> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Using Zoho Desk with CloudTalk

> Learn how calls and customer data are synced between CloudTalk and Zoho Desk

> [!NOTE]
>
> Explore how calls are handled and how information is synced between CloudTalk and Zoho Desk.

**User level:** Admin, Agent, Supervisor

***

> [!WARNING]
>
> **Ready to configure the CloudTalk + Zoho Desk integration?**\
> Follow the step-by-step instructions in our [Configure Zoho Desk](https://help.cloudtalk.io/en/articles/6114608-configure-zoho-desk.md) guide.

## Calling from Zoho Desk

### Make outbound calls

With [Click-to-Call](https://help.cloudtalk.io/en/articles/2964244-the-click-to-call-extension.md) 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.

### 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.

## Call logging and data exchange

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

### Contact Sync

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

#### 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.](https://help.cloudtalk.io/en/articles/5639498-contact-merging.md)

#### 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:

| **CloudTalk Contact** | **Zoho Desk Customer** |
| - | - |
| Name | First name + Last name |
| Contact link | Link to Zoho Desk contact profile |
| Phones | Phone / Mobile phone |
| Emails | Email / Secondary email |
| Company | Account Name |

The following Zoho Desk fields are **not synchronized** with CloudTalk:

* Tags

* Title

* Industry

* Website

* Address

* City

* Zip

* State

* Country

* Favorite agent

#### 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.

> [!WARNING]
>
> **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**.

## Call Logging & Export

CloudTalk calls can automatically create **tickets in Zoho Desk**.

Each call generates a Zoho Desk ticket containing the call details.

### Call ticket data

The following information is exported when a call ticket is created:

| **CloudTalk Call** | **Zoho Desk Ticket** |
| - | - |
| Contact | Customer |
| Call type (e.g. answered, missed) | Subject (e.g. “Outbound Answered call”) |
| Direction | Direction |
| Call status | Ticket status (e.g. Open) |
| Duration | Duration |
| Call time | Ticket timestamp |

Additional call details are included in the ticket description, such as:

* CloudTalk number

* Caller phone number

* Assigned agent

* Recording URL

* If [custom field mapping](https://help.cloudtalk.io/en/articles/6114608-configure-zoho-desk.md#:~:text=Workflow%20settings.-,Configure%20custom%20field%20mapping%20\(optional\),-After%20completing%20authentication) is configured, selected data can also be stored in Zoho Desk custom fields.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14076544/c8eb8584f0b3-screenshot-2026-03-17-at-11-04-04.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=dbfdb1691c2824ee68ff1ee8f39765b3)

Zoho Desk tickets are imported into CloudTalk as contact activities.

#### 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.

## SMS Logging

Incoming and outgoing **SMS messages** can also create tickets in Zoho Desk.

Each SMS conversation generates a **new Zoho Desk ticket**.

> [!TIP]
>
> **Calls from unassociated numbers**
>
> When 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.

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Configure Zoho Desk](https://help.cloudtalk.io/en/articles/6114608-configure-zoho-desk.md)
- [Using CloudTalk with Zoho](https://help.cloudtalk.io/en/articles/5375783-using-cloudtalk-with-zoho.md)
- [Using Zoho CRM with Campaign Dialers](https://help.cloudtalk.io/en/articles/11503460-using-zoho-crm-with-campaign-dialers.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.