Overview

Helpdesk integrations connect Cloud-PBX telephony with customer support platforms, enabling seamless ticket-to-call workflows and comprehensive customer service operations.

Available Integrations:

• Zendesk: Industry-leading support platform
• Zoho Desk: Affordable comprehensive helpdesk solution

Key Benefits:

• Automatic ticket creation from calls
• Screen pop with ticket and customer context
• Call logging to ticket timeline
• Click-to-call from tickets
• SLA tracking and escalation
• Customer satisfaction surveys
• Unified support analytics

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Core Features

Screen Pop

Incoming Call Context:

Incoming Call: +1-415-555-0199
↓
Helpdesk Search:
  1. Open Tickets (Priority)
  2. Customer Profile
  3. Recent Tickets
  4. Account Information
↓
Screen Pop Displays:
──────────────────────────────────────
Customer: Sarah Johnson
Company: Acme Corporation
Phone: +1-415-555-0199
Customer Since: March 2021
Support Plan: Premium
Priority: High (enterprise customer)

OPEN TICKETS:
  🔥 #12489 - Payment Processing Error (High)
     Status: Waiting on Customer
     Age: 2 days
     Last Update: "Sent diagnostic instructions"

  📋 #12501 - Feature Request: Bulk Import (Normal)
     Status: In Progress
     Age: 5 days

RECENT HISTORY:
  - Ticket #12455: Login Issue (Resolved, 1 week ago)
  - Ticket #12387: Configuration Help (Resolved, 2 weeks ago)
  - 8 tickets total (6 resolved, 2 open)

SATISFACTION:
  - CSAT Score: 4.8/5.0 (8 responses)
  - NPS: Promoter (9/10)
  - Last Feedback: "Excellent support!"

CONTRACT:
  - Plan: Premium Support
  - SLA: 2-hour response, 24-hour resolution
  - Account Manager: David Chen
  - Renewal: 60 days
──────────────────────────────────────

Agent Action:
"Hello Sarah! I see you have an open ticket about payment processing. Are you calling about that issue?"

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Automatic Ticket Creation

Call-to-Ticket Workflow:

Scenario 1: New Issue Call

Customer calls → No open ticket → Agent handles call
↓
Cloud-PBX creates ticket automatically:
──────────────────────────────────────
Ticket #12567: Phone Call from Sarah Johnson
Type: Phone Call
Priority: Normal (auto-elevated based on customer tier)
Status: Open
Assignee: [Agent who answered call]
Source: Phone Call

Description:
Phone call received from Sarah Johnson
Duration: 8 minutes, 23 seconds
Caller Number: +1-415-555-0199

Call Summary:
Customer reporting payment processing errors when attempting to charge multiple payment methods. Intermittent issue occurring since yesterday. Affects invoice #INV-2024-1234.

Actions Taken:
- Verified payment gateway logs
- Identified timeout issue with backup payment method
- Temporarily removed backup method as workaround
- Escalated to engineering for permanent fix

Recording: [Call Recording] (8m 23s)

Tags: payments, gateway, technical-issue
──────────────────────────────────────

Scenario 2: Existing Ticket Follow-Up

Customer calls → Screen pop shows Ticket #12489 (open)
Agent answers: "Hello, calling about ticket 12489?"
↓
Call logged to existing ticket:
──────────────────────────────────────
Ticket #12489 - Updated

Added Activity:
📞 Phone Call (8m 23s)
Agent: Jennifer Martinez
Time: Today at 2:45 PM

Call Notes:
Customer called for follow-up on payment issue. Confirmed workaround is functioning. Customer satisfied with temporary solution and understands permanent fix in progress. No further action needed at this time. Will monitor for engineering resolution.

Status: Updated from "Waiting on Customer" → "In Progress"
Priority: Maintained (High)

Recording: [Listen] [Download]
──────────────────────────────────────

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Click-to-Call

Call from Tickets:

• Click phone number in ticket to call customer
• Call customer from ticket toolbar
• Call back from missed call ticket
• Conference with customer from internal discussion

Call Routing:

• Route inbound calls to ticket assignee
• Skills-based routing (agent expertise)
• Queue management with priority
• Callback scheduling for offline customers

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SLA Integration

Track Phone-Based SLAs:

Event	SLA Impact
Call Answered	First Response Time (met)
Call Missed	First Response Time (breach risk)
Resolution Call	Resolution Time (progressed)
Callback Scheduled	SLA pause (customer action)
Follow-up Call	Re-engagement tracked

SLA Dashboard:

Today's Phone SLA Performance
──────────────────────────────────────
First Response (Phone):
  Target: < 2 minutes
  Actual: 1m 42s avg ✅
  Met: 94% (47/50 calls)

Resolution Time:
  Target: < 24 hours
  On Track: 89% (phone-initiated tickets)

Missed Calls:
  Total: 3
  Callbacks Completed: 2 ✅
  Pending: 1 (SLA breach risk) ⚠️
──────────────────────────────────────

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Customer Satisfaction

Post-Call Surveys:

SMS Survey (immediate):

Hi Sarah, thanks for calling Acme Support!

How would you rate your call experience?
1 = Poor | 5 = Excellent

Reply with a number 1-5

Email Survey (after ticket resolution):

Subject: How was your support experience?

Hi Sarah,

Your recent support ticket (#12567) regarding payment processing has been resolved.

Please rate your experience:
[⭐⭐⭐⭐⭐] Overall Satisfaction
[⭐⭐⭐⭐⭐] Agent Helpfulness
[⭐⭐⭐⭐⭐] Issue Resolution
[⭐⭐⭐⭐⭐] Response Time

Comments: [Text box]

[Submit Feedback]

Feedback Aggregation:

Agent: Jennifer Martinez
──────────────────────────────────────
Phone Call CSAT: 4.9/5.0 (52 responses)
Ticket CSAT: 4.7/5.0 (127 responses)
Overall: 4.8/5.0

Recent Feedback:
  ⭐⭐⭐⭐⭐ "Quick resolution, very helpful!"
  ⭐⭐⭐⭐⭐ "Jennifer explained everything clearly"
  ⭐⭐⭐⭐☆ "Issue fixed but took longer than expected"
──────────────────────────────────────

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Platform Comparison

Feature	Zendesk	Zoho Desk
Screen Pop	Yes	Yes
Auto Ticket Creation	Yes	Yes
Call Recording	Yes	Yes
Click-to-Call	Yes	Yes
SLA Tracking	Advanced	Standard
Omnichannel	Yes (email, chat, phone, social)	Yes (email, chat, phone)
AI Features	Answer Bot, sentiment	Zia AI assistant
Pricing	$$$ (Premium)	$ (Affordable)
Best For	Enterprise, contact centers	SMB, growing teams
Multi-brand	Yes (Suite Growth+)	Yes (Professional+)
Custom Apps	Zendesk Apps Marketplace	Zoho Marketplace
API Limits	400 req/min	150 req/min (Standard)

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Use Cases

Customer Support Team

Scenario: Small business support team handling 50-100 calls/day

Setup:

• Zendesk or Zoho Desk integration
• Screen pop for all incoming calls
• Auto-create tickets for new issues
• Click-to-call for callbacks
• Post-call CSAT surveys

Benefits:

• 30% faster ticket resolution (context on call)
• 95% first-call resolution rate
• Complete communication history
• Automated ticket creation (no manual entry)

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Enterprise Contact Center

Scenario: 200-agent contact center with complex routing

Setup:

• Zendesk Suite with Omnichannel
• Skills-based call routing
• Queue management with priorities
• Real-time agent status
• Supervisor monitoring and reporting

Features:

• Call distribution to specialized teams
• Screen pop with customer tier and history
• SLA enforcement and escalation
• Quality management and coaching
• WFM integration for scheduling

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Technical Support

Scenario: SaaS company providing technical phone support

Setup:

• Zendesk with custom ticket forms
• Call recording for quality and training
• Knowledge base article suggestions during call
• Escalation workflows for complex issues
• Integration with engineering tools (Jira, GitHub)

Workflow:

1. Customer calls technical support line
2. Screen pop shows:
   • Product version and configuration
   • Recent errors from system logs
   • Open bug tickets
   • Knowledge base articles for known issues
3. Agent diagnoses and resolves or escalates
4. Call and resolution logged to ticket
5. If escalated: Engineering ticket created with call recording

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Integration Architecture

Call Flow

Incoming Call
     ↓
Cloud-PBX receives call
     ↓
Lookup caller in Helpdesk (API)
     ↓
Screen Pop (webhook to agent browser)
     ↓
Agent answers with context
     ↓
Call conversation
     ↓
Agent adds notes in Helpdesk during call
     ↓
Call ends
     ↓
Create/Update Ticket (API)
     ↓
Post call recording URL
     ↓
Trigger post-call workflow (survey, follow-up)

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Setup Overview

Detailed setup for each platform:

• Zendesk Setup Guide →
• Zoho Desk Setup Guide →

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Best Practices

Ticket Creation Rules

When to Auto-Create Tickets:

• ✅ New customer calling for first time
• ✅ Calls > 2 minutes (substantial conversation)
• ✅ Missed calls (create task for callback)
• ✅ After-hours calls (create ticket for next day)
• ❌ Quick questions (< 30 seconds)
• ❌ Wrong number/spam
• ❌ Internal calls

Ticket Templates:

Template: Phone Call Ticket

Subject: Phone Call from [Customer Name]
Type: Incident
Priority: [Auto-set based on customer tier]
Tags: phone-call, [call-direction]

Description:
Incoming call from [Customer Name] ([Phone Number])
Duration: [Call Duration]
Agent: [Agent Name]

[Call Summary - filled by agent]

Recording: [URL]

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Call Recording Compliance

Recording Announcements:

• Comply with local laws (one-party vs two-party consent)
• Play announcement: "This call may be recorded for quality assurance"
• Store recordings according to retention policy
• Redact sensitive information (PCI compliance for payments)

Access Control:

• Limit recording access to supervisors and agents
• Audit log of recording playback
• Secure storage with encryption

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Quality Management

Call Review Process:

1. Sample 5-10% of calls per agent per week
2. Evaluate using quality scorecard:
   • Greeting and professionalism
   • Active listening
   • Issue resolution
   • Call control
   • Closing and follow-up
3. Provide coaching based on findings
4. Track improvement over time

Quality Scorecard Integration: Link call recordings to quality scores in helpdesk for comprehensive agent performance view.

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Analytics

Phone Support Metrics

Key Metrics to Track:

Metric	Target	Purpose
Average Handle Time (AHT)	5-8 min	Efficiency
First Call Resolution (FCR)	> 75%	Effectiveness
Missed Call Rate	< 5%	Availability
CSAT (Phone Calls)	> 4.5/5.0	Customer satisfaction
Callback Completion	> 95%	Follow-through
SLA Compliance	> 90%	Service level

Dashboard Example:

Phone Support Dashboard - Last 30 Days
──────────────────────────────────────
Total Calls: 1,247
Inbound: 1,089 (87%)
Outbound: 158 (13%)

Performance:
  AHT: 6m 45s ✅
  FCR: 78% ✅
  Missed: 3.2% (40 calls) ✅
  CSAT: 4.7/5.0 ✅

Tickets:
  Created from Calls: 867
  Average per Call: 0.7 (some calls no ticket needed)
  Resolution Time: 4.2 hours (phone-initiated)

Top Call Reasons:
  1. Account issues (28%)
  2. Technical support (24%)
  3. Billing questions (18%)
  4. Feature requests (15%)
  5. General inquiry (15%)
──────────────────────────────────────

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Troubleshooting

Screen Pop Not Working

Check:

1. Integration status (connected?)
2. Phone number format matching
3. Browser pop-up blocker disabled
4. Agent logged into helpdesk
5. User mapping configured correctly

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Tickets Not Created

Check:

1. API connection status
2. Ticket creation rules configuration
3. Agent has permission to create tickets
4. API rate limits not exceeded
5. Review integration logs

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Getting Help

Resources:

• Video Tutorial: Helpdesk Integration Setup (15 min)
• Best Practices Guide: Phone Support Operations (PDF)
• Webinar: Optimizing Contact Center with Integrations (45 min)

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Next Steps