Zoho Desk

Overview

This document provides a detailed guide to integrating Zoho Desk with Callgoose SQIBS for real-time Incident Management, Incident Auto Remediation, Event-Driven Automation, and other automation purposes. The integration enables automatic creation, updating, and resolution of incidents in Callgoose SQIBS based on alerts triggered in Zoho Desk. The guide includes steps for setting up alerts in Zoho Desk, configuring webhook notifications, creating API filters in Callgoose SQIBS, and troubleshooting.

Prerequisites

• Zoho Desk Account: Access to Zoho Desk for creating alerts and managing notifications.
• Callgoose SQIBS Account: With valid privileges to set up API filters and receive notifications.
• Webhook/API Endpoint: Available in Callgoose SQIBS to receive alerts from Zoho Desk.

1. Obtain API Token and Endpoint Details

To integrate with Callgoose SQIBS, you first need to obtain an API token and find the API endpoint details.

• Generate an API Token:
• Follow the guide on How to Create API Token in Callgoose SQIBS.
• Find the API Endpoint:
• Refer to the Callgoose SQIBS API Endpoint Documentation to get the endpoint details where the JSON payloads from Zoho Desk will be sent.

2. Debugging and Troubleshooting

You can enable debugging in the API tokens used with Zoho Desk notifications for troubleshooting purposes.

• Enable Debugging:
• You can update the debug value when adding or updating an API token.
• When API tracking is enabled, logs are stored in the API log section for your review. The debugging option will automatically disable after 48 hours.
• When API tracking is turned off, no logs are saved in the API log.
• Using API Log for Troubleshooting:
• The API log provides detailed information on all API calls made to Callgoose SQIBS.
• You can check the JSON values in each API log entry for troubleshooting purposes.
• Use the information in the API log to create or refine API filters to ensure incidents are created correctly based on the API payloads received.
• Callgoose SQIBS creates incidents according to your API filter configuration, giving you full control over how alerts from different services trigger incidents and alerts for your support team or automation processes.

3. Configuring Zoho Desk to Send JSON Payloads

Follow these steps to set up monitoring, alerts, and webhook integrations in Zoho Desk, ensuring that the JSON payloads generated match the required format for Callgoose SQIBS.

3.1 Integration Steps

• Access Zoho Desk
• Log in to your Zoho Desk account using your credentials.
• Set up your Zoho Desk platform according to your environment requirements.
• Navigate to Webhooks
• Click on the Settings icon (⚙️).
• Scroll down to the Developer Space section.
• Select Webhooks.
• Create a New Webhook
• Click on New Webhook.
• Enter a Name for the webhook.
• Configure the API Endpoint
• Paste the API endpoint copied from Callgoose SQIBS.
• For more details, see the documentation: Callgoose SQIBS API Endpoint
• Select Events
• Choose the Events you want to be notified about in Zoho Desk.
• Test the Webhook
• Click on Test Run.
• Check the Callgoose SQIBS logs to confirm the webhook is working correctly.
• Save the Webhook
• Once verified, click on Save to finalize the configuration.

3.2 Finalizing and Testing

• Validate the Integration:
• Trigger the alert condition manually if possible to verify that the correct JSON payload is sent to Callgoose SQIBS

4. Configuring Callgoose SQIBS

4.1 Create API Filters in Callgoose SQIBS

To correctly map incidents from the Zoho Desk alerts, you need to create API filters based on the JSON payloads received.

4.1.1 Example JSON Payloads from Zoho Desk

Alert Triggered

json

[
  {
    "payload": {
      "modifiedTime": "2025-08-27T06:30:39.000Z",
      "subCategory": null,
      "statusType": "Open",
      "subject": "Test Subject",
      "dueDate": null,
      "departmentId": "***",
      "channel": "Phone",
      "onholdTime": null,
      "language": null,
      "source": {
        "appName": null,
        "extParentId": null,
        "extId": null,
        "permalink": null,
        "type": "SYSTEM",
        "appPhotoURL": null
      },
      "resolution": null,
      "sharedDepartments": [],
      "closedTime": null,
      "approvalCount": "0",
      "isOverDue": false,
      "isTrashed": false,
      "contact": {
        "firstName": null,
        "lastName": "Test",
        "phone": null,
        "mobile": null,
        "id": "***",
        "isSpam": false,
        "type": null,
        "email": null,
        "account": {
          "website": null,
          "accountName": "Test",
          "id": "***"
        }
      },
      "createdTime": "2025-08-27T06:30:39.000Z",
      "id": "***",
      "isResponseOverdue": false,
      "firstThread": null,
      "customerResponseTime": "2025-08-27T06:30:39.000Z",
      "productId": null,
      "contactId": "***",
      "threadCount": "1",
      "secondaryContacts": [],
      "priority": null,
      "classification": null,
      "commentCount": "0",
      "taskCount": "0",
      "accountId": "***",
      "phone": null,
      "webUrl": "https://desk.zoho.in/support/zebron/ShowHomePage.do#Cases/dv/***",
      "assignee": {
        "photoURL": "https://desk.zoho.in/api/v1/agents/217394000000064001/photo?orgId=***",
        "firstName": "***",
        "lastName": "***",
        "id": "***",
        "email": "****@gmail.com"
      },
      "isSpam": false,
      "status": "Open",
      "entitySkills": [],
      "ticketNumber": "101",
      "sentiment": null,
      "customFields": {},
      "isArchived": false,
      "description": "<div style=\"direction: ltr; font-size: 13px; font-family: Arial, Helvetica, sans-serif\"><div>Test Description</div></div>",
      "timeEntryCount": "0",
      "channelRelatedInfo": null,
      "responseDueDate": null,
      "isDeleted": false,
      "modifiedBy": "***",
      "followerCount": "0",
      "email": null,
      "layoutDetails": {
        "id": "***",
        "layoutName": "Zebron"
      },
      "channelCode": null,
      "cf": {},
      "layoutId": "***",
      "assigneeId": "***",
      "createdBy": "***",
      "teamId": null,
      "tagCount": "0",
      "attachmentCount": "0",
      "isEscalated": false,
      "category": null,
      "descAttachments": []
    },
    "eventTime": "1756276239853",
    "eventType": "Ticket_Add",
    "orgId": "60046068755"
  }
]

4.2 Configuring API Filters

4.2.1 Integration Templates

If you see a Zoho Desk integration template in the "Select Integration Template" dropdown in the API filter settings, you can use it to automatically add the necessary Trigger and Resolve filters along with other values. The values added by the template can be modified to customize the integration according to your requirements.

4.2.2 Manually Add/Edit the Filter

• Trigger Filter (For Creating Incidents):
• Payload JSON Key: [0]."payload"."statusType"
• Key Value Contains: null
• Map Incident With: null
• Incident Title From: [0]."payload"."subject"
• Incident Description From: Leave this empty unless you want to use a specific key-value from the JSON payload. If a key is entered, only the value for that key will be used as the Incident Description instead of the full JSON. By default, the Incident Description will include the full JSON values.
• Example: If you use the [0]."payload"."description" key in the Incident Description From field, the incident description will be the value of the [0]."payload"."description" key. In the example JSON payload provided earlier, this would result in a description like "Test Description".
• Resolve Filter (For Resolving Incidents):
• Payload JSON Key: null
• Key Value Contains: null
• Incident Mapped With: null

Refer to the API Filter Instructions and FAQ for more details.

4.3 Finalizing Setup

• Save the API Filters:
• Ensure that the filters are correctly configured and saved in Callgoose SQIBS.
• Double-check that all key mappings, incident titles, and descriptions are correctly aligned with the payload structure sent by Zoho Desk.

5. Testing and Validation

5.1 Triggering Alerts

• Simulate a Monitoring Alert:
• Trigger a condition in Zoho Desk that causes an alert (e.g., Create a ticket).
• Verify that an incident is created in Callgoose SQIBS with the correct information.

6. Security Considerations

• API Security: Ensure that the Callgoose SQIBS API endpoint is correctly configured and that the API token is securely stored and used.
• Zoho Desk Permissions: Confirm that the webhook in Zoho Desk has appropriate permissions to send alerts and data to Callgoose SQIBS.

7. Troubleshooting

• No Incident Created: If no incident is created, verify that the webhook URL in Zoho Desk is correct and that the JSON payload structure matches the API filters configured in Callgoose SQIBS.
• Incident Not Resolved: Ensure that the resolve filter in Callgoose SQIBS is correctly configured and that the JSON payload sent by Zoho Desk matches the expected structure.

8. Conclusion

This guide provides a comprehensive overview of how to integrate Zoho Desk with Callgoose SQIBS for effective incident management. By following the steps outlined, you can ensure that alerts from Zoho Desk are automatically reflected as incidents in Callgoose SQIBS, with proper resolution tracking when the issues are resolved.

For further customization or advanced use cases, refer to the official documentation for both Zoho Desk and Callgoose SQIBS:

• Zoho Desk Documentation
• Callgoose SQIBS API Token Documentation
• Callgoose SQIBS API Endpoint Documentation
• API Filter Instructions and FAQ
• How to Send API

This documentation will guide you through the integration process, ensuring that your incidents are managed effectively within Callgoose SQIBS based on real-time alerts from Zoho Desk.