Integration with Zendesk
This support article provides a detailed guide on how to seamlessly integrate CloudAgent with Zendesk CRM.
Pre-Requisites
- Customers must have a Zendesk account to login & configure the integration.
Installation of Cloud Agent app
- Login to the Zendesk account.
- Click on 'Settings' icon in the left navigation as shown below
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- Click 'Go to Admin Center' in the settings page
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Select 'Apps and Integrations' in the Admin Center page
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Click on 'Marketplace' in the My Apps page as shown below
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- Search for 'CloudAgent' in the marketplace and select the 'Cloudagent Call Center Integration' app
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Install the 'CloudAgent' app
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Post successful installation, the CloudAgent app will be visible on the top menu of the Agent workspace screen as shown below.
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To customise the 'CloudAgent' app, click on the 'Private Apps' tab under 'My Apps'
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Select 'Upload Private App'
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Provide a name for the app
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Upload the zip file provided by Ozonetel and select 'Upload'
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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.
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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:
- CA - Allow agent location: This option lets agents select their CloudAgent location before logging in.
- Toolbar URL: Customize the toolbar URL based on your location and requirements.
- Click2Call: Enable or disable the Click2Call feature as needed.
- Ticket creation: Configure ticket creation for Inbound, Manual, Preview, Progressive, and Predictive calls.
- Customize the ticket subject to your preference.
- Toolbar Size: Adjust the height and width of the toolbar to fit your needs.
Updated 4 days ago