Kaizen #137 - Lead Conversion using Zoho CRM APIs

Kaizen #137 - Lead Conversion using Zoho CRM APIs

Leads represent potential sales opportunities sourced from various channels like trade shows, seminars, and marketing campaigns. When a Lead shows promise, you can convert them into Accounts, Contacts, and Deals.

Imagine you have a Lead named Pat Boyle with her email address as pat.boyle@zylker.com. You want to convert her into a Contact, but what if a Contact with the same email already exists? Converting the lead would create a duplicate record, making it harder to track your interactions with the lead.

The Lead Conversion Options API acts as your safety net before Lead Conversion.  This API assists in identifying matching records from the Accounts, and Contacts module, ensuring data integrity and preventing duplication during the conversion process.

Step 1 : Identify matching records using Lead Conversion Options API

Consider the following lead generated through a marketing campaign for a software company. 

Name : Pat Boyle
Company : Zylker Biotech
Phone : 9844444444

As the sales team progresses with Pat Boyle and decides to convert her into an Account or a Contact, they must be cautious about potential duplicates in their CRM. For instance, if there is already an Account named Zylker Biotech or a Contact named Pat Boyle, converting the lead to create a new Contact could create duplicate records. The Lead Conversion Options API response provides details of potential matches, including existing Accounts or Contacts, along with matching field details.

Matching Criteria:

The matching process relies on unique fields in the Contacts and Accounts modules. In cases where there are no unique fields in these modules, or when there are no matches found based on the unique fields, the matching is performed based on the Email field in the Contacts module, the Account_Name field in the Accounts module with the Company field of the fields module, or the Lead name with the Contact name.

Here is the order of preference for finding the matching records:

In the presence of unique fields in Contacts and/or Accounts module:
  • Contacts module  : Unique Field 1 > Unique Field 2 > Email
  • Accounts module : Unique Field 1 > Unique Field 2 > Account name
In the absence of unique fields:
  • Lead Email checked against the Email fields in the Contacts module.
  • Lead Company checked against the account names (Account_Name) in the Accounts module.
  • The lead's name checked against the Contacts' names in the Contacts module.
In our scenario, let us assume that the Phone in Contacts module is a unique field.

Request method : GET
Sample Response :
{
    "__conversion_options": {
        "module_preference": {
            "api_name": "Contacts",
            "id": "4876876000000002179"
        },
        "Cont​acts": [
            {
                "Full_Name": "Boyle",
                "Email": "pat.boyle@zylker.com",
                "Phone": null,
                "Locked__s": false,
                "Account_Name": null,
                "$editable": true,
                "id": "4876876000007437017",
                "$approval_state": "approved",
                "Data_Processing_Basis": "null"
            },
            {
                "Full_Name": "Pat Boyle",
                "Email": null,
                "Phone": "9844444444",
                "Locked__s": false,
                "Account_Name": {
                    "name": "Zylker Biotech",
                    "Locked__s": false,
                    "id": "4876876000007421010"
                },
                "$editable": true,
                "id": "4876876000007421001",
                "$approval_state": "approved",
                "Data_Processing_Basis": "null"
            }
        ],
        "preference_field_matched_value": {
            "Contacts": [
                {
                    "field": {
                        "api_name": "Phone",
                        "id": "4876876000000002503"
                    },
                    "matched_lead_value": "9844444444"
                },
                {
                    "field": {
                        "api_name": "Email",
                        "id": "4876876000000002497"
                    },
                    "matched_lead_value": "pat.boyle@zylker.com"
                }
            ],
            "Accounts": [
                {
                    "field": {
                        "api_name": "Account_Name",
                        "id": "4876876000000002425"
                    },
                    "matched_lead_value": "Zylker Biotech"
                },
                {
                    "field": {
                        "api_name": "Phone",
                        "id": "4876876000000002427"
                    },
                    "matched_lead_value": "9844444444"
                }
            ]
        },
        "Accounts": [
            {
                "Layout": {
                    "name": "Standard",
                    "id": "4876876000000091029"
                },
                "Phone": null,
                "Account_Type": null,
                "Locked__s": false,
                "Website": null,
                "Account_Name": "Zylker Biotech",
                "$editable": true,
                "id": "4876876000007421010",
                "$approval_state": "approved"
            }
        ],
        "modules_with_multiple_layouts": [ //
            {
                "api_name": "Accounts",
                "id": "4876876000000002177"
            }
        ]
    }
}


The preference_field_matched_value object in the response contains the details such as the field and the value of the Contact and Account that matches with the lead. The Contacts and Accounts JSON objects contain the details of the matching records. As per the response, there are two Contacts and one Account with similar details to our Lead.
  • A Contact (Pat Boyle) has the same Phone 9844444444 (matching field) as the Lead
  • A Contact (Boyle) with the same Email pat.boyle@zylker.com (matching field) as the Lead
  • An Account with the same Account_Name Zylker Biotech as the Company of the Lead.

Step 2 : Perform Lead Conversion using Convert Lead API

You can convert a Lead into a Contact, Account, and a Deal using this API. From the Lead conversion options API, we have the matching Contacts and Accounts for the specific deal. Based on the Lead Conversion Options API's response, you can choose to create a new record in the Contacts or Accounts module, or move the Lead record to existing matching records in these modules during Lead Conversion.
During Lead conversion, the Lead's field values are mapped to the corresponding Accounts, Contacts, and Deals records. By default, Zoho CRM automatically maps standard Lead fields to their corresponding fields in Accounts, Contacts, and Deals. The lead mapping tool allows for customization, enabling you to map any additional fields specific to your sales process. 

Request method: POST
Input JSON keys:

Input JSON key
Description
overwrite
Boolean, optional
Represents whether to overwrite the account name in the contact if the account name and company in the lead mismatch. Ignored when the Lead has no value for the Company field.
true: Overwrites the Contact's Account name with the Lead's company name. false: Leaves the existing Account name unchanged, potentially causing inconsistencies.
Default value : false
notify_lead_owner
Boolean, optional
Specifies whether the lead owner should be notified about the lead conversion via email.
Default value : false
notify_new_entity_owner Boolean, optional
Specifies whether the owner of the newly created Contact or Account receives an email notification
Default value : false
move_attachments_to
JSON object, optional
Specify the module (Contacts, Deals, or Accounts) where you want to move the Lead's attachments after conversion.
Default value : Contacts
Accounts
JSON object, optional
Specify the account with which the lead being converted should be merged. Pass the valid account ID.
Contacts
JSON object, optional
Specify the contact with which the lead being converted should be merged. Pass the valid contact ID.
assign_to
JSON object, optional
The user to which the converted record should be assigned. Pass the valid user ID.
Deals
JSON object, optional
Create a new Deal associated with the converted Lead. Requires details like Deal_Name, Closing_Date, Pipeline, and Stage. You can also assign a Contact_Role by providing the unique contact role ID.
carry_over_tags
JSON object, optional
Carries over tags of the lead to contact, account, and deal. 

Case I : Convert Lead to merge with existing records:

In this case, you can merge the lead record with existing records in the Accounts and/or Contacts module to avoid duplication. You can also create a Deal record providing the necessary details like Deal_Name, Closing_Date, Pipeline, and Stage.

Sample Input: 
{
  "data": [
    {
      "overwrite": true,
      "notify_lead_owner": true,
      "notify_new_entity_owner": true,
      "Accounts": {
        "id": "4876876000007421010"
      },
      "Contacts": {
        "id": "4876876000007421001"
      },
      "Deals": {
        "Deal_Name": "Zylker Deal",
        "Closing_Date": "2024-10-20",
        "Stage": "Negotiation/Review",
        "Amount": 20000000,
        "Pipeline": "Standard (Standard)"
      }
    }
  ]
}

Sample Response:

{
  "data": [
    {
      "code": "SUCCESS",
      "details": {
        "Contacts": {
          "name": "Pat Boyle",
          "id": "4876876000007421001"
        },
        "Deals": {
          "name": "Zylker Deal",
          "id": "4876876000007459060"
        },
        "Accounts": {
          "name": "Zylker Biotech",
          "id": "4876876000007421010"
        }
      },
      "message": "The record has been converted successfully",
      "status": "success"
    }
  ]
}

Points to Note:
  • If the record data doesn't match perfectly with the Lead data, an INVALID_DATA error will be thrown. For example,If you try to merge the Lead with a Contact or Account not found in the Lead Conversion Options API response, you will encounter this error if the data doesn't match.
  • During lead conversion, you can transfer the lead to a contact, an account, or both. If you transfer to a contact that is already linked to an account, the lead will automatically be converted and associated with that account as well.
  • To successfully merge a Lead record with an existing Contact and Account record, the Contact should be associated with the specified Account. If not, you will get an INVALID_DATA error.
  • If the Lead record's Company field is empty, and no account is specified in the JSON input, an account will not be automatically created. However, even if you omit the account in the input JSON, a new account will be created if there is Company name associated with the Lead.
  • Unless specified, a deal record will not be created.

Case II : Convert Lead and create new records:

If the Accounts and Contacts records are not specified during the Lead conversion, new Contact and Account records will be created from the converted Lead, mapping the field values according to the field mapping. 

Points to Note :
  • If there already exists a record in the Accounts or Contacts module with the same value for a unique field as the lead being converted, a DUPLICATE_DATA error will be thrown, with details about the existing record found in the Accounts or Contacts module.
  • Unless specified, a deal record will not be created.
Sample Input:

{
  "data": [
    {
      "overwrite": true,
      "notify_lead_owner": true,
      "notify_new_entity_owner": true
    }
  ]
}

Sample Response:
{
  "data": [
    {
      "code": "SUCCESS",
      "details": {
        "Contacts": {
          "name": "Pat Boyle",
          "id": "4876876000007482059"
        },
        "Deals": null,
        "Accounts": {
          "name": "Zylker Biotech",
          "id": "4876876000007482056"
        }
      },
      "message": "The record has been converted successfully",
      "status": "success"
    }
  ]
}

Important Points : 

  • If the Contacts module is removed from organize modules, lead conversion is not allowed. In such cases, the Lead Conversion Options API will return a 204 response.
  • If the Accounts module is removed from organize modules, the Lead Conversion Options API will not consider Accounts for matching. Only Contacts-related matching options will be listed.
  • If the Company field is removed from the Leads module, Account-related matching will be skipped, and only contact-related options will be listed.
  • You cannot convert Leads that are locked or have not been approved yet.
  • Associating Leads with locked Contacts or Accounts is not possible.
  • If the Lead you are trying to convert has already been converted, the ID_ALREADY_CONVERTED error will be thrown.
  • To convert leads in bulk, use the Mass Convert Lead API, using which you can convert up to 50 leads in a single API call. The Mass Convert Lead API schedules a conversion job for the specified leads. You can then retrieve the details of the conversion job using the Mass Convert Lead Status API.
We hope that you found this post on Lead Conversion useful. If you have any queries or need further assistance, please feel free to comment below or email us at support@zohocrm.com. We are here to help!



Recommended Reads:


Previous Post : Zoho CRM Widgets using ReactJS | Kaizen Collection : Home
Join us for our upcoming Zoho CRM Developer Series: Zoho CRM APIs, where you can explore more about Zoho CRM APIs. Register Now!  

    Access your files securely from anywhere






                    Zoho Campaigns Resources




                          Zoho Developer Community



                              Bootcamp
                              Community
                              Pricing
                              Webinars
                              What's New
                              Integrations
                              Contact Support
                              Contact Sales
                                Zoho Survey Resources
                                  Features
                                  Survey Templates
                                  Integrations
                                  Community
                                  iOS Mobile Surveys
                                  Pricing
                                  Android Mobile Surveys
                                  Insurvey Blogs
                                  Insight Blogs
                                  Tips & Tricks





                                              Latest Feature Updates

                                                • Desk Community Learning Series


                                                • Digest


                                                • Functions


                                                • Meetups


                                                • Kbase


                                                • Resources


                                                • Glossary


                                                • Desk Marketplace


                                                • MVP Corner


                                                • Word of the Day


                                                • Ask the Experts




                                                    Zoho SalesIQ Resources

                                                          • Sticky Posts

                                                          • Kaizen #217 - Actions APIs : Tasks

                                                            Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.

                                                          • Kaizen #216 - Actions APIs : Email Notifications

                                                            Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are

                                                          • Kaizen #152 - Client Script Support for the new Canvas Record Forms

                                                            Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

                                                          • Kaizen #142: How to Navigate to Another Page in Zoho CRM using Client Script

                                                            Hello everyone! Welcome back to another exciting Kaizen post. In this post, let us see how you can you navigate to different Pages using Client Script. In this Kaizen post, Need to Navigate to different Pages Client Script ZDKs related to navigation A.

                                                          • Kaizen #210 - Answering your Questions | Event Management System using ZDK CLI

                                                            Hello Everyone, Welcome back to yet another post in the Kaizen Series! As you already may know, for the Kaizen #200 milestone, we asked for your feedback and many of you suggested topics for us to discuss. We have been writing on these topics over the


                                                          Manage your brands on social media
                                                          Access Zoho Social

                                                            Zoho Pagesense Resources


                                                                Zoho TeamInbox Resources

                                                                  Zoho DataPrep Resources


                                                                    Zoho CRM Plus Resources

                                                                      Zoho Books Resources


                                                                        Zoho Subscriptions Resources

                                                                          Zoho Projects Resources


                                                                            Zoho Sprints Resources


                                                                              Qntrl Resources


                                                                                Zoho Creator Resources



                                                                                    Zoho CRM Resources

                                                                                    • CRM Community Learning Series

                                                                                      CRM Community Learning Series


                                                                                    • Kaizen

                                                                                      Kaizen

                                                                                    • Functions

                                                                                      Functions

                                                                                    • Meetups

                                                                                      Meetups

                                                                                    • Kbase

                                                                                      Kbase

                                                                                    • Resources

                                                                                      Resources

                                                                                    • Digest

                                                                                      Digest

                                                                                    • CRM Marketplace

                                                                                      CRM Marketplace

                                                                                    • MVP Corner

                                                                                      MVP Corner







                                                                                        Design. Discuss. Deliver.

                                                                                        Create visually engaging stories with Zoho Show.

                                                                                        Get Started Now


                                                                                          Zoho Show Resources

                                                                                            Zoho Writer

                                                                                            Get Started. Write Away!

                                                                                            Writer is a powerful online word processor, designed for collaborative work.

                                                                                              Zoho CRM コンテンツ






                                                                                                Nederlandse Hulpbronnen


                                                                                                    ご検討中の方







                                                                                                            • Recent Topics

                                                                                                            • Page Rules in Forms

                                                                                                              🚀 Dynamic Page Navigation Implementation I successfully implemented dynamic page navigation based on a user's radio button selection. The goal was to direct users to a specific, corresponding page while ensuring they only interact with the flow determined

                                                                                                            • Unusual activity detected from this IP. Please try again after some time

                                                                                                              When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

                                                                                                            • Cancellation of written-off invoice

                                                                                                              Hi, Can I know when we cancel the write off (write back), in which FY, the reversal is recorded. It doesn't ask as to when the write off should be cancelled to reflect!. It shouldn't reflect in the year in which the invoice was written off since the Year

                                                                                                            • Create Invoice automated with Package

                                                                                                              Does anyone knows how to create an invoice from a SO when we have created the package? We do these manually. and validate that the product packed is the product invoiced (if the order is partially packed) Regards, JS

                                                                                                            • I want to create a mailing list, NOT a group.

                                                                                                              Can I create a mailing list in Zoho mail? I just want to be able to make a list of email addresses and give the list a name. Then when I type the list name, the list of email addresses will be automatically listed. When I create a group it sends an email

                                                                                                            • how to download all my files

                                                                                                              We are in the middle of zoho docs to zoho workdrive migration. I can not access my zoho docs page. I get redirected immediately to a zoho workdrive page. I would like to download all my files so that I have a backup in case something goes wrong with the

                                                                                                            • Read webpage - MSXML2.ServerXMLHTTP

                                                                                                              I have the following VBA script, put together from various sources (mainly zoho forum/help/support, so it once worked, I guess): private Sub GetListOfSheets() Dim url As String Dim xmlhttp As Object Dim parameters As String Dim html As String range("B1").value

                                                                                                            • Export Invoices to XML file

                                                                                                              Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

                                                                                                            • no me llegan los correos a Zoho mail

                                                                                                              No puedo recibir correos pero sí enviarlos, ya hice la modificación de MX y la verificación de teléfonos, qué es lo que ocurre? gracias

                                                                                                            • Group Calendar as Default for adding new events, etc?

                                                                                                              Hi, I want to make the group calendar (that I created, if that makes a difference) the default for anything new I add to the calendar. How can I do that? thanks.

                                                                                                            • Bookmark Loading is Buffering

                                                                                                              Hi, i clicked on the bookmark tab, around yesterday and since then it's been constantly buffering and doesn't allow me to access the mail's i have tried login in and out but of no help also trying to share a screenshot of the issue around 232 kb size,

                                                                                                            • Zoho Webinar custom registration fields into Zoho CRM

                                                                                                              I am pushing webinar registrations into zoho crm as leads and this is working fine. I have added a few custom fields to my webinar registration and I wish for these fields values to get mapped into the resulting CRM lead record. I am not seeing anywhere

                                                                                                            • GitLab Extension for Zoho Desk: Connecting support and development for faster resolutions

                                                                                                              Hello everyone! We’re excited to introduce the GitLab Extension for Zoho Desk, an integration that bridges the gap between support and development teams. This allows tickets to be converted into actionable GitLab issues for faster resolutions, better

                                                                                                            • Download Google Drive Shared Image/File Using Deluge – Complete Guide

                                                                                                              Download Google Drive Shared Image/File Using Deluge – Complete Guide When working with Google Drive share links inside Deluge, many developers face a common challenge: 👉 How can we download a Google Drive file directly using Deluge? This article explains

                                                                                                            • How to update Acuity appointment fields from Zoho Flow?

                                                                                                              Hi, I need help with Zoho Flow → Acuity Scheduling integration. What I’m doing Appointment created in Acuity Zoho Flow creates a Zoho Calendar event I want to send the Zoho Calendar Event UID back into Acuity (into a custom form field) This is so that

                                                                                                            • Error due to - 'Internal Exception' when uploading Sign-generated PDF file to workdrive via Deluge in Zoho CRM

                                                                                                              Hi I wasnt getting this error a few days ago and my code had not changed, so I'm wondering if there's a Zoho bug somewhere? I am downloading a PDF file from a Zoho Sign url using invokeurl and then uploading it to a Workdrive folder using zoho.workdrive.uploadFile.

                                                                                                            • When will Zoho Learn be able to support SCORM files on the mobile app?

                                                                                                              When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I will

                                                                                                            • No horizontal scroll bar in reports

                                                                                                              Hi support team, I created a pivot table report which contains many columns (in my application about 15). The problem is that there is no bottom scroll bar to display colums that does not fit within the browser page. I saw that it was possible to resize colums, but colums sizes are not saved within the session. So could you add scroll bar, and eventually make colums sizes stored in the user session ? Best regards,

                                                                                                            • Zoho Map integration tasks have changed - you need to "Locate all instances of Zoho Map integration tasks in your Deluge scripts by searching for the v1 marker... before 16 January 2026"

                                                                                                              Details of an issue specific to Zoho CRM + Deluge Functions (originally posted in this forum) can be found here: https://help.zoho.com/portal/en/community/topic/zoho-map-integration-tasks-have-changed-you-need-to-locate-all-instances-of-zoho-map-integration-tasks-in-your-deluge-scripts-by-searching-for-the-v1-marker

                                                                                                            • filter broke my data

                                                                                                              I uploaded a file recently from Sheets and it has top 2 rows frozen, with table headers in second row and each one is filterable. somehow my first 2 columns became unfiltered and no matter what I do I cannot reapply the filter?? also didn't realize they

                                                                                                            • Request to remove domain "greentechcoatings.vn" from previous Zoho account

                                                                                                              Hello Zoho Support, I would like to register the domain "greentechcoatings.vn" in my new Zoho Mail account, but I receive the message "This domain is already associated with another account". Please remove the domain from any previous/unknown account

                                                                                                            • Trigger actions in third-party apps using Zoho Flow

                                                                                                              Greetings, I hope you're all doing well. We're excited to share an enhancement to Bigin's workflow capabilities. Zoho Flow Actions are now available in Bigin, enabling you to automate tasks across third-party applications directly from your workflow and

                                                                                                            • Enroll, Script, Win: Hackathon 2025!

                                                                                                              Hello CRM Developers! Are you ready to create some magic with Client Script, Widgets and Functions in Zoho CRM? Let’s make Hackathon 2025 an unforgettable adventure! The Zoho Developer Community Hackathon 2025 is here, and it’s your time to shine! REGISTER

                                                                                                            • Zoho Help Desk - Not receiving emails

                                                                                                              Hello… I am on your trial version of help desk… and I am having trouble getting emails from Zoho Help Desk to my MS Outlook Exchange Server… So when a customer sends ticket request I am not getting an email with a notification? I have read your articles

                                                                                                            • Almost all Flows are being queued

                                                                                                              A few days ago I saw one of my Flows status was Queued. This was the first time this had ever happened. Now, almost every Flow that triggers is Queued for at least a few minutes. If I re-trigger the Flow (which causes separate problems) they sometimes

                                                                                                            • Employment Contract / HRMS Documents - Zoho People

                                                                                                              How do I create customized HR documents for disbursal from Zoho People ? Example, say offer letters ? appointment letters ? Memos ? We want to be able to preset these in one or ther other form and issue them to employees who are in Zoho People.

                                                                                                            • Send Zoho Forms Link using Zoho CRM Email Templates

                                                                                                              I have set up Zoho Forms and CRM integration to pre-populate data from Zoho CRM to Zoho Forms. The setup is working fine. I have also created an email template in the Zoho CRM deals module to send Zoho forms links. So when I send an email using that template

                                                                                                            • Live webinar: Craft and deliver impactful slides with Show’s desktop apps

                                                                                                              If you love the comfort of working on your desktop and want a setup that keeps you focused and uninterrupted, this session is made for you. We’re excited to invite you to our upcoming live webinar: "Craft and deliver impactful slides with Show's desktop

                                                                                                            • Enhancements to Bigin's forms

                                                                                                              Greetings, I hope all of you are doing well. We're happy to announce a few recent enhancements we've made to Bigin's forms. We'll go over each one in detail. Merge field support in auto-filled forms The auto-fill option in Bigin's forms lets you predefine

                                                                                                            • Table dimensions

                                                                                                              I try changing the dimensions of the table on my computer but it doesn't change. Do I have to be a premium member or does it only work on the app?

                                                                                                            • Direct link to Record Summary

                                                                                                              Hi everyone, In one of my reports, I have built a Record Summary template to display the details of one record. I would like to be able to link directly to this Record Summary once I submit a new record, without having to go to the list of records first and click on View. Is there a possibility to do so ?  Should I use the URL by passing some parameters ? Thank you very much for your help ! Guillaume

                                                                                                            • Amendment effective date

                                                                                                              Hi everyone, I noticed that the amendment effective date mentionned in my amendment is not right. Indeed, when a contract is amended several times, it states the previous amendment and their effective date. However, the effective date stated is always

                                                                                                            • STOCK history in zohosheets

                                                                                                              is it possible to get historical stock value using stock function in zoho sheets? i could not see from and to period in the helper document.

                                                                                                            • Auto sync Photo storage

                                                                                                              Hello I am new to Zoho Workdrive and was wondering if the is a way of automatically syncing photos on my Android phone to my workdrive as want to move away from Google? Thanks

                                                                                                            • Zoho Desk Training

                                                                                                              Hello, We've had Zoho desk for a while now, but we run into issues occasionally, and I was wondering if there was a customer who currently uses it and really enjoys the functionality, that would be wiling to chat with us?

                                                                                                            • Text/SMS With Zoho Desk

                                                                                                              Hi Guys- Considering using SMS to get faster responses from customers that we are helping.  Have a bunch of questions; 1) Which provider is better ClickaTell or Screen Magic.  Screen Magic seems easier to setup, but appears to be 2x as expensive for United States.  I cannot find the sender id for Clickatell to even complete the configuration. 2) Can customer's reply to text messages?  If so are responses linked back to the zoho ticket?  If not, how are you handling this, a simple "DO NOT REPLY" as

                                                                                                            • Agent password reset

                                                                                                              Hi Zoho support, I would like to ask if there is a way the admin can reset a password of an agent? Regards

                                                                                                            • Can receive but not send messages in Zoho Mail

                                                                                                              Hello! I was able to configure my email client successfully in that I can receive messages just fine. However, when I send messages out, they seem to go out fine (I don't receive any errors or anything), but the recipient does NOT receive those messages.

                                                                                                            • Mail is sent twice!

                                                                                                              Been using Zoho for a while now. Installed Zoho for someone else and some weird things are happening. Mails are being sent twice. He is using Thunderbird as an email client. I already read about email being duplicated in the sent folder. But in my case

                                                                                                            • Can't login IMAP suddenly

                                                                                                              Since this evening I'm getting the error: You are yet to enable IMAP for your account. Please contact your administrator... IMAP always been enabled in my account and was workign fine for the past 7 years. Already tried turning IMAP off and on again.

                                                                                                            • Next Page