Zapier App Integration - Zoho Desk Knowledgebase

Zapier App Integration with Zoho Desk

Zapier is a third-party service that connects Zoho Desk to many other apps and services, including Slack, Gmail, MailChimp, Shopify and more. It enabled you to automate your entire workflow by copying and moving your data between Zoho Desk and other online applications. This way, you don't have to spend too much time or resources integrating Zoho Desk with other apps.

Before we go further, it is important that you know the following three things:
  1. An integration between two apps is called a Zap.  
  2. A trigger is an event that happens in one app. 
  3. An action is the event that Zapier automatically performs in another app based on that trigger.

Still a little confused?  Check out Zapier's Video:



Triggers and Actions supported by Zoho Desk
You can design zaps where Zoho Desk is the trigger (i.e., creating a new ticket in Zoho Desk triggers an automated action), and where Zoho Desk is the action (i.e., doing something in another app/service will automatically trigger the creation of a new ticket in Zoho Desk). Let's look at the various triggers and actions supported by Zoho Desk. 

Triggers supported:
  • New Ticket - when a new ticket is created
  • New Message - when a new message is added to any ticket in the selected department
  • New Status Change - when a status of ticket is changed
  • New Account - when a new account is created
  • New Contact - when a new contact is created
  • New Agent - when a new agent is added
  • New Comment - when a new comment is added to any ticket in the selected department

Actions supported:
  • Send Email Reply - sends an email reply for a ticket
  • Create Ticket - creates a new ticket
  • Add Comment - adds a new comment to a ticket
  • Create Contact - creates a new Zoho Desk contact

Making a Zap
As an example, let's say you want a message to be sent on the Slack channel whenever a new ticket is created in Zoho Desk. Here's how you will go about it:

Step 1: Log into your Zapier account, or create an account if you don't have one already.

Step 2: Click Make a Zap!. Select Zoho Desk as your Trigger app and select "New Ticket" as the trigger.



Step 3: Add your Zoho Desk account to Zapier to connect with services available through Zapier. Click "Connect an Account".
The next time you create a Zap using Zoho Desk, you can use the same account again without needing to reconnect.



Step 4: Select the domain your Zoho account belongs to.
If you access your Zoho Desk account at desk.zoho.com, specify the domain name as "zoho.com”.



Step 5: Enter the login credentials of your Zoho Desk account.
Once signed in, specify the "Organization" and "Department" to be used for this Zap.



Step 6: Choose a subsequent action in the connecting application. (i.e, Slack)
Here, the action you want to select is 'Send Channel Message' in Slack. 



Step 7: Connect your Slack account as well and add filters if required.

Step 8: And finally, hit "Connect Zoho Desk and Slack" to activate your connection. Test the Zap and when you're ready turn it on!
Now, a message gets posted on the Slack channel every time a ticket is created in Zoho Desk.

Checkout some of our pre-existing Zaps! here.

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