Zoho Desk

Creates a support ticket from a call, using a client-configurable template, with optional recording/transcript attachment and post-creation status tracking.

• Direction: Outbound (Sprio → Zoho Desk)
• Trigger: post_call, for completed or transferred calls, gated by a configurable run condition (by default: only when the call's extracted lead_intent is one of complaint, support_request, callback)

Connecting

Zoho Desk uses the same OAuth machinery as Zoho CRM (zoho_oauth credential type, same data-center handling), but as a separate connection with Desk-specific scopes: Desk.basic.READ, Desk.contacts.READ, Desk.tickets.ALL, Desk.settings.READ, Desk.search.READ. Connecting Zoho CRM does not automatically grant Desk access — connect each product independently from Integrations → Zoho Desk.

Ticket content

Field	Source
departmentId	Configured per connection (required)
subject	Template, default {lead_intent} — {caller_mobile}
description	Template, default {issue_summary}
status	Open
channel	Phone
phone	Caller's number
priority	Mapped from extracted lead_intent — default: complaint→High, support_request→High, callback→Low

Priority (and classification/assignee, if configured) use the same value-mapping mechanism: an extracted field's value is looked up in a mapping table you define, with a literal fallback if nothing matches.

Contact matching

Before creating a ticket, Sprio searches for an existing Zoho Desk contact by phone number (GET /api/v1/search/contacts?searchStr={mobile}) and reuses it if found, rather than creating a duplicate contact per call.

Tags

Tags are not sent as part of ticket creation — Zoho Desk rejects a tags field on create/update with a 422 ("extra parameter 'tags'") on some accounts. If you configure tags, Sprio applies them in a separate follow-up call (POST /api/v1/tickets/{id}/associateTag) after the ticket exists.

Templates

Subject and description templates use {key} placeholders, resolved against call fields, metadata, extracted fields, and the transcript — configurable per org from Integrations → Zoho Desk → Template, with sensible defaults if you don't customize them.

Attachments

Both are opt-in settings:

• Call recording (attach_call_recording) — uploaded as a .wav file attachment on the ticket.
• Full transcript (attach_full_transcript) — posted as an internal (non-public) comment on the ticket, not a file attachment.

Status tracking

Zoho Desk doesn't push ticket status changes to Sprio — there's no outbound webhook for this. Instead, Sprio schedules a one-time status poll roughly 15 minutes after ticket creation (GET /api/v1/tickets/{id}), merging the ticket's status, priority, assignee, and modified/closed timestamps back into the call's metadata. This is a single check, not ongoing polling — it won't reflect status changes made after that window.

Failure behavior

Follow-up actions (attachments, tagging, status refresh) fail soft by design — a failure in any of them never retroactively fails or removes the ticket that was already created.

Troubleshooting

Symptom	Likely cause
Ticket created but tags missing	Expected if tagging failed after creation — check integration activity for the follow-up call's result
No ticket for a call you expected	Check the run condition — by default only complaint/support_request/callback intents create a ticket
Duplicate contacts appearing	Confirm the caller's number matches exactly what's on the existing Desk contact — phone-based matching requires an exact match
Status shown on the call doesn't reflect a later change	The status poll only runs once, ~15 minutes after creation — it does not track ongoing changes