> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/integrations/ticketing/zoho-desk.md).

# Zoho Desk

Connect Zoho Desk to Siit to escalate requests into Zoho Desk tickets with one click. Zoho Desk is the right choice when customer support or specialist teams already manage their work in 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 → Workspace → Integration library**, 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.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.siit.io/integrations/ticketing/zoho-desk.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.