Solved Call Pop-ups with Zendesk

[Rickkert26]

Hello All,

We are currently integrating Zendesk to our support desk.
One of the functions we want to use is this one:

• Call Pop-ups – when using the 3CX Web Client or Desktop App, the customer record is brought up to you automatically when you receive an inbound call.

We have the CRM integration set-up and the test is working. Call Journaling is working fine, but this creates a ticket after the phone call.
Our goal is to open the customer record on a inbound call.

I've tried it with the V18 webapp and the new desktop app.
In the browser app we have enabled by Settings->Integrations-> Automatically open Contact URL when CRM is enabled.

 

[Evolute IT]

Hello All,

We are currently integrating Zendesk to our support desk.
One of the functions we want to use is this one:

• Call Pop-ups – when using the 3CX Web Client or Desktop App, the customer record is brought up to you automatically when you receive an inbound call.

We have the CRM integration set-up and the test is working. Call Journaling is working fine, but this creates a ticket after the phone call.
Our goal is to open the customer record on a inbound call.

I've tried it with the V18 webapp and the new desktop app.
In the browser app we have enabled by Settings->Integrations-> Automatically open Contact URL when CRM is enabled.

The webpage popup should work automatically if your test works.

As for call reporting, unfortunately there's no way in 3CX to change that behavior, but it can be disabled.

 

[TheodorosG_3CX]

Call Pop-ups – when using the 3CX Web Client or Desktop App, the customer record is brought up to you automatically when you receive an inbound call.

Regarding call pop-up you need to ensure that there is match returned from the CRM to the PBX otherwise the pop-up will not work.
Also you need to ensure that in your browser there is no pop-up blocker that might prevent it.

The call journaling will create a ticket in the CRM by default. In case you don't need it, simply disable this option from the CRM configuration in the PBX.

 

[Rickkert26]

Thanks everyone for the quick response. As far as I can see everything is as you report. So popups are allowed and the integration is enabled. I also tried it with multiple browsers: Edge, Chrome and Firefox.

Here is a screenshot of the test from 3CX:


It displays everything correctly. There is a match with the correct information.
We have disabled ticket journaling.
All we want is to open the client in Zendesk.

When I do a call, I also see at Zendesk Admin that there is a request.

It must be a small thing I'm missing, but I can't see what.

 

[TheodorosG_3CX]

Is there any other CRM contact in the 3CX Phonebook for the same number?
Is this number also a mobile number of an extension?

 

[Rickkert26]

Is this number also a mobile number of an extension?

BINGO! It was indeed a mobile number of an extension. Thank you so much!
It is working now. Have a nice day.

 

[TheodorosG_3CX]

Glad to know this is resolved!!!