TicketZero AI - Zoho Edition

AI-Powered Automated Support Ticket Resolution for Zoho Desk

📋 Portfolio Project | This repository showcases the Zoho Desk integration of TicketZero AI.

🔒 Commercial Product | Full production version available for licensing. Contact us for enterprise deployment.

Overview

TicketZero AI for Zoho Desk is an intelligent automated support ticket resolution system that integrates seamlessly with Zoho Desk, Zoho Assist, and Microsoft Graph API. Using advanced AI/LLM technology, it autonomously processes, analyzes, and resolves common IT support tickets directly within your Zoho environment.

Architecture

Integrated Zoho Products

• Zoho Desk (Primary) - Widget in ticket detail page for lifecycle management
• Zoho Assist (Secondary) - Remote access for local machine operations
• Microsoft Graph API (External) - Azure AD / Microsoft 365 operations

How It Works

[TICKET CREATED IN ZOHO DESK]
           ↓
[LOCAL LLM ANALYZES TICKET]
  - Classifies issue type
  - Determines confidence score
  - Decides which API to call
           ↓
[BASED ON ISSUE TYPE:]
           ↓
    ┌──────┴──────┐
    ↓             ↓
[MICROSOFT    [ZOHO ASSIST
 GRAPH API]    REMOTE API]
    ↓             ↓
- Password     - Disk cleanup
- Account      - Service restart
- Licenses     - Software install
- M365 ops     - Local fixes
    ↓             ↓
    └──────┬──────┘
           ↓
[UPDATE ZOHO DESK TICKET]
  - Change status to resolved
  - Add resolution notes

Use Case Examples

Password Reset Request

"I forgot my password"
→ LLM: Classifies as password_reset (95% confidence)
→ CALLS: Microsoft Graph API
→ ACTION: Reset Azure AD password
→ UPDATES: Zoho Desk ticket with resolution

Disk Space Issue

"My disk is full"
→ LLM: Classifies as disk_cleanup (88% confidence)
→ CALLS: Zoho Assist API
→ ACTION: Remote PowerShell to clean disk
→ UPDATES: Zoho Desk ticket with results

Printer Problem

"Printer not working"
→ LLM: Classifies as printer_issue (85% confidence)
→ CALLS: Zoho Assist API
→ ACTION: Restart spooler service remotely
→ UPDATES: Zoho Desk ticket with fix details

License Assignment

"Need Office license"
→ LLM: Classifies as license_request (90% confidence)
→ CALLS: Microsoft Graph API
→ ACTION: Assign M365 license
→ UPDATES: Zoho Desk ticket with confirmation

Component Responsibilities

Local LLM (AI Engine)

• Reads and analyzes ticket text
• Classifies issue type
• Determines confidence score (0-100%)
• Chooses appropriate API endpoint

Microsoft Graph API Handler

• Password resets
• Account unlocks
• License assignments
• Group management
• All Azure AD operations

Zoho Assist API Handler

• Disk cleanup operations
• Service restarts
• Software installation
• Printer fixes
• All local machine operations

Zoho Desk API Handler

• Ticket status updates
• Resolution note creation
• Customer notifications
• Escalation management

Project Structure

ZOHO_SUBMISSION_PACKAGE/
├── 02_APP_FILES/           # Zoho marketplace app files
│   ├── app/                # Widget UI components
│   ├── api/                # Backend API handlers
│   ├── security/           # Authentication & permissions
│   └── plugin-manifest.json
├── 03_TEST_ENVIRONMENT/    # Local testing setup
├── TECHNICAL_ARCHITECTURE.html
├── COMPONENT_USAGE_MAPPING.html
└── LOCAL_TESTING_GUIDE.html

Key Features

• 🤖 Autonomous Resolution - AI-powered ticket classification and resolution
• 🔌 Multi-Platform Integration - Zoho Desk, Zoho Assist, Microsoft Graph API
• 📊 High Confidence Scoring - Only acts on high-confidence classifications
• 🔒 Secure Operations - Enterprise-grade security and permissions
• 📝 Detailed Logging - Complete audit trail of all actions
• ⚡ Real-time Updates - Instant ticket status changes and notifications

Security & Configuration

⚠️ Important Security Notes:

• All API credentials must be stored in environment variables
• Never commit .env files or hardcoded credentials to version control
• Review trial_license/crypto_utils.py and update the encryption salt before deployment
• Debug mode is disabled by default in production

See .env.example for required environment variables.

Documentation

Detailed documentation files included:

• TECHNICAL_ARCHITECTURE.html - Complete technical specifications
• COMPONENT_USAGE_MAPPING.html - Detailed component breakdown
• LOCAL_TESTING_GUIDE.html - Testing and setup instructions
• RESPONSE_TO_A_SURYA.html - Q&A and clarifications
• IMPORTANT_READ_FIRST.txt - Quick start guide

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🚀 Commercial Licensing & Deployment

This repository contains a demonstration version showcasing the architecture and capabilities of TicketZero AI for Zoho.

Production Features (Commercial Version)

• ✅ Full Zoho Desk widget integration
• ✅ Enterprise-grade security and compliance
• ✅ Priority support and SLA guarantees
• ✅ Custom workflow development
• ✅ White-label options available
• ✅ Dedicated deployment assistance
• ✅ Ongoing updates and maintenance
• ✅ Zoho Marketplace listing

Contact for Licensing

Turtles AI Lab 📧 Email: jgreenia@jandraisolutions.com 🌐 GitHub: Turtles-AI-Lab

Demo Request

Interested in seeing TicketZero AI in action with your Zoho Desk environment? Contact us to schedule a live demonstration.

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📄 License

This code is provided for portfolio and evaluation purposes only. Commercial use requires a valid license agreement.

© 2025 Turtles AI Lab. All rights reserved.