Connect Zoho Desk
Connect Zoho Desk and support emails become tickets automatically — and replies on the same thread attach to the existing ticket instead of opening new ones.
Connect it
- Go to Settings → Integrations and click the CRM and helpdesk heading to open that section, then find Zoho Desk (admins only).
- Click Connect, sign in to Zoho, and approve access.
- Back in InboxAgent, the Zoho Desk row shows Connected. Click the row to see your Desk organization and account.
The default department — required
Every Desk ticket must belong to a department. InboxAgent picks your Desk organization’s default department automatically at connect time; check it in the row’s details (click the row) and use Change to pick a different one. Without a default department, ticket creation fails. If none is set, the row shows Needs attention with a Choose department button, and if you ever see errors mentioning the department, this setting is the fix.
What InboxAgent creates in Zoho Desk
When an email gets a Create a ticket decision:
- The sender is found — or created — as a Desk contact.
- A ticket opens in your default department with the email’s subject and content, channel “Email”.
Replies join the ticket. When a new email arrives on a conversation that already has a ticket, InboxAgent adds it to that ticket as a comment — immediately, without re-classifying. The comments are internal (agent-visible) notes on the ticket, not public replies to the customer. One conversation, one ticket.
If something can’t reach Zoho
Same loud-failure design as the CRM: errors on the email’s detail and in System logs, Zoho-side failures under Delivery failures, and the integration-failure alert. Reconnect = click Connect again. Push an individual email afterwards with Re-classify or by resolving it from Manual review — both duplicate-safe.