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User experienced months of back-and-forth with Zoho CRM support for a custom OAuth 2.0 integration. Issues included long delays, repeated requests for the same information, support agents lacking basic technical knowledge (e.g., Client ID, Redirect URI), and difficulty escalating to developers or subject matter experts. The user requests that technically complex tickets be handled by experts from the beginning, proper internal escalation, and internal investigation rather than relying solely on customer reproduction.
I wanted to share my experience working with Zoho CRM support over the past few months, specifically around setting up a custom connection using OAuth 2.0 with PKCE. We initially opened a support ticket back in November regarding an issue where the authentication flow was not working as expected. After multiple meetings and providing detailed technical information and screen recordings, it became apparent that the implementation on Zoho’s side might not be properly configured. After investing significant time explaining the setup, I received a response **a month later** asking for documentation. Unfortunately, there was no meaningful follow-up for several months. Each time I checked in, the response was along the lines of *“our concerned team is working on it.”* Now, fast forward to March 2026, and the support team has asked to schedule another meeting to **re-collect the same details**. To make matters more challenging, the assigned support agent did not seem familiar with basic OAuth concepts such as Client ID or Redirect URI. I requested to speak directly with a developer or someone with deeper technical expertise, but was told that developers can only join via remote sessions. Additionally, I’ve been asked to replicate the issue using Postman, which is not straightforward in this case because the third-party service requires updating the redirect URI repeatedly. Now, they are suggesting bringing the third-party service team onto a call to troubleshoot. At this point, it raises a few concerns: * Why are technically complex tickets not handled by subject matter experts from the beginning? * Why is there repeated collection of the same information instead of proper internal escalation? * Why does the troubleshooting approach rely so heavily on the customer reproducing everything, rather than internal investigation? I understand that integrations can be complex, but the lack of continuity, technical understanding, and timely follow-up has made this process extremely inefficient. Has anyone else experienced similar challenges with Zoho support on advanced integrations?