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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

 

Screenshot_2022-01-25_at_13.51.20.png

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;

 

Screenshot_2021-11-08_at_12.19.09.png

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.

 

Screenshot_2021-11-08_at_12.48.44.png

 

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.

 

Screenshot_2022-02-10_at_16.45.38.png

 

Scope

Desk.tickets.ALL : This scope gives permissions for READ, WRITE tickets on Zoho Desk.

Desk.contacts.READ: This scope gives permissions for READ contacts information.

Desk.settings.READ : This scope gives permission for READ department information.

Desk.basic.READ : This scope gives base permissions for READ through API calls.

Time Duration 3,5,7,10 minutes. The valid duration for the code which is about to be generated.
Scope Description Text field to write the description of scope.

 

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

Screenshot_2021-11-08_at_12.58.24.png

 

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

Screenshot_2022-01-25_at_15.31.11.png

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;

Screenshot_2021-11-08_at_13.14.15.png

 

code the temporary access token
client_id client_id which is received after self-client created on ZohoDesk
client_secret client_secret which is received after self-client created on ZohoDesk
  • Then click "Send" button and response message is seen;
{
"access_token":"<access token>",
"refresh_token":"<refresh token>",
"api_domain":"https://www.zohoapis.eu",
"token_type":"Bearer",
"expires_in":3600
}
  • 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

Screenshot_2022-01-24_at_15.46.49.png

 

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

Screenshot_2022-01-24_at_15.48.22.png

 

  • Specify Rule filters

Screenshot_2022-01-24_at_15.49.50.png

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

Screenshot_2022-01-24_at_15.50.45.png

Create Function To Send Messages to ONEiO

For creating functions on Zoho,

  • Go to Setup Menu, search "Functions, Developer Space"
  • Then click on "New Function"
  • Fill the function page

Screenshot_2021-11-08_at_14.44.28.png

  • Please copy paste the function code in the related section;
param = Map();
param.put("id",id);
param.put("number",number);
param.put("priority",priority);
param.put("status",status);
param.put("subject",subject);
param.put("description",description);
response = invokeUrl
[
url :"https://rest-receiver.service-flow.com/api"
type :POST
parameters:param.toString()
headers:{"Authorization":"Basic "Base64 Token(Encoded Endpoint Id + ONEiO Password)"}
];

Please select related url for ONEiO Subscription environment;

QA URL https://rest-receiver-test.service-flow.com/api
Production URL https://rest-receiver.service-flow.com/api

 

 Note : Generating authorisation token for function is mandatory. Please check next section then update function as it is described.

  • Before save the function, click function edit button, seems as pencil and edit arguments as below;

Screenshot_2021-11-08_at_14.49.01.png

  • After completing "Edit Arguments" part, you can save function as well. 

Create Authorization Token for Function

Pre-requisites for this action;

  • Endpoint Id
  • Generated password for Zoho endpoint type
  • A valid Base 64 encoder to create token.

Steps to generate Base 64 authorisation token for function which is created above;

  • Concatenate Endpoint Id and Generated password ("endpoint_id:generated_password)
  • Generate Base 64 encoded token
  • Then update the related Zoho function.

 

Finally, after completing settings on Zoho Desk and ONEiO, you can use ONEiO Rule Robot for integrating Zoho Desk with set on Endpoint Types on ONEiO.

 

 

 

 

 

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