Zendesk is a cloud-based platform for managing customer service and support that centralizes all communication channels in a single interface
Key Zendesk Integration Capabilities:
Automatically create a Customer, Organization, Ticket, and comments on Tickets with call information in the CRM upon each call.
Transfer additional call data to entity cards when they are created. For example: UTM tags, call forwarding scheme name, etc.
Integration with Ringostat Smart Phone – pulling the Customer's full name with a link to them.
Smart call forwarding setup: forwarding to the person responsible for an open Ticket.
Integration Setup
The integration is configured individually by our Ringostat specialists. To set up the integration, you need to contact support chat and provide the configuration data.
What is needed to set up the integration:
Zendesk access with "Admin" level (login and password) or login and API token
Zendesk portal URL
List of entities to be created: Customer, Organization, Ticket, Calls
If additional data needs to be transferred to custom text fields of entities – specify the field and entity names and what data should be transferred there
Full name of the Senior Integration Manager
We recommend: setting up Ticket creation by default, as call information (call recording, call duration, type, status, and date/time) is transferred to comments specifically on the Ticket entity
For entities to be created for the respective managers — their full names in Zendesk must fully match the full names in the Ringostat account
How to obtain a Token
The integration uses Basic Auth, which requires the following data:
Username = {{email}}/token
Password = {{token}}
Where:
{{email}} — is the email used to log into the account.
{{token}} — needs to be generated in the account admin panel
The token can be generated as follows:
1.Go to the admin panel
2.Find the API tokens section and create a key there
3.In the API configuration section, enable token access
Integration Logic
When there is a call from/to a new customer's number, Zendesk will create the entities selected by the user during integration setup: Customer, Organization, Ticket, and/or Call.
Additionally, when creating entities, additional data will be transferred if such data was selected.
Example of Newly Created Entities
Customer – with UTM tag transfer configured to custom entity fields:
Organization – with UTM tag transfer configured to custom entity fields:
Ticket with call data:
Tickets for calls are created with the following additional parameters transferred by default:
Priority - Normal
Type - Question
Subject — text containing the call type and customer number
If the call is from/to a number of an existing Zendesk customer, meaning a Customer, Organization, and/or open Ticket was found by the customer's number — a new similar entity will not be created. The call and all necessary data about it will be added to the existing entities.
All newly created entities will be linked together. Tickets will be assigned to the employee responsible for the call or to the senior manager.
Smart Call Forwarding
Forwarding of an incoming call to the responsible manager only for an open Ticket by the customer's number in Zendesk.
Integration with Ringostat Smart Phone
Integration with Ringostat Smart Phone allows you to pull the Customer entity name with a link to it and to the open Ticket in Zendesk
Please note! The link to the Customer will be in the "Contact" button, the link to the Ticket will be in the "Lead" button