Zoho Desk

Who should read this article: Administrators, Supervisors

Connect Zoho Desk to Voiso to enable click-to-call, screen pop, and automatic ticket creation for every call.

Zoho Desk

Voiso’s integration with Zoho Desk extends your contact center capabilities by enabling agents to place and receive calls directly within Zoho Desk. It also provides automatic ticket creation and screen pop functionality to improve response time and streamline agent workflows.

Features

The Voiso Integration app for Zoho Desk enables the following features:

Click-to-call

Agents can dial contact numbers directly from Zoho Desk by clicking any dialable number. This eliminates the need to copy and paste numbers into another application or dial manually.

Screen pop

When a call is routed to an agent, Voiso displays the associated Zoho Desk objects—such as contact records or cases—automatically.

Ticket creation

Voiso automatically creates a ticket in Zoho Desk for the following types of calls:

• Inbound calls answered by an agent
• Outbound calls (manual or click-to-call)
• Missed inbound calls
• Outbound calls that were not answered

If the caller is not yet in the Zoho contact database, Voiso creates a contact automatically.

The following fields are populated in the Zoho Desk ticket:

• subject
  • Inbound: Inbound call to {contact.lastName}
  • Outbound: Outbound call to {contact.lastName}
• description
  • Start time: {start_time}
  • Duration: {duration}
  • Disposition: {disposition}
  • CDR link: {cdr_url}
  • Call note: {call_note}
• phone
  • DNIS (for outbound calls)
  • ANI (for inbound calls)
• contactId
• departmentId
• assigneeId (the ID of the agent)

Install Voiso in Zoho Desk

Install the Voiso application from the Zoho Marketplace.

Use Case: Making an outbound call from Zoho Desk

In Zoho Desk, navigate to a contact’s record and click the phone icon in the Contact Properties panel.

Voiso will:

• Open a screen pop in Zoho Desk
• Dial the call in the Agent Panel

After the call:

1. Complete call notes and Wrap-up in Agent Panel
2. Complete additional fields in the Call Disposition screen pop in Zoho Desk
3. Click Done in the Zoho Desk screen pop

Voiso automatically creates a ticket that includes call details and a link to the call recording in the Extended Call Details page.

Use Case: Receiving an inbound call in Zoho Desk

When an inbound call is routed to an agent:

• Voiso screen pops the interaction in Zoho Desk
• The call is answered in the Agent Panel
• A ticket is automatically created in Zoho Desk

After the call:

1. Complete Wrap-up and notes in Agent Panel
2. Add any additional details in the Call Disposition screen pop in Zoho Desk
3. Click Done in Zoho Desk

Agents can click the ticket in Zoho Desk to view full call details, including a link to the call recording.

Use Case: Missed call

When an agent is available but does not answer an inbound call, Voiso automatically creates a ticket once the caller hangs up.

Use Case: Unanswered outbound call

When an agent makes an outbound call that is not answered, Voiso automatically creates a ticket in Zoho Desk after the call is terminated.