Adding, Editing, and Deleting Calls - New UI

Adding, Editing, and Deleting Calls

Calls are the most important of all customer support activities. Often agents receive customer issues over the phone and resolve them whenever possible. It's essential to log calls, as it helps to: 
  1. Track the number of calls that are received and made.
  2. Average time spent by the agents on calls.
  3. Number of calls attended monthly.
  4. Agents who take the most number of calls.
  5. Call details can be used to generate billing reports, average time spent on calls, number of calls per day, etc and the list goes on. 

Logging calls in Zoho Desk

Calls can be logged in the following ways:
  1. Activities module - Agents can go to the Calls module and log a call.
  2. Contact or Account module - Select a contact or account and log a call against their record. 
  3. Import - Map the calls with their related tickets in an XLS or CSV file and import them to Zoho Desk.
You can log three types of calls
  1. Current Call
  2. Completed Call
  3. Scheduled Call - It can be either Inbound or Outbound.
 Points to remember

  1. The user who logs a call is the Call Owner, and you cannot change the owner of the call.
  2. An activity is created irrespective of a call being answered or unanswered.
  3. By default, the call priority is set as High. It can be changed to Highest, Lowest, or Normal depending on the requirement.
  4. Once the call is marked as completed, you will not be able to edit the record. 
  5. Only contacts with phone numbers will have the Call Started button.
  6. Answered scheduled calls are marked as Completed.
  7. Unanswered scheduled calls will prompt you to reschedule the call for later. When rescheduled, a new missed call activity is created to track the unanswered call event. It also updates the scheduled call with the new start date and time. If not rescheduled, the status of a scheduled call gets updated as Missed.
  8. You can cancel a scheduled call by clicking Mark as Completed whenever necessary.
  9. Agents enabled for PhoneBridge will see the click-to-call phone icon next to the contact's phone number.
  10. The tickets mapped or associated with the Deleted Calls will not be deleted from the Tickets module.

To log a current call

  1. Click the Activities module.
    Alternatively, you can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page.
  2. On the Activities Home page, click Calls at the bottom of the left panel.
  3. Click the Add icon (  ) from the top bar.



  4. On the Add Call page, do the following:
    1. Enter the Subject.
    2. Select the call direction as Outbound.
    3. In the Call Status section, click Current call.
    4. Enter the Subject of the ticket to associate the call with an existing ticket.
    5. You can also click the Search icon (  ) to look for a particular ticket.
    6. Specify the Contact Name to whom the call is made.
    7. The contact name will be auto-filled if you select a ticket in the previous step.
    8. Specify the Priority from the drop-down list.
    9. Specify a Description of the call.
    10. Click Call Started.
      You will be taken to the interface where the call is made.



  5. In the Call Interface, do either of the following:
    1. Click Answered when the contact answers your call.
      Once answered, you can add a new ticket, enter the call description, perform a search, or edit the call activity.
    2. Click Call Ended when the call is completed.
      You can associate the call with the current ticket. This will add the call notes as a conversation on the ticket.



  6. Click Unanswered if the contact doesn't answer your call or the call was redirected to voice mail.

Log a Completed Call

Completed calls are those that have already been made or answered by you. It simply needs to be logged into Activities for record keeping.

To log a completed call

  1. Click the Activities module.
    You can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page.
  2. On the Activities Home page, click Calls at the bottom of the left panel.
  3. Click the Add icon () from the top bar.



  4. On the Add Call page, do the following:
    1. Enter the Subject of the call.
    2. Select the call direction as Inbound or Outbound.
    3. In the Call Status section, click Completed.
    4. Enter the Call Start Date and Time from the calendar.
    5. Enter the Call Duration in minutes and seconds.
    6. Enter the Subject of the ticket to associate the call with an existing ticket.
    7. You can also click the Search icon (  ) to search for a particular ticket.
    8. Specify the Contact Name to whom the call was made.
    9. The contact name is auto-filled when you select a ticket in the previous step.
    10. Specify the Priority for the call. 
    11. Specify a Description of the call.
  5. Click Submit.
    The call is saved in the Activities module. The call will also be displayed under the Activity tab of the respective ticket/customer Details page.

Schedule a Call

Call scheduling in Zoho Desk makes it easy to log calls that can be taken up later. You can also set up reminders via pop-ups, emails, and text messages to track the scheduled calls. 

To schedule a call

  1. Click the Activities module.
    Alternatively, you can also associate a call to a ticket/customer by clicking the Add icon for Call under the Activity tab of the record's Details page.
  2. On the Activities Home page, click Calls at the bottom of the left panel.
  3. Click the Add icon (  ) from the top bar.



  4. On the Add Call page, do the following:
    1. Enter the Subject of the call.
    2. The call direction is selected by default as Outbound.
    3. In the Call Status section, click Scheduled.
    4. Enter the Call Start Date and Time from the calendar.
    5. Enter the Call Duration in minutes and seconds.
    6. Enter the Subject of the ticket to associate the call to an existing ticket.
    7. You can also click the Search icon (  ) to search for a particular ticket.
    8. Specify the Contact Name to whom the call was made.
    9. Contact name is pre-filled when you select a ticket in the previous step.
    10. Specify the Priority for the call.
      You can select the priority setting between High (this is the default), Highest, Low, Lowest, or Normal.
    11. Select the call Owner from the lookup.
    12. Specify a Description about the call.
    13. Toggle the Set Reminder option to ON.
    14. Choose the amount of time before the call start time when you want a reminder; the default is 1 minute. 
    15. You can also set the specific date and time when you want call reminders.
    16. Choose Alert Through Pop-up, Email or SMS as required.
  5. Click Submit.
    The scheduled call will be saved in the Activities module. The call will also be displayed under the Activity tab of the respective ticket/customer Details page.

Making Scheduled Calls

Scheduled calls require you to make an outbound call at the pre-scheduled time. To make a scheduled call, do the following:
  1. Open a scheduled call to view its details.





  2. On the Call Details page, click Call Now.
    You will be taken to the interface where the call is made.
  3. In the Call Interface, do one of the following:
    1. Click Answered when the contact answers your call.
      Once answered, you can add a new ticket, enter the call description, perform a search, or edit the call activity. 
    2. Click Call Ended when the call is completed.
    3. Click Unanswered if the contact doesn't answer your call, or the call was redirected to voice mail.

Editing a Call

You can edit an existing call to add more context to it.

To edit calls individually

  1. Open a call to view its details.
  2. Select the More icon and click Edit ) in the header of the call's Details page.
  3. In the Edit Call page, perform the necessary edits and click Save.
    Alternatively, you can edit a call from the Call List View page. In the list view, hover over a call and click the Edit icon (  ) to edit it. 

Deleting a Call

Occasionally you may need to remove some of the unnecessary calls from the Zoho Desk.

To delete calls individually

  1. Open a call to view its details.
  2. Select More and click Delete ) in the header of the call details page. 
  3. Click Delete to confirm.
    When you delete a call, it will be moved to the Recycle Bin in your help desk.


To permanently delete a call

  1. Go to Setup.
  2. Under Data Administration, select Recycle Bin.
  3. Select Calls from the drop-down at the top bar.
  4. Select the calls that you want to delete permanently and click Delete.



  5. Click OK to confirm.
    Your selected calls will be deleted permanently from Zoho Desk.

Restoring deleted calls

If you've accidentally deleted a call, you don't need to recreate or reschedule it all over again. You can just restore the deleted call within Zoho Desk. 

To restore deleted calls

  1. Go to Setup.
  2. Under Data Administration, select Recycle Bin.
  3. Select Calls from the drop-down at the top bar.
  4. Select the calls that you want to restore and click Restore.



  5. Click Proceed to confirm the selection.
    Your selected calls will be restored.
Note: 
  1. Restoring the selected records will also restore the associated tickets and contacts.
  2. Permanently deleted calls can't be restored.

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