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we have a call center who manages multiple intake, call and ticket programs to do their work. we are trying to create a task 'hub' so we can track workload across platforms. has anyone used Five9, Zoho or Kayako, either with an API, a coded integration or with a manual import, or any other means of connecting them?

Zoho Desk APIs facilitate integration with other Zoho applications and third-party tools by adhering to RESTful principles. These APIs enable you to programmatically fetch and edit data in the different modules in Zoho Desk, such as Tickets, Contacts, Accounts and so on. All the APIs follow HTTP rules and error codes. To keep yourself updated about the changes in our APIs, follow the Zoho Desk Developer APIs forum.

Zoho Desk uses HTTP status codes to indicate success or failure of API calls. Status codes in the 2xx range indicate success, 4xx range indicate error in the information provided, and 5xx range indicate server side errors. The following table lists some commonly used HTTP status codes.

In Zoho Desk, you can fetch multiple resources using listing APIs, such as list tickets , list agents and list departments and so on. The retrieval and arrangement of these resources on end-users' screen is called pagination. Pagination in listing APIs is made possible by two parameters: from and limit

Zoho Desk enables you to retrieve different related resources through a single API request, which is made possible by the include query param. This query param takes a comma separated list of values corresponding to the API.

Backwards Compatibility on api changes is always maintained. Minor api changes like field, URL, query param deprecation will be notified via forum with a transistion period. Support will be revoked after the end of transition period. Only major api interface change will involve the version number in the URL to change.

Each Zoho Desk edition provides a default number of API calls. The default number is enforced daily and applies to the entire org irrespective of factors such as the number of IP addresses used to make the call. This limitation protects the service from overload while ensuring equitable resource sharing in the multitenant environment.

In addition to the above API limits, Zoho Desk also uses a Concurrency system to calculate API Limits based on the number of concurrent calls made per API client(used to generate OAuth token) per org in Zoho Desk. These concurrency limits specify the maximum number of API calls that can be simultaneously active at a given point of time per API client per org.

Zoho Desk's APIs use the industry-standard OAuth 2.0 protocol for authentication and authorization. This protocol delegates user authentication to the service that hosts the user account and authorizes third-party applications to access the user account. Each API request must include an OAuthToken to retrieve any resource from your Zoho Desk portal.

A token that is sent to the resource server to access the protected resources of the user. The Access token provides secure and temporary access to Zoho Desk APIs and is used by the applications to make requests to the connected app. Each access token will be valid only for an hour and can be used only for the set of operations that are described in the scope.

Web-based applications are chosen when your application is used by multiple users and requires user intervention during authorization. For this client-type, you must use redirection-based code generation. In this authorization flow, obtain an authorization grant by invoking the authorization URI, that contains the parameters listed in the table below. Refer to the example to understand how to construct this authorization URI.

Use this method to generate the grant token if your application does not have a domain and a redirect URL.

You can also use this option when your application is a standalone server-side application performing a back-end job.

Access tokens generally expire in one hour, which means a new access token has to be generated to keep the process going. You can eliminate the need to perform the entire procedure to generate access tokens, by using refresh tokens. Once the access token expires, the refresh token can be used to generate a new access token.

When a user creates a 16th access token, the system deletes the first created access token. Similarly, when the user creates the 21st refresh token, the system deletes the first created refresh token.

We have provided with a sample test OAuth in all the examples, so that you can test any example on your own. You can replace the sample OAuth Token with your actual token to test requests from your Desk account.

Any OAuth token generated is linked to a Zoho Desk organization. This step of associating the token and the organization, which happens in the backend while getting authorization consent from the end user, is called organization binding.

If the end-user has only one Zoho Desk organization (portal), the OAuth token is linked to it automatically. If they have multiple organizations, they must manually select the one with which the token must be linked, as illustrated in the following image.

Zoho Desk APIs automatically extract organization information from OAuth tokens. Therefore, it is not necessary to add the extra orgId query parameter in an API call or pass it in the API's header. However, if you choose to do so, make sure that the value of orgId is same as that of the portal bound with the OAuth token. If the IDs do not match, the API call fails, and the OAUTH_ORG_MISMATCHerror message is returned.

Zoho Desk supports webhooks that asynchronously deliver information on events that occur in the help desk. These events include actions, such as creating or updating a ticket, contact, or account, and so on. For information on how to include Zoho Desk webhooks in your service, refer to this document.

Your help center is one of the key channels through which customers can seek support. This portal provides your customers with access to major help modules, such as your knowledge base, user community, live chat, and ticket submission form. A well-designed and well-maintained help center ensures good self-service capabilities for your customers and lesser burden on your support agents. To know more about this please refer this document

The Zoho Desk Java SDK helps you create client Java applications that can be integrated with your Zoho Desk portal. This SDK makes it easy to access and use Zoho Desk APIs where necessary. In other words, it serves as a wrapper for the REST APIs, making it easy to use Zoho Desk's functionalities in your custom applications. To know more about this SDK please refer this document

In Zoho Desk, each business is categorized as an organization. If you have multiple businesses, set each business up as an individual organization by creating a new signup and generating a unique organization ID. All APIs except the ones directly related to organizations must include the organization ID in the header in this format: orgId:organization_id

This API updates the logo set for an organization/portal in your help desk.Note: To upload organization logo generate OAuthToken for the scope: Desk.settings.UPDATE,profile.orglogo.UPDATE or Desk.basic.UPDATE,profile.orglogo.UPDATE

Secondary information related to the agent. Values allowed are profile, role, associatedDepartments, associatedChatDepartments and verifiedEmails. You can include all four values by separating them with commas in the API request.

String to search for agents by first name, last name, or email ID. The string must contain at least one character. Three search methods are supported: 1) string* - Searches for agents whose first name, last name, or email ID start with the string, 2) *string* - Searches for agents whose first name, last name, or email ID contain the string, 3) string - Searches for agents whose first name, last name, or email ID is an exact match for the string

Secondary information related to the agent. Values allowed are profile, role, associatedDepartments, and associatedChatDepartments. You can pass multiple values by separating them with commas in the query param

This API sets the profile photo for the currently logged in agent.Note: To upload your photo generate OAuthToken for the scope: Desk.settings.UPDATE,profile.userphoto.UPDATE or Desk.basic.UPDATE,profile.userphoto.UPDATE

This API gets the profile photo for the given agent id.Note: To get agent photo generate OAuthToken for the scope: Desk.settings.READ,profile.userphoto.READ or Desk.basic.READ,profile.userphoto.READ

Select the Editor font family: Lato or Roboto or Zoho Puvi or Arial or Carlito or Helvetica or Verdana or Wide or Courier New or Comic Sans MS or Garamond or Georgia or Narrow or Serif or Tahoma or Times New Roman or MotoyaLMaru or Trebuchet or Mulish

Select the Ticket Reply Action Buttons: reply or replyAll or forward or reply_replyAll or reply_forward or replyAll_forward or replyAll_reply or forward_reply or forward_replyAll or forward_replyAll_reply or forward_reply_replyAll or replyAll_forward_reply or replyAll_reply_forward or reply_forward_replyAll or reply_replyAll_forward

Select the Ticket Reply Action Button dropdown list order: forward_replyAll_reply or forward_reply_replyAll or replyAll_forward_reply or replyAll_reply_forward or reply_forward_replyAll or reply_replyAll_forward

Profiles control the user permissions to access help desk modules, records, fields in a record, and other utilities, such as import, export, send email, etc. Users associated with a profile can access only the functions that are assigned to that profile.

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