Integration with Zendesk Sell

Technical Prerequisites

Zendesk Sell Account
- Admin privileges to install private apps or OAuth tokens.
Supported Versions
- Latest Zendesk Sell SaaS.
Browsers Supported
- Preferably Chrome and Edge.
Permissions Required
- Sell Admin role to install the CloudAgent app.

Core Features & Behaviors

Feature	Description
Click to Call	Standard CTI Click-to-Call (C2C) – Agents can initiate outbound calls directly from the Zendesk Sell 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.
Call Creation/Update	A new call is created when the call gets connected. • If call creation fails (e.g., due to any request/response issue), CloudAgent will retry at later events such as agent busy, call drop, or disposition.

Feature

Description

Click to Call

Standard CTI Click-to-Call (C2C) – Agents can initiate outbound calls directly from the Zendesk Sell 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.

Call Creation/Update

A new call is created when the call gets connected.

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

App Installation Steps

Log in to your Zendesk account.
Go to the Sales page.
Navigate to: Settings → Integrations → Apps.
Click on Upload Private App.
Upload the App:
1. Provide a name for the app.
2. Upload the .zip file from Ozonetel. (Access the file here)
3. Click Upload to proceed.
Configure App Settings:
1. Set the App Title.
2. Enter the CloudAgent Toolbar URL.
3. Choose the call types for which Zendesk logs should be created (e.g., all inbound, manual calls).
4. Specify the toolbar height and width for proper display.
After configuration, the CloudAgent icon will appear in the top menu bar.
Agents can now log in to the CloudAgent toolbar within Zendesk Sell and start making or receiving calls.
All call logs will be available on the Reports page for tracking and analysis.

Also, watch the video for a quick walkthrough of the same.