Quick start

From the Teamspace where you want data to land, go to Settings → Integrations → Zoho Desk → Connect, authenticate with Zoho (OAuth), then create a subscription to auto-import new Zoho Desk tickets as Highlights in this Teamspace.

Why integrate with Zoho Desk?

Each source adds a new dimension of customer truth. Zoho Desk contributes the customer care and support/ticketing perspective—real customer problems, priorities, and timelines—that complements calls, meetings, surveys, and reviews already in NEXT AI. Bringing these streams together builds a richer customer-intelligence graph so teams can prioritize the right work with evidence attached.

What gets imported

Object in NEXT AI: Highlight in the Teamspace where the subscription is configured.
Typical fields (when provided): subject/title, description/latest message, status, priority, channel, requester contact, account, tags, timestamps, and a source link to the ticket. Zoho Desk’s Tickets, Contacts, and Accounts are standard modules with well-defined fields.

Connect Zoho Desk

In NEXT AI, open your Teamspace → Settings → Integrations → Zoho Desk → Connect.
You’ll be redirected to Zoho Accounts (OAuth 2.0). Choose the correct Zoho region/account and approve the requested scopes (read tickets, basic/org info, contacts, settings).
After consent, you return to NEXT AI with the connection scoped to this Teamspace.

Scopes commonly include Desk.tickets.READ, Desk.basic.READ, Desk.contacts.READ, and Desk.settings.READ for read-only imports.

If your Zoho org uses a non-.com data center (e.g., .eu, .in), select the matching environment during connect so OAuth and API calls hit the right region.

Auto-import tickets

Create a subscription that watches for new tickets and imports each one as a Highlight in this Teamspace.

Freshness & backfill: start from a recent time window if offered, then continue automatically.
Reliability: in addition to periodic pulls, Zoho Desk supports webhooks so systems are notified when tickets are created/updated—NEXT AI can align to this event model when available.

Tips

Route by impact: map status/priority to NEXT AI labels so urgent items surface to the right owners immediately.
Preserve context: keep the source link so CX/Product can validate history or reply in Desk.
Plan for API governance: Zoho enforces daily usage quotas and concurrency (per-client) limits; stagger large backfills and add backoff if you see 429s.

Troubleshooting

“Insufficient scopes” during connect → Re-connect and approve missing OAuth scopes (e.g., Desk.tickets.READ, Desk.basic.READ, Desk.contacts.READ).
Nothing is importing → Ensure the subscription is active and that new tickets are actually being created; consider enabling webhooks in Zoho Desk for event-driven updates.
Region mismatch → If your Zoho portal is EU/IN/etc., set the correct environment/region at connect time so OAuth and API calls succeed.

FAQ

Q: What exactly is created in NEXT AI from Zoho Desk?

A Highlight per new ticket—with subject/description, status, priority, requester, tags, timestamps, and a source link to the ticket.

Q: How does authentication work?

Via Zoho OAuth 2.0. You’re redirected to Zoho to approve scopes; NEXT AI then uses the token to read tickets for your Teamspace.

Q: Which OAuth scopes are required?

For read-only imports: Desk.tickets.READ, Desk.basic.READ, Desk.contacts.READ, and Desk.settings.READ are typical. Your admin may add more based on policy.