Zendesk APP - To pickup, hangup, transfer, hold, lookup contact, etc.

Discussion in 'Ideas' started by RichardC, Mar 2, 2018.

  1. RichardC

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    Is it possible to build a Zendesk App in which we can pickup, hangup, transfer, hold, lookup contact. Maybe also setting agent status. And possibility to create tickets / adding voicerecordings to ticket.

    It would be nice to minimize the switching through open applications for our agents.

    The current Zendesk CRM Integration is nice: looking up contacts, creating tickets. But not enough unfortunately.

    Zendesk App Dev docs: https://developer.zendesk.com/apps/docs/developer-guide/getting_started

    Zendesk current Apps, which holds a lot of concurring PBX providers but no 3CX app :(
    https://www.zendesk.com/apps/directory/?product=support


    (forum post in which 3CX advised to add idea here https://www.3cx.com/community/threa...side-also-difference-and-functionality.54694/)
     
  2. voiptoys

    voiptoys Active Member

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    As you already know, 3CX has a Zendesk CRM plugin. And we have our own 3CX CRM pugin for 3CX that does even more (including attaching recordings to tickets). We also have an HTTP API that makes it possible for you to do call control functions (call, drop, transfer, barge, etc.). We could probably integrate the to tools (CRM plugin and HTTP API) to achieve what you want.
     
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  3. RichardC

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    Thanks @voiptoys
    Yes i am aware of the VoipTools. Except these have additional costs, which i really don't want next my already (for us) somewhat expensive PBX :)

    I would like for 3CX to deliver this kind of functionality, included in the 3CX license.