Zoho Desk

Linking Zoho Desk lets Connect name callers who match a Zoho Desk contact, and raise a ticket for each inbound call once it ends.

For the CRM product, see Zoho CRM.

Linking Connect to Zoho Desk

1. On the Connect Apps screen, click Connect Zoho Desk.

2. Click Accept on the Zoho permissions screen.

3. You'll come back to Connect with Zoho Desk linked.

Caller ID and screen popping

Incoming calls are matched against your Zoho Desk contacts, so a known caller arrives with their name attached.

Matching relies on phone numbers being stored consistently in Zoho Desk. See CRM screen popping for the number format setting and how to troubleshoot it.

Ticket creation

1. When an inbound call ends, Connect raises a ticket in Zoho Desk.

2. The ticket carries the call details.

3. If no Zoho Desk contact matches the caller's number, Connect creates a placeholder contact to attach the ticket to.

Sidekick transcripts

If you also use Sidekick, transcribing a call raises a ticket in Zoho Desk holding the transcript.

1. The transcript arrives as a ticket.

2. As with call tickets, if no contact matches the transcript's phone number a new one is created.