Zoho DESK integration

[Skwal]

Hi there & everyone,

This is my first post ;-)

I tried to integrate our 3CX to our ZohoDesk to permit to get new tickets from missed/received calls

I followed this tutorial and it was quiet easy to set it up:
https://help.zoho.com/portal/en/kb/...ed-cloud/articles/3cx-extension-for-zoho-desk

But, unfortunately... When i tried it by leaving a missed call to a agent number, it does not create any new ticket on Zoho Desk...

I double checked the settings, match the emails of Zoho Agent and 3CX extension but nothing, I do not have any other ideas, I read everything i could to solve this issue but nothing for the moment

Any idea?

Merci merci beaucoup!

 

[Evolute IT]

Have you used their XML template they provide and not the Zoho one from the built-in 3CX?

 

[edossantos]

Hi there & everyone,

This is my first post ;-)

I tried to integrate our 3CX to our ZohoDesk to permit to get new tickets from missed/received calls

I followed this tutorial and it was quiet easy to set it up:
https://help.zoho.com/portal/en/kb/...ed-cloud/articles/3cx-extension-for-zoho-desk

But, unfortunately... When i tried it by leaving a missed call to a agent number, it does not create any new ticket on Zoho Desk...

I double checked the settings, match the emails of Zoho Agent and 3CX extension but nothing, I do not have any other ideas, I read everything i could to solve this issue but nothing for the moment

Any idea?

Merci merci beaucoup!

From what I understand, that template was developed by Zoho and targets 3CX v16. It will not work with 3CX v18 due to the latest changes made on the 3CX side. Zoho will need to update it to make it work with v18. If Zoho is not doing this change, you will need to do it yourself, you can use the CRM Tool to adjust the template and make it work for v18. Check this:
https://www.3cx.com/docs/crm-integration/

The integration we provide only works with Zoho CRM, but not Zoho Desk.

 

[Skwal]

Hellooo
Thank you all for your answers, I managed to make it works with our v18 using the .xml file provided by zohodesk, unfortunately it seems to work only when the phone number is know in the customers database of Zohodesk.... Despite of "enable contact creation" ..... I don't understand why it can't create a new contact when a phone number is not in our database actually.

Hope you will help me.

Thank you again

 

[Evolute IT]

Hellooo
Thank you all for your answers, I managed to make it works with our v18 using the .xml file provided by zohodesk, unfortunately it seems to work only when the phone number is know in the customers database of Zohodesk.... Despite of "enable contact creation" ..... I don't understand why it can't create a new contact when a phone number is not in our database actually.

Hope you will help me.

Thank you again

It can but in U8, it was changed to be done manually.

You'll need to edit the CreateContactRecord scenario and rename it "CreateContactRecordFromClient", and then use [FirstName], [LastName], [Company], [Number] and as POST data. Check out the official Zoho template for reference.

 

[Skwal]

Hey!!
Thanks a lot for your answer, I'm a real noob on this kind of things
I tried to edit the scenario in the .XML provided by Zoho and then reload it in 3CX but it seems to not working, sorry for my lack of technical background, and my english is quiet basic (I'm french ;-)

So, my scenario was:

<Scenario Id="CreateContactRecord" Type="REST">
<Request SkipIf="[CreateContactEnabled]!=True" Url="https://desk.zoho.eu/api/v1/publishedScripts/416000000129060/execute?publishedTime=1581491137969&amp;securityContext=fljkrfljaflkejfhlejkhflzekjfhlezkjfhlekzjfhlekzjfhlzekjfhlezakjfhezalkjhfezlkjfhlezakjfhljbk:khedflekzajbhfdldkjbheldkzjaebdzejkbdlzekjdblezkjbdlzekjbdezlkdjbazlekdjblzekjdbzeldbjzeldzeblzekjdbzl7&amp;orgId=20083446943" Message="" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<Headers />
<PostValues>
<Value Passes="2" Key="lastName" Type="String">[[CreateContactName]]</Value>
<Value Passes="0" Key="phone" Type="String">[Number]</Value>
</PostValues>
</Request>
<Rules>
<Rule Type="Any">id</Rule>
</Rules>
<Variables>
<Variable Name="Id" Path="id">
<Filter />
</Variable>
<Variable Name="WebUrl" Path="webUrl">
<Filter />
</Variable>
</Variables>
<Outputs Next="" AllowEmpty="false">
<Output Type="ContactUrl" Passes="0" Value="[WebUrl]" />
<Output Type="LastName" Passes="0" Value="[CreateContactName]" />
<Output Type="PhoneBusiness" Passes="0" Value="[Number]" />
<Output Type="EntityId" Passes="0" Value="[Id]" />
<Output Type="EntityType" Passes="0" Value="Contact" />
</Outputs>
</Scenario>


And modified it like this:


<Scenario Id="CreateContactRecordFromClient" Type="REST">
<Request SkipIf="[CreateContactEnabled]!=True" Url="https://desk.zoho.eu/api/v1/publishedScripts/416000000129060/execute?publishedTime=1581491137969&amp;securityContext=fljkrfljaflkejfhlejkhflzekjfhlezkjfhlekzjfhlekzjfhlzekjfhlezakjfhezalkjhfezlkjfhlezakjfhljbk:khedflekzajbhfdldkjbheldkzjaebdzejkbdlzekjdblezkjbdlzekjbdezlkdjbazlekdjblzekjdbzeldbjzeldzeblzekjdbzl7&&amp;orgId=20083446943" Message="" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<Headers />
<PostValues>
<Value Passes="2" Key="lastName" Type="String">[[CreateContactName]]</Value>
<Value Passes="0" Key="phone" Type="String">[Number]</Value>
</PostValues>
</Request>
<Rules>
<Rule Type="Any">id</Rule>
</Rules>
<Variables>
<Variable Name="Id" Path="id">
<Filter />
</Variable>
<Variable Name="WebUrl" Path="webUrl">
<Filter />
</Variable>
</Variables>
<Outputs Next="" AllowEmpty="false">
<Output Type="ContactUrl" Passes="0" Value="[WebUrl]" />
<Output Type="LastName" Passes="0" Value="[CreateContactName]" />
<Output Type="PhoneBusiness" Passes="0" Value="[Number]" />
<Output Type="EntityId" Passes="0" Value="[Id]" />
<Output Type="EntityType" Passes="0" Value="Contact" />
</Outputs>
</Scenario>


I assume that [FirstName], [LastName], [Company], [Number] are values to be used in the CRM field "New Contact Name" on the 3CX side?

Sorry again for my incompetence but I'm not sure that I've done everything you wrote correctly.

Again, thank you!

 

[edossantos]

You should change:
[CreateContactName]

with:
[FirstName] [LastName]

 

[vk_kiev]

Hey!!
Thanks a lot for your answer, I'm a real noob on this kind of things
I tried to edit the scenario in the .XML provided by Zoho and then reload it in 3CX but it seems to not working, sorry for my lack of technical background, and my english is quiet basic (I'm french ;-)

So, my scenario was:

<Scenario Id="CreateContactRecord" Type="REST">
<Request SkipIf="[CreateContactEnabled]!=True" Url="https://desk.zoho.eu/api/v1/publishedScripts/416000000129060/execute?publishedTime=1581491137969&amp;securityContext=fljkrfljaflkejfhlejkhflzekjfhlezkjfhlekzjfhlekzjfhlzekjfhlezakjfhezalkjhfezlkjfhlezakjfhljbk:khedflekzajbhfdldkjbheldkzjaebdzejkbdlzekjdblezkjbdlzekjbdezlkdjbazlekdjblzekjdbzeldbjzeldzeblzekjdbzl7&amp;orgId=20083446943" Message="" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<Headers />
<PostValues>
<Value Passes="2" Key="lastName" Type="String">[[CreateContactName]]</Value>
<Value Passes="0" Key="phone" Type="String">[Number]</Value>
</PostValues>
</Request>
<Rules>
<Rule Type="Any">id</Rule>
</Rules>
<Variables>
<Variable Name="Id" Path="id">
<Filter />
</Variable>
<Variable Name="WebUrl" Path="webUrl">
<Filter />
</Variable>
</Variables>
<Outputs Next="" AllowEmpty="false">
<Output Type="ContactUrl" Passes="0" Value="[WebUrl]" />
<Output Type="LastName" Passes="0" Value="[CreateContactName]" />
<Output Type="PhoneBusiness" Passes="0" Value="[Number]" />
<Output Type="EntityId" Passes="0" Value="[Id]" />
<Output Type="EntityType" Passes="0" Value="Contact" />
</Outputs>
</Scenario>


And modified it like this:


<Scenario Id="CreateContactRecordFromClient" Type="REST">
<Request SkipIf="[CreateContactEnabled]!=True" Url="https://desk.zoho.eu/api/v1/publishedScripts/416000000129060/execute?publishedTime=1581491137969&amp;securityContext=fljkrfljaflkejfhlejkhflzekjfhlezkjfhlekzjfhlekzjfhlzekjfhlezakjfhezalkjhfezlkjfhlezakjfhljbk:khedflekzajbhfdldkjbheldkzjaebdzejkbdlzekjdblezkjbdlzekjbdezlkdjbazlekdjblzekjdbzeldbjzeldzeblzekjdbzl7&&amp;orgId=20083446943" Message="" RequestContentType="application/json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">
<Headers />
<PostValues>
<Value Passes="2" Key="lastName" Type="String">[[CreateContactName]]</Value>
<Value Passes="0" Key="phone" Type="String">[Number]</Value>
</PostValues>
</Request>
<Rules>
<Rule Type="Any">id</Rule>
</Rules>
<Variables>
<Variable Name="Id" Path="id">
<Filter />
</Variable>
<Variable Name="WebUrl" Path="webUrl">
<Filter />
</Variable>
</Variables>
<Outputs Next="" AllowEmpty="false">
<Output Type="ContactUrl" Passes="0" Value="[WebUrl]" />
<Output Type="LastName" Passes="0" Value="[CreateContactName]" />
<Output Type="PhoneBusiness" Passes="0" Value="[Number]" />
<Output Type="EntityId" Passes="0" Value="[Id]" />
<Output Type="EntityType" Passes="0" Value="Contact" />
</Outputs>
</Scenario>


I assume that [FirstName], [LastName], [Company], [Number] are values to be used in the CRM field "New Contact Name" on the 3CX side?

Sorry again for my incompetence but I'm not sure that I've done everything you wrote correctly.

Again, thank you!

Hi,
Have you managed to create a working integration that creates a new contact when a phone number is not in Zohodesk database?
And also can it create ticket when a phone number is not in Zohodesk database?

 

[edossantos]

Hi,
Have you managed to create a working integration that creates a new contact when a phone number is not in Zohodesk database?
And also can it create ticket when a phone number is not in Zohodesk database?

Please note that Zoho Desk is not supported by 3CX. We only support Zoho CRM.

 

[a.ancarani]

Hi I found this on the 3CX FB page. It seems to work but now we found out the Zoho.eu domain is not supported!
I need help in fixing the problem.
Best regards!

 

[edossantos]

Zoho Desk? We only support Zoho CRM...

 

[Evolute IT]

Zoho Desk? We only support Zoho CRM...

That post talks about Zoho Desk. I saw it too.

 

[edossantos]

I didn't see that post, I will check it with marketing, but we only support Zoho CRM....

 

[edossantos]

Sorry about the misunderstanding. The post mentions an extension developed by Zoho, not 3CX. If you have any issue with this integration, you should contact Zoho.