Install and set up GoDesk for Zoho

Before you start

You need administrator access to your GoDesk Voice workspace and Zoho organisation. Each agent needs a GoDesk extension and an individual Zoho user. Confirm that your Zoho subscription allows telephony.

• Use current Chrome or Edge on a desktop, with a working headset or microphone.
• Confirm the network requirements with your IT team.
• If another telephony provider is active, agree a changeover with your administrator before switching. The documented GoDesk setup uses one telephony provider for the organisation.

Setup time depends on your permissions, existing provider and network. Your GoDesk team can help plan the changeover.

Connect your workspace and users

1. Connect GoDesk to Zoho

   Sign in to the GoDesk Voice panel, open your workspace and select the Zoho tab. Choose Connect Zoho. Sign in to Zoho as an administrator and review the consent screen before accepting. You return to GoDesk with Zoho connected.

   Zoho handles your password. GoDesk receives authorisation to connect the services. The PhoneBridge connection requests PhoneBridge.call.log and PhoneBridge.zohoone.search. Your Zoho data centre is detected during connection. See data and permissions.

2. Enable your agents in Zoho

   Open Zoho One → Directory → Marketplace → Telephony, or Zoho CRM → Setup → Channels → Telephony. Open GoDesk, choose Manage Users, then Add User. Add the agents who will make and receive calls.

3. Pair each extension with its Zoho user

   Return to the Zoho tab in GoDesk Voice and select Read Zoho users again. Under Agents, GoDesk matches an extension’s voicemail email to the Zoho user’s email. Select the correct user manually where they differ. Choose Save agents and check that each paired extension shows click-to-call on.

   Pair one extension with one Zoho user. Avoid shared extensions so call attribution remains clear.

Install GoDesk Phone in CRM

Use the GoDesk Phone installation link supplied by your GoDesk team. If the extension is available in your Zoho Marketplace, open Setup → Marketplace → All and locate GoDesk Phone there.

Review the displayed permissions and install the extension for the agents enabled above. Reload Zoho CRM. The phone icon in the bottom bar opens GoDesk Phone.

Check the setup with a test contact

1. Sign in as an agent

   Open the phone panel and enter the workspace, extension and PIN supplied by your administrator. The PIN is the extension’s voicemail PIN. Allow microphone access. A green dot with your name and extension indicates the phone is ready.

2. Check outgoing and incoming calls

   Use an authorised test contact and number. Click the phone icon beside the number in CRM, confirm the call reaches the intended endpoint, then end it. Check an incoming call, caller matching and the answer controls with your test team.

3. Review the record and follow-up

   Refresh CRM Calls after the call ends and check the matching contact or lead, agent, call information and notes. If recordings are enabled, check access using an authorised account. Confirm missed-call logging and the callback process before wider rollout.

Choose what Zoho receives

In the GoDesk Voice Zoho tab, under Calls:

• Show calls in Zoho as they ring and log them when they end controls live reporting and call logging. Turning it off stops that reporting without disconnecting the integration.
• Give Zoho each call’s recording includes a recording link in the call record where a recording exists. Turning it off keeps call logging without the link.

Agree recording notices, access and retention with your organisation before enabling recordings. If setup fails, use the troubleshooting guide.