Troubleshooting Zoho CRM integration with Zoho Desk | 27th May

Troubleshooting Zoho CRM integration with Zoho Desk

1. Why am I unable to integrate Zoho Desk with Zoho CRM?

Profile/Permission: By default in your CRM, those who have admin level permissions or an admin profile have access privilege for extensions. You won't be able to integrate marketplace apps into your CRM unless you have the appropriate permission or profile. If you can't integrate Zoho Desk with your Zoho CRM, check with your local admin.
API key disabled: This can occur if the user is disabled at the time of integration, so the API key may have been disabled. The admin can enable the user and proceed with the integration.
Account Disabled: Contacts, Deals, and Accounts module are the default modules in CRM that show Zoho Desk tickets on their related lists. If the accounts module has been disabled or the account name field is in the Unused Fields in the Contacts module of your CRM account, the integration will fail. Make sure that the account name field is present.


Account already exists: If your CRM account is already mapped to the Desk account with some other organization, an error message of 'your org is already integrated' will be thrown. If you don't know or remember doing this, first check whether your CRM account has already been integrated. If so, try deleting that previous integration.
If your account is not linked to Zoho Desk but you are getting this error, please feel free to reach out to our CRM support team at


Data Breakage: There may be breakage during integration while the data is getting synced between the CRM and the Desk account. This issue is generally resolved by running migration and integrating CRM with DESK again.
If you are not sure about the reason your integration failed, feel free to contact our support team at


This is because the CRM Related list has not been enabled for that custom module in Zoho Desk Integration page of your CRM account.

To enable it, go to Zoho CRM > Settings > Marketplace > Zoho > Zoho Desk > Manage > Choose the custom module, then save the configuration



3. I have created a ticket under the Contacts record details page but it is showing no ticket found, although the ticket is available in Desk

The ticket may have been created in a different department from the department wherein the user (agent) is active.

Confirm who holds the department permission in order to view the tickets. You can give permission to the user for that department in your organization, if you want them to view corresponding tickets of those departments.


Go to Zoho Desk Account > Settings > General > Department, and ensure the user is active under the respective department.

4. Why am I getting a 'CRM integration is not authorized for the portal' alert while saving Zoho CRM and Desk Synchronization settings under Zoho Desk ?

You may have downgraded your CRM edition to an edition that does not support extensions. You need to check the feature availability for different editions of Zoho CRM available for subscription.
Click here for feature availability.
Please ensure that your account is not downgraded to the Free edition of Zoho CRM.



This issue can occur if your contact doesn't hold the 'email address' field value in the records. Please ensure that email address is present and you will be able to view the '+ New' tab in Zoho Desk related list.




This is an intermittent issue that can be fixed by creating a dummy ticket through the Zoho Desk related list under any contact or account. This will refresh the account, and Desk module will be enabled in your CRM account.


7. Why aren't my contacts in CRM getting synced with Desk?


Your instant sync has either been stopped or paused. You need to resume the sync from the Zoho Desk Integration page in your CRM.
To resume, go to Zoho CRM > Settings > Marketplace > Zoho > Zoho Desk > Manage > Sync Settings > Resume Sync.


8. When I deleted a record from my CRM account, why did it get deleted from the Desk account as well?


This is because the preferences have been set such that if any record under the contacts or accounts module is deleted the corresponding record will be deleted from the Desk account as well.
You need to change the preference from the Desk > Settings > Marketplace > Zoho > Zoho CRM > Preferences.
If you don't want your records to be deleted from CRM or Desk, select 'Never Delete' in the corresponding boxes.






    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                          Manage your brands on social media

                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                    Zoho SalesIQ Resources

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • Troubleshooting Zoho Campaigns integration with Zoho CRM

                                                                                            1. Why aren't all of my contacts syncing between Zoho CRM and Campaigns?  There can be a few reasons why your Zoho CRM contacts are not syncing in Campaigns.   No email address has been entered in your customer account: Double check to ensure there ...
                                                                                          • Working with Zoho Desk Integration

                                                                                            Zoho CRM lets you integrate your Desk and CRM accounts. This integration is aimed at providing a single platform to view and respond to the customer tickets right within the CRM account. As an administrator you can initiate integration between CRM ...
                                                                                          • FAQs: Zoho CRM integration with Zoho Desk

                                                                                            Why should I integrate Zoho CRM with Zoho Desk? Zoho Desk is a cloud-based help desk application that lets you manage and resolve your customer inquiries, complaints, and doubts along with offering self-help articles to help your customers resolve ...
                                                                                          • Troubleshooting Zoho Backstage integration with Zoho CRM

                                                                                            1. Why am I unable to integrate Zoho Backstage with Zoho CRM?  By default in your CRM, those who have admin level permissions or an admin profile have access privilege for extensions. You won't be able to integrate marketplace apps into your CRM ...
                                                                                          • FAQs: Zoho CRM Integration with Zoho Projects

                                                                                            How is the integration between Zoho CRM and Zoho Projects helpful? The integration between Zoho CRM and Zoho Projects works as a bridge between sales data and team collaboration data—all in one place. Since you can associate projects directly with ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources