3CX Extension - Zoho Desk Knowledgebase

3CX Extension for Zoho Desk

3CX is an open-platform PBX system that delivers a complete Unified Communications (UC) solution enabling users to connect and collaborate under one single platform. With this extension, you can effortlessly integrate your Zoho Desk with 3CX to track answered and missed calls. The configuration is an easy and straightforward way. All you need to do is configure the agents and their corresponding 3CX extensions in Zoho Desk so that their answered and missed calls are added as activities in Zoho Desk.

Key Benefits
  1. Call Pop-ups – The Zoho Desk contact record is automatically brought up in 3CX softphone when you receive an inbound call
  2. Track Missed Calls – Create a new ticket for every missed call
  3. Call Journals – Log all answered and missed calls as call activities

Installing 3CX Extension
The 3CX extension can be installed from the Zoho Marketplace or your Zoho Desk account.
To install the extension:
  1. Log in to your Zoho Desk account with Administrator privileges.

  2. Click the Setup icon (  ) > Integrations > Marketplace. 
  3. Search for '3CX' in the search bar on the right-hand side of the screen.

  4. Select the 3CX extension and click Install.

  5. Click Install on the Confirm Installation window.
    You will land on the 3CX     Installation Setup page.
  6. Select the Departments and Profiles whose agents can access the extension in Zoho Desk.

  7. Agree to the Terms of Use and click Install.
    The extension will be installed for the specified departments and profiles.
  8. Click Authorize in the pop-up window to activate the extension.
  9. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
  10. Voila! 3CX extension will be ready for use.

Configuring 3CX Extension
Here we will configure the 3CX extension to correctly add tickets and call activities for calls received by your 3CX agents. The configuration consists of two main parts.

Part 1: Configuring the extension in Zoho Desk
  1. Click the () icon in the top band (menu bar).
    Please     refresh your browser once if you can't see the icon.
  2. Click 3CX under Extensions in the drop-down menu.
  3. On the 3CX Extension page, do the following:
    1. Toggle the Create new ticket for missed calls option to ON.
    2. Select whether to create tickets for inbound, outbound, or all missed calls from the drop-down menu.
    3. Now, you must map the extension number of the 3CX agent to the Zoho Desk user.
    4. Select the department, agent, and enter their corresponding 3CX extension number.
    5. Click the Plus icon and repeat this for all agents that you would like to track in Zoho Desk.
  4. Click Save when you're done.
    The Download XML Template button will appear.
  5. Click Download XML Template.
  6. Select For 3CX version below 18 or For 3CX version 18 to download the compatible file and save it on your computer.

Part 2: Configuring the extension in 3CX - Here is the 3CX set up your Zoho Desk and CRM with 3CX - server side.
To integrate 3CX with Zoho Desk, you don’t need to go through every step in detail—just focus on the key configurations.
  • Log in to the 3CX Management Console and go to Settings > CRM Integration > Server Side.
  • Click Add, then upload the XML template from Zoho Desk.
  • Make sure to enable Call Journaling, as outlined in Step 3 (points 2 and 3).
  • Follow up with Contact Creation in Step 5.
Info
By configuring Call Journaling and Contact Creation, you'll establish a seamless integration between 3CX and Zoho Desk.​
Note:
  1. You may contact the 3CX team to add dynamic values in the Ticket Subject and New Contact Name fields.

Click2Call From Zoho Desk
Make outbound calls to phone numbers found on Zoho Desk with just a single click. The 3CX Click to Call extension for Chrome and Firefox allows you to dial a phone number from contact or ticket automatically. It eliminates the need to dial, copy-paste, or edit numbers, thereby offering instant outbound dialing and increased productivity and collaboration.
Install Extension:        For Chrome      |       For Firefox

Uninstalling the Extension
You can uninstall the 3CX extension at any time. Once uninstalled, you cannot track the calls made or received by your agents in Zoho Desk.
To uninstall the extension:
  1. Go to Setup > Integrations > Marketplace. 
  2. In the Marketplace page, select the Installed Extensions tab.
  3. Choose 3CX from the list of extensions.
  4. Click the More Actions icon (  ) at the upper-right corner of the 3CX extension setup page.
  5. Select Uninstall Extension.
  6. Click Confirm to uninstall the extension.