Integrating calls in Zendesk allows you to:
- Automate ticket creation/modification for each incoming or outgoing call or text message
- Call your clients in 1 click by clicking on their phone number in Zendesk
- Listen to voicemails left by clients from a Zendesk ticket
- Play back recorded conversations
- Synchronise your Zendesk contacts with your Ringover contacts
- End/make your calls from the Ringover dialer in the Zendesk window
Notes:
- The integration must be carried out from a Ringover and Zendesk account with administrative rights 👨💼
- The integration will be functional for all users on your Ringover team if their email addresses 📧 are identical on the 2 platforms (Ringover email = Zendesk email)
- Zendesk’s “Talk Partner Edition” option is recommended for an optimal Ringover integration: it allows you to be redirected to a user/ticket when a call is answered and improves display of call logs and recordings ⏺️ (voicemail, conversations)
Description of customisable integration settings ⚙️:
“Calls taken into account”: Allows you to define what type of calls will be logged in the CRM.
“Numbers concerned”: Allows you to define the Ringover numbers to be included in the integration.
“Internal calls taken into account”: Allows you to also log calls between Ringover users on your team.
“Creation of a contact page when”: Allows you to decide whether or not Ringover creates a new contact in the CRM for incoming or outgoing calls. New contacts will be labeled “New Ringover contact” so you will then have to rename them in the CRM.
“Contact synchronisation”: Allows you to access your Zendesk contacts in Ringover.
“Text ticket tag”: Allows you to assign a tag to a ticket created by Ringover from a text message log.
“Call ticket tag”: Allows you to assign a tag to a ticket created by Ringover from a call log.
“Status of ticket created”: Allows you to choose what type of ticket will be created according to type of call.
“Talk Partner Edition”: Allows activation of Talk Partner Edition features (Zendesk option).
“Content display”: available only with Talk Partner Edition, allows you to be redirected to a ticket or client file once a call has ended.
“Voice comment”: available only with Talk Partner Edition, allows display of call logs and recordings (voicemail, conversations).
“Text contact creation”: Allows you to decide whether or not Ringover creates a new contact in the CRM when a text message is sent or received. New contacts will be labeled “New Ringover contact” so you will then have to rename them in the CRM.
"Continuous text ticket": If a ticket is already open for the same contact, the text message log will be created in the existing ticket.
"Continuous call ticket": If a ticket is already open for the same contact, the call log will be created in the existing ticket.
