Skip to content

Integrations - Zendesk

In this chapter, you will learn how to integrate Zendesk with VoIPstudio.

Additional information about this integration can be found at Zendesk marketplace

Configuration

If you don't have a Zendesk account, you can create one here.

Once you login into Zendesk, follow steps below to find VoIPstudio integration:

First, access Zendesk's admin dashboard.

zendesk-dashboard.png

Figure 77.1 Zendesk admin dashboard.
  1. Enter Settings.
  2. Click on Go to Admin Center.

zendesk-integration1.png

Figure 77.2 Zendesk integration setup 1.
  1. Enter Apps and integrations section.
  2. Next click Zendesk Support apps.
  3. Next click Marketplace button.

zendesk-integration2.png

Figure 77.3 Zendesk integration setup 2.
  1. First, filter as Telephony & SMS.
  2. Type VoIPstudio into keywords field.
  3. Click in the shown VoIPstudio option.

zendesk-integration3.png

Figure 77.4 Zendesk integration setup 3.
  1. Click the button Install in order to deploy this integration.

zendesk-integration4.png

Figure 77.5 Zendesk integration setup 4.
  1. If there are no restrictions needed, click the Install button to continue with the installation.

zendesk-integration5.png

Figure 77.6 Zendesk Integration setup 5.
  1. Once installed, refresh the website and the telephone icon will show up. Click on it in order to open VoIPstudio softphone.
  2. Enter your VoIPstudio Email.
  3. Enter your VoIPstudio Password.
  4. Click the Login button to continue.

If your Zendesk plan includes "Talk" feature it should be disabled in order for VoIPstudio integration to work correctly.

This can be done through Zendesk's admin dashboard.

zendesk-disablephone.png

Figure 77.7 Disable Zendesk phone.
  1. Enter Channels section.
  2. Enter Talk in the Talk and email section.
  3. Click on settings.
  4. Uncheck Enable Talk option.
  5. Click on Save to apply changes.

After following these steps, Zendesk is finally integrated with VoIPstudio.

Supported features

Calls and tasks history

Check Zendesk's call and tickets history in the Customers section and VoIPstudio's call history in the softphone.

zendesk-callhistory.png

Figure 77.8 Zendesk call history.

When a unknown inbound call comes in, a call notification will pop up, at the same time, Zendesk will create a customer task and automatically register its contact number.

This information can be modified while you're in the call.

zendesk-inboundcall.png

Figure 77.9 Zendesk inbound call.

Click to call

In the Customers section, you can choose your registered customers in order to call them.

zendesk-clicktocall.png

Figure 77.10 Zendesk click to call.
  1. Click on the customer's phone number
  2. Click Call this number to make an outbound call.

Numbering format

Default numbering format is international +e.164 but if you need you may adjust this tu Local country pone number format. You just need to adjust:

a, From Zendesk Admin dashboard> People> Configuration> End users. “Toggle off Validate user phone numbers” *This allow Zendesk to recognise any phone number and will not apply any modificationd to telphone number. * b, VoIPstudio users will need to browse Zendesk softphone and navigate to Stettings> General, and togle off "Use E.164 for phone numbers"

We strongly reccoment to keep this internaional number format specially if your organization will have employees on different countries. VoIPstudio is capable of handling separate local format for each employee location; but this is not possible from CRM side.