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

In case you have questions related to setting up the integration, send an email to support@oneio.cloud.

You can sign up for a free trial of ONEiO from the following link: ONEiO Free Trial

Overview

This article gives an overview of the required steps to integrate ONEiO and Zoho Desk. In this guide, we cover the following steps required for bi-directional communication between ONEiO and Zoho Desk.

1. Zoho Desk Settings
2. How to get Client Id, Client Secret for Zoho Desk endpoint configuration
3. How to generate Refresh Token for Zoho Desk endpoint configuration
4. How to get Organization Id for Zoho Desk endpoint configuration
5. Create Workflow to Send Messages to ONEiO
6. Create function to Send messages to ONEiO

Sending messages from ONEiO to Zoho Desk

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

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;

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

To obtain or access the Client ID and Client Secret, you must create a "Self-Client" within Zoho Desk. To initiate this process, visit https://api-console.zoho.eu/. Upon successful creation of the self-client for the specified organization, the "Client ID" and "Client Secret" will become visible.

How to generate Refresh Token for Zoho Desk endpoint configuration

The refresh token is employed to generate an access token. Zoho Desk issues access tokens for a limited duration. Therefore, ONEiO utilizes refresh tokens to obtain access whenever necessary.

• To acquire a refresh token, you need to utilize Postman or a similar tool. You can download Postman from the provided link.
• To obtain a refresh token, you must first generate another temporary access token.

After clicking the Create button, you need to select the organization which is to be integrated with ONEiO.

Upon clicking the Create button, you will receive a temporary access token, which can be used to generate the refresh token.

Once everything is prepared to receive the refresh token:

1. Open the Postman application.
2. Create a new request.
3. Copy and paste the provided link into the 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

In Postman, the view should resemble the following:

Then click Send button and the response message is seen.

Lastly, you can copy and paste the refresh token into the "Zoho Refresh Token" field (labeled as (4)) on the ONEiO endpoint configuration page. This step completes the setup process, enabling seamless integration with Zoho Desk.

How to get Organization Id for Zoho Desk endpoint configuration

1. Click on the Setup icon located at the top right corner of the page.
2. Under the Developer Space section, select "API."
3. On the opened page, you can find the organization ID in the "OrgId" field.

Sending messages from Zoho Desk to ONEiO

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 that triggers a Custom Function should be created.

For creating workflows on Zoho,

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

On the next page, select criteria  to trigger Workflow/ Rule.Click on Next.

Here specify the Rule filters:

Specify the action when the rule is triggered:

• • Select Custom Functions - New to define function (details are below)

Create a 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.