Zoho Desk
The Zoho Desk connector lets AI agents read, triage, reply to, and manage customer support tickets. It uses OAuth 2.0 so your credentials are stored encrypted in MCPGate's vault and are never exposed to the AI client.
Required scopes#
MCPGate requests the following OAuth scopes when you connect a Zoho Desk account.
| Scope | Purpose |
|---|---|
| Desk.tickets.ALL | Read, create, update, reply to, and delete tickets |
| Desk.contacts.ALL | Read and create contacts |
| Desk.basic.ALL | Access agent and organisation metadata |
Tool reference#
The Zoho Desk connector exposes 12 tools. Use the MCP Apps page to enable or disable individual tools per app, and the Guardrails page to add fine-grained rules on top.
| Tool | Category | Description |
|---|---|---|
| zohodesk_list_tickets | read | List support tickets in Zoho Desk |
| zohodesk_get_ticket | read | Get details of a specific Zoho Desk ticket |
| zohodesk_list_contacts | read | List contacts in Zoho Desk |
| zohodesk_list_agents | read | List agents in a Zoho Desk organization |
| zohodesk_search_tickets | read | Search tickets in Zoho Desk by query |
| zohodesk_create_ticket | write | Create a new support ticket in Zoho Desk |
| zohodesk_update_ticket | write | Update an existing Zoho Desk ticket |
| zohodesk_reply_ticket | write | Reply to a Zoho Desk ticket thread |
| zohodesk_create_contact | write | Create a new contact in Zoho Desk |
| zohodesk_add_comment | write | Add an internal comment to a Zoho Desk ticket |
| zohodesk_change_status | write | Change the status of a Zoho Desk ticket |
| zohodesk_delete_ticket | delete | Delete a Zoho Desk ticket |
Reply vs comment
zohodesk_reply_ticket sends a customer-facing reply visible in the ticket thread. zohodesk_add_comment adds an internal note visible only to agents. Ensure your agent is calling the correct tool to avoid accidentally emailing customers with internal notes.Common guardrail recipes#
Read-only access#
Apply the read_only preset to enable the five read tools and deny all write and delete tools. Suitable for support analytics agents that categorise or summarise tickets without taking action.
Support preset#
Use the support preset to enable all tools except zohodesk_delete_ticket. This gives agents full first-line support capabilities — triaging, replying, updating status, and adding notes — without the ability to destroy ticket history.
Full access#
The full_access preset enables all 12 tools. Consider adding a deny_values guardrail on zohodesk_change_statusto restrict which status transitions the agent may make (e.g. block "Closed" until a human reviews the ticket).
Troubleshooting#
- Department ID required— Many Zoho Desk operations are scoped to a department. If tools return "invalid department" errors, use
zohodesk_list_agentsto discover the available department IDs in your organisation. - Reply channel —
zohodesk_reply_ticketsends the reply via the channel the ticket was originally opened on (email, chat, etc.). Ensure the agent is not sending replies that would be inappropriate for the original channel. - Ticket not found after delete — Deleted tickets are permanently removed from Zoho Desk. There is no recycle bin. Deny
zohodesk_delete_ticketin any app where accidental deletion would cause compliance issues.