Zoho Desk MCP Server

add_note

Notes are only visible to agents and not visible to customers. Use this for internal collaboration, escalation notes, or context that should not be shared with the customer. Requires a valid ticket ID. Add an internal note to a Zoho Desk ticket

add_reply

The reply is visible to the customer via email and in the customer portal. Commonly used by agents to respond to customer inquiries. The reply is sent as HTML format. Requires a valid ticket ID. Add a reply to a Zoho Desk ticket

create_contact

Requires firstName, lastName, and email. Optionally set phone, title, department, account association, and custom fields. Returns the created contact data including the new contact ID. Create a new contact in Zoho Desk

create_ticket

Requires at minimum a subject, contact ID, and department ID. Optionally set priority (Low, Medium, High, Urgent), status, classification, and custom fields. Returns the created ticket data including the new ticket ID. Create a new support ticket in Zoho Desk

get_contact

Use this to review customer details before interacting with their tickets. Get details of a specific Zoho Desk contact

get_ticket

Use this to review full ticket history before responding. Get details of a specific Zoho Desk ticket

list_accounts

Returns account name, industry, website, and associated contacts. Useful for B2B support to understand which company a contact belongs to. List accounts (organizations) in Zoho Desk

list_agents

Returns agent name, email, role, and availability status. Use this to find available agents for ticket assignment or escalation. Requires a valid department ID. List agents in a Zoho Desk department

list_contacts

Returns contact name, email, phone, and account association. Useful for customer lookup before creating tickets or reviewing customer history. List contacts (customers) in Zoho Desk

list_departments

Departments are used to categorize tickets and assign agents. Each department has a unique ID needed for ticket creation and agent listing. Use this first to get department IDs. List all departments in Zoho Desk

list_tickets

Useful for agents to review open, pending, or resolved tickets across all departments. Returns ticket ID, subject, status, priority, and assignee. List all support tickets in Zoho Desk

search_tickets

Searches subject, description, and custom fields. Use this to find tickets related to a specific topic, customer name, or product. Returns matching tickets with basic info. Search tickets in Zoho Desk by keyword

update_ticket

Commonly used to change ticket status from Open to Closed or to reassign to another agent. Only pass the fields you want to update. Update an existing Zoho Desk ticket