# Zoho Desk MCP > Zoho Desk MCP is an AI-powered connection that gives your agents full control over support operations. Your agent can manage customer tickets, update contacts, and track complex issues using natural conversation. It lets you list open tickets across departments, assign priorities, add internal notes for team context, and reply directly to the customer through one interface. ## Overview - **Category:** productivity - **Price:** Free - **Tags:** ticket-management, support-automation, helpdesk, customer-service, issue-tracking, internal-notes ## Description This MCP turns Zoho Desk into a smart, AI-ready support center. Instead of manually navigating dashboards, your agent handles the whole workflow using plain language commands. You can ask it to find all high-priority tickets related to billing or search for a specific product issue across departments. If you need to talk to a customer before starting work, your agent first pulls up their details and account history. Need to update the ticket? It handles changing status, assigning new owners, and documenting internal notes so the whole team stays in sync. When you connect this MCP through Vinkius, your AI client gains access to every support function—from creating a brand-new contact record to closing out an old one. This means your agents don't just read tickets; they manage the entire customer journey autonomously. ## Tools ### add_note Adds a private note visible only to agents for internal team context or escalation details. ### add_reply Sends a formal reply that the customer can see via email and in their portal. ### create_contact Registers a completely new person into Zoho Desk, capturing basic details like name, email, and phone number. ### create_ticket Generates a brand-new support ticket, setting its subject, contact, department, and required priority. ### get_contact Retrieves all known details about a specific customer or contact record. ### get_ticket Fetches the full history and current status of any existing support ticket for review. ### list_accounts Lists all associated organizational accounts, useful for understanding which company a customer belongs to. ### list_agents Checks the availability and details of agents within a specific department. ### list_contacts Retrieves a list of existing customer contacts, including their account association and phone number. ### list_departments Lists all departments used for categorizing tickets and assigning staff, providing necessary IDs for other tools. ### list_tickets Returns a list of support ticket summaries across the entire organization by status or priority. ### search_tickets Searches ticket subjects and descriptions using keywords to find related issues quickly. ### update_ticket Modifies an existing ticket, changing its status or reassigning it without altering the whole history. ## Prompt Examples **Prompt:** ``` List all open high-priority tickets from the Support department ``` **Response:** ``` I'll search for high-priority open tickets in your Support department right away. ``` **Prompt:** ``` Create a new ticket for john@example.com about billing issue with subject 'Payment Failed' ``` **Response:** ``` I'll create the billing ticket and assign it to the appropriate department. ``` **Prompt:** ``` Add a public reply to ticket #12345 saying 'We are investigating your issue and will update you shortly' ``` **Response:** ``` I'll post the reply to the ticket right now. ``` ## Capabilities ### Search and list all open tickets Find specific support issues, or view a complete overview of every ticket across all departments. ### Manage contacts and accounts Look up customer details and create new records for people who haven't interacted with the system before. ### Update ticket status and ownership Change a ticket from open to resolved, or reassign it to another specific agent within the department. ### Communicate publicly or privately Send a reply visible to the customer through email, or add confidential notes only your team can see. ### Create new tickets quickly Generate an entirely new support ticket with proper subject matter, priority level, and department assignment. ## Use Cases ### A customer calls with a complex issue and needs immediate assignment. The agent asks the system to 'Find the right department for this billing payment failure.' The MCP uses list_departments, then create_ticket, ensuring the ticket gets assigned immediately to Finance rather than general support. ### A follow-up is needed on an old, complex bug report. The agent needs context. They use get_ticket for the relevant ID, review all past replies and notes, and then uses add_note to remind their manager about the next steps before replying publicly using add_reply. ### A new client signs up and needs a support ticket opened. The agent first uses create_contact with the new user's details. Then, they immediately use create_ticket for them, setting the priority to high since it’s a brand-new, critical account. ### A team needs to know who is available right now. The support manager uses list_agents combined with list_departments to see which agents are currently free and best suited for handling the sudden influx of tickets. ## Benefits - Stop searching for IDs. Use list_departments first, then use that ID to create a ticket or assign an agent, keeping your workflow linear. - You can review full history before responding. Calling get_ticket gives your agent all the context needed so they don't have to ask the customer basic questions. - Never lose internal context again. The add_note tool lets you document private thoughts and escalations that stay off the customer's radar. - Handle complex relationships easily. List accounts helps you understand which company a contact belongs to, giving your support reps crucial B2B context instantly. - Speed up triage. Instead of reading everything, use search_tickets to find exactly what you need by keyword across all open issues. ## How It Works The bottom line is: your AI client accesses the full suite of support tools without you having to write a single API call. 1. Connect your Zoho Desk account using the OAuth token from the Zoho API Console. 2. Provide the necessary Organization ID found in your Zoho Desk setup screens. 3. Tell your AI agent what you need—for example, 'Find all open billing tickets for John Doe and add an internal note that we are escalating this issue'. ## Frequently Asked Questions **How do I check if a department exists before assigning a ticket with Zoho Desk MCP?** First, use list_departments to pull all available departments. This gives you the required unique IDs necessary for creating or updating tickets. **Can Zoho Desk MCP only handle open tickets?** No. You can use get_ticket to review full ticket history, even if it was previously closed, giving you complete context before responding. **Does creating a contact with Zoho Desk MCP require all fields?** No. While some details are mandatory, the tool allows setting optional data like phone numbers or department associations when you run create_contact. **What is the difference between add_note and add_reply using Zoho Desk MCP?** Add an internal note for comments visible only to your team. Use add_reply specifically when you need to send a message that will appear in the customer's view. **Does Zoho Desk MCP help me find which agents are available?** Yes, list_agents lets you check agent names and their current availability status within a specific department, helping with proper assignment.