If your agents log time on ZoHo Desk tickets, NexerIQ can turn each time entry into a line on the right employee's work journal — so support time is captured for approval and billing without anyone re-entering it. This guide shows how to switch it on, how agents are matched to employees, and how to use mapping rules so each entry lands with the right phase, task, dimension, and billable flag. (Connect ZoHo Desk first — see ZoHo Desk: connecting and authorizing the integration.)

Before you start

• ZoHo Desk is connected to NexerIQ.
• The Work Journal feature is enabled, so there are work journals for time to land in.

Step 1 — Turn on time-entry sync

Open the Work Journal tab of Settings → ZoHo Desk and tick Create work-journal lines from ZoHo Desk time entries. NexerIQ then shows a webhook URL just below it.

Step 2 — Tell ZoHo to send time entries

Copy that webhook URL (use the Copy button) and add it as a Time Entry webhook in your ZoHo Desk settings. From then on, ZoHo notifies NexerIQ whenever an agent adds, edits, or deletes a time entry.

Step 3 — Match agents to employees

NexerIQ needs to know which employee each ZoHo agent is. It does this automatically by email the first time an agent's time comes through, so in most cases there's nothing to do. To match everyone up front, click Match ZoHo agents to employees: NexerIQ reports how many agents it linked and lists any it couldn't — either because no employee has that email, or because more than one does — so you can correct them.

Step 4 — Set up mapping rules (optional)

Out of the box, each entry becomes a line with its hours, a description from the ticket, and its billable flag — taken straight from the time entry's Billing / Non-Billing setting in ZoHo Desk — that's enough for many teams. If you'd like NexerIQ to also fill in the work phase, task, or a billing dimension automatically — or to force certain work billable or non-billable — add mapping rules on the same tab.

Each rule has two parts:

• When — the value to match: the entry's charge type, the phase or task noted on the entry, or the ticket's category, sub-category, or team.
• Then set — what to apply when it matches: a phase, a task, a dimension value, and/or whether the line is billable.

Rules run in order, so you can pair a broad rule with more specific ones. For each effect you can choose whether the rule replaces a value that's already set or only fills it in when it's still empty. Click New rule to add one, edit or remove rules from the list, and Save to apply.

NexerIQ only shows the phase, task, and dimension options that your company actually uses — if a feature is turned off, its fields are hidden.

What lands in the work journal

• Each time entry becomes a line on that agent's employee work journal — the hours, a description drawn from the ticket, the billable flag (from the entry's Billing / Non-Billing setting in ZoHo Desk, unless a mapping rule changes it), and anything your mapping rules set.
• The line is recorded against the customer's work project. If the customer has no open project, NexerIQ uses the Default work project you set on the tab, or creates one automatically.
• Billable hours are worked out by your time rounding rules when the journal is processed — for every line, billable or not — see Work project time rounding. Non-billable time can still appear on the invoice as a complimentary (free) line.
• If the agent later edits or deletes the time entry in ZoHo Desk, NexerIQ updates or removes the matching line.

Tip: matching is by email, so if an agent's ZoHo email isn't on their NexerIQ employee record, add it to the employee's emails — then run Match ZoHo agents to employees again and the link will succeed.