This article provides an overview for end-users of how to use UNIVERGE BLUE® CONNECT for Zendesk.
- Getting Started With UNIVERGE BLUE® CONNECT For Zendesk
- Selecting Default Calling Device
- Making Calls
- Receiving Calls
- Editing Call Data
- Multiple Calls
- Call Recordings Attachment
Zendesk is available in the following languages:
- Dutch
- English
- French
- German
- Italian
- Japanese
Language of the Zendesk app is determined by the language selected in the Zendesk account.
Getting Started With UNIVERGE BLUE® CONNECT For Zendesk
Once Zendesk integration for UNIVERGE BLUE® CONNECT is configured by your administrator, you will see UNIVERGE BLUE® CONNECT button in the upper right corner of Zendesk home page.
Click on the icon. You will be asked to log in with your UNIVERGE BLUE® CONNECT credentials. If you experience any issues during this process, please contact your company administrator to ensure you have the correct login credentials.
Selecting Default Calling Device
- At first login you will be asked to select a default calling device that will be used to place and receive calls in Zendesk. Select the device and click Save.
- If you need to change default calling device, click on a gear icon to access Settings.
- Select the device from the list and click Save.
Making Calls
Option 1: Click-to-Call
Click-to-Call allows you to make calls to your contact by just opening existing ticket in Zendesk. First phone number on the page will be dialed automatically.
Option 2: Dialpad
- Dial the number using dialpad buttons, keyboard or just paste it and click Call button.
- You will receive a notification in the new window. Pick up your default calling device and the call will automatically start.
- When the call is picked up on another end, you will see the call duration and details. To finish the call click End Call button in the plugin window or just hang up on your default calling device.
Receiving Calls
Incoming call notification will pop up. To answer the call just pick your default calling device.
If you receive a call from existing Zendesk contact, account name and contact name will be shown. You can click on contact or company name to view the record in Zendesk.
Editing Call Data
The call data can be edited during active call or after it was ended.
Option 1: Existing Ticket
- You can find existing ticket for the phone number. During the call or after it is finised chose Open existing and select a ticket from the dropdown menu.
- UNIVERGE BLUE® CONNECT window with the ticket number will be displayed on your screen.
- You can open and edit the ticket from this menu.
Option 2: New Ticket
You can create a new ticket from UNIVERGE BLUE® CONNECT and add any information to it.
It will be immediately saved in Open status. If the phone number is unknown you can edit the caller's profile.
Multiple calls
Multiple calls can be active at the same time.
- During active call click on Place new call button.
- New tab will be opened. Dial the number to start new call. Previous call will be automatically placed on hold.
Call Recordings Attachment
- To enable the feature to attach call recordings to your Zendesk tickets, you should first login to the integration and click the Settings icon.
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- Next, click the toggle labeled "Attach a call recording to a ticket".
- Now that the feature is enabled, a new comment to the ticket with call information will appear after a call is finished in Zendesk.
- To listen to or download the call recording, you can click the link found in the call information. The player will allow you to pause and change the volume of the recording along with providing you with the option to download the recording.
Known Issues
- The Call information with link to a call recording does not get attached if no ticket is selected during the call or after call has ended.
- The Call information with link to a call recording is getting populated in the ticket after a delay (this may take up to 2 minutes).
- The Call Recordings are stored for up to 90 days, after this period they expire.
- The Call Recordings created by User-A are not accessible by User-B of the same organization.