Zendesk

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Zendesk — Integration Hub

Zendesk CRM, when integrated with our telephony portal, allows your support team to increase efficiency through improved call handling and CRM experience. Zendesk CRM for Acefone boosts your company's efficiency by providing a feature set of numerous efficient ways to manage your call-related tasks inside CRM.

Zendesk — Standard Integration

1. Overview

Agents can handle calls more efficiently without switching between applications, improving productivity and customer response times. With features such as click-to-call, screen pop-ups, automatic call logging, call activity tracking, and access to customer information during live interactions, the integration streamlines support workflows, enhances agent efficiency, and delivers a better overall customer experience.

2. Integration Guide

Prerequisites — Zendesk Account, Telephony Portal Account & a user account to test as well

Setup Steps — Follow the steps below to integrate Acefone with Zendesk Suite.

Follow the below-mentioned steps for actionable on Telephony Portal

1. Login to your Acefone account.

2. Click on Integrations under the Services tab on the side navigation panel.

   

3. Move over to the Zendesk integration section and click on Enable.

4. Once enabled, click on More Details.

5. Enable the CRM.

6. Select the User and enter Domain & Email and click on Save.

   

7. Enable auto ticket if you want to get the logs logged in automatically.

8. You’ll receive a success message of user being enabled for integration.

Follow the below-mentioned steps for actionable on Zendesk CRM & User Account in telephony portal

1. Before switching to Zendesk account. Ensure to download the package from the Steps Section in telephony portal.

   

2. Login to the CRM. Click on Control Center Dropdown of CRM and then click on Go to Admin Center.

   

3. Click on Apps and integrations.

4. Click on upload private app.

   

5. Under Upload App, add the relevant details.

   

6. Click on Upload.

7. Once it is processed click on install.

   

8. You’ll now find the app under enabled apps.

   

9. Now login into your agent account on acetone platform. Go to Zendesk → Steps → Authorize Zendesk(Ensure your Zendesk user account is also logged in, in parallel to enabled user’s telephony portal.

10. You will be notified of successful integration.
11. Now go to support Center and Login into the Installed App using authorized user’s credentials.

12. Perform the calling and check for tickets/logs sample below

How to Use the Integration

Zendesk integration provides the below-listed functionalities of Smartflo.

• Click To Call (Outbound Calls)
• Agent Extension
• Call Notes or Call Description
• Call Detail Records
• Call Disposition
• Auto-ticketing

Sample Data Value

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