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
Section titled “Before you begin”Complete the Cloud Voice and Zoho Desk integration first.
Configure record creation
Section titled “Configure record creation”-
Sign in to the PBX (Private Branch Exchange) web portal and open Integrations > Helpdesk.
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On the Zoho Desk integration page, switch on Create New Contact.
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Open the Create Contact or Lead drop-down list and choose which record type(s) unknown numbers should be saved as.
- Contacts: Store the unknown number as a contact.
- Leads: Store the unknown number as a lead.
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In the Create Method section, decide how records get created.
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To let the system add records on its own for specific call types:
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Select Automatically.
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Open the Call Type drop-down list and choose which calls trigger a new record in the helpdesk.
- 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.
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To let the extension users on the call add records themselves, select Manually.
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Click Save.
What happens next
Section titled “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.
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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.
