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" : "$", "logoURL" : "http://img.zohostatic.com/support/1284527/images/portalLogo.png", "isDefault" : "false", "phoneNumber" : "9884358081", "portalURL" : "http://support.zylker.com/support/zylker/ShowHomePage.do", "primaryContact" : "steve@zylker.com", "currencyCode" : "USD", "isSandboxPortal" : "false" }
This API fetches the details of an organization from your help desk.
boolean
optional,Key that denotes if the customDomain field must be included in the API response
OAuth Scope
Desk.settings.READ , Desk.basic.READ
Request Example
Response Example
{
"country" : "United States",
"city" : "Bernierview",
"companyName" : "Zylker INC.",
"description" : "We are Zylker Support.",
"edition" : "ENTERPRISE",
"employeeCount" : "10",
"isAdminInOrg" : true,
"faviconURL" : "https://desk.zoho.com/api/v1/organizations/3981311/favicon?no-cache=d61a9627de49ffe046fcab71af3359e8",
"portalName" : "zylker",
"street" : "70961 Powlowski Crossing",
"currencyLocale" : "US",
"alias" : "Zylker Teams",
"id" : "3981311",
"state" : "NC",
"isPayloadEncryptionEnabled" : "false",
"fax" : "8392839821",
"zip" : "68838-2640",
"website" : "www.zylker.com",
"mobile" : "9848022338",
"currencySymbol" : "$",
"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://img.zohostatic.com/support/1284527/images/portalLogo.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://img.zohostatic.com/support/1284527/images/portalLogo.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,Select the Table View content style: wrap or clip
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
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.