Zoho Desk

Fetch the connected agent's own profile (id, ZUID, email, role, profile, associated departments).

List the Zoho Desk portals this Zoho account can see. Note that the connection acts on exactly one of them — the portal its token is bound to, which is the one get_my_info reports.

List the portal's departments — the departmentId create_ticket requires and most list and search tools filter by.

List the portal's agents — the assigneeId tickets are assigned to.

List tickets, filterable by department, view, assignee, team, channel, status and priority.

Fetch one ticket in full (subject, description, status, priority, assignee, contact, SLA dates, counts).

Search tickets by free text or by field. Needs at least three characters; a trailing asterisk wildcards a value.

List a ticket's threads — the inbound and outbound messages, newest last.

Fetch one thread in full, including its message content and recipients.

List a ticket's threads and comments interleaved as one timeline — the fastest way to catch up on a ticket.

List a ticket's comments (agent notes), public and private.

Create a ticket. Pass contactId for an existing contact, or a contact object with at least lastName or email to create one alongside the ticket.

Update a ticket. Only the fields you pass change — this is how a ticket is reassigned, reprioritised or closed.

Send a reply on a ticket. Defaults to the EMAIL channel; fromEmailAddress must be a from-address configured in the portal.

Add a comment to a ticket. Set isPublic false for an internal note; mention an agent with zsu[@user:{zuid}]zsu.

Merge other tickets into this one. The merged-away tickets stop existing separately, so this cannot be undone.

Mark tickets as spam, or unmark them with isSpam false. Optionally spam the contact and their other tickets too.

Move tickets to the Recycle Bin. They stay restorable there for 60 days, then are permanently deleted.

List the portal's contacts (the customers who write in).

Fetch one contact in full (names, emails, phones, address, owner, account).

Search contacts by free text, name, email or phone. Needs at least three characters.

List every ticket raised by one contact.

Create a contact. Only lastName is required.

Update a contact. Only the fields you pass change.

List accounts — the companies contacts belong to, with their websites and industries.

Fetch one account in full (company details, owner, SLA).

List knowledge-base articles, filterable by category, status and locale.

Fetch one knowledge-base article, including its answer body.

Search the knowledge base — the tool to reach for before answering a ticket by hand.

Search across tickets, contacts, accounts and tasks at once, or narrow to one module.