Zoho Desk lets you capture and track call details directly within your support workflow using call logging and integrated telephony features. This keeps your customer communication history organized and accessible in one place.
Why this matters
When you handle customer calls, recording the details—who called, when, what was discussed—is essential for continuity and compliance. Without logging calls in Zoho Desk, you lose context for follow-up tickets and create gaps in your customer record. Call details also help your team understand the full picture of customer interactions across channels.
Step-by-step
Step 1. Set up telephony integration (if using live calls)
To make and receive calls directly from Zoho Desk with automatic call pop-ups and logging, you need Zoho Voice integrated with your account. Zoho Desk supports 21 telephony extensions including Aircall, CallHippo, Vonage, and others that enable click-to-call functionality and call recording storage [4]. Each extension allows you to receive incoming call pop-ups showing caller details before you answer, and to log call recordings in contact records after the call ends [4]. If you don't have Zoho Voice yet, you can start a 15-day free trial by signing up at the Zoho Voice website [1].
Step 2. Log a call in real time (during or after an active call)
Once you answer a call through an integrated telephony extension, a call pop-up appears with caller details [1]. While the call is active, you can add a new ticket, enter a call description, or perform a search directly from the pop-up [5]. When the call ends, click Call Ended to complete the logging [5]. You can then associate the call with the current ticket, which adds your call notes as a conversation on that ticket [5].
Step 3. Log a completed call manually
If you need to record a call that has already been made or received, go to the Activities module and click Calls at the bottom of the left panel [5]. Click the Add icon from the top bar [5]. On the *Add Call* page, enter the following details:
- Subject: A brief title for the call [5]
- Call direction: Select Inbound or Outbound [5]
- Call Status: Click Completed [5]
- Call Start Date and Time: Use the calendar picker [5]
- Call Duration: Enter minutes and seconds [5]
- Contact Name: Specify who the call was with [5]
- Priority: Set the call priority level [5]
- Description: Add details about what was discussed [5]
You can also associate the call to a ticket by entering the ticket subject or using the search icon [5]. Click Submit to save [5]. The call will then appear under the Activity tab of the respective ticket or customer details page [5].
Step 4. Add call notes from the pop-up
When using integrated telephony, you can add notes about the call directly from the call pop-up screen [1]. These notes become part of your call record and help your team understand the context of the interaction.
Step 5. Enable call recording storage
If your telephony extension supports call recording, enable this feature in your extension settings. Recorded calls are logged in the contact record after the call ends [4], creating an audit trail and reference for quality assurance or compliance purposes.
Common pitfalls
- Forgetting to associate calls with tickets: If you log a call but don't link it to a ticket, the context is lost. Always select the relevant ticket or contact when logging [5].
- Missing call details: Incomplete call logs (no duration, no description, no contact name) make follow-up harder. Fill in all fields, especially the description, so your team understands what happened [5].
- Not using the right call status: Marking an answered call as "Unanswered" or vice versa creates confusion in your records. Use Completed for calls that finished, and Unanswered only for calls that went to voicemail or were not picked up [5].
What to check
- Verify that your call appears in the Activities module and under the Activity tab of the associated ticket or contact [5].
- Confirm that all required fields (subject, duration, contact name, description) are populated in the call record [5].
- If using a telephony extension, check that call recordings are stored in the contact record and accessible for playback [4].
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*Beam Help — independent expert support for Zoho. This article is not official Zoho support.*