
"value" : [ "Malayalam" ]
} ],
"pattern" : "1"
},
"departmentId" : "1000000013248",
"description" : "Malayali",
"skillTypeId" : "1000000173013",
"createdBy" : "1000000000059",
"name" : "Malayalam",
"createdTime" : "2020-07-23T13:08:36.093Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173145",
"status" : "ACTIVE"
} ]
}
This API lists a particular number of automation rules that include a skill,based on the limit specified
integer
optionalIndex number, starting from which the related rules must be listed
integer
optional,Number of rules to list, allowed minimum value 1, maximum value 100,default is 100
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"ruleType" : "SUPERVISE",
"ruleName" : "TBA1",
"ruleId" : "6000000019012"
}, {
"ruleType" : "SLA",
"ruleName" : "Priority-based SLAs",
"ruleId" : "6000000013508"
}, {
"ruleType" : "SLA",
"ruleName" : "Bronze SLAs",
"ruleId" : "6000000013514"
}, {
"ruleType" : "BLUEPRINT",
"ruleName" : "Default Blueprint",
"ruleId" : "6000000016083"
}, {
"ruleType" : "BLUEPRINT",
"ruleName" : "BH BP",
"ruleId" : "6000000018143"
}, {
"ruleType" : "BLUEPRINT",
"ruleName" : "Third Bp",
"ruleId" : "6000000023018"
} ]
}
This API lists reorders Skills in a Department
JSONArray
requiredList of skill ids to reorder
long
requireddepartment of the skills to be reordered
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
204
Returns skills mapped with an agent by department
long
requiredlist of Department Ids separated by commas,Maximum 10 department ids allowed
OAuth Scope
Desk.tickets.READ
Request Example
Response Example
{
"data" : [ {
"associatedSkills" : [ {
"skillName" : "French",
"skillId" : "1000000005432",
"skillTypeId" : "1000000019013"
}, {
"skillName" : "Blueprint",
"skillId" : "10000000036323",
"skillTypeId" : "1000000019025"
}, {
"skillName" : "Reports",
"skillId" : "10000000036323",
"skillTypeId" : "1000000019025"
} ],
"departmentId" : "10000000030987"
}, {
"associatedSkills" : [ {
"skillName" : "Workflow",
"skillId" : "1000000005432",
"skillTypeId" : "1000000019089"
}, {
"skillName" : "English",
"skillId" : "10000000036323",
"skillTypeId" : "100000001342"
} ],
"departmentId" : "10000000038722"
}, {
"associatedSkills" : [ {
"skillName" : "Malayalam",
"skillId" : "1000000059234",
"skillTypeId" : "100000001421"
}, {
"skillName" : "Tamil",
"skillId" : "1000000003967",
"skillTypeId" : "100000001423"
} ],
"departmentId" : "10000000030294"
} ]
}
This API modifies skills mapped for an agent in a department
long
requiredID of the Department
list
optionalIds of skills to be mapped
OAuth Scope
Desk.tickets.UPDATE
Request Example
Response Example
{
"data" : [ {
"associatedSkills" : [ {
"skillName" : "India",
"skillId" : "1000000173029",
"skillTypeId" : "1000000173001"
}, {
"skillName" : "Tamil",
"skillId" : "1000000173121",
"skillTypeId" : "1000000173013"
}, {
"skillName" : "Russia",
"skillId" : "1000000173047",
"skillTypeId" : "1000000173001"
} ],
"departmentId" : "1000000013248"
} ]
}
This API returns list of fields supported in criteria for Skills by module
long
requiredDepartment Id
String
requiredModule, Allowed values are tickets,contacts and accounts
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"criteriaFields" : [ {
"displayLabel" : "Tickets",
"name" : "tickets",
"fieldDetails" : [ {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Account Name",
"i18NLabel" : "Account Name",
"type" : "lookup"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Contact Name",
"i18NLabel" : "Contact Name",
"type" : "lookup"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Email",
"i18NLabel" : "Email",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Phone",
"i18NLabel" : "Phone",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Subject",
"i18NLabel" : "Subject",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Description",
"i18NLabel" : "Description",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is OPEN",
"i18NCondition" : "is OPEN",
"value" : [ "${OPEN}" ]
}, {
"condition" : "is ON HOLD",
"i18NCondition" : "is ON HOLD",
"value" : [ "${ONHOLD}" ]
}, {
"condition" : "is CLOSED",
"i18NCondition" : "is CLOSED",
"value" : [ "${CLOSED}" ]
}, {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Status",
"i18NLabel" : "Status",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Case Owner",
"i18NLabel" : "Ticket Owner",
"type" : "user"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Created By",
"i18NLabel" : "Created By",
"type" : "user"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Modified By",
"i18NLabel" : "Modified By",
"type" : "user"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
} ],
"fieldLabel" : "Created Time",
"i18NLabel" : "Created Time",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Case On Hold Time",
"i18NLabel" : "Ticket On Hold Time",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Case Closed Time",
"i18NLabel" : "Ticket Closed Time",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${DUEDATE}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
} ],
"fieldLabel" : "Modified Time",
"i18NLabel" : "Modified Time",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "=",
"i18NCondition" : "=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<>",
"i18NCondition" : "<>",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<",
"i18NCondition" : "<",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<=",
"i18NCondition" : "<=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : ">",
"i18NCondition" : ">",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : ">=",
"i18NCondition" : ">=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Request Id",
"i18NLabel" : "Ticket Id",
"type" : "integer"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "To Address",
"i18NLabel" : "To Address",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "=",
"i18NCondition" : "=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<>",
"i18NCondition" : "<>",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<",
"i18NCondition" : "<",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<=",
"i18NCondition" : "<=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : ">",
"i18NCondition" : ">",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : ">=",
"i18NCondition" : ">=",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Thread Count",
"i18NLabel" : "Number of Threads",
"type" : "integer"
}, {
"availableConditions" : [ {
"condition" : "=",
"i18NCondition" : "=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<>",
"i18NCondition" : "<>",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<",
"i18NCondition" : "<",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "<=",
"i18NCondition" : "<=",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : ">",
"i18NCondition" : ">",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : ">=",
"i18NCondition" : ">=",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Comment Count",
"i18NLabel" : "Number of Comments",
"type" : "integer"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "Good", "Bad", "Okay" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "Good", "Bad", "Okay" ]
}, {
"condition" : "is received",
"i18NCondition" : "is received",
"value" : [ ]
}, {
"condition" : "is not received",
"i18NCondition" : "is not received",
"value" : [ ]
}, {
"condition" : "link provided",
"i18NCondition" : "link provided",
"value" : [ ]
}, {
"condition" : "link not provided",
"i18NCondition" : "link not provided",
"value" : [ ]
} ],
"fieldLabel" : "Happiness Rating",
"i18NLabel" : "Happiness Rating",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "has agents",
"i18NCondition" : "has agents",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Team",
"i18NLabel" : "Team",
"type" : "team"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Due Date",
"i18NLabel" : "Due Date",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Tags",
"i18NLabel" : "Tags",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Priority",
"i18NLabel" : "Priority",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Mode",
"i18NLabel" : "Channel",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "true", "false" ]
} ],
"fieldLabel" : "Is Overdue",
"i18NLabel" : "Is Overdue",
"type" : "boolean"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "true", "false" ]
} ],
"fieldLabel" : "Is Escalated",
"i18NLabel" : "Is Escalated",
"type" : "boolean"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Resolution",
"i18NLabel" : "Resolution",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is Less Than",
"i18NCondition" : "is Less Than",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is Greater Than",
"i18NCondition" : "is Greater Than",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Time to Respond",
"i18NLabel" : "Time to Respond",
"type" : "integer"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains",
"i18NCondition" : "contains",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "doesn't contain",
"i18NCondition" : "doesn't contain",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "ends with",
"i18NCondition" : "ends with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Skill",
"i18NLabel" : "Skill",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
}, {
"condition" : "contain all of",
"i18NCondition" : "contain all of",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contain any of",
"i18NCondition" : "contain any of",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contain none of",
"i18NCondition" : "contain none of",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Skills",
"i18NLabel" : "Skills",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "true", "false" ]
} ],
"fieldLabel" : "Is Response Overdue",
"i18NLabel" : "Is Response Overdue",
"type" : "boolean"
}, {
"availableConditions" : [ {
"condition" : "during business hours of",
"i18NCondition" : "during business hours of",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "outside business hours of",
"i18NCondition" : "outside business hours of",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "on a holiday of",
"i18NCondition" : "on a holiday of",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "not a holiday of",
"i18NCondition" : "not a holiday of",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Execution Time",
"i18NLabel" : "Execution Time",
"type" : "businesshour"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "Public", "Private" ]
} ],
"fieldLabel" : "Recent Comment Type",
"i18NLabel" : "Recent Comment Type",
"type" : "commenttype"
}, {
"availableConditions" : [ {
"condition" : "contains one of the following words",
"i18NCondition" : "contains one of the following words",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains none of the following words",
"i18NCondition" : "contains none of the following words",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "contains the string",
"i18NCondition" : "contains the string",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "does not contain the string",
"i18NCondition" : "does not contain the string",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "has @ mentions of",
"i18NCondition" : "has @ mentions of",
"value" : [ "${CUSTOM}" ]
} ],
"fieldLabel" : "Recent Comment",
"i18NLabel" : "Recent Comment",
"type" : "comment"
} ]
} ]
}
SkillType is a Category for grouping skills
Example
{ "modifiedTime" : "2020-07-23T12:36:44.544Z", "associatedSkills" : [ { "skillName" : "India", "skillId" : "1000000173029", "skillStatus" : "ACTIVE" }, { "skillName" : "Russia", "skillId" : "1000000173047", "skillStatus" : "ACTIVE" } ], "createdBy" : "1000000000059", "departmentId" : "1000000013248", "name" : "Country", "createdTime" : "2020-07-23T12:36:44.544Z", "modifiedBy" : "1000000000059", "id" : "1000000173001" }
This API Creates a Skill Type
String
requiredName of the skilltype
long
requireddepartmentId of the Skill Type
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"modifiedTime" : "2020-07-23T12:36:44.544Z",
"associatedSkills" : [ ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Country",
"createdTime" : "2020-07-23T12:36:44.544Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173001"
}
This API Gets the details of a Skill Type
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"modifiedTime" : "2020-07-23T12:36:44.544Z",
"associatedSkills" : [ {
"skillName" : "India",
"skillId" : "1000000173029",
"skillStatus" : "ACTIVE"
}, {
"skillName" : "Russia",
"skillId" : "1000000173047",
"skillStatus" : "ACTIVE"
} ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Country",
"createdTime" : "2020-07-23T12:36:44.544Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173001"
}
This API Updates a Skill Type
String
optionalName of the skilltype
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-07-23T12:39:11.776Z",
"associatedSkills" : [ ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Product",
"createdTime" : "2020-07-23T12:39:11.776Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173019"
}
This API Deletes a Skill Type
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
This API Lists all Skill Types in a department
long
optionalDepartment Id
integer
optionalIndex number, starting from which the skills must be listed
integer
optional,Number of skilltypes to list, allowed minimum value 1, maximum value 100,default is 100
String
optionalFilter skill types by associated skills status, allowed values ACTIVE and INACTIVE
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2020-07-23T12:36:44.544Z",
"associatedSkills" : [ {
"skillName" : "India",
"skillId" : "1000000173029",
"skillStatus" : "ACTIVE"
}, {
"skillName" : "Russia",
"skillId" : "1000000173047",
"skillStatus" : "ACTIVE"
} ],
"mappedSkillsStatus" : [ "ACTIVE" ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Country",
"createdTime" : "2020-07-23T12:36:44.544Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173001"
}, {
"modifiedTime" : "2020-07-23T12:38:59.455Z",
"associatedSkills" : [ {
"skillName" : "English",
"skillId" : "1000000173097",
"skillStatus" : "ACTIVE"
}, {
"skillName" : "Malayalam",
"skillId" : "1000000173145",
"skillStatus" : "ACTIVE"
}, {
"skillName" : "Tamil",
"skillId" : "1000000173121",
"skillStatus" : "INACTIVE"
} ],
"mappedSkillsStatus" : [ "INACTIVE", "ACTIVE" ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Language",
"createdTime" : "2020-07-23T12:38:59.455Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173013"
}, {
"modifiedTime" : "2020-07-23T12:39:47.900Z",
"associatedSkills" : [ ],
"mappedSkillsStatus" : [ ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Product",
"createdTime" : "2020-07-23T12:39:11.776Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173019"
}, {
"modifiedTime" : "2020-07-23T12:38:53.429Z",
"associatedSkills" : [ ],
"mappedSkillsStatus" : [ ],
"createdBy" : "1000000000059",
"departmentId" : "1000000013248",
"name" : "Region",
"createdTime" : "2020-07-23T12:38:53.429Z",
"modifiedBy" : "1000000000059",
"id" : "1000000173007"
} ]
}
Department Level Configurations for Skill Stamping
long
ID of the Department
string
Append new skills at AT_FIRST or AT_THE_END or BY_SKILL_ORDER
string
This indicates Auto Stamping is Active or not, Allowed values ACTIVE or INACTIVE
Example
{ "autoSkillStamping" : "INACTIVE", "departmentId" : "1000000013248", "attachSkillsOption" : "AT_FIRST" }
This API gets Configuration of Skill in a Department
long
requiredDepartment Id
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"autoSkillStamping" : "ACTIVE",
"departmentId" : "1000000013248",
"attachSkillsOption" : "AT_THE_END"
}
This API updates Configuration of Skill in a Department
long
optionalID of the Department
string
optional,Append new skills at AT_FIRST or AT_THE_END or BY_SKILL_ORDER
string
optional,This indicates Auto Stamping is Active or not, Allowed values ACTIVE or INACTIVE
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"autoSkillStamping" : "INACTIVE",
"departmentId" : "1000000013248",
"attachSkillsOption" : "AT_FIRST"
}
Common Configurations for Routing Rules
long
department Id
boolean
Used to enable/disable ticket threshold for Round Robin
integer
Threshold Per Agent, Range 1-500,thresholdEnabled has to be True to Update this limit
boolean
Will bulk-assign tickets that were created when agents were unavailable.
integer
Max. number of backlog tickets that can be bulk-assigned to an agent. Range 1-50
String
Assign Backlogs Based on Due Date or Created Time, Allowed values DUEDATE and CREATEDTIME
boolean
Will include mail-channel offline agents also while assigning tickets.
String
Fresh Ticket Assignment Mode, allowed values are IMMEDIATE,MOVE_TO_BACKLOG
Example
{ "assignBacklog" : true, "assignToOfflineAgents" : true, "thresholdLimit" : "40", "backLogLimit" : "5", "isThresholdEnabled" : true, "departmentId" : "1000000013248", "assignBacklogsBy" : "DUEDATE", "freshTicketAssignMode" : "IMMEDIATE" }
This API is used to Get the Routing Preferences for a Department
long
requiredDepartment Id
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"assignBacklog" : true,
"assignToOfflineAgents" : true,
"thresholdLimit" : "40",
"backLogLimit" : "5",
"isThresholdEnabled" : true,
"departmentId" : "1000000013248",
"assignBacklogsBy" : "DUEDATE",
"freshTicketAssignMode" : "IMMEDIATE"
}
This API is used to Update the Routing Preferences for a Department
long
optionaldepartment Id
boolean
optionalUsed to enable/disable ticket threshold for Round Robin
integer
optional,Threshold Per Agent, Range 1-500,thresholdEnabled has to be True to Update this limit
boolean
optionalWill bulk-assign tickets that were created when agents were unavailable.
integer
optional,Max. number of backlog tickets that can be bulk-assigned to an agent. Range 1-50
String
optionalAssign Backlogs Based on Due Date or Created Time, Allowed values DUEDATE and CREATEDTIME
boolean
optionalWill include mail-channel offline agents also while assigning tickets.
String
optionalFresh Ticket Assignment Mode, allowed values are IMMEDIATE,MOVE_TO_BACKLOG
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"assignBacklog" : true,
"assignToOfflineAgents" : true,
"thresholdLimit" : "40",
"backLogLimit" : "22",
"isThresholdEnabled" : true,
"departmentId" : "1000000013248",
"assignBacklogsBy" : "DUEDATE",
"freshTicketAssignMode" : "IMMEDIATE"
}
The Recycle Bin is the location where deleted resources, such as tickets, contacts, tasks, and time entries among others, are temporarily stored. From this location, users can retrieve resources that may have been accidentally deleted.
boolean
Key that denotes whether the child resources must be restored or not.
Example
{ "isChildNeedToBeRestored" : "true", "departmentId" : "4000000013244", "ids" : [ "232323", "3213123", "232", "4000000056156" ] }
This API lists a particular number of deleted resources, based on the limit specified.
integer
optional,Index number, starting from which the resources must be fetched.
integer
optional,Number of resources to list. The default value is 10 and the maximum value supported is 100.
long
optionalID of the department to which the deleted resources belong.
string
optional,Sort by a specific attribute: name, type, department, deletedBy, or deletedTime. The default sorting order is ascending. A - prefix denotes descending order of sorting.
string
optional,Additional information related to the resources. Values allowed are: department and deletedBy. You can pass multiple values by separating them with commas in the API request.
String
optionalFilter by a specific module: accounts, contacts, tickets, tasks, timeEntry, calls, events, contracts, products, topics, or solutions
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"displayName" : "Sample display name",
"departmentId" : null,
"deletedById" : "4000000000059",
"id" : "4000000046163",
"type" : "Attachments",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : "4000000013244",
"deletedById" : "4000000000059",
"id" : "4000000046093",
"type" : "Calls",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : "4000000013244",
"deletedById" : "4000000000059",
"id" : "4000000017184",
"type" : "Tickets",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : "4000000013244",
"deletedById" : "4000000000059",
"id" : "4000000046029",
"type" : "Tickets",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : null,
"deletedById" : "4000000000059",
"id" : "4000000019005",
"type" : "Contacts",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : "4000000013244",
"deletedById" : "4000000000059",
"id" : "4000000046131",
"type" : "Events",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : "4000000013244",
"deletedById" : "4000000000059",
"id" : "4000000046111",
"type" : "Tasks",
"deletedTime" : "2020-06-21T16:16:16.000Z"
}, {
"displayName" : "Sample display name",
"departmentId" : "4000000013244",
"deletedById" : "4000000000059",
"id" : "4000000046153",
"type" : "Time Entry",
"deletedTime" : "2020-06-21T16:16:16.000Z"
} ]
}
This API restores the deleted resources specified in the API request. Additionally, the parent resources are also restored.
list
requiredArray containing the IDs of the resources to restore
boolean
optionalKey that denotes whether the child resources must be restored or not.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "4000000056156",
"errors" : null
}, {
"success" : false,
"id" : "232323",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
}, {
"success" : false,
"id" : "400000005634",
"errors" : {
"errorMessage" : null,
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
}, {
"success" : false,
"id" : "232",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
} ]
}
This API restores all deleted resources from the Recycle Bin.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
202
This API permanently deletes the resources specified in the API request. Additionally, the child resources are also permanently deleted.
list
requiredArray containing the IDs of the resources to delete.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"results" : [ {
"success" : true,
"id" : "4000000056156",
"errors" : null
}, {
"success" : false,
"id" : "232323",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
}, {
"success" : false,
"id" : "3213123",
"errors" : {
"errorMessage" : null,
"errorCode" : "UNPROCESSABLE_ENTITY",
"httpCode" : "422"
}
}, {
"success" : false,
"id" : "40000000561232",
"errors" : {
"errorMessage" : null,
"errorCode" : "FORBIDDEN",
"httpCode" : "403"
}
} ]
}
This API permanently deletes all resources from the Recycle Bin.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
202
As part of the General Data Protection Regulation (GDPR), which is the core of Europe's digital privacy legislation, every customer or end-user has the right to ask an organization whether or not their personal information is used and/or stored. This is called the right of access, and exercising this right is called making a Subject Access Request (SAR).
Example
{ "fieldConditions" : [ { "condition" : "is OPEN", "fieldName" : "Status", "value" : [ "${OPEN}" ] }, { "condition" : "is", "fieldName" : "Due Date", "value" : [ "${CURRENTTIME}" ] }, { "condition" : "is", "fieldName" : "Case Owner", "value" : [ "7000000092424" ] } ], "contactEmailId" : "nirmal@zylker.com", "module" : "tickets", "query" : { "criteriaFields" : [ { "condition" : "is before", "field" : { "apiName" : "createdTime", "fieldLabel" : "Created Time" }, "value" : { "primitive" : [ { "displayKey" : "${CURRENTTIME}", "key" : "${CURRENTTIME}" } ], "type" : "primitive" } } ], "criteriaPattern" : "1" }, "limit" : "20", "ids" : [ "232323", "3213123", "232", "7000000092431" ], "from" : "1", "status" : "INPROGRESS" }
This API lists a particular number of subject access requests, based on the limit specified.
integer
optional,Index number, starting from which the requests must be fetched.
integer
optional,Number of requests to list. The default value is 10 and the maximum value supported is 100.
string
optional,Email ID of the contact who made the request.
string
optional,Processing status of the request. Values allowed are: INITIATED, INPROGRESS, COMPLETED, CANCELED, EXPORTED, PARTIALLY_COMPLETED, PARTIALLY_EXPORTED and FAILED. You can pass multiple values by separating them using commas in the API request.
string
optional,Period in which the requests were made. Values allowed are: TODAY, LAST_24_HOURS, LAST_7_DAYS, LAST_30_DAYS, CURRENT_WEEK, and CURRENT_MONTH.
string
optional,Starting time of the time range in which the requests should have been created. The time should be in the UTC time zone and expressed in a timestamp.
string
optional,Ending time of the time range in which the requests should have been created. The time should be in the UTC time zone and expressed in a timestamp.
string
optional,Filter by type of the request. Values allowed are: ACCESS_REQUEST, ERASURE_REQUEST. You can pass multiple values by separating them using commas in the API request.
string
optional,Additional information related to the requests. Values allowed are: createdBy and modifiedBy. You can pass multiple values by separating them using commas in the API request.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"referencereferenceTicketNumber" : "105",
"contactEmailId" : "john@zylker.com",
"modifiedById" : "7000000000247",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"sarNumber" : "141",
"createdTime" : "2020-10-29T12:11:51.890Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"id" : "7000000092437",
"createdById" : "7000000000247",
"status" : "COMPLETED"
}, {
"contactEmailId" : "nirmal@zylker.com",
"modifiedById" : "7000000000247",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"referenceTicketNumber" : null,
"sarNumber" : "140",
"createdTime" : "2020-10-29T12:10:16.890Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"id" : "7000000092243",
"createdById" : "7000000000247",
"status" : "INITIATED"
}, {
"contactEmailId" : "mark@zylker.com",
"modifiedById" : "7000000000247",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"referenceTicketNumber" : "102",
"sarNumber" : "139",
"createdTime" : "2020-10-29T12:08:18.838Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"id" : "7000000092049",
"createdById" : "7000000000247",
"status" : "INPROGRESS"
}, {
"contactEmailId" : "john@zylker.com",
"modifiedById" : "7000000000247",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"referenceTicketNumber" : null,
"sarNumber" : "138",
"createdTime" : "2020-10-29T12:02:29.954Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"id" : "7000000091353",
"createdById" : "7000000000247",
"status" : "INPROGRESS"
}, {
"contactEmailId" : "mark@zylker.com",
"modifiedById" : "7000000000247",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"referenceTicketNumber" : null,
"sarNumber" : "137",
"createdTime" : "2020-10-29T11:59:26.592Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Jack",
"lastName" : "Carol",
"id" : "7000000000247",
"email" : "jack@zylker.com"
},
"id" : "7000000091159",
"createdById" : "7000000000247",
"status" : "INITIATED"
} ]
}
This API fetches the details of a particular SAR.
string
optional,Additional information related to the request. Values allowed are: createdBy and modifiedBy. You can pass multiple values by separating them using commas in the API request.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"contactEmailId" : "carrol@zylker.com",
"requestType" : "ERASURE_REQUEST",
"recordType" : "SPECIFIC",
"module" : "tickets",
"query" : {
"criteriaFields" : [ {
"condition" : "is before",
"field" : {
"apiName" : "createdTime",
"fieldLabel" : "Created Time"
},
"value" : {
"primitive" : [ {
"displayKey" : "${CURRENTTIME}",
"key" : "${CURRENTTIME}"
} ],
"type" : "primitive"
}
} ],
"criteriaPattern" : "1"
},
"downloadURL" : null,
"modifiedById" : "7000000000247",
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Nirmal",
"lastName" : "Kumar",
"id" : "7000000000247",
"email" : "nirmal@zylker.com"
},
"referenceTicketNumber" : null,
"sarNumber" : "141",
"createdTime" : "2020-10-29T12:11:51.890Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/7000000000247/photo?orgId=15273347",
"firstName" : "Nirmal",
"lastName" : "Kumar",
"id" : "7000000000247",
"email" : "john@zylker.com"
},
"id" : "7000000092437",
"createdById" : "7000000000247",
"status" : "INPROGRESS"
}
This API exports data related to the subject, from your Zoho Desk portal.
string
required,Name of the modules from which the resources must be fetched. Values allowed are tickets and contacts. If you want to fetch resources from both modules, pass the value allEntities.
list
optionalField-related conditions, based on which the data must be filtered.
string
required,Email ID of the user who made the request.
string
optional,The url which will be used for the notification
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-10-29T12:11:51.890Z",
"contactEmailId" : "jackcarol@zylker.com",
"callBackUrl" : "https://test.com",
"requestType" : "ACCESS_REQUEST",
"recordType" : "ALL",
"module" : "allEntities",
"query" : null,
"downloadURL" : null,
"modifiedById" : "7000000000247",
"referenceTicketNumber" : null,
"sarNumber" : "141",
"createdTime" : "2020-10-29T12:11:51.890Z",
"id" : "7000000092437",
"createdById" : "7000000000247",
"status" : "INITIATED"
}
This API exports specific resources related to a subject access request.
list
requiredArray containing the IDs of the resources that must be exported.
string
required,Email ID of the user who made the request.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-10-26T16:10:18.930Z",
"contactEmailId" : "nirmal@zylker.com",
"requestType" : "ACCESS_REQUEST",
"recordType" : "SPECIFIC",
"module" : "tickets",
"query" : {
"criteriaFields" : [ {
"condition" : "is before",
"field" : {
"apiName" : "createdTime",
"fieldLabel" : "Created Time"
},
"value" : {
"primitive" : [ {
"displayKey" : "${CURRENTTIME}",
"key" : "${CURRENTTIME}"
} ],
"type" : "primitive"
}
} ],
"criteriaPattern" : "1"
},
"downloadURL" : "https://download.zoho.com/webdownload?x-service=desk&event-id=d7c93cfe30f48f884b41171390d582f3c0cdb2&x-cli-msg=%7B%22portalname%22%3A%22jordan%22%2C%22inline%22%3A%22false%22%7D",
"modifiedById" : "7000000000247",
"referenceTicketNumber" : null,
"sarNumber" : "91",
"createdTime" : "2020-10-26T16:10:18.930Z",
"id" : "7000000075001",
"createdById" : "7000000000247",
"status" : "COMPLETED"
}
This API fetchs possible fileds list and conditions
string
required,Name of the modules from which the resources must be fetched. Values allowed are tickets and contacts. If you want to fetch resources from both modules, pass the value allEntities.
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"displayLabel" : "AllEntities",
"name" : "AllEntities",
"fieldDetails" : [ {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "starts with",
"i18NCondition" : "starts with",
"value" : [ "${CUSTOM}" ]
}, {
"condition" : "is empty",
"i18NCondition" : "is empty",
"value" : [ "${EMPTY}" ]
}, {
"condition" : "is not empty",
"i18NCondition" : "is not empty",
"value" : [ "${NOTEMPTY}" ]
} ],
"fieldLabel" : "Phone",
"i18NLabel" : "Phone",
"type" : "text"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
} ],
"fieldLabel" : "Created Time",
"i18NLabel" : "Created Time",
"type" : "dateTime"
}, {
"availableConditions" : [ {
"condition" : "is",
"i18NCondition" : "is",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "isn't",
"i18NCondition" : "isn't",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is after",
"i18NCondition" : "is after",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "is before",
"i18NCondition" : "is before",
"value" : [ "${CURRENTTIME}", "${CUSTOM}" ]
}, {
"condition" : "between",
"i18NCondition" : "between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
}, {
"condition" : "not between",
"i18NCondition" : "not between",
"value" : [ [ "${CURRENTTIME}", "${CUSTOM}" ], [ "${CURRENTTIME}", "${CUSTOM}" ] ]
} ],
"fieldLabel" : "Modified Time",
"i18NLabel" : "Modified Time",
"type" : "dateTime"
} ]
}
This API erases data related to the subject, from your Zoho Desk portal.
string
required,Name of the modules from which the resources must be fetched. Values allowed are tickets and contacts. If you want to fetch resources from both modules, pass the value allEntities.
list
optionalField-related conditions, based on which the data must be filtered.
string
required,Email ID of the user who made the request.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-10-29T12:11:51.890Z",
"contactEmailId" : "jackcarol@zylker.com",
"requestType" : "ERASURE_REQUEST",
"recordType" : "ALL",
"module" : "allEntities",
"query" : null,
"downloadURL" : null,
"modifiedById" : "7000000000247",
"referenceTicketNumber" : null,
"sarNumber" : "141",
"createdTime" : "2020-10-29T12:11:51.890Z",
"id" : "7000000092437",
"createdById" : "7000000000247",
"status" : "INITIATED"
}
This API erases specific resources related to a subject access request.
list
requiredArray containing the IDs of the resources that must be exported.
string
required,Email ID of the user who made the request.
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"modifiedTime" : "2020-10-26T16:10:18.930Z",
"contactEmailId" : "nirmal@zylker.com",
"requestType" : "ERASURE_REQUEST",
"recordType" : "SPECIFIC",
"module" : "tickets",
"query" : {
"criteriaFields" : [ {
"condition" : "is before",
"field" : {
"apiName" : "createdTime",
"fieldLabel" : "Created Time"
},
"value" : {
"primitive" : [ {
"displayKey" : "${CURRENTTIME}",
"key" : "${CURRENTTIME}"
} ],
"type" : "primitive"
}
} ],
"criteriaPattern" : "1"
},
"downloadURL" : "https://download.zoho.com/webdownload?x-service=desk&event-id=d7c93cfe30f48f884b41171390d582f3c0cdb2&x-cli-msg=%7B%22portalname%22%3A%22jordan%22%2C%22inline%22%3A%22false%22%7D",
"modifiedById" : "7000000000247",
"referenceTicketNumber" : null,
"sarNumber" : "91",
"createdTime" : "2020-10-26T16:10:18.930Z",
"id" : "7000000075001",
"createdById" : "7000000000247",
"status" : "COMPLETED"
}
Support plans specify the type of support you'll provide to customers. This type can be hour based, ticket based or cost based where the offered support is regulated by no of hours, no of tickets and service cost respectively. You can also set the type to unlimited in which the customer can avail support without any limits. Every support plan has an associated SLA which defines the standard at which the customer will be supported. You must bind the support plan in a contract to set its period of validity.
Example
{ "supportType" : "Hours", "modifiedTime" : "2022-07-26T10:00:07.538Z", "creditDetails" : { "isAdditionalUsageAllowed" : false, "isCarryForwardAllowed" : false, "creditLimit" : "10", "creditCycle" : "Weekly" }, "createdBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587", "name" : "SanGhem", "id" : "4000000000059", "status" : "ACTIVE", "zuid" : "234543" }, "name" : "SupportPlan for GoldCustomer", "sla" : { "name" : "Gold-SLA", "id" : "4000000019056", "status" : "ACTIVE" }, "creadtedTime" : "2022-07-26T10:00:07.538Z", "modifiedBy" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587", "name" : "SanGhem", "id" : "4000000000059", "status" : "ACTIVE", "zuid" : "234543" }, "id" : "4000000019017", "department" : { "name" : "Automation Department", "id" : "4000000019012" }, "status" : "ACTIVE" }
This API Creates a Support Plan
String
requiredName of the support plan
String
requiredStatus of the support plan, Values allowed are ACTIVE and DISCONTINUED
Long
requiredDepartment of the support plan
Long
requiredSLA configured in the support plan
String
requiredType of the support plan, Values allowed are UNLIMITED_SUPPORT , TICKET
OAuth Scope
Desk.settings.CREATE
Request Example
Response Example
{
"supportType" : "Hours",
"modifiedTime" : "2022-07-26T10:00:07.538Z",
"creditDetails" : {
"isAdditionalUsageAllowed" : false,
"isCarryForwardAllowed" : false,
"creditLimit" : "10",
"creditCycle" : "Weekly"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"name" : "SupportPlan for GoldCustomer",
"sla" : {
"name" : "Gold-SLA",
"id" : "4000000019056",
"status" : "ACTIVE"
},
"creadtedTime" : "2022-07-26T10:00:07.538Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019017",
"department" : {
"name" : "Automation Department",
"id" : "4000000019012"
},
"status" : "ACTIVE"
}
To get details of a specific support plan
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"supportType" : "Hours",
"modifiedTime" : "2022-07-26T10:00:07.538Z",
"creditDetails" : {
"isAdditionalUsageAllowed" : false,
"isCarryForwardAllowed" : false,
"creditLimit" : "10",
"creditCycle" : "Weekly"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"name" : "SupportPlan for GoldCustomer",
"sla" : {
"name" : "Gold-SLA",
"id" : "4000000019056",
"status" : "ACTIVE"
},
"creadtedTime" : "2022-07-26T10:00:07.538Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019017",
"department" : {
"name" : "Automation Department",
"id" : "4000000019012"
},
"status" : "ACTIVE"
}
This API Updates the Support Plan
String
optionalName of the support plan
String
optionalStatus of the support plan, Values allowed are ACTIVE and DISCONTINUED
Long
optionalSLA configured in the support plan
String
optionalType of the support plan, Values allowed are UNLIMITED_SUPPORT , TICKET
OAuth Scope
Desk.settings.UPDATE
Request Example
Response Example
{
"supportType" : "Hours",
"modifiedTime" : "2022-07-26T10:00:07.538Z",
"creditDetails" : {
"isAdditionalUsageAllowed" : false,
"isCarryForwardAllowed" : false,
"creditLimit" : "10",
"creditCycle" : "Weekly"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"name" : "SupportPlan for GoldCustomer",
"sla" : {
"name" : "Gold-SLA",
"id" : "4000000019056",
"status" : "ACTIVE"
},
"creadtedTime" : "2022-07-26T10:00:07.538Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019017",
"department" : {
"name" : "Automation Department",
"id" : "4000000019012"
},
"status" : "ACTIVE"
}
This API lists all support plans in a department
long
requiredDepartment Id
integer
optionalIndex number, starting from which the support plans must be listed
integer
optional,Number of support plans to list, allowed minimum value 1, maximum value 50,default is 50
String
optionalActive,Discontinued filter for support plans. Values allowed are ACTIVE and DISCONTINUED
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"data" : [ {
"supportType" : "Hours",
"modifiedTime" : "2022-07-26T10:00:07.538Z",
"creditDetails" : {
"creditLimit" : "10",
"creditCycle" : "Weekly"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"name" : "SupportPlan for GoldCustomer",
"sla" : {
"name" : "Gold-SLA",
"id" : "4000000019056",
"status" : "ACTIVE"
},
"creadtedTime" : "2022-07-26T10:00:07.538Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019017",
"department" : {
"name" : "Automation Department",
"id" : "4000000019012"
},
"status" : "ACTIVE"
}, {
"supportType" : "Hours",
"modifiedTime" : "2022-07-26T10:00:07.590Z",
"creditDetails" : {
"creditLimit" : "10",
"creditCycle" : "Weekly"
},
"createdBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"name" : "SupportPlan for SilverCustomer",
"sla" : {
"name" : "Silver-SLA",
"id" : "4000000019056",
"status" : "ACTIVE"
},
"creadtedTime" : "2022-07-26T10:00:07.590Z",
"modifiedBy" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/4000000000045/photo?orgId=234587",
"name" : "SanGhem",
"id" : "4000000000059",
"status" : "ACTIVE",
"zuid" : "234543"
},
"id" : "4000000019016",
"department" : {
"name" : "Automation Department",
"id" : "4000000019012"
},
"status" : "ACTIVE"
} ]
}
This API deletes a support plan.
OAuth Scope
Desk.settings.DELETE
Request Example
Response Example
204
A channel refers to the platform or medium through which a message is sent or received. In IM a channel is created using configuration parameters, refer to the settings that can be adjusted to customize the behaviour of the channel.
long
Channel ID of the channel
string
Account name of the channel
string
Integration Service of the channel. Available integration services are TELEGRAM, TWILIO, LINE, WECHAT, WHATSAPP, FACEBOOKMESSENGER
long
Bot ID of the channel
string
Name of the channel
boolean
Is channel Active ?
boolean
Is storage enabled for the channel ?
boolean
Is sandbox channel ?
timestamp
Channel creation time
long
Agent Id who created the channel
boolean
Is authorization pending ?
boolean
Is channel subscribed ?
string
Authentication Url
boolean
Is the agent owner of the channel ?
long
Total conversation count of the channel
string
Universal link of the channel
boolean
Is channel deleted ?
string
Photo Url of the channel
long
Department Id for which channel is associated
string
App name and channel name is same for a IM channel
string
Code Name of the channel. This is uniquely generated while creating a channel by using the channel name.
JSONArray
ConfigParams contains a list of configuration properties of the channel with which a channel is created. Config param is specific for a integration.
Example
{ "defaultBotId" : "-1", "code" : "TEST_WA_CHANNEL_4", "accountName" : "+14328784611", "integrationServiceType" : "WHATSAPP", "appName" : "Test WA Channel", "departmentId" : "186543000000006907", "universalLink" : "https://wa.me/14328784611", "isActive" : true, "isAuthorizationPending" : false, "photoURL" : "https://desk.zoho.com/api/v1/channels/test_wa_channel_4/photo?orgId=78412359", "isSubscribed" : true, "isDeleted" : false, "configParams" : [ { "isRequired" : false, "modifiedTime" : "2024-03-22T05:33:40.000Z", "isSecured" : false, "isDeprecated" : false, "defaultValue" : "CREATED", "parentParams" : [ ], "label" : "Current Onboarding Status", "type" : "SYSTEM_DEFINED", "uuid" : "56302cb334385d818e3400a023091560", "isInternal" : false, "name" : "CURRENT_STATUS", "options" : null, "id" : "3942000001423031", "value" : "CONNECTED", "maxLen" : "255" }, { "isRequired" : true, "modifiedTime" : "2024-03-22T05:33:40.000Z", "isSecured" : false, "isDeprecated" : false, "defaultValue" : null, "parentParams" : [ ], "label" : "WhatsApp Phone Number", "type" : "OPTIONS_COMPUTED", "uuid" : "56302cb334385d818e3400a023091560", "isInternal" : false, "name" : "PHONE_NUMBER", "options" : null, "id" : "3942000001423033", "value" : "+14328784611", "maxLen" : "255" } ], "isStorageEnabled" : false, "createdBy" : "78412824", "isOwner" : true, "conversationCount" : "4", "meta" : [ ], "name" : "Test WA Channel", "createdTime" : "2024-03-22T05:33:40.000Z", "id" : "3942000001423029", "authenticationURL" : null, "isSandBox" : false }
This API lists all channels
string
optional,Integration Service ID to filter. Available integration services are TELEGRAM, TWILIO, LINE, WECHAT, WHATSAPP, FACEBOOKMESSENGER
long
optionalDepartment Id for which channels to be fetched
string
optional,Additional information related to the channels.If passed in the param, then these values will be appended in the channel response. Allowed values are preference,creator,meta,configParams
boolean
optionalSet this to fetch sandbox channels only.
boolean
optionalSet this to fetch only the active channels
boolean
optionalSet this to fetch along with the deleted channels
string
optional,Set this to fetch channels with the given Config Param Name. Refer config param attribute of channel to get Config Name
string
optional,Set this to fetch channels with the given Config Param Value. Refer config param attribute of channel to get Config Value
OAuth Scope
Desk.basic.READ , Desk.InstantMessages.READ
Request Example
Response Example
{
"data" : [ {
"defaultBotId" : "-1",
"code" : "SANDBOX",
"accountName" : "+13312040199",
"integrationServiceType" : "WHATSAPP",
"appName" : "Sandbox",
"departmentId" : "186543000000006907",
"universalLink" : "https://wa.me/13312040199",
"isActive" : true,
"isAuthorizationPending" : false,
"photoURL" : "https://desk.zoho.com/api/v1/channels/sandbox/photo?orgId=78412359",
"isSubscribed" : true,
"isDeleted" : false,
"isStorageEnabled" : false,
"createdBy" : "78412824",
"isOwner" : true,
"name" : "Sandbox",
"createdTime" : "2023-09-04T09:13:56.000Z",
"id" : "3942000000045001",
"authenticationURL" : null,
"isSandBox" : true
}, {
"defaultBotId" : "-1",
"code" : "TEST_SOFTWARE_4_3",
"accountName" : "Test Software 4",
"integrationServiceType" : "FACEBOOKMESSENGER",
"appName" : "Test Software 4",
"departmentId" : "186543000000393040",
"universalLink" : "https://m.me/168123406390163",
"isActive" : true,
"isAuthorizationPending" : false,
"photoURL" : "https://desk.zoho.com/api/v1/channels/test_software_4_3/photo?orgId=78412359",
"isSubscribed" : true,
"isDeleted" : false,
"isStorageEnabled" : false,
"createdBy" : "78412824",
"isOwner" : true,
"name" : "Test Software 4",
"createdTime" : "2024-02-07T06:28:32.000Z",
"id" : "3942000000943035",
"authenticationURL" : null,
"isSandBox" : false
}, {
"defaultBotId" : "-1",
"code" : "TEST_DEP",
"accountName" : "ZImAbhiTestBot",
"integrationServiceType" : "TELEGRAM",
"appName" : "Test DEP",
"departmentId" : "186543000000393040",
"universalLink" : "https://t.me/ZImAbhiTestBot",
"isActive" : true,
"isAuthorizationPending" : false,
"photoURL" : "https://desk.zoho.com/api/v1/channels/test_dep/photo?orgId=78412359",
"isSubscribed" : true,
"isDeleted" : false,
"isStorageEnabled" : false,
"createdBy" : "76837521",
"isOwner" : true,
"name" : "Test DEP",
"createdTime" : "2024-01-16T04:17:16.000Z",
"id" : "3942000000735961",
"authenticationURL" : null,
"isSandBox" : false
} ]
}
This API fetches details of an channel.
string
optional,Additional information related to the channel. Allowed values are preference, creator
OAuth Scope
Desk.basic.READ , Desk.InstantMessages.READ
Request Example
Response Example
{
"defaultBotId" : "-1",
"code" : "TEST_WA_CHANNEL_4",
"accountName" : "+14328784611",
"integrationServiceType" : "WHATSAPP",
"appName" : "Test WA Channel",
"departmentId" : "186543000000006907",
"universalLink" : "https://wa.me/14328784611",
"isActive" : true,
"isAuthorizationPending" : false,
"photoURL" : "https://desk.zoho.com/api/v1/channels/test_wa_channel_4/photo?orgId=78412359",
"isSubscribed" : true,
"isDeleted" : false,
"configParams" : [ {
"isRequired" : false,
"modifiedTime" : "2024-03-22T05:33:40.000Z",
"isSecured" : false,
"isDeprecated" : false,
"defaultValue" : "CREATED",
"parentParams" : [ ],
"label" : "Current Onboarding Status",
"type" : "SYSTEM_DEFINED",
"uuid" : "56302cb334385d818e3400a023091560",
"isInternal" : false,
"name" : "CURRENT_STATUS",
"options" : null,
"id" : "3942000001423031",
"value" : "CONNECTED",
"maxLen" : "255"
}, {
"isRequired" : true,
"modifiedTime" : "2024-03-22T05:33:40.000Z",
"isSecured" : false,
"isDeprecated" : false,
"defaultValue" : null,
"parentParams" : [ ],
"label" : "WhatsApp Phone Number",
"type" : "OPTIONS_COMPUTED",
"uuid" : "56302cb334385d818e3400a023091560",
"isInternal" : false,
"name" : "PHONE_NUMBER",
"options" : null,
"id" : "3942000001423033",
"value" : "+14328784611",
"maxLen" : "255"
} ],
"isStorageEnabled" : false,
"createdBy" : "78412824",
"isOwner" : true,
"conversationCount" : "4",
"meta" : [ ],
"name" : "Test WA Channel",
"createdTime" : "2024-03-22T05:33:40.000Z",
"id" : "3942000001423029",
"authenticationURL" : null,
"isSandBox" : false
}
This API initiates a session with a template message
string
required,ID to which Message Has to be sent
string
required,Specifies receiverID type. Allowed value PHONENUMBER
long
requiredTemplateMessageId to send that template
string
required,Content of the message
string
optional,Content of the header message
string
optional,Content of the URL message
string
required,Language of Translation. Allowed values en
JSONArray
optionalMessage meta to be added to chat message
OAuth Scope
Desk.InstantMessages.CREATE
Request Example
Response Example
{
"template" : {
"rows" : [ {
"arrangement" : "list",
"columns" : [ {
"text" : {
"style" : "SUB_TITLE",
"text" : "Welcome to Tasty Bakery. What would you like to eat?"
},
"type" : "TEXT"
} ]
}, {
"arrangement" : "list",
"columns" : [ {
"button" : {
"action" : "REPLY",
"text" : "Cakes",
"value" : ""
},
"type" : "BUTTON"
}, {
"button" : {
"action" : "REPLY",
"text" : "pizza",
"value" : ""
},
"type" : "BUTTON"
} ]
} ]
},
"kbArticle" : null,
"fullContentURL" : null,
"externalInfo" : null,
"isRead" : true,
"index" : "12",
"sessionId" : "3942000001423083",
"type" : "TEMPLATE",
"ticketWebUrl" : "https://desk.zoho.com/support/abhicom4/ShowHomePage.do#Cases/dv/186543000001662116",
"actor" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"contactName" : null,
"name" : "Abhishek Aich",
"externalId" : null,
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler.sales@zoho.com"
},
"layout" : null,
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?",
"attachment" : null,
"meta" : {
"BOT_REPLY_STATUS" : null,
"DESK_TICKET_ID" : "186543000001662116",
"DESK_KB_ARTICLE_TRANSLATION_ID" : null,
"GC_SELECTED" : null,
"DESK_TICKET_NUMBER" : "480",
"BROADCAST_TRACKING_ID" : null,
"GC_SKIPPED" : null,
"GC_TRANSFERRED" : null,
"COST" : null,
"BROADCAST_ID" : null,
"RATING_STAR" : null,
"SYSTEM_MESSAGE_TYPE" : null,
"REACTION" : null,
"CANNED_MESSAGE_ID" : "3942000001074175",
"UNKNOWN" : null,
"GC_FETCH" : null,
"FAILED_REASON" : null
},
"replyToMessage" : null,
"createdTime" : "2024-03-26T07:42:13.000Z",
"action" : null,
"statusUpdatedTime" : "2024-03-26T07:42:13.000Z",
"location" : null,
"id" : "3942000001456011",
"contentType" : "text/plain",
"direction" : "OUT",
"status" : "QUEUED",
"info" : null
}
A session denotes the communication between an agent and an end-user, during which messages are exchanged. Several sessions can exist within a channel. Multiple messages can be included within a single session. Additionally, each end-user will have an exclusive session linked to a channel.
long
Sesion ID of the session
long
Channel ID for which the session is created
string
Status filter for the conversations. Allowed values are OPEN, ON_PROGRESS ,ON_HOLD ,BLOCKED
timestamp
Session creation time
long
Agent Id assicoated with the session
long
Bot ID associated with the session
string
Subject of the session
int
Total message count in the session
timestamp
Last active time of agent
timestamp
End user last active time of agent
timestamp
Last active time of agent
int
Total unread message count in the session
string
Integration Service of the channel. Available integration services are TELEGRAM, TWILIO, LINE, WECHAT, WHATSAPP, FACEBOOKMESSENGER
string
Session reply status. Allowed values are ACCEPTED, CHANNEL_INACTIVE, CHANNEL_REVOKED, SESSION_ENDED, SESSION_BLOCKED, SESSION_EXPIRED, UNASSIGNED, NOT_AN_ASSIGNEE, CREDIT_EXHAUSTED, ACCESSTOKEN_EXPIRED, PERMISSION_REVOKED, UNEXPECTED_ERROR, PAGE_REMOVED, SANDBOX_LIMIT_REACHED, CHANNEL_DELETED, ENDUSER_OFFLINE
long
End user desk contact Id
string
Channel code
Example
{ "agentId" : "78412824", "lastActiveTime" : "2024-03-22T07:57:13.000Z", "contactId" : "186543000000451259", "subject" : "This is test 2 Abhishek Aich", "unreadMessagesCount" : "0", "channel" : "TEST_WA_CHANNEL_4", "integrationService" : "WHATSAPP", "deskAssignee" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359", "botType" : null, "contactName" : null, "name" : "Abhishek Aich", "externalId" : null, "id" : "186543000000190001", "type" : "AGENT", "email" : "zykler.sales@zoho.com" }, "contactLastActiveTime" : "2024-03-22T05:51:09.000Z", "actor" : { "photoURL" : null, "botType" : null, "contactName" : "Abhishek Aich", "name" : "Abhishek Aich", "externalId" : "+918478935387", "id" : "186543000000451285", "type" : "ENDUSER", "email" : null }, "meta" : { "DESK_TICKET_ID" : "186543000001662116", "DESK_TICKET_NUMBER" : "480" }, "createdTime" : "2024-03-22T05:34:19.000Z", "replyStatus" : "SESSION_EXPIRED", "botId" : null, "messagesCount" : "10", "id" : "3942000001423083", "channelId" : "3942000001423029", "agentLastActiveTime" : "2024-03-22T07:57:13.000Z", "status" : "ON_PROGRESS" }
This API lists all sessions
int
optional,Index number, starting from which the conversations must be fetched
int
optional,Number of conversations to fetch
long
optionalFilter conversations of a channel
long
optionalFilter conversations assigned to bots
long
optionalFilter conversations assigned to an agent
long
optionalFilter conversations of a contact
long
optionalFilter conversations of a profile
timestamp
optionalAfter which modified date conversations should be included. Enter a date in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
timestamp
optionalBefore which date conversations should be included. Enter a date in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
timestamp
optionalAfter which date conversations should be included. Enter a date in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
string
optional,Status filter for the conversations. Allowed values are OPEN, ON_PROGRESS ,ON_HOLD ,BLOCKED
string
optional,Assignment status filter for the conversations. Allowed values are MINE, UNASSIGNED ,NONE ,BOT
long
optionalFilter conversations of all channels in given department
OAuth Scope
Desk.InstantMessages.READ
Request Example
Response Example
{
"data" : [ {
"agentId" : "78412824",
"lastActiveTime" : "2024-03-22T07:57:13.000Z",
"contactId" : "186543000000451259",
"subject" : "This is test 2 Abhishek Aich",
"unreadMessagesCount" : "0",
"channel" : "TEST_WA_CHANNEL_4",
"integrationService" : "WHATSAPP",
"deskAssignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"botType" : null,
"contactName" : null,
"name" : "Abhishek Aich",
"externalId" : null,
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler.sales@zoho.com"
},
"contactLastActiveTime" : "2024-03-22T05:51:09.000Z",
"actor" : {
"photoURL" : null,
"botType" : null,
"contactName" : "Abhishek Aich",
"name" : "Abhishek Aich",
"externalId" : "+918478935387",
"id" : "186543000000451285",
"type" : "ENDUSER",
"email" : null
},
"meta" : {
"DESK_TICKET_ID" : "186543000001662116",
"DESK_TICKET_NUMBER" : "480"
},
"createdTime" : "2024-03-22T05:34:19.000Z",
"replyStatus" : "SESSION_EXPIRED",
"botId" : null,
"messagesCount" : "10",
"id" : "3942000001423083",
"channelId" : "3942000001423029",
"agentLastActiveTime" : "2024-03-22T07:57:13.000Z",
"status" : "ON_PROGRESS"
}, {
"agentId" : "78412824",
"lastActiveTime" : "2024-03-22T07:57:03.000Z",
"contactId" : "186543000000451259",
"subject" : "This is test 2 Abhishek Aich",
"unreadMessagesCount" : "0",
"channel" : "SANDBOX",
"integrationService" : "WHATSAPP",
"deskAssignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"botType" : null,
"contactName" : null,
"name" : "Abhishek Aich",
"externalId" : null,
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler.sales@zoho.com"
},
"contactLastActiveTime" : "2024-03-21T09:11:00.000Z",
"actor" : {
"photoURL" : null,
"botType" : null,
"contactName" : "Abhishek Aich",
"name" : "Abhishek Aich",
"externalId" : "+918478935387",
"id" : "186543000000451285",
"type" : "ENDUSER",
"email" : null
},
"meta" : {
"DESK_TICKET_ID" : "186543000001653193",
"DESK_TICKET_NUMBER" : "477"
},
"createdTime" : "2023-09-04T09:30:15.000Z",
"replyStatus" : "SESSION_EXPIRED",
"botId" : null,
"messagesCount" : "65",
"id" : "3942000000042104",
"channelId" : "3942000000045001",
"agentLastActiveTime" : "2024-03-22T07:57:03.000Z",
"status" : "ON_PROGRESS"
}, {
"agentId" : "78412824",
"lastActiveTime" : "2024-03-22T05:32:38.000Z",
"contactId" : "186543000000451259",
"subject" : "Hi good morning",
"unreadMessagesCount" : "0",
"channel" : "WA_CHANNEL",
"integrationService" : "WHATSAPP",
"deskAssignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"botType" : null,
"contactName" : null,
"name" : "Abhishek Aich",
"externalId" : null,
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler.sales@zoho.com"
},
"contactLastActiveTime" : "2024-03-22T05:04:06.000Z",
"actor" : {
"photoURL" : null,
"botType" : null,
"contactName" : "Abhishek Aich",
"name" : "Abhishek Aich",
"externalId" : "+918478935387",
"id" : "186543000000451285",
"type" : "ENDUSER",
"email" : null
},
"meta" : {
"DESK_TICKET_ID" : "186543000001662009",
"DESK_TICKET_NUMBER" : "479"
},
"createdTime" : "2024-03-22T05:04:06.000Z",
"replyStatus" : "CHANNEL_DELETED",
"botId" : null,
"messagesCount" : "5",
"id" : "3942000001422171",
"channelId" : "3942000001422011",
"agentLastActiveTime" : "2024-03-22T05:32:38.000Z",
"status" : "ON_PROGRESS"
} ],
"hasMore" : false
}
This API fetches details of an session.
OAuth Scope
Desk.InstantMessages.READ
Request Example
Response Example
{
"agentId" : "78412824",
"lastActiveTime" : "2024-03-22T07:57:13.000Z",
"contactId" : "186543000000451259",
"subject" : "This is test 2 Abhishek Aich",
"unreadMessagesCount" : "0",
"channel" : "TEST_WA_CHANNEL_4",
"integrationService" : "WHATSAPP",
"deskAssignee" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"botType" : null,
"contactName" : null,
"name" : "Abhishek Aich",
"externalId" : null,
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler.sales@zoho.com"
},
"contactLastActiveTime" : "2024-03-22T05:51:09.000Z",
"actor" : {
"photoURL" : null,
"botType" : null,
"contactName" : "Abhishek Aich",
"name" : "Abhishek Aich",
"externalId" : "+918478935387",
"id" : "186543000000451285",
"type" : "ENDUSER",
"email" : null
},
"meta" : {
"DESK_TICKET_ID" : "186543000001662116",
"DESK_TICKET_NUMBER" : "480"
},
"createdTime" : "2024-03-22T05:34:19.000Z",
"botId" : null,
"messagesCount" : "10",
"id" : "3942000001423083",
"channelId" : "3942000001423029",
"agentLastActiveTime" : "2024-03-22T07:57:13.000Z",
"status" : "ON_PROGRESS"
}
An IM template Message predefined comman message to send while initiating a session
long
Template Message ID
string
Message title
string
Display Message
boolean
Specify whether the message is private to the creator
string
Content of the message
string
Message tags
timestamp
Last modified time
long
Department ID
string
Waba ID
string
Message Type. Allowed value is TEMPLATE
string
Message status
boolean
Is active ?
Example
{ "modifiedTime" : "2024-03-22T05:36:02.000Z", "departmentId" : "186543000000006907", "title" : "WhatsApp marketing", "message" : "Welcome to Tasty Bakery. What would you like to eat?", "type" : "TEMPLATE", "isActive" : true, "tags" : "MARKETING", "actor" : { "photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359", "name" : "Abhishek Aich", "id" : "186543000000190001", "type" : "AGENT", "email" : "zykler@sales.com" }, "wabaId" : "102086489526176", "displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?", "translations" : [ { "displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?", "templateItems" : { "buttons" : [ { "action" : null, "type" : "QUICK_REPLY", "message" : "Cakes" }, { "action" : null, "type" : "QUICK_REPLY", "message" : "pizza" } ], "footer" : { "type" : "TEXT", "message" : "Thank you" }, "header" : { "attachment" : null, "type" : "TEXT", "message" : "Welcome Back" } }, "language" : "en", "id" : "3942000001074177", "message" : "Welcome to Tasty Bakery. What would you like to eat?", "rejectionReason" : null, "status" : "APPROVED" } ], "id" : "3942000001074175", "status" : "APPROVED" }
This API lists all sessions
int
optional,Index number, starting from which the canned messages must be fetched
int
optional,Number of canned messages to fetch
timestamp
optionalAfter which date entities to be included. Enter a date in the ISO date format of yyyy-MM-ddThh:mm:ss.SSSZ.
string
optional,Tag to filter by
boolean
optionalCanned Message Active Status
long
requiredDepartment ID for which the canned messages to be fetched
string
optional,Waba ID for which the canned messages to be fetched
long
optionalChannel ID for which the canned messages to be fetched
long
optionalContact ID for which the canned messages to be applied
string
optional,Filter with Status of Message Applicable only if messageType is Template. Allowed values are PENDING, FAILED, APPROVED, REJECTED
string
required,Filter by MessageType. Allowed values are TEMPLATE
OAuth Scope
Desk.basic.READ , Desk.InstantMessages.READ
Request Example
Response Example
{
"data" : [ {
"modifiedTime" : "2024-03-22T05:36:02.000Z",
"departmentId" : "186543000000006907",
"title" : "fb marketing",
"message" : "Welcome to Tasty Bakery. What would you like to eat?",
"type" : "TEMPLATE",
"isActive" : true,
"tags" : "MARKETING",
"actor" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"name" : "Abhishek Aich",
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler@sales.com"
},
"wabaId" : "102086489526176",
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?",
"translations" : [ {
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?",
"templateItems" : {
"buttons" : [ {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Cakes"
}, {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "pizza"
} ],
"footer" : null,
"header" : null
},
"language" : "en",
"id" : "3942000001074177",
"message" : "Welcome to Tasty Bakery. What would you like to eat?",
"rejectionReason" : null,
"status" : "APPROVED"
} ],
"id" : "3942000001074175",
"status" : "APPROVED"
}, {
"modifiedTime" : "2024-03-22T05:35:53.000Z",
"departmentId" : "186543000000006907",
"title" : "Rice Marketing",
"message" : "Hello please select our new rice items",
"type" : "TEMPLATE",
"isActive" : true,
"tags" : "MARKETING",
"actor" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"name" : "Abhishek Aich",
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler@sales.com"
},
"wabaId" : "102086489526176",
"displayMessage" : "Hello please select our new rice items",
"translations" : [ {
"displayMessage" : "Hello please select our new rice items",
"templateItems" : {
"buttons" : [ {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Boiled Rice"
}, {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Rice Cake"
}, {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Fried Rice"
} ],
"footer" : null,
"header" : {
"attachment" : null,
"type" : "TEXT",
"message" : "Welcome Back"
}
},
"language" : "en",
"id" : "3942000001423160",
"message" : "Hello please select our new rice items",
"rejectionReason" : null,
"status" : "APPROVED"
} ],
"id" : "3942000001423158",
"status" : "APPROVED"
}, {
"modifiedTime" : "2024-03-22T04:47:53.000Z",
"departmentId" : "186543000000006907",
"title" : "Whatsapp marketing",
"message" : "Welcome to Tasty Bakery. What would you like to eat?\nHere are our new products",
"type" : "TEMPLATE",
"isActive" : true,
"tags" : "UTILITY",
"actor" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"name" : "Abhishek Aich",
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler@sales.com"
},
"wabaId" : "102086489526176",
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?\nHere are our new products",
"translations" : [ {
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?\nHere are our new products",
"templateItems" : {
"buttons" : [ {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Croissants"
}, {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Pizza"
} ],
"footer" : null,
"header" : null
},
"language" : "en",
"id" : "3942000001262607",
"message" : "Welcome to Tasty Bakery. What would you like to eat?\nHere are our new products",
"rejectionReason" : null,
"status" : "APPROVED"
} ],
"id" : "3942000001262605",
"status" : "APPROVED"
} ],
"hasMore" : false
}
This API fetches details of a template message.
OAuth Scope
Desk.basic.READ , Desk.InstantMessages.READ
Request Example
Response Example
{
"modifiedTime" : "2024-03-22T05:36:02.000Z",
"departmentId" : "186543000000006907",
"title" : "fb marketing",
"message" : "Welcome to Tasty Bakery. What would you like to eat?",
"type" : "TEMPLATE",
"isActive" : true,
"tags" : "MARKETING",
"actor" : {
"photoURL" : "https://desk.zoho.com/api/v1/agents/186543000000190001/photo?orgId=78412359",
"name" : "Abhishek Aich",
"id" : "186543000000190001",
"type" : "AGENT",
"email" : "zykler@sales.com"
},
"wabaId" : "102086489526176",
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?",
"translations" : [ {
"displayMessage" : "Welcome to Tasty Bakery. What would you like to eat?",
"templateItems" : {
"buttons" : [ {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "Cakes"
}, {
"action" : null,
"type" : "QUICK_REPLY",
"message" : "pizza"
} ],
"footer" : {
"type" : "TEXT",
"message" : "Thank you"
},
"header" : null
},
"language" : "en",
"id" : "3942000001074177",
"message" : "Welcome to Tasty Bakery. What would you like to eat?",
"rejectionReason" : null,
"status" : "APPROVED"
} ],
"id" : "3942000001074175",
"status" : "APPROVED"
}
Automation Engine APIs
Example
{ }
This API fetches the supported Actions of an AutomationEngine
string
optional,AutomationEngine's system name
long
optionalAutomationEngine's id
OAuth Scope
Desk.settings.READ
Request Example
Response Example
{
"engineName" : "WORKFLOWS",
"actions" : [ {
"async" : true,
"name" : "StopEngine",
"reusable" : true
}, {
"async" : true,
"name" : "StartEngine",
"reusable" : true
} ],
"modules" : [ {
"name" : "TICKETS",
"actions" : [ {
"async" : true,
"name" : "StopEngine",
"reusable" : true
}, {
"async" : true,
"name" : "StartEngine",
"reusable" : true
} ],
"events" : [ {
"name" : "CREATE",
"submodule" : "",
"actions" : [ {
"async" : true,
"name" : "LogCreate",
"reusable" : true
}, {
"async" : true,
"name" : "NotifyCreate",
"reusable" : true
} ]
}, {
"name" : "UPDATE",
"submodule" : null,
"actions" : [ {
"async" : true,
"name" : "NotifyUpdate",
"reusable" : true
}, {
"async" : true,
"name" : "LogUpdate",
"reusable" : true
} ]
} ]
}, {
"name" : "CUSTOM_MODULE",
"actions" : [ {
"async" : true,
"name" : "StartEngine",
"reusable" : true
}, {
"async" : true,
"name" : "StopEngine",
"reusable" : true
} ],
"events" : [ {
"name" : "CREATE",
"submodule" : "",
"actions" : [ {
"async" : true,
"name" : "LogCreate",
"reusable" : true
}, {
"async" : true,
"name" : "NotifyCreate",
"reusable" : true
} ]
}, {
"name" : "UPDATE",
"submodule" : null,
"actions" : [ {
"async" : true,
"name" : "LogUpdate",
"reusable" : true
}, {
"async" : true,
"name" : "NotifyUpdate",
"reusable" : true
} ]
} ]
} ]
}
This API directly imports data to Desk without the need for bundling it into a specific file format.
long
The ID of the Import request.
string
The ID is used to uniquely identify the import scope, enabling multiple import requests within the same scope. The purpose of the scopeId is to categorize external data under a specific classification. This categorization ensures that the parent-child relationship between entities is established only within the same category. The value of scopeId will be a UUID.
long
It is a unique ID used to identify a group. All the entity data under a group is sequentially imported. The sequential import order is determined by the parent-child relationship. For instance, if the contacts are linked to specific accounts, you might need to import accounts before contacts. Following the recommended order ensures that data dependencies are correctly established and maintained within the system after the import. This practice eliminates potential data integrity issues. Note: Entity data belonging to the same group will be imported sequentially, while entity data from different groups can be imported in parallel.
timestamp
The time at which the import request is initiated.
timestamp
The time at which the import is completed.
string
Callback URL to receive notification upon the completion of a particular import.
long
The ID of the user who submitted the import request.
boolean
The key that indicates whether the import has errors or not.
String
The key that returns the status of the Import request. The values are queued, scheduled, completed and systemError.
String
The data to be imported.
string
The URL to retrieve the import error log.
Example
{ "importInitiatedTime" : "2018-12-17T06:40:57.109Z", "importCompletedTime" : "2018-12-17T12:11:04.000Z", "scopeId" : "7d69f2c6-1d6d-4a75-99d1-fafc4e4177a7", "errorReportUrl" : "https://desk.zoho.com/api/v1/importErrorLog/4000000024001", "runAutomation" : "false", "notifyUrl" : "www.demoServer.com/notifyImportStatus", "hasError" : true, "id" : "4000000024001", "importedBy" : "4000000016079", "status" : "completed" }
This API fetches a single import info from your help desk portal.
OAuth Scope
Desk.imports
Request Example
Response Example
{
"importInitiatedTime" : "2018-12-17T06:40:57.109Z",
"importCompletedTime" : "2018-12-17T12:11:04.000Z",
"scopeId" : "7d69f2c6-1d6d-4a75-99d1-fafc4e4177a7",
"errorReportUrl" : "https://desk.zoho.com/api/v1/importErrorLog/4000000024001",
"runAutomation" : "false",
"notifyUrl" : "www.demoServer.com/notifyImportStatus",
"hasError" : true,
"id" : "4000000024001",
"importedBy" : "4000000016079",
"status" : "completed"
}
This API add a import entry under a given scope in your help desk portal.
string
required,The ID is used to uniquely identify the import scope, enabling multiple import requests within the same scope. The purpose of the scopeId is to categorize external data under a specific classification. This categorization ensures that the parent-child relationship between entities is established only within the same category. The value of scopeId will be a UUID.
long
optionalIt is a unique ID used to identify a group. All the entity data under a group is sequentially imported. The sequential import order is determined by the parent-child relationship. For instance, if the contacts are linked to specific accounts, you might need to import accounts before contacts. Following the recommended order ensures that data dependencies are correctly established and maintained within the system after the import. This practice eliminates potential data integrity issues. Note: Entity data belonging to the same group will be imported sequentially, while entity data from different groups can be imported in parallel.
string
optional,Callback URL to receive notification upon the completion of a particular import.
OAuth Scope
Desk.imports
Request Example
Response Example
{
"importInitiatedTime" : "2018-12-17T06:40:57.109Z",
"importCompletedTime" : "2018-12-17T12:11:04.000Z",
"scopeId" : "7d69f2c6-1d6d-4a75-99d1-fafc4e4177a7",
"errorReportUrl" : "https://desk.zoho.com/api/v1/importErrorLog/4000000024001",
"runAutomation" : "false",
"notifyUrl" : null,
"hasError" : true,
"id" : "4000000024001",
"importedBy" : "4000000016079",
"status" : "completed"
}
This API fetches entity id's for given external ids your help desk portal.
string
required,The ID is used to uniquely identify the Import scope, enabling multiple import requests within the same scope. The purpose of the scopeId is to categorize external data under a specific classification. This categorization ensures that the parent-child relationship between entities is established only within the same category. The value of scopeId will be a UUID.
String
requiredThe modules that are associated with the externalIds.
list
requiredThe Id for which the entityId had to be fetched.
OAuth Scope
Desk.imports
Request Example
Response Example
{
"data" : [ {
"externalId" : "ticketLayout1",
"entityId" : "6000000073007"
} ]
}
BulkExport helps you to export your records from helpdesk
long
Specifies the ID of the export
string
The list of modules to export. Allowed values are tickets, contacts, tasks, calls, events, timeEntry, accounts, solutions, products, topics, departments, agents, teams or custom module
string
Callback URL to receive notification upon the completion of a particular export.
list
Fields of the selected module that are to be exported. Note: Provide the API name of the fields that are to be exported.
timestamp
Specifies the timestamp after which data modifications are included in the export.
long
The maximum number of rows per file.
long
Specifies the ID of the view from which the corresponding records will be exported.
long
Specifies the ID of the department.
Note: To export records from pre-defined views, both the viewId and departmentId must be provided; otherwise, all the view records will be fetched regardless of departments.
Example
{ "modifiedAfter" : "2019-05-06T18:20:37.733Z", "callBackUrl" : "https://test.com", "viewId" : "5000000031695", "hasNextPage" : false, "module" : "tickets", "departmentId" : "5000000031695", "fields" : [ "email", "subject", "status", "isSpam" ], "exportId" : "78123412123", "status" : "COMPLETED" }
When you export data using the /api/v1/bulkExport, the resulting exported file will contain specific CSV files depending on whether the modifiedAfterkey was passed in the request or not.
If the modifiedAfterkey was not passed in the request, the exported .zip file will contain only one file mentioned below:
If the modifiedAfterkey was passed in the request, the exported .zip file contains below CSV files:
modifiedAfterkey.modifiedAfterkey.modifiedAfterkey.modifiedAfterkey.modifiedAfterkey.To get Export details.
OAuth Scope
Desk.exports
Request Example
Response Example
{
"modifiedAfter" : "2019-05-06T18:20:37.733Z",
"callBackUrl" : "https://webhook.site/c57564f2-f262-4092-adc4-7c416d401d50",
"viewId" : "5000000031695",
"hasNextPage" : "false",
"module" : "tickets",
"departmentId" : "5000000031695",
"fields" : [ "email", "subject", "status", "isSpam" ],
"exportId" : "5000001003083",
"limitPerFile" : "100000",
"status" : "INITIATED"
}
To initiate module Exports.
long
optionalSpecifies the ID of the export
string
required,The list of modules to export. Allowed values are tickets, contacts, tasks, calls, events, timeEntry, accounts, solutions, products, topics, departments, agents, teams or custom module
string
optional,Callback URL to receive notification upon the completion of a particular export.
list
optionalFields of the selected module that are to be exported. Note: Provide the API name of the fields that are to be exported.
long
optional,The maximum number of rows per file.
long
optionalSpecifies the ID of the view from which the corresponding records will be exported.
long
optionalSpecifies the ID of the department.
Note: To export records from pre-defined views, both the viewId and departmentId must be provided; otherwise, all the view records will be fetched regardless of departments.
OAuth Scope
Desk.exports
Request Example
Response Example
{
"modifiedAfter" : "2019-05-06T18:20:37.733Z",
"callBackUrl" : "https://webhook.site/c57564f2-f262-4092-adc4-7c416d401d50",
"viewId" : "5000000031695",
"module" : "tickets",
"departmentId" : "5000000031695",
"fields" : [ "email", "subject", "status", "isSpam" ],
"exportId" : "5000001003083",
"limitPerFile" : "100000",
"status" : "INITIATED"
}
API to download the bulk Export zip file from ZFS.
long
requiredthe id of the export which was initiated for first time
OAuth Scope
Desk.exports
Request Example
Response Example
200