This article covers how to set up and use the CloudTalk + Zoho Desk integration. You’ll learn the prerequisites, authentication steps, and available customization options.
User Level:
Admin
Before you start
You need to be on a Essential, Expert, or Custom CloudTalk plan.
Have an active an active Zoho Desk account.
Be a Zoho Desk Admin.
Be a CloudTalk Admin.
Adding Zoho Desk in CloudTalk
The email address you use in CloudTalk must match exactly with the email address in your Zoho Desk account. If the emails do not match, synchronization will not work correctly.
Login to your CloudTalk Dashboard.
Go to Account > Integrations.
In the Add Integration section, find Zoho Desk and click
+ Add.Optionally, give your integration a unique name.
💡 TIP: Giving your integration a unique name can be useful for companies which have separate Zoho Desk integrations for different teams.
In the Workflow Settings section, click
New Authentication.
6. Name your integration if you wish, then click Create.
7. You’ll be redirected to your Zoho account. Login to Zoho.
8. Select your Zoho environment (this is almost always 'production').
9. Make sure that Zoho Desk is listed on the next screen and click Accept to allow CloudTalk to connect to your Zoho Desk account.
10. You’ll then be redirected back to CloudTalk, click Finish to save your Workflow settings.
11. To only log calls for specific CloudTalk numbers, add these numbers in the Connected numbers section.
12. To only log SMSs for specific CloudTalk numbers, add these numbers in the Connected numbers for SMS section.
13. At the top of the page, make sure your integration is set to Active.
14. Click Save.
Key Features of the Zoho Desk + CloudTalk Integration
Contacts
Automatically imports contacts from Zoho Desk into CloudTalk.
When multiple customers share the same phone number, email address, or name, they are merged into a single contact. For details, see our guide: How does CloudTalk Merge Contacts.
Important: CloudTalk does not update existing customers in Zoho Desk. If a Zoho Desk customer already exists with the same phone number or email address, the CloudTalk contact will not be exported to Zoho Desk.
Tickets
Zoho Desk tickets are imported into CloudTalk and displayed as contact activities.
All tickets associated with a Zoho Desk customer are linked directly to the corresponding CloudTalk contact.
Calls
CloudTalk calls automatically create tickets in Zoho Desk.
You can choose which calls are logged by specifying particular CloudTalk numbers in the Connected numbers section (see steps 10–11 of the setup guide).
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!