Zoho Desk

Zoho Desk is a cloud-based help desk and customer support platform. It centralizes support tickets, contacts, and agent activity across email, chat, phone, and social channels, and is commonly used by support and success teams to manage customer conversations at scale.

In order to integrate Zoho Desk with Relyance AI you will need a Client ID and a Client Secret. You create these by registering a Self Client application in the Zoho API Console.

In Zoho:

1. Sign in to the Zoho API Console at https://api-console.zoho.com using an account with administrator access to your Zoho Desk portal.
2. Click Add Client (or Get Started if this is your first client).
3. Choose the Server-based Applications client type.
4. Create the client with the following settings: Client Name:

Provide a meaningful name (e.g.

Relyance AI

).

Homepage URL:

https://www.relyance.ai

Authorized Redirect URI:

https://root.relyance.ai/api/oauth2 5. Click Create. Zoho will generate a Client ID and Client Secret. Copy these down to be used in Relyance. 6. The connection uses the following scopes. Relyance requests these during authorization — no manual scope entry is required in the API Console, but they are listed here for your reference and security review: Read scopes

• Desk.basic.READ
  • Desk.contacts.READ
  • Desk.tasks.READ
  • Desk.articles.READ
  • Desk.events.READ
  • Desk.search.READ

DSR scopes (* For DSR-enabled integrations.)

• Desk.settings.READ *
  • Desk.settings.UPDATE *
  • Desk.settings.DELETE *
  • Desk.basic.DELETE *
  • Desk.contacts.DELETE *

7. Note your Zoho data center domain — the Relyance connection must use the same region as your Zoho Desk portal. Zoho accounts are region-specific (e.g. .com, .eu, .in, .com.au). If your portal is not on .com, register the Self Client in that region's API Console and use the matching accounts domain. Using the wrong region is the most common cause of a failed connection.

In the Relyance AI application:

1. Log in to your Relyance account.
2. Navigate to the Settings menu in the bottom left-hand side.
3. Select Integrations.
4. Click on the Vendor Integration tab.
5. Find the Zoho Desk integration card and click it to open its connections.
6. Under Authentication Method, choose Oauth2 / App Token.
7. Paste the Client ID and Client Secret into their respective fields.
8. If this integration is to process data subject requests, ensure the Process DSARs checkbox is selected. This grants the additional DSR scopes listed above so Relyance can update and delete records on your behalf.
9. Click Authenticate. You will be redirected to Zoho to authorize the connection - sign in and click Accept to grant the requested scopes.
10. At this point, you should see the following result on the Vendor Integrations page:
11. Congratulations, you are now connected to Zoho Desk.

If the connection reports Connected but returns nothing

These are the ways this integration comes back empty without reporting an error. Generated from the integration catalog, so it tracks what the connection actually asks for.

1. A feature you enabled returns nothing. Some scopes belong to a feature rather than to the connection: Data subject requests needs Desk.settings.READ, Desk.settings.UPDATE, Desk.settings.DELETE, Desk.basic.DELETE, Desk.contacts.DELETE. Turning the feature on after the connection exists does not widen the grant it already holds, so re-authenticate the connection.
2. Authorised, then empty. The connection carries an authorisation, not a password: it stops returning data if the account that granted it loses access, its own permissions narrow, or the grant is revoked at the vendor. None of that reports an error here -- the connection keeps its last status until the next scan.
3. A credential rotated at the vendor is not picked up here. Client Secret is stored when you save the connection, so regenerating the value at the vendor breaks the next scan until it is re-pasted here. Recording the expiry on the connection means Relyance warns you before it lapses.

Manage this integration with Terraform

Connections for this integration can be managed as code with the Relyance Terraform provider. Non-secret fields go in auth.params; secret fields go in auth.secrets_wo, which is write-only — never stored in Terraform state. Rotate secrets by bumping auth.secrets_wo_version.

The OAuth (browser authorization) method uses a browser authorization flow, so the connection is created in the Relyance app. Manage it in Terraform afterwards by importing it (terraform import relyance_integration_connection.example zoho_desk/<connection_id>) or reading it with the relyance_integration_connection data source.