Zendesk

Updated on 13 Apr 2023
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You can get Zendesk information directly on incoming calls in both in our Communicator and in Microsoft Teams with our Infinity Teams App. You can also load the customer in Zendesk to access tickets and more.

Integration Microsoft Teams with Infinity Teams App

With integration with Zendesk, you can open the called/calling customer's ticket and see information from Zendesk directly in your Infinity Teams App.
Callers tickets are shown in your Timeline/History, this way you will get a view of your customers contact points with your organization.

In the Communicator

When you get an incoming call or make an outbound call to a number that we can locate to a user within your Zendesk, it will show in the Call tab and you are able to click it to pop the Zendesk User page open connected to that number

Configuration

To configure the integration, start with Zendesk and then set up the Communicator or Infinity Teams App depending on what you intend to use.

In Zendesk

In the clients you need the following from Zendesk

Domain, for example infracomcommunications.zendesk.com
User - the users Zendesk username/email
API Token - the same token can be used for multiple users

To download the API Token, log in as an admin in Zendesk and Go to Admin and API.

Enable Token Access
Click the Add API token
Save the token for later in a secure way, it will only be displayed once.

Configuring Infinity Teams App

Mandatory:

User - the users Zendesk username/email
Domain - your company Zendesk domain
Token - the one you got from your Zendesk Admin portal above

Optional settings:

Select whether you want Zendesk to open automatically on calls
You can choose whether to open directly on an allocated call or not

Configuring the Communicator

First of all, press The Automations and Integrations button in the left menu and choose Integrations. Then Click Zendesk.

Fill in the following data:

Email - the email used in Zendesk
Domain - your company Zendesk domain
Token - the one you got from your Zendesk Admin portal above

Settings:

Triggers - choose on which events the integration should automatically launch Zendesk
- In the example only answered incoming calls will launch Zendesk but you can still launch Zendesk manually from outgoing calls.
Accounts - choose for which of your accounts/devices you want the triggers to be active
- In the example Zendesk will only launch when you answer the call in the Communicator
Press Save

A green checkbox will show on the right side of the Application if the Credentials were valid, and the Communicator could connect to Zendesk properly.

Now you're all set!

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Table of contents

Integration Microsoft Teams with Infinity Teams App
In the Communicator
Configuration
Configuring the Communicator