FAQs on Zoho Desk integration with Zoho CRM

FAQs: Zoho Desk integration with Zoho CRM

What is Zoho Desk?

A company is customer-centric if it can provide timely and efficient customer support. To provide support, they need help desk software using which support agents can resolve customers' problems. The help desk software ensures that everything from receiving a ticket through a channel to its assignment and resolution happens in a streamlined manner.
To cater to this issue, Zoho has a dedicated product called Zoho Desk, web-based help desk software that allows you to manage your customer support activities efficiently. Zoho Desk allows you to assign, track, and set up alerts on trouble tickets easily. You can customize Zoho Desk for your business and ensure satisfaction with your customer support experience.
You also get a dedicated framework for knowledge base where you can add articles, FAQs, or troubleshooting tips to encourage your customers to self-learn and resolve their issues.

Why should I integrate Zoho Desk with Zoho CRM?

Zoho CRM is a product that helps you manage your customers, their information, their businesses and accounts, and all the deals with your organization. It gives you an insight about the status of a customer, if they are a potential, lead, contact, or existing customer using your company's products.
Integrating Zoho Desk with Zoho CRM brings with it the below features to deliver a great customer experience:
  • Maintain a unified database of customer information using the two-way sync for contacts, accounts, and products, along with their data for custom fields, if any.


  • Agents can view the customer information pulled in from the CRM - such as potentials, notes, and activities on the same window as that of the support ticket.


  • View the customer profile pulled in from the CRM in your tickets module and in the Customers (Contacts and Accounts) module in Zoho Desk.



  • View a list of Zoho Desk contacts and accounts that are mapped and not yet mapped with its equivalent in Zoho CRM.



  • Prioritize and work on Zoho Desk tickets based on the customer types in the Handshake Mode. (Exclusively designed for Zoho CRM for prioritizing tickets based on customer status)          

Which edition of Zoho Desk is required to integrate with Zoho CRM?

Zoho CRM Integration is supported in all paid editions of Desk.

How can I integrate Zoho Desk with Zoho CRM?

In Zoho Desk, Navigate to Setup > Marketplace > Zoho > Zoho CRM. Perform the on-screen instructions to complete integration.
Note : For this integration, you must have Administrator privileges in Zoho Desk. 
Make sure that you have a Zoho CRM administrator available with you.


Click here for more details on setting up the integration.

Will duplicate check be done while syncing entries from Desk to CRM?

Yes, the records will be checked for duplicates while syncing entries from Desk to CRM.
  • The duplicate check for Contacts is primarily based on the email address of the contact and for Accounts it is based on the Account Name in your Desk.
  • The duplicate check for Products are based on the Product Name in your Desk.

Does the data between CRM and Desk sync instantly and What is a sync direction?

The first sync will take some time to complete depending on the volume of records that needs to be synced from Zoho CRM to Desk and vice versa, post which records will sync instantly without any delay.
Records are synced from CRM to Desk and vice versa. Sync direction means while you are integrating your CRM with Desk, you may configure it in a way so that either your CRM data will be synced to Desk or both your CRM and Desk data are synced two ways. Which is referred to as CRM to Desk Sync (one-way) and Two-way syncs.
If you choose one-way sync, CRM data such as accounts, contacts, and products will be reflected in Desk taking CRM as the parent database. If you choose two-way sync, the data will be shared between CRM-Desk and all the related records available will be shared with each other.
The choice of CRM to Desk Sync (One way) or Two-way sync can be selected depending on your requirement.


How is deletion of data handled in CRM and Desk after integration?

You will get an option to keep or delete records when their equivalent is deleted from Desk or CRM.
To set how your CRM and DESK should behave after deleting the data, navigate to Setup > Marketplace > Zoho > Zoho CRM > Preferences and choose your preference from the given options in the table for Contacts, Accounts, and Products.

Which modules are synced between Zoho CRM and Desk?

Accounts and Contacts modules in Desk are synced to the corresponding accounts and contacts module in CRM, which can be seen in Accounts mapped with CRM and Contacts mapped with CRM view respectively in Desk.
Products module in Desk is synced to Products module in Zoho CRM.

Where can I see my sync history?

 To view sync history, from your Desk account: 
  1. Navigate to Setup > Marketplace > Zoho > Zoho CRM.
  2. In the Zoho CRM Integration page, click Sync History.


You can see the following details in sync history:
  • Date of sync
  • Source of the sync and the target, i.e., from Desk to CRM or vice versa
  • Imported record type (Contacts, Accounts or Products)
  • Details on the number of records that are added, updated or failed


How to retry sync on failed entries and view logs?

To view failure logs:
  1. Navigate to Setup > Marketplace > Zoho > Zoho CRM.
  2. In the Zoho CRM Integration page, click Failure Log.
  3. Under the Failure Log section, click on a record type to view the details.


Common Error Messages:

Click Try Again to re-sync the record.



Why are records not showing in Desk after completing the Zoho CRM - Desk integration setup?

It is possible that during integration some fields were not properly mapped or there can be some error in fetching the data from or to Desk. In case your issue persists even after re-integrating your CRM and Desk account. Please drop an email to support@zohodesk.com with your Zoho registered email along with your Zoho user ID and a few sample contact IDs, We will check logs in the backend and initiate bulk fetch from our side.

From your tickets module, open a ticket of the contact and click on CRM logo at the left side below the contact's name. You can also open the contact/account details page and view their CRM contact information from the Contacts Mapped with CRM view.


Zoho Desk uses the email address of the ticket sender to check whether any record in CRM (contacts or accounts) has the same email address. If a contact or account have the same email address it will be reflected in CRM related list in ticket.
Therefore, please check whether the email address of ticket and the email address of CRM Contact or account are the same.
If the email exists and yet the data is not being fetched, go to that record in your CRM account and click on the refresh button next to Zoho Desk, in the Zoho Desk Related List.

Is it mandatory for a user to be part of CRM and Desk to handle Desk tickets in CRM?

Yes, to create or reply to tickets via your CRM, the user must be a part of both CRM and Desk.
However, If the user is not the part Zoho Desk, they will still be able to view tickets, related information, priority, due dates, assigned agents etc, in CRM but can't send reply or create tickets in Desk.

Our Clients use Client Portals in CRM and Help Center in Desk can Client Portals be unified for better visibility?

As of now, the client portal of CRM and Desk are independent of each other.
However, Unified Client Portal is on our road map and will be made available to our users soon.

Can I integrate the Custom modules in my CRM to Desk?

No, you won't have an option to integrate a custom module at the time of integration.
However, If you have an Enterprise or Ultimate edition of Zoho CRM, you can write us an email at support@zohocrm.com with your requirements. Our support team will analyses the feasibility and get back to you with a solution. We have the option to write a Custom function to transfer data from Custom module to Desk.

Will I be notified about the integration status along with Sync Stats?

Yes, once Zoho CRM - Desk integration is completed, you will receive an email notification along with stats of added, updated, and ignored records and the reason for skipped records, if any.


What is the Handshake mode in Zoho Desk?

Manual ticket prioritization isn't just an inconvenience, it also takes valuable time away from the important tasks of your help desk. The Zoho Desk Handshake mode organizes your help desk tickets into columns based on customer type in Zoho CRM, allowing your support team to focus on support. Handshake mode has been exclusively designed for Zoho CRM to give the real time status of the records in order to prioritize tickets based on those inputs.
Handshake mode consists of the following ticket columns, named after contact types in Zoho CRM:
  • Customers
  • Opportunities
  • Contacts/Leads
  • New
This gives you the visibility about the status of the records and helps you prioritize the handling of tickets based on these criteria.



Is it possible to configure Two-Way integration after originally configuring One-Way integration?

Yes, it is possible.
To change your sync direction:
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon in the top bar.
  3. Click Zoho under the Marketplace menu.
  4. On the Zoho page, select Zoho CRM.
  5. On the Zoho CRM page, click Edit next to the corresponding module from Sync Settings.
  6. Click Enable Two-way Sync on the Configure Sync page.

  1. Click Save.

Note: Updating the CRM field that is mapped to a Zoho Desk field will not affect records
that are already synced. Only the records that are created or modified after the
update will reflect this change.


You have successfully switched the sync type of the Zoho CRM integration.

How can I delete Desk - CRM integration and what will happen on deletion?

You can delete Zoho CRM Integration at any time.
Upon deletion:
  • No further data sync will take place between Zoho CRM and Zoho Desk.
  • You will no longer be able to view customer information from Zoho CRM in CRM related view.
  • You cannot answer tickets based on the customer type in the Handshake Mode. 
To delete Zoho CRM integration:
  1. Click the Setup icon in the top bar.
  2. Click Zoho under the Marketplace menu.
  3. On the Zoho page, click Zoho CRM.
  4. Click the More icon in the upper-right corner of the Integration page.
  1. Click Delete Integration from the menu.
  2. In the Confirmation dialog box, click Delete.


The Zoho CRM integration is deleted from your Desk account.

What happens to the integration when Zoho Desk trial expires or is downgraded to free edition?

When your trial expires or you downgrade your Desk editions to free, the sync will be paused, and data transfer between CRM and Desk will no longer work. You won't be able to view the related CRM data in your Desk account and vice versa.
Integration can be resumed by upgrading back your account to paid edition.

Can I restrict my agents from accessing all or specific Zoho CRM data in Desk?

Yes, you can restrict your agents from accessing all or specific CRM data.

Navigate to Setup > Marketplace > Zoho > CRM > Permission.
You can choose from the available profiles, who can access CRM data in Desk and what data shall be visible to whom.



We hope that this list of frequently asked questions about CRM-Desk Integration is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!

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