The Ringover integration for Zoho Desk allows you to connect your business telephony with your support platform to simplify the management of customer interactions. In this guide, you’ll learn how to link your accounts to launch activation.

Integrate Zoho Desk with Ringover

1. Enable the Zoho Desk integration

Link your accounts to allow Ringover to synchronize your call data with your Zoho tickets.

1. Go to your Integrations page in Ringover.

2. Search for and click on Zoho Desk.

3. Click on "Activate".

4. Enter your Zoho login credentials and accept the access permissions to connect your data.

What this integration allows you to do:

• One-click calling: Launch calls directly from Zoho with one click using the Chrome and Firefox extension.

• Complete call history: Your conversations are automatically logged with notes, tags, and associated transcripts.

• Message tracking: Log your SMS and WhatsApp conversations as tasks.

• Directory synchronization: Keep your Zoho contacts, leads, and accounts perfectly synced with your dialer records.

2. Configure your Zoho Desk integration

Customize the integration's behavior according to your team's needs directly from your configuration panel.

• Go back to your Ringover Dashboard, then to Integrations.

• Click on Zoho Desk to open the settings.

1. Call types: Click on "Manage call types" to choose which calls to include in your integration (incoming, outgoing, or invalid calls).

2. Include recordings in call logs : Choose which audio files to sync (all files, recordings only, voicemails only, or none).

3. Phone numbers: Select the phone numbers.

4. SMS messaging numbers: Select the SMS numbers you wish to add.

5. Whatsapp messaging numbers: Select your Whatsapp numbers. 

6. Link users with an account: Manually or automatically link your Ringover agents to their respective Zoho Desk user account.

7. Assign missed IVR calls to: Select the default user to assign calls received on your IVR that go unanswered.

8. Log internal calls: Activate this option if you want to log calls between Ringover agents.

9. Include Empower summaries and transcripts in call logs: A summary and a link to the full call transcript are added to the comments section of the activity log.

10. Include scenario name in call logs (for incoming IVR calls): Automatically log the name of your IVR for incoming calls to track the customer journey.

11. Logs display language: Select the language in which your call logs should appear in Zoho Desk.

12. IVR callback ticket tag: Add a specific tag to easily identify tickets created following an IVR callback request.

13. Use tags to update tags on ticket: Automatically synchronize your applied tags.

14. Ticket priority: Set a default priority level (low, medium, high, or none) for new tickets created via the integration.

15. Create contact for calls: Automatically create a contact card for incoming, outgoing, missed, completed, or all calls.

16. Create contact for SMS messages: Choose to automatically generate a Zoho contact for your SMS (incoming, outgoing, all, or none).

17. Create contact for WhatsApp messages: Automatically create a contact card in Zoho Desk when a new WhatsApp conversation is initiated from an unknown number.

18. Sync contacts (v4): Enable advanced two-way synchronization to harmonize your contacts in real time between Ringover and Zoho Desk.

19. Sync contacts on a call-by-call basis: If activated, your contact's details will be synced from your CRM and stored in your Ringover account only when you call them or they call you.

20. Display contact's info during call and only store their info if call-by-call basis is activated: Displays contact details on your screen during the call (data will only be saved in Ringover if call-by-call sync is enabled).

21. Tickets: Select the ticket pipeline in which to log your calls, SMS, and WhatsApp messages. Also choose whether to trigger ticket creation for certain types of calls or messages, and assign them a default status.

22. Mapped fields: Select the Zoho Desk fields you want to add to the Info section of your dialer.

3. Troubleshooting common issues

If you encounter difficulties during the installation, synchronization, or configuration of your Zoho Desk integration, follow these simple troubleshooting steps to quickly resolve the situation.

Extension installation issues

If the Ringover extension does not display or load in Zoho Desk:

1. Make sure you are using the correct integration version (Zoho_v2 for Zoho Desk).

2. Avoid activating multiple simultaneous integrations to prevent compatibility conflicts.

3. Contact Ringover support with error details and the accessed URL if the extension still does not appear.

Module does not load in the Zoho Marketplace

If the Ringover module refuses to load on Zoho's application platform:

1. Verify that your general integration between Ringover and Zoho Desk is active.

2. Confirm that you are using the correct marketplace URL (e.g., https://marketplace.zoho.com/app/desk/ringover).

3. Check that your account settings and profile permissions are correctly configured.

Automatic ticket creation issues

If your support tickets are not created automatically at the end of your calls:

1. Check that the contact concerned already exists in your Zoho Desk database.

2. Make sure the user is correctly configured and added to the Zoho Desk integration.

3. Check the format of your contacts' phone numbers (they must be entered in the correct format).

⚠️ If the issue persists, try completely deleting the current integration from your Ringover Dashboard, reinstall it, and carefully review all your configuration settings.

Data synchronization issues

If call history and data are not syncing properly between your two platforms:

1. Thoroughly review all your integration settings.

2. Remove and re-add the integration if necessary.

When contacting Ringover support to report a sync issue, remember to provide specific Call IDs to speed up diagnosis by our technical teams.

Configuration limitations

If certain configuration options (such as ticket state or status) remain inaccessible during setup:

1. Check your department and ticket status configurations directly in your Zoho Desk settings.

2. Make sure you are using the most recent version of the Ringover integration.

🎉 You now know how to activate the integration!