Integrate Zoho Desk with PhoneBurner

In this topic, I will explain how Zoho Desk and PhoneBurner are integrated and the benefits of integration. Firstly, Zoho Desk is a web-based help desk software that includes cloud-based customer support, project management, online user communities, time tracking and billing, while PhoneBurner is web-based auto attendant system. Nowadays, more and more companies are going to Zoho Desk and PhoneBurner for help desk and auto attendant software. What’s more, they are integrating these two Zoho products together. So, what is the reason?

Because Zoho Desk and PhoneBurner are integrated together, companies can get more benefits than one single product. For example, in Zoho Desk, users can receive phone calls through PhoneBurner via an auto attendant system. In PhoneBurner, users can create tickets in Zoho Desk or Zoho support center. So, customers will be able to answer their questions as soon as possible. Besides, employees at a company can also send an email to ask questions or request support from a customer using Zoho Desk. For example, staff members can log into Zoho Desk to take over a customer call. Employees can also create cases in Zoho Desk or Zoho support center through PhoneBurner. In addition, it is easy to integrate these two products together because both of them are created by the same company, while it’s hard to integrate two different products together. So, many companies choose to use both of these products at the same place.

In this part, I will discuss how Zoho Desk and PhoneBurner are integrated together and the benefits of integration. First of all, Zoho Desk lets users create tickets and assign tasks with user-friendly tops. Meanwhile, PhoneBurner is an auto attendant system that lets users to receive phone calls with an auto attendant system. So far, there are three ways to integrate between Zoho Desk and PhoneBurner:

• Manual Integration. In this way, users can create a ticket in Zoho Desk and then they can transfer the ticket into PhoneBurner to create a call button on a call queue page. So, customers will be able to call to the number on the call queue page to get an answer from your organization. However, it takes much time to transfer the ticket manually into PhoneBurner. So, most of the companies just skip this step and go directly to the next one.
• Webhook Integration. In this way, users can automatically transfer a ticket created in Zoho Desk into PhoneBurner to create a call button on a call queue page after saving the ticket in Zoho Desk. So, customers will be able to call to the number on the call queue page to get an answer from your organization immediately after saving the ticket in Zoho Desk. But when customers call your number on the call queue page via an auto attendant system in PhoneBurner, they may not see the person who will deal with their questions right away. So, when customers ask their questions, they still need to wait for the person who deals with their questions arrive at the office.
• Real­time Integration. Users can create tickets in Zoho Desk or Zoho support center via PhoneBurner directly without transferring tickets into PhoneBurner or waiting for their tickets to save in Zoho Desk. So, customers will be able to ask their questions immediately as soon as they know something is wrong with their products or services. In addition, it is easy to integrate these two products together because both of them are created by the same company, while it’s hard to integrate two different products together. So, many companies choose to use both of these products at the same place.

After reading this paper about how Zoho Desk and PhoneBurner are integrated together and the benefits of integration, you might have a better understanding about how Zoho Desk and PhoneBurner work together and why some companies choose to use both of these products at the same place.

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