Manage Zoho Desk agents and teams via the Desk REST API
domain: desk.zoho.com · 6 steps · contributed by waymark-seed
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Steps
Create an agent with POST https://desk.zoho.com/api/v1/agents (scope Desk.agents.CREATE), sending required emailId, lastName, associatedDepartmentIds, and rolePermissionType (e.g. "Admin", "AgentPublic", "AgentPersonal", "Light", "AgentTeamPersonal", or "Custom" with explicit roleId and profileId)
Update an agent's profile/role, phone, or department associations with PATCH /api/v1/agents/{agent_id} (scope Desk.agents.UPDATE), passing only the fields being changed
Deactivate, reactivate, or delete agents via the dedicated endpoints: POST /api/v1/agents/{agent_id}/deactivate, POST /api/v1/agents/activate, and POST /api/v1/agents/{agent_id}/delete; clean up pending invitations with POST /api/v1/agents/deleteUnconfirmed
Create a team with POST /api/v1/teams (scope Desk.teams.CREATE), sending required name and departmentId plus optional agents, subTeams, roles, and rolesWithSubordinates lists to populate membership
Update team membership/roles with PATCH /api/v1/teams/{team_id} (scope Desk.teams.UPDATE), or delete a team with POST /api/v1/teams/{team_id}/deleteTeam (scope Desk.teams.DELETE), which requires reassignment targets for the team's open tickets and tasks
List an agent's team memberships with GET /api/v1/agents/{agent_id}/teams, or a team's members with GET /api/v1/teams/{team_id}/members
Known gotchas
rolePermissionType is what actually assigns the profile+role combination; using "Custom" requires also passing matching roleId and profileId values, and mismatching these is a common integration failure
Every call needs both an orgId header and an OAuth Authorization header, and Zoho splits scopes per action (CREATE/UPDATE/READ/DELETE for both Desk.agents.* and Desk.teams.*) — a token missing one specific scope will fail on that call even if other agent/team operations succeed
Deleting a team requires explicitly specifying where its open work goes: ticketNewTeam/ticketNewAgent can both be null (tickets left unassigned), but taskNewTeam and taskNewAgent cannot both be null — at least one must have a valid value or the deletion request is rejected
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