> ## 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.

# Configure Zoho Desk

> Learn how to connect Zoho Desk to CloudTalk and configure data synchronization

> [!NOTE]
>
> 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](https://www.cloudtalk.io/pricing)** [CloudTalk plan](https://www.cloudtalk.io/pricing).

* You have an active [Zoho Desk account](https://www.zoho.com/desk/login.html).

* 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.

## Connect Zoho Desk to CloudTalk

1. Log in to your CloudTalk [Dashboard](https://dashboard.cloudtalk.io/login).

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.

   ```text theme={"system"}
   💡 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`.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/7dc74f4acc66-zoho1.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=8e0708f0b1fa199057baaaaadbe4a02c)

6. Name your integration if you wish, then click `Create`.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/8b4e17448378-zoho2.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=14b5cf963779f78db8eeb3fd2024498f)

7. You’ll be redirected to your Zoho account. Login to Zoho.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/aea22cc88def-zoho3.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=c4eb7c3d7ab108920a5774718cb7a5f1)

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.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/2403e3ffd9c5-zoho5.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=76b65bccb7b055b18736ddae3f26e869)

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, talking time, 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**, 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.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/b5c6f80724d1-screenshot-2026-03-17-at-09-59-11.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=13a2ddf8b1a10731d14783e909a58ba3)

#### 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:

```text theme={"system"}
cf_fieldname
```

Example:

```text theme={"system"}
cf_call_id
cf_internal_number
cf_public_number
cf_call_direction
```

> [!WARNING]
>
> **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. 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.

| Toggle | What it does |
| - | - |
| **Log outbound answered calls** | Creates a ticket when an agent's outbound call is picked up |
| **Log outbound unanswered calls** | Creates a ticket when an outbound call goes unanswered |
| **Log inbound answered calls** | Creates a ticket when an agent answers an incoming call |
| **Log inbound missed calls** | Creates a ticket when an incoming call is not answered |
| **Log voicemails** | Creates a ticket when a caller leaves a voicemail |

> [!WARNING]
>
> **Tip:** If unwanted tickets are cluttering your helpdesk, start by turning off **Log inbound missed calls** and **Log outbound unanswered calls**.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/ba051d2b89bd-screenshot-2026-06-01-at-12-17-54.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=029021070da2d1cc4e1da00bd67ca078)

15. 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 **Settings > Integrations**, locate the **Zoho Desk integration**, and toggle the status from **Active** to **Inactive**.

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/6baee58f26ac-screenshot-2026-03-16-at-13-11-47.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=0bd6d60701b7c3ecd3caf20b9767e1fe)

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

![](https://mintcdn.com/cloudtalk/O5rJITGT3VgCy4bd/images/help-center/articles/6114608/8aed4aaa4354-screenshot-2025-07-03-at-11-57-50.png?fit=max\&auto=format\&n=O5rJITGT3VgCy4bd\&q=85\&s=c9e8757139397ede6582336d9aa41031)

Your Zoho Desk integration will now be removed from CloudTalk.

***

*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

- [Using Zoho Desk with CloudTalk](https://help.cloudtalk.io/en/articles/14076544-using-zoho-desk-with-cloudtalk.md)
- [Configure Zoho](https://help.cloudtalk.io/en/articles/3490662-configure-zoho.md)
- [Triggering a VoiceAgent Call from Zoho Desk](https://help.cloudtalk.io/en/articles/15442851-triggering-a-voiceagent-call-from-zoho-desk.md)


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