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The common uses are a ticket trend report, where an agent reads Zoho Desk’s own counts of tickets created, closed and still open, and its response and resolution times, for a period, a department, an agent or a client; and ticket work, where an agent reads a ticket and its conversation, updates it, and adds a private comment.
Automatically enabled when you configure Zoho Desk permissions in your agent workflow.

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What it does

  • Read ticket trends from Zoho Desk’s dashboards: tickets created, closed, unresolved, reopened and on hold, and response counts, grouped by day, hour, channel or agent
  • Read first-response and resolution times, for the desk or one ticket
  • Count tickets by status, priority, channel, overdue and escalated, for the desk, a department, an agent or one client
  • Search tickets by date range, status, contact, account, agent and more; read a ticket with its emails and comments
  • Update a ticket, add a private comment, log time, and reply to the ticket’s contact by email
  • Read and change contacts, accounts, contracts, tasks, calls, events, knowledge base articles, the help center, instant messaging, custom modules, agents and the desk’s setup, as the permission groups allow
Each call spends your desk’s daily API credits. A count or dashboard call costs 50 credits, a page of a list 3 up to the 2,000th record and more past it (5, 10, 50, then 100 past the 100,000th). Zoho gives a free desk 5,000 credits a day and paid editions 25,000 to 100,000 plus more per agent, so an agent reads the ready-made counts before it pages through tickets.

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Permission groups

A ticket comment counts as a customer reply unless the agent marks it private. Zoho sets a comment’s visibility only when it is added, so editing or deleting any comment needs Customer Replies too.

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Safety Controls

These writes always ask a technician, whatever the agent’s settings:
  • Adding, activating, inviting again, deactivating or deleting agents, and every update to an agent’s own record (its role, profile and departments live there), and every change to roles, profiles, teams, data sharing rules, field permissions, creating or updating a department and changing its agents
  • Each person’s help center access: inviting, approving or rejecting a contact, every write to a help center user (deleting their data included), user group, portal user or a label’s users, a community user’s status, and knowledge base moderators and review owners
  • Deleting or merging accounts
  • Approving or rejecting a ticket approval
  • Every change to webhooks and custom actions, which send your desk’s data to an outside address
  • Every change to the desk’s mail setup, from addresses and domains, which decide where the email of your clients’ contacts goes
  • Erasing a person’s data, and deleting from the recycle bin
Neo does not send these at all:
  • File uploads and downloads of file content (attachments, photos, logos, exports); an agent reads an attachment’s name and size from its list
  • The cross-module search and the followed and recent item lists, which return records past each module’s permission group; an agent searches one module at a time
  • The WhatsApp phone number verification code, and the help center’s SAML metadata
  • Bulk actions that name no records: emptying spam, and deleting or restoring the whole recycle bin
Neo also removes the credentials Zoho returns in its answers: the secrets in a messaging channel’s settings, fields named like a password, secret or token, and the query and user info of a webhook’s address.

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Setup

See Connecting Zoho Desk to Neo.