How to Integrate Your Zoho Desk Account with KrispCall

Integrating your Zoho Desk account with KrispCall combines your customer support and call management into a single platform. This integration unifies call and ticket management by showing call details directly in Zoho Desk.

This guide walks you through the steps to connect Zoho Desk with KrispCall, streamlining your support process for better efficiency. 

Benefits of integrating Zoho Desk with KrispCall

1. Never miss a conversation with call logs

Integrating Zoho Desk with KrispCall enables your team to automatically log all incoming and outgoing calls (answered, missed, or sent to voicemail) directly inside your Zoho Desk tickets. Every call detail, including time, duration, and status, is recorded instantly with minimal effort.

When recordings and voicemails are saved as notes, they appear as clickable links for easy access. If logged as tasks, they show in copy-paste format. This keeps all call details handy where your team manages support.

2. Keep notes synced and teams aligned

With this integration, notes are automatically synced with the related ticket even if you took them during or after a call from KrispCall. This helps agents keep track of important updates and customer feedback without worrying about manual data entry.

Your team can also edit or delete notes from KrispCall, and the changes will be reflected in Zoho Desk in real-time. This ensures that every support agent stays informed, aligned, and prepared to assist effectively whenever needed.

3. Stay updated with smart contact syncing

The integration supports both one-way and two-way contact syncing. When contacts are added or edited in Zoho Desk or KrispCall, the changes show up on both platforms instantly. This keeps your contact list clean and consistent. 

You can also upload bulk contacts using CSV files in KrispCall, and it gets synced over to Zoho Desk without duplication. This makes the onboarding process quick and hassle-free, maintaining data accuracy. 

4. Send and track SMS conversations easily

Using KrispCall’s dialer inside Zoho Desk, your team can send SMS directly to customers, even while on a call. These messages are logged in Zoho Desk under both ticket and customer views, so you never lose track of what’s been shared.

Quick SMS messages can be sent during a call to provide quick updates or confirmations. This lets support agents respond quickly and keep the conversation going without switching between different apps, improving customer experience.

5. Work smarter with KrispCall dialer

KrispCall’s dialer is built directly into Zoho Desk, allowing agents to make and receive calls from contact profiles. The customer’s number and correct country code auto-fill, so agents don’t have to enter them manually.

Agents can transfer calls to team members or any external number, whether on KrispCall or another service. This keeps calls smooth, reduces wait times, and speeds up issue resolution.

How to integrate Zoho Desk with KrispCall

Step 1: Log in to the KrispCall account and go to Settings.

Step 2: In the settings section, Integrations can be seen under APP SETTINGS, click on Integrations.

Step 3: Once you click on Integrations, you will find a variety of tools and CRMs that you can integrate with KrispCall. To connect Zoho Desk, search for ‘Zoho Desk’ and click the 'Connect' button below Zoho Desk.

Step 4: After clicking the Connect button, you will be redirected to Zoho Desk’s authorization page.

Step 5: Click the ‘Accept’ button, and the ‘Integration successful!’ message will appear in your KrispCall dashboard. Zoho Desk will then be displayed under active integrations.

Manage member integration settings by the admin/owner

1. Ensure members have integrated Zoho Desk accounts.
2. The admin/owner can view member integrations and make changes to members' account settings.

3. Members cannot view admin/owner integrations.
4. Member's settings changes don’t affect Admin/Owner’s settings.
5. Admin/Owner setting changes don’t affect members' settings.            

Integration Settings 

After the successful integration of Zoho Desk, users can enable or disable different settings. In the first step, users can either edit or delete the integration.

To delete the active integration, click on the 3 dots and choose the delete option.

After the delete is successful, the “Integration status updated successfully” message pops up. 

To edit the integration, click the three dots and select the Edit option. 

The edit option provides various settings options, allowing users to make changes according to their requirements.

General Settings

General settings is the first setting option, where three additional settings options are available. All the toggle buttons on the general settings will be on by default.

• Create new contacts for calls: This button helps in one-way contact sync if the toggle is on i.e., the contact created in KrispCall gets synced to Zoho Desk. If the toggle is off then the contacts won’t be synced.

• Contacts 2-way sync: This button helps in 2-way contact sync if the toggle is on, i.e., the contacts created in Zoho Desk get synced to KrispCall. If the toggle is off, then the contact won’t be synced. This button also helps in initial sync, i.e., if there are previous contacts either in KrispCall or Zoho Desk, then by toggling this button, the contacts get synced to both sides.

• Notes logging: This option helps to sync notes to Zoho Desk, which are created/edited/deleted from the conversation box or during the call. Toggling off this button won’t sync notes to Zoho Desk..

Workflow Settings

The workflow setting is present right after the general settings. All the options under workflow settings are set to Tickets at first. Users can click on the settings and change them as per their requirements.

1. Log incoming answered calls as Tickets/Disabled: By enabling the setting as Tickets, the incoming answered calls will be synced to tickets of Zoho Desk. By enabling the setting as Disabled, the incoming answered calls will not be synced to Zoho Desk.

2. Log incoming unanswered calls as Tickets/Disabled: By enabling the setting as Tickets, the incoming unanswered calls will be synced to tickets of Zoho Desk. By enabling the setting as Disabled, the incoming unanswered calls will not be synced to Zoho Desk.

3. Log outgoing answered calls as Tickets/Disabled: By enabling the setting as Tickets, the outgoing answered calls will be synced to Tickets of Zoho Desk. By enabling the setting as Disabled, the outgoing answered calls will not be synced to Zoho Desk.

4. Log outgoing unanswered calls as Tickets/Disabled: By enabling the setting as Tickets, the outgoing unanswered calls will be synced to tickets of Zoho Desk. By enabling the setting as Disabled, the outgoing unanswered calls will not be synced to Zoho Desk.

5. Log voicemail as Tickets/Disabled: By enabling the settings as Tickets, the voicemail log will be synced to tickets of Zoho Desk. By enabling the setting as Disabled, the voicemail log will not be synced to Zoho Desk.

6. Log incoming SMS as Tickets/Disabled: Enabling the setting as Tickets will sync the incoming SMS to tickets of Zoho Desk. However, it will not sync if the setting is disabled.   

7. Log outgoing SMS as Tickets/Disabled: Enabling the setting as Activities will sync the outgoing SMS to tickets of Zoho Desk. However, it will not sync if the setting is disabled.  

8. Track logs for department: Enabling the setting as [your customizable department/function name] would allow users to select their desired departments/functions for which syncing is possible under tickets in Zoho Desk. However, it will not sync if the setting is disabled.

Connected Numbers

The connected numbers setting is present after the workflow settings. Two options are available under the connected numbers settings. 

1. Log phone calls for these phone numbers: In this option, the list of numbers available in the channel will be selected by default at the time of integration. 

2. Log sms for these phone numbers:  In this option, the list of numbers available in the channel will be selected by default at the time of integration. This setting is used to ensure the log of SMS for the selected numbers to be synced at Zoho Desk.

If the user purchases the number after integration, then they need to add the number manually to the connected numbers.

Note: If no numbers are selected, the call logs/SMS will not be synced in Zoho Desk.

Updated on: 08/07/2025