Calls in Zoho Desk is an activity type that lets support agents log, track, and manage phone interactions directly within the helpdesk platform — keeping customer communication history in one place without switching tools.
What is it
The Calls feature in Zoho Desk is part of the Activities module, alongside tasks and events. It allows agents to record inbound and outbound phone calls, associate them with contacts or tickets, and capture key details such as start time, duration, priority, and status. Logging calls helps teams track call volume, maintain a complete customer interaction history, and ensure no support conversation falls through the cracks. When integrated with a telephony solution such as Zoho Voice, call logging can happen automatically whenever a call is made or received.[3][7]
When to use it
- A customer calls in with a support issue that cannot be resolved immediately; the agent logs the call against the relevant ticket so the full interaction history is preserved for follow-up.[3]
- A support manager wants to report on call volume and agent activity over a given period; logged calls provide the data needed to generate accurate activity reports.[3]
- An agent needs to schedule a follow-up call with a customer; creating a call record with a future date and time ensures the activity appears in their queue and is not forgotten.[2]
- Your team uses Zoho Voice and wants call notes and dispositions captured automatically in Zoho Desk without manual data entry after each interaction.[7]
- A supervisor suspects a call record contains inaccurate or irrelevant information and needs to mark it as spam to keep the activity list clean and actionable.[2]
- An agent is reviewing a contact's profile and needs instant context on all previous phone interactions before placing an outbound call.[3]
How to access it
Navigate to the Activities module in the top navigation bar of your Zoho Desk portal, then select the Calls section from the left-hand panel. From here you can create a new call record manually using the Add Call button, or open an existing ticket and log a call directly from the ticket detail view. If your organisation has enabled the Zoho Voice integration, the ZDialer widget also appears within the Desk interface, allowing you to dial, receive, and automatically log calls without leaving the platform.[3][7]
Related features
- Tasks — create follow-up action items that can be linked to the same ticket or contact as a logged call, ensuring post-call work is tracked to completion.[3]
- Events — schedule time-bound, location-specific activities (such as on-site visits or demos) that complement phone-based support interactions.[3]
- Zoho Voice integration — enables automatic call logging, call notes, dispositions, and a built-in dialler directly inside Zoho Desk for teams that handle high call volumes.[7]
- Ticket management — convert or associate call records with tickets so that phone interactions feed into the same SLA, automation, and workflow rules as other support channels.[3]