Once you've configured your Zoho Desk integration, it's important to know how your calls are logged into Zoho Desk.
You'll find below certain steps to follow to make sure calls are being logged correctly.
1- Receiving and making calls
When receiving or making a call on your Aircall app, you will get the notification pop-up (pictured below) in Zoho Desk. This will appear in the lower right-hand corner of your screen and display the caller's name, (if it's a registered contact in Zoho Desk) and the caller's number.
2- Logging calls in Zoho Desk
Once you answer a call, you'll see the pop-up window pictured below.
Please note that currently, you can only answer the call from the Aircall app and not in the Zoho Desk pop-up notification.
In order to log an incoming or outgoing call and create a ticket in Zoho Desk, you must click on Add Tickets in the notification pop-up window and you'll be redirected to the ticket creation page shown below.
On this page, you can enter all the required contact information and change the ticket owner if needed as, by default, tickets will be assigned to the administrator who created the integration. Finally, don't forget to click on Submit and Associate to create the ticket and log the call.
All call tickets created will be logged in Zoho Desk under Tickets and directly under the contact's page. If you have activated call recording on your number, as soon as you end a call, the recording will also be added to the created ticket.
Please note that at the moment, comments and tags will not be synced from the Aircall app and Zoho Desk. They must be added in Zoho Desk in order to appear in the ticket.
If you need further assistance you can always contact our Support Team, we will be more than happy to help!