Set up Contact or Account Creation for Zoho Desk

After integrating Yeastar P-Series Cloud Edition with Zoho Desk, you can enable automatic or manual contact or account creation. This feature helps Zoho Desk users build their contacts database, ensuring that all contacts are captured when unknown calls are received or placed in Zoho Desk.

Prerequisites

You have integrated Yeastar P-Series Cloud Edition with Zoho Desk.

Procedure

  1. Log in to PBX web portal, go to Integrations > Helpdesk.
  2. On the Zoho Desk integration page, turn on Create New Contact.
  3. In Create Contact or Lead drop-down list, select the type(s) of contacts to be created.
    • Contacts: Save the unknown number as a Contact.
    • Leads: Save the unknown number as a Lead.
  4. In the Create Method section, select the desired creation method according to your needs.
    • If you want the system to automatically create contacts in the Helpdesk based on specified types of calls, do as follows:
      1. Select Automatically.
      2. In the Call Type drop-down list, select when will a contact be automatically created in the Helpdesk.
        • Inbound: Inbound call from an unknown number that doesn't match a Contact, Lead, or Account already in the Helpdesk.
        • Outbound: Outbound call to an unknown number that doesn't match a Contact, Lead, or Account already in the Helpdesk.
    • If you want to allow associated extension users to manually create contacts in the Helpdesk during a call, select Manually.
  5. Click Save.

Result

  • If automatic creation is configured, when a call is placed to an unknown number or a call is received from an unknown number, a new contact or account will be created in Zoho Desk.
    Note: The name of an auto-created contact or account has a prefix of Automatic New Contact or Automatic New Account, followed by the phone number.

  • If manual creation is configured, the associated extension users can manually add an unknown number as a new contact or lead on the Helpdesk.

Note: If the Contact Synchronization feature is enabled, the new created contact or account will also be synchronized to the associated phonebook in Yeastar P-Series Cloud Edition.