How to configure Zendesk with Monema

The virtual PBX service can be connected to the Zendesk service.

Functionalities offered

The functionalities it offers are the following:

• Call emission from Zendesk with a single click on the contact’s phone number.
• Informative popup of received calls indicating the contact, opportunity or organization from which the call is being received.
• Record of calls made with a link to the call recording.
• Reception of calls in the switchboard terminals with the name of the contact obtained from Zendesk.

1. Zendesk connector installation

First, you must enable the access to Zendesk API, to do so go to “Administrator > Channels > API” section and activate the “Password Access” field:

1. Go to the Integrations section and click on “Change configuration” in Zendesk module.
   
2. Fill in the following fields:
   • Zendesk URL: indicate the address of your Zendesk account (ex: https://subdomain.zendesk.com)
   • Zendesk user: indicate a Zendesk user name with administrator permissions (ex: user@email.com)
   • Zendesk Password: indicate the Zendesk user’s password.
     
3. Click on “Check access data”.
4. If the entered data are correct, the following fields will appear where you can finish configuring the integration with Zendesk:
   • Configured extensions: Assign to each extension of your PBX which Zendesk user you want to associate it to. Calls made and received from that extension will be associated to that Zendesk user.
   • Show all incoming calls in Zendesk: if you want all incoming calls to be shown in the popup window in Zendesk, no matter if the extension is going to receive or not, activate this option. If you deactivate it, only the calls answered by the extension assigned to the Zendesk agent will be shown.
   • Show call recordings in Zendesk: If you have call recording activated in your PBX and you activate this option, Zendesk will show the call recording in the tickets associated to a call.
   • Get Caller ID from Zendesk: if this option is activated when receiving calls, the PBX will look for the caller’s name in Zendesk and it will be shown in your phone.
     

2. Configuration in Zendesk

1. Download Zendesk application from this link.
2. Access as administrator to your Zendesk account to the section “Administrator > Applications > Manage” and click on “Upload private application”:
   
3. Select the app file (zendesk-XX.zip) and enter in the “Application name” field the value “Phone integration aaXXXXX” where aaXXXXX is your account name:
   
4. Click on Load. You will then need to configure in the configuration screen the settings that were indicated to you in the control panel of the PBX in step 4 (Server, User and Token).
   

At the top right you will see a new icon with the application installed. Every time you receive or make calls these will appear in Zendesk.