> ## Documentation Index > Fetch the complete documentation index at: https://squad.so/docs/llms.txt > Use this file to discover all available pages before exploring further. # Zoho Desk > What agents can do in Zoho Desk at each access level, and how to connect, limit, and disconnect Zoho Desk. Connect Zoho Desk so your agents can work in your Zoho Desk account. You choose an access level for each account, and Squad refuses any agent action outside that level. ## Access levels Each Zoho Desk account has an access level: **Read-only**, **Read + write**, and **Full access**. Squad refuses any agent action outside that level. You can also narrow or block single agents under **Per-agent access**. | Level | The connect window describes this level as | Actions agents can use | | ------------------------------ | ---------------------------------------------- | ---------------------- | | **Read-only** | "Read tickets, contacts, and configuration." | 26 of 33 | | **Read + write** (recommended) | "Read and create/update tickets and contacts." | 33 of 33 | | **Full access** | "Full Desk access including settings." | 33 of 33 | **Read + write** is the recommended level. The connect window selects it for you, and you can choose another level. The Zoho Desk sign-in page asks you to approve full access to your account. This is expected. Squad does not narrow the sign-in. It checks every agent action against the level you chose, and it refuses actions outside that level. ## What agents can do at each level Each level opens with a short summary in plain tasks, then lists every action it adds, grouped by what the action works on. You do not need to name actions. Ask in plain words, and the agent searches for the matching action. **Find an action.** Open a level and use your browser's find (Ctrl+F, or Cmd+F on a Mac) with a word from the task or part of a slug. Or ask your agent in plain words, for example "What can you do in my Zoho Desk account?" The agent can search the Zoho Desk actions for you. Each action shows its name, a one-line description where the Zoho Desk action catalog has one, and its slug. The slug is the ID that agents use when they call the action. Agents can use 26 of the 33 Zoho Desk actions at this level: * View agents * View contacts * View departments * View threads * View roles and permissions * View tickets * View account details * View attachments * View conversations * View history * View organizations * View teams All 26 actions at this level: | Works on | Action | What it does | Slug | | ------------------------- | -------------------------- | ------------------------------------------------------------------------------ | -------------------------------------- | | **Account details** | List contact accounts | List accounts associated with a Zoho Desk contact. | `ZOHO_DESK_LIST_CONTACT_ACCOUNTS` | | **Agents** | Get agent | Fetch details of a Zoho Desk agent. | `ZOHO_DESK_GET_AGENT` | | | Get agents count | Get the total count of agents in Zoho Desk. | `ZOHO_DESK_GET_AGENTS_COUNT` | | | List agents | | `ZOHO_DESK_LIST_AGENTS` | | **Attachments** | Download ticket attachment | | `ZOHO_DESK_DOWNLOAD_TICKET_ATTACHMENT` | | **Contacts** | Get contact | Fetch details of a Zoho Desk contact. | `ZOHO_DESK_GET_CONTACT` | | | Get contacts by IDs | Fetch multiple contacts by their IDs using Zoho Desk's contactsByIds endpoint. | `ZOHO_DESK_GET_CONTACTS_BY_IDS` | | | List contacts | List contacts with filters and pagination. | `ZOHO_DESK_LIST_CONTACTS` | | **Conversations** | List ticket conversations | | `ZOHO_DESK_LIST_TICKET_CONVERSATIONS` | | **Departments** | Get department | Fetch details of a Zoho Desk department by ID. | `ZOHO_DESK_GET_DEPARTMENT` | | | Get department logo | Get/download a department's logo from Zoho Desk. | `ZOHO_DESK_GET_DEPARTMENT_LOGO` | | | Get departments count | Get the total count of departments in Zoho Desk. | `ZOHO_DESK_GET_DEPARTMENTS_COUNT` | | | List departments | List all departments in the current Zoho Desk organization. | `ZOHO_DESK_LIST_DEPARTMENTS` | | **History** | List ticket history | | `ZOHO_DESK_LIST_TICKET_HISTORY` | | **Organizations** | List organizations | List all organizations the current user belongs to. | `ZOHO_DESK_LIST_ORGANIZATIONS` | | **Roles and permissions** | List roles | | `ZOHO_DESK_LIST_ROLES` | | | List roles by IDs | | `ZOHO_DESK_LIST_ROLES_BY_IDS` | | **Teams** | List teams in department | List teams in the specified Zoho Desk department. | `ZOHO_DESK_LIST_TEAMS_IN_DEPARTMENT` | | **Threads** | Get ticket latest thread | Fetch the most recent thread of a ticket. | `ZOHO_DESK_GET_TICKET_LATEST_THREAD` | | | Get ticket thread | Fetch a specific thread within a Zoho Desk ticket. | `ZOHO_DESK_GET_TICKET_THREAD` | | | List ticket threads | | `ZOHO_DESK_LIST_TICKET_THREADS` | | **Tickets** | Get ticket | | `ZOHO_DESK_GET_TICKET` | | | Get ticket resolution | | `ZOHO_DESK_GET_TICKET_RESOLUTION` | | | List tickets | | `ZOHO_DESK_LIST_TICKETS` | | **Views** | List views | | `ZOHO_DESK_LIST_VIEWS` | | **Other actions** | Search | | `ZOHO_DESK_SEARCH` | Agents can use 33 of the 33 Zoho Desk actions at this level: everything in **Read-only**, plus: * Create and update tickets * Update account details * Create attachments * Create contacts * Update tasks The 7 actions that this level adds to **Read-only**: | Works on | Action | What it does | Slug | | ------------------- | ------------------------ | ------------------------------------------------------------------------------------------- | ------------------------------------ | | **Account details** | Update account | | `ZOHO_DESK_UPDATE_ACCOUNT` | | **Attachments** | Upload ticket attachment | | `ZOHO_DESK_UPLOAD_TICKET_ATTACHMENT` | | **Contacts** | Create contact | | `ZOHO_DESK_CREATE_CONTACT` | | **Departments** | Upload department logo | Upload/update a department logo in Zoho Desk. | `ZOHO_DESK_UPLOAD_DEPARTMENT_LOGO` | | **Tasks** | Update many tasks | Update multiple tasks in a single call using Zoho Desk API. | `ZOHO_DESK_UPDATE_MANY_TASKS` | | **Tickets** | Create ticket | Create a new Zoho Desk ticket with subject, description, department, and requester details. | `ZOHO_DESK_CREATE_TICKET` | | | Update ticket | | `ZOHO_DESK_UPDATE_TICKET` | Agents can use the same 33 actions as at **Read + write**. ## Connect Zoho Desk Before you start: * You need a Zoho Desk account that you can sign in to. * Your Squad subscription must be active. Squad does not connect apps while the subscription is not active. Open **Settings** > **Integrations**. On the **Connected apps** tab, click **+ Add integration**. Find **Zoho Desk** in the catalog and click it. You can type the name in **Search the catalog…**. Under **Default scope**, choose an access level. This level applies to every agent. Click **Connect Zoho Desk**. The Zoho Desk sign-in page opens in a new tab. Sign in to Zoho Desk and approve the request. Check that it works: Zoho Desk shows under **YOUR CONNECTIONS**, with a row for the account and its access level. ## Change the access level 1. Under **YOUR CONNECTIONS**, find the Zoho Desk account. 2. Open the account menu (⋯) and click **Manage scope**. 3. Under **Default scope**, choose the new level. 4. Click **Save access**. The change does not need a new sign-in. Agents get the new level from their next call. ## Set access for one agent Every agent uses the account's level unless you set something else for it. You can narrow one agent to a lower level, or block it. 1. Under **YOUR CONNECTIONS**, open the account menu (⋯) on the Zoho Desk account. 2. Click **Manage scope**. 3. Under **Per-agent access**, find the agent. 4. Choose the **Default** option to follow the account's level, choose a lower level, or choose **No access**. 5. Click **Save access**. An agent never gets more than the account's level, even if you choose a higher level for it. Changes apply from the agent's next call. An agent with **No access** does not see the account. ## Use more than one Zoho Desk account Click **+ Account** on the Zoho Desk card to connect another account. Agents use the primary account unless they are asked to use a specific one. * After you click **+ Account**, follow the connect steps above. * Each account has its own access level. * The first account you connect becomes the primary account. It shows **★ PRIMARY**. * To change the primary account, open the account menu (⋯) and click **Make primary**. * To tell accounts apart, open the account menu (⋯) and click **Rename**. ## Reconnect or disconnect Reconnect when the connection has expired, or when you need to change what the account can reach on the Zoho Desk side: 1. Open the account menu (⋯) and click **Reconnect**. 2. Click **Reauthorize on Zoho Desk**. 3. Sign in to Zoho Desk and approve the request. Reconnect signs in to the same account again. It does not add a second connection. Open the account menu (⋯) on the Zoho Desk account and click **Disconnect**. Agents lose access to that account at once. **Disconnect** acts at once, with no confirmation step. If it was the primary account, another connected Zoho Desk account becomes primary. ## Costs Zoho Desk actions do not use Squad credits. Connected apps never use credits. For what does use credits, see [What Squad costs](/docs/costs). ## Troubleshooting An agent reports that an action is not allowed on this account. * Cause: the action is outside the account's access level, or outside the level you set for that agent. * Fix: choose a higher level in **Manage scope**, or change the agent's row under **Per-agent access**. An agent says it has no access to Zoho Desk, or it does not see the account. * Cause: the agent is set to **No access** under **Per-agent access**, or the account is not connected. * Fix: open **Manage scope** and change the agent's row. If the account is missing, connect it again. Connecting or saving fails with "Your subscription isn't active." * Cause: your Squad subscription is not active. * Fix: resubscribe. See [Manage your subscription](/docs/billing). An agent says the Zoho Desk connection has expired. * Cause: the sign-in for that account is no longer valid. * Fix: use **Reconnect** on the account. ## Common questions Each Zoho Desk account has an access level: **Read-only**, **Read + write**, and **Full access**. Squad refuses any agent action outside that level. You can also narrow or block single agents under **Per-agent access**. Click **+ Account** on the Zoho Desk card to connect another account. Agents use the primary account unless they are asked to use a specific one. Open the account menu (⋯) on the Zoho Desk account and click **Disconnect**. Agents lose access to that account at once. ## Related pages Use this when an action you need is not in this app.