Clicking a number does nothing or stays on Connecting
Open GoDesk Phone and confirm you are signed in with the green ready indicator. Ask your administrator to check that your extension is paired with your Zoho user and shows click-to-call on.
If you use a separate GoDesk phone instead of the CRM browser panel, click-to-call rings your own extension first. Answer that call to start the customer call. Your extension needs a signed-in phone endpoint to ring.
Another telephony provider is active
The documented GoDesk setup uses one telephony provider per Zoho organisation. Ask your administrator to coordinate a changeover, disable the previous provider in Zoho Telephony, then select Read Zoho users again in GoDesk Voice. Plan the switch so staff know when their calling setup changes.
GoDesk is turned off in Zoho
Check whether telephony was disabled or GoDesk was uninstalled in Zoho. An administrator can review Marketplace → Telephony → GoDesk, enable it where appropriate, then refresh the users in GoDesk Voice. If you intended to remove the integration, follow all steps in the removal guide.
There is no audio or the caller cannot hear me
Check the browser’s site permissions and allow your microphone, then reload CRM. Choose the correct headset in your computer’s sound settings and check its mute control. If the issue continues on an office network, ask IT to review the required signalling and media traffic.
Calls do not appear in Zoho
Wait a few seconds after the call ends and refresh the Calls list. Your administrator should check the extension pairing and the Show calls in Zoho as they ring and log them when they end setting. Store customer numbers in full international format and check for duplicate numbers on different records.
This guide describes PhoneBridge call reporting. The separate GoDesk platform activity connection has its own rules for completed calls and paired records. Do not assume both connections have identical logging rules.
A new colleague cannot use telephony
Add the colleague in Telephony → GoDesk → Manage Users, assign an individual GoDesk extension, select Read Zoho users again and save the correct pairing. Ensure the GoDesk Phone extension is installed for that user.
Can I use GoDesk Phone inside the Zoho mobile app?
No. The embedded GoDesk Phone panel is supported in desktop Zoho CRM using current Chrome or Edge. Discuss separate supported GoDesk phone options with your administrator if you need another calling setup.
Why is a recording missing?
Check whether the call was recorded, recording sharing was enabled and the recording is still retained in GoDesk. A Zoho call record can remain after its linked GoDesk recording is deleted. Your administrator should also check access permissions.
What should I send to support?
Include your workspace name, the affected extension, approximate call time and time zone, browser version and the error message. Describe the steps that led to the problem. Send customer details or screenshots only through an agreed support channel and minimise personal information. Never send passwords, PINs, API keys or authorisation tokens.