3CX Extension for Zoho Desk
- Call Pop-ups – The Zoho Desk contact record is automatically brought up in 3CX softphone when you receive an inbound call
- Track Missed Calls – Create a new ticket for every missed call
- Call Journals – Log all answered and missed calls as call activities
- Log in to your Zoho Desk account with Administrator privileges.
- Click the Setup icon (
) in the top bar.
- Under Marketplace, click All.
- Search for '3CX' in the search bar on the right-hand side of the screen.
- Select the 3CX extension and click Install.
- Click Install on the Confirm Installation window.
You will land on the 3CX Installation Setup page. - Select the Departments and Profiles whose agents can access the extension in Zoho Desk.
- Agree to the Terms of Use and click Install.
The extension will be installed for the specified departments and profiles. - Click Authorize in the pop-up window to activate the extension.
- Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
- Voila! 3CX extension will be ready for use.
- Click the (
) icon in the top band (menu bar).
Please refresh your browser once if you can't see the icon. - Click 3CX under Extensions in the drop-down menu.
- On the 3CX Extension page, do the following:
- Toggle the Create new ticket for missed calls option to ON.
- Select whether to create tickets for inbound, outbound, or all missed calls from the drop-down menu.
- Now, you must map the extension number of the 3CX agent to the Zoho Desk user.
- Select the department, agent, and enter their corresponding 3CX extension number.
- Click the Plus icon and repeat this for all agents that you would like to track in Zoho Desk.
- Click Save when you're done.
The Download XML Template button will appear. - Click Download XML Template.
- Select For 3CX version below 18 or For 3CX version 18 to download the compatible file and save it on your computer.
- Log in to the 3CX management console.
- Go to Settings > CRM Integration > Server Side tab.
- Click the Add button and then upload the XML template downloaded from Zoho Desk.
- On the CRM Provider Configuration page, fill in the form details as required. Here is some reference from Zoho CRM guide to help you understand easily.
Please make sure you enable Call Logging and Contact Creation options.
Also, fill in the Ticket Subject and New Contact Name fields as they are mandatory. - Click OK.
Voila! 3CX extension will be ready for use.
- You may contact the 3CX team to add dynamic values in the Ticket Subject and New Contact Name fields.
Install Extension:
- Click the Setup icon (
) in the top bar.
- In the Setup Landing page, click All under Marketplace.
- In the Marketplace page, select the Installed Extensions tab.
- Choose 3CX from the list of extensions.
- Click the More Actions icon (
) at the upper-right corner of the 3CX extension setup page.
- Select Uninstall Extension.
- Click Confirm to uninstall the extension.
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