Add, Edit and Delete Calls - Zoho Desk Knowledgebase

Add Edit and Delete Calls

Calls are the most important of all customer support activities. The phone is where customer issues are received, and it is usually where they’re closed. So it is essentially an activity that must be logged. Call logging is essential to precisely predict how many calls are received and made from your help desk, which agents are most efficient in handling calls, what is the average time spent in calls on a monthly basis and the list goes on. 

For example, customer support executives can log calls and identify the time spent on each call. The call details can be further used to generate reports on billing details, average time spent on calls, number of calls per day, etc.

So how do you log a call in Zoho Desk? Well, you can do it in the following ways:
  1. Click the Activities module to access Calls and then log a call.
  2. Select the contact or an account that you want to log a call for and then log the call under the Activity tab.
  3. Map the calls with their related tickets in an XLS or CSV file and then import them.
You can log three types of calls—Current Call, Completed Call or Scheduled Call and for two directions—Inbound or Outbound.

Log a Current Call
Current call refers to the call that you intend to make immediately.

To log a current 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. In the Activities Home page, click Calls on 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 Outbound.
    3. In the Call Status section, click Current call.
    4. Enter the Subject of the ticket to associate the call to an existing ticket.
      You can also click the Search icon (  ) to search for a particular ticket.
    5. Specify the Contact Name to whom the call is made.
      Contact name is pre-filled when you select a ticket in the previous step.
    6. Specify the Priority for the call.
      You can select the priority setting between
      High (this is the default), Highest, Low, Lowest, or Normal.
    7. Specify a Description about the call.
    8. Click Call Started.
      You will be taken to the interface where the call is made.



  5. 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 call description, perform a search or edit the call activity.
      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.
    2. Click Unanswered if the contact doesn't answer your call or the call was redirected to voice mail.

Notes:
  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.

Log a Completed Call
Completed calls are those that are already made or answered by you and that it just needs to be logged into Zoho Desk.

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. In the Activities Home page, click Calls on 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 to an existing ticket.
      You can also click the Search icon (  ) to search for a particular ticket.
    7. Specify the Contact Name to whom the call was made.
      Contact name is pre-filled when you select a ticket in the previous step.
    8. Specify the Priority for the call. 
      You can select the priority setting between 
      High (this is the default), HighestLowLowest, or Normal.
    9. Specify a Description about 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.

Note:
  1. Once the call is marked as completed, you will not be able to edit the record entry.

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 keep track of scheduled calls.

To schedule a 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. In the Activities Home page, click Calls on 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.
      You can also click the Search icon (  ) to search for a particular ticket.
    7. Specify the Contact Name to whom the call was made.
      Contact name is pre-filled when you select a ticket in the previous step.
    8. Specify the Priority for the call. 
      You can select the priority setting between 
      High (this is the default), HighestLowLowest, or Normal.
    9. Select the call Owner from the lookup.
    10. Specify a Description about the call.
    11. Toggle the Set Reminder option to ON.
    12. Choose the amount of time before the call start time when you want a reminder; the default is 1 minute. 
      You can also set the specific date and time when you want call reminders.
    13. Choose Alert Through Pop-up, Email or SMS as required.
  5. Click Submit.
    The scheduled call is 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 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. In the Call Details page, click Call Started.
    You will be taken to the interface where the call is made.
    Note: Only contacts with phone numbers will have the Call Started button.
  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 call description, perform a search or edit the call activity. 
      Click 
      Call Ended when the call is completed.
    2. Click Unanswered if the contact doesn't answer your call or the call was redirected to voice mail.

Notes:

  1. Answered scheduled calls are marked as Completed.
  2. 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.
  3. You can cancel a scheduled call by clicking Mark as Completed whenever necessary.
  4. Agents enabled for PhoneBridge will see the click-to-call phone icon next to the contact's phone number instead of the Call Started button.

Editing a Call
You can edit an existing call to add more context to it.
To edit call individually:
  1. Open a call to view its details.
  2. Click the Edit icon  ) in the header of the call details page.
  3. In the Edit Call page, perform the necessary edits and click Save.
You can also edit a call from the Call List View page. In the list view, hover your mouse over a call and click the Edit icon  ) to edit the same. 

Deleting a Call
Occasionally you may need to remove some of the unnecessary calls from Zoho Desk.
To delete calls individually:
  1. Open a call to view its details.
  2. Click the Delete icon  ) 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.

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