Operations

Gmail to Desk

Opens or updates a Desk ticket from a support Gmail mailbox.

Implement Gmail to Desk.

InterConnecta configures the published Zoho connection and adds the rules. OpenAI, Anthropic, or Gemini can run the AI step.

Talk to a specialist

Workflow

When New message in the support mailboxReply on an existing thread

View diagram

Solution

Turn support email into tickets.

The support Gmail mailbox is a second queue beside Zoho Desk.

Mail to a watched support mailbox opens or updates a Zoho Desk ticket for that sender.

Input systems

Gmail

Origin

Zoho Desk

Result

Execution path

Origin New message in the support mailbox

Reply on an existing thread

AI processing Classify the request, draft the ticket comment, and match the sender to a Desk contact. Append replies on the same thread to the open ticket. Do not create a CRM Lead. OpenAI, Anthropic, or Gemini can run this step.

Sender email
Subject
Body
Thread id

Actions

Find or create the contact
Create or update the ticket
Add the message as a comment
Leave assignment to the queue

Result Support email is a ticket thread in Zoho Desk.

How this flow runs.

01

Gmail

Starts when New message in the support mailbox, Reply on an existing thread.
02

Message

Reads Sender email, Subject, Body, Thread id.
03

Run the AI step

Classify the request, draft the ticket comment, and match the sender to a Desk contact. Append replies on the same thread to the open ticket. Do not create a CRM Lead. OpenAI, Anthropic, or Gemini can run this step.
04

Zoho Desk

Support email is a ticket thread in Zoho Desk.

Zoho modules

Tickets
Contacts

Fields updated

Ticket
Comment
Contact

Key benefits

Replies stay on the same ticket

No CRM lead

Queue assignment unchanged

Thread id prevents duplicates

Ideal for

Support teams that still receive requests in Gmail and work them in Zoho Desk.