Configure data exchange between CloudTalk and Zoho Desk to ensure your data stays up to date.

User Level:

Admin

Before You Start

Before connecting Zoho Desk to CloudTalk, make sure that:

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.

Connect Zoho Desk to 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.

Log in 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 if your organization connects multiple Zoho Desk instances 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 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.

Configure custom field mapping (optional)

After completing authentication, scroll down to the Custom Field Mapping section.

CloudTalk allows you to map call data to custom fields in Zoho Desk tickets.

This lets you store call details such as call direction, duration, or call ID in structured Zoho Desk fields instead of only in the ticket description.

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, and custom fields are not loaded automatically.
Click Add a new mapping to map additional fields.

Available CloudTalk fields

You can map the following call data:

callID
internal_number
public_number
direction
callStartTime
callEndTime
status
waiting_time
agent_email

Using Zoho Desk custom field API names

Zoho Desk custom fields must be referenced using their API names, not their display names.

API names typically follow this format:

cf_fieldname

Example:

cf_call_id
cf_internal_number
cf_public_number
cf_call_direction

Important

If a field is not mapped, it will not be exported to Zoho Desk
Only successfully mapped fields are included in the ticket
Make sure the custom fields already exist in Zoho Desk before mapping
If the custom field does not exist in Zoho Desk, the value will not be stored in the ticket.

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. Click Save.

Disconnect or Remove the Integration

If you no longer want CloudTalk to synchronize data with Zoho Desk, you can disable or permanently remove the integration.

To disable the integration, go to Account > Integrations, locate the Zoho Desk integration, and toggle the status from Active to Inactive.

To delete the integration permanently, open the Zoho Desk integration settings, scroll down, click Delete Integration, and type DELETE to confirm.