Zendesk CTI

As an Administrator, you can easily download the Zendesk CTI to your environment through the Admin Portal. Once it's installed, all users in your environment with a Zendesk account will see the app as a widget in Zendesk when they log in.

The CTI itself has its own built-in contact lookup for calls, no need to install the Zendesk Contact Lookup integration if agents work mainly in Zendesk.

Requirements

• CRM Integration additional service added on user level.
• A paid Zendesk account with Administrator rights.
• Requires Talk Partner edition.

Installation instructions

1. Navigate to App Directory.
2. Search for Zendesk in the search field.
3. Click to open Zendesk CTI. 
4. Click on Add to install.
   
5. You will then be redirected to the app in Zendesk Marketplace. Here, click on Install on the Telavox app.
   
6. Select your Zendesk account you have set up with Zendesk to install the app.
   
7. Once installed you will the be redirected back to the your Admin centre page in Zendesk. Click on the home tab in the top right corner. 
8. Then, click on Support to go to all your customers support tickets.
   
9. The Zendesk CTI integration is now complete, and all users in your environment with a Zendesk account can log in and use the app widget within the Zendesk interface.

Zendesk Settings

1. In the app widget, go to Settings.
   
2. Click on Zendesk Settings under the settings menu.
   
3. Here, you'll find various Zendesk settings that you, as a user, can configure yourself.
   
   1. Show app on load
      Decide whether the app widget should automatically open when Zendesk starts or the page is refreshed.
      
   2. Open on new call
      Choose whether a matching contact should open automatically when a new call is initiated.
      
   3. Hide app when clicking a link
      Specify if the app should be hidden when a link is clicked within the call widget.
      

Zendesk Call Logging

The Zendesk Call Logging works outside the Zendesk CTI for example in the Desktop and Mobile app. The integration automatically generate a call report after the call has been ended and getting your agents to add their call activities in the CRM system.

Useful for agents who don’t work directly in Zendesk but still need contact visibility. 

You don't need to download the Zendesk CTI integration to use the Zendesk Contact Lookup integration.

Requirements

• Personal Webhooks additional service added on user level.

If you already have the Contact Lookup installed just click install and go directly to "Adding webhook to users".

1. Click to open Zendesk Call Logging. 
2. Click on Add to install.
   
3. Click on Connect account.
   
4. Input your Zendesk subdomain.
   
5. Click on Start Integration. Then follow the below steps to add the webhook to a user.

Adding webhook to users

1. Navigate to Users.
2. Click on Webhooks.
3. Select the users that should be assigned to the webhook.
4. Click on Add webhook in the section to the right.
5. In the pop up window, choose the "Zendesk Call Logging" webhook.
6. Click on Add.
   

Additional information
In order for webhook to work as intended, make sure any phone number fields in your CRM is stored in E164-format. Numbers formatted this way start with "+" followed by a country code. Numbers should not contain any special characters such as spaces, paranthesis or dashes. Here is an example of a valid number; +46123123123. Make sure that the email address for the agent in Zendesk that receives the webhook matches the one in the Admin portal.

Zendesk Contact Lookup

The Zendesk Contact Lookup works outside the Zendesk CTI for example in the Desktop and Mobile app. The integration let's you see Zendesk contacts under call history and on incoming calls in these apps.

Useful for agents who don’t work directly in Zendesk but still need contact visibility.

You don't need to download the Zendesk CTI integration to use the Zendesk Contact Lookup integration.

Requirements

• Contact Lookup additional service added on user level.

Installing instructions

1. Click to open the Zendesk Contact Lookup.
2. Click on Add to install.
   
3. Click on Connect account.
   
4. Input your Zendesk credentials.
5. Click on Start Integration.
   

Adding call widget to users

1. Navigate to Users.
2. Click on Call Widgets.
3. Select the users that should get the call widget.
4. Click Add widget in the section to the right.
5. In the pop up window, choose the "Zendesk Lookup Widget" and select the contact widget.
6. Click on Add widget.
   

Additional information

In order for contact lookup to work as intended, make sure any phone number fields in your CRM are stored in E164-format. Numbers formatted this way start with "+" followed by a country code. Numbers should not contain any special characters such as spaces, parentheses or dashes. Here is an example of a valid number; +46123123123.