Zoho CRM

See your customer’s Zoho CRM record right inside the ticket

Install

About this App

Connect Zoho CRM to SparrowDesk and agents see a contact’s Zoho CRM details inside the conversation, without switching tools. SparrowDesk looks up the contact using their Zoho CRM contact ID, or their email if no ID is available. If the contact doesn’t exist in Zoho CRM yet, agents can create one from SparrowDesk.

It works the other way too. Turn on contact sync and new and updated SparrowDesk contacts flow into Zoho CRM. Turn on conversation sync and closed conversations land on the contact record as notes, so sales and CS teams see the support history.

With Zoho CRM connected, your team can:

  • See a contact’s name, email, phone and account in the conversation and on the contact profile
  • Create a Zoho CRM contact from SparrowDesk when no match exists
  • Sync new and updated SparrowDesk contacts to Zoho CRM, with the fields you map
  • Add closed conversations to the matching Zoho CRM contact as a note with the full transcript
  • Open the full contact record in Zoho CRM with View in Zoho CRM

Good to know:

  • SparrowDesk uses the Contacts module. Records still in the Leads module aren’t matched until they’re converted into contacts in Zoho CRM.
  • Each sync has its own toggle. Turn on contact sync, conversation sync, or both. The Zoho CRM panel works whether or not either is on.
  • Conversation sync starts from the day you turn it on. Earlier conversations aren’t synced. A conversation with no matching Zoho CRM contact when it closes isn’t synced later, even if a match is added.
  • One note per conversation. If a conversation is reopened and closed again, SparrowDesk updates the same note with the full transcript.
  • The panel is visible to members with App store access. The Agent role doesn’t have this by default.
  • Disconnecting keeps your data. Contacts and notes already created in Zoho CRM stay there.

How to enable this integration?

You’ll need admin access in SparrowDesk, a Zoho CRM account with permission to authorize connected apps, and access to the contacts you want synced. Zoho CRM runs across separate data centers (.com, .in, .eu, .com.au and others), so sign in to the account that holds the contacts you want to sync.

  1. In SparrowDesk, go to Settings → App store
  2. Find Zoho CRM and click Connect Zoho CRM
  3. Sign in with your Zoho account
  4. Authorize SparrowDesk to access your Zoho CRM account
  5. On the Setup tab, turn on contact sync and map your fields, turn on conversation sync, or both

Once connected, the Zoho CRM panel appears in conversations, on the contact profile and in the contact side panel.

Key features and benefits

CRM context in the conversation. A contact’s name, email, phone and account show in the conversation sidebar and on the contact profile, so agents get CRM context without switching tools.

Create missing contacts from SparrowDesk. If no Zoho CRM record matches, agents click Create contact in Zoho CRM. The contact is created right away, and the sidebar refreshes to show it.

Contact sync with your own field mapping. Map each SparrowDesk field to its Zoho CRM field. Map UTM fields to custom fields or Lead Source, and your sales team gets lead source context without anyone copying it over.

Support history on the CRM record. Closed conversations go to Zoho CRM as notes, with the full transcript and a link back to the conversation in SparrowDesk.

Each tool keeps its job. SparrowDesk stays the source of truth for support conversations. Zoho CRM stays the source of truth for contact and CRM data.

Get started

Follow the step-by-step guide to connect your Zoho CRM account.

Open Zoho CRM setup guide