Zoho Desk Integration
Overview
The Zoho Desk Integration enables your organization to manage and track customer support tickets directly from the platform. By integrating with Zoho Desk, you can create tickets, assign them to departments, and track their statuses without leaving the platform.
How to Configure Zoho Desk Integration
1. Navigate to Integration Hub
Go to the 'Integration Hub' section from the main dashboard.
A page with cards for all available integrations will appear.
Click on the Zoho Desk Integration card.
2. Configure Zoho Desk Details
Fill out the following fields in the Zoho Desk configuration form:
Client ID: The client ID for your Zoho Desk API application.
Client Secret: The client secret for your Zoho Desk API application.
Where to find it?
Navigate to the same application in Zoho API Console
Copy the Client Secret
API Domain: The Zoho Desk API Redirect Url (e.g., https://cyber.comolho.com/).
Organization ID: The Organization ID associated with your Zoho Desk account.
Where to find it?
Log in to Zoho Desk
Navigate to Setup > Developer Space > APIs > API Key
Locate your Organization ID
Default Department ID : Specify the default department ID for creating tickets.
Where to find it?
In Zoho Desk, go to Setup > Departments
Select the department and check the Department ID in the URL or department settings.
Default Contact ID : Specify the default contact ID for ticket assignments.
Where to find it?
Navigate to Zoho Desk > Customers > Contacts
Click on a contact and check the Contact ID in the URL
Click Save Configuration to store the settings.
Using Zoho Desk Integration
1. Push Vulnerability Reports to Zoho Desk
Navigate to Vulnerability Reports
Go to the 'Vulnerability Reports' section from the main dashboard.
You will see a list of all submitted reports.
Push a Report to Zoho Desk
Click on 'Report - [ID]' to view the report details.
On the report page, click the 'Push to Zoho Desk' button.
A confirmation message will appear once the report is successfully pushed to Zoho Desk. The Zoho ticket ID will be linked to the report.
2. Fetch Zoho Desk Ticket Status
From the Vulnerability Reports List
In the 'Vulnerability Reports' section, click the 'Fetch Status' button next to the relevant report.
The status of the corresponding Zoho Desk ticket (e.g., Open, On Hold, Closed) will be updated in the platform.
Key Features of Zoho Desk Integration
Push Reports to Zoho Desk: Send vulnerability reports as support tickets in Zoho Desk for efficient customer support management.
Fetch Zoho Desk Status: Sync ticket statuses, such as Open, In Progress, and Closed, between Zoho Desk and the platform.
Assign Default Departments and Contacts: Automatically assign tickets to specific departments or contacts in Zoho Desk.
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