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.
Admin configuration of the Zendesk Integration
To download the plugin go to "Settings" > "CRM Integration" Page . From the "Available CRM Integrations" panel select Zendesk and press Download. To assign the Zendesk Plugin to an Extension go to the “Extensions” page and assign the Zendesk plugin to the Extension(s) of your choice.
User Configuration of the Zendesk Plugin
From the 3CX client for Windows, press the “Settings” button.
Select the “Advanced Settings” > “Integration”. The configuration dialog will be shown.
On the General settings you can configure the Contact Open Mode and the Behavior of the Plugin.
Click on “General” to open the general settings page. Here you can configure when you want to open the contact record in Zendesk (on ring, on answer, or don’t open it), and if you only want to open the contact record if the Caller ID length is larger than a number of digits (so it’s not launched when another extension is calling you).
If you also want to automatically register the call activity by creating and updating tickets, you must check the “Enable Journaling” option. When this option is set, the plugin will add or update tickets containing information about the call, after the call has ended. If you want to create a new contact when the Caller ID is not found, just check the option.
In the “Behavior” section you can also change the 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 created your contact’s phone numbers in your Zendesk 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.
From the Zendesk settings you can configure your account credentials and authorize the plugin.
For the Zendesk configuration you will need the following:
- Zendesk URL
- Client Secret
To Authorize your account, configure the account credentials and press the “Authorize” button.
Create an OAuth Client
Login to your Zendesk account and click Manage ().
Select API in the “Channels” category.
Click the “OAuth Clients” tab on the “Channels/API” page, and then click “add a Client” on the right side of the client list. Fill the following details for the 3CX application:
Unique Identifier: 3CXClient
Important: Take a note of the secret as it is displayed fully only once. After clicking Save only the first nine characters will be displayed.
After you finish configuring the Zendesk plugin, you need to restart the 3CX Client.
Configuration Outbound Calls
If you want to make outbound calls from Zendesk’s web interface, you will need to download a file from 3CX and upload it to Zendesk.
Download 3CXZendesk Outbound dialer from here.
Login to Zendesk
Click “Manage” ()
In the APPS category click “Manage”.
Press the “Upload private app” button.
Enter “3CX Extension” in the App Name field. Upload the zendeskoutbounddial.zip for the App file and press “Upload” button.
A message will appear “Creating a new App”. Press “Upload” to continue.
Once the file is uploaded the below message will appear. Press the “Install” button.
Important: “Enable role restrictions?” MUST be unchecked. If you, however, want to assign which users and roles should use the application then enable it and read here for more information.
Once the application is installed you can open a user’s information page and press the “Apps” button on the right side of the page. You will be able to make a call just by clicking on a phone link.