How to Integrate Zoho CRM with Zoho Desk

What do customer support and CRM have in common? Customer support services and CRM software both aim to deliver great customer experiences.

Zoho CRM helps businesses orchestrate and provide compelling experiences across multiple channels, from brand awareness, post-sale, service delivery to customer support.

Zoho CRM is a complete suite of customer relationship management solution that empowers small to large companies with 360° view of their business, customers, and competitors. From lead tracking, sales, marketing to customer service, you can manage everything from a single business system. That’s why it is called the operating system of your business.

Another Zoho product that helps you focus on the customers and enhance customer experiences is Zoho Desk. It is a context-aware help desk software that provides your support teams with the best tools and multiple support channels to quickly resolve customer queries, close tickets, and enable agents to improve productivity, communication, and efficiency. Zoho Corp has further enhanced its capabilities by adding Zia (AI-powered assistant), Blueprint, Zoho Marketplace, and Radar (real-time analytics on the go).

What Are the Benefits of Zoho Desk and Zoho CRM Integration

By integrating Zoho CRM with Zoho Desk, you can capitalize on cross-selling. This means you can lead your customers back to the sales funnel and close more deals faster.

When Zoho Desk and Zoho CRM are integrated, it becomes easier for sales representatives to respond to tickets from within their CRM tool and close deals faster. On the other hand, your agents can enrich prospect details from their support conversations, which will be readily available to your sales team.

Your sales team will be notified each time when they receive a ticket from their leads. They can take timely actions to expedite the buying decision of prospects. On the other hand, your customer support staff gets to see details like product evaluated and deal valuation while responding to a support ticket. This results in better customer experience and efficient resolution of customer problems.

72% of customers say customer service makes them loyal to a brand. When your sales and support team will work together through the integrated Zoho Desk-Zoho CRM tool, you get to increase the number of repeat sales, respond on time, cross-sell better, and retain customers proactively.

Zoho CRM Integrations: Conifuring Zoho CRM and Zoho Desk Integration


If you are an administrator in Zoho Desk and have subscribed to paid plans of Zoho CRM, then follow the below-mentioned steps:

# Log in to your Zoho Desk Account

# Click on the Setup icon at the top bar

# Go to Marketplace > Zoho

# In the Zoho Homepage, click Zoho CRM

# On the Zoho Integration page, click Integrate

# Click Authenticate and move to the next step. If you don’t have Zoho CRM administrator privileges, then enter your administrator email at the CRM Authentication section and the ZSC key from the CRM

The next step is to sync your contacts and accounts in both Zoho CRM and Zoho Desk. Two-way sync is available by default. If you want, you can choose a one-way sync from CRM to Desk if required.

# Select a Sync Type

# Associate the fields given under Zoho Desk Fields column with those provided in the Zoho CRM column.

# Click Start Sync

Zoho CRM integrations with Zoho products and third-party apps help you to streamline functions and processes in a single system. For instance, you can sync your Zoho Desk and Zoho CRM products. For that you need to:

# Click on the Configure option corresponding to Products and under Sync Settings.

# Select the Sync Type on the Configure Product Sync page

# From the drop-down menus, select products that must be synced

# Associate the fields of Zoho Desk with those of Zoho CRM

# Click Start Sync

# Now the Zoho CRM and Zoho Desk integration is complete

Zoho CRM can lead to better data management and better communication and coordination among different teams. Customer support teams monitoring these data from the CRM can implement data-driven solutions while resolving customer queries. By integrating Zoho CRM and Zoho Desk, businesses can improve their customer service performance, automate data entry for accurate information, share data in real-time, increase sales and accountability, enhance customer retention, and improve profits.

How We Can Help You

First Direct Corporation is a Zoho Authorized Partner. We have extensive experience with Zoho products and integration services. If you are looking for expert help for Zoho CRM integrations with Zoho Desk, Zoho products or any third-party app, our certified professionals can set it up the right way. We can also help you with Zoho implementation, customization, and training.

Call us at (845) 221-3800 to request a free consultation.

Bob Ritter


(845) 221-3800