Zoho Desk

Zoho Desk is Zoho's customer support help desk. Support teams use it to receive tickets from email, web forms, chat, phone, and social channels, route them to the right department and agent, and track every customer conversation through to resolution.

With the Sim Zoho Desk integration, you can:

• Read and filter tickets: List tickets across an organization filtered by department, status, or priority, or fetch a single ticket by ID with its related contact, assignee, and department.
• Update tickets: Change subject, status, priority, assignee, department, category, due date, and custom fields — useful for AI triage that classifies an incoming ticket and writes the result back.
• Work with conversations: List and read ticket threads (the customer-facing email/chat exchange) and comments (internal agent notes), then add your own comment as public or private.
• Look up contacts: Retrieve the contact behind a ticket to enrich it with data from your CRM or knowledge base.
• Download attachments: Pull an attachment from a thread or comment into a Sim file you can pass to downstream blocks.
• Trigger on events: Start a workflow when a ticket, comment, thread, contact, agent, task, or article changes in Zoho Desk.

How it works in Sim: Add a Zoho Desk block to your workflow, connect your Zoho account, and pick the Organization (portal) to work in — Sim loads the list for you from the connected account. Choose an operation and fill in its parameters; the block calls the Zoho Desk API and returns structured data for downstream blocks. For comment and thread bodies, Sim adds a derived plain-text contentText field alongside Zoho's raw HTML content, so an AI agent can read the message without HTML markup.

To trigger on Zoho Desk activity instead, use the block's trigger mode. Sim creates the webhook subscription in Zoho Desk for you and removes it automatically when the workflow is undeployed.

Requirements and limitations

Zoho Desk webhooks require a Zoho Desk edition of Professional or higher — Free and Standard plans cannot create webhook subscriptions, so the trigger will fail to deploy on those plans.

Connecting a Zoho account with OAuth — which the trigger requires — works only for the US data center (accounts.zoho.com). To use Zoho Desk blocks from the EU, India, or Australia data centers, connect a Self Client instead and set its data center. The Japan, Canada, Saudi Arabia, China, and UK data centers are not supported by either path.

Usage Instructions

Read and update Zoho Desk tickets, manage comments and threads, look up contacts, and download attachments. Can also trigger workflows from Zoho Desk webhook events.

Actions

zoho_desk_list_tickets

List tickets from a Zoho Desk organization with optional filters. Returns a list projection: description, resolution, statusType and classification are only available from Get Ticket.

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Output

zoho_desk_get_ticket

Retrieve a single Zoho Desk ticket by ID.

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Output

zoho_desk_update_ticket

Update fields on an existing Zoho Desk ticket.

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Output

zoho_desk_list_comments

List comments on a Zoho Desk ticket.

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Output

zoho_desk_add_comment

Add a comment to a Zoho Desk ticket.

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Output

zoho_desk_list_threads

List conversation threads on a Zoho Desk ticket, newest first (Zoho sorts by sendDateTime descending by default). Returns a list projection: message bodies (content, summary, to/cc/bcc) come back only from Get Thread.

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Output

zoho_desk_get_thread

Retrieve the full content of a single Zoho Desk ticket thread.

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Output

zoho_desk_get_contact

Retrieve a Zoho Desk contact by ID.

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Output

zoho_desk_get_attachment

Download a Zoho Desk ticket attachment (from its href) as a file.

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Output

zoho_desk_list_organizations

List the Zoho Desk organizations (portals) the connected account can access.

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Output

Triggers

A Trigger is a block that starts a workflow when an event happens in this service.

Zoho Desk Event

Trigger a workflow when a Zoho Desk event occurs (ticket, comment, thread, contact, agent, task, or article changes).

Configuration

Output