Skip to main content
The Zoho Desk integration lets your OpenMic agents look up contacts, create new ones, and open support tickets directly from live calls.

​
Prerequisites

  1. An active Zoho Desk account.
  2. An OpenMic account with at least one agent created.
  3. Access to the OpenMic Dashboard.

​
Step 1: Connect Your Zoho Desk Account

  1. Go to Integrations in your OpenMic Dashboard.
  2. Locate the Zoho Desk card.
  3. Click Connect Zoho Desk.
  4. Log in and approve access.

​
Step 2: Add Zoho Desk Tools to an Agent

  1. Navigate to Dashboard → Simple Agents.
  2. Select or create an agent.
  3. Open the Custom Functions tab.
  4. Click Add Function and choose from:
    • Zoho Desk Contact Get — Look up an existing contact
    • Zoho Desk Contact Create — Create a new contact
    • Zoho Desk Ticket Create — Create a new support ticket
  5. For Contact Get and Contact Create, a Test Phone Number field is available for web call testing.

​
Step 3: Configure Your System Prompt

You are a customer support agent for [Your Company Name]. You help callers with issues and track everything in Zoho Desk.

Today's date and time is {{now.est}}.

Your Approach:
When a caller reaches out, use `zohodesk_lookup_contact` to find their record. If they're new, create them with `create_zohodesk_contact`. Listen to their issue, then create a support ticket with `create_zohodesk_ticket` summarizing the problem.

Key Rules:
- Always look up contacts before creating new ones
- Create a ticket for every support request
- Include a clear summary of the issue in the ticket
Always include today’s date in your system prompt when your agent handles time-sensitive information. See Dynamic Variables for all timezone options.

​
Available Tools

​
Zoho Desk Contact Get

Look up an existing contact in Zoho Desk by phone number.

​
Zoho Desk Contact Create

Create a new contact in Zoho Desk. Collected from caller: Name, email, phone number.

​
Zoho Desk Ticket Create

Create a new support ticket in Zoho Desk. Collected from caller: Issue description, subject, and priority.