Zoho Desk is Zoho’s customer service platform. Support teams use it to handle customer requests (tickets) arriving by email, phone, chat, social media and help center, together with the contacts and accounts behind them, the agents and teams who answer, and the activities around each request.

Configuring Zoho Desk as a Source

In the Sources tab, click on the “Add source” button located on the top right of your screen. Then, select the Zoho Desk option from the list of connectors. Click Next and you’ll be prompted to add your access.

1. Add account access

There are two ways to connect your Zoho Desk account:

Sign in with Zoho (recommended, United States data center only): you are taken to Zoho, sign in, and grant Nekt read access. If you belong to more than one Zoho Desk organization, Zoho asks which one to connect. Nothing else to fill in.
Use my own Zoho application: you register an application in the Zoho API Console yourself and paste its credentials. Choose this if your company requires the connection to run under its own application, or if your account is hosted outside the United States (see the note below).

The following configurations are available:

Zoho data center (default: United States): The data center hosting your Zoho Desk account. You can tell it from the address of your Zoho Desk: for example, desk.zoho.com is the United States data center and desk.zoho.eu is Europe. Sign in with Zoho works only with the United States data center (zoho.com); for any other data center, use your own Zoho application.
Organization ID (optional): Only needed when your connection reaches more than one Zoho Desk organization (portal). You can find it in Zoho Desk under Setup > Developer Space > API. Leave it empty to use the only organization available.
Initial sync date (required): Only records created or modified after this date are synced. Zoho Desk charges API credits for every request, so choose how much history you need: a recent date makes the first sync finish in fewer days (see API Limitations).
Include full thread content (Advanced): (Default: false) Also fetch the full content (the email or message body) of every ticket thread. Without it, threads carry the summary Zoho shows in its lists. Each thread costs one extra Zoho API credit.
API credits to keep free (Advanced, optional): Stop the sync when fewer than this many Zoho Desk API credits are left for the day, so your other Zoho integrations keep working. The next sync continues from where it stopped.

Sign in with a Zoho Desk user that can see every department you want to sync. If the user cannot read a module (for example, calls or events are not part of your Zoho Desk edition), the sync stops on its first run and tells you which streams to deselect.

Sign in with Zoho currently supports accounts hosted in the United States data center. If your Zoho Desk runs in another region, choose Use my own Zoho application and follow the steps below.

Using your own Zoho application

Only needed if you picked Use my own Zoho application. You will provide three values: Client ID, Client secret, and Refresh token. The process below takes a few minutes and is done only once.

Create a Self Client

Sign in to the Zoho API Console with a Zoho Desk user that can see every department you want to sync. Click GET STARTED, choose Self Client, and click CREATE NOW.A Self Client needs no name, homepage, or redirect URI. Open the Client Secret tab and copy the Client ID and Client Secret.

Use the API Console of your own data center. If your Zoho Desk runs on desk.zoho.eu, use api-console.zoho.eu, and so on.

Generate an authorization code

Open the Generate Code tab and fill in:

Scope: paste the scopes below, separated by commas and with no spaces. All of them are read-only.

Desk.basic.READ,Desk.tickets.READ,Desk.search.READ,Desk.contacts.READ,Desk.accounts.READ,Desk.tasks.READ,Desk.calls.READ,Desk.events.READ,Desk.activities.READ,Desk.activities.tasks.READ,Desk.activities.calls.READ,Desk.activities.events.READ,Desk.products.READ,Desk.settings.READ,Desk.agents.READ

Scope Description: any description, for example Nekt data extraction.
Time Duration: choose 10 minutes, so you have time for the next step.

Click CREATE, select your Zoho Desk organization (portal) when prompted, and copy the generated code.

The code expires within the duration you selected. If it expires before you finish the next step, simply generate a new one.

Exchange the code for a refresh token

Run the request below, replacing the three placeholder values. Use the accounts URL of your data center: accounts.zoho.com for the United States, accounts.zoho.eu for Europe, accounts.zohocloud.ca for Canada, and so on.

curl -X POST "https://accounts.zoho.com/oauth/v2/token" \
  -d "grant_type=authorization_code" \
  -d "client_id=YOUR_CLIENT_ID" \
  -d "client_secret=YOUR_CLIENT_SECRET" \
  -d "code=YOUR_GENERATED_CODE"

The response contains a refresh_token. Copy it: this is the third value Nekt needs.

The code can only be exchanged once. If you run the request twice, the second call returns invalid_code and you need to generate a new code.

Paste the credentials into Nekt

Fill in the Client ID, Client secret, and Refresh token fields, and select your data center.

The refresh token does not expire. It stays valid until you revoke it or delete the Self Client in the Zoho API Console, so you only go through this process once.

Once you’re done, click Next.

2. Select streams

Choose which data streams you want to sync. For faster extractions, select only the streams that are relevant to your analysis. You can select entire groups of streams or pick specific ones.

Tip: The stream can be found more easily by typing its name.

Select the streams and click Next.

3. Configure data streams

Customize how you want your data to appear in your catalog. Select the desired layer where the data will be placed, a folder to organize it inside the layer, a name for each table (which will effectively contain the fetched data) and the type of sync.

Layer: choose between the existing layers on your catalog. This is where you will find your new extracted tables as the extraction runs successfully.
Folder: a folder can be created inside the selected layer to group all tables being created from this new data source.
Table name: we suggest a name, but feel free to customize it. You have the option to add a prefix to all tables at once and make this process faster!
Sync Type: you can choose between INCREMENTAL and FULL_TABLE.
- Incremental: every time the extraction happens, we’ll get only the new data, which is good if you want to keep every record ever fetched.
- Full table: every time the extraction happens, we’ll get the current state of the data, which is good if you don’t want to have deleted data in your catalog.

Once you are done configuring, click Next.

4. Configure data source

Describe your data source for easy identification within your organization, not exceeding 140 characters. To define your Trigger, consider how often you want data to be extracted from this source. This decision usually depends on how frequently you need the new table data updated (every day, once a week, or only at specific times). Optionally, you can define some additional settings:

Configure Delta Log Retention and determine for how long we should store old states of this table as it gets updated. Read more about this resource here.
Determine when to execute an Additional Full Sync. This will complement the incremental data extractions, ensuring that your data is completely synchronized with your source every once in a while.

Once you are ready, click Next to finalize the setup.

5. Check your new source

You can view your new source on the Sources page. If needed, manually trigger the source extraction by clicking on the arrow button. Once executed, your data will appear in your Catalog.

For you to be able to see it on your Catalog, you need at least one successful source run.

API Limitations

Zoho Desk meters its API with a daily budget of API credits per organization, which depends on your edition and number of users (for example, 5,000 credits per day on the Free edition, 75,000 plus 500 per user on Professional, and 100,000 plus 1,000 per user on Enterprise). The connector keeps its cost low:

Tickets, contacts, accounts, tasks, calls, events, and products cost about 3 credits per 100 records created or changed since the last run.
Threads and comments cost about 3 credits per ticket that changed. Include full thread content adds 1 credit per thread.
Time entries cost about 3 credits per agent for each month read, whatever the number of tickets: a daily sync is about 3 credits per agent, and a first sync of 12 months with 20 agents about 800 credits.
Agents, departments, and teams cost a few credits per run.
A sync that finds nothing new costs about 40 credits plus 3 per agent with every stream selected. Syncing every hour therefore uses about 1,000 credits a day before any data is loaded; on small Zoho Desk plans (the Free edition has 5,000 credits a day), schedule the source daily.

The first sync reads the whole history and can need more credits than your organization has in a day (for example, about 60,000 credits for 20,000 tickets with threads and comments). In that case the history loads over several days:

When the credits run out, the sync stops and keeps everything it already loaded. The next sync continues from the last point it fully loaded, so no record is skipped.
Only the very first sync of the source can be marked as failed when the credits run out (Nekt cannot tell it apart from a Full sync, where a half-loaded table would replace the complete one). Every following sync finishes successfully, with a warning in the log, until the history is complete, including streams that are still waiting for their turn or were added later. Agents, departments, and teams are always read first, so they are complete before the credits run out.
A Full sync or Additional Full Sync that runs out of credits is marked as failed, because it would replace your tables with partial ones. For large help desks, avoid scheduling Additional Full Syncs.
If a sync cannot load anything at all (for example, the credits left for the day are already below API credits to keep free), it is marked as failed, so the problem shows up instead of the source silently standing still.
If the credits run out before the same stream (for example, tickets) can make any progress in 3 syncs in a row, the third sync is marked as failed and names the stream, so a table cannot stay behind without notice while the others update. Adding threads or comments to an existing source counts as progress for tickets and for the other ticket streams.
A stream that is waiting while an earlier stream is still loading its history is not updated in that sync, and the run log says so every time (for example, “waiting for contacts; 3 syncs in a row”). If it waits 7 syncs in a row, the sync is marked as failed and names both streams, so you can decide: ask Zoho for more API credits, use a more recent Initial sync date, or deselect the stream that is loading its history until the others catch up.

To load faster, set an Initial sync date (for example, the last 12 months), start with fewer streams, or ask Zoho for more API credits. Each run reports in its log how many credits it used. If Zoho asks the connector to slow down for a short time, it waits and continues, so that run takes longer than usual.

Streams and Fields

Fields that hold a structured value in Zoho Desk (such as the ticket’s contact or assignee, or the custom fields under cf) are stored as a JSON string. You can read them in SQL with your warehouse’s JSON functions. Field names are converted to lowercase with underscores (for example, modifiedTime becomes modified_time).

Tickets

Every ticket of the organization, with its status, assignment, contact and custom fields. Slug: tickets. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the ticket
`ticket_number`	String	Serial number of the ticket shown to agents and customers
`subject`	String	Subject of the ticket
`description`	String	Description of the ticket (HTML)
`status`	String	Status of the ticket, including custom statuses
`status_type`	String	Status type of the ticket: Open, On Hold or Closed
`priority`	String	Priority of the ticket (for example High, Medium, Low)
`channel`	String	Channel through which the ticket was created (Email, Phone, Web…)
`category`	String	Category of the ticket
`sub_category`	String	Subcategory of the ticket
`classification`	String	Classification of the ticket (Problem, Request, Question…)
`language`	String	Language of the ticket
`resolution`	String	Resolution notes of the ticket
`department_id`	String	ID of the department the ticket belongs to
`department`	String	Department the ticket belongs to (id, name) (JSON string)
`team_id`	String	ID of the team the ticket is assigned to
`team`	String	Team the ticket is assigned to (id, name) (JSON string)
`assignee_id`	String	ID of the agent the ticket is assigned to
`assignee`	String	Agent the ticket is assigned to (JSON string)
`contact_id`	String	ID of the contact who raised the ticket
`contact`	String	Contact who raised the ticket, with their account (JSON string)
`account_id`	String	ID of the account associated with the ticket
`product_id`	String	ID of the product associated with the ticket
`product`	String	Product associated with the ticket (JSON string)
`email`	String	Email address recorded on the ticket
`phone`	String	Phone number recorded on the ticket
`due_date`	DateTime	Due date of the ticket
`response_due_date`	DateTime	Due date of the first response
`onhold_time`	DateTime	Time when the ticket was put on hold
`closed_time`	DateTime	Time when the ticket was closed
`customer_response_time`	DateTime	Time of the customer’s latest response
`created_time`	DateTime	Time when the ticket was created
`created_by`	String	ID of the user who created the ticket
`modified_time`	DateTime	Time when the ticket was last modified, used as the incremental replication key
`modified_by`	String	ID of the user who last modified the ticket
`is_over_due`	Boolean	Whether the ticket is past its due date
`is_escalated`	Boolean	Whether the ticket is escalated
`is_spam`	Boolean	Whether the ticket is marked as spam
`is_read`	Boolean	Whether the agent has read the ticket
`is_archived`	Boolean	Whether the ticket is archived
`thread_count`	Integer	Number of threads (replies and messages) on the ticket
`comment_count`	Integer	Number of comments on the ticket
`shared_departments`	String	Departments the ticket is shared with and their access (JSON string)
`secondary_contacts`	String	Secondary contacts of the ticket (JSON string)
`last_thread`	String	Summary of the latest thread (channel, direction, draft) (JSON string)
`entity_skills`	String	Skills associated with the ticket (JSON string)
`child_ticket_count`	Integer	Number of child tickets of the ticket
`parent_ticket`	String	Parent ticket, when this ticket is a child ticket (JSON string)
`source_ticket`	String	Ticket this ticket was created from (JSON string)
`relationship_type`	String	Relationship of the ticket with its parent ticket
`sla_id`	String	ID of the SLA applied to the ticket
`locked_time`	DateTime	Time when the ticket was locked
`custom_fields`	String	Custom fields of the ticket as returned under customFields (JSON string)
`layout_id`	String	ID of the layout of the ticket
`web_url`	String	URL of the ticket in Zoho Desk
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)

Ticket Threads

Messages exchanged on each ticket (emails, chats, social and forum replies), incoming and outgoing. Slug: ticket_threads. Sync: Incremental, using ticket_modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the thread
`ticket_id`	String	ID of the ticket the thread belongs to
`ticket_modified_time`	DateTime	Modification time of the ticket when its threads were read, used as the incremental replication key
`channel`	String	Channel of the thread (EMAIL, FORUMS, CHAT, FEEDBACK…)
`direction`	String	Whether the thread is incoming (in) or outgoing (out)
`status`	String	Delivery status of the thread (SUCCESS, PENDING, FAILED, DRAFT)
`visibility`	String	Visibility of the thread (public or private)
`is_description_thread`	Boolean	Whether the thread is the ticket’s description
`is_forward`	Boolean	Whether the thread was sent as a forward
`can_reply`	Boolean	Whether replies can be added to the thread
`has_attach`	Boolean	Whether the thread has attachments
`attachment_count`	Integer	Number of attachments on the thread
`content_type`	String	Format of the thread content (text/html or text/plain)
`summary`	String	Summary (beginning) of the thread content, as listed by Zoho
`content`	String	Full content of the thread; filled only when ‘Include full thread content’ is on
`plain_text`	String	Full content of the thread as plain text; filled only when ‘Include full thread content’ is on
`from_email_address`	String	Email address the thread was sent from
`to`	String	Recipients of the thread (email channel)
`cc`	String	Addresses copied on the thread (email channel)
`bcc`	String	Addresses blind-copied on the thread (email channel)
`phoneno`	String	Phone number the thread came from (telephony channels)
`responder_id`	String	ID of the agent who responded
`responded_in`	String	Time the agent took to respond (HH:MM:SS)
`sentiment`	String	Tone of the customer in the thread
`created_time`	DateTime	Time when the thread was created
`author`	String	Author of the thread (name, email, type AGENT or END_USER) (JSON string)
`source`	String	Source of the thread in its channel (JSON string)
`channel_related_info`	String	Channel-specific information of the thread (JSON string)
`last_rating_icon_url`	String	Icon of the latest customer rating of the thread

Ticket Comments

Comments added to each ticket by agents, public or private. Slug: ticket_comments. Sync: Incremental, using ticket_modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the comment
`ticket_id`	String	ID of the ticket the comment belongs to
`ticket_modified_time`	DateTime	Modification time of the ticket when its comments were read, used as the incremental replication key
`content`	String	Content of the comment
`content_type`	String	Format of the comment content (html or plainText)
`is_public`	Boolean	Whether the comment is visible to the customer
`commenter_id`	String	ID of the user who added the comment
`commenter`	String	User who added the comment (name, email, role, type) (JSON string)
`commented_time`	DateTime	Time when the comment was added
`modified_time`	DateTime	Time when the comment was last modified
`attachments`	String	Files attached to the comment (JSON string)
`mention`	String	Agents and teams mentioned in the comment (JSON string)

Ticket Time Entries

Time logged by agents on tickets, with billing information. Read per agent, so a new or edited entry is loaded even when its ticket did not change. Slug: ticket_time_entries. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the time entry
`ticket_id`	String	ID of the ticket the time entry belongs to
`executed_time`	DateTime	Time when the work of the time entry started
`hours_spent`	Integer	Hours in the time entry
`minutes_spent`	Integer	Minutes in the time entry
`seconds_spent`	Integer	Seconds in the time entry
`description`	String	Description of the time entry
`request_charge_type`	String	Type of request (Customer Service, Upgrade Request…)
`is_billable`	Boolean	Whether the time entry is billable
`billing_type`	String	Billing type configured in time tracking
`mode`	String	How the time was recorded (MANUAL or AUTO)
`agent_cost_per_hour`	Number	Cost per hour of the agent
`additional_cost`	Number	Additional cost incurred
`fixed_cost`	Number	Fixed cost of the time entry
`total_cost`	Number	Total cost of the time entry
`invoice_id`	String	ID of the invoice the time entry was billed in
`owner_id`	String	ID of the agent who owns the time entry
`owner`	String	Agent who owns the time entry (JSON string)
`creator_id`	String	ID of the user who created the time entry
`created_by`	String	User who created the time entry
`created_time`	DateTime	Time when the time entry was created
`modified_by`	String	User who last modified the time entry
`modified_time`	DateTime	Time when the time entry was last modified (its creation time when Zoho does not send one), used as the incremental replication key
`department_id`	String	ID of the department of the time entry
`parent`	String	Record the time entry is logged against (type, id, ticket number) (JSON string)
`is_trashed`	Boolean	Whether the time entry is in the trash
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)

Contacts

The customers who raise tickets. Slug: contacts. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the contact
`first_name`	String	First name of the contact
`last_name`	String	Last name of the contact
`email`	String	Primary email address of the contact
`secondary_email`	String	Secondary email address of the contact
`phone`	String	Phone number of the contact
`mobile`	String	Mobile number of the contact
`title`	String	Job title of the contact
`type`	String	Type of the contact
`description`	String	Description of the contact
`street`	String	Street of the contact’s address
`city`	String	City of the contact’s address
`state`	String	State of the contact’s address
`zip`	String	Postal code of the contact’s address
`country`	String	Country of the contact’s address
`facebook`	String	Facebook handle of the contact
`twitter`	String	Twitter handle of the contact
`language`	String	Language of the contact
`time_zone`	String	Time zone of the contact
`account_id`	String	ID of the account the contact belongs to
`account`	String	Account the contact belongs to (id, name, website) (JSON string)
`owner_id`	String	ID of the agent who owns the contact
`owner`	String	Agent who owns the contact (JSON string)
`is_end_user`	Boolean	Whether the contact is a help center end user
`is_spam`	Boolean	Whether the contact is marked as spam
`is_anonymous`	Boolean	Whether the contact is anonymous
`is_deleted`	Boolean	Whether the contact has been deleted
`is_trashed`	Boolean	Whether the contact is in the trash
`photo_url`	String	URL of the contact’s photo
`web_url`	String	URL of the contact in Zoho Desk
`layout_id`	String	ID of the layout of the contact
`zoho_crm_contact`	String	Linked Zoho CRM contact or lead (id, type) (JSON string)
`customer_happiness`	String	Share of good, okay and bad ratings from the contact (JSON string)
`created_time`	DateTime	Time when the contact was created
`modified_time`	DateTime	Time when the contact was last modified, used as the incremental replication key
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)

Accounts

The customer organizations contacts belong to. Slug: accounts. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the account
`account_name`	String	Name of the account
`email`	String	Email address of the account
`phone`	String	Phone number of the account
`fax`	String	Fax number of the account
`website`	String	Website of the account
`industry`	String	Industry of the account
`code`	String	Code of the account
`annualrevenue`	String	Annual revenue of the account, as entered in Zoho Desk
`description`	String	Description of the account
`street`	String	Street of the account’s address
`city`	String	City of the account’s address
`state`	String	State of the account’s address
`zip`	String	Postal code of the account’s address
`country`	String	Country of the account’s address
`owner_id`	String	ID of the agent who owns the account
`owner`	String	Agent who owns the account (JSON string)
`is_deleted`	Boolean	Whether the account has been deleted
`is_trashed`	Boolean	Whether the account is in the trash
`web_url`	String	URL of the account in Zoho Desk
`layout_id`	String	ID of the layout of the account
`zoho_crm_account`	String	Linked Zoho CRM account (id) (JSON string)
`customer_happiness`	String	Share of good, okay and bad ratings from the account (JSON string)
`created_time`	DateTime	Time when the account was created
`modified_time`	DateTime	Time when the account was last modified, used as the incremental replication key
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)

Tasks

Tasks assigned to agents, related or not to a ticket. Slug: tasks. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the task
`subject`	String	Subject of the task
`description`	String	Description of the task
`status`	String	Status of the task
`priority`	String	Priority of the task
`department_id`	String	ID of the department of the task
`department`	String	Department of the task (id, name) (JSON string)
`owner_id`	String	ID of the agent who owns the task
`assignee`	String	Agent assigned to the task (JSON string)
`creator_id`	String	ID of the user who created the task
`ticket_id`	String	ID of the ticket the task is related to
`ticket`	String	Ticket the task is related to (number, subject, contact) (JSON string)
`contact_id`	String	ID of the contact the task is related to
`contact`	String	Contact the task is related to (JSON string)
`team_id`	String	ID of the team the task is assigned to
`team`	String	Team the task is assigned to (JSON string)
`completed_time`	DateTime	Time when the task was completed
`created_time`	DateTime	Time when the task was created
`modified_time`	DateTime	Time when the task was last modified, used as the incremental replication key
`is_trashed`	Boolean	Whether the task is in the trash
`layout_id`	String	ID of the layout of the task
`web_url`	String	URL of the task in Zoho Desk
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)
`category`	String	Category of the task
`due_date`	DateTime	Due date of the task
`start_time`	DateTime	Start time of the task
`is_commented`	Boolean	Whether the task has comments
`is_spam`	Boolean	Whether the task is marked as spam
`reminder`	String	Reminder settings of the task (JSON string)

Calls

Support calls logged in Zoho Desk. Slug: calls. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the call
`subject`	String	Subject of the call
`description`	String	Description of the call
`status`	String	Status of the call
`priority`	String	Priority of the call
`department_id`	String	ID of the department of the call
`department`	String	Department of the call (id, name) (JSON string)
`owner_id`	String	ID of the agent who owns the call
`assignee`	String	Agent assigned to the call (JSON string)
`creator_id`	String	ID of the user who created the call
`ticket_id`	String	ID of the ticket the call is related to
`ticket`	String	Ticket the call is related to (number, subject, contact) (JSON string)
`contact_id`	String	ID of the contact the call is related to
`contact`	String	Contact the call is related to (JSON string)
`team_id`	String	ID of the team the call is assigned to
`team`	String	Team the call is assigned to (JSON string)
`completed_time`	DateTime	Time when the call was completed
`created_time`	DateTime	Time when the call was created
`modified_time`	DateTime	Time when the call was last modified, used as the incremental replication key
`is_trashed`	Boolean	Whether the call is in the trash
`layout_id`	String	ID of the layout of the call
`web_url`	String	URL of the call in Zoho Desk
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)
`direction`	String	Direction of the call (inbound or outbound)
`duration`	Integer	Duration of the call, in seconds
`start_time`	DateTime	Start time of the call

Events

Meetings and other scheduled activities. Slug: events. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the event
`subject`	String	Subject of the event
`description`	String	Description of the event
`status`	String	Status of the event
`priority`	String	Priority of the event
`department_id`	String	ID of the department of the event
`department`	String	Department of the event (id, name) (JSON string)
`owner_id`	String	ID of the agent who owns the event
`assignee`	String	Agent assigned to the event (JSON string)
`creator_id`	String	ID of the user who created the event
`ticket_id`	String	ID of the ticket the event is related to
`ticket`	String	Ticket the event is related to (number, subject, contact) (JSON string)
`contact_id`	String	ID of the contact the event is related to
`contact`	String	Contact the event is related to (JSON string)
`team_id`	String	ID of the team the event is assigned to
`team`	String	Team the event is assigned to (JSON string)
`completed_time`	DateTime	Time when the event was completed
`created_time`	DateTime	Time when the event was created
`modified_time`	DateTime	Time when the event was last modified, used as the incremental replication key
`is_trashed`	Boolean	Whether the event is in the trash
`layout_id`	String	ID of the layout of the event
`web_url`	String	URL of the event in Zoho Desk
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)
`category`	String	Category of the event (for example Meeting)
`duration`	Integer	Duration of the event, in minutes
`start_time`	DateTime	Start time of the event
`custom_fields`	String	Custom fields of the event as returned under customFields (JSON string)

Products

Products and services associated with tickets, contacts and accounts. Slug: products. Sync: Incremental, using modified_time as the replication key. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the product
`product_name`	String	Name of the product
`product_code`	String	Code of the product
`description`	String	Description of the product
`unit_price`	Number	Unit price of the product
`department_ids`	List of strings	IDs of the departments the product is associated with
`owner_id`	String	ID of the agent who owns the product
`created_by`	String	ID of the user who created the product
`created_time`	DateTime	Time when the product was created
`modified_by`	String	ID of the user who last modified the product
`modified_time`	DateTime	Time when the product was last modified, used as the incremental replication key
`is_deleted`	Boolean	Whether the product has been deleted
`layout_id`	String	ID of the layout of the product
`cf`	String	Custom fields of the record, keyed by the field’s API name (for example cf_region) (JSON string)

Agents

Help desk users, in every status (active, disabled, imported and deleted). Slug: agents. Sync: Full table: the whole list is read on every run. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the agent
`name`	String	Full name of the agent
`first_name`	String	First name of the agent
`last_name`	String	Last name of the agent
`email_id`	String	Email address of the agent
`phone`	String	Phone number of the agent
`mobile`	String	Mobile number of the agent
`extn`	String	Phone extension of the agent
`status`	String	Activation status of the agent (ACTIVE, DISABLED, DELETED, IMPORTED)
`role_id`	String	ID of the agent’s role
`profile_id`	String	ID of the agent’s profile
`role_permission_type`	String	Permission type of the agent’s role (Admin, Light…)
`is_confirmed`	Boolean	Whether the agent confirmed their invitation
`is_zia_agent`	Boolean	Whether the agent is the Zia bot
`lang_code`	String	Language of the agent
`country_code`	String	Locale of the agent
`time_zone`	String	Time zone of the agent
`zuid`	String	Zoho user ID of the agent
`about_info`	String	About text of the agent
`photo_url`	String	URL of the agent’s photo
`associated_department_ids`	List of strings	IDs of the departments the agent belongs to
`associated_chat_department_ids`	List of strings	IDs of the departments where the agent handles chats
`channel_expert`	List of strings	Channels the agent is an expert in
`cf`	String	Custom fields of the agent, keyed by the field’s API name (JSON string)

Departments

Departments of the help desk. Slug: departments. Sync: Full table: the whole list is read on every run. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the department
`name`	String	Name of the department
`name_in_customer_portal`	String	Name of the department shown in the help center
`description`	String	Description of the department
`is_default`	Boolean	Whether this is the default department
`is_enabled`	Boolean	Whether the department is enabled
`is_visible_in_customer_portal`	Boolean	Whether the department appears in the help center
`is_assign_to_team_enabled`	Boolean	Whether tickets can be assigned to teams
`has_logo`	Boolean	Whether the department has a logo
`chat_status`	String	Chat availability of the department
`creator_id`	String	ID of the user who created the department
`created_time`	DateTime	Time when the department was created
`sanitized_name`	String	URL-friendly version of the department name used by Zoho

Teams

Teams of agents in each department. Slug: teams. Sync: Full table: the whole list is read on every run. Primary key: id.

Field	Type	Description
`id`	String	Unique identifier of the team
`name`	String	Name of the team
`description`	String	Description of the team
`department_id`	String	ID of the department the team belongs to
`logo_url`	String	URL of the team’s logo
`agents`	String	Agents who are members of the team (JSON string)
`derived_agents`	String	Agents who are members through roles or sub-teams (JSON string)
`roles`	String	Roles whose agents are members of the team (JSON string)
`roles_with_subordinates`	String	Roles whose agents and subordinates are members (JSON string)
`sub_teams`	String	Teams nested in this team (JSON string)

Implementation Notes

How incremental sync works

Changed records only: tickets, contacts, accounts, tasks, calls, events, and products are read in the order Zoho last changed them, starting where the previous run stopped. Records changed in the last 15 minutes are picked up by the next run, because Zoho takes a few minutes to make a change searchable.
Threads and comments are read for each ticket that changed since the last run. If you add one of these streams to an existing source, its first run reads every ticket since the Initial sync date, while the other streams keep their progress.
Time entries are read by their own modification time, agent by agent and one month at a time, so a new or edited entry is loaded even when its ticket did not change.
Each sync re-reads the last few minutes before where the previous one stopped, in case Zoho made a change searchable later than usual. Those records are merged, not duplicated.
Deleted records are not removed from your tables by incremental syncs. Use a Full sync to rebuild a table without them.

Limitations to be aware of

Archived tickets are not included.
Time entries of agents deleted or deactivated in Zoho Desk cannot be read once Zoho stops serving them. Entries loaded before that stay in your table, and the run log says how many agents were affected.
Whether adding a comment counts as a change to the ticket is not documented by Zoho. If it does not, a new comment is loaded the next time its ticket changes.

Get started

Context

Activate

Organizations

Workspaces

Resources

Zoho Desk as a data source

Configuring Zoho Desk as a Source

1. Add account access

Using your own Zoho application

2. Select streams

3. Configure data streams

4. Configure data source

5. Check your new source

API Limitations

Streams and Fields

Implementation Notes

How incremental sync works

Limitations to be aware of

​Configuring Zoho Desk as a Source

​1. Add account access

​Using your own Zoho application

​2. Select streams

​3. Configure data streams

​4. Configure data source

​5. Check your new source

​API Limitations

​Streams and Fields

​Implementation Notes

​How incremental sync works

​Limitations to be aware of

Configuring Zoho Desk as a Source

1. Add account access

Using your own Zoho application

2. Select streams

3. Configure data streams

4. Configure data source

5. Check your new source

API Limitations

Streams and Fields

Implementation Notes

How incremental sync works

Limitations to be aware of