Integrations

Integrate with Zoho Desk

April 28, 2026 | 4 min read

Integrating with Zoho Desk embeds a live support widget into your AlphaLearn learner portal. Learners can raise tickets, chat with your support team, and browse your knowledge base — all without leaving the LMS. Each learner is automatically signed in via JWT SSO, so their tickets are always linked to their account.

Prerequisites: An active Zoho Desk account with Administrator access, and Admin access to Integrations → Zoho Desk in AlphaLearn.

Step 1: Log In to Zoho Desk

Open your Zoho Desk portal and sign in as an Administrator.

Note: Use the correct regional URL for your account — desk.zoho.in for India, desk.zoho.com for US/EU, etc.

Step 2: Create or Open the ASAP Widget

  1. Go to Setup → Self Service → ASAP.
  2. Click Add Widget to create a new widget, or click an existing one to edit it.
  3. Give the widget a recognisable name (e.g. AlphaLearn Web Widget) and select the Department that will handle learner queries.

Step 3: Enable JWT Authentication and Copy the Secret Key

  1. Inside the widget, go to Secure your help widget → JWT Authentication and toggle it On.
  2. Copy the JWT Secret Key — you will need this in AlphaLearn.
Tip: If you have a separate mobile ASAP widget, repeat this step for it and keep both secret keys. If you only have one widget, use the same key for both the Web and Mobile fields in AlphaLearn.

Step 4: Copy the Web Widget Embed Script

  1. In your web ASAP widget, click Get Code.
  2. Copy the full embed snippet — this typically includes two <script> blocks. You will paste the entire snippet into the ASAP Widget Script field in AlphaLearn.
Important: Copy both <script> tags together and do not modify the script. AlphaLearn handles JWT injection automatically.

Step 5: Add Your LMS Domain as an Allowed Origin

  1. In the web widget, go to Validation for Web → Add Domain.
  2. Enter your full LMS URL, e.g. https://yourcompany.alphalearn.com.
Tip: Without this, Zoho’s CORS policy will block the widget from loading for learners.

Step 6: Copy the Mobile Encrypted App ID

If you use the AlphaLearn mobile app, open your mobile ASAP widget and copy the Encrypted App ID (it starts with edbsn…). The same ID works for both Android and iOS. AlphaLearn fetches the Org ID and Data Center automatically — you do not need to copy them.

Step 7: Configure in AlphaLearn

  1. Go to Integrations → Zoho Desk.
  2. Enter the credentials gathered in the steps above (see Field Reference below).
  3. Click Authorize with Zoho. You will be redirected to Zoho to grant API access.
  4. After approving, you are returned to AlphaLearn and the integration status changes to Connected.

Field Reference

Where to find each value required by the AlphaLearn integration form.

Portal Domain
Required
Your Zoho Desk portal URL — the address you see in the browser when logged into Zoho Desk. Example: https://yourcompany.zohodesk.in. AlphaLearn derives the Data Center and Accounts Server from this automatically.
ASAP JWT Secret Key (Web)
Required
Found in: Setup → Self Service → ASAP → [Web Widget] → Secure your help widget → JWT Authentication → JWT Secret Key
ASAP JWT Secret Key (Mobile)
Required
Found in: Setup → Self Service → ASAP → [Mobile Widget] → Secure your help widget → JWT Authentication → JWT Secret Key. If you only have one widget, use the same key as the Web field above.
ASAP Widget Script
Required
Found in: Setup → Self Service → ASAP → [Web Widget] → Get Code. Copy the complete embed snippet including both <script> blocks. Do not modify it.
Encrypted App ID
Required
Found in: Setup → Self Service → ASAP → [Mobile Widget] → Encrypted App ID. Starts with edbsn…. Works for both Android and iOS.

What Learners See

  • A Queries item appears in the learner sidebar once the integration is active.
  • Clicking it opens a Queries page with the Zoho Desk chat widget embedded in the bottom-right corner.
  • Learners are signed in automatically — no separate Zoho login is needed.
  • New learners are created as end-users in Zoho Desk on their first interaction. Returning learners see their previous ticket history.

Troubleshooting

Widget shows learner as “Guest”
Verify the JWT Secret Key in AlphaLearn exactly matches the one in Zoho Desk (copy-paste, do not retype). Confirm JWT Authentication is toggled On in the ASAP widget settings.
Widget not visible on the Queries page
Ensure your LMS domain is added under Validation for Web → Allowed Origins in the Zoho ASAP widget. Without this, Zoho blocks the script.
“Not Connected” after authorising
The Zoho OAuth redirect may have failed. Confirm you clicked Allow on the Zoho authorisation screen and try clicking Authorize with Zoho again.
Queries menu not visible to learners
The menu appears only when the integration is active. Confirm the status shows Connected in Integrations → Zoho Desk.
Mobile widget not working
Verify the Encrypted App ID (starts with edbsn…) was copied from the mobile ASAP widget, not the web widget. Also check that the mobile JWT Secret Key is correct.
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