We are integrating our phone system into Zoho Desk. Currently when a helpdesk agent answers the phone, a soft client opens a new tab with zoho desk at the new case page.

https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new

We would like to customize this better and have the new tab open to a specific new case with the account name already entered and a ticket template already selected. For instance, something like this:

https://desk.zoho.com/support/companyname/ShowHomePage.do#Cases/new?Accountname=BobsAutoDealership&Tickettemplate=Template3

This would open a new case with the Account name already selected, the template selected which would then handle the source, and status and other fields.


That will save our agents 1 to 2 minuted per call and we field 300 calls a day some days.

Is this possible or is there another technique to achieve the same?

Thanks