Solved Partly broken integration? Zendesk x 3CX

[AndreasHD]

We're running Version 20.0 Update 0 (Build 1458) hosted by 3CX
3CX fetches contact info from Zendesk correctly, but on incoming calls it tries to open a new zendesk window, using this lookup:
https://https//[DOMAIN].zendesk.com//agent/search/1?type=user&q=[phonenumber]

Obviously this fails, and does not successfully open a new window with the relevant contact.

Also, with high call volume, you end up with quite a few tabs, is this the intended behavior?

 

[edossantos]

Looks, like you're configuring the client side lookup, not the full integration. And also you configured it with a wrong setting.

If you're configuring the CRM integration from the Admin console > Integrations > CRM, then on the Web Client side you need to choose this option in Settings > Integration:


You're probably selecting the next option "Open Contact in Supported CRM", and then configuring the full URL including the "https" prefix when you should just set the FQDN. In any case, these are 2 different functionalities, if you use the server side approach, you should set the option mentioned above.

 

[AndreasHD]

Hi edossantos, Thanks for replying
If I leave the Client settings at "open contact URL using Server Side CRM integration", nothing happens?
New numbers/contacts doesn't show up in ZenDesk, only existing contacts.
Here is the admin integration setup:

 

[edossantos]

New numbers/contacts doesn't show up in ZenDesk, only existing contacts.

This is by design. When a number is not found in Zendesk, the Web Client will show an "Add contact" link. You must click it, fill the form, and create the contact. This will add the contact details to your Zendesk.

 

[AndreasHD]

That sounds like a decent solution, albeit I don't see any links show up when new Callers call in. Where is it supposed to show up?

 

[AndreasHD]

That sounds like a decent solution, albeit I don't see any links show up when new Callers call in. Where is it supposed to show up?

Okay I figured it out, there is a small "add to contacts" link under the phone number calling. On my display, it is pretty hard to identify.
Thanks @edossantos problem solved.