1. Click Edit Call from the CTI pop-up.
   
2. Enter Call Category and Sub-Category.
   
3. For non-service-related calls, enter a description of the interaction in the Description field (this is the comment that would normally be entered in the ServiceBench CEC).
   
4. Click Submit.
   

Manually Log a Call

1. Click the Customer or Case Activity tab.
   
2. Hover over the Plus (+) icon to display the Add menu and select Call to open the Add Call screen. 
   
3. Enter Call Category and Sub-Category.
   
4. Enter the letter "a" in the Call Subject field. (Note: After submission, the Call Subject field auto-populates with a standard entry based on the Call Category, Call Sub-Category, and Item, as applicable).
   
5. For non-service-related calls, enter a description of the interaction in the Description field (this is the comment that would normally be entered in the ServiceBench CEC).
   
6. Click the Calendar icon next to the Start Time field and select the previous day. Click Set; this enters the date in the Start Time field.
   
7. Enter '1' in the Duration field and click Submit.
   

1. Preventative Maintenance
   
2. Recall
   
3. Reimbursement
   
4. Warranty
   

1. Cancel Request
   
2. Claim Credit
   
3. Claim Decision
   
4. Parts Delay - Appliance
   
5. Parts Delay - HVAC
   
6. Re-Assignment Request
   
7. Reschedule Request
   
8. SP Delay
   
9. Status Inquiry
   

1. Add Additional/Optional Coverage
   
2. Billing Inquiry
   
3. Change Payment Information
   
4. Clarification of Charges
   
5. Contract Reinstatement
   
6. Contract Renewal
   
7. Deductible Reimbursement
   
8. Payment
   

1. Coverage Questions
   
2. Do Not Call Request
   
3. No Caller/Dead Air
   
4. Ring No Answer *use for system-initiated call backs with no answer.
   
5. Reached CS in Error
   
6. Referrals for Service Providers
   
7. Service Provider Called with Issue
   
8. Service Provider Contact Information Requested
   
9. Updating Contact Info
   

1. Delay
   
2. Job Authorization
   
3. Job Initiation
   
4. Membership
   
5. Service Provider

Overview

Add a Call Activity in Zoho Desk for each customer interaction. There are two methods to log a call in Zoho Desk: using the CTI pop-up, or adding it manually from either the Customer or Case Activity tab. Logging the call using the CTI pop-up is the quickest option, as it pre-populates most of the fields on the Add Call screen. However, if the CTI pop-up does not populate with the customer information, you will have to manually log the call. All processes are defined in this article.

Service-related Calls vs. Non-service-related Calls​

Log all service-related calls on the Case's Activity tab. Log all other calls (not related to a service request) on the Customer's Activity tab. When logging a non-service-related call the interaction should be noted in the Description field on the Add Call screen. You no longer need to note this interaction in the ServiceBench CEC. Do not change any of the information in the pre-populated fields.