Zoom Phone - Zendesk Integration User Guide

Overview

This guide explains how to use the Zendesk for Zoom Phone integration. You can manage inbound and outbound calls in Zendesk using the dial pad and sidebar.

Table of Contents

1. What you see in the app
2. Dial Pad
3. Incoming calls from a recognized number
4. Incoming calls from an unrecognized number
5. Outbound calls

 

1. What you see in the app

When installed, the app provides access to Zoom features from within the Zendesk interface. The app is not used directly by the end-user but is used to grant access to Zoom features from within Zendesk. 

The app provides access to the following functions:

• View your phone information

  • Once authorized with Zoom, view your user information. This is used to display your user information, prepare outgoing calls, and verify your account information.

•  View your call log information

  • View information about calls you have made and received.

•  View your call recording information

  • Listen to, or download recordings made from any call to which you were a party.

•  View your recordings

  • Listen to, and download all of your recordings.

2. Dial Pad

The top bar app displays a dial pad that allows you to initiate an outbound phone call. By default, the top bar app displays the dial pad in a collapsed state. A user can enter a phone number into the Enter a name or number field by typing the number, copy and pasting, or using the dial pad. This populates any existing customer-related data. A user can expand the dial pad to display the full numerical options along with a dial button located at the bottom of the tray.

3. Incoming calls from a recognized number

When an incoming call is received from a recognized number in Zendesk, the top bar application opens and displays the user’s information. When the call is answered, a new ticket is automatically created in Zendesk and the agent has the option to choose Click to record call from within Zoom if necessary. The agent can gather all caller details and issue information and enter them into the ticket. When the call is completed, all the call details are captured in an internal note, and the recording of the interaction, if selected is shown below the ticket details when processing is complete.

4. Incoming calls from an unrecognized number

When an incoming call is received from an unrecognized number the agent will have no history of interactions. The agent’s top bar application opens and confirms that the call is indeed from an unknown number. When the call is answered, a new ticket is automatically created and the option to, Click to record call is displayed in Zoom. The agent is able to create a new Zendesk user ID for the associated number dialing in. Details about the interaction are input into the new ticket, and the recording, if selected, will be available after processing is complete.

5. Outbound calls

When a customer exists in the system, the agent can run a search for the existing customer profile. The top bar application opens and the agent can see all phone numbers collected from the user records and tickets. Selecting one of the numbers loads it into the dial pad. The agent is able to make an outbound call, and a new ticket is automatically created. The Zoom Phone client opens and the agent can capture any details needed for the ticket.