slug: zoho
provider: Zoho
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Software & Technology
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 31
edges:
- tag: Ticket
  spec_file: zoho-ticket-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.92
  evidence: GET /api/v1/tickets/{ticketId}/resolution  Get ticket resolution; POST /api/v1/tickets/{ticketId}/merge  Merge
    two tickets
  reason: 'Core help-desk ticket lifecycle: creation, resolution, merge, move, spam handling, agent ticket
    counts. This is inbound customer contact capture, routing and resolution.'
- tag: Leads
  spec_file: zoho-leads-api-openapi.yml
  capability_id: BC-410.30
  capability_id_l1: BC-410
  capability_name: Opportunity & Pipeline Management
  confidence: 0.9
  evidence: 'POST /Leads/{leadId}/actions/convert  convertLead  Convert a Lead; schemas: DealConversion'
  reason: Lead conversion (including mass convert) into deals — clearly lead/opportunity lifecycle management
    in CRM. Title 'Helpcenter' is unreliable per the operations.
- tag: SubjectAccessRequest
  spec_file: zoho-subjectaccessrequest-api-openapi.yml
  capability_id: BC-130.50
  capability_id_l1: BC-130
  capability_name: Privacy & Data Protection Management
  confidence: 0.9
  evidence: POST /api/v1/subjectAccessRequests/exportAll  Export all subject data from Zoho Desk; POST
    /api/v1/subjectAccessRequests/eraseAll  Erase all subject data
  reason: Data subject access/erasure requests are the operational core of GDPR-style Privacy & Data Protection
    Management.
- tag: Metadata APIs
  spec_file: zoho-metadata-apis-api-openapi.yml
  capability_id: BC-610.50
  capability_id_l1: BC-610
  capability_name: Analytics & BI Management
  confidence: 0.85
  evidence: Metadata APIs are used to fetch information about the reporting Workspaces, tables, reports,
    and dashboards created in Zoho Analytics.
  reason: Explicitly a BI platform surface exposing workspaces, views, reports and dashboards metadata,
    which realises Analytics & BI delivery.
- tag: Thread
  spec_file: zoho-thread-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.85
  evidence: POST /api/v1/tickets/{ticketId}/sendReply  Send Email Reply; schemas faceBookThreadResponse,
    twitterThreadResponse
  reason: Multi-channel reply threads (email, Facebook, Twitter, forums) on support tickets — inbound
    contact handling and response, i.e. customer inquiry management in a help-desk product.
- tag: Article
  spec_file: zoho-article-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.82
  evidence: POST /api/v1/articles  createArticle  Create an article; GET /api/v1/tickets/{ticketId}/articleSuggestion  suggestArticlesForTicket  Suggest
    relevant articles for ticket
  reason: Knowledge-base article authoring and suggestion in a help-centre product — self-service knowledge
    management for customer service.
- tag: CommunityTopic
  spec_file: zoho-communitytopic-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.8
  evidence: '"List forum topics", "Add community topic", "Approve topics", "List all community topic followers"'
  reason: Full lifecycle of customer forum topics — the self-service/community support channel of the
    help-desk.
- tag: Embed APIs
  spec_file: zoho-embed-apis-api-openapi.yml
  capability_id: BC-610.50
  capability_id_l1: BC-610
  capability_name: Analytics & BI Management
  confidence: 0.8
  evidence: Embed APIs let you dynamically integrate Zoho Analytics reports and dashboards into your websites
    and applications; GET /restapi/v2/workspaces/{workspace-id}/views/{view-id}/publish/embed
  reason: Operations publish and share Zoho Analytics views, dashboards and slideshows (public URL, private
    link, publish configuration) — delivery of reporting/BI content, i.e. Analytics & BI Management. Some
    residual doubt because the surface is specifically publishing/embedding mechanics.
- tag: Finance
  spec_file: zoho-finance-api-openapi.yml
  capability_id: BC-200.30
  capability_id_l1: BC-200
  capability_name: Accounts Receivable Management
  confidence: 0.8
  evidence: GET /api/v1/zohoFinance/{financeService}/invoices  List invoices; POST .../invoices/markAsSent  MarkAllInvoicesSent;
    PATCH .../invoices/{id}  Update invoice status
  reason: Operations read and update customer invoices and estimates and mark invoices as sent — customer
    invoicing, i.e. Accounts Receivable Management. Slight ambiguity as estimates lean toward quoting,
    but invoices dominate the surface.
- tag: Modeling APIs
  spec_file: zoho-modeling-apis-api-openapi.yml
  capability_id: BC-610.50
  capability_id_l1: BC-610
  capability_name: Analytics & BI Management
  confidence: 0.8
  evidence: Modeling APIs manage workspaces, views, columns, and folders ... POST /restapi/v2/workspaces/{workspace-id}/reports  createReport  Create
    Report
  reason: Creation and maintenance of analytics workspaces, tables, query tables and reports in Zoho Analytics
    — BI content delivery; some overlap with data architecture modelling hence not maximal confidence.
- tag: Profile
  spec_file: zoho-profile-api-openapi.yml
  capability_id: BC-620.20
  capability_id_l1: BC-620
  capability_name: Identity & Access Management
  confidence: 0.8
  evidence: 'GET /api/v1/myProfilePermissions  getMyProfilePermissions; schemas: agentsPermissionJson,
    contactsPermissionJson, productsPermissionJson'
  reason: Profiles here are permission sets granting agents rights across modules, cloned/assigned and
    queried for permissions — access management, not HR profiles.
- tag: Webhook
  spec_file: zoho-webhook-api-openapi.yml
  capability_id: BC-4270.80
  capability_id_l1: BC-4270
  capability_name: Webhook & Event Subscription Management
  confidence: 0.8
  evidence: POST /api/v1/webhooks  createWebhook  Create webhook
  reason: Full lifecycle management of outbound webhook subscriptions, matching Webhook & Event Subscription
    Management.
- tag: Community
  spec_file: zoho-community-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.78
  evidence: '"Trash community topic", "Lock community topic", "Topic voters trend"'
  reason: Support community/forum topic moderation is a self-service support channel (knowledge sharing
    with customers) within customer service management.
- tag: DashboardMetrics
  spec_file: zoho-dashboardmetrics-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.78
  evidence: '"Get unresolved tickets count", "List resolution times", "Get total response count"'
  reason: Operations return support-desk ticket volume, resolution and response-time metrics — operational
    reporting over customer service handling. L1 only since it spans inquiry handling and contact-centre
    operations reporting.
- tag: ArticleTranslation
  spec_file: zoho-articletranslation-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.75
  evidence: POST /api/v1/articles/{articleId}/translations  createArticleTranslation  Add translation;
    GET /api/v1/articleTranslations/search  searchArticleTranslations
  reason: Localised versions of help-centre knowledge-base articles with like/dislike and permalink handling
    — knowledge base / self-service content management.
- tag: CommunityCategory
  spec_file: zoho-communitycategory-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.75
  evidence: '"Disable community category or forum", "List followers of community category or forum"'
  reason: Forum/category structure for the customer self-service community in a help-desk product.
- tag: CommunityComment
  spec_file: zoho-communitycomment-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.75
  evidence: '"List comments pending moderation", "Approve community topic comments", "Report topic comment
    as spam"'
  reason: Moderation and management of customer forum discussion — self-service support community operations.
- tag: KBRootCategory
  spec_file: zoho-kbrootcategory-api-openapi.yml
  capability_id: BC-830.20
  capability_id_l1: BC-830
  capability_name: Knowledge Curation & Taxonomy Management
  confidence: 0.75
  evidence: GET /api/v1/kbRootCategories/{rootCategoryId}/categoryTree  getKBRootCategoryTree  Get a category
    tree; POST .../reviewOwners/add  Add review owner
  reason: KB (knowledge base) root category taxonomy management with category trees, moderators and review
    owners — knowledge curation and taxonomy management. Could also be read as help-centre self-service,
    but the operations are specifically about structuring and governing knowledge content taxonomy.
- tag: NewTicketHistory
  spec_file: zoho-newtickethistory-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.75
  evidence: GET /api/v1/tickets/{ticketId}/History  getTicketHistory  Get ticket history
  reason: Support ticket history retrieval in a help desk product, supporting inbound contact handling
    and resolution tracking; single read-only operation limits confidence on the sub-capability.
- tag: TicketTag
  spec_file: zoho-tickettag-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.75
  evidence: POST /api/v1/tickets/{ticketId}/associateTag  associateTicketTags  Associate Ticket Tags;
    GET /api/v1/tags/{tagId}/tickets  getTicketsByTag
  reason: Tagging and retrieval of support tickets by tag — categorisation of inbound customer contacts
    in a helpdesk, part of inquiry handling and routing.
- tag: AgentPresence
  spec_file: zoho-agentpresence-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.72
  evidence: GET /api/v1/onlineAgents  getOnlineAgents  Get Online Agents; GET /api/v1/agentAvailabilityConfig  getConfig  Get
    Agent Availability Configuration
  reason: Availability/presence of support agents drives routing and workforce management in a service
    desk, which is contact-centre operations.
- tag: Call
  spec_file: zoho-call-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.72
  evidence: '"List calls by ticket", "Clear live call mapping from an activity", "Delete spam calls"'
  reason: Calls here are support-desk call activity records tied to tickets — inbound customer contact
    handling in a help-desk, i.e. customer service; ambiguous between inquiry management and contact-centre
    operations so no L2.
- tag: TicketTemplate
  spec_file: zoho-tickettemplate-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.72
  evidence: POST /api/v1/ticketTemplates  createTicketTemplate  Create ticket template
  reason: CRUD over ticket templates used to standardise support ticket creation in the helpdesk; squarely
    customer service inquiry management rather than a generic technical surface.
- tag: Account
  spec_file: zoho-account-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.7
  evidence: POST /api/v1/accounts/{accountId}/merge  mergeAccounts; GET /api/v1/contacts/{contactId}/accounts  List
    accounts of contact; GET /api/v1/accounts/{accountId}/tickets  List tickets by account
  reason: Accounts here are customer company master records in Zoho Desk, with create/update, merge and
    contact linkage - i.e. customer master data and identity resolution. Not an accounting 'account'.
- tag: AccountDeduplication
  spec_file: zoho-accountdeduplication-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.7
  evidence: GET /api/v1/groupAccountDuplicateValues  listGroupedDuplicateAccounts  List duplicate accounts;
    Set default field for account deduplication
  reason: Detecting and configuring deduplication of customer account records is identity resolution /
    golden-record work within Customer Data Management.
- tag: ArticleFeedback
  spec_file: zoho-articlefeedback-api-openapi.yml
  capability_id: BC-430
  capability_id_l1: BC-430
  capability_name: Customer Service Management
  confidence: 0.7
  evidence: POST /api/v1/articleFeedbacks/{feedbackId}/addAsTicket  convertFeedbackToTicket  Convert feedback
    comment into ticket
  reason: Reader feedback on help-centre knowledge articles, convertible into support tickets — clearly
    customer-service domain, but it straddles self-service knowledge management and customer feedback,
    so only the L1 is asserted.
- tag: Helpcenter
  spec_file: zoho-help-center-api-openapi.yml
  reanchored_from: zoho-helpcenter-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.7
  evidence: GET /api/v1/helpCenters getAllHelpCenters 'List help centers'; POST .../sitemaps 'Update Helpcenter
    sitemaps'
  reason: The help centre is Zoho Desk's customer-facing self-service portal (knowledge base + sitemaps),
    so managing help centres realises Self-Service Management; some ambiguity as operations are largely
    configuration.
- tag: Role
  spec_file: zoho-role-api-openapi.yml
  capability_id: BC-620.20
  capability_id_l1: BC-620
  capability_name: Identity & Access Management
  confidence: 0.7
  evidence: GET /api/v1/roles/{roleId}/agents  getAgentsByRole  List agents by role; POST /api/v1/roles  addRole  Create
    role
  reason: Role definition and assignment of agents to roles governs data access in the help desk, which
    is identity and access administration rather than HR job architecture.
- tag: Skill
  spec_file: zoho-skill-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.7
  evidence: POST /api/v1/tickets/{ticketId}/executeSkillbasedAssignment  Execute Skill Based Assignment;
    POST /api/v1/agents/{agentId}/mapSkills
  reason: Skills here are help-desk agent skills used to route/assign tickets — support-contact routing,
    i.e. Customer Inquiry Management. Not HR competency management.
- tag: TicketFollowers
  spec_file: zoho-ticketfollowers-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.7
  evidence: POST /api/v1/tickets/{ticketId}/addFollowers  addTicketFollowers  Add ticket followers
  reason: Operations manage followers on support tickets in Zoho Desk's help-centre ticketing surface,
    i.e. collaboration on inbound customer inquiries. L1 customer service is clear; the inquiry-handling
    sub-capability is the closest fit though 'followers' is a collaboration detail.
- tag: User Management APIs
  spec_file: zoho-user-management-apis-api-openapi.yml
  capability_id: BC-620.20
  capability_id_l1: BC-620
  capability_name: Identity & Access Management
  confidence: 0.7
  evidence: Manage User APIs allow you to add, remove, activate, or deactivate users in your Zoho Analytics
    organization programmatically; PUT /restapi/v2/users/role  changeUserRole
  reason: Provisioning, deprovisioning, activation and role assignment of organisation and workspace users
    — user account and access administration.