Configuring your Zoho Desk integration

The Zoho Desk integration connects Aircall to your Zoho Desk account so you can automatically log calls to Zoho Desk and display important information from Zoho Desk in your Aircall app when you make or receive calls. Setting up this integration is quick and easy. This article walks you through installing the integration and configuring its settings.

Install the integration

You can install the Zoho Desk integration from the Aircall Dashboard.

Steps:

1. Go to Aircall Admin Dashboard > Integrations > Apps.
2. Search for Zoho Desk in the All Apps section and click it.
3. Click Install App to start the install flow.

4. Click Authorize.

5. Under Select numbers, click Add numbers.
6. Select the numbers you would like to have linked to the Zoho Desk integration, then click Add numbers in the bottom right corner to continue.

8. You will be redirected to your Zoho Desk account to authorize the installation. If you are already logged in, you will be redirected to the authorization page. Otherwise, you will need to log in to your Zoho Desk account before authorizing.

9. Once you have completed these steps, your integration is active. Click Finish in the Aircall Dashboard to be directed to your Zoho Desk integration settings.

If you would like to add or remove numbers associated with your integration at any point, you can do so directly in the Aircall Dashboard. For details, please see Assigning your phone number to your integration.

Configure your integration

After you click Finish, you are directed to the page of the Aircall Dashboard where you configure your Zoho Desk integration. On this page, you will find two tabs: General and Settings.

General tab

From the General tab you can:

• Change your integration to or from Active or Inactive.
• Add a custom name for your integration.
• Add or remove the Aircall numbers you want connected to your Zoho Desk integration.
• Delete your integration.

Settings tab

After installation, it’s important to configure the settings to ensure the integration works smoothly. Please remember to click Save Changes after updating your integration settings to ensure the selected settings are saved.

Zoho Desk settings

The Zoho Desk settings section includes multiple settings you can use to manage various features.

• Contact/record creation:

Use the If a number doesn’t exist in Zoho Desk, then create setting to select which type of record is created if a number doesn’t exist in Zoho Desk. You can select:

• A new contact
• A new contact and account
• Nothing

Contacts and records are created for both calls and messages.

• Contact sync:

Enable the Sync contacts from Zoho Desk to Aircall setting to sync contacts from Zoho Desk to Aircall. When you make, send, or receive a call or message with a contact, the contact’s details are synced to Aircall.

Record lookup

Use the Record lookup setting to determine the sequence in which the integration looks up, or searches, records and objects in Zoho Desk. The default sequence is Contact, then Account. Records are looked up in Zoho Desk based on the sequence you define.

The Insight Card is also displayed based on the record lookup settings.

Conversation flow and new ticket status

With the Conversation flow settings, you can configure, based on the interaction type, whether to:

• Create a new ticket and log the call or message details
• Log the call or message details in an existing ticket
• Do not log

With the New ticket status setting, you can configure the status of a new ticket when it is created, based on the interaction type:

• Open
• On Hold
• Escalated
• Closed

For the conversation flow, if call or message details are to be logged in an existing ticket and a contact has multiple open tickets, the details are logged in the most recently updated Open, On Hold, or Escalated ticket. A new ticket is created if the existing tickets are Closed. When an existing ticket is updated, its status remains the same.

Both the Conversation flow and New ticket status settings can be used to manage calls handled by a human as well as by an AI Voice Agent (AIVA). For AIVA, specific settings are available to manage AIVA inbound and outbound calls.

Insight cards

By default, the Insight Card for a Contact shows:

• The contact’s name
• The contact owner
• The account name

The default Insight Card for an Account shows:

• The account name
• The account owner
• The email ID

Both default cards also include a link to view the contact or account details in Zoho Desk, and the number of Open tickets for the contact or account.

You can customise Insight Cards to show specific information in the Aircall Workspace app using the Insight Cards settings tab. Insight card settings are available for Contact and Account. Each Insight Card can be enabled or disabled individually, and once enabled, you can map up to 5 fields from the list of available fields.

AI entities logging

Use the AI Entities Logging setting to manage the logging of:

• Call transcription
• AI Assist insights: Call Summary, Key Topics, Sentiment, and Action Items
• AI Assist Pro insights: Playbook and Custom Summary

Enable the setting (“Yes”) or disable it (“No”). Once enabled, you can select which AI insights, including transcription, should be logged in Zoho Desk. For each AI insight, you can choose how it is logged:

Note: Insight Cards for each entity are displayed only if they are enabled in the settings. If no custom Insight Cards are enabled, the default Insight Card is displayed. Insight Cards are displayed based on the Record lookup settings, that is, for the first entity found based on the record lookup sequence.

FAQs

What happens if I skip the number selection during installation?

You can skip this step, but at least one number must be selected for call and message activity to log in Zoho Desk. You can add or remove numbers at any point directly in the Aircall Dashboard.

Why was no ticket created for a call or message?

If contact creation is disabled and no contact is found, a ticket is not created in Zoho Desk, as contact details are mandatory to create a ticket in Zoho Desk.

What is the difference between Conversation flow and New ticket status?

Conversation flow lets you choose, based on the interaction type, whether to create a new ticket and log the details, log the details in an existing ticket, or not log. New ticket status lets you choose the status of a new ticket when it is created.

Which ticket is used when a contact has several open tickets?

When details are logged in an existing ticket, they are logged in the most recently updated Open, On Hold, or Escalated ticket. A new ticket is created if the existing tickets are Closed.

Why can’t I see the AI Entities Logging settings?

If you don’t have an AI Assist or AI Assist Pro package, you will not be able to view these settings. If you only have AI Assist, you won’t be able to edit the settings related to Playbook and Custom Summary.