Integrate with Zoho Desk

The Zoho Desk integration embeds a live support widget into your AlphaLearn Trainee portal. Trainees can raise tickets, chat with your support team, and browse the knowledge base — all without leaving the LMS. Each trainee is automatically logged in using JWT SSO, so their tickets are always linked to their account.

Prerequisites

  • An active Zoho Desk account with Administrator access.
  • AlphaLearn Admin access to Settings → Integrations → Zoho Desk.
  • Your AlphaLearn LMS domain URL (e.g. https://yourcompany.alphalearn.com).

Setup Guide

  1. 1

    Log in to Zoho Desk as Administrator

    Open your Zoho Desk portal and sign in with an Administrator account.

    desk.zoho.in→Sign In

    Note: Make sure you are using the correct regional URL for your account — desk.zoho.in for India, desk.zoho.com for US/EU, etc.

  2. 2

    Navigate to the ASAP Widget Settings

    From the top menu, go to Setup, then navigate to:

    Setup→Self Service→ASAP

    Click Add Widget to create a new widget, or click an existing widget to edit it.

    • Give the widget a recognisable name (e.g. AlphaLearn Web Widget).
    • Select the Department that will handle trainee queries.

  3. 3

    Enable JWT Authentication & Copy the JWT Secret Key

    Inside the widget settings, find the “Secure your help widget” section:

    Widget Settings→Secure your help widget→JWT Authentication→Enable

    • Toggle JWT Authentication to On.
    • Copy the JWT Secret Key shown — you will need this for the AlphaLearn form.
    Tip: If you have a separate mobile ASAP widget, repeat this step for that widget and keep both secret keys handy. If you only have one widget, use the same secret key for both Web and Mobile fields.

  4. 4

    Copy the Web Widget Embed Script

    Still inside your web ASAP widget, click Get Code:

    Web Widget Settings→Get Code

    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. Do not modify the script — AlphaLearn handles JWT injection automatically.

  5. 5

    Add Your LMS Domain as an Allowed Origin

    To allow the widget to load inside your LMS, add your AlphaLearn domain to the allowed origins list:

    Web Widget Settings→Validation for Web→Add Domain

    Enter your full LMS URL, for example: https://yourcompany.alphalearn.com

    Tip: Without adding the allowed origin, the widget will be blocked by Zoho’s CORS policy and will not load for trainees.

  6. 6

    Copy the Mobile Encrypted App ID (for Mobile SDK)

    If you use the AlphaLearn mobile app, open your mobile ASAP widget and copy the Encrypted App ID:

    Setup→Self Service→ASAP→Mobile Widget→Encrypted App ID

    • The Encrypted App ID typically starts with edbsn….
    • The Org ID and Data Center are fetched automatically by AlphaLearn — you do not need to copy them.
    • The same App ID works for both iOS and Android.

  7. 7

    Fill in the AlphaLearn Integration Form & Authorize

    In AlphaLearn, navigate to:

    Admin Panel→Settings→Integrations→Zoho Desk

    Enter the credentials you gathered in the steps above. See the Field Reference below for details on each field.

    Click Authorize with Zoho. You will be redirected to Zoho to grant API access. After approving, you are returned to AlphaLearn and the integration status changes to • Connected.

Field Reference

Every field shown in the AlphaLearn Zoho Desk integration form is explained below, including where to find the value in Zoho Desk.

Portal DomainRequired

Your Zoho Desk Help Center subdomain URL. This is the base URL you use to access your Zoho Desk portal.

Example: https://yourcompany.zohodesk.in

Where to find it:
It is the URL in your browser when you are logged into Zoho Desk. AlphaLearn automatically derives the Data Center and Accounts Server from this URL — you do not need to enter them separately.

ASAP JWT Secret Key (Web)Required

The secret key used to sign JWT tokens for web widget authentication. This ensures each trainee is securely identified in the Zoho Desk widget.

Where to find it:

Zoho Desk→Setup→Self Service→ASAP→[Your Web Widget]→Secure your help widget→JWT Authentication→JWT Secret Key

ASAP JWT Secret Key (Mobile)Required

The secret key for mobile widget JWT authentication. Used by the AlphaLearn mobile app to authenticate trainees in the Zoho Desk mobile SDK.

Where to find it:

Zoho Desk→Setup→Self Service→ASAP→[Your Mobile Widget]→Secure your help widget→JWT Authentication→JWT Secret Key

Tip: If you only have one ASAP widget, use the same JWT Secret Key for both Web and Mobile fields.

ASAP Widget ScriptRequired

The full JavaScript embed code for your Zoho Desk web widget. AlphaLearn injects this script on the Trainee Queries page and handles JWT login automatically.

Where to find it:

Zoho Desk→Setup→Self Service→ASAP→[Your Web Widget]→Get Code

Important: Copy the complete embed snippet including both <script> blocks. Do not remove or modify any part of the script.

Encrypted App IDRequired

The auto-generated App ID for the Zoho Desk ASAP mobile SDK. Used by the AlphaLearn iOS and Android apps to embed the Zoho Desk widget.

Format: Begins with edbsn…

Where to find it:

Zoho Desk→Setup→Self Service→ASAP→[Your Mobile Widget]→Encrypted App ID

The Org ID and Data Center are fetched and derived automatically — you do not need to enter them.

After Connecting

Once connected, the integration status shows • Connected and • Authorized.

What trainees see

  • Trainees see a Queries menu item in the sidebar.
  • Clicking it opens a dedicated Queries page with a support card and the Zoho Desk chat widget in the bottom-right corner.
  • Trainees are automatically logged in to the widget using their AlphaLearn account — no separate Zoho login is required.
  • New trainees are automatically created as end-users in Zoho Desk on their first interaction.
  • Existing trainees see their previous tickets when they return.

Editing the integration

To update any field after connecting, go to Integrations → Zoho Desk and edit the values in the Connection Details card, then click Re-Authorize with Zoho Desk to apply the changes.

Troubleshooting

Issue What to Check
Widget shows trainee as “Guest” Verify the JWT Secret Key entered in AlphaLearn exactly matches the one in Zoho Desk (copy-paste — do not retype). Also confirm JWT Authentication is toggled On in the Zoho ASAP widget settings.
Widget not visible on Queries page Ensure your LMS domain has been added under Validation for Web → Allowed Origins in the Zoho ASAP widget settings. Without this, Zoho blocks the script.
Switching users shows previous user’s tickets This is a browser session cache issue that AlphaLearn handles automatically by logging out the widget before each login. If it persists, ask the trainee to do a hard refresh (Ctrl + Shift + R).
“Not Connected” after authorization The Zoho OAuth redirect may have failed. Ensure you clicked Allow on the Zoho authorization screen. Try clicking Authorize with Zoho again.
Queries menu not visible to trainees The menu is shown only when the Zoho Desk integration is active. Confirm the integration status is • Connected in AlphaLearn Admin.
Mobile widget not working Verify the Encrypted App ID (starts with edbsn…) was copied from the mobile ASAP widget, not the web widget. Check that the mobile JWT Secret Key is also correct.