Zoho Desk

Integration version: 2.0

Configure Zoho Desk integration in Google Security Operations SOAR

For detailed instructions on how to configure an integration in Google Security Operations SOAR, see Configure integrations.

Integration parameters

Use the following parameters to configure the integration:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
API Root	String	https://desk.zoho.{region}	Yes	API root of the Zoho Desk instance.
Client ID	String	N/A	Yes	Client ID of the Zoho Desk account.
Client Secret	Password	N/A	Yes	Client Secret of the Zoho Desk account.
Refresh Token	Password	N/A	No	Refresh Token of the Zoho Desk account. You need to run the action "Get Refresh Token" to generate it.
Verify SSL	Checkbox	Checked	Yes	If enabled, verifies that the SSL certificate for the connection to the Zoho Desk server is valid.

Get API credentials

Go to the Zoho Desk API console.
Click Add Client and select Self Client.
In the Client Secret tab, copy the value of the "Client ID" and "Client Secret" parameters and paste it into respective fields in the integration configuration window.
In the Generate Code tab provide the following scopes: Desk.tickets.READ,Desk.tickets.CREATE,Desk.tickets.UPDATE,Desk.tickets.DELETE,Desk.settings.READ,Desk.basic.READ,Desk.products.READ,Desk.contacts.READ and add scope description.
To get an authorization code, click Create.
Go back to Google Security Operations, simulate a case and navigate to the Get Refresh Token action within the Zoho Desk integration.
To configure the action, enter your authorization code and authorization link.
Copy the token from the action's JSON result, paste it into the respective field in the integration configuration window and run a test.

Use Cases

Perform triaging action.

Actions

Add Comment To Ticket

Description

Add a comment to a ticket in Zoho Desk.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	Specify the ID of the ticket to which you want to add a comment.
Visibility	DDL	Public Possible Values: Public Private	No	Specify if the comment should be public or private.
Type	String	Plain Text Possible Values: Plain Text HTML	No	Specify the type of the comment.
Text	String	N/A	No	Specify the content of the comment.
Wait For Reply	Checkbox	Unchecked	No	If enabled, the action waits for reply.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "content": "zsu[@user:11550965]zsu Please fix this ASAP",
    "commentedTime": "2022-07-01T11:18:43.935Z",
    "modifiedTime": "2022-07-01T11:18:43.935Z",
    "contentType": "plainText",
    "impersonatedUser": null,
    "encodedContent": "zsu&#x5b;&#x40;user&#x3a;11550965&#x5d;zsu Please fix this ASAP",
    "id": "97709000000179081",
    "commenterId": "97709000000092001",
    "commenter": {
        "id": "97709000000092001",
        "name": "TIP Labops",
        "email": "tip.labops@siemplify.co",
        "photoURL": "https://desk.zoho.eu/api/v1/agents/97709000000092001/photo?orgId=20083004796",
        "type": "AGENT",
        "firstName": "TIP",
        "lastName": "Labops",
        "roleName": "CEO"
    },
    "attachments": [],
    "isPublic": false
}

Case Wall

Result type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If the 200 status code is reported (is_success = true): "Successfully added comment "{text}" to ticket {ticket id}in Zoho Desk." Async Message: "Waiting for a reply..." The action should fail and stop a playbook execution: If a critical error is reported: "Error executing action "Add Comment To Ticket". Reason: {0}''.format(error.Stacktrace) If errors are reported: "Error executing action "Add Comment To Ticket". Reason: {errors/errorMessage}	General

Result type

Value / Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If the 200 status code is reported (is_success = true): "Successfully added comment "{text}" to ticket {ticket id}in Zoho Desk."

Async Message: "Waiting for a reply..."

The action should fail and stop a playbook execution:

If a critical error is reported: "Error executing action "Add Comment To Ticket". Reason: {0}''.format(error.Stacktrace)

If errors are reported: "Error executing action "Add Comment To Ticket". Reason: {errors/errorMessage}

General

Create Ticket

Description

Create a ticket in Zoho Desk.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Title	String	N/A	No	Specify the title for the ticket.
Description	String	N/A	No	Specify the description of the ticket.
Department Name	String	N/A	No	Specify the name of the department that should be set for the ticket.
Contact	String	N/A	No	Specify the email of the contact for the ticket.
Assignee Type	DDL	Select One Possible values: Select One Agent Team	No	Specify the type of the assignee. If "Agent" or "Team" is selected, the "Assignee Name" parameter is required.
Assignee Name	String	N/A	No	Specify the name of the assignee for the ticket. For the agent type you can provide an email address or display name.
Priority	DDL	Select One Possible Values: Select One No Priority Low Medium High	No	Specify the priority for the ticket.
Сlassification	DDL	Select One Possible Values: Select One No Classification Question Problem Feature Others	No	Specify the classification type for the ticket.
Channel	DDL	Select One Possible Values: Select One Email Phone Web Twitter Facebook Chat Forums	No	Specify the channel for the ticket.
Category	String	N/A	No	Specify the category for the ticket.
Sub Category	String	N/A	No	Specify the subcategory for the ticket.
Due Date	String	N/A	No	Specify the due date for the ticket. Format: ISO 8601. Example: 2022-07-06T07:05:43Z.
Custom Fields	JSON	N/A	No	Specify a JSON object containing the custom fields that need to be updated. Note: You need to provide the API names of the keys.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "modifiedTime": "2022-07-01T11:00:33.000Z",
    "subCategory": null,
    "statusType": "On Hold",
    "subject": "Here's your first ticket.",
    "dueDate": null,
    "departmentId": "97709000000007061",
    "channel": "Chat",
    "onholdTime": "2022-07-01T09:32:14.717Z",
    "language": "English",
    "source": {
        "appName": null,
        "extId": null,
        "permalink": null,
        "type": "SYSTEM",
        "appPhotoURL": null
    },
    "resolution": "Koko",
    "sharedDepartments": [],
    "closedTime": null,
    "approvalCount": "0",
    "isOverDue": true,
    "isTrashed": false,
    "createdTime": "2022-06-27T17:02:17.000Z",
    "id": "97709000000160077",
    "isResponseOverdue": false,
    "customerResponseTime": "2022-06-27T17:02:17.000Z",
    "productId": null,
    "contactId": "97709000000160029",
    "threadCount": "1",
    "secondaryContacts": [],
    "priority": null,
    "classification": null,
    "commentCount": "1",
    "taskCount": "0",
    "accountId": "97709000000160001",
    "phone": "1 888 900 9646",
    "webUrl": "https://desk.zoho.eu/support/siemplify/ShowHomePage.do#Cases/dv/97709000000160077",
    "isSpam": false,
    "status": "On Hold",
    "entitySkills": [],
    "ticketNumber": "101",
    "customFields": {},
    "isArchived": false,
    "description": "Hello<",
    "timeEntryCount": "0",
    "channelRelatedInfo": null,
    "responseDueDate": null,
    "isDeleted": false,
    "modifiedBy": "97709000000092001",
    "email": "support@zohosupport.com",
    "layoutDetails": {
        "id": "97709000000023011",
        "layoutName": "Siemplify"
    },
    "channelCode": null,
    "cf": {},
    "slaId": null,
    "layoutId": "97709000000023011",
    "assigneeId": null,
    "teamId": "97709000000182001",
    "attachmentCount": "0",
    "isEscalated": false,
    "category": null
}

Case Wall

Result type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If the 200 status code is reported (is_success=true): "Successfully created a ticket with ID {ticket id} in Zoho Desk.". The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Create Ticket". Reason: {0}''.format(error.Stacktrace) If the agent is not found: "Error executing action "Create Ticket". Reason: agent {agent_name} wasn't found in Zoho Desk. Please check the spelling."' If the team is not found: "Error executing action "Create Ticket". Reason: team {team_name} wasn't found in Zoho Desk. Please check the spelling." If "Agent" or "Team" is selected, but the "Assignee Name" parameter is not provided: "Error executing action "Create Ticket". Reason: "Assignee Name" needs to be provided." If the department is not found: "Error executing action "Create Ticket". Reason: department {department_name} wasn't found in Zoho Desk." If the contact is not found: "Error executing action "Create Ticket". Reason: contact {contact} wasn't found in Zoho Desk. Please check the spelling." If the product is not found: "Error executing action "Create Ticket". Reason: product {product} wasn't found in Zoho Desk. Please check the spelling."	General

Result type

Value / Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If the 200 status code is reported (is_success=true): "Successfully created a ticket with ID {ticket id} in Zoho Desk.".

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Create Ticket". Reason: {0}''.format(error.Stacktrace)

If the agent is not found: "Error executing action "Create Ticket". Reason: agent {agent_name} wasn't found in Zoho Desk. Please check the spelling."'

If the team is not found: "Error executing action "Create Ticket". Reason: team {team_name} wasn't found in Zoho Desk. Please check the spelling."

If "Agent" or "Team" is selected, but the "Assignee Name" parameter is not provided: "Error executing action "Create Ticket". Reason: "Assignee Name" needs to be provided."

If the department is not found: "Error executing action "Create Ticket". Reason: department {department_name} wasn't found in Zoho Desk."

If the contact is not found: "Error executing action "Create Ticket". Reason: contact {contact} wasn't found in Zoho Desk. Please check the spelling."

If the product is not found: "Error executing action "Create Ticket". Reason: product {product} wasn't found in Zoho Desk. Please check the spelling."

General

Get Refresh Token

Description

Get a refresh token for the configuration.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Authorization Link	String	https://accounts.zoho.{region}	Yes	Specify the authorization link for the integration.
Authorization Code	Password	N/A	Yes	Specify the authorization code that was generated in the dev console of Zoho.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "refresh_token": "1000.90567b1fc0c54f540e56200ae4388cef.a8f6b313297d558774bee07d60cc6863"
}

Case Wall

Result type	Value/Description	Type
Output message*	The action should not fail nor stop a playbook execution: If successful: "Successfully generated refresh token. Copy the value into "Refresh Token" parameter in the integration configuration" The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Refresh Token". Reason: {0}''.format(error.Stacktrace) If an error in reported: "Error executing action "Get Refresh Token". Reason: {error}''	General

Result type

Value/Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If successful: "Successfully generated refresh token. Copy the value into "Refresh Token" parameter in the integration configuration"

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Refresh Token". Reason: {0}''.format(error.Stacktrace)

If an error in reported: "Error executing action "Get Refresh Token". Reason: {error}''

General

Get Ticket Details

Description

Get detailed information about the ticket from Zoho Desk.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Ticket IDs	String	N/A	Yes	Specify a comma-separated list of ids for which you want to return details.
Create Insight	Checkbox	Unchecked	No	If enabled, the action creates an insight containing information about tickets.
Additional Fields To Return	CSV	contacts, products, assignee, departments, contract, isRead, team, skills	No	Specify the additional fields to return. Possible values: contacts, products, assignee, departments, contract, isRead, team, skills.
Fetch Comments	Checkbox	Checked	No	If enabled, the action fetches comments related to the tickets.
Max Comments To Return	Integer	50	No	Specify the number of comments to return per ticket. Maximum: 100

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
  "modifiedTime": "2022-06-27T17:12:35.000Z",
  "subCategory": null,
  "statusType": "Open",
  "subject": "tesa",
  "dueDate": null,
  "departmentId": "97709000000007061",
  "channel": "Phone",
  "onholdTime": null,
  "language": null,
  "source": {
      "appName": null,
      "extId": null,
      "permalink": null,
      "type": "SYSTEM",
      "appPhotoURL": null
  },
  "resolution": null,
  "sharedDepartments": [],
  "closedTime": null,
  "approvalCount": "0",
  "isOverDue": false,
  "isTrashed": false,
  "contact": {
      "firstName": null,
      "lastName": "test",
      "phone": null,
      "mobile": null,
      "id": "97709000000159194",
      "isSpam": false,
      "type": null,
      "email": "test@test.com",
      "account": {
          "website": null,
          "accountName": "test!@test.com",
          "id": "97709000000159182"
      }
  },
  "createdTime": "2022-06-27T17:12:35.000Z",
  "id": "97709000000159224",
  "isResponseOverdue": false,
  "customerResponseTime": "2022-06-27T17:12:35.000Z",
  "productId": null,
  "contactId": "97709000000159194",
  "threadCount": "1",
  "secondaryContacts": [],
  "priority": null,
  "classification": null,
  "commentCount": "0",
  "taskCount": "0",
  "accountId": "97709000000159182",
  "phone": null,
  "webUrl": "https://desk.zoho.eu/support/siemplify/ShowHomePage.do#Cases/dv/97709000000159224",
  "assignee": {
      "photoURL": "https://desk.zoho.eu/api/v1/agents/97709000000092001/photo?orgId=20083004796",
      "firstName": "TIP",
      "lastName": "Labops",
      "id": "97709000000092001",
      "email": "tip.labops@siemplify.co"
  },
  "isSpam": false,
  "status": "Open",
  "entitySkills": [],
  "ticketNumber": "102",
  "sentiment": null,
  "customFields": {},
  "isArchived": false,
  "skillsInfo": [],
  "isRead": false,
  "description": "<div style=\"font-size: 13px; font-family: Regular, Lato, Arial, Helvetica, sans-serif\"><div>tetsta</div></div>",
  "timeEntryCount": "0",
  "channelRelatedInfo": null,
  "responseDueDate": null,
  "isDeleted": false,
  "modifiedBy": "97709000000092001",
  "department": {
      "name": "Siemplify",
      "id": "97709000000007061"
  },
  "followerCount": "0",
  "email": "test@test.com",
  "layoutDetails": {
      "id": "97709000000023011",
      "layoutName": "Siemplify"
  },
  "channelCode": null,
  "product": null,
  "isFollowing": false,
  "cf": {},
  "slaId": null,
  "team": null,
  "layoutId": "97709000000023011",
  "assigneeId": "97709000000092001",
  "createdBy": "97709000000092001",
  "teamId": null,
  "contractId": null,
  "tagCount": "0",
  "attachmentCount": "0",
  "isEscalated": false,
  "category": null
  "comments":          {
            "content": "<div style=\"font-size: 14px; font-family: LatoRegular, Regular, Lato, &quot;Lato 2&quot;, Arial, Helvetica, sans-serif\"><div style=\"font-size: 14px; font-family: LatoRegular, Regular, Lato, &quot;Lato 2&quot;, Arial, Helvetica, sans-serif\"><ul><li>asdasdasdasd<br /></li></ul></div><div><br /></div></div>",
            "commentedTime": "2022-06-29T10:21:24.000Z",
            "modifiedTime": "2022-06-29T10:23:42.000Z",
            "contentType": "html",
            "impersonatedUser": null,
            "encodedContent": "&lt;div style&#x3d;&quot;font-size&#x3a; 14px&#x3b; font-family&#x3a; LatoRegular, Regular, Lato, &amp;quot&#x3b;Lato 2&amp;quot&#x3b;, Arial, Helvetica, sans-serif&quot;&gt;&lt;div style&#x3d;&quot;font-size&#x3a; 14px&#x3b; font-family&#x3a; LatoRegular, Regular, Lato, &amp;quot&#x3b;Lato 2&amp;quot&#x3b;, Arial, Helvetica, sans-serif&quot;&gt;&lt;ul&gt;&lt;li&gt;asdasdasdasd&lt;br &#x2f;&gt;&lt;&#x2f;li&gt;&lt;&#x2f;ul&gt;&lt;&#x2f;div&gt;&lt;div&gt;&lt;br &#x2f;&gt;&lt;&#x2f;div&gt;&lt;&#x2f;div&gt;",
            "id": "97709000000172003",
            "commenterId": "97709000000092001",
            "commenter": {
                "id": "97709000000092001",
                "name": "TIP Labops",
                "email": "tip.labops@siemplify.co",
                "photoURL": "https://desk.zoho.eu/api/v1/agents/97709000000092001/photo?orgId=20083004796",
                "type": "AGENT",
                "firstName": "TIP",
                "lastName": "Labops",
                "roleName": "CEO"
            },
            "attachments": [],
            "isPublic": false
        }

}

Case Wall

Result type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If data is available for at least one ID (is_success = true): "Successfully returned details related to the following tickets in Zoho Desk: {ticket ids}". If data is not available for at least one ID (is_success=true): "Action wasn't able to find details related to the following tickets in Zoho Desk: {ticket ids}". If data is not available for all IDs (is_success=false): "No tickets were found." The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Ticket Details". Reason: {0}''.format(error.Stacktrace)	General
Case Wall Table	Table Name: Ticket Details Table Columns: Number: ticketNumber Status: status Subject: subject Created Time: createdTime Resolution: resolution Email: email Contact: {firstName} + {lastName}	General

Result type

Value / Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If data is available for at least one ID (is_success = true): "Successfully returned details related to the following tickets in Zoho Desk: {ticket ids}".

If data is not available for at least one ID (is_success=true): "Action wasn't able to find details related to the following tickets in Zoho Desk: {ticket ids}".

If data is not available for all IDs (is_success=false): "No tickets were found."

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Get Ticket Details". Reason: {0}''.format(error.Stacktrace)

General

Case Wall Table

Table Name: Ticket Details Table Columns:

Number: ticketNumber
Status: status Subject: subject
Created Time: createdTime
Resolution: resolution
Email: email
Contact: {firstName} + {lastName}

General

Mark Ticket As Spam

Description

Mark ticket as spam in Zoho Desk.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	Specify the ID of the ticket that needs to be marked as spam.
Mark Contact	Checkbox	Checked	No	If enabled, the contact that created the ticket is marked as spammer.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If the 200 status code is reported (is_success = true): "Successfully marked a ticket as spam in Zoho Desk. The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Mark Ticket As Spam". Reason: {0}''.format(error.Stacktrace) If errors are reported: "Error executing action "Mark Ticket As Spam". Reason: {errors/errorMessage}	General

Result type

Value / Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If the 200 status code is reported (is_success = true): "Successfully marked a ticket as spam in Zoho Desk.

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Mark Ticket As Spam". Reason: {0}''.format(error.Stacktrace)

If errors are reported: "Error executing action "Mark Ticket As Spam". Reason: {errors/errorMessage}

General

Ping

Description

Test connectivity to Zoho Desk with parameters provided at the integration configuration page in the Google Security Operations Marketplace tab.

Parameters

N/A

Run on

The action doesn't run on entities, nor has mandatory input parameters.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

Case Wall

Result Type	Value / Description	Type
Output message\*	The action should not fail nor stop a playbook execution: If successful (is_success=true): "Successfully connected to the Zoho Desk server with the provided connection parameters!" The action should fail and stop a playbook execution: If not successful (is_success= false): "Failed to connect to the Zoho Desk server! Error is {0}".format(exception.stacktrace)	General

Result Type

Value / Description

Type

Output message\*

The action should not fail nor stop a playbook execution:

If successful (is_success=true): "Successfully connected to the Zoho Desk server with the provided connection parameters!"

The action should fail and stop a playbook execution:

If not successful (is_success= false): "Failed to connect to the Zoho Desk server! Error is {0}".format(exception.stacktrace)

General

Update Ticket

Description

Update a ticket in Zoho Desk.

Parameters

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	Specify the ID of the ticket that needs to be updated.
Title	String	N/A	No	Specify the title that should be set for the ticket.
Description	String	N/A	No	Specify the description for the ticket.
Department Name	String	N/A	No	Specify the name of the department that should be set for the ticket.
Contact	String	N/A	No	Specify the email of the contact for the ticket.
Assignee Type	DDL	Select One Possible values: Select One Agent Team	No	Specify the type of the assignee. If "Agent" or "Team" is selected, the "Assignee Name" parameter is required.
Assignee Name	String	N/A	No	Specify the name of the assignee for the ticket. For the agent type you can provide an email address or display name.
Resolution	String	N/A	No	Specify the resolution for the ticket.
Priority	DDL	Select One Possible Values: Select One No Priority Low Medium High	No	Specify the priority for the ticket.
Status	DDL	Select One Possible Values: Select One Open On Hold Escalated Closed	No	Specify the status for the ticket.
Mark State	DDL	Select One Possible values: Select One Read Unread	No	Specify the mark state for the ticket.
Classification	DDL	Select One Possible Values: Select One No Classification Question Problem Feature Others	No	Specify the classification type for the ticket.
Channel	DDL	Select One Possible Values: Select One Email Phone Web Twitter Facebook Chat Forums	No	Specify the channel for the ticket.
Category	String	N/A	No	Specify the category for the ticket.
Sub Category	String	N/A	No	Specify the subcategory for the ticket.
Due Date	String	N/A	No	Specify the due date for the ticket. Format: ISO 8601. Example: 2022-07-06T07:05:43Z. Note: This parameter doesn't have an impact, when the "On Hold" status is set.
Custom Fields	JSON	N/A	No	Specify a JSON object containing the custom fields that need to be updated. Note: You need to provide the API names of the keys.

Run on

This action doesn't run on entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "modifiedTime": "2022-07-01T11:00:33.000Z",
    "subCategory": null,
    "statusType": "On Hold",
    "subject": "Here's your first ticket.",
    "dueDate": null,
    "departmentId": "97709000000007061",
    "channel": "Chat",
    "onholdTime": "2022-07-01T09:32:14.717Z",
    "language": "English",
    "source": {
        "appName": null,
        "extId": null,
        "permalink": null,
        "type": "SYSTEM",
        "appPhotoURL": null
    },
    "resolution": "Koko",
    "sharedDepartments": [],
    "closedTime": null,
    "approvalCount": "0",
    "isOverDue": true,
    "isTrashed": false,
    "createdTime": "2022-06-27T17:02:17.000Z",
    "id": "97709000000160077",
    "isResponseOverdue": false,
    "customerResponseTime": "2022-06-27T17:02:17.000Z",
    "productId": null,
    "contactId": "97709000000160029",
    "threadCount": "1",
    "secondaryContacts": [],
    "priority": null,
    "classification": null,
    "commentCount": "1",
    "taskCount": "0",
    "accountId": "97709000000160001",
    "phone": "1 888 900 9646",
    "webUrl": "https://desk.zoho.eu/support/siemplify/ShowHomePage.do#Cases/dv/97709000000160077",
    "isSpam": false,
    "status": "On Hold",
    "entitySkills": [],
    "ticketNumber": "101",
    "customFields": {},
    "isArchived": false,
    "description": "Hello<",
    "timeEntryCount": "0",
    "channelRelatedInfo": null,
    "responseDueDate": null,
    "isDeleted": false,
    "modifiedBy": "97709000000092001",
    "email": "support@zohosupport.com",
    "layoutDetails": {
        "id": "97709000000023011",
        "layoutName": "Siemplify"
    },
    "channelCode": null,
    "cf": {},
    "slaId": null,
    "layoutId": "97709000000023011",
    "assigneeId": null,
    "teamId": "97709000000182001",
    "attachmentCount": "0",
    "isEscalated": false,
    "category": null
}

Case Wall

Result type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If the 200 status code is reported (is_success = true): "Successfully updated ticket with ID {ticket id} in Zoho Desk.". The action should fail and stop a playbook execution: If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Update Ticket". Reason: {0}''.format(error.Stacktrace) If the agent is not found: "Error executing action "Update Ticket". Reason: agent {agent_name} wasn't found in Zoho Desk. Please check the spelling."' If the team is not found: "Error executing action "Update Ticket". Reason: team {team_name} wasn't found in Zoho Desk. Please check the spelling." If the department is not found: "Error executing action "Update Ticket". Reason: department {department} wasn't found in Zoho Desk. Please check the spelling."' If the contact is not found: "Error executing action "Update Ticket". Reason: contact {contact} wasn't found in Zoho Desk. Please check the spelling." If the product is not found: "Error executing action "Update Ticket". Reason: product {product} wasn't found in Zoho Desk. Please check the spelling." If "Agent" or "Team" is selected, but the "Assignee Name" parameter is not provided: "Error executing action "Update Ticket". Reason: "Assignee Name" needs to be provided."	General

Result type

Value / Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If the 200 status code is reported (is_success = true): "Successfully updated ticket with ID {ticket id} in Zoho Desk.".

The action should fail and stop a playbook execution:

If a fatal error, like wrong credentials, no connection to server, other is reported: "Error executing action "Update Ticket". Reason: {0}''.format(error.Stacktrace)

If the agent is not found: "Error executing action "Update Ticket". Reason: agent {agent_name} wasn't found in Zoho Desk. Please check the spelling."'

If the team is not found: "Error executing action "Update Ticket". Reason: team {team_name} wasn't found in Zoho Desk. Please check the spelling."

If the department is not found: "Error executing action "Update Ticket". Reason: department {department} wasn't found in Zoho Desk. Please check the spelling."'

If the contact is not found: "Error executing action "Update Ticket". Reason: contact {contact} wasn't found in Zoho Desk. Please check the spelling."

If the product is not found: "Error executing action "Update Ticket". Reason: product {product} wasn't found in Zoho Desk. Please check the spelling."

If "Agent" or "Team" is selected, but the "Assignee Name" parameter is not provided: "Error executing action "Update Ticket". Reason: "Assignee Name" needs to be provided."

General