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Zoho Desk

Steps to configure Zoho Desk integration for incident management, using Squadcast
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include the management of customer support tickets, a customer support portal, contract management, and report creation.
Route detailed alerts from Zoho Desk to the right users in Squadcast.

Using Zoho Desk as an Alert Source

  1. 1.
    Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.
2. Select Zoho Desk. Copy the displayed Webhook URL to configure it within Zoho Desk. Finish by clicking Add Alert Source -> Done.
Important:
When an alert source turns Active, it’ll show up under Configured Alert Sources, you can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source. An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

Create a Squadcast Webhook Integration in Zoho Desk

(1) Login to your Zoho Desk dashboard and select the Project of your choice
(2) Navigate to Setup. Under Developer Space section, click on Webhooks. Then click on New Webhook or Add Your First Webhook
(3) Fill in the Name, paste the previously copied Squadcast Webhook URL in the placeholder for URL to notify. Put in a Description and start setting up the events.
For the First event :
  • Select Tickets as module
  • Set Add as event
  • Select your departments accordingly
For the Second event :
  • Select Tickets as module
  • Set Delete as event
  • Select your departments accordingly
You can also click on Test Run to test the alert. This will create a test incident in Squadcast.
That's it, you are good to go! Your Zoho Desk integration is now complete. Whenever Zoho Desk fires an alert, an incident will be created in Squadcast for it. Also, when an alert is resolved in Zoho Desk, the corresponding incident gets auto-resolved in Squadcast.
Have any questions? Ask the community.