Zoho Desk integrates with telephony providers such as Zoho PhoneBridge, Twilio, RingCentral, and Exotel. When a customer calls the support number, the system creates a ticket, identifies the customer from their phone number, and presents the agent with the customer’s history before the call connects.
Every call creates or updates a ticket. Agents can add call notes, set follow-up tasks, and record the call outcome from within Zoho Desk. Call recordings are attached to the ticket for quality review and dispute resolution.
Agents can initiate outbound calls directly from a ticket in Zoho Desk by clicking on the customer’s phone number. The call is logged, timed, and attached to the ticket, providing a complete interaction history.
The phone channel integrates telephony providers with Zoho Desk so that support calls are automatically logged as tickets. Agents see customer history before calls connect, and recordings are saved to the ticket.
Zoho Desk supports several providers including Zoho PhoneBridge, Twilio, RingCentral, Exotel, and others via the PhoneBridge marketplace. The integration is configured in the channel settings.
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