# Zoho Desk

### What you get

* **One-click escalation from any request.** Click **Escalate ticket** in the request side panel, pick a Zoho Desk department and team, and a linked ticket is created with the Siit context pre-filled.
* **Workflow-driven ticket creation.** Use **Create Zoho Desk ticket** as a workflow step, with approval gating where needed.
* **Audit trail.** Every Zoho Desk action triggered from Siit is recorded on the request timeline.

### How it works

1. From the request side panel, click **Escalate ticket** and pick **Zoho Desk**.
2. Choose the department, team, channel, priority, and required fields. Fill in the subject and description.
3. Submit. Siit creates the Zoho Desk ticket, links it back to the Siit request, and posts the link on both sides.

The same flow is available in workflows (as a **Create Zoho Desk ticket** action).

### What syncs from Zoho Desk

* **Tickets created from Siit** — every escalated ticket is tracked with its Zoho Desk ticket number, department, and link.
* **Links** — preserved between the Siit request and the Zoho Desk ticket, visible on both sides.

> **Note** — bi-directional status sync is not currently available for Zoho Desk. Track resolution either through the Zoho Desk link on the request or by manually closing the Siit request when work is done.

### Custom field mapping

> **Coming soon.** Custom field mapping for Zoho Desk is on our roadmap. For now, you can set the standard ticket fields when escalating. To track which fields are exposed, reach out via the in-app chat.

### Connect Zoho Desk

* A Zoho Desk admin to authorize the connection.
* Your Zoho data center region (zoho.com, zoho.eu, zoho.in, etc.) — Siit needs the right region during connect.

1. In Siit, go to **Settings → Integrations**, find **Zoho Desk** in the Ticketing section, and click **Connect**.
2. Pick your Zoho data center region.
3. Sign in to Zoho as an admin and approve the requested scopes.
4. Pick the department(s) and team(s) available for escalation.
5. Test by escalating a sample request from Siit to Zoho Desk.

Need a more detailed walkthrough? Reach out to support via the in-app chat.

### Common workflows

**Customer support escalation.** *Trigger: Service = "Customer escalation". Actions: Create Zoho Desk ticket in the support department → Set Siit priority to High → Notify requester.*

**Specialist handoff.** *Trigger: Tag "advanced-support" added. Actions: Manager approval → Create Zoho Desk ticket → Notify requester.*

### Troubleshooting

**"Authorization failed" on connect.** The admin signing in lacks Zoho Desk admin rights. Try with an admin who has full org access.

**Wrong data center region.** Disconnect and reconnect with the correct region for your Zoho tenant.

**Department or team missing.** The Siit Zoho Desk user lacks access to that department or team. Update access in Zoho Desk and re-sync.

**"Ticket created" but no link in Siit.** The Zoho Desk ticket was created but the back-link save failed. Open the request timeline — the Zoho Desk ticket number is logged. Manually re-link if needed.


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