Handshake Mode for Zoho CRM- Zoho Desk Knowledgebase

Using Handshake Mode

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 orders your help desk tickets into columns based on customer type in Zoho CRM, allowing your support team to focus on support.

How it works:
Handshake Mode consists of the following ticket columns, named after contact types in Zoho CRM:
  • Customers
  • Opportunities
  • Contacts/Leads
  • New 
The support tickets are quickly examined for their contact type in Zoho CRM and added to the appropriate column. Typically, a ticket's column is determined based on the contact's email address or their phone number in Zoho CRM.

Here is how the system classifies tickets in each column:
  • New - The tickets received from contacts who don't exist in Zoho CRM.
  • Contacts/Leads - The tickets received from either a Lead or a Contact in Zoho CRM.
    As a rule, a Zoho CRM Contact will not have any open or won deals.
  • Opportunities - The tickets received from customers who have one or more Open Deals in Zoho CRM.
  • Customers - Tickets that are received from customers who have one or more Won Deals.


  • Work Modes are not available on the Free edition.
  • Your company's Zoho CRM must be integrated with Zoho Desk in order to access Handshake mode. Only users with administrative permissions can set up the integration.
  • You cannot edit or delete the columns for Zoho CRM. However, one or more of these columns will be expunged when there are no tickets underneath it.
  • The columns are set to contain only Open  (and statuses mapped to Open) tickets.
  • The CRM ticket columns are department-specific.

Accessing Handshake Mode
The Handshake mode can be accessed from the Zoho Desk home page.
To access handshake mode:
  1. Click the ( ) icon in the upper-right corner of your Zoho Desk home page. 
  2. Select Handshake Mode (  ) from the drop-down menu.
You will find a sample ticket under each of the columns in the Handshake mode. These tickets are pre-programmed for the column's contact type. You can select a ticket to send a response or close them right away.

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