Configure Zoho Desk

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Before You Start

• You are on an Essential, Expert, or Custom CloudTalk plan.
• You have an active Zoho Desk account.
• You have Admin permissions in Zoho Desk.
• You have Admin permissions 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.

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Connect Zoho Desk to CloudTalk

1. Log in to your CloudTalk Dashboard.
2. Go to Settings > Integrations.
3. In the Add Integration section, find Zoho Desk and click + Add.
4. Optionally, give your integration a unique name.
   💡 TIP: Giving your integration a unique name can be useful if your organization connects multiple Zoho Desk instances for different teams.
   
5. 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 usually 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.

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Configure custom field mapping (optional)

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How mapping works

• On the left, select a CloudTalk call field
• On the right, enter the API name of the Zoho Desk custom field. This is a free text field, which means custom fields are not loaded automatically from Zoho Desk. You need to manually enter the exact API name of the custom field as defined in your Zoho Desk account.
• Click Add a new mapping to map additional fields.

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Available CloudTalk fields

• callID
• internal_number
• public_number
• direction
• callStartTime
• callEndTime
• status
• waiting_time
• agent_email

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Using Zoho Desk custom field API names

cf_fieldname

cf_call_id
cf_internal_number
cf_public_number
cf_call_direction

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Continue setup

11. Admins can control which calls are exported to Zoho Desk. To only log calls for specific CloudTalk numbers, add these numbers in the Connected numbers section.
12. To only log SMS messages 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. Choose which call directions create tickets. By default, CloudTalk creates a Zoho Desk ticket for every call type. Use the toggles in the Call Logging section to control exactly which calls are logged.

15. Click Save.

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Disconnect or Remove the Integration