Introduction

A webhook is an HTTP callback that pushes event information to a server endpoint. In the case of Zoho Desk, a webhook pushes relevant information to the callback URL whenever an event, such as adding a ticket or updating a contact, occurs in the help desk. You can receive any number of events through a single callback URL.

After receiving event information, the callback URL must send a 200 OK response back. Event receipt is considered failed if the callback URL sends a response other than 200 OK or fails to respond within 5 seconds of receiving event information. Similarly, a 410 Gone response results in automatic removal of the webhook subscription.

Zoho Desk supports both HTTP and HTTPS callback URLs. However, HTTPS callback URLs are strongly recommended because they ensure better security.

Also, keep in mind that not all users can create webhooks; the permission to create webhooks is profile-specific. What this means is that only those users who are assigned a profile with the Webhook permission enabled can create webhooks in your portal. To enable/disable the Webhook permission for a profile, go to Setup ---> Users and Control ---> Permissions ---> Profiles, in the Zoho Desk UI.

The table below lists the number of webhooks offered in each Zoho Desk edition.

Edition	Webhooks Offered
Free	0
Standard	0
Professional	5
Enterprise	10

You can configure a maximum of 20 webhooks in your help desk portal. However, the number of webhooks that can be enabled depends on the Zoho Desk edition in use. For instance, if you use the Professional edition, you can configure 20 webhooks, out of which only 5 can be enabled at any given time.

If you upgrade the edition of your help desk portal, you can enable inactive webhooks using the isEnabled key. On the contrary, if you downgrade to the Professional edition, the oldest 5 webhooks are retained and the others are disabled; and if you downgrade to the Free edition, all webhooks are disabled.

We use JWT for webhook authentication. Learn more on Webhook Authentication.

Webhook Root Endpoint

https://desk.zoho.com/api/v1/

Webhook APIs

These APIs helps you programmatically create, view, update, or delete webhooks that subscribe to the event information from Zoho Desk.

ATTRIBUTES

Attribute Name

Data Type

Description

ignoreSourceId

string

Optional

Client ID exempted from triggering webhooks. The value of this attribute must always be a UUID. For information on how to use this attribute, refer to the Ignoring Webhook Events section.

url

string

Required

Server endpoint to which event information must be sent

name

string

Optional

Name of the webhook

description

string

Optional

Description of the webhook

long

ReadOnly

ID of the webhook

isEnabled

boolean

Optional

Key that returns if the webhook is enabled or not

createdBy

long

ReadOnly

ID of user who created the webhook

createdTime

timestamp

ReadOnly

Time of creating the webhook

modifiedTime

timestamp

ReadOnly

Time of modifying the webhook

type

String

ReadOnly

Indicate the type of the webhook.Available webhook types are: CUSTOMER_WEBHOOK and EXTENSION_WEBHOOK

includeEventsFrom

Show Attributes

list

Optional

Key that restricts the type of events whose information is sent. This key helps reduce the clutter caused by bulk events generated through automated events. The value currently supported is AUTOMATION. If you pass this value, event information generated by Supervise Rules (time-based actions) is sent. The default value for the key is null. Only supported for Tickets

subscriptions

Show Attributes

JSONObject

Required

Events that you want to subscribe to

Department_Add

JSONObject

Optional

Department Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

Department_Update

Show Attributes

JSONObject

Optional

Department Update Event: This event does not support filters. Therefore, pass the value as null in the API request.

Agent_Add

JSONObject

Optional

Agent Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

Agent_Update

Show Attributes

JSONObject

Optional

Agent Update Event: This event does not support filters. Therefore, pass the value as null in the API request.

Agent_Delete

JSONObject

Optional

Agent Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Agent_Presence_Update

JSONObject

Optional

Agent Presence Event: This event does not support filters. Therefore, pass the value as null in the API request.

IM_Message_Add

Show Attributes

JSONObject

Optional

IM Message Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

Contact_Add

JSONObject

Optional

Contact Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

Contact_Update

Show Attributes

JSONObject

Optional

Contact Update Event: This event does not support filters. Therefore, pass the value as null in the API request.

Contact_Delete

JSONObject

Optional

Contact Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Account_Add

JSONObject

Optional

Account Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

Account_Update

Show Attributes

JSONObject

Optional

Account Update Event: This event does not support filters. Therefore, pass the value as null in the API request.

Account_Delete

JSONObject

Optional

Account Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Ticket_Attachment_Add

Show Attributes

JSONObject

Optional

Ticket Attachment Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

Ticket_Attachment_Update

Show Attributes

JSONObject

Optional

Ticket Attachment Update Event: This event does not support filters. Therefore, pass the value as null in the API request.

Ticket_Add

Show Attributes

JSONObject

Optional

Ticket Add Event: This event supports the departmentId filter.

Ticket_Update

Show Attributes

JSONObject

Optional

Ticket Update Event: This event supports the departmentId filter.

Ticket_Delete

JSONObject

Optional

Ticket Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Ticket_Comment_Add

Show Attributes

JSONObject

Optional

Ticket Comment Add Event:This event supports the departmentId filter.

Ticket_Comment_Update

Show Attributes

JSONObject

Optional

Ticket Comment Update Event:This event supports the departmentId filter.

Ticket_Thread_Add

Show Attributes

JSONObject

Optional

Ticket Thread Add Event: This event supports the departmentId and direction filters.

Task_Add

Show Attributes

JSONObject

Optional

Task Add Event: This event supports the departmentId filter.

Task_Update

Show Attributes

JSONObject

Optional

Task Update Event: This event supports the departmentId filter.

Task_Delete

JSONObject

Optional

Task Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Call_Add

Show Attributes

JSONObject

Optional

Call Add Event: This event supports the departmentId filter.

Call_Update

Show Attributes

JSONObject

Optional

Call Update Event: This event supports the departmentId filter.

Call_Delete

JSONObject

Optional

Call Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Event_Add

Show Attributes

JSONObject

Optional

Event Add Event: This event supports the departmentId filter.

Event_Update

Show Attributes

JSONObject

Optional

Event Update Event: This event supports the departmentId filter.

Event_Delete

JSONObject

Optional

Event Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

TimeEntry_Add

JSONObject

Optional

Time Entry Add Event: This event does not support filters. Therefore, pass the value as null in the API request.

TimeEntry_Update

Show Attributes

JSONObject

Optional

Time Entry Update Event: This event supports includePrevState filter

TimeEntry_Delete

JSONObject

Optional

Time Entry Delete Event: This event does not support filters. Therefore, pass the value as null in the API request.

Ticket_Approval_Add

JSONObject

Optional

Ticket Approval Add Event

Ticket_Approval_Update

Show Attributes

JSONObject

Optional

Ticket Approval Update Event

Article_Add

null

Optional

Article Add Event

Article_Update

Show Attributes

JSONObject

Optional

Article Update Event

Article_Delete

null

Optional

Article Delete Event

Article_Translation_Add

null

Optional

Article Translation Add Event

Article_Translation_Update

Show Attributes

JSONObject

Optional

Article Translation Update Event

Article_Translation_Delete

null

Optional

Article Translation Delete Event

Article_Feedback_Add

null

Optional

Article Feedback Add Event

KBRootCategory_Add

null

Optional

KB Root Category Add Event

KBRootCategory_Update

Show Attributes

JSONObject

Optional

KB Root Category Update Event

KBRootCategory_Delete

null

Optional

KB Root Category Delete Event

KBSection_Add

null

Optional

KB Section Add Event

KBSection_Update

Show Attributes

JSONObject

Optional

KB Section Update Event

KBSection_Delete

null

Optional

KB Section Delete Event

Example

{ "modifiedTime" : "2018-06-04T16:43:45.304Z", "subscriptions" : { "Account_Add" : null, "Contact_Update" : null, "Account_Update" : null, "Ticket_Update" : { "departmentIds" : [ "1234567890", "1234567891" ] }, "Ticket_Add" : { "departmentIds" : [ "1234567890", "1234567891" ] }, "Ticket_Comment_Add" : { "departmentIds" : [ "1234567891" ] }, "Ticket_Thread_Add" : { "departmentIds" : [ "1234567890" ] }, "Contact_Add" : null }, "includeEventsFrom" : [ "AUTOMATION" ], "createdBy" : "100000002344", "isEnabled" : true, "name" : "Test webhook", "createdTime" : "2018-06-04T16:02:20.737Z", "description" : "This webhook listen to ticket events", "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a214cf093ae", "id" : "1234567800", "type" : "CUSTOMER_WEBHOOK", "url" : "www.demoServer.com/webhookTest" }

List all webhooks

This API lists all webhooks configured in your help desk.

Query Params

Param Name

Data Type

Description

GET /api/v1/webhooks

OAuth Scope

Desk.events.READ

Request Example

$ curl -X GET https://desk.zoho.com/api/v1/webhooks
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60s"

Response Example

{
  "data" : [ {
    "modifiedTime" : "2018-06-04T16:43:45.304Z",
    "subscriptions" : {
      "Account_Add" : null,
      "Contact_Update" : null,
      "Account_Update" : null,
      "Ticket_Update" : {
        "departmentIds" : [ "1234567890", "1234567891" ]
      },
      "Ticket_Add" : {
        "departmentIds" : [ "1234567891", "1234567895" ]
      },
      "Ticket_Comment_Add" : {
        "departmentIds" : [ "1234567890" ]
      },
      "Ticket_Thread_Add" : {
        "departmentIds" : [ "1234567890" ]
      },
      "Contact_Add" : null
    },
    "includeEventsFrom" : [ "AUTOMATION" ],
    "createdBy" : "100000002344",
    "isEnabled" : false,
    "name" : "Test webhook",
    "createdTime" : "2018-06-04T16:02:20.737Z",
    "description" : "This webhook listen to ticket events",
    "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a214cf093ae",
    "id" : "1234567800",
    "type" : "CUSTOMER_WEBHOOK",
    "url" : "www.demoServer.com/webhookTest"
  }, {
    "modifiedTime" : "2018-06-04T16:43:45.304Z",
    "subscriptions" : {
      "Ticket_Update" : {
        "departmentIds" : [ "1234567890", "1234567895" ]
      },
      "Ticket_Add" : {
        "departmentIds" : [ "1234567891", "1234567895" ]
      }
    },
    "createdBy" : "100000002344",
    "isEnabled" : true,
    "name" : "Test webhook",
    "createdTime" : "2018-06-04T16:02:20.737Z",
    "description" : "This webhook handles desk events and trigger actions in google extension ",
    "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a204cf194bf",
    "id" : "1234567801",
    "type" : "EXTENSION_WEBHOOK",
    "url" : "www.demoServer2.com/webhookTest"
  } ]
}

Get webhook

This API fetches a single webhook from your help desk.

Query Params

Param Name

Data Type

Description

GET /api/v1/webhooks/{webhook_id}

OAuth Scope

Desk.events.READ

Request Example

$ curl -X GET https://desk.zoho.com/api/v1/webhook/1234567800
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60s"

Response Example

{
  "modifiedTime" : "2018-06-04T16:43:45.304Z",
  "subscriptions" : {
    "Account_Add" : null,
    "Contact_Update" : null,
    "Account_Update" : null,
    "Ticket_Update" : {
      "departmentIds" : [ "1234567890", "1234567891" ]
    },
    "Ticket_Add" : {
      "departmentIds" : [ "1234567891", "1234567895" ]
    },
    "Ticket_Comment_Add" : {
      "departmentIds" : [ "1234567891" ]
    },
    "Ticket_Thread_Add" : {
      "departmentIds" : [ "1234567891" ]
    },
    "Contact_Add" : null
  },
  "includeEventsFrom" : [ "AUTOMATION" ],
  "createdBy" : "100000002344",
  "isEnabled" : true,
  "name" : "Test webhook",
  "createdTime" : "2018-06-04T16:02:20.737Z",
  "description" : "This webhook listen to ticket events",
  "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a214cf093ae",
  "id" : "1234567800",
  "type" : "CUSTOMER_WEBHOOK",
  "url" : "www.demoServer.com/webhookTest"
}

Create webhook

This API creates a webhook in your help desk. When the API is invoked, a validation GET request is sent to the subscription URL. That subscription end-point must return a 200 OK message to confirm the subscription. If the 200 OK message is not received, a validation POST request is initiated to the subscription URL. Failure to receive a 200 OK message will result in the failure of webhook creation.

POST /api/v1/webhooks

OAuth Scope

Desk.events.CREATE

Request Example

$ curl -X POST https://desk.zoho.com/api/v1/webhooks
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60s"

  -d '{
  "subscriptions" : {
    "Account_Add" : null,
    "Contact_Update" : null,
    "Account_Update" : null,
    "Ticket_Update" : {
      "departmentIds" : [ "1234567890", "1234567895" ]
    },
    "Ticket_Add" : {
      "departmentIds" : [ "1234567891", "1234567895" ]
    },
    "Ticket_Comment_Add" : {
      "departmentIds" : [ "1234567890" ]
    },
    "Ticket_Thread_Add" : {
      "departmentIds" : [ "1234567891" ]
    },
    "Contact_Add" : null
  },
  "includeEventsFrom" : [ "AUTOMATION" ],
  "name" : "Test webhook",
  "description" : "This webhook listen to ticket events",
  "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a214cf093ae",
  "url" : "www.demoServer.com/webhookTest"
}'

Response Example

{
  "modifiedTime" : "2018-06-04T16:43:45.304Z",
  "subscriptions" : {
    "Account_Add" : null,
    "Contact_Update" : null,
    "Account_Update" : null,
    "Ticket_Update" : {
      "departmentIds" : [ "1234567890", "1234567895" ]
    },
    "Ticket_Add" : {
      "departmentIds" : [ "1234567891", "1234567895" ]
    },
    "Ticket_Comment_Add" : {
      "departmentIds" : [ "1234567891" ]
    },
    "Ticket_Thread_Add" : {
      "departmentIds" : [ "1234567891" ]
    },
    "Contact_Add" : null
  },
  "includeEventsFrom" : [ "AUTOMATION" ],
  "createdBy" : "100000002344",
  "isEnabled" : true,
  "name" : "Test webhook",
  "description" : "This webhook listen to ticket events",
  "createdTime" : "2018-06-04T16:02:20.737Z",
  "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a214cf093ae",
  "id" : "1234567800",
  "type" : "CUSTOMER_WEBHOOK",
  "url" : "www.demoServer.com/webhookTest"
}

Update webhook

This API updates the details of an existing webhook. When the webhook's URL is altered, a validation GET request is sent to the new URL. If the 200 OK message is not received, a validation POST request is initiated.

PATCH /api/v1/webhooks/{webhooks_id}

OAuth Scope

Desk.events.UPDATE

Request Example

$ curl -X PATCH https://desk.zoho.com/api/v1/webhooks/1234567800
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60s"

  -d '{
  "subscriptions" : {
    "Account_Add" : null,
    "Contact_Update" : null,
    "Account_Update" : null,
    "Contact_Add" : null
  }
}'

Response Example

{
  "modifiedTime" : "2018-06-04T16:43:45.304Z",
  "subscriptions" : {
    "Account_Add" : null,
    "Contact_Update" : null,
    "Account_Update" : null,
    "Contact_Add" : null
  },
  "includeEventsFrom" : [ "AUTOMATION" ],
  "createdBy" : "100000002344",
  "isEnabled" : false,
  "name" : "Test webhook",
  "createdTime" : "2018-06-04T16:02:20.737Z",
  "description" : "This webhook listen to ticket events",
  "id" : "1234567800",
  "ignoreSourceId" : "49ad222a-f812-11e7-8c3f-9a214cf093ae",
  "type" : "CUSTOMER_WEBHOOK",
  "url" : "www.demoServer.com/webhookTest"
}

Delete webhook

This API deletes an existing webhook. After this API is executed, the URL in the webhook stops receiving event information.

DELETE /api/v1/webhooks/{webhooks_id}

OAuth Scope

Desk.events.DELETE

Request Example

$ curl -X DELETE https://desk.zoho.com/api/v1/webhooks/1234567800
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60s"

Response Example

Events Supported

Zoho Desk webhooks support different events across all help desk modules. Order of events within each module is preserved if there are no failed events, whereas order of events across modules is not preserved.

Attribute Name

Data Type

Description

payload

JSONObject

Current state of the resource

prevState

JSONObject

Previous state of the resource. This key, which is supported only for update events, is made available only if you enabled it while subscribing to the respective event.

eventType

String

Type of the event

eventTime

timestamp

Time when the event occurred

The different events currently supported are as follows:

Ticket Add Event

This event is triggered when a ticket is added.

Event Type : Ticket_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2021-04-15T12:45:24.000Z",
    "subCategory" : null,
    "statusType" : "Open",
    "subject" : "Ticket add Event",
    "departmentId" : "31138000000006907",
    "dueDate" : null,
    "channel" : "TWITTER",
    "onholdTime" : null,
    "language" : null,
    "source" : {
      "appName" : null,
      "extId" : null,
      "permalink" : null,
      "type" : "SYSTEM",
      "appPhotoURL" : null
    },
    "resolution" : null,
    "sharedDepartments" : [ ],
    "closedTime" : null,
    "approvalCount" : "0",
    "isOverDue" : false,
    "isTrashed" : false,
    "contact" : {
      "firstName" : "Bgsgfen",
      "lastName" : "Ben",
      "phone" : "123234",
      "mobile" : null,
      "id" : "31138000008941137",
      "isSpam" : false,
      "type" : null,
      "email" : "ben@zylker.com",
      "account" : null
    },
    "createdTime" : "2021-04-15T12:45:24.000Z",
    "id" : "31138000011969204",
    "isResponseOverdue" : false,
    "firstThread" : null,
    "customerResponseTime" : "2021-04-15T12:45:24.000Z",
    "productId" : null,
    "contactId" : "31138000008941137",
    "threadCount" : "1",
    "secondaryContacts" : [ ],
    "priority" : null,
    "classification" : null,
    "commentCount" : "0",
    "accountId" : null,
    "taskCount" : "0",
    "phone" : "123234",
    "webUrl" : "https://desk.zoho.com/support/testingportal/ShowHomePage.do#Cases/dv/31138000011969204",
    "isSpam" : false,
    "assignee" : {
      "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
      "firstName" : "Last name",
      "lastName" : "pandeeswaran",
      "id" : "31138000000107033",
      "email" : "pandy@zylker.com"
    },
    "lastActivityTime" : "2000-01-01T00:00:00.000Z",
    "status" : "Open",
    "entitySkills" : [ ],
    "ticketNumber" : "1157",
    "sentiment" : null,
    "customFields" : {
      "severityPercentage" : "0.0",
      "dateofPurchase" : "2017-01-23T01:01:04.000Z",
      "url" : "www.demourl.com"
    },
    "isArchived" : false,
    "description" : "<div>Description</div>",
    "timeEntryCount" : "0",
    "channelRelatedInfo" : null,
    "responseDueDate" : null,
    "isDeleted" : false,
    "modifiedBy" : "31138000000107033",
    "followerCount" : "0",
    "email" : "ben@zylker.com",
    "layoutDetails" : {
      "id" : "31138000000093011",
      "layoutName" : "testingportal"
    },
    "channelCode" : null,
    "cf" : {
      "cf_url" : "www.demourl.com",
      "cf_severityPercentage" : "0.0",
      "cf_dateofPurchase" : "2017-01-23T01:01:04.000Z"
    },
    "isFollowing" : false,
    "assigneeId" : "31138000000107033",
    "layoutId" : "31138000000093011",
    "createdBy" : "31138000000107033",
    "teamId" : null,
    "tagCount" : "0",
    "isEscalated" : false,
    "attachmentCount" : "0",
    "category" : "General",
    "descAttachments" : [ {
      "size" : "35047",
      "name" : "test image4.png",
      "href" : "https://desk.zoho.com/api/v1/tickets/123456789044/attachments/123456789033/content",
      "id" : "123456789033"
    }, {
      "size" : "53447",
      "name" : "test image.png",
      "href" : "https://desk.zoho.com/api/v1/tickets/123456789044/attachments/123456789034/content",
      "id" : "123456789034"
    } ]
  },
  "eventTime" : "1618490724606",
  "eventType" : "Ticket_Add",
  "orgId" : "54983163"
} ]

Ticket Update Event

This event is triggered when an existing ticket is updated.

Event Type : Ticket_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2021-04-15T13:26:11.000Z",
    "subCategory" : null,
    "statusType" : "Open",
    "subject" : "cjhe]",
    "departmentId" : "31138000000006907",
    "dueDate" : null,
    "channel" : "TWITTER",
    "onholdTime" : null,
    "language" : null,
    "source" : {
      "appName" : null,
      "extId" : null,
      "permalink" : null,
      "type" : "SYSTEM",
      "appPhotoURL" : null
    },
    "resolution" : null,
    "sharedDepartments" : [ ],
    "closedTime" : null,
    "approvalCount" : "0",
    "isOverDue" : true,
    "isTrashed" : false,
    "contact" : {
      "firstName" : "Bgsgfen",
      "lastName" : "Ben",
      "phone" : "123234",
      "mobile" : null,
      "id" : "31138000008941137",
      "isSpam" : false,
      "type" : null,
      "email" : "ben@zylker.com",
      "account" : null
    },
    "createdTime" : "2021-04-15T13:12:51.000Z",
    "id" : "31138000011967402",
    "isResponseOverdue" : false,
    "firstThread" : null,
    "customerResponseTime" : "2021-04-15T13:12:50.000Z",
    "productId" : null,
    "contactId" : "31138000008941137",
    "threadCount" : "0",
    "secondaryContacts" : [ ],
    "priority" : null,
    "classification" : null,
    "commentCount" : "0",
    "accountId" : null,
    "taskCount" : "0",
    "phone" : "123234",
    "webUrl" : "https://desk.zoho.com/support/testingpandiportal/ShowHomePage.do#Cases/dv/31138000011967402",
    "isSpam" : false,
    "assignee" : {
      "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
      "firstName" : "Last name",
      "lastName" : "pandeeswaran",
      "id" : "31138000000107033",
      "email" : "pandy@zylker.com.com"
    },
    "lastActivityTime" : "2000-01-01T00:00:00.000Z",
    "status" : "On Hold",
    "entitySkills" : [ ],
    "ticketNumber" : "1161",
    "sentiment" : null,
    "isArchived" : false,
    "customFields" : {
      "severityPercentage" : "0.0",
      "dateofPurchase" : "2017-01-23T01:01:04.000Z",
      "url" : "www.demourl.com"
    },
    "description" : null,
    "timeEntryCount" : "0",
    "channelRelatedInfo" : null,
    "responseDueDate" : null,
    "isDeleted" : false,
    "modifiedBy" : "31138000000107033",
    "followerCount" : "0",
    "email" : "ben@zylker.com",
    "layoutDetails" : {
      "id" : "31138000000093011",
      "layoutName" : "testingpandiportal"
    },
    "channelCode" : null,
    "cf" : {
      "cf_url" : "www.demourl.com",
      "cf_severityPercentage" : "0.0",
      "cf_dateofPurchase" : "2017-01-23T01:01:04.000Z"
    },
    "isFollowing" : false,
    "assigneeId" : "31138000000107033",
    "layoutId" : "31138000000093011",
    "createdBy" : "31138000000107033",
    "teamId" : null,
    "tagCount" : "0",
    "isEscalated" : true,
    "attachmentCount" : "0",
    "category" : "General",
    "descAttachments" : [ ]
  },
  "payload" : {
    "modifiedTime" : "2021-04-15T13:34:27.000Z",
    "subCategory" : null,
    "statusType" : "Open",
    "subject" : "cjhe]",
    "departmentId" : "31138000000006907",
    "dueDate" : null,
    "channel" : "TWITTER",
    "onholdTime" : null,
    "language" : null,
    "source" : {
      "appName" : null,
      "extId" : null,
      "permalink" : null,
      "type" : "SYSTEM",
      "appPhotoURL" : null
    },
    "resolution" : null,
    "sharedDepartments" : [ ],
    "closedTime" : null,
    "approvalCount" : "0",
    "isOverDue" : false,
    "isTrashed" : false,
    "contact" : {
      "firstName" : "Bgsgfen",
      "lastName" : "Ben",
      "phone" : "123234",
      "mobile" : null,
      "id" : "31138000008941137",
      "isSpam" : false,
      "type" : null,
      "email" : "ben@zylker.com",
      "account" : null
    },
    "createdTime" : "2021-04-15T13:12:51.000Z",
    "id" : "31138000011967402",
    "isResponseOverdue" : false,
    "firstThread" : null,
    "customerResponseTime" : "2021-04-15T13:12:50.000Z",
    "productId" : null,
    "contactId" : "31138000008941137",
    "threadCount" : "0",
    "secondaryContacts" : [ ],
    "priority" : null,
    "classification" : null,
    "commentCount" : "0",
    "accountId" : null,
    "taskCount" : "0",
    "phone" : "123234",
    "webUrl" : "https://desk.zoho.com/support/testingpandiportal/ShowHomePage.do#Cases/dv/31138000011967402",
    "isSpam" : false,
    "assignee" : {
      "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
      "firstName" : "Last name",
      "lastName" : "pandeeswaran",
      "id" : "31138000000107033",
      "email" : "pandy@zylker.com.com"
    },
    "lastActivityTime" : "2000-01-01T00:00:00.000Z",
    "status" : "Open",
    "entitySkills" : [ ],
    "ticketNumber" : "1161",
    "sentiment" : null,
    "isArchived" : false,
    "customFields" : {
      "severityPercentage" : "0.0",
      "dateofPurchase" : "2017-01-23T01:01:04.000Z",
      "url" : "www.demourl.com"
    },
    "description" : null,
    "timeEntryCount" : "0",
    "channelRelatedInfo" : null,
    "responseDueDate" : null,
    "isDeleted" : false,
    "modifiedBy" : "31138000000107033",
    "followerCount" : "0",
    "email" : "ben@zylker.com",
    "layoutDetails" : {
      "id" : "31138000000093011",
      "layoutName" : "testingpandiportal"
    },
    "channelCode" : null,
    "cf" : {
      "cf_url" : "www.demourl.com",
      "cf_severityPercentage" : "0.0",
      "cf_dateofPurchase" : "2017-01-23T01:01:04.000Z"
    },
    "isFollowing" : false,
    "assigneeId" : "31138000000107033",
    "layoutId" : "31138000000093011",
    "createdBy" : "31138000000107033",
    "teamId" : null,
    "tagCount" : "0",
    "isEscalated" : false,
    "attachmentCount" : "0",
    "category" : "General",
    "descAttachments" : [ ]
  },
  "eventTime" : "1618493667780",
  "eventType" : "Ticket_Update",
  "orgId" : "54983163"
} ]

Ticket Delete Event

This event is triggered when an existing ticket is deleted.

Event Type : Ticket_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789044"
  },
  "eventTime" : "1516669264804",
  "eventType" : "Ticket_Delete",
  "orgId" : "3981311"
} ]

Ticket Approval Add Event

This event is triggered when an existing Ticket approval is add.

Event Type : Ticket_Approval_Add

Sample Payload

[ {
  "payload" : {
    "approver" : {
      "photoURL" : null,
      "firstName" : "",
      "lastName" : "pandy",
      "id" : "8000000016514",
      "email" : null
    },
    "requester" : {
      "photoURL" : null,
      "firstName" : "",
      "lastName" : "pandy",
      "id" : "8000000016514",
      "email" : null
    },
    "requestedTime" : "2020-05-13T10:48:53.000Z",
    "subject" : "New approval desk",
    "description" : "new app desc",
    "id" : "8000000081051",
    "status" : "Approved",
    "processedTime" : "2020-05-13T10:51:02.710Z"
  },
  "eventTime" : "1589367067429",
  "eventType" : "Ticket_Approval_Add",
  "orgId" : "15078608"
} ]

Ticket Approval Update Event

This event is triggered when an existing Ticket approval is updated.

Event Type : Ticket_Approval_Update

Sample Payload

[ {
  "prevState" : {
    "approver" : {
      "photoURL" : null,
      "firstName" : "",
      "lastName" : "pandy",
      "id" : "8000000016514",
      "email" : null
    },
    "requester" : {
      "photoURL" : null,
      "firstName" : "",
      "lastName" : "pandy",
      "id" : "8000000016514",
      "email" : null
    },
    "requestedTime" : "2020-05-13T10:48:53.000Z",
    "subject" : "New approval desk",
    "description" : "new app desc",
    "id" : "8000000081051",
    "status" : "Pending",
    "processedTime" : null
  },
  "payload" : {
    "approver" : {
      "photoURL" : null,
      "firstName" : "",
      "lastName" : "pandy",
      "id" : "8000000016514",
      "email" : null
    },
    "requester" : {
      "photoURL" : null,
      "firstName" : "",
      "lastName" : "pandy",
      "id" : "8000000016514",
      "email" : null
    },
    "requestedTime" : "2020-05-13T10:48:53.000Z",
    "subject" : "New approval desk",
    "description" : "new app desc",
    "id" : "8000000081051",
    "status" : "Approved",
    "processedTime" : "2020-05-13T10:51:02.710Z"
  },
  "eventTime" : "1589367067429",
  "eventType" : "Ticket_Approval_Update",
  "orgId" : "15078608"
} ]

Ticket Thread Add Event

This event is triggered when a thread is added to a ticket.

Event Type : Ticket_Thread_Add

Sample Payload

[ {
  "payload" : {
    "isDescriptionThread" : false,
    "canReply" : true,
    "attachments" : [ {
      "previewurl" : null,
      "size" : "104340",
      "name" : "Screenshot 2021-04-13 at 5.51.31 PM.png",
      "id" : "31138000011974102",
      "href" : "https://desk.zoho.com/api/v1/tickets/31138000011972149/threads/31138000011974105/attachments/31138000011974102/content"
    } ],
    "isContentTruncated" : false,
    "bcc" : "",
    "departmentId" : "31138000000006907",
    "channel" : "EMAIL",
    "source" : {
      "appName" : null,
      "extId" : null,
      "permalink" : null,
      "type" : "SYSTEM",
      "appPhotoURL" : null
    },
    "content" : "<meta /><div><div style=\"font-size :  13px; font-family :  Arial,  Helvetica,  Verdana,  sans-serif; \"><div>smd sfg&nbsp;</div><div><br /></div><div title=\"sign_holder::start\"></div><div><div title=\"survey_holder::start\"></div><div><div style=\"color :  rgb(51, 51, 51); padding-top :  15px; \"><a target=\"_blank\" href=\"https://desk.zoho.com/support/SurveyForm?gid=edbsne927f0acec11650811a67fa05a483ed2&amp;thd=edbsn0e3bd68622244410b5db05accbb5764680d4c62bea582b452b54a91533e6560e&amp;uid=edbsna2f97fad4a99eb2b72ce32ff90d57b94&amp;aid=edbsn33e5b44fd9f3ba7a7a723a43daf6f99c52940d991c4978ffe0ba4813c30d1f5e&amp;did=edbsna6d1b8f4cb16d538007088802a85ef4fbbbd81ac8bc0e3840d5dea49a0bb5dda\" style=\"font-size :  16px; color :  rgb(43, 94, 208); text-decoration :  none; margin-bottom :  10px; display :  inline-block; \" rel=\"noreferrer\">How would you rate our customer service?</a><br /><div style=\"clear :  both; \"></div><a target=\"_blank\" href=\"https://desk.zoho.com/support/SurveyForm?gid=edbsne927f0acec11650811a67fa05a483ed2&amp;thd=edbsn0e3bd68622244410b5db05accbb5764680d4c62bea582b452b54a91533e6560e&amp;uid=edbsna2f97fad4a99eb2b72ce32ff90d57b94&amp;aid=edbsn33e5b44fd9f3ba7a7a723a43daf6f99c52940d991c4978ffe0ba4813c30d1f5e&amp;did=edbsna6d1b8f4cb16d538007088802a85ef4fbbbd81ac8bc0e3840d5dea49a0bb5dda&amp;sop=1\" rel=\"noreferrer\"><div style=\"background :  rgb(251, 255, 240); border-color :  rgb(226, 238, 197); line-height :  10px; cursor :  pointer; display :  inline-block; color :  rgb(0, 0, 0); margin :  0 10px 10px 0; border-radius :  50px; font-size :  15px; padding :  5px 15px 5px 5px; border-width :  1px; border-style :  solid; \"><div style=\"float :  left; \"><img style=\"margin-right :  5px; background :  transparent none repeat scroll 0% 0%; max-width :  100%; \" alt=\"\" src=\"https://desk.zoho.com/support/SurveyForm?&amp;mode=img&amp;pid=edbsn0e96b96b356945c6382ac698614f4cd24b4c7db1540da63c2d3f4b724c23650d&amp;gid=edbsne927f0acec11650811a67fa05a483ed2\" width=\"24\" height=\"24\" /></div><div style=\"float :  left; margin-top :  4px; margin-left :  2px; display :  block; overflow :  hidden; white-space :  nowrap; max-width :  300px; line-height :  17px; \">Good</div></div></a><a target=\"_blank\" href=\"https://desk.zoho.com/support/SurveyForm?gid=edbsne927f0acec11650811a67fa05a483ed2&amp;thd=edbsn0e3bd68622244410b5db05accbb5764680d4c62bea582b452b54a91533e6560e&amp;uid=edbsna2f97fad4a99eb2b72ce32ff90d57b94&amp;aid=edbsn33e5b44fd9f3ba7a7a723a43daf6f99c52940d991c4978ffe0ba4813c30d1f5e&amp;did=edbsna6d1b8f4cb16d538007088802a85ef4fbbbd81ac8bc0e3840d5dea49a0bb5dda&amp;sop=2\" rel=\"noreferrer\"><div style=\"background :  rgb(255, 254, 241); border-color :  rgb(244, 234, 124); line-height :  10px; cursor :  pointer; display :  inline-block; color :  rgb(0, 0, 0); margin :  0 10px 10px 0; border-radius :  50px; font-size :  15px; padding :  5px 15px 5px 5px; border-width :  1px; border-style :  solid; \"><div style=\"float :  left; \"><img style=\"margin-right :  5px; background :  transparent none repeat scroll 0% 0%; max-width :  100%; \" alt=\"\" src=\"https://desk.zoho.com/support/SurveyForm?&amp;mode=img&amp;pid=edbsn232dc2f4a787e6433a072518bf5f10fb3d45f21f23aeb210e00208f8b64d5de0&amp;gid=edbsne927f0acec11650811a67fa05a483ed2\" width=\"24\" height=\"24\" /></div><div style=\"float :  left; margin-top :  4px; margin-left :  2px; display :  block; overflow :  hidden; white-space :  nowrap; max-width :  300px; line-height :  17px; \">Okay</div></div></a><a target=\"_blank\" href=\"https://desk.zoho.com/support/SurveyForm?gid=edbsne927f0acec11650811a67fa05a483ed2&amp;thd=edbsn0e3bd68622244410b5db05accbb5764680d4c62bea582b452b54a91533e6560e&amp;uid=edbsna2f97fad4a99eb2b72ce32ff90d57b94&amp;aid=edbsn33e5b44fd9f3ba7a7a723a43daf6f99c52940d991c4978ffe0ba4813c30d1f5e&amp;did=edbsna6d1b8f4cb16d538007088802a85ef4fbbbd81ac8bc0e3840d5dea49a0bb5dda&amp;sop=3\" rel=\"noreferrer\"><div style=\"background :  rgb(255, 249, 246); border-color :  rgb(242, 219, 211); line-height :  10px; cursor :  pointer; display :  inline-block; color :  rgb(0, 0, 0); margin :  0 0 10px 0; border-radius :  50px; font-size :  15px; padding :  5px 15px 5px 5px; border-width :  1px; border-style :  solid; \"><div style=\"float :  left; \"><img style=\"margin-right :  5px; background :  transparent none repeat scroll 0% 0%; max-width :  100%; \" alt=\"\" src=\"https://static.zohocdn.com/desk/app/images/emoji_bad.c75975bbd546560f6594.png\" width=\"24\" height=\"24\" /></div><div style=\"float :  left; margin-top :  4px; margin-left :  2px; display :  block; overflow :  hidden; white-space :  nowrap; max-width :  300px; line-height :  17px; \">Bad</div></div></a></div><div style=\"clear :  both; \"></div></div><div title=\"survey_holder::end\"></div></div><div title=\"sign_holder::end\"></div><div><br /></div><div>---- On &nbsp;Thu, 15 Apr 2021 19:52:49&nbsp;+0530<b>&nbsp;testingpandiportal&lt;support@testingpandiportal.localzohodesk.com&gt;&nbsp;</b> wrote ---- <br /></div><div title=\"beforequote:::\"><br /></div><div><blockquote style=\"border-left :  1px dotted rgb(229, 229, 229); margin-left :  5px; padding-left :  5px; \"><div style=\"padding-top :  10px; \"><div style=\"font-size :  13px; font-family :  Arial,  Helvetica,  Verdana,  sans-serif; \"><div>This is thread<br /></div><div><br /></div><div title=\"sign_holder::start\"></div><div><div title=\"survey_holder::start\"></div><div><div style=\"color :  rgb(51, 51, 51); padding-top :  15px; \"><div><a style=\"font-size :  16px; color :  rgb(43, 94, 208); text-decoration :  none; margin-bottom :  10px; display :  inline-block; \" href=\"https://desk.zoho.com/support/SurveyForm?gid=edbsne927f0acec11650811a67fa05a483ed2&amp;thd=edbsn855c5c0fb8703c897ea1b43d350fb2bdce822286203b3c65764c3cf0a44b8326&amp;uid=edbsn8ce871bf2e1baac326cf168cc338884a&amp;aid=edbsn33e5b44fd9f3ba7a7a723a43daf6f99c52940d991c4978ffe0ba4813c30d1f5e&amp;did=edbsna6d1b8f4cb16d538007088802a85ef4fbbbd81ac8bc0e3840d5dea49a0bb5dda\" target=\"_blank\" rel=\"noreferrer\">How would you rate our customer service?</a><br /></div><div style=\"clear :  both; \"><br /></div><div style=\"background :  rgb(251, 255, 240); border-color :  rgb(226, 238, 197); line-height :  10px; cursor :  pointer; display :  inline-block; color :  rgb(0, 0, 0); margin :  0 10px 10px 0; border-radius :  50px; font-size :  15px; padding :  5px 15px 5px 5px; border-width :  1px; border-style :  solid; \"><div style=\"float :  left; \"><img height=\"24\" width=\"24\" src=\"https://desk.zoho.com/support/SurveyForm?&amp;mode=img&amp;pid=edbsn0e96b96b356945c6382ac698614f4cd24b4c7db1540da63c2d3f4b724c23650d&amp;gid=edbsne927f0acec11650811a67fa05a483ed2\" alt=\"\" style=\"margin-right :  5px; background :  transparent none repeat scroll 0% 0%; max-width :  100%; \" /><br /></div><div style=\"float :  left; margin-top :  4px; margin-left :  2px; display :  block; overflow :  hidden; white-space :  nowrap; max-width :  300px; line-height :  17px; \">Good<br /></div></div><div style=\"background :  rgb(255, 254, 241); border-color :  rgb(244, 234, 124); line-height :  10px; cursor :  pointer; display :  inline-block; color :  rgb(0, 0, 0); margin :  0 10px 10px 0; border-radius :  50px; font-size :  15px; padding :  5px 15px 5px 5px; border-width :  1px; border-style :  solid; \"><div style=\"float :  left; \"><img height=\"24\" width=\"24\" src=\"https://desk.zoho.com/support/SurveyForm?&amp;mode=img&amp;pid=edbsn232dc2f4a787e6433a072518bf5f10fb3d45f21f23aeb210e00208f8b64d5de0&amp;gid=edbsne927f0acec11650811a67fa05a483ed2\" alt=\"\" style=\"margin-right :  5px; background :  transparent none repeat scroll 0% 0%; max-width :  100%; \" /><br /></div><div style=\"float :  left; margin-top :  4px; margin-left :  2px; display :  block; overflow :  hidden; white-space :  nowrap; max-width :  300px; line-height :  17px; \">Okay<br /></div></div><div style=\"background :  rgb(255, 249, 246); border-color :  rgb(242, 219, 211); line-height :  10px; cursor :  pointer; display :  inline-block; color :  rgb(0, 0, 0); margin :  0 0 10px 0; border-radius :  50px; font-size :  15px; padding :  5px 15px 5px 5px; border-width :  1px; border-style :  solid; \"><div style=\"float :  left; \"><img height=\"24\" width=\"24\" src=\"https://static.zohocdn.com/desk/app/images/emoji_bad.c75975bbd546560f6594.png\" alt=\"\" style=\"margin-right :  5px; background :  transparent none repeat scroll 0% 0%; max-width :  100%; \" /><br /></div><div style=\"float :  left; margin-top :  4px; margin-left :  2px; display :  block; overflow :  hidden; white-space :  nowrap; max-width :  300px; line-height :  17px; \">Bad<br /></div></div></div><div style=\"clear :  both; \"><br /></div></div><div title=\"survey_holder::end\"></div></div><div title=\"sign_holder::end\"></div><div><br /></div><div title=\"beforequote:::\"><br /></div><div><br /></div></div><blockquote style=\"border-left :  1px dotted rgb(229, 229, 229); margin-left :  5px; padding-left :  5px; \"><div style=\"padding-top :  10px; \"><br /></div></blockquote></div><div><br /></div></blockquote></div><div><br /></div></div><div id=\"x_2085302151ZDeskInteg\"><meta itemprop=\"zdeskTicket\" content=\"5f9f6f63271cdd0fa731ee10f5cc68577707512f8c50c908f81432b9eb0fe779275ee4985a1cf99b8147da1d0775864592aeabba92048cf3a4d4e7b780f97ecf\" /></div><br /></div>",
    "channelRelatedInfo" : null,
    "createdTime" : "2021-04-15T14:26:49.422Z",
    "id" : "31138000011974105",
    "contentType" : "text/html",
    "direction" : "out",
    "summary" : "smd sfg  How would you rate our customer service? Good Okay Bad ---- On  Thu, 15 Apr 2021 19:52:49 +0530 testingpandiportal<support@testingpandiportal.localzohodesk.com>  wrote ---...",
    "cc" : "support@testingpandiportal.localzohodesk.com,testingpandiportal<support@testingpandiportal.localzohodesk.com>",
    "visibility" : "public",
    "author" : {
      "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
      "firstName" : "Last name",
      "lastName" : "pandeeswaran",
      "name" : "Last name pandeeswaran",
      "id" : "31138000000107033",
      "type" : "AGENT",
      "email" : "pandy@zylker.com.com"
    },
    "fullContentURL" : null,
    "isForward" : false,
    "hasAttach" : true,
    "responderId" : "31138000000107033",
    "replyTo" : "support@testingpandiportal.localzohodesk.com",
    "attachmentCount" : "1",
    "to" : "daniel@zylker.com",
    "fromEmailAddress" : "testingpandiportal<support@testingpandiportal.localzohodesk.com>",
    "ticketId" : "31138000011972149",
    "status" : "PENDING"
  },
  "eventTime" : "1618496809696",
  "eventType" : "Ticket_Thread_Add",
  "orgId" : "54983163"
} ]

Ticket Comment Add Event

This event is triggered when a comment is added to a ticket.

Event Type : Ticket_Comment_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2021-04-15T14:06:52.880Z",
    "attachments" : [ {
      "size" : "24355",
      "name" : "TESTIMAGE4.png",
      "id" : "123456789035",
      "href" : "https://desk.zoho.com/api/v1/tickets/123456789044/comments/123456789066/attachments/123456789035/content"
    } ],
    "commentedTime" : "2021-04-15T14:06:52.880Z",
    "isPublic" : false,
    "id" : "31138000011974070",
    "contentType" : "html",
    "content" : "<div>Comment add</div>",
    "commenterId" : "31138000000107033",
    "ticketId" : "31138000011972149",
    "commenter" : {
      "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
      "firstName" : "Last name",
      "lastName" : "pandeeswaran",
      "name" : "Last name pandeeswaran",
      "roleName" : "CEO",
      "id" : "31138000000107033",
      "type" : "AGENT",
      "email" : "pandy@zylker.com.com"
    }
  },
  "eventTime" : "1618495613290",
  "eventType" : "Ticket_Comment_Add",
  "orgId" : "54983163"
} ]

Ticket Comment Update Event

This event is triggered when a ticket comment is updated.

Event Type : Ticket_Comment_Update

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2021-04-15T14:15:01.072Z",
    "attachments" : [ {
      "size" : "24355",
      "name" : "TESTIMAGE4.png",
      "id" : "123456789036",
      "href" : "https://desk.zoho.com/api/v1/tickets/123456789044/comments/123456789066/attachments/123456789036/content"
    } ],
    "commentedTime" : "2021-04-15T14:06:53.000Z",
    "isPublic" : false,
    "id" : "31138000011974070",
    "contentType" : "html",
    "content" : "<div>Comment update<br /></div>",
    "commenterId" : "31138000000107033",
    "ticketId" : "31138000011972149",
    "commenter" : {
      "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
      "firstName" : "Last name",
      "lastName" : "pandeeswaran",
      "name" : "Last name pandeeswaran",
      "roleName" : "CEO",
      "id" : "31138000000107033",
      "type" : "AGENT",
      "email" : "pandy@zylker.com.com"
    }
  },
  "eventTime" : "1618496101128",
  "eventType" : "Ticket_Comment_Update",
  "orgId" : "54983163"
} ]

Contact Add Event

This event is triggered when a contact is added.

Event Type : Contact_Add

Sample Payload

[ {
  "payload" : {
    "lastName" : "Contact name",
    "modifiedTime" : "2021-04-15T13:50:29.000Z",
    "country" : null,
    "secondaryEmail" : null,
    "city" : null,
    "description" : null,
    "title" : null,
    "ownerId" : "31138000000107033",
    "type" : null,
    "photoURL" : null,
    "twitter" : null,
    "isTrashed" : false,
    "isDeleted" : false,
    "street" : null,
    "createdTime" : "2021-04-15T13:50:29.000Z",
    "isEndUser" : false,
    "zohoCRMContact" : null,
    "state" : null,
    "id" : "31138000011974001",
    "customerHappiness" : {
      "badPercentage" : "0",
      "okPercentage" : "0",
      "goodPercentage" : "0"
    },
    "email" : null,
    "layoutDetails" : {
      "id" : "31138000000093005",
      "layoutName" : "testingpandiportal"
    },
    "zip" : null,
    "cf" : {
      "cf_decimal1" : "8907.89",
      "cf_email1" : "anotherusername@zylker.com",
      "cf_picklist1" : "Request Approved",
      "cf_singleline1" : "some data about the contact"
    },
    "isFollowing" : false,
    "facebook" : null,
    "mobile" : null,
    "layoutId" : "31138000000093005",
    "firstName" : null,
    "accountId" : null,
    "isAnonymous" : false,
    "phone" : null,
    "webUrl" : "https://desk.zoho.com/support/testingpandiportal/ShowHomePage.do#Contacts/dv/31138000011974001",
    "isSpam" : false,
    "lastActivityTime" : "2000-01-01T00:00:00.000Z",
    "account" : null
  },
  "eventTime" : "1618494629548",
  "eventType" : "Contact_Add",
  "orgId" : "54983163"
} ]

Contact Update Event

This event is triggered when an existing contact is updated.

Event Type : Contact_Update

Sample Payload

[ {
  "prevState" : {
    "lastName" : "Contact name",
    "modifiedTime" : "2021-04-15T13:50:29.000Z",
    "country" : null,
    "secondaryEmail" : null,
    "city" : null,
    "description" : null,
    "title" : null,
    "ownerId" : "31138000000107033",
    "type" : null,
    "photoURL" : null,
    "twitter" : null,
    "isTrashed" : false,
    "isDeleted" : false,
    "street" : null,
    "createdTime" : "2021-04-15T13:50:29.000Z",
    "isEndUser" : false,
    "zohoCRMContact" : null,
    "state" : null,
    "id" : "31138000011974001",
    "customerHappiness" : {
      "badPercentage" : "0",
      "okPercentage" : "0",
      "goodPercentage" : "0"
    },
    "email" : null,
    "layoutDetails" : {
      "id" : "31138000000093005",
      "layoutName" : "testingpandiportal"
    },
    "zip" : null,
    "cf" : {
      "cf_decimal1" : "8907.89",
      "cf_email1" : "anotherusername@zylker.com",
      "cf_picklist1" : "Request Pending",
      "cf_singleline1" : "old data about contact"
    },
    "isFollowing" : false,
    "facebook" : null,
    "mobile" : null,
    "layoutId" : "31138000000093005",
    "firstName" : null,
    "accountId" : null,
    "isAnonymous" : false,
    "phone" : null,
    "webUrl" : "https://desk.zoho.com/support/testingpandiportal/ShowHomePage.do#Contacts/dv/31138000011974001",
    "isSpam" : false,
    "lastActivityTime" : "2000-01-01T00:00:00.000Z",
    "account" : null
  },
  "payload" : {
    "lastName" : "Contact name",
    "modifiedTime" : "2021-04-15T13:50:29.000Z",
    "country" : null,
    "secondaryEmail" : null,
    "city" : null,
    "description" : null,
    "title" : null,
    "ownerId" : "31138000000107033",
    "type" : null,
    "photoURL" : null,
    "twitter" : null,
    "isTrashed" : false,
    "isDeleted" : false,
    "street" : null,
    "createdTime" : "2021-04-15T13:50:29.000Z",
    "isEndUser" : false,
    "zohoCRMContact" : null,
    "state" : null,
    "id" : "31138000011974001",
    "customerHappiness" : {
      "badPercentage" : "0",
      "okPercentage" : "0",
      "goodPercentage" : "0"
    },
    "email" : null,
    "layoutDetails" : {
      "id" : "31138000000093005",
      "layoutName" : "testingpandiportal"
    },
    "zip" : null,
    "cf" : {
      "cf_decimal1" : "8907.89",
      "cf_email1" : "anotherusername@zylker.com",
      "cf_picklist1" : "Request Approved",
      "cf_singleline1" : "some data about the contact"
    },
    "isFollowing" : false,
    "facebook" : null,
    "mobile" : "12345678",
    "layoutId" : "31138000000093005",
    "firstName" : null,
    "accountId" : null,
    "isAnonymous" : false,
    "phone" : null,
    "webUrl" : "https://desk.zoho.com/support/testingpandiportal/ShowHomePage.do#Contacts/dv/31138000011974001",
    "isSpam" : false,
    "lastActivityTime" : "2000-01-01T00:00:00.000Z",
    "account" : null
  },
  "eventTime" : "1618494959353",
  "eventType" : "Contact_Update",
  "orgId" : "54983163"
} ]

Contact Delete Event

This event is triggered when an existing contact is deleted.

Event Type : Contact_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789022"
  },
  "eventTime" : "1500278817335",
  "eventType" : "Contact_Delete",
  "orgId" : "3981311"
} ]

Account Add Event

This event is triggered when an account is added.

Event Type : Account_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2021-04-15T12:46:33.000Z",
    "country" : null,
    "code" : null,
    "accountName" : "account name",
    "city" : null,
    "associatedSLAIds" : null,
    "description" : null,
    "industry" : null,
    "zohoCRMAccount" : null,
    "ownerId" : "31138000000107033",
    "isTrashed" : false,
    "isDeleted" : false,
    "annualrevenue" : "0.0",
    "street" : null,
    "createdTime" : "2021-04-15T12:46:33.000Z",
    "state" : null,
    "id" : "31138000011969348",
    "fax" : null,
    "email" : null,
    "layoutDetails" : {
      "id" : "311380000000930",
      "layoutName" : "testingportal"
    },
    "website" : null,
    "cf" : {
      "cf_picklist_1" : "null",
      "cf_checkbox" : "false",
      "cf_checkbox_true" : "true"
    },
    "isFollowing" : false,
    "layoutId" : "311380000000930",
    "phone" : null,
    "webUrl" : "https://desk.zoho.com/support/testingportal/ShowHomePage.do#Accounts/dv/311380000119693",
    "lastActivityTime" : "2000-01-01T00:00:00.000Z"
  },
  "eventTime" : "1618490793277",
  "eventType" : "Account_Add",
  "orgId" : "54983163"
} ]

Account Update Event

This event is triggered when an existing account is updated.

Event Type : Account_Update

Sample Payload

[ {
  "prevState" : {
    "website" : "www.demo.com",
    "cf" : {
      "cf_decimal1" : "8907.89",
      "cf_email1" : "anotherusername@zylker.com",
      "cf_picklist1" : "Request Pending",
      "cf_singleline1" : "old data about account"
    },
    "isTrashed" : true,
    "accountName" : "Demo",
    "phone" : "0987654321",
    "id" : "123456789077",
    "fax" : "12 3456",
    "email" : "demo.account@zylker.com"
  },
  "payload" : {
    "website" : "www.demo.com",
    "cf" : {
      "cf_decimal1" : "8907.89",
      "cf_email1" : "anotherusername@zylker.com",
      "cf_picklist1" : "Request Pending",
      "cf_singleline1" : "new data about account"
    },
    "isTrashed" : true,
    "accountName" : "Demo",
    "phone" : "0987654321",
    "id" : "123456789077",
    "fax" : "12 3456",
    "email" : "demo.account@zylker.com"
  },
  "eventTime" : "1500279084438",
  "eventType" : "Account_Update",
  "orgId" : "3981311"
} ]

Account Delete Event

This event is triggered when an existing account is deleted.

Event Type : Account_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789077"
  },
  "eventTime" : "1500279084438",
  "eventType" : "Account_Delete",
  "orgId" : "3981311"
} ]

Department Add Event

This event is triggered when a department is added.

Event Type : Department_Add

Sample Payload

[ {
  "payload" : {
    "isDefault" : false,
    "hasLogo" : false,
    "isVisibleInCustomerPortal" : true,
    "isEnabled" : true,
    "creatorId" : "123456789011",
    "name" : "Sales",
    "description" : "The division of a business that is responsible for selling products or services.",
    "id" : "1234567890",
    "nameInCustomerPortal" : "Sales"
  },
  "eventTime" : "1502891032001",
  "eventType" : "Department_Add",
  "orgId" : "3981311"
} ]

Department Update Event

This event is triggered when an existing department is updated.

Event Type : Department_Update

Sample Payload

[ {
  "prevState" : {
    "isDefault" : false,
    "hasLogo" : false,
    "isVisibleInCustomerPortal" : true,
    "isEnabled" : true,
    "creatorId" : "123456789011",
    "name" : "Sales",
    "description" : "The division of a business that is responsible for selling products or services.",
    "id" : "1234567890",
    "nameInCustomerPortal" : "Sales"
  },
  "payload" : {
    "isDefault" : false,
    "hasLogo" : false,
    "isVisibleInCustomerPortal" : true,
    "isEnabled" : true,
    "creatorId" : "123456789011",
    "name" : "Sales",
    "description" : "The division of a business that is responsible for selling products or services.",
    "id" : "1234567890",
    "nameInCustomerPortal" : "Sales"
  },
  "eventTime" : "1502891032001",
  "eventType" : "Department_Update",
  "orgId" : "3981311"
} ]

Agent Add Event

This event is triggered when an agent is added.

Event Type : Agent_Add

Sample Payload

[ {
  "payload" : {
    "lastName" : "Pandy",
    "extn" : "",
    "roleId" : "31138000000008337",
    "langCode" : "en_US",
    "mobile" : "",
    "timeZone" : "Asia/Kolkata",
    "emailId" : "pandeeswaran.s+sam1@zylker.com",
    "associatedChatDepartmentIds" : [ ],
    "associatedDepartmentIds" : [ "31138000000006907" ],
    "zuid" : null,
    "firstName" : "",
    "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000011982059/photo?orgId=54983163",
    "phone" : "",
    "profileId" : "31138000000008343",
    "countryCode" : "en_US",
    "channelExpert" : [ ],
    "rolePermissionType" : "Admin",
    "name" : "Pandy",
    "isConfirmed" : false,
    "aboutInfo" : "",
    "id" : "31138000011982059",
    "status" : "ACTIVE"
  },
  "eventTime" : "1618506108917",
  "eventType" : "Agent_Add",
  "orgId" : "54983163"
} ]

Agent Update Event

This event is triggered when an existing agent is updated.

Event Type : Agent_Update

Sample Payload

[ {
  "prevState" : {
    "lastName" : "pandeeswaran",
    "extn" : "",
    "roleId" : "31138000000008337",
    "langCode" : "en_US",
    "mobile" : "",
    "timeZone" : "Asia/Kolkata",
    "emailId" : "pandy@zylker.com.com",
    "associatedChatDepartmentIds" : [ ],
    "associatedDepartmentIds" : [ "31138000011009131", "31138000001893045", "31138000000114085", "31138000000006907", "31138000008663045", "31138000008645057" ],
    "zuid" : "54983266",
    "firstName" : "md md",
    "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
    "phone" : "",
    "profileId" : "31138000000008343",
    "countryCode" : "en_IN",
    "channelExpert" : [ ],
    "rolePermissionType" : "Custom",
    "name" : "md md pandeeswaran",
    "isConfirmed" : true,
    "aboutInfo" : "",
    "id" : "31138000000107033",
    "status" : "ACTIVE"
  },
  "payload" : {
    "lastName" : "pandeeswaran",
    "extn" : "",
    "roleId" : "31138000000008337",
    "langCode" : "en_US",
    "mobile" : "",
    "timeZone" : "Asia/Kolkata",
    "emailId" : "pandy@zylker.com.com",
    "associatedChatDepartmentIds" : [ ],
    "associatedDepartmentIds" : [ "31138000000006907", "31138000000114085", "31138000001893045", "31138000008645057", "31138000008663045", "31138000011009131" ],
    "zuid" : "54983266",
    "firstName" : "MS",
    "photoURL" : "https://desk.zoho.com/api/v1/agents/31138000000107033/photo?orgId=54983163",
    "phone" : "",
    "profileId" : "31138000000008343",
    "countryCode" : "en_IN",
    "channelExpert" : [ ],
    "rolePermissionType" : "Custom",
    "name" : "MS pandeeswaran",
    "isConfirmed" : true,
    "aboutInfo" : "",
    "id" : "31138000000107033",
    "status" : "ACTIVE"
  },
  "eventTime" : "1618505760691",
  "eventType" : "Agent_Update",
  "orgId" : "54983163"
} ]

Agent Delete Event

This event is triggered when an existing agent is deleted.

Event Type : Agent_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789011"
  },
  "eventTime" : "1502891032001",
  "eventType" : "Agent_Delete",
  "orgId" : "3981311"
} ]

Agent Presence Update Event

This event is triggered when an agent comes online or goes offline. However, it happens only when the agent starts a session or ends a session. Concurrent instances of the same session (Zoho Desk in multiple tabs) are not considered.

Event Type : Agent_Presence_Update

Sample Payload

[ {
  "payload" : {
    "emailId" : "demo.account@zylker.com",
    "id" : "68776000000182001",
    "status" : "OFFLINE",
    "zuid" : "10111"
  },
  "eventTime" : "1585732563739",
  "eventType" : "Agent_Presence_Update",
  "orgId" : "3981311"
} ]

Ticket Attachment Add Event

This event is triggered when a sub tab attachment is added to a ticket.

Event Type : Ticket_Attachment_Add

Sample Payload

[ {
  "payload" : {
    "size" : "35047",
    "isTrashed" : false,
    "name" : "testimage.png",
    "creatorId" : "123456789011",
    "createdTime" : "2018-01-23T01:34:55.000Z",
    "isPublic" : false,
    "id" : "123456789036",
    "href" : "https://desk.zoho.com/api/v1/tickets/123456789044/attachments/123456789036/content",
    "ticketId" : "123456789044"
  },
  "eventTime" : "1516671295177",
  "eventType" : "Ticket_Attachment_Add",
  "orgId" : "3981311"
} ]

Ticket Attachment Update Event

This event is triggered when a sub tab attachment of a ticket is updated.

Event Type : Ticket_Attachment_Update

Sample Payload

[ {
  "payload" : {
    "size" : "35047",
    "isTrashed" : false,
    "name" : "testimage.png",
    "creatorId" : "123456789011",
    "createdTime" : "2018-01-23T01:34:55.000Z",
    "isPublic" : false,
    "id" : "123456789037",
    "href" : "https://desk.zoho.com/api/v1/tickets/123456789044/attachments/123456789037/content",
    "ticketId" : "123456789044"
  },
  "eventTime" : "1516671295177",
  "eventType" : "Ticket_Attachment_Update",
  "orgId" : "3981311"
} ]

Ticket Attachment Delete Event

This event is triggered when a sub tab attachment of a ticket is deleted

Event Type : Ticket_Attachment_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789037",
    "ticketId" : "123456789044"
  },
  "eventTime" : "1516671514480",
  "eventType" : "Ticket_Attachment_Delete",
  "orgId" : "3981311"
} ]

Task Add Event

This event is triggered when a task is added.

Event Type : Task_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2018-08-29T12:48:03.000Z",
    "cf" : {
      "cf_purpose" : "to fix bug"
    },
    "customFields" : {
      "purpose" : "to fix bug"
    },
    "subject" : "Bug Fix #120",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "dueDate" : null,
    "creatorId" : "4000000015959",
    "description" : "Bug fix",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "createdTime" : "2018-08-29T12:48:03.000Z",
    "id" : "4000000019005",
    "ticketId" : null,
    "status" : "Not Started"
  },
  "eventTime" : "1535546883121",
  "eventType" : "Task_Add",
  "orgId" : "3981311"
} ]

Task Update Event

This event is triggered when an existing task is updated.

Event Type : Task_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2018-08-29T12:48:03.000Z",
    "cf" : {
      "cf_purpose" : "to fix bug"
    },
    "customFields" : {
      "purpose" : "to fix bug"
    },
    "subject" : "Bug Fix #120",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "dueDate" : null,
    "creatorId" : "4000000015959",
    "description" : "Bug fix ",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "createdTime" : "2018-08-29T12:48:03.000Z",
    "id" : "4000000019005",
    "ticketId" : null,
    "status" : "Not Started"
  },
  "payload" : {
    "modifiedTime" : "2018-08-29T12:48:03.000Z",
    "cf" : {
      "cf_purpose" : "to fix bug"
    },
    "customFields" : {
      "purpose" : "to fix bug"
    },
    "subject" : "Bug Fix #120",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "dueDate" : null,
    "creatorId" : "4000000015959",
    "description" : "Bug fix ",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "createdTime" : "2018-08-29T12:48:03.000Z",
    "id" : "4000000019005",
    "ticketId" : null,
    "status" : "Not Started"
  },
  "eventTime" : "1535546883121",
  "eventType" : "Task_Update",
  "orgId" : "3981311"
} ]

Task Delete Event

This event is triggered when an existing task is deleted.

Event Type : Task_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "4900035001234"
  },
  "eventTime" : "1500278817335",
  "eventType" : "Task_Delete",
  "orgId" : "3981311"
} ]

Call Add Event

This event is triggered when a call activity is added.

Event Type : Call_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2018-08-29T12:48:03.000Z",
    "cf" : {
      "cf_type" : "internal"
    },
    "customFields" : {
      "type" : "internal"
    },
    "subject" : "Bug Fix callback #120",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "creatorId" : "4000000015959",
    "description" : "Bug fix call back",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "duration" : "300",
    "createdTime" : "2020-08-10T12:48:03.000Z",
    "startTime" : "2020-08-30T12:30:00.000Z",
    "id" : "4000000029005",
    "ticketId" : null,
    "status" : "Scheduled",
    "direction" : "outbound"
  },
  "eventTime" : "1535546883121",
  "eventType" : "Call_Add",
  "orgId" : "3981311"
} ]

Call Update Event

This event is triggered when an existing call activity is updated.

Event Type : Call_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2020-08-10T12:58:03.000Z",
    "cf" : {
      "cf_type" : "internal"
    },
    "customFields" : {
      "type" : "internal"
    },
    "subject" : "Bug Fix callback #120",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "dueDate" : null,
    "creatorId" : "4000000015959",
    "description" : "Bug fix ",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "duration" : "200",
    "createdTime" : "2020-08-10T12:48:03.000Z",
    "id" : "4000000029005",
    "ticketId" : null,
    "status" : "Scheduled",
    "direction" : "outbound"
  },
  "payload" : {
    "modifiedTime" : "2020-08-10T12:58:03.000Z",
    "cf" : {
      "cf_type" : "internal"
    },
    "customFields" : {
      "type" : "internal"
    },
    "subject" : "Bug Fix callback #120",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "creatorId" : "4000000015959",
    "description" : "Bug fix ",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "duration" : "300",
    "createdTime" : "2020-08-10T12:48:03.000Z",
    "startTime" : "2020-08-30T12:30:00.000Z",
    "id" : "4000000029005",
    "ticketId" : null,
    "status" : "Scheduled",
    "direction" : "outbound"
  },
  "eventTime" : "1535546883121",
  "eventType" : "Call_Update",
  "orgId" : "3981311"
} ]

Call Delete Event

This event is triggered when an existing call is deleted.

Event Type : Call_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "4000000029005"
  },
  "eventTime" : "1500278817335",
  "eventType" : "Call_Delete",
  "orgId" : "3981311"
} ]

Event Add Event

This event is triggered when an event activity is added.

Event Type : Event_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2018-08-29T12:48:03.000Z",
    "cf" : {
      "cf_type" : "internal"
    },
    "customFields" : {
      "type" : "internal"
    },
    "subject" : "Weekly status meeting",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "creatorId" : "4000000015959",
    "description" : "Weekly status meeting",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "duration" : "200",
    "createdTime" : "2020-08-10T12:48:03.000Z",
    "startTime" : "2020-08-30T12:30:00.000Z",
    "id" : "4000000049005",
    "category" : "meeting",
    "ticketId" : null,
    "status" : "Not Started"
  },
  "eventTime" : "1535546883121",
  "eventType" : "Event_Add",
  "orgId" : "3981311"
} ]

Event Update Event

This event is triggered when an existing event activity is updated.

Event Type : Event_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2018-08-29T12:48:03.000Z",
    "cf" : {
      "cf_type" : "internal"
    },
    "customFields" : {
      "type" : "internal"
    },
    "subject" : "Weekly status meeting",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "dueDate" : null,
    "creatorId" : "4000000015959",
    "description" : "Weekly status meeting",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "duration" : "200",
    "createdTime" : "2018-08-29T12:48:03.000Z",
    "id" : "4000000049005",
    "category" : "meeting",
    "ticketId" : null,
    "status" : "Not Started"
  },
  "payload" : {
    "modifiedTime" : "2020-08-10T12:58:03.000Z",
    "cf" : {
      "cf_type" : "internal"
    },
    "customFields" : {
      "type" : "internal"
    },
    "subject" : "Weekly status meeting",
    "completedTime" : null,
    "departmentId" : "4000000012860",
    "creatorId" : "4000000015959",
    "description" : "Weekly status meeting",
    "ownerId" : "4000000015959",
    "priority" : "High",
    "duration" : "300",
    "createdTime" : "2020-08-10T12:48:03.000Z",
    "startTime" : "2020-08-30T12:30:00.000Z",
    "id" : "4000000049005",
    "category" : "meeting",
    "ticketId" : null,
    "status" : "Not Started"
  },
  "eventTime" : "1535546883121",
  "eventType" : "Event_Update",
  "orgId" : "3981311"
} ]

Event Delete Event

This event is triggered when an existing event is deleted.

Event Type : Event_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "4000000039005"
  },
  "eventTime" : "1500278817335",
  "eventType" : "Event_Delete",
  "orgId" : "3981311"
} ]

TimeEntry Add Event

This event is triggered when a time entry is added.

Event Type : TimeEntry_Add

Sample Payload

[ {
  "payload" : {
    "secondsSpent" : "21",
    "parent" : {
      "id" : "4000000373037",
      "type" : "TICKETS"
    },
    "cf" : {
      "cf" : "time1"
    },
    "executedTime" : "2016-06-22T20:30:00.000Z",
    "customFields" : {
      "timeentryname" : "time1"
    },
    "departmentId" : "4000000012690",
    "fixedCost" : "12.0",
    "minutesSpent" : "23",
    "agentCostPerHour" : "3.0",
    "description" : "Time Entry description",
    "hoursSpent" : "3",
    "ownerId" : "4000000015891",
    "createdBy" : "4000000015891",
    "createdTime" : "2019-04-22T13:56:45.000Z",
    "invoiceId" : "4000000008688123",
    "id" : "4000000523412",
    "requestChargeType" : "Customer Service",
    "additionalCost" : "10.0",
    "totalCost" : "20.17",
    "layoutDetails" : {
      "id" : "4000000014222",
      "layoutName" : "Horror Books"
    }
  },
  "eventTime" : "1535546883121",
  "eventType" : "TimeEntry_Add",
  "orgId" : "3981311"
} ]

TimeEntry Update Event

This event is triggered when an existing time entry is updated.

Event Type : TimeEntry_Update

Sample Payload

[ {
  "prevState" : {
    "secondsSpent" : "21",
    "parent" : {
      "id" : "4000000373037",
      "type" : "TICKETS"
    },
    "cf" : {
      "cf_timeentryname" : "time2"
    },
    "executedTime" : "2016-06-22T20:30:00.000Z",
    "customFields" : {
      "timeentryname" : "time2"
    },
    "departmentId" : "4000000012690",
    "fixedCost" : "12.0",
    "minutesSpent" : "23",
    "agentCostPerHour" : "3.0",
    "description" : "Time Entry description in previous state",
    "hoursSpent" : "3",
    "ownerId" : "4000000015891",
    "createdBy" : "4000000015891",
    "createdTime" : "2019-04-22T13:56:45.000Z",
    "invoiceId" : "4000000008688123",
    "id" : "4000000523412",
    "requestChargeType" : "Customer Service",
    "additionalCost" : "10.0",
    "totalCost" : "20.17",
    "layoutDetails" : {
      "id" : "4000000014222",
      "layoutName" : "Horror Books"
    }
  },
  "payload" : {
    "secondsSpent" : "21",
    "parent" : {
      "id" : "4000000373037",
      "type" : "TICKETS"
    },
    "cf" : {
      "cf_timeentryname" : "time1"
    },
    "executedTime" : "2016-06-22T20:30:00.000Z",
    "customFields" : {
      "timeentryname" : "time1"
    },
    "departmentId" : "4000000012690",
    "fixedCost" : "12.0",
    "minutesSpent" : "23",
    "agentCostPerHour" : "3.0",
    "description" : "Time Entry description in payload",
    "hoursSpent" : "3",
    "ownerId" : "4000000015891",
    "createdBy" : "4000000015891",
    "createdTime" : "2019-04-22T13:56:45.000Z",
    "invoiceId" : "4000000008688123",
    "id" : "4000000523412",
    "requestChargeType" : "Customer Service",
    "additionalCost" : "10.0",
    "totalCost" : "20.17",
    "layoutDetails" : {
      "id" : "4000000014222",
      "layoutName" : "Horror Books"
    }
  },
  "eventTime" : "1535546883121",
  "eventType" : "TimeEntry_Update",
  "orgId" : "3981311"
} ]

TimeEntry Delete Event

This event is triggered when an existing time entry is deleted.

Event Type : TimeEntry_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789044"
  },
  "eventTime" : "1516669264804",
  "eventType" : "TimeEntry_Delete",
  "orgId" : "3981311"
} ]

Article Add Event

When an article is created, the "Article_Add" event will be triggered, and payload will be sent to the webhook. When a Translation of an article is cloned, the "Article_Add" event will be triggered, and the data will be sent to the webhook

Event Type : Article_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2020-09-02T07:53:28.000Z",
    "attachments" : [ ],
    "reviewedTime" : null,
    "departmentId" : "112534000000394045",
    "modifierId" : "112534000000192635",
    "dislikeCount" : "0",
    "creatorId" : "112534000000192635",
    "likeCount" : "0",
    "ownerId" : "112534000000192635",
    "title" : "Zoho Desk - An Overview",
    "locale" : "en",
    "translationState" : "UP-TO-DATE",
    "expiryDate" : null,
    "isTrashed" : false,
    "isLocked" : false,
    "createdTime" : "2020-09-02T07:53:28.000Z",
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "id" : "112534000000396881",
    "viewCount" : "0",
    "translationSource" : null,
    "seo" : {
      "keywords" : null,
      "description" : null,
      "title" : null
    },
    "summary" : "Zoho Desk - An Overview",
    "owner" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "latestVersionStatus" : "Published",
    "author" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "permission" : "AGENTS",
    "reviewedBy" : null,
    "authorId" : "112534000000192635",
    "usageCount" : "0",
    "commentCount" : "0",
    "tags" : [ ],
    "rootCategoryId" : "112534000000397001",
    "sourceLocale" : "en",
    "translationId" : "112534000000396883",
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "latestVersion" : "1.0",
    "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/112534000000396881/en",
    "feedbackCount" : "0",
    "portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/asa",
    "latestPublishedVersion" : "1.0",
    "attachmentCount" : "0",
    "metrics" : {
      "feedbackCount" : "0",
      "unlikeCount" : "0",
      "dislikeCount" : "0",
      "lastUsageTime" : null,
      "likeCount" : "0",
      "viewCount" : "0",
      "lastActivityTime" : null,
      "usageCount" : "0"
    },
    "position" : "3",
    "availableLocaleTranslations" : [ {
      "latestVersionStatus" : "Published",
      "translationId" : "112534000000396883",
      "isTrashed" : false,
      "recycleBinEntityId" : "112534000000396881",
      "latestVersion" : "1.0",
      "latestPublishedVersion" : "1.0",
      "href" : "https://desk.zoho.com/api/v1/articles/112534000000396881/translations/en?orgId=62366276",
      "authorId" : "112534000000192635",
      "locale" : "en",
      "translationState" : "UP-TO-DATE",
      "status" : "Published"
    } ],
    "permalink" : "zoho-desk-overview",
    "category" : {
      "name" : "General",
      "id" : "112534000000397018",
      "locale" : "en"
    },
    "categoryId" : "112534000000397018",
    "status" : "Published"
  },
  "eventTime" : "1599033208481",
  "eventType" : "Article_Add",
  "orgId" : "62366276"
} ]

Article Update Event

When an article is deleted, the "Article_Upadate" event will be triggered, and the payload will be sent to the webhook with the "isTrashed" field set to true. When a deleted article is restored from the trash bin, the "Article_Update" event will be triggered and the payload will be sent to the webhook with the "isTrashed" field set to false.

Event Type : Article_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2020-09-02T07:53:28.000Z",
    "attachments" : [ ],
    "reviewedTime" : null,
    "departmentId" : "112534000000394045",
    "modifierId" : "112534000000192635",
    "dislikeCount" : "0",
    "creatorId" : "112534000000192635",
    "likeCount" : "0",
    "ownerId" : "112534000000192635",
    "title" : "Zoho Desk - An Overview",
    "locale" : "en",
    "translationState" : "UP-TO-DATE",
    "expiryDate" : null,
    "isTrashed" : false,
    "isLocked" : false,
    "createdTime" : "2020-09-02T07:53:28.000Z",
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "id" : "112534000000396881",
    "viewCount" : "0",
    "translationSource" : null,
    "seo" : {
      "keywords" : null,
      "description" : null,
      "title" : null
    },
    "summary" : "Zoho Desk - An Overview",
    "owner" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "latestVersionStatus" : "Published",
    "author" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "permission" : "AGENTS",
    "reviewedBy" : null,
    "authorId" : "112534000000192635",
    "usageCount" : "0",
    "commentCount" : "0",
    "tags" : [ ],
    "rootCategoryId" : "112534000000397001",
    "sourceLocale" : "en",
    "translationId" : "112534000000396883",
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=53947797&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "112534000000192635",
      "status" : "ACTIVE",
      "zuid" : "53947797"
    },
    "latestVersion" : "1.0",
    "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/112534000000396881/en",
    "feedbackCount" : "0",
    "portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/asa",
    "latestPublishedVersion" : "1.0",
    "attachmentCount" : "0",
    "metrics" : {
      "feedbackCount" : "0",
      "unlikeCount" : "0",
      "dislikeCount" : "0",
      "lastUsageTime" : null,
      "likeCount" : "0",
      "viewCount" : "0",
      "lastActivityTime" : null,
      "usageCount" : "0"
    },
    "position" : "3",
    "availableLocaleTranslations" : [ {
      "latestVersionStatus" : "Published",
      "translationId" : "112534000000396883",
      "isTrashed" : false,
      "recycleBinEntityId" : "112534000000396881",
      "latestVersion" : "1.0",
      "latestPublishedVersion" : "1.0",
      "href" : "https://desk.zoho.com/api/v1/articles/112534000000396881/translations/en?orgId=62366276",
      "authorId" : "112534000000192635",
      "locale" : "en",
      "translationState" : "UP-TO-DATE",
      "status" : "Published"
    } ],
    "permalink" : "zoho-desk-overview",
    "category" : {
      "name" : "General",
      "id" : "112534000000397018",
      "locale" : "en"
    },
    "categoryId" : "112534000000397018",
    "status" : "Published"
  },
  "eventTime" : "1599033208481",
  "eventType" : "Article_Update",
  "orgId" : "62366276"
} ]

Article Delete Event

When an article is deleted from the recycle bin, the "Article_Delete" event will be triggered and the data will be sent to the webhook.

Event Type : Article_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "123456789044"
  },
  "eventTime" : "1516669264804",
  "eventType" : "Article_Delete",
  "orgId" : "3981311"
} ]

Article Translation Add Event

When Translation of an article is created, the "Article_Translation_Add" event will be triggered and payload will be sent to the webhook.

Event Type : Article_Translation_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2020-09-02T07:04:33.000Z",
    "attachments" : [ ],
    "reviewedTime" : null,
    "departmentId" : "4000000101730",
    "creatorId" : "4000000019001",
    "modifierId" : "4000000019001",
    "dislikeCount" : "0",
    "likeCount" : "0",
    "ownerId" : "4000000019001",
    "title" : "Sigmend Freud 1",
    "locale" : "en",
    "translationState" : "UP-TO-DATE",
    "expiryDate" : null,
    "isTrashed" : false,
    "isLocked" : false,
    "createdTime" : "2020-09-02T07:03:26.000Z",
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "id" : "4000000147003",
    "viewCount" : "0",
    "translationSource" : null,
    "seo" : {
      "keywords" : null,
      "description" : null,
      "title" : null
    },
    "summary" : "Default Content 4000000147005 0.1",
    "owner" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "latestVersionStatus" : "Published",
    "author" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "permission" : "AGENTS",
    "reviewedBy" : null,
    "authorId" : "4000000019001",
    "usageCount" : "0",
    "tags" : [ ],
    "rootCategoryId" : "4000000125003",
    "commentCount" : "0",
    "sourceLocale" : "en",
    "translationId" : "4000000147005",
    "latestVersion" : "1.0",
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000147003/en",
    "portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/sigmend-freud-1",
    "feedbackCount" : "0",
    "attachmentCount" : "0",
    "latestPublishedVersion" : "1.0",
    "position" : "0",
    "metrics" : {
      "feedbackCount" : "0",
      "unlikeCount" : "0",
      "dislikeCount" : "0",
      "lastUsageTime" : null,
      "likeCount" : "0",
      "viewCount" : "0",
      "lastActivityTime" : null,
      "usageCount" : "0"
    },
    "category" : {
      "name" : "Webhook",
      "id" : "4000000131127",
      "locale" : "en"
    },
    "permalink" : "sigmend-freud-1",
    "categoryId" : "4000000131127",
    "status" : "Published"
  },
  "eventTime" : "1599030273276",
  "eventType" : "Article_Translation_Add",
  "orgId" : "15166738"
} ]

Article Translation Update Event

When an article is updated, the "Article_Translation_Update" event will be triggered and the data will be sent to the webhook. When Translation of an article is updated, the "Article_Translation_Update" event will be triggered and the data will be sent to the webhook. When Translation of an article is deleted, the "ArticleTranslationUpdate" event will be triggered and the data will be sent to the webhook with the "isTrashed" field set to true. When Translation of an article is restored from the trash bin, the "Article_Translation_Update" event will be triggered and the data will be sent to the webhook with the "isTrashed" field set to false.

Event Type : Article_Translation_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2020-09-02T07:03:30.000Z",
    "attachments" : [ ],
    "reviewedTime" : null,
    "departmentId" : "4000000101730",
    "creatorId" : "4000000019001",
    "modifierId" : "4000000019001",
    "dislikeCount" : "0",
    "likeCount" : "0",
    "ownerId" : "4000000019001",
    "title" : "Sigmend Freud 1",
    "locale" : "en",
    "translationState" : "UP-TO-DATE",
    "expiryDate" : null,
    "isTrashed" : false,
    "isLocked" : false,
    "createdTime" : "2020-09-02T07:03:26.000Z",
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "id" : "4000000147003",
    "viewCount" : "0",
    "translationSource" : null,
    "seo" : {
      "keywords" : null,
      "description" : null,
      "title" : null
    },
    "summary" : "Sigmend Freud1",
    "owner" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "latestVersionStatus" : "Draft",
    "author" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "permission" : "AGENTS",
    "reviewedBy" : null,
    "authorId" : "4000000019001",
    "usageCount" : "0",
    "tags" : [ ],
    "rootCategoryId" : "4000000125003",
    "commentCount" : "0",
    "sourceLocale" : "en",
    "translationId" : "4000000147005",
    "latestVersion" : "0.1",
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000147003/en",
    "portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/sigmend-freud-1",
    "feedbackCount" : "0",
    "attachmentCount" : "0",
    "latestPublishedVersion" : null,
    "position" : "0",
    "metrics" : {
      "feedbackCount" : "0",
      "unlikeCount" : "0",
      "dislikeCount" : "0",
      "lastUsageTime" : null,
      "likeCount" : "0",
      "viewCount" : "0",
      "lastActivityTime" : null,
      "usageCount" : "0"
    },
    "category" : {
      "name" : "Webhook",
      "id" : "4000000131127",
      "locale" : "en"
    },
    "permalink" : "sigmend-freud-1",
    "categoryId" : "4000000131127",
    "status" : "Draft"
  },
  "payload" : {
    "modifiedTime" : "2020-09-02T07:04:33.000Z",
    "attachments" : [ ],
    "reviewedTime" : null,
    "departmentId" : "4000000101730",
    "creatorId" : "4000000019001",
    "modifierId" : "4000000019001",
    "dislikeCount" : "0",
    "likeCount" : "0",
    "ownerId" : "4000000019001",
    "title" : "Sigmend Freud 1",
    "locale" : "en",
    "translationState" : "UP-TO-DATE",
    "expiryDate" : null,
    "isTrashed" : false,
    "isLocked" : false,
    "createdTime" : "2020-09-02T07:03:26.000Z",
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "id" : "4000000147003",
    "viewCount" : "0",
    "translationSource" : null,
    "seo" : {
      "keywords" : null,
      "description" : null,
      "title" : null
    },
    "summary" : "Default Content 4000000147005 0.1",
    "owner" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "latestVersionStatus" : "Published",
    "author" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "permission" : "AGENTS",
    "reviewedBy" : null,
    "authorId" : "4000000019001",
    "usageCount" : "0",
    "tags" : [ ],
    "rootCategoryId" : "4000000125003",
    "commentCount" : "0",
    "sourceLocale" : "en",
    "translationId" : "4000000147005",
    "latestVersion" : "1.0",
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=15065034&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "4000000019001",
      "status" : "ACTIVE",
      "zuid" : "15065034"
    },
    "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/4000000147003/en",
    "portalUrl" : "https://desk.zoho.com/portal/zylker/en/kb/articles/sigmend-freud-1",
    "feedbackCount" : "0",
    "attachmentCount" : "0",
    "latestPublishedVersion" : "1.0",
    "position" : "0",
    "metrics" : {
      "feedbackCount" : "0",
      "unlikeCount" : "0",
      "dislikeCount" : "0",
      "lastUsageTime" : null,
      "likeCount" : "0",
      "viewCount" : "0",
      "lastActivityTime" : null,
      "usageCount" : "0"
    },
    "category" : {
      "name" : "Webhook",
      "id" : "4000000131127",
      "locale" : "en"
    },
    "permalink" : "sigmend-freud-1",
    "categoryId" : "4000000131127",
    "status" : "Published"
  },
  "eventTime" : "1599030273276",
  "eventType" : "Article_Translation_Update",
  "orgId" : "15166738"
} ]

Article Translation Delete Event

When Translation of an article is deleted from the trash bin, the "Article_Translation_Delete" event will be triggered and the data will be sent to the webhook.

Event Type : Article_Translation_Delete

Sample Payload

[ {
  "payload" : {
    "translationId" : "123456789043",
    "id" : "123456789044",
    "locale" : "en"
  },
  "eventTime" : "1516669264804",
  "eventType" : "Article_Translation_Delete",
  "orgId" : "3981311"
} ]

Article Feedback Add Event

When feedback for translation of an article is added, the "Article_Feedback_Add" event will be triggered and data will be sent to the webhook.

Event Type : Article_Feedback_Add

Sample Payload

[ {
  "payload" : {
    "contactId" : "112534000000398005",
    "contact" : {
      "photoURL" : null,
      "name" : "zylker",
      "id" : "112534000000398005"
    },
    "createdTime" : "2020-09-02T07:32:25.851Z",
    "id" : "112534000000398025",
    "content" : "Article is good",
    "ticketId" : null,
    "article" : {
      "webUrl" : "https://desk.zoho.com/support/zylker/ShowHomePage.do#Solutions/dv/112534000000396791/en",
      "id" : "112534000000396791",
      "title" : "Sigmund Freud",
      "locale" : "en"
    }
  },
  "eventTime" : "1599031946817",
  "eventType" : "Article_Feedback_Add",
  "orgId" : "62366276"
} ]

KBRootCategory Add Event

When a root category is created in KB, the "KBRootCategory_Add" event will be triggered and the data will be sent to the webhook.

Event Type : KBRootCategory_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2020-09-15T09:56:08.000Z",
    "articleViewType" : "LISTVIEW",
    "visibility" : "NONE",
    "groups" : [ ],
    "logoUrl" : "https://static.zohocdn.com/desk/app/fonts/bell.d20a9eecc9766d38721a.svg",
    "associatedDepartmentIds" : [ "75385000000941082" ],
    "encryptedWorkspaceId" : "3fe6e987c572a2278fab53bd222407d4d6119e693420ea9722841c53ed6a4b25cfb5277aa9329d357077a3d4b8e4dec01a8c76c95ac69fb02111e9f7216db0b6",
    "helpcenterId" : "75385000000182069",
    "isReviewEnabled" : false,
    "isTrashed" : false,
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "translations" : [ {
      "modifiedTime" : "2020-09-15T09:56:08.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Webhook",
      "createdTime" : "2020-09-15T09:56:08.000Z",
      "description" : "Webhook Introduction",
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003003",
      "locale" : "en",
      "permalink" : "webhook",
      "categoryId" : "75385000001003001"
    } ],
    "name" : "Webhook",
    "createdTime" : "2020-09-15T09:56:08.000Z",
    "ipAddresses" : [ ],
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "id" : "75385000001003001",
    "status" : "SHOW_IN_HELPCENTER",
    "workspaceId" : "tn9a1500f35353c454ea69168ef93d8728af7"
  },
  "eventTime" : "1600163769626",
  "eventType" : "KBRootCategory_Add",
  "orgId" : "60716086"
} ]

KBRootCategory Update Event

When a category is updated or a secondary locale category is created in KB, the "KBRootCategory_Update" event will be triggered and the data will be sent to the webhook. When a category is deleted in KB, the "KBRootCategory_Update" event will be triggered and the payload will be sent to the webhook with the "isTrashed" field set to true.

Event Type : KBRootCategory_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2020-09-15T09:56:08.000Z",
    "articleViewType" : "LISTVIEW",
    "visibility" : "NONE",
    "groups" : [ ],
    "logoUrl" : "https://static.zohocdn.com/desk/app/fonts/bell.d20a9eecc9766d38721a.svg",
    "associatedDepartmentIds" : [ "75385000000941082" ],
    "encryptedWorkspaceId" : "3fe6e987c572a2278fab53bd222407d4d6119e693420ea9722841c53ed6a4b25cfb5277aa9329d357077a3d4b8e4dec01a8c76c95ac69fb02111e9f7216db0b6",
    "helpcenterId" : "75385000000182069",
    "isReviewEnabled" : false,
    "isTrashed" : false,
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "translations" : [ {
      "modifiedTime" : "2020-09-15T09:56:08.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Webhook",
      "createdTime" : "2020-09-15T09:56:08.000Z",
      "description" : "Webhook Introduction",
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003003",
      "locale" : "en",
      "permalink" : "webhook",
      "categoryId" : "75385000001003001"
    } ],
    "name" : "Webhook",
    "createdTime" : "2020-09-15T09:56:08.000Z",
    "ipAddresses" : [ ],
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "id" : "75385000001003001",
    "status" : "SHOW_IN_HELPCENTER",
    "workspaceId" : "tn9a1500f35353c454ea69168ef93d8728af7"
  },
  "payload" : {
    "modifiedTime" : "2020-09-15T10:05:42.000Z",
    "articleViewType" : "LISTVIEW",
    "visibility" : "NONE",
    "groups" : [ ],
    "logoUrl" : "https://static.zohocdn.com/desk/app/fonts/bell.d20a9eecc9766d38721a.svg",
    "associatedDepartmentIds" : [ "75385000000941082" ],
    "encryptedWorkspaceId" : "3fe6e987c572a2278fab53bd222407d4d6119e693420ea9722841c53ed6a4b25cfb5277aa9329d357077a3d4b8e4dec01a8c76c95ac69fb02111e9f7216db0b6",
    "helpcenterId" : "75385000000182069",
    "isReviewEnabled" : false,
    "isTrashed" : false,
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "translations" : [ {
      "modifiedTime" : "2020-09-15T10:05:42.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Webhook",
      "createdTime" : "2020-09-15T09:56:08.000Z",
      "description" : "Webhook Basics",
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003003",
      "locale" : "en",
      "permalink" : "webhook",
      "categoryId" : "75385000001003001"
    } ],
    "name" : "Webhook",
    "createdTime" : "2020-09-15T09:56:08.000Z",
    "ipAddresses" : [ ],
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "id" : "75385000001003001",
    "status" : "SHOW_IN_HELPCENTER",
    "workspaceId" : "tn9a1500f35353c454ea69168ef93d8728af7"
  },
  "eventTime" : "1600164342604",
  "eventType" : "KBRootCategory_Update",
  "orgId" : "60716086"
} ]

KBRootCategory Delete Event

When a category is deleted from the trash bin, the "KBRootCategory_Delete" event will be triggered and the data will be sent to the webhook.

Event Type : KBRootCategory_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "75385000001003001"
  },
  "eventTime" : "1600164514385",
  "eventType" : "KBRootCategory_Delete",
  "orgId" : "60716086"
} ]

KBSection Add Event

When a section is created in KB, the "KBSection_Add" event will be triggered and the data will be sent to the webhook.

Event Type : KBSection_Add

Sample Payload

[ {
  "payload" : {
    "modifiedTime" : "2020-09-15T10:09:52.000Z",
    "visibility" : "GROUP_USERS",
    "groups" : [ {
      "name" : "Espanyol",
      "id" : "75385000000291051",
      "logoUrl" : null
    } ],
    "rootCategoryId" : "75385000000945001",
    "isTrashed" : false,
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "translations" : [ {
      "modifiedTime" : "2020-09-15T10:09:52.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Webhook Events",
      "createdTime" : "2020-09-15T10:09:52.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003026",
      "locale" : "en",
      "permalink" : "webhook-events",
      "categoryId" : "75385000001003024"
    } ],
    "name" : "Webhook Events",
    "createdTime" : "2020-09-15T10:09:52.000Z",
    "ipAddresses" : [ ],
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "parentCategoryId" : "75385000000945001",
    "id" : "75385000001003024",
    "status" : "SHOW_IN_HELPCENTER"
  },
  "eventTime" : "1600164592658",
  "eventType" : "KBSection_Add",
  "orgId" : "60716086"
} ]

KBSection Update Event

When a section is updated in KB, the "KBSection_Update" event will be triggered and the data will be sent to the webhook. When a section is deleted from KB, the "KBSection_Update" event will be triggered and the data will be sent to the webhook with the "isTrashed" field set to true. When a section is restored from the trash bin, the "KBSection_Update" event will be triggered and the data will be sent to the webhook with the "isTrashed" field set to false.

Event Type : KBSection_Update

Sample Payload

[ {
  "prevState" : {
    "modifiedTime" : "2020-09-15T10:26:20.000Z",
    "visibility" : "NONE",
    "groups" : [ ],
    "rootCategoryId" : "75385000000945001",
    "isTrashed" : false,
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "translations" : [ {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003076",
      "locale" : "en",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    } ],
    "name" : "Mascow",
    "createdTime" : "2020-09-15T10:26:20.000Z",
    "ipAddresses" : [ ],
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "parentCategoryId" : "75385000000945001",
    "id" : "75385000001003074",
    "status" : "SHOW_IN_HELPCENTER"
  },
  "payload" : {
    "modifiedTime" : "2020-09-15T10:26:20.000Z",
    "visibility" : "NONE",
    "groups" : [ ],
    "rootCategoryId" : "75385000000945001",
    "isTrashed" : false,
    "createdBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "translations" : [ {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003076",
      "locale" : "en",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (hi)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003083",
      "locale" : "hi",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (el)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003086",
      "locale" : "el",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (fr)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003089",
      "locale" : "fr",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (da)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003092",
      "locale" : "da",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (de)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003095",
      "locale" : "de",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (cs)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003098",
      "locale" : "cs",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    }, {
      "modifiedTime" : "2020-09-15T10:26:20.000Z",
      "createdBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "name" : "Mascow (fi)",
      "createdTime" : "2020-09-15T10:26:20.000Z",
      "description" : null,
      "secondaryPermalinks" : [ ],
      "modifiedBy" : {
        "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
        "name" : "Zylker",
        "id" : "75385000000182033",
        "status" : "ACTIVE",
        "zuid" : "60715250"
      },
      "id" : "75385000001003101",
      "locale" : "fi",
      "permalink" : "mascow",
      "categoryId" : "75385000001003074"
    } ],
    "name" : "Mascow",
    "createdTime" : "2020-09-15T10:26:20.000Z",
    "ipAddresses" : [ ],
    "modifiedBy" : {
      "photoURL" : "https://contacts.zoho.com/file?ID=60715250&t=user&API=true&fs=thumb",
      "name" : "Zylker",
      "id" : "75385000000182033",
      "status" : "ACTIVE",
      "zuid" : "60715250"
    },
    "parentCategoryId" : "75385000000945001",
    "id" : "75385000001003074",
    "status" : "SHOW_IN_HELPCENTER"
  },
  "eventTime" : "1600165580407",
  "eventType" : "KBSection_Update",
  "orgId" : "60716086"
} ]

KBSection Delete Event

When a section is deleted from the trash bin, the "KBSection_Delete" event will be triggered and the data will be sent to the webhook.

Event Type : KBSection_Delete

Sample Payload

[ {
  "payload" : {
    "id" : "75385000001003074"
  },
  "eventTime" : "1600165883691",
  "eventType" : "KBSection_Delete",
  "orgId" : "60716086"
} ]

IM Message Add Event

This event is triggered when an incoming and outgoing IM message is received

Event Type : IM_Message_Add

Sample Payload

[ {
  "payload" : {
    "actor" : {
      "contactId" : "186543000000451259",
      "name" : "Kamal Nayan",
      "externalId" : "+919878765654",
      "type" : "ENDUSER"
    },
    "messageType" : "TEXT",
    "meta" : {
      "DESK_TICKET_ID" : "186543000001543003",
      "DESK_TICKET_NUMBER" : "434"
    },
    "integration" : "WHATSAPP",
    "createdTime" : "1710293987000",
    "sessionId" : "3942000001025025",
    "id" : "3942000001321149",
    "text" : "This Zykler Cares. I have some issues with my phone",
    "channelId" : "3942000000995017",
    "direction" : "IN",
    "status" : "SAVED"
  },
  "eventTime" : "1710313788286",
  "eventType" : "IM_Message_Add",
  "orgId" : "78412359"
} ]

Ignoring Webhook Events

In some cases, you would not want a webhook to push information if the corresponding event is triggered by an API call you make.

Take for example this scenario, wherein a JIRA workspace and a Zoho Desk help desk are synchronized. If a new comment is created or an existing comment is updated in JIRA, the addition or changes is reflected in Zoho Desk. Similarly, if a comment originally made in JIRA is later updated in Zoho Desk, the change is reflected in JIRA.

Let us say that the JIRA workspace has a webhook that subscribes to the Ticket_Comment_Update event in Zoho Desk.

In such a scenario, if a ticket comment is updated in JIRA, the change is reflected in Zoho Desk via Update Ticket Comment API. Since the comment is now updated in Zoho Desk, the webhook pushes information related to the Ticket_Comment_Update event to JIRA. However, event information does not need to be pushed in this case because the comment was originally updated in JIRA.

So, how can this loop be avoided? By configuring the webhook to not post event information in such a scenario.

This is where the ignoreSourceId attribute comes into play. This attribute makes the avoidance possible by exempting the client ID specified from triggering webhooks. Keep in mind that the value passed for this attribute must be a UUID.

Using the ignoreSourceId Attribute

When making a webhook subscription, you must pass the UUID as the value for the ignoreSourceId attribute. Then, whenever you make an API request, you must include a sourceId header containing the same value passed for the ignoreSourceId attribute in the webhook.

Sample

If the webhook is configured as shown below,

{
"subscriptions": {
"Contact_Update": null,
"Account_Add": null,
"Account_Update": null,
"Ticket_Update": null,
"Ticket_Comment_Update": null,
"Ticket_Add": null,
"Ticket_Comment_Add": null,
"Contact_Add": null
},
"id": "1234567800",
"ignoreSourceId": "49ad222a-f812-11e7-8c3f-9a214cf093ae",
"url":"www.demoServer.com/webhookTest"
}

the API request must be constructed as follows:

$ curl -X POST https://desk.zoho.com/api/v1/tickets/4000000528005/comments
-H "orgId:2389290"
-H "Authorization:Zoho-oauthtoken 1000.3d0a155402dbb59f776fd63adb1e67c0.a41ea557a6a8d7e402690098b2056f60s"
-H "sourceId: 49ad222a-f812-11e7-8c3f-9a214cf093ae"

  -d '{ "isPublic" : "true",
"attachmentIds" : ["123456789037"],
"content" : "zsu[@user:11550965]zsu Please fix this ASAP"
}'

Verifying the authenticity of event information using JWT

Authenticating the event information shared by webhooks is crucial. In Zoho Desk, the JSON Web Token (JWT) is responsible for meeting this requirement. You can find the information in the X-ZDesk-JWT header that is included in the payload.

Note: Learn more on basic understanding on JWT.

X-ZDesk-JWT: <Header>.<Claims>.<Signature>

In the syntax above

Header includes the following fields in the Base64URL encoded form:

"alg" : "RS256"
"typ" : "JWT"
"kid" : ID of key used to sign the JWT

Claims includes the following claims in the Base64URL encoded form:

"iss" : issuer - Organization ID in the format "orgId:2389290"
"aud" : audience - Webhook in the format "webhookId:1234567891011"
"exp" : Time of token expiry, expressed in UTC and milliseconds
"iat" : Time of token creation, expressed in UTC and milliseconds

Signature is created using Header and Claims.

The JWT is signed using the RSA-SHA256 algorithm. The signature is created using the private key residing on the Zoho Desk server, and it ensures that both the header and the claims are not altered. The client can verify the issuer details to confirm that the event information is originating directly from Zoho Desk's server, and the audience can claim to verify that it is specifically meant for them.

To obtain the public keys necessary for JWT verification, please access the URL. The keys are available in the JSON Web KeySet format, which contains JSON Web Keys

Note: Learn more on JSON Web keys.

Saving the fetched keys in a local file is good practice. For instance, you create a file named ZDeskKeys.json to store the keys. The keys obtained by accessing the specified URL are saved within this file. The "kid" attribute in the JWT header section will contain the ID that corresponds to the relevant key present in the ZDeskKeys.json file. In case if there is a discrepancy between the keys stored in the file and those in the response, it becomes necessary to fetch new keys from the URL provided. So, whenever the keys change, it is advisable to update them in the JSON file.

JWT public keys URL

https://desk.zoho.com/.well-known/jwks.json

Structure of JWT

Header

{
"kid": "CsKIw63MEtRyP51FiugGRT1w7sYfnJfyO6vJgtZU8DE",
"typ": "JWT",
"alg": "RS256"
}

Claims

{
"aud": "webhookId:116554000001013027",
"iss": "orgId:66503338",
"exp": 1692280327,
"iat": 1692280148
}

Webhook Authentication example

We recommend using the packages in OpenID for verification purposes.

Example using Nimbus JOSE+JWT

import java.io.FileWriter;
import java.net.URL;
import java.util.HashSet;
import java.util.List;
import java.util.Set;
import com.nimbusds.jose.JOSEException;
import com.nimbusds.jose.JWSAlgorithm;
import com.nimbusds.jose.JWSHeader;
import com.nimbusds.jose.jwk.JWK;
import com.nimbusds.jose.jwk.JWKMatcher;
import com.nimbusds.jose.jwk.JWKSelector;
import com.nimbusds.jose.jwk.JWKSet;
import com.nimbusds.jose.jwk.source.JWKSecurityContextJWKSet;
import com.nimbusds.jose.jwk.source.JWKSource;
import com.nimbusds.jose.proc.BadJOSEException;
import com.nimbusds.jose.proc.JWKSecurityContext;
import com.nimbusds.jose.proc.JWSVerificationKeySelector;
import com.nimbusds.jwt.JWTClaimsSet;
import com.nimbusds.jwt.SignedJWT;
import com.nimbusds.jwt.proc.DefaultJWTClaimsVerifier;
import com.nimbusds.jwt.proc.DefaultJWTProcessor;
public String readPayload(HttpServletRequest request,HttpServletRequest response) 
{
String JWT = request.getHeader("X-ZDesk-JWT");
String payload = request.getReader.readLine();
try {
verifyJWT(SignedJWT.parse(JWT));
return payload;
}catch(BadJOSEException e) {
e.printStackTrace();
response.sendError(401,"Unauthorized");
}catch (JOSEException e) {
e.printStackTrace();
response.sendError(401,"Unauthorized");
}catch (Exception e) {
e.printStackTrace();
response.sendError(401,"Unauthorized");
}
}
public boolean verifyJWT(SignedJWT jwt)
{
try {
JWSHeader header = jwt.getHeader();
JWKSet jwks = JWKSet.load(new File("ZDeskKeys.json"));
List jwk = new JWKSelector(JWKMatcher.forJWSHeader(header)).select(jwks);
if(jwk.size()==0) {
jwk = getNewKeys(header);
}
Set aud = new HashSet<>();
aud.add("webhookId:1234567891011");
JWTClaimsSet claims = new JWTClaimsSet.Builder().issuer("orgId:2389290").build();
Set reqClaims = new HashSet<>();
reqClaims.add("iss");reqClaims.add("aud");
reqClaims.add("exp");
JWKSecurityContext secCon = new JWKSecurityContext(jwkList);
DefaultJWTProcessor processor = new DefaultJWTProcessor<>();
JWKSource source = new JWKSecurityContextJWKSet();
processor.setJWTClaimsSetVerifier(new DefaultJWTClaimsVerifier(aud,claims,reqClaims,null));
processor.setJWSKeySelector(new JWSVerificationKeySelector(JWSAlgorithm.RS256, source));
processor.process(jwtObj,secCon);
}catch(BadJOSEException e) {
throw new RuntimeException(e);
}catch(JOSEException e) {
throw new RuntimeException(e);
}catch(Exception e) {
throw new RuntimeException(e);
}
}
public List getNewKeys(JWSHeader header) throws Exception
{
JWKSet jwks = JWKSet.load(new URL("https://desk.zoho.com/.well-known/jwks.json"));
FileWriter fileWriter = new FileWriter("ZDeskKeys.json");
fileWriter.write(jwks.toString());
fileWriter.close();
return new JWKSelector(JWKMatcher.forJWSHeader(header)).select(jwks);
}