Attention: Modification to the Get Agent API
Dear Folks, We'd like to inform you about recent updates to the Get Agent API in Zoho Desk, prompted by security considerations. If you're currently using the APIs mentioned, please take note of the changes outlined below. Existing Behavior: Currently,Deprecating the departmentIds query parameter
If you use the "List Products" API to fetch a list of products from your help desk portal, this announcement is for you. This is to inform you that we've decided to permanently deprecate the departmentIds param from both requests and responses presented[BREAKING]: Webhooks' callback waiting times are reduced
As mentioned on our webhook documentation, we should receive a response within 10 seconds of firing the Zoho Desk events to the specified webhook callback URL. However, on analyzing the behavior of existing webhook subscriptions, we concluded that mostMajor Change: Handling Time Zone Compatibility in Time Entry APIs
Dear Zoho Desk API users, We recently identified a compatibility issue related to time zone conversion in our time entry APIs. Here's a detailed breakdown of the issue and the change you need to make to resolve it. The Issue Our time entry APIs (GETFunctional Change: Validating email IDs in Zoho Desk REST APIs
Dear Zoho Desk API users, As part of our continuous API enhancement efforts, we are introducing a bunch of validation rules for email IDs that are passed in our REST APIs. Until now, only basic validation of email IDs was being carried out in our APIs.Critical Update - Authtokens in Zoho Desk REST APIs will Stop Working in a Week
Dear Zoho Desk API users, In the second half of 2020, we had decided to indefinitely deprecate the use of authtokens and instead use OAuth tokens for authenticating users. We had informed the developer community about this critical change and the needFinal Reminder - Deprecating Support for Authtokens
Dear Zoho Desk API users, If you have been following this space, you would already know that we're discontinuing support for authtokens in our REST APIs. This is our final announcement on this subject. If you have already migrated from authtokens toDeprecating Support for Authtokens
If you use Zoho Desk's Rest APIs, chances are that you're familiar with authtokens—a form of security token that authorizes third-party applications to access the user's (Zoho Desk) account. In the coming months, we will be deprecating support for authtokens indefinitely. This means that post November 30, 2020, we will not support the generation of new authtokens. Put simply, if your apps rely on authtoken authorization, they will be unable to fetch information from Zoho Desk beyond the EOL date.Reminder - Deprecating Support for Authtokens
Dear Zoho Desk API users, We would like to remind you that we're discontinuing support for authtokens from our APIs. As mentioned earlier in this post, after the 30th of November, 2020, you won't be able to generate new authtokens. Further, any authtokensFinal Reminder - Enhancement to Agent/Team-Related Permissions and Corresponding API Changes
Dear Zoho Desk API users, Close to a year ago, we made a few API enhancements in line with GDPR guidelines. These enhancements relate to agent profiles and teams, providing a way to control who can view Personally Identifiable Information (PII) of your agents. (Click here to read the announcement.) We hope you went through the API changes detailed in the post and tweaked your API-based tools accordingly. If not, please read the announcement once again and make necessary modifications before theBreaking API Change Related to Agent Profile Pictures
Dear Zoho Desk API users, We would like to bring your attention to a breaking API change that would impact the way agent profile pictures are fetched in a large number of APIs (tickets, contacts, articles, etcetera). This change particularly pertains to cases when agents do not have profile pictures set in their Zoho accounts. Currently, if an agent does not have a profile picture, this is indicated in the API response through the photoURL key, whose value is returned as null. And you handle suchReminder - Enhancement to Agent/Team-Related Permissions and Corresponding API Changes
We would like to remind you about a few changes to APIs related to agent profiles and teams. About eight months ago, we informed you about a more granular profile-based security setting for managing agents. We made a few enhancements with GDPR compliance in mind and provided a way to control who can view Personally Identifiable Information (PII) of your agents. We hope you took notice of the API changes detailed in the post and tweaked your API-based tools accordingly. If not, please read the forumDeprecating the isInvoiced and isBillable query parameters
If you offer paid support to your customers, it is important to track the time your agents spend on resolving tickets. Zoho Desk provides a time tracking capability and the option to create billable time entries. Besides, by integrating your Zoho Desk portal with Zoho Invoice, you can also create invoices and send them to customers from within Zoho Desk. You can view the time your agents spent on each ticket, under the Time Entry tab on the ticket detail page. All this while, this tab containedBreaking Change Related to Time Entry APIs and Webhooks
Dear Zoho Desk API users, This is a heads-up about a breaking change coming up soon. This change impacts the responses to time entry APIs and webhooks. Read on for more details. Currently, time entry APIs/webhooks related to contacts, accounts, agents, calls, tasks, and events return the string value "null" for the associatedTicketId key, if there are no tickets associated with them. We have planned to change the string value "null" to just null, to denote that there are no tickets associated.Final reminder about removing organizationName key
Dear Zoho Desk users, This is the final reminder about permanently removing the organizationName key and stop supporting it in our APIs. About a month ago, we announced that the responses to the Get organization and List organizations APIs and the input payload for the Create/Update organization APIs would not include the organizationName key. The key will be replaced with the portalName key in these cases. The organizationName key has been deprecated already, and it will be removed entirely onPermanently Removing the organizationName Key
If you are someone who extensively uses Zoho Desk APIs, you would have already known that the organizationName key has been deprecated. We have mentioned this piece of information in the documentation of our organization-related APIs. This is to let you know that we will be removing this key permanently and stop supporting it in our APIs. Going forward, the responses to the Get organization and List organizations APIs and the input payload for the Create/Update organization APIs will not includeEnsuring Transparency of Agent Costs
At Zoho Desk, we believe that some data points must be accessible for all users (except light agents). One such data point is agent cost per hour. Right now, this value is presented through the agentCostPerHour key in time entry APIs. You can restrict which types of users can view or not view this value, using profile-based field permissions (Read & Write, Read Only, and Don't Show). Going forward, the Don't Show option will be disabled for this key and only the other two options will be applicable.Deprecating a Key from Responses of Time Entry APIs
This is to inform you that we are deprecating a key from the responses presented for time entry APIs. This change relates to the way agent names are returned. Now, the details... The owner object in responses to time entry APIs returns the name of the agent and URL of the agent's profile picture. These data points are presented through the name and photoURL key respectively. The name key returns both the first name and the last name of the agent together. However, in APIs pertaining to other ZohoUpdate to Attachment APIs
As part of our regular enhancements to APIs, we have now changed the way responses are served when the resources you try to fetch do not contain attachments. Earlier, if the resource you tried to fetch did not contain an attachment, the response would return the 204 (No Content) status code. Going forward, in such cases, the response would return the 200 (OK) status code along with { “data” : []}. This change applies to APIs related to ticket attachments, contact attachments, account attachments,Introducing Limit Ranges for List Comments/Conversations APIs
Dear Zoho Desk users, This is to inform you that we are introducing two ranges for the limit query parameter used in list comments/conversations APIs across modules. The details are as follows. The range for the following APIs is 1-100. If you do not pass a value for the limit parameter in the API request, the default value of 50 is considered. List ticket comments - /api/v1/tickets/([0-9]+)/comments Get ticket comment history - /api/v1/tickets/([0-9]+)/comments/([0-9]+)/history List task commentsEnhancement to Agent-/Team-Related Permissions and Corresponding API Changes
When it comes to data security, it is not just the personal information of customers that must be kept secure and confidential. Your agents' personal information is equally important too. The more personal information you collect, the higher the risk of the information getting exposed or falling into the wrong hands. Therefore, establishing robust data security measures to safeguard the agent information stored in your help desk is critical. To that end, we are excited to introduce a more granularFinal Reminder about API Deprecation
Dear Zoho Desk users, This is the final reminder about the deprecation of our old APIs. About 11 months ago, we announced that our XML/JSON APIs will be deprecated and we informed you all to switch to the new REST APIs as quickly as possible. In later announcements, we also mentioned that integration tasks in custom functions must also be modified as part of this API transition. The sunset date we mentioned in our announcements - August 17th, 2019 - is just 10 days away. After this date, the oldChanging the Response for Article Search APIs
As part of our effort to continuously improve our APIs, we recently discovered that the responses to our article search API did not provide all vital information related to help articles. So, we have decided to enhance the API by changing the response format. The response to this API used to be presented in the following format: { "data" : [ { "summary" : "test ", "modifiedtime" : "2017-11-30T09:26:03.000Z", "viewcount" : "0", "permission" : "ALL", "id" : "5000000009361",Nearing the Sunset Date for XML/JSON APIs
Dear Zoho Desk users, About 10 months ago, we informed that Zoho Desk’s old XML/JSON APIs will be deprecated completely. Adhering to the timeline mentioned in the post, we fully deprecated the old APIs in February. We have now stopped providing enhancements, issue fixes, or customer support related to these APIs. We would now like to just gently remind you that the sunset date for these APIs is August 17, 2019 — just a month and a handful of days away. Please switch to our new REST APIs as soonOld APIs Fully Deprecated
As we had announced earlier here, our old APIs have now been fully deprecated. We hope that you have switched to our REST APIs to ensure smooth functioning of your tools and processes. Please keep in mind that the old APIs will not be supported, going forward. What this means is that we will not provide any enhancements, issue fixes, or customer support related to these APIs. The sunset date for the old APIs is August 17, 2019. Therefore, it is imperative that you switch to the REST APIs if youIntroducing the onholdTime Parameter to Support the New On Hold Status
One of the recent powerful additions to the Zoho Desk feature set is the built-in ticket status called On Hold. This status will be of help to agents when they await a response from the customer or require the assistance of another stakeholder to resolve a ticket. When the status of a ticket is changed to On Hold, the timer is paused, thereby making sure that SLAs are not violated unreasonably. Keep in mind that the status of a ticket cannot go from Closed to On Hold. Similarly, Response Due andAdopting OAuth2 Tokens for Authentication
To strengthen the security of user data in Zoho Desk APIs, we have decided to move on from auth tokens to OAuth2 tokens. The reasons for this move are as follows: 1. Stronger Data Security To enable data access to third-party apps in the previous authentication model, users had to trust the apps with their auth token, which had permanent validity. There was always a possibility of the app being malicious or unsecured. To revoke access, the user had to delete the auth token and generate a new one.Replacing the isDeleted Key with the isTrashed Key
In line with our constant efforts to provide the best experience for developers, we have decided to deprecate a key used in APIs, to ensure clarity of code. This key pertains to the deletion status of resources. When a user deletes a resource in Zoho Desk, it is only temporarily deleted -- meaning, the resource is just moved to the Recycle Bin, from where it can be restored later, if required. Permanent deletion happens only if the resource is also deleted from the Recycle Bin. Currently, API responsesIntroducing the Rich-Text Editor for Comment Boxes
One of the latest enhancements to Zoho Desk is the introduction of a rich-text editor for comment boxes across all modules. A rich-text editor provides users with the options to format text the way they want and highlight important portions in the text. While it proves to be beneficial for end-users, this enhancement also demands a change in the APIs associated with comments. Currently, comment content is delivered in API responses via the content key. The content is delivered in plaintext formatXML/JSON APIs to be Deprecated Soon
This is to inform you that Zoho Desk's old XML/JSON APIs have reached their end-of-life period now and will be fully deprecated on Feb 17, 2019. Therefore, we strongly recommend you to switch to our new REST APIs, which were released last year. The new APIs provide richer features and ensure better performance and reliability. The new APIs work like the XML/JSON ones, but the syntax, output, and methods adhere to the RESTful architecture. Please refer to our API documentation to learn more aboutUpdates to Department and Agent APIs Will Be in Full Effect Soon
In one of our previous posts, we had mentioned that the associatedAgentIds key will be deprecated from the response to the Get all departments API. We would like to inform you that this omission will be fully in effect from the upcoming hotfix. Here's a quick recap of the earlier announcement: The response to the Get all departments API will no longer contain the associatedAgentIds key. The response to the Get a department API will contain the key. The Get all departments and List all agents APIsPerformance Enhancements to Search APIs
We recently detected a few performance issues that were caused by the inclusion of inessential information in responses to search APIs. In particular, ticket search APIs returned not only the custom fields in a ticket, but also the ones related to the contact in the ticket. Similarly, contact search APIs returned not only the custom fields related to a contact, but also the ones related to the account associated. This inclusion of non-vital information led to performance issues in tools that employedEnhancements to the Get All Departments and List All Agents APIs
We recently observed some performance issues in the Get all departments API. Our root cause analysis revealed that these issues were caused by the inclusion of the associatedAgentIds key in the API response. To eliminate this performance issue, we have decided to deprecate this key from the API response. However, this change does not affect the Get a department API. So, as an alternative, you can get the associatedAgentIds key through the response to this API. Besides, we have also enhanced the GetUpdates to Threads APIs and the List All Attachments API
At Zoho Desk, we believe that convenience and consistency are key factors in delivering a good user experience, be it for the end-users of Zoho Desk or the developers who build upon Desk's features and functionalities. As an extension of this belief, we have now updated a payload parameter pertaining to the APIs for ticket threads and a query parameter pertaining to a ticket attachments API. Here is more information on these two updates: 1. Replacing uploads with attachmentIds in Threads APIs Currently,Enhanced Security for APIs and Web Forms
This announcement is to inform you that we are planning to enhance our security for APIs and Web forms. These changes will be mandatory from 4th November, 2011. Zoho-Support API Users We are planning to support APIs only in HTTPS mode, therefore you are required to make changes in the APIs that you are currently using. For more information, see the API Guide. Web-Form Users We're enhancing our security in the Zoho Support Web forms. Make the following change n the Web-to-request forms that you generated,
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Announcements
Attention: Modification to the Get Agent API
Dear Folks, We'd like to inform you about recent updates to the Get Agent API in Zoho Desk, prompted by security considerations. If you're currently using the APIs mentioned, please take note of the changes outlined below. Existing Behavior: Currently,Deprecating the departmentIds query parameter
If you use the "List Products" API to fetch a list of products from your help desk portal, this announcement is for you. This is to inform you that we've decided to permanently deprecate the departmentIds param from both requests and responses presented[BREAKING]: Webhooks' callback waiting times are reduced
As mentioned on our webhook documentation, we should receive a response within 10 seconds of firing the Zoho Desk events to the specified webhook callback URL. However, on analyzing the behavior of existing webhook subscriptions, we concluded that mostMajor Change: Handling Time Zone Compatibility in Time Entry APIs
Dear Zoho Desk API users, We recently identified a compatibility issue related to time zone conversion in our time entry APIs. Here's a detailed breakdown of the issue and the change you need to make to resolve it. The Issue Our time entry APIs (GETFunctional Change: Validating email IDs in Zoho Desk REST APIs
Dear Zoho Desk API users, As part of our continuous API enhancement efforts, we are introducing a bunch of validation rules for email IDs that are passed in our REST APIs. Until now, only basic validation of email IDs was being carried out in our APIs.
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