# Set up Contact or Account Creation for Zoho Desk

Once Cloud Voice is connected to Zoho Desk, you can have unknown callers turned into Zoho Desk records without leaving the phone system. Records can be added automatically for the call types you choose, or left to your extension users to create by hand while they are on a call. Either way, callers who aren't already in the helpdesk get captured instead of slipping through.

## Before you begin

Complete the [Cloud Voice and Zoho Desk integration](/pbx/integrations/zoho-desk/integrate-cloud-voice-with-zoho-desk/) first.

## Configure record creation

1. Sign in to the PBX (Private Branch Exchange) web portal and open **Integrations > Helpdesk**.
2. On the Zoho Desk integration page, switch on **Create New Contact**.
3. Open the **Create Contact or Lead** drop-down list and choose which record type(s) unknown numbers should be saved as.

   ![Drop-down list for choosing whether unknown numbers become contacts or leads](/images/pbx/creat-lead-or-contact.png)

   - **Contacts**: Store the unknown number as a contact.
   - **Leads**: Store the unknown number as a lead.
4. In the **Create Method** section, decide how records get created.

   - To let the system add records on its own for specific call types:
   1. Select **Automatically**.
   2. Open the **Call Type** drop-down list and choose which calls trigger a new record in the helpdesk.

        ![Call Type options for automatic record creation on inbound or outbound calls](/images/pbx/select-in-or-out-to-create-new-contact.png)

        - **Inbound**: A call arriving from a number that doesn't match any existing contact, lead, or account in the helpdesk.
        - **Outbound**: A call placed to a number that doesn't match any existing contact, lead, or account in the helpdesk.

     :::caution
     Automatic creation adds a record for every unknown number on the call types you pick, including wrong numbers, robocalls, and one-time callers. To avoid filling the helpdesk with records nobody needs, choose **Manually** instead so users only save the contacts that matter.
     :::
   - To let the extension users on the call add records themselves, select **Manually**.
5. Click **Save**.

## What happens next

- With automatic creation enabled, any qualifying call to or from an unknown number produces a new contact or account in Zoho Desk.

  :::note
  Automatically created records are named with a prefix of `Automatic New Contact` or `Automatic New Account`, followed by the phone number.
  :::

  ![A newly auto-created record in the helpdesk named with the Automatic New Contact prefix and the caller's number](/images/pbx/auto-create-new-contact.png)

- With manual creation enabled, the extension users tied to the call can add the unknown number as a new contact or lead directly in the helpdesk.

  ![Adding an unknown caller as a new helpdesk record by hand during a call](/images/pbx/manually-create-hp-contact.png)

:::note
If [Contact Synchronization](/pbx/integrations/zoho-desk/set-up-contact-synchronization-from-zoho-desk/) is turned on, each new contact or account is also copied to the linked phonebook in Cloud Voice.
:::