Zoho Desk
Helpdesk & ITSMRun help desk operations in Zoho Desk from AI agents. Agents create, search, assign, update, and close tickets, add comments, send email replies on ticket threads, and maintain the contacts, accounts, agents, and departments behind them.
What This Integration Enables
Support teams do not drown in hard tickets; they drown in the routine ones that each cost four minutes of reading, routing, and retyping. This connector puts that overhead under agent control across the full Zoho Desk surface. FlowRunner agents create, search, assign, update, and close tickets, add public or private comments, read full email threads, send replies on the ticket's own conversation, and maintain the contacts, accounts, agents, and departments underneath, so routing decisions run on real org structure rather than a hardcoded list. The design principle is drafts, not sends. Agents do the reading and the writing at machine speed, and what reaches a customer passes a person first, because Zoho Desk's own distinction between private comments and public replies maps exactly onto FlowRunner's [human-in-the-loop](/concepts/human-in-the-loop) model: the draft is private, the send is gated.
Without FlowRunner
With FlowRunner
Use Case Scenarios
The triage that happens before the shift starts
Overnight tickets get processed at dawn: Search Tickets pulls the unassigned queue, the agent reads each case, checks List Contact Tickets for repeat issues, and routes with Assign Ticket by department load from List Agents and List Departments. High-priority cases and anything matching an open incident post to [Slack](/integrations/slack) as a digest with ticket links. The team starts the day working cases, not sorting them.
Support and sales stop being strangers
When Get Contact shows a requester with no CRM record, the agent creates the lead in [Zoho CRM](/integrations/zoho-crm) and links the account context back with Update Contact. When a ticket reveals a bug, the agent files it in [Jira](/integrations/jira-issues) and posts the issue key as a private Add Ticket Comment, so the support agent can tell the customer the truth about status without asking engineering. Escalations carry their ticket history with them through Get Ticket Thread.
Accounts with a story, not a pile of tickets
For every strategic account, a weekly flow reads List Contact Tickets across the account's contacts, summarizes themes, open cases, and aging, and writes the digest to the account record and the CSM's channel. When the renewal conversation arrives, the account team knows the support story cold: what broke, how fast it was fixed, and what is still open. Global Search fills the gaps when all anyone remembers is a phrase from an email.
Human-in-Loop Highlight
Send Ticket Reply is the write that leaves the building: it delivers an email to the customer on the ticket's thread, from the department's official support address, and no edit can follow it out. A wrong answer, a promise the product cannot keep, or a tone misread on an already-angry thread does its damage in the customer's inbox under your company's name. So the flow keeps the draft and the send as separate acts by different parties. The agent writes its proposed reply as a private Add Ticket Comment, where only agents see it. The human reads the draft with the full thread from Get Ticket Thread beside it, and the approval is what triggers Send Ticket Reply. Move Tickets to Trash gets the same respect in cleanup flows, because even with the Recycle Bin's grace period, deciding which customer conversations disappear is not an agent's call.
Agent Capabilities
30 actionsOrganizations
1- List Organizations Retrieves the organizations the connected account belongs to, with IDs and portal details. The setup read for multi-org accounts.
Tickets
8- List Tickets Retrieves tickets filtered by department, assignee, channel, and status, with optional embedded contact and assignee detail.
- Get Ticket Retrieves one ticket's full state: subject, description, status, priority, requester, timestamps.
- Create Ticket Creates a ticket, resolving the requester by contact or email and auto-creating the contact when new.
- Update Ticket Changes only the fields you fill in, including custom fields.
- Move Tickets to Trash Sends tickets to the Recycle Bin, restorable by an admin until purged. Runs only with review.
- Close Ticket Sets a ticket to Closed with an optional resolution summary. The clean ending of every resolved flow.
- Assign Ticket Assigns a ticket to an agent, a team, or both, replacing existing assignments. The routing step.
- Search Tickets Searches by keyword, subject, requester, status, priority, channel, or department, with wildcard support.
Comments
3- List Ticket Comments Retrieves a ticket's comments with content, visibility, and author.
- Add Ticket Comment Adds a private or public comment. The private draft is where agent-written replies wait for review.
- Update Ticket Comment Edits a comment the connected agent authored, including its visibility.
Threads and Replies
3- List Ticket Threads Lists the ticket's conversation threads across channels with direction and summary.
- Get Ticket Thread Retrieves one thread's full message content, addresses, and attachment metadata. The context read before any reply.
- Send Ticket Reply Sends an email reply on the ticket's conversation from a department support address. The customer-facing write this page gates.
Contacts
5- List Contacts Retrieves contacts with name, email, phone, and account association.
- Get Contact Retrieves one contact's full profile and account link.
- Create Contact Creates a contact, with email enabling ticket correspondence and an optional account link.
- Update Contact Changes only the fields you fill in on a contact.
- List Contact Tickets Retrieves the tickets a contact has raised. The support-history read behind triage and account reviews.
Accounts
4- List Accounts Retrieves companies with contact details, website, and industry.
- Get Account Retrieves one company's full record.
- Create Account Creates a company to group its contacts' support activity.
- Update Account Changes only the fields you fill in on an account.
Agents and Departments
5- List Agents Retrieves agents with role and status, filterable to active only. The load-balancing read for routing.
- Get Agent Retrieves one agent's profile and department associations.
- Get Current Agent Retrieves the connected agent's own profile. Identifies who the automation acts as.
- List Departments Retrieves departments with enabled state. The top-level routing map.
- Get Department Retrieves one department's detail and associated agents.
Search
1- Global Search Keyword search across tickets, contacts, or accounts with wildcards, optionally scoped to a department. The entry point when all you have is a phrase.
Frequently Asked Questions
What can FlowRunner do with Zoho Desk?
FlowRunner agents can run List Organizations, List Tickets, and Get Ticket in Zoho Desk, plus 27 more actions.
Does connecting Zoho Desk to FlowRunner require OAuth?
Yes. Zoho Desk connects to FlowRunner with OAuth 2.0, so agents authenticate without handling raw credentials.
Can Zoho Desk trigger a FlowRunner workflow automatically?
Zoho Desk doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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