How to configure Zoho Desk and ONEiO for successful integration

Introduction

This document shows an example of what needs to be done in Zoho Desk to make it integration-ready with ONEiO. Note also, that the number of fields used in integrations might vary. The document also describes what ONEiO needs to be able to send messages to the Zoho Desk instance.

Currently, the self-service integration provides supports for:

• Tickets

For any questions related to setting up the integration or further improvement request, please send mail to support@oneio.cloud. Also you can sign up for a free trial of ONEiO from the following link:  ONEiO Free Trial

ONEiO accesses Zoho Desk by using Zoho Desk REST API. Here is the related API documentation.

ONEiO to Zoho Desk Settings

In order to complete ONEiO to Zoho Desk configuration, you need to have 5 fields' values. This is how ONEiO endpoint type page looks like just after New Endpoint Type > Zoho Desk;

Note: URL(1) should be filled as "https://desk.zoho.eu" or "https://desk.zoho.com" depends on your location.

How to get Client Id, Client Secret for Zoho Desk endpoint configuration

In order to receive/ read Client Id(2), Client Secret(3), you need to create "Self-Client" on Zoho Desk. For creating "Self-Client",  go to https://api-console.zoho.eu/ . As soon as self-client is created for given organisation, "Client Id" and "Client Secret" is seen.

How to generate Refresh Token for Zoho Desk endpoint configuration

Refresh token is used to generate access token. Zoho Desk provides access token for limited time, so in order to have an access token, ONEiO uses refresh tokens to have access whenever it is needed.

1. In order to get refresh token, Postman or a similar tool is needed to be used. You can download Postman from here.
2. To receive refresh token, firstly another temporary access token needs to be generated.

After "Create" button is clicked, you need to select organisation which is to be integrated with ONEiO

Then when "Create" button is clicked, you will receive the temporary access token to generate refresh token;

Finally everything is ready to receive refresh token;

• Open Postman application
• Create a new request
• Copy and paste the link on URL section.

https://accounts.zoho.eu/oauth/v2/token?code=<access token>&grant_type=authorization_code&client_id=<client id>&client_secret=<client secret>&redirect_uri=https://NOTNEEDED

• Now on Postman, view should be look like;

• Then click "Send" button and response message is seen;

• Finally you can copy and paste refresh token on Zoho Refresh Token(4) field on ONEiO endpoint configuration page.

How to get Organization Id for Zoho Desk endpoint configuration

1. Click Setup icon on top right of the page
2. Under Developer Space click "API"
3. On opened page, organisation id can be found on "OrgId" field.

Zoho Desk to ONEiO Flow Settings

In order to send request to ONEiO from Zoho Desk, a function should be created.

Create Workflow to Send Messages to ONEiO

In order to send messages to ONEiO, a workflow which triggers a Custom Function should be created.

For creating workflows on Zoho,

• Go to Setup Menu, search "Workflows", under Automation topic
• Then click Rules and Create Rule button,
• Fill the Rule description page and click Next

• On next page, select criteria  to trigger Workflow/ Rule,
• Then click Next

• Specify Rule filters

• Specify action when the rule is triggered,
  • Select Custom Functions - New to define function (details are below)

Create Function To Send Messages to ONEiO

To create a function go to the Zoho endpoint in ONEiO in the Edit mode and click on Generate new token. This would generate a token along with a template of function.

Copy the Template to the clipboard and then go to ZohoDesk. Here click on the "⚙" icon on the top-right navigation and search for "Functions".

Here create a new function, fill in all the required fields: Name, Category, Module, and paste in the body the Template you generated in ONEiO:

Finally, click on the "Edit" icon next to the function name and assign a value to each argument:

That's all! Now your configuration of ZohoDesk endpoint is ready to be used.

Happy integrating!