Zoho Desk Integration

Prerequisites for integrating with ZohoDesk

You need an active account in Zoho Desk.
You can integrate only if you have permission to create and close tickets in the respective department of an organization in Zoho Desk.

How to integrate

1. Log in to Site24x7.
2. Navigate to Admin > Third-Party Integration.
3. Choose Zoho Desk from the list of integrations.
4. You'll be redirected to the Zoho Desk Integration page. To complete the integration, provide the following information:
   • Integration Name: Provide the name of your integration.
   • Request Subject: Use the $ tags to customize the subject line of your alert ticket. Use Incident and Custom Parameters to customize the subject.
   • Organization: Choose the Zoho Desk organization in which the department you'll be creating tickets for is included. You need to be a part of the organization and should have department-level permission.
   • Department: Choose the Zoho Desk department within the selected organization for which you'd like to create tickets.
   • Email Address: Provide your support email address generated while creating Zoho Desk organization or any other email address of your preference. To add any email address other than the one generated by default, log in to Zoho Desk, click the setup icon> Email> choose From Address. Click on the New From Address button, provide the email address, and click Verify. Finish the verification using the email received in the provided address.
   • Select Integration Level: Site24x7 can post status alerts to the Zoho Desk from specific monitors, monitors associated with select tags, or from all monitors in your account, which is the default option.
   • Tags to Be Sent With Alerts: Select the tag keys associated with the monitor that need to be sent with the alert. When an alert is triggered, tags that match with the monitor will be included in the alert notifications.If no tags are selected, all the tags associated with the monitor will be present in the alert notifications.
   • Alternate Notification Medium: If the primary third-party notification medium for sending alerts encounters an issue, an alternative notification medium will be activated to ensure that alerts are not missed.
   • Trigger Alerts for Monitor Status Change: Use the check boxes to choose the monitor status changes (Down, Trouble, and Critical) for which you'd wish to receive alerts.
   • Manually Close Incidents When My Monitor Status Changes to Up: By default, this option is set to No and the incidents are resolved automatically in Zoho Desk. Toggle to Yes to close incidents manually in Zoho Desk when the Site24x7 monitor alert changes to Up.

5. Click the Save and Test button to save the integration and to receive a test alert. Or, you can click the Save button to finish the integration.