Zoho Desk Integration Overview

Pairing Cloud Voice with Zoho Desk puts your phone system and your customer support platform on the same screen. While an agent takes a call on their extension, the caller’s profile and past call history surface inside Zoho Desk, and the integration can raise tickets from those calls on its own, cutting out the manual steps. This page walks through what you need before connecting the two systems, what the integration can do once it is live, and the vocabulary used across the setup guides.

Requirements

Your Zoho Desk subscription and your Cloud Voice system both need to meet the following.

Zoho Desk

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

Cloud Voice

• Plan: Enterprise Plan (EP) or Ultimate Plan (UP).
• Firmware: version 84.23.0.83 or later.

Caution

Both requirements are mandatory. If the subscription is not on the Enterprise Plan (EP) or Ultimate Plan (UP), or the firmware is older than 84.23.0.83, the Zoho Desk integration will not be available and the connection setup will fail. Confirm the plan and update the firmware before you start.

Key features

With the connection in place, the integration adds these capabilities.

Click to Call

Place a call on any phone number that Zoho Desk detects, using a single click through the Cloud Voice App (Web).

Note

Click to Call depends on the Cloud Voice App browser extension for Google Chrome. Install the extension and configure the Cloud Voice App (Web) to work alongside it before you use this feature.

Call Popup

When an agent who is signed in to the Cloud Voice App (Web or Desktop) receives or answers an inbound call from a Zoho Desk contact, or finishes a call with one, that contact’s profile opens automatically in the browser. Agents can also open the profile by hand from the call window at any time during a call with a help desk contact.

Call & Chat Journal

Once an agent tied to a Cloud Voice extension ends a call with a Zoho Desk contact, the call activity is logged to Zoho Desk automatically. For an external chat session where the other party’s number matches a Zoho Desk contact, the full chat transcript syncs to Zoho Desk when the session closes, whether the agent or the system ends it.

Contact Synchronization

Zoho Desk contacts are copied into the linked Cloud Voice phonebook whenever an agent takes a call from, or dials, a Zoho Desk contact.

Contact or Account Creation

For inbound or outbound calls involving a number that isn’t already on file, Cloud Voice can create a new contact or account in Zoho Desk, either automatically or on demand.

Automatic Ticket Creation

A new ticket is opened in Zoho Desk automatically for inbound and outbound calls.

Terminology

The setup guides for this integration use the following terms.

Term	Meaning
Zoho Desk administrator	A support user with admin-level access, including the super admin.
Zoho Desk user	A regular support user who is assigned tickets and works with customers to resolve their issues.
PBX extension	The extension number belonging to a Zoho Desk user. (PBX stands for Private Branch Exchange, the business phone system.) Agents register the extension on a phone or in the Cloud Voice App and use it to make and take calls.
Ticket	A support issue raised by a customer that needs to be resolved.
Contact	An end user, that is, an individual or customer who raises support tickets in Zoho Desk.
Account	The company or organization that a contact belongs to.