Zendesk Integration

Vodia PBX can be integrated with Zendesk, to make work flow easier.

Access to the feature

In order to integrate Zendesk, first you have to set which accounts (or group of accounts) are allowed to use this feature. For that, in the tenant:

1. Go to Advanced->CRM Integration
2. Open Zendesk
3. Select the Scope. E.g. All accounts, or a group of accounts etc.
4. Enter your Zendesk URL for your company in Zendesk URL field, e.g. https://mycompany.zendesk.com
5. Enter the API token you have created for this account to be able to access the Zendesk API through the PBX
6. Save

Now these accounts can use this feature.

How it works

1. Make sure the users (queue agents etc.) receiving the call have their email set in Vodia PBX; and that email is connected to their Zendesk account in order for the right call to be logged into the right account.
2. When a call is received by a user (extension), and if the caller/customer number exists in Zendesk as a contact, and a ticket exists for that person, then the call is logged as a comment under the latest ticket for that person, with all the details.
3. If the person exists but no ticket, then a new ticket is created and the call is logged in it, with all the call details.
4. If the person does not exist (i.e. the phone number is not found), then a person/contact is created for that phone number, and a ticket is created and the call is logged in it, with all the details of the call.