Integrate Cloud Voice with Zoho Desk

Linking Cloud Voice to Zoho Desk lets your helpdesk agents handle calls directly from their assigned extensions. Setting up the connection takes four stages: collect the authentication details from your phone system, register an application in Zoho, authorize the two systems to talk to each other, and finally map your Zoho Desk agents to Cloud Voice extensions.

What you need

Zoho Desk

• Any edition works: Free, Standard, Professional, or Enterprise.

Cloud Voice

• An Enterprise Plan (EP) or Ultimate Plan (UP) subscription.
• Firmware 84.23.0.83 or later.

Before you start

Make sure the Zoho account you plan to use has administrator rights in Zoho Desk.

Step 1: Collect authentication details from Cloud Voice

1. Sign in to the Cloud Voice web portal and open Integrations > Helpdesk.

2. Find Zoho Desk in the list and click Integrate on the right.

   

3. In the Network section, use the copy icon to save the two values below. You will paste them into Zoho when you register your application.

   

   • Homepage URL: Your phone system’s domain name. Zoho uses it to associate the application with your system.
   • Authorized Redirect URI: The endpoint Zoho sends you back to once authentication succeeds.

Step 2: Register an application with Zoho

1. Sign in to the Zoho API Console and click GET STARTED to begin adding an application.

   Tip

   Already have applications in the API console? Click ADD CLIENT in the top-right corner instead.

   

2. On the Choose a Client Type page, pick Server-based Applications.

   

3. On the Create New Client page, fill in the client details.

   

   1. Enter the following:

      • Client Name: A name for the application.

        Note

        The name can only use letters and numbers plus the _ and & characters. No other special characters are allowed.

      • Homepage URL: The Homepage URL you copied from Cloud Voice in Step 1.

      • Authorized Redirect URIs: The Authorized Redirect URI you copied from Cloud Voice in Step 1.

        Caution

        Paste both values exactly as Cloud Voice displays them, with no extra spaces and no added or removed trailing slash. A redirect URI that does not match will cause the authorization request in Step 3 to fail.

   2. Click CREATE. Zoho generates a Client ID and Client Secret. Record both values, as you will need them in the next step.

      

      Caution

      The Client Secret is a credential, so treat it like a password. Anyone who has both the Client ID and Client Secret can act as your application against your Zoho account. Store both values somewhere secure and do not share them.

Step 3: Authorize the connection

1. In the Cloud Voice web portal, go to Integrations > Helpdesk.

2. Click Integrate to the right of Zoho Desk.

3. In the Authorization section, complete these fields:

   

   • Account Server Address: Your Zoho account server URL.

     Note

     https://accounts.zoho.com is correct for most accounts, but the domain depends on the data center where you registered. For example, an account created in Europe uses https://accounts.zoho.eu.

   • Zoho Desk Address: Your Zoho Desk URL.

     Note

     https://desk.zoho.com works for most accounts, but this domain also varies by data center. A European account, for instance, uses https://desk.zoho.eu.

   • Client ID: The Client ID from your Zoho application.

   • Client Secret: The Client Secret from your Zoho application.

4. Click Save. A new browser tab opens, asking you to grant the Zoho application access to your Zoho account data.

5. Tick the disclaimer checkbox and click Accept.

   

   You are returned to the Cloud Voice configuration page, where a pop-up reports the result of the authentication.

   

6. Click OK. The Status field now reads Connected, confirming Cloud Voice is linked to Zoho Desk.

   

Step 4: Map Zoho Desk users to extensions

1. On the Zoho Desk integration page, click the refresh icon next to Zoho Desk User to pull the current list of Zoho Desk users.

   

2. Associate each Zoho Desk user with a Cloud Voice extension. You can do this automatically or by hand.

   Automatic mapping

   Use this when your users sign in to Zoho and to their extensions with the same email address. Cloud Voice matches the accounts by email.

   

   1. Click Associate Automatically.
   2. Click OK in the confirmation window.
   3. Click Save.

   Manual mapping

   Use this when a user’s Zoho account and extension use different email addresses, so the accounts must be paired by hand.

   

   1. Click the edit icon in the Extension / Extension Group field next to the Zoho user.
   2. Select the extension or extensions for that user in the pop-up.
   3. Click Confirm.
   4. Click Save.

Result

Cloud Voice and Zoho Desk are now connected, and the mapped Zoho Desk users can make and receive calls on their extensions.

What’s next

• Set up Contact Synchronization from Zoho Desk
• Set up Contact or Account Creation for Zoho Desk
• Set up Automatic Ticket Creation for Zoho Desk
• Set up Call Popup
• Use Zoho Desk Integration