Automatically Classify Zoho Desk Support Tickets using Gemini AI

Description

Automatically Classify Support Tickets in Zoho Desk with AI with Gemini

Transform your customer support workflow with intelligent ticket classification. This automation leverages AI to automatically categorize incoming support tickets in Zoho Desk, reducing manual work and ensuring faster ticket routing to the right teams.

How It Works

Fetches all tickets from Zoho Desk with pagination support
Filters unclassified tickets (where classification field is null)
Retrieves complete ticket threads for full conversation context
Uses OpenRouter AI (GPT-4, Claude, or other models) to classify tickets into predefined categories
Updates tickets in Zoho Desk with accurate classifications automatically

Use Cases

Customer Support Teams**: Automatically route tickets to specialized departments (billing, technical, sales)
Help Desks**: Prioritize urgent issues and categorize feature requests

Prerequisites

Active Zoho Desk account with API access
OpenRouter API account (supports multiple AI models)
Basic understanding of OAuth2 authentication
Predefined ticket categories in your Zoho Desk setup

Setup Steps
Time: ~15 minutes

Configure Zoho Desk OAuth2 - Follow our step-by-step GitHub guide for OAuth2 credential setup
Set up OpenRouter API - Create an account and generate API keys at openrouter.ai
Customize classifications - Define your ticket categories (e.g., Technical, Billing, Feature Request, Bug Report)
Adapt the workflow - Modify for any field: status, priority, tags, assignment, or custom fields
Review API documentation - Check Zoho Desk Search API docs for advanced filtering options
Test thoroughly - Run manual triggers before automation

Note: This workflow demonstrates proper Zoho Desk API integration, including OAuth2 authentication and pagination handling—two common integration challenges.