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Zoho Desk Inbound Integration

Create alerts in ilert from Zoho Desk tickets — with ilert's Zoho Desk inbound integration

Zoho Desk is a cloud-based help desk platform that helps companies of all sizes manage their customer service across multiple channels — email, live chat, social media, telephony and web forms. It converts customer interactions into tickets, organizes them in a single place, and uses its AI assistant (Zia) to tag and prioritize tickets before agents pick them up. With this integration, tickets raised in Zoho Desk automatically create alerts in ilert, so the right responders are notified and escalations happen reliably.

In ilert: Create a Zoho Desk alert source

  1. Go to Alert sources --> Alert sources and click on Create new alert source

  2. Search for Zoho Desk in the search field, click on the Zoho Desk tile and click on Next.

  3. Give your alert source a name, optionally assign teams and click Next.

  4. Select an escalation policy by creating a new one or assigning an existing one.

  5. Select your Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

  6. The next page shows additional settings such as custom alert templates or notification priority. Click on Finish setup for now.

  7. On the final page, ilert generates a Zoho Desk URL for your alert source. Copy it — you will need it in the next section.

In Zoho Desk: Create a Webhook

  1. In Zoho Desk, click on Setup.

  2. Scroll down to the Developer Space section and click on Webhooks.

  3. Click on New Webhook.

  4. Give the webhook a name of your choice.

  5. In the URL field, paste the Zoho Desk URL that you copied from ilert.

  6. Under the module selection, choose Tickets — this is the only module supported by the integration.

  7. Select the ticket events that should trigger the webhook, for example Add (ticket created), Update (ticket updated), or both.

  8. Save the webhook.

That's it — new and updated tickets in Zoho Desk will now create and update alerts in ilert.

FAQ

Will alerts in ilert be resolved automatically?

Yes. As soon as the corresponding Zoho Desk ticket is closed or resolved, the alert in ilert is resolved automatically. A newly created ticket (Add event) creates an alert, and updates to an open ticket update the corresponding alert.

Can I connect Zoho Desk with multiple alert sources in ilert?

Yes. Simply create an additional webhook in Zoho Desk for each alert source and point it at that alert source's Zoho Desk URL.

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