Integration with Zendesk

Technical Prerequisites

Zendesk Account
- Admin rights to install private apps.
Browser Support
- Preferably Chrome and Edge.
Permissions Needed
- Zendesk Admin role to install the CloudAgent app and grant necessary scopes.

Core Features & Behaviors

Feature	Description
Click to Call	Standard CTI Click-to-Call (C2C) – Agents can initiate outbound calls directly from the Zendesk interface using the integrated click-to-call option.
Screen Pop	When a call connects to the agent, CloudAgent searches Zendesk using the customer’s phone number. • If a match is found, a ticket is created and opened. • The search logic and screen pop behavior are managed by the integrated CTI layout and app settings.
Ticket Creation/Update	A new ticket is created when the call connects, based on configurations in the CloudAgent portal and the Zendesk app settings. • If ticket creation fails (e.g., due to field mismatches or request/response issues), CloudAgent will retry at later events such as agent busy, call drop, or disposition. • Once created, ticket fields are updated dynamically during subsequent call events, as per the configured settings.

Feature

Description

Click to Call

Standard CTI Click-to-Call (C2C) – Agents can initiate outbound calls directly from the Zendesk interface using the integrated click-to-call option.

Screen Pop

When a call connects to the agent, CloudAgent searches Zendesk using the customer’s phone number.

• If a match is found, a ticket is created and opened.

• The search logic and screen pop behavior are managed by the integrated CTI layout and app settings.

Ticket Creation/Update

A new ticket is created when the call connects, based on configurations in the CloudAgent portal and the Zendesk app settings.

• If ticket creation fails (e.g., due to field mismatches or request/response issues), CloudAgent will retry at later events such as agent busy, call drop, or disposition.

• Once created, ticket fields are updated dynamically during subsequent call events, as per the configured settings.

Installation of Cloud Agent app

Login to the Zendesk account.
Click on 'Settings' icon in the left navigation as shown below

Click 'Go to Admin Center' in the settings page

Select 'Apps and Integrations' in the Admin Center page
Click on 'Marketplace' in the My Apps page as shown below

Search for 'CloudAgent' in the marketplace and select the 'Cloudagent Call Center Integration' app

Install the 'CloudAgent' app
Post successful installation, the CloudAgent app will be visible on the top menu of the Agent workspace screen as shown below.
To customise the 'CloudAgent' app, click on the 'Private Apps' tab under 'My Apps'
1. Select 'Upload Private App'
2. Provide a name for the app
3. Upload the zip file provided by Ozonetel and select 'Upload'
You can modify the configuration settings by navigating to "Apps and Integrations -> Zendesk Support Apps." Here, you'll find the list of currently installed apps. Click on the settings icon and then select the "Change Settings" button to make your adjustments.
On the change settings page, you can adjust various settings and click the "Update" button to save your changes. Key settings available on this page include:
1. CA - Allow agent location: This option lets agents select their CloudAgent location before logging in.
2. Toolbar URL: Customize the toolbar URL based on your location and requirements.
3. Click2Call: Enable or disable the Click2Call feature as needed.
4. Ticket creation: Configure ticket creation for Inbound, Manual, Preview, Progressive, and Predictive calls.
  1. Customize the ticket subject to your preference.
5. Toolbar Size: Adjust the height and width of the toolbar to fit your needs.