Zendesk CRM Integration
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3CX provides out of the box integration with Zendesk. This integration shows the contact record on inbound calls, saving the call information by creating new and/or updating existing tickets. It also allows users to make calls to contacts directly from the Zendesk web interface.
- 3CX V15 PRO edition
- 3CX Client for Windows V15 installed
- Zendesk account.
Prerequisite: Your IT Admin needs to give your extension the right to integrate with your CRM of choice.
Configuring the Zendesk Plugin
- In order to open the configuration dialog, press the “Settings” button in the 3CX client for Windows.
- Select “Advanced Settings” and then click “Integration”. The configuration dialog will be shown.
Click on “General” to open the general settings page. From here you can configure the “Contact Open Mode” and the “Behavior”:
Contact Open Mode
- From the drop down menu select when you want the contact record to be opened in Zendesk (on ring, on answer, or don’t open it)
- “Only show CRM contact details when Caller ID length is larger than” - To open the contact record if the Caller ID length is larger than a number of digits set by you (so it’s not launched when another extension is calling you).
- Check the “Enable Journaling” option to automatically create a ticket to enter notes. When this option is set, the plugin will add or update tickets in Zendesk, already bound to the contact matched, when the call ends.
- “Create a new contacts if not found.” Enable this to create new entries when the Caller ID is not found.
- “Maximum digit length to compare.” When an inbound call arrives at your extension, the caller ID may have different formats depending on your PSTN or VoIP Provider. It could have an international format (including the country code), national format (including the region or city code), or local format (including only the local number).
Also, you may have added your contact’s phone numbers in your Zenhdesk account with prefixes that are not present in the caller ID, such as mobile phone prefixes. In this case, to match the caller ID with the contact’s phone number, you need to specify the maximum digit length to compare parameter. Usually this parameter should be the length of your local phone number.
The Zendesk plugin will compare the final number digits of the Caller ID with the final number digits that appear in your contact’s phone number. If you configure this parameter to compare a high number of digits, there's a greater chance that the Caller ID will match up with the contact, but it's possible that the Caller ID will not always match up with some contacts. If you configure the maximum digit length to compare to a lower number of digits, you get less accuracy when matching the Caller ID with your contacts
Now, you need to fill in the Authorization section with your “Zendesk domain” and “Client Secret.”
For the Zendesk configuration you will need the following:
- Zendesk URL
- Client Secret
The Domain should be set to the URL that you use as your entry point to Zendesk, as shown in the screenshot above.
To retrieve your “Client Secret” number you need to:
- Login to your Zendesk account.
- Go to “Settings” and select “API” (under the Channels section).
- Select the “OAuth Clients” and press “add a client”.
- Fill in the appropriate information as per below:
- Client Name: 3CXClient
- Unique Identifier: 3CXClient
Important: Take a note of the “Secret” number as it’s been displayed in full only once. After clicking “Save” only the first nine characters will show.
To Authorize your account, configure the account credentials and press the “Authorize” button. You will receive the following message:
After you finish configuring the Zendesk plugin, you need to restart the 3CX Client. Press “Save” and “Close”.
Important: You must restart your 3CX client in order for the configuration to apply.
When an inbound call arrives at your extension and a contact is matched, the contact record will be automatically shown in your selected browser.
If the contact is not matched and the option on your client “Create new contacts if not found” is checked, Zendesk will automatically open an empty form in a new tab to create the new contact.
When the call ends and if the option “Enable Journaling” is checked, Zendesk will automatically send an email to you, already bound to the contact matched, where you can reply to an open ticket.
Launching Calls from Zendesk
If your administrator has customized the Zendesk account you will be able to launch calls directly via the Zendesk web interface. The only requirement is that you need to have installed the 3CXClickToCall app.
- Go to “People” tab and select the desired “Contact”.
- Press the button “Apps” on the right to open the 3CX Extension.
- Press on the number to “Call via 3CX” to initiate the call.
- If you have not yet install the 3CXClickToCall app, you will receive the following message.
- Press “Launch Application” to procced.
- The 3CX Client for Windows will automatically open with the phone dialed. Just press the “Call” button to initiate the call.