Connect Zoho Desk

Prerequisites

• •A Zoho Desk organisation with an accessible department.
• •A Zoho user allowed to approve ticket, contact and webhook permissions.
• •A clear support owner and escalation policy for tickets created by the agent.

Connect Zoho Desk

• •Open the agent, choose Integrations and select Zoho Desk.
• •Connect with Zoho and approve the requested permissions.
• •Select the organisation and department used for support tickets.
• •Run Test Connection and confirm ticket and contact access.

Choose ticket triggers and content

• •Select when a ticket should be created, such as lead capture, human handoff, unresolved support or another available trigger.
• •Choose whether the ticket includes the summary, transcript, contact details, intent and channel.
• •Set the ticket defaults required by your support workflow, including the fallback department used when no routing rule matches.
• •Optionally add department routing rules so tickets are sent to a different department automatically based on the conversation intent, sentiment, source or channel — the single configured department is only used as the fallback.
• •Set ticket priority to Auto to let the AI choose Low, Medium, High or Urgent based on the conversation, and post an explainable reason for that choice back to the ticket as a comment.
• •Enable two-way synchronization only when your Zoho plan and webhook permissions support it.

Live AI actions during the conversation

Beyond automatic ticket creation, a connected Zoho Desk integration also gives the AI agent a set of live tools it can call while the conversation is still happening. This is separate from any AI Actions you configure yourself elsewhere in the product — these tools are built into the Zoho Desk integration and become available automatically once it is connected.

• •Create a Zoho Desk ticket immediately, without waiting for the configured trigger.
• •Add a customer-visible public reply to the open ticket for this conversation.
• •Add an internal, customer-invisible note to the open ticket.
• •Update the ticket priority.
• •Update the ticket status, for example marking it Closed once the customer confirms the issue is resolved.
• •Assign the ticket to a specific agent by name or email.
• •Move the ticket to a different department.
• •Look up the ticket's current status, priority, assignee and latest public reply when the customer asks for an update.
• •Every live action is recorded in the same sync log as automatic ticket creation, so you can audit what the AI did and when.

How Zoho Desk works end to end

1. 01
   A configured event occurs

   A lead, handoff, unresolved request, complaint or other selected conversation trigger starts the ticket workflow — or the AI creates the ticket directly through a live action.

2. 02
   AIChatVault prepares the ticket

   The integration assembles the configured summary, transcript, contact details, intent and channel fields, resolves priority (including Auto Priority) and applies any department routing rule that matches.

3. 03
   Zoho receives the contact and ticket

   AIChatVault creates or locates the customer context and opens the ticket in the resolved Zoho Desk department. If this conversation already has an open ticket, the new event is appended to it as a comment instead of opening a duplicate.

4. 04
   The support team responds

   Agents triage and update the ticket inside Zoho Desk using their normal support process.

5. 05
   Replies and updates return to the customer

   When two-way synchronization is enabled and supported by the Zoho plan, webhook events return ticket status changes to AIChatVault — and a support agent's public reply in Zoho Desk is delivered straight back to the customer on the channel their conversation started on (WhatsApp, email, Instagram or Messenger), so they see the reply without checking email or logging into anything else. Internal, private comments are never sent to the customer.

Verify the workflow

• •Run a realistic conversation that matches the selected trigger.
• •Confirm the ticket appears in the correct Zoho Desk department, including a department a routing rule should redirect it to.
• •Check that only the selected context fields are included.
• •Send a second event for the same conversation and confirm it appends a comment to the existing ticket instead of creating a new one.
• •If two-way sync is enabled, reply publicly on the test ticket in Zoho Desk and confirm the reply is delivered back to the test conversation on its original channel, and that the status change is reflected in AIChatVault.