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IPT Connect with Zendesk

Use the IPT Connect application to connect your hosted PBX to Zendesk. User information pops up instantly on your agents Zendesk screen when a call comes in. Voicemails and call recordings can be integrated into Zendesk so agents can listen to recordings or messages and return calls efficiently.

Some of the key features of integration with Zendesk include:

  • One-click calls to Customers from Zendesk
  • A pop-up client card on incoming and outgoing calls.
  • Integration of call statistics and call records.
  • Ability to listen to call records directly from Zendesk.

Prerequisites

  • Account in Zendesk Support
  • IP Telecom Hosted PBX account
  • Equipment for making and receiving calls, such as a softphone or IP phone, must be configured
  • Zendesk Talk Partner Edition

Integrating hosted PBX with Zendesk

Administrators select the license and activate the users that they want to integrate with Zendesk. The users must then integrate individually with their Zendesk account credentials.

  1. Log in to the hosted PBX portal for the account you want to integrate
  2. Go to "IPT Connect" application
  3. Click the "Licenses" tab

  4. Select an available licence with zendesk reference

  5. Enable integration for each user using the toggle in the "Active" column

  6. Adjust the individual user parameters in the "User Features" column:

    • Inbound events - Enable/disable incoming calls processing
    • Outbound events - Enable/disable outgoing call processing
    • Click To Call - Enable/disable "Click-to-Call" functionality within Zendesk CRM
    • Events for extension numbers - Indicates if you want to log events to the integration when calls to and from extension numbers happen. Event logs can be used for troubleshooting.
    • Process calls from the call center - Enable/disable call queue call events processing for agents. This setting is only available for administrators and accounts with live queues in Call Center. If enabled (and the account has Call Center), then Zendesk will send all events to the user, even if he receives calls from a queue. If the parameter is disabled, only personal events will be sent to Salesforce.
    • Enabled device - enable/disable call processing for all user devices. If this option is disabled, then integration only works with the specific devices that are created when you click Save.
  1. Log in to your hosted PBX portal
  2. Go to "IPT Connect" application
  3. Click the "Integrations" tab

  4. Select the Zendesk logo and click Integrate.

  5. Enter the subdomain of your zendesk account.

  6. Enter your Zendesk login details to confirm the integration.

Setting up Zendesk for integration

An administrator must access the Zendesk account to install the IP Telecom app.

  1. Go to Settings > Marketplace

  2. Search for "iptel" app.

  3. Select the app and click Install .

  4. After the app is installed, the logo appears in the upper right corner with option to sign in to your IP Telecom Hosted PBX account.

  5. Enter your hosted PBX credentials and click Submit.

  6. Allow the app to have access to the information as shown.

  7. The app is integrated with your hosted PBX.

Using Zendesk with hosted PBX integration

To make a call through Zendesk

  1. Go to the profile of any user with a number, click the number and select Call this number.

  2. During the call, the softphone opens in the upper right corner and displays the status of your call.

  3. When the call starts, a ticket is automatically created in Zendesk.

  4. When the call ends, a comment is added with a record of the call and details of the call.

Hanging up

  1. Click Hang Up.

Other actions

In the softphone you can also:

  • Add a comment to the ticket
  • Go to the associated call
  • Go to the profile of the member of the call

Enable click-to-call per user

To enable click-to-call for a user:

  1. Log into Hosted PBX.
  2. Select the IPT Connect app.
  3. From the "Licenses" tab, click zendesk-x.

  4. Go to the user and click the phone icon

    phone

  5. Use the toggle to enable click-to-call.

  6. Click Save changes.
  7. After click-to-call is set up, the user features column displays the phone icon in green.