Restrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)

Restrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)


We've set up integration between Zoho Desk and Zoho CRM, so that we have 2-way sync between Contacts created in both applications. That is, any Contact created in CRM is automatically pushed/created in Desk, and vice-versa.

In Desk, we have 2 Departments, each with its own mailbox (e-mail address):
  1. Department A is for general queries from the general public (not from our current clients)
  2. Department B is for our current clients' service requests
Desk automatically creates a new Contact whenever a "new" person sends an e-mail to any of our departments' mailboxes. Because of the integration I mentioned above, Desk is creating new Contacts for both the general public (who send e-mails to Department A's mailbox) and our current clients (who send e-mails to Department B's mailbox).

When we want to send a Mass E-mail to our current clients from CRM, we don't have a way to distinguish between Contacts from the general public, and Contacts from our current clients. Result: the communication e-mails that should only go to our current clients, also go to the general public Contacts.

Is there a way to prevent this? Maybe prevent the automatic creation of Contacts from some Desk Departments? That is, Desk wouldn't automatically created new Contacts from e-mails sent into Department A's mailbox.

Any other ideas?

Thank you in advance.


            Zoho Marketing Automation
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