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.
• •Enable two-way synchronization only when your Zoho plan and webhook permissions support it.

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.

2. 02
   AIChatVault prepares the ticket

   The integration assembles only the configured summary, transcript, contact details, intent and channel fields.

3. 03
   Zoho receives the contact and ticket

   AIChatVault creates or locates the customer context and opens the ticket in the selected Zoho Desk department.

4. 04
   The support team responds

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

5. 05
   Supported updates return

   When two-way synchronization is enabled and supported by the Zoho plan, webhook events can return ticket status changes to AIChatVault.

Verify the workflow

• •Run a realistic conversation that matches the selected trigger.
• •Confirm the ticket appears in the correct Zoho Desk department.
• •Check that only the selected context fields are included.
• •If two-way sync is enabled, update the test ticket and confirm the status is reflected in AIChatVault.