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Zoho Desk is a help desk platform that some MSPs run beside their PSA, or for a team or a client of their own. Connect it, and Neo agents can read it while they work a ticket, a chat or a scheduled report.

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What Neo can do with Zoho Desk

  • Report ticket trends: tickets created, closed, still open, reopened and on hold, by day, channel or agent, over any period
  • Report first-response and resolution times by agent or channel, and the numbers of one ticket
  • Count tickets now by status, priority, channel, overdue and escalated, for the whole desk, a department or one client
  • Read a ticket with its email conversation and comments, update its status, owner or fields, add a private comment, and log time
  • Reply to the ticket’s contact by email, when you give the agent the Customer Replies group
  • Read and update contacts and accounts, tasks, the knowledge base and your custom modules
Zoho Desk computes the counts and times itself, and Neo reads them from it. Every call spends your desk’s daily API credits, which Zoho sets by edition; see Zoho Desk API for what each report costs. Neo maps your Zoho Desk accounts to your PSA companies, so an agent working a ticket for a client goes straight to that client’s Zoho Desk account.

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Next steps

Connect Zoho Desk

Create a Self Client in the Zoho API Console, generate a code, and save it in Neo.