Zoho Desk

Customer service help desk. Create, update, search and reply to tickets, add comments, and manage contacts and accounts.

Actions

Action	What it does
Add ticket comment	Add a comment to a ticket: a private note for agents by default, or a public one the customer can see.
Create account	Create an account (a customer company) to group contacts.
Create contact	Create a contact (a customer).
Create ticket	Create a ticket.
Delete tickets	Move tickets to the Recycle Bin.
Get contact	Get one contact with their account.
Get conversation message	Get one message on a ticket in full, as HTML and plain text.
Get ticket	Get one ticket with its contact, assignee and department.
List accounts	List accounts (customer companies).
List agents	List the help desk's agents, the people tickets are assigned to.
List contacts	List contacts (customers).
List departments	List the help desk's departments.
List ticket comments	List the comments on a ticket.
List ticket conversation	List the emails and other messages on a ticket, each with a summary.
List tickets	List tickets, newest first by default, optionally filtered.
Search contacts	Find contacts by email, name, phone or account.
Search tickets	Find tickets by text, subject, number, email, status, people or creation date.
Send email reply	Email a reply to the customer on a ticket.
Update contact	Change a contact's details.
Update ticket	Change a ticket's fields.

Add ticket comment

Add a comment to a ticket: a private note for agents by default, or a public one the customer can see.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.
CommentcontenttextRequired: The comment, up to 32,000 characters.
Publicis_publictrue/false: Optional. Let the customer see it. Private by default.Default: false.
Formatcontent_typetext: Optional. Plain text (the default) or HTML.One of: plainText (Plain text), html.

Outputs

A comment on a ticket.

commentedTimetext: An ISO 8601 UTC timestamp.
commenterobject: Who wrote it.
commenterIdtext: The commenter's id.
contenttext: The comment.
contentTypetext: html or plainText.
idtext: The comment's id.
isPublictrue/false: Whether the customer can see it.
modifiedTimetext: An ISO 8601 UTC timestamp.

Example output

{
  "commentedTime": "2026-03-02T11:05:00.000Z",
  "commenterId": "1892000000056007",
  "content": "Customer called; replacement approved.",
  "contentType": "plainText",
  "id": "1892000000367001",
  "isPublic": false
}

Create account

Create an account (a customer company) to group contacts.

Inputs

Account nameaccount_nametextRequired: The company's name, up to 200 characters.
Emailemailtext: Optional. Email.
Websitewebsitetext: Optional. Website.
Phonephonetext: Optional. Phone.
Industryindustrytext: Optional. Industry.
Descriptiondescriptiontext: Optional. Notes about the account.
Streetstreettext: Optional. Street.
Citycitytext: Optional. City.
Statestatetext: Optional. State.
Countrycountrytext: Optional. Country.
Zip codezip_codetext: Optional. Zip or postal code.
Custom fieldscustom_fieldsobject: Optional. Custom field values by API name, such as {"cf_order_number": "A-100"}. Find API names in Zoho Desk under Setup > Customization > Layouts and Fields.

Outputs

An account (a customer company).

accountNametext: The account's name.
cfobject: Custom field values, by API name (cf_...).
citytext: City.
codetext: Zip code.
countrytext: Country.
createdTimetext: An ISO 8601 UTC timestamp.
descriptiontext: Notes.
emailtext: Email address.
idtext: The account's id; use it on a contact.
industrytext: Industry.
modifiedTimetext: An ISO 8601 UTC timestamp.
ownerIdtext: The owning agent's id.
phonetext: Phone.
statetext: State.
streettext: Street.
webUrltext: The account's address in Zoho Desk.
websitetext: Website.

Example output

{
  "accountName": "Acme Corp",
  "createdTime": "2026-01-20T08:00:00.000Z",
  "id": "1892000000975382",
  "industry": "Retail",
  "website": "https://acme.example.com"
}

Create contact

Create a contact (a customer). Only the last name is required.

Inputs

Last namelast_nametextRequired: The contact's last name, up to 200 characters.
First namefirst_nametext: Optional. First name, up to 40 characters.
Emailemailtext: Optional. Email address.
Secondary emailsecondary_emailtext: Optional. A second email address.
Phonephonetext: Optional. Phone.
Mobilemobiletext: Optional. Mobile.
Titletitletext: Optional. Job title.
Descriptiondescriptiontext: Optional. Notes about the contact.
Account IDaccount_idtext: Optional. The account's id, from 'List accounts' or 'Create account'.
Streetstreettext: Optional. Street.
Citycitytext: Optional. City.
Statestatetext: Optional. State.
Countrycountrytext: Optional. Country.
Zip codezip_codetext: Optional. Zip or postal code.
Custom fieldscustom_fieldsobject: Optional. Custom field values by API name, such as {"cf_order_number": "A-100"}. Find API names in Zoho Desk under Setup > Customization > Layouts and Fields.

Outputs

A contact (a customer).

accountIdtext: The account's id.
cfobject: Custom field values, by API name (cf_...).
citytext: City.
countrytext: Country.
createdTimetext: An ISO 8601 UTC timestamp.
descriptiontext: Notes.
emailtext: Email address.
firstNametext: First name.
idtext: The contact's id; use it on a ticket.
isSpamtrue/false: Whether it is marked as spam.
lastNametext: Last name.
mobiletext: Mobile.
modifiedTimetext: An ISO 8601 UTC timestamp.
ownerIdtext: The owning agent's id.
phonetext: Phone.
secondaryEmailtext: Second email address.
statetext: State.
streettext: Street.
titletext: Job title.
typetext: The contact type.
webUrltext: The contact's address in Zoho Desk.
ziptext: Zip code.

Example output

{
  "accountId": "1892000000975382",
  "createdTime": "2026-02-01T08:00:00.000Z",
  "email": "carol@example.com",
  "firstName": "Carol",
  "id": "1892000000042001",
  "lastName": "Smith",
  "phone": "+1 555 0100"
}

Create ticket

Create a ticket. Choose an existing contact by id, or give an email address: Zoho Desk reuses the contact with that email or creates one.

Inputs

SubjectsubjecttextRequired: The ticket's subject, up to 255 characters.
Departmentdepartment_idtextRequired: The department.
Contact IDcontact_idtext: Optional. An existing contact's id. Leave blank and fill in the contact's email or last name instead.
Contact emailcontact_emailtext: Optional. The customer's email, when no contact id is given.
Contact last namecontact_last_nametext: Optional. Used when Zoho Desk creates the contact.
Contact first namecontact_first_nametext: Optional. Used when Zoho Desk creates the contact.
Descriptiondescriptiontext: Optional. The ticket's description. HTML is allowed.
Priorityprioritytext: Optional. The priority; a priority your portal defines also works.One of: High, Medium, Low.
Statusstatustext: Optional. The status; a status your portal defines also works.One of: Open, On Hold, Escalated, Closed.
Classificationclassificationtext: Optional. The classification; one your portal defines also works.One of: Problem, Request, Question.
Channelchanneltext: Optional. Where the ticket came from.One of: Email, Phone, Web, Chat, Forums.
Categorycategorytext: Optional. The ticket's category.
Assigneeassignee_idtext: Optional. The agent to assign the ticket to.
Due datedue_datedate and time: Optional. When the ticket is due.
Phonephonetext: Optional. A phone number for the ticket.
Custom fieldscustom_fieldsobject: Optional. Custom field values by API name, such as {"cf_order_number": "A-100"}. Find API names in Zoho Desk under Setup > Customization > Layouts and Fields.

Outputs

A ticket.

accountIdtext: The account's id.
assigneeobject: A person.
assigneeIdtext: The assigned agent's id.
categorytext: The category.
cfobject: Custom field values, by API name (cf_...).
channeltext: Where the ticket came from, such as Email or Web.
classificationtext: The classification.
closedTimetext: An ISO 8601 UTC timestamp.
commentCounttext: How many comments it has.
contactobject: A person.
contactIdtext: The contact's id.
createdTimetext: An ISO 8601 UTC timestamp.
departmentobject: The department.
departmentIdtext: The department's id.
descriptiontext: The description (HTML).
dueDatetext: An ISO 8601 UTC timestamp.
emailtext: The ticket's email address.
idtext: The ticket's id; use it in other ticket actions.
isOverDuetrue/false: Whether it is past its due date.
isSpamtrue/false: Whether it is marked as spam.
modifiedTimetext: An ISO 8601 UTC timestamp.
phonetext: The ticket's phone number.
prioritytext: The priority.
statustext: The status, such as Open or Closed.
statusTypetext: Open, On Hold or Closed.
subjecttext: The subject.
threadCounttext: How many conversation messages it has.
ticketNumbertext: The ticket number people see, such as 101.
webUrltext: The ticket's address in Zoho Desk.

Example output

{
  "assigneeId": "1892000000056007",
  "channel": "Email",
  "commentCount": "0",
  "contactId": "1892000000042001",
  "createdTime": "2026-03-02T10:15:00.000Z",
  "departmentId": "1892000000006907",
  "email": "carol@example.com",
  "id": "1892000000042034",
  "priority": "High",
  "status": "Open",
  "statusType": "Open",
  "subject": "Order arrived damaged",
  "threadCount": "1",
  "ticketNumber": "101",
  "webUrl": "https://desk.zoho.com/support/acme/ShowHomePage.do#Cases/dv/1892000000042034"
}

Delete tickets

Move tickets to the Recycle Bin. Zoho Desk keeps them there for 60 days, where they can be restored.

Inputs

Ticket IDsticket_idslistRequired: The ids of the tickets to delete.

Outputs

countnumber: How many tickets were moved.
deletedtrue/false: True once Zoho Desk moved them to the Recycle Bin.
ticket_idslist: The tickets moved.

Example output

{
  "count": 1,
  "deleted": true,
  "ticket_ids": [
    "1892000000042034"
  ]
}

Get contact

Get one contact with their account.

Inputs

Contact IDcontact_idtextRequired: The contact's id, from 'Search contacts' or 'List contacts', or the contact's address in Zoho Desk.

Outputs

A contact (a customer).

accountIdtext: The account's id.
cfobject: Custom field values, by API name (cf_...).
citytext: City.
countrytext: Country.
createdTimetext: An ISO 8601 UTC timestamp.
descriptiontext: Notes.
emailtext: Email address.
firstNametext: First name.
idtext: The contact's id; use it on a ticket.
isSpamtrue/false: Whether it is marked as spam.
lastNametext: Last name.
mobiletext: Mobile.
modifiedTimetext: An ISO 8601 UTC timestamp.
ownerIdtext: The owning agent's id.
phonetext: Phone.
secondaryEmailtext: Second email address.
statetext: State.
streettext: Street.
titletext: Job title.
typetext: The contact type.
webUrltext: The contact's address in Zoho Desk.
ziptext: Zip code.

Example output

{
  "accountId": "1892000000975382",
  "createdTime": "2026-02-01T08:00:00.000Z",
  "email": "carol@example.com",
  "firstName": "Carol",
  "id": "1892000000042001",
  "lastName": "Smith",
  "phone": "+1 555 0100"
}

Get conversation message

Get one message on a ticket in full, as HTML and plain text.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.
Message IDthread_idtextRequired: The message's id, from 'List ticket conversation'.

Outputs

A conversation message on a ticket.

authorobject: Who wrote it.
cctext: The cc recipients.
channeltext: The channel, such as EMAIL.
contenttext: The full message (only when getting one message).
contentTypetext: text/html or text/plain.
createdTimetext: An ISO 8601 UTC timestamp.
directiontext: in (from the customer) or out (from an agent).
fromEmailAddresstext: The sender's address.
fullContentURLtext: Where the full content is, when shortened.
hasAttachtrue/false: Whether it has attachments.
idtext: The message's id.
isContentTruncatedtrue/false: Whether Zoho shortened the content.
notetext: Set when the content was shortened.
plainTexttext: The message as plain text (only when getting one message).
statustext: The delivery status, such as SUCCESS.
summarytext: The first part of the message.
totext: The recipients.
visibilitytext: public or private.

Example output

{
  "channel": "EMAIL",
  "content": "Thanks for letting us know. A replacement is on its way.",
  "contentType": "text/plain",
  "createdTime": "2026-03-02T11:00:00.000Z",
  "direction": "out",
  "fromEmailAddress": "support@acme.zohodesk.com",
  "id": "1892000000094004",
  "status": "SUCCESS",
  "summary": "Thanks for letting us know. A replacement is on its way.",
  "to": "carol@example.com",
  "visibility": "public"
}

Get ticket

Get one ticket with its contact, assignee and department.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.

Outputs

A ticket.

accountIdtext: The account's id.
assigneeobject: A person.
assigneeIdtext: The assigned agent's id.
categorytext: The category.
cfobject: Custom field values, by API name (cf_...).
channeltext: Where the ticket came from, such as Email or Web.
classificationtext: The classification.
closedTimetext: An ISO 8601 UTC timestamp.
commentCounttext: How many comments it has.
contactobject: A person.
contactIdtext: The contact's id.
createdTimetext: An ISO 8601 UTC timestamp.
departmentobject: The department.
departmentIdtext: The department's id.
descriptiontext: The description (HTML).
dueDatetext: An ISO 8601 UTC timestamp.
emailtext: The ticket's email address.
idtext: The ticket's id; use it in other ticket actions.
isOverDuetrue/false: Whether it is past its due date.
isSpamtrue/false: Whether it is marked as spam.
modifiedTimetext: An ISO 8601 UTC timestamp.
phonetext: The ticket's phone number.
prioritytext: The priority.
statustext: The status, such as Open or Closed.
statusTypetext: Open, On Hold or Closed.
subjecttext: The subject.
threadCounttext: How many conversation messages it has.
ticketNumbertext: The ticket number people see, such as 101.
webUrltext: The ticket's address in Zoho Desk.

Example output

{
  "assigneeId": "1892000000056007",
  "channel": "Email",
  "commentCount": "0",
  "contactId": "1892000000042001",
  "createdTime": "2026-03-02T10:15:00.000Z",
  "departmentId": "1892000000006907",
  "email": "carol@example.com",
  "id": "1892000000042034",
  "priority": "High",
  "status": "Open",
  "statusType": "Open",
  "subject": "Order arrived damaged",
  "threadCount": "1",
  "ticketNumber": "101",
  "webUrl": "https://desk.zoho.com/support/acme/ShowHomePage.do#Cases/dv/1892000000042034"
}

List accounts

List accounts (customer companies).

Inputs

Sort bysort_bytext: Optional. The order of the accounts.One of: accountName (Name), -createdTime (Newest first), createdTime (Oldest first).
Page sizelimitnumber: Optional. How many to return, 1 to 100. Default 50.From 1 to 100.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many accounts are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The accounts.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "accountName": "Acme Corp",
      "createdTime": "2026-01-20T08:00:00.000Z",
      "id": "1892000000975382",
      "industry": "Retail",
      "website": "https://acme.example.com"
    }
  ],
  "next_offset": null
}

List agents

List the help desk's agents, the people tickets are assigned to.

Inputs

Statusstatustext: Optional. Which agents to list; active ones by default.One of: ACTIVE, DISABLED, DELETED, IMPORTED.
Departmentdepartment_idtext: Optional. Only this department.
Page sizelimitnumber: Optional. How many to return, 1 to 200. Default 50.From 1 to 200.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many agents are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The agents.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "associatedDepartmentIds": [
        "1892000000006907"
      ],
      "emailId": "jade@example.com",
      "firstName": "Jade",
      "id": "1892000000056007",
      "isConfirmed": true,
      "lastName": "Tywin",
      "name": "Jade Tywin",
      "status": "ACTIVE"
    }
  ],
  "next_offset": null
}

List contacts

List contacts (customers).

Inputs

Sort bysort_bytext: Optional. The order of the contacts.One of: firstName (First name), lastName (Last name), -createdTime (Newest first), createdTime (Oldest first).
Page sizelimitnumber: Optional. How many to return, 1 to 100. Default 50.From 1 to 100.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many contacts are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The contacts.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "accountId": "1892000000975382",
      "createdTime": "2026-02-01T08:00:00.000Z",
      "email": "carol@example.com",
      "firstName": "Carol",
      "id": "1892000000042001",
      "lastName": "Smith",
      "phone": "+1 555 0100"
    }
  ],
  "next_offset": null
}

List departments

List the help desk's departments. A ticket belongs to one.

Inputs

Searchsearchtext: Optional. Only departments whose name matches; * is a wildcard.
Include disabledinclude_disabledtrue/false: Optional. Also list disabled departments.Default: false.
Page sizelimitnumber: Optional. How many to return, 1 to 200. Default 50.From 1 to 200.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many departments are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The departments.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "createdTime": "2026-01-10T09:00:00.000Z",
      "description": "Customer support",
      "id": "1892000000006907",
      "isDefault": true,
      "isEnabled": true,
      "name": "Support"
    }
  ],
  "next_offset": null
}

List ticket comments

List the comments on a ticket.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.
Ordersort_bytext: Optional. Newest or oldest first.One of: -commentedTime (Newest first), commentedTime (Oldest first).
Page sizelimitnumber: Optional. How many to return, 1 to 100. Default 50.From 1 to 100.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many comments are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The comments.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "commentedTime": "2026-03-02T11:05:00.000Z",
      "commenterId": "1892000000056007",
      "content": "Customer called; replacement approved.",
      "contentType": "plainText",
      "id": "1892000000367001",
      "isPublic": false
    }
  ],
  "next_offset": null
}

List ticket conversation

List the emails and other messages on a ticket, each with a summary. Use 'Get conversation message' for a full message.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.
Ordersort_bytext: Optional. Newest first (the default) or oldest first.One of: -sendDateTime (Newest first), sendDateTime (Oldest first).
Page sizelimitnumber: Optional. How many to return, 1 to 200. Default 100.From 1 to 200.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many conversation messages are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The conversation messages.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "channel": "EMAIL",
      "contentType": "text/plain",
      "createdTime": "2026-03-02T11:00:00.000Z",
      "direction": "out",
      "fromEmailAddress": "support@acme.zohodesk.com",
      "id": "1892000000094004",
      "status": "SUCCESS",
      "summary": "Thanks for letting us know. A replacement is on its way.",
      "to": "carol@example.com",
      "visibility": "public"
    }
  ],
  "next_offset": null
}

List tickets

List tickets, newest first by default, optionally filtered.

Inputs

Departmentdepartment_idtext: Optional. Only this department.
Statusstatuslist: Optional. Only tickets with these statuses.One or more of: Open, On Hold, Escalated, Closed.
Priorityprioritylist: Optional. Only tickets with these priorities.One or more of: High, Medium, Low.
Assigneeassignee_idtext: Optional. Only tickets assigned to this agent.
Unassigned onlyunassigned_onlytrue/false: Optional. Only tickets nobody is assigned to.Default: false.
Received in the lastreceived_in_daystext: Optional. Only tickets received in this many days.One of: 15 (15 days), 30 (30 days), 90 (90 days).
Sort bysort_bytext: Optional. Newest or oldest first.One of: -createdTime (Newest first), createdTime (Oldest first).
Page sizelimitnumber: Optional. How many to return, 1 to 100. Default 50.From 1 to 100.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page.At least 0.

Outputs

countnumber: How many tickets are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The tickets.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "assigneeId": "1892000000056007",
      "channel": "Email",
      "commentCount": "0",
      "contactId": "1892000000042001",
      "createdTime": "2026-03-02T10:15:00.000Z",
      "departmentId": "1892000000006907",
      "email": "carol@example.com",
      "id": "1892000000042034",
      "priority": "High",
      "status": "Open",
      "statusType": "Open",
      "subject": "Order arrived damaged",
      "threadCount": "1",
      "ticketNumber": "101",
      "webUrl": "https://desk.zoho.com/support/acme/ShowHomePage.do#Cases/dv/1892000000042034"
    }
  ],
  "next_offset": null
}

Search contacts

Find contacts by email, name, phone or account. Text accepts * as a wildcard. Useful to find a contact before creating a ticket.

Inputs

Emailemailtext: Optional. The email address, such as *@acme.com.
Namefull_nametext: Optional. The contact's full name.
Phonephonetext: Optional. The phone number.
Account nameaccount_nametext: Optional. The contact's account.
Any field containstexttext: Optional. Search every field.
Sort bysort_bytext: Optional. The order of the results.One of: relevance (Best match), -createdTime (Newest first), createdTime (Oldest first), -modifiedTime (Recently changed first), modifiedTime (Least recently changed first).
Page sizelimitnumber: Optional. How many to return, 1 to 100. Default 50.From 1 to 100.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page (up to 999).From 0 to 999.

Outputs

countnumber: How many contacts are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The contacts.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.
totalnumber: How many contacts match in all.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "accountId": "1892000000975382",
      "createdTime": "2026-02-01T08:00:00.000Z",
      "email": "carol@example.com",
      "firstName": "Carol",
      "id": "1892000000042001",
      "lastName": "Smith",
      "phone": "+1 555 0100"
    }
  ],
  "next_offset": null,
  "total": 1
}

Search tickets

Find tickets by text, subject, number, email, status, people or creation date. Text fields accept * as a wildcard.

Inputs

Any field containstexttext: Optional. Search every field, such as refund*.
Subjectsubjecttext: Optional. Match the subject, such as *damaged*.
Ticket numberticket_numbertext: Optional. The exact ticket number, such as 101.
Emailemailtext: Optional. Match the ticket's email address.
Statusstatuslist: Optional. Only tickets with these statuses.One or more of: Open, On Hold, Escalated, Closed.
Priorityprioritylist: Optional. Only tickets with these priorities.One or more of: High, Medium, Low.
Departmentdepartment_idtext: Optional. Only this department.
Contact IDcontact_idtext: Optional. Only this contact's tickets.
Assigneeassignee_idtext: Optional. Only tickets assigned to this agent.
Created aftercreated_fromdate and time: Optional. Only tickets created at or after this time.
Created beforecreated_todate and time: Optional. Only tickets created at or before this time.
Sort bysort_bytext: Optional. The order of the results.One of: relevance (Best match), -createdTime (Newest first), createdTime (Oldest first), -modifiedTime (Recently changed first), modifiedTime (Least recently changed first).
Page sizelimitnumber: Optional. How many to return, 1 to 100. Default 50.From 1 to 100.
Offsetoffsetnumber: Optional. How many to skip: the next_offset of the previous page (up to 999).From 0 to 999.

Outputs

countnumber: How many tickets are on this page.
has_moretrue/false: Whether another page is probably available.
itemslist: The tickets.
next_offsetnumber: Pass as 'Offset' to fetch the next page; empty on the last.
totalnumber: How many tickets match in all.

Example output

{
  "count": 1,
  "has_more": false,
  "items": [
    {
      "assigneeId": "1892000000056007",
      "channel": "Email",
      "commentCount": "0",
      "contactId": "1892000000042001",
      "createdTime": "2026-03-02T10:15:00.000Z",
      "departmentId": "1892000000006907",
      "email": "carol@example.com",
      "id": "1892000000042034",
      "priority": "High",
      "status": "Open",
      "statusType": "Open",
      "subject": "Order arrived damaged",
      "threadCount": "1",
      "ticketNumber": "101",
      "webUrl": "https://desk.zoho.com/support/acme/ShowHomePage.do#Cases/dv/1892000000042034"
    }
  ],
  "next_offset": null,
  "total": 1
}

Send email reply

Email a reply to the customer on a ticket. It goes to the ticket's email address unless you give others, from the department's default From address unless you choose one.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.
MessagecontenttextRequired: The reply.
Formatcontent_typetext: Optional. Plain text (the default) or HTML.One of: plainText (Plain text), html.
From addressfrom_addresstext: Optional. A From address set up in Zoho Desk. Blank uses the ticket department's default.
Tototext: Optional. Recipients, comma-separated. Blank uses the ticket's email.
CCcctext: Optional. Cc recipients.
BCCbcctext: Optional. Bcc recipients.
Then set status toticket_statustext: Optional. Change the ticket's status with the reply, such as Closed.One of: Open, On Hold, Escalated, Closed.

Outputs

A conversation message on a ticket.

authorobject: Who wrote it.
cctext: The cc recipients.
channeltext: The channel, such as EMAIL.
contenttext: The full message (only when getting one message).
contentTypetext: text/html or text/plain.
createdTimetext: An ISO 8601 UTC timestamp.
directiontext: in (from the customer) or out (from an agent).
fromEmailAddresstext: The sender's address.
fullContentURLtext: Where the full content is, when shortened.
hasAttachtrue/false: Whether it has attachments.
idtext: The message's id.
isContentTruncatedtrue/false: Whether Zoho shortened the content.
notetext: Set when the content was shortened.
plainTexttext: The message as plain text (only when getting one message).
statustext: The delivery status, such as SUCCESS.
summarytext: The first part of the message.
totext: The recipients.
visibilitytext: public or private.

Example output

{
  "channel": "EMAIL",
  "contentType": "text/plain",
  "createdTime": "2026-03-02T11:00:00.000Z",
  "direction": "out",
  "fromEmailAddress": "support@acme.zohodesk.com",
  "id": "1892000000094004",
  "status": "SUCCESS",
  "summary": "Thanks for letting us know. A replacement is on its way.",
  "to": "carol@example.com",
  "visibility": "public"
}

Update contact

Change a contact's details. Only the fields you fill in change.

Inputs

Contact IDcontact_idtextRequired: The contact's id, from 'Search contacts' or 'List contacts', or the contact's address in Zoho Desk.
Last namelast_nametext: Optional. The new last name.
First namefirst_nametext: Optional. First name, up to 40 characters.
Emailemailtext: Optional. Email address.
Secondary emailsecondary_emailtext: Optional. A second email address.
Phonephonetext: Optional. Phone.
Mobilemobiletext: Optional. Mobile.
Titletitletext: Optional. Job title.
Descriptiondescriptiontext: Optional. Notes about the contact.
Account IDaccount_idtext: Optional. The account's id, from 'List accounts' or 'Create account'.
Streetstreettext: Optional. Street.
Citycitytext: Optional. City.
Statestatetext: Optional. State.
Countrycountrytext: Optional. Country.
Zip codezip_codetext: Optional. Zip or postal code.
Custom fieldscustom_fieldsobject: Optional. Custom field values by API name, such as {"cf_order_number": "A-100"}. Find API names in Zoho Desk under Setup > Customization > Layouts and Fields.

Outputs

A contact (a customer).

accountIdtext: The account's id.
cfobject: Custom field values, by API name (cf_...).
citytext: City.
countrytext: Country.
createdTimetext: An ISO 8601 UTC timestamp.
descriptiontext: Notes.
emailtext: Email address.
firstNametext: First name.
idtext: The contact's id; use it on a ticket.
isSpamtrue/false: Whether it is marked as spam.
lastNametext: Last name.
mobiletext: Mobile.
modifiedTimetext: An ISO 8601 UTC timestamp.
ownerIdtext: The owning agent's id.
phonetext: Phone.
secondaryEmailtext: Second email address.
statetext: State.
streettext: Street.
titletext: Job title.
typetext: The contact type.
webUrltext: The contact's address in Zoho Desk.
ziptext: Zip code.

Example output

{
  "accountId": "1892000000975382",
  "createdTime": "2026-02-01T08:00:00.000Z",
  "email": "carol@example.com",
  "firstName": "Carol",
  "id": "1892000000042001",
  "lastName": "Smith",
  "phone": "+1 555 0100"
}

Update ticket

Change a ticket's fields. Only the fields you fill in change. Set the status to Closed to close it, or choose an assignee to assign it.

Inputs

Ticket IDticket_idtextRequired: The ticket's id: the long number from 'List tickets' or 'Search tickets', or the ticket's address in Zoho Desk. Not the ticket number.
Subjectsubjecttext: Optional. The new subject.
Departmentdepartment_idtext: Optional. Only this department.
Contact IDcontact_idtext: Optional. Move the ticket to this contact.
Descriptiondescriptiontext: Optional. The ticket's description. HTML is allowed.
Priorityprioritytext: Optional. The priority; a priority your portal defines also works.One of: High, Medium, Low.
Statusstatustext: Optional. The status; a status your portal defines also works.One of: Open, On Hold, Escalated, Closed.
Classificationclassificationtext: Optional. The classification; one your portal defines also works.One of: Problem, Request, Question.
Channelchanneltext: Optional. Where the ticket came from.One of: Email, Phone, Web, Chat, Forums.
Categorycategorytext: Optional. The ticket's category.
Assigneeassignee_idtext: Optional. The agent to assign the ticket to.
Due datedue_datedate and time: Optional. When the ticket is due.
Resolutionresolutiontext: Optional. How the ticket was resolved.
Custom fieldscustom_fieldsobject: Optional. Custom field values by API name, such as {"cf_order_number": "A-100"}. Find API names in Zoho Desk under Setup > Customization > Layouts and Fields.
Don't notify on closedisable_closure_notificationtrue/false: Optional. When closing, don't email the customer.Default: false.

Outputs

A ticket.

accountIdtext: The account's id.
assigneeobject: A person.
assigneeIdtext: The assigned agent's id.
categorytext: The category.
cfobject: Custom field values, by API name (cf_...).
channeltext: Where the ticket came from, such as Email or Web.
classificationtext: The classification.
closedTimetext: An ISO 8601 UTC timestamp.
commentCounttext: How many comments it has.
contactobject: A person.
contactIdtext: The contact's id.
createdTimetext: An ISO 8601 UTC timestamp.
departmentobject: The department.
departmentIdtext: The department's id.
descriptiontext: The description (HTML).
dueDatetext: An ISO 8601 UTC timestamp.
emailtext: The ticket's email address.
idtext: The ticket's id; use it in other ticket actions.
isOverDuetrue/false: Whether it is past its due date.
isSpamtrue/false: Whether it is marked as spam.
modifiedTimetext: An ISO 8601 UTC timestamp.
phonetext: The ticket's phone number.
prioritytext: The priority.
statustext: The status, such as Open or Closed.
statusTypetext: Open, On Hold or Closed.
subjecttext: The subject.
threadCounttext: How many conversation messages it has.
ticketNumbertext: The ticket number people see, such as 101.
webUrltext: The ticket's address in Zoho Desk.

Example output

{
  "assigneeId": "1892000000056007",
  "channel": "Email",
  "commentCount": "0",
  "contactId": "1892000000042001",
  "createdTime": "2026-03-02T10:15:00.000Z",
  "departmentId": "1892000000006907",
  "email": "carol@example.com",
  "id": "1892000000042034",
  "priority": "High",
  "status": "Open",
  "statusType": "Open",
  "subject": "Order arrived damaged",
  "threadCount": "1",
  "ticketNumber": "101",
  "webUrl": "https://desk.zoho.com/support/acme/ShowHomePage.do#Cases/dv/1892000000042034"
}

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