Zoho Desk Skill

Tickets: get, upsert, send reply. Contacts, accounts. Articles: get, search. Dashboard for analytics.

Data Model

• Tickets — CRUD, comments, time entries, tags, move, close, trash.
• Contacts — by account. Accounts.
• Knowledge base — articles, categories, search, suggest.
• Team — agents, departments, teams, roles.
• Analytics — dashboard, customer happiness, ticket metrics.

Gotchas

• Org id: Organization id in URL/context. Multi-org accounts.
• Threads: Ticket conversations; reply adds to thread.