--- title: "Zoho Desk" slug: "zoho-desk" description: "Connect Zoho Desk to Voiso to enable click-to-call, screen pop, and automatic ticket creation for every call." updated: 2026-02-27T10:54:37Z published: 2026-02-27T10:54:37Z canonical: "docs.voiso.com/zoho-desk" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # 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: | Feature | Description | | --- | --- | | Click-to-call | Agents initiate calls in Zoho Desk by clicking a dialable number instead of manually dialing the number. | | Screen Pop | The contact record is automatically displayed in Zoho Desk when an agent handles a call in Voiso. | | Ticket creation | When an agent completes an inbound, manually dialed outbound, or click-to-call outbound call, Voiso automatically creates a ticket and assigns it to the agent who handled it. | ### 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](https://marketplace.zoho.com/app/desk/voiso-contact-center-for-zoho). Important Make sure phone or telephony is enabled in your Zoho Desk settings. ## Managing your integration After [connecting to Zoho](/v1/docs/crm-zoho), to manage an existing Zoho integration, navigate to **Administration > Integrations**, then click the **Zoho** tile. ### Zoho Desk tab The **Zoho** integration page **Zoho Desk** tab enables you to configure how Voiso creates tickets and contacts in Zoho Desk when calls are synced. ![Integrations Zoho Page Zoho Desk Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20Zoho%20Page%20Zoho%20Desk%20Tab.png) #### Ticket creation preferences Use the **Ticket creation preferences** section to control when Voiso creates a Zoho Desk ticket. - **Create ticket for all inbound calls** — Creates a ticket for every inbound call synced to Zoho Desk. - **Create ticket for all outbound calls** — Creates a ticket for every outbound call synced to Zoho Desk. Notes If you clear both options, Voiso does not create any Zoho Desk tickets for calls. #### Contact creation preferences Use the **Contact creation preferences** section to control whether Voiso creates contacts in Zoho Desk for callers that do not match an existing Zoho Desk contact. - **Create contact from unknown callers** — Creates a new Zoho Desk contact when the caller is not found in Zoho Desk. ## Use cases ### 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. Important Users must have the **Allow recordings download** permission set in their user profile or security access group to access the Extended Call Details page. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Zoho%20Desk%20C2C%20Masked.mp4) ### 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. Important Users must have the **Allow recordings download** permission set in their user profile or security access group to access the Extended Call Details page. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Zoho%20Desk%20Inbound%20Call%20Masked.mp4) ### Missed call When an agent is available but does not answer an inbound call, Voiso automatically creates a ticket once the caller hangs up. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Zoho%20Desk%20Missed%20Call%20Captioned.mp4) ### 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. ![CRM Zoho Desk Unanswered Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Zoho%20Desk%20Unanswered%20Call.png) Move a call through your contact center call flow to reach a destination such as an agent, a recording, or voicemail. The path a call follows in a call flow. Dialed Number Interaction Services. The dialed number associated with a call (the called number). Automatic Number Identification. A service that transmits the phone number of the caller for rapid contact identification. Also referred to as Calling Line Identification (CLID) or Caller ID (CID).