> ## Documentation Index > Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt > Use this file to discover all available pages before exploring further. # Zoho Desk API > Report ticket trends and response times, and read and work tickets, contacts and accounts in Zoho Desk from an agent 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. ## 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. ## Permission groups | Group | Covers | | - | - | | Tickets | Tickets, their conversations, private comments, attachments, approvals, tags, followers, metrics and history | | Customer Replies | Email replies to the ticket's contact, sending a draft, and ticket comments the contact can see. Read / Write or Disabled | | Time Entries & Timers | Time entries and timers on tickets and tasks, and time totals per account, contact and agent | | Contacts, Accounts & Contracts | Contacts, accounts (your clients), contracts, products, Zoho Finance invoices and estimates | | Tasks, Calls & Events | Tasks, calls and events | | Knowledge Base | Articles, translations, categories, sections and feedback | | Help Center & Community | Help center end users, groups, labels and badges, and the community | | Instant Messaging | Messaging channels and chat sessions | | Custom Modules | Records in your custom modules | | Reports & Dashboards | Ticket counts and trends, response and resolution times, article and messaging statistics. Read only | | Agents, Roles & Departments | Agents, teams, roles, profiles, departments, skills, availability and sharing rules | | Setup & Automation | Layouts and fields, blueprints, rules, templates, business hours, SLAs, channels, mail and domains, webhooks, views, imports, exports and the recycle bin | 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. | Profile | What it does | | - | - | | Read Only | Reads every group, changes nothing, and sends no reply to a ticket's contact | | Helpdesk | Works tickets, logs time and adds tasks on its own. Customer replies, chat messages and changes to contacts and accounts ask a technician first | | IT Admin | Acts on its own everywhere but setup, which asks a technician first, and the Safety Controls below | | Full Automation | Every write with no approval, apart from the Safety Controls below | ## 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. ## Setup See [Connecting Zoho Desk to Neo](/integrations/zoho-desk/connecting-to-neo). 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