Zoho Desk stores call comments within individual call records, but the platform does not provide a dedicated "list view" that displays comments across multiple calls at once. To access call comments, you must open each call record individually and review its details.
Why this matters
If your team needs to track conversation notes, follow-ups, or context from calls, you'll want to know where those comments live and how to find them. Understanding the structure of call records in Zoho Desk helps you locate information quickly and ensures nothing gets lost during handoffs between agents.
How to access call comments
Step 1. Navigate to the Activities module
Open Zoho Desk and click the Activities module from the main navigation.[1] This is where all call records are stored.
Step 2. Select the Calls view
On the Activities home page, click Calls at the bottom of the left panel.[7] You'll see a list of calls displayed in either Classic or Compact view format, depending on your preference.
Step 3. Filter or sort calls if needed
To narrow down your search, use the Filter icon at the top of the page to filter calls by Agent and Due Date/Start Time.[4] You can also sort calls from oldest to newest (or vice versa) by clicking the More (…) icon and selecting your sort preference.[4] By default, Zoho Desk displays 10 calls per page, but you can adjust this to show up to 50 calls per page.[4]
Step 4. Open the call record
Click the subject of the call you want to review.[7] This opens the full call details page.
Step 5. Review the call description and details
Once inside the call record, the Description field contains the notes or comments logged when the call was created.[1] This is where agents record what was discussed during the call. You can also see associated information like the contact name, call duration, priority, and which ticket (if any) the call was linked to.[1]
Common pitfalls
Completed calls cannot be edited after they are marked as complete, so any comments or details must be accurate at the time of logging.[6] If you need to add or change information, you'll need to contact your administrator or the original call owner.
Call comments are tied to individual call records—there is no bulk view or report that aggregates comments across multiple calls. If you need to search for calls containing specific keywords or topics, you'll need to open each call manually or use Zoho Desk's search functionality to locate relevant records first.
What to check
- Verify that the call record you opened is the correct one by checking the Contact Name, Call Start Date, and Subject fields.
- Confirm that the Description field contains all the notes you expect; if it's blank, the agent may not have logged details at the time of call creation.
- If the call is linked to a ticket, check the Activity tab on that ticket's details page—the call will also be displayed there for quick reference.[1]
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*Beam Help — independent expert support for Zoho. This article is not official Zoho support.*