Zoho Desk’s PhoneBridge marketplace includes integrations with Exotel, Twilio, RingCentral, Freshcaller, Knowlarity, and several other VoIP providers. Each provider is configured in Zoho Desk’s telephony settings after obtaining API credentials from the provider.
When a customer calls the support number, Zoho Desk identifies the caller by phone number and populates the agent’s screen with the customer’s ticket history and CRM account details before the call connects. This eliminates the need to ask for identifying information at the start of every call.
Every call creates or updates a ticket in Zoho Desk with the call duration, agent notes, and recording file attached. For regulated industries in India, such as banking and insurance, this creates a complete, timestamped record of all customer communications for compliance audits.
Telephony integration connects your phone system to Zoho Desk via PhoneBridge. It enables automatic ticket creation from calls, caller history pop-ups before agents answer, call recording attachment, and click-to-call from ticket records.
Common Indian telephony providers integrated with Zoho Desk include Exotel and Knowlarity, alongside international providers like Twilio and RingCentral. All integrations are available through the PhoneBridge marketplace in Zoho Desk settings.
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