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Explore how calls are handled and how information is synced between CloudTalk and Zoho Desk.
User level: Admin, Agent, Supervisor
Ready to configure the CloudTalk + Zoho Desk integration?
Follow the step-by-step instructions in our Configure Zoho Desk guide.

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Calling from Zoho Desk

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Make outbound calls

With Click-to-Call enabled, phone numbers in Zoho Desk become clickable, allowing agents to initiate calls directly through CloudTalk. When a phone number is clicked:
  • CloudTalk Phone opens and initiates the call.
  • The call is associated with the corresponding Zoho Desk Customer if the contact exists
Once the call ends, CloudTalk automatically creates a Zoho Desk ticket containing the call information.

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Receive inbound calls

Inbound calls are received through the CloudTalk Phone app. If the caller matches an existing Zoho Desk Customer:
  • The call will be associated with that customer
  • A Zoho Desk ticket will be created after the call
Agents can open the related Zoho Desk ticket directly from the CloudTalk contact activity.

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Call logging and data exchange

The Zoho Desk integration synchronizes contacts and automatically creates tickets based on calls and SMS activity.

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Contact Sync

CloudTalk and Zoho Desk synchronize customer records so agents can see contact details when handling calls.

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Zoho Desk → CloudTalk contact import

Customers from Zoho Desk are automatically imported into CloudTalk as contacts. If multiple Zoho Desk customers share the same phone number, email address, or name, CloudTalk merges them into a single contact. For details, see our guide: How CloudTalk Merges Contacts.

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Zoho Desk → CloudTalk contact updates

When a Zoho Desk Customer is created or updated, the corresponding CloudTalk contact is created or updated automatically. The following information can be synchronized: The following Zoho Desk fields are not synchronized with CloudTalk:
  • Tags
  • Title
  • Industry
  • Website
  • Address
  • City
  • Zip
  • State
  • Country
  • Favorite agent

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CloudTalk → Zoho Desk contact creation

When a CloudTalk contact is created or updated, the integration creates a new Zoho Desk customer if no matching record exists.
Important:
  • CloudTalk does not update existing Zoho Desk customers.
  • If a Zoho Desk customer already exists with the same phone number or email address, CloudTalk will not create a duplicate customer.

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Call Logging & Export

CloudTalk calls can automatically create tickets in Zoho Desk. Each call generates a Zoho Desk ticket containing the call details.

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Call ticket data

The following information is exported when a call ticket is created: Additional call details are included in the ticket description, such as:
  • CloudTalk number
  • Caller phone number
  • Assigned agent
  • Recording URL
  • If custom field mapping is configured, selected data can also be stored in Zoho Desk custom fields.
Zoho Desk tickets are imported into CloudTalk as contact activities.

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Ticket association

Each ticket created by CloudTalk is linked to the corresponding Zoho Desk customer. All tickets associated with a customer are displayed in CloudTalk as contact activities. Each activity includes:
  • Ticket link
  • Subject
  • Ticket status
  • Ticket type
Agents can open the Zoho Desk ticket directly from CloudTalk.

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SMS Logging

Incoming and outgoing SMS messages can also create tickets in Zoho Desk. Each SMS conversation generates a new Zoho Desk ticket.
Calls from unassociated numbersWhen a call comes from a phone number that does not match any existing contact in Zoho Desk, CloudTalk does not automatically create a new contact for it. The call is only exported when it can be linked to a known contact.
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