Zoho Desk is now a connected system
Search, read, create, update, reply to and add internal notes on Zoho Desk tickets through Zoe, with those tickets in your queue and record detail alongside your other systems. Callers can raise a ticket over the phone.
There are two ways to connect it. Each agent can sign in with their own Zoho account, so Zoho's own permissions apply to what they can see and do. Or an administrator can set up a single service credential — the mode a phone line uses, because callers are anonymous. Choose the data centre your Zoho organization lives in when you add it.
Raising a ticket from a call matches the caller by phone number or email and creates the contact when there is none. A customer-facing reply always needs your approval and can never be confirmed by voice alone.