Overview

Zendesk Integration connects Cloud-PBX phone system with Zendesk Support, enabling automatic call logging, screen pop with customer context, and seamless phone-to-ticket workflows.

Key Benefits:

• Screen Pop: Display customer information and open tickets when calls arrive
• Automatic Call Logging: Every call logged to customer timeline
• Click-to-Call: Call customers directly from Zendesk tickets
• Call Recording: Access recordings from ticket timeline
• Unified History: Complete customer interaction history in one place
• SLA Tracking: Phone calls counted in SLA response metrics

Requirements:

• Zendesk Support plan (Professional or Enterprise recommended)
• Cloud-PBX Admin access
• Zendesk Admin permissions

Features

Screen Pop

When a customer calls, Zendesk automatically opens in your browser displaying:

Customer Context:

• Contact information and organization
• Open tickets (prioritized by urgency)
• Recent ticket history (last 10 tickets)
• Previous call recordings
• Customer satisfaction scores
• Account notes and tags

Example Screen Pop:

──────────────────────────────────────
📞 Incoming Call

Customer: Michael Chen
Organization: TechStart Solutions
Email: [email protected]
Phone: +1-415-555-0123

OPEN TICKETS:
  🔴 #4782 - Payment Processing Error (High)
     Status: Awaiting Customer Response
     Assigned to: You
     Updated: 2 hours ago

  🟡 #4791 - Feature Request: API Rate Limits
     Status: In Progress
     Assigned to: Product Team
     Updated: Yesterday

RECENT HISTORY:
  ✅ #4756 - Login Issue (Solved, 5 days ago)
  ✅ #4701 - Configuration Help (Solved, 12 days ago)
  
CSAT: 4.8/5.0 (based on 6 surveys)

TAGS: premium-customer, technical-user
──────────────────────────────────────

Automatic Call Logging

Every call automatically creates an entry in Zendesk:

New Issue Call → Creates New Ticket:

Ticket #4812
Type: Call
Status: New
Priority: Normal
Requester: Michael Chen ([email protected])
Assignee: [Agent who answered]

Subject: Phone Call from Michael Chen

Description:
Inbound phone call received
Duration: 7 minutes, 42 seconds
Phone: +1-415-555-0123

Call Summary:
[Agent adds summary during/after call]

Call Recording: [Listen] [Download]
Created: Today at 3:45 PM

Follow-up on Existing Ticket → Updates Ticket:

Ticket #4782 - Updated

New Activity:
──────────────────────────────────────
📞 Phone Call (7m 42s)
Agent: Jennifer Martinez
Time: Today at 3:45 PM

Call Notes:
Customer called for update on payment processing error. Confirmed the issue is resolved after yesterday's patch deployment. Customer tested successfully. Closing ticket as solved.

Recording: [Listen] [Download]

Status Changed: Awaiting Response → Solved
──────────────────────────────────────

Click-to-Call

Call from Anywhere in Zendesk:

From Ticket View:

• Click phone number in ticket to call
• Call button in ticket toolbar
• Click-to-call from customer profile

From Agent Interface:

• Call from customer list/search results
• Call from open ticket queue
• Conference in expert from active call

Outbound Call Logging:

When agent clicks phone number → Call initiated → Logged automatically

Ticket #4812 - Updated
──────────────────────────────────────
📞 Outbound Call (3m 15s)
Agent: Jennifer Martinez
Time: Today at 4:02 PM
To: +1-415-555-0123 (Michael Chen)

Call Notes:
Follow-up call to confirm issue resolution. Customer verified everything working as expected. No further action needed.

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

Call Recording Integration

Call Recordings Stored in Zendesk:

• Accessible from ticket timeline
• Playback directly in Zendesk interface
• Download option for quality review
• Automatic retention per company policy
• Searchable via call metadata

Recording Player:

📞 Call Recording - Ticket #4782
──────────────────────────────────────
[▶️ Play] [⏸️ Pause] [⏭️ Skip 10s]
[🔊 Volume] [⏱️ Speed: 1.0x]

Duration: 7:42
Position: 0:00 ━━━━━━━━━━━━━━━━━ 7:42

[💾 Download] [📋 Transcript] [🔗 Share Link]

Quality Score: 4.5/5.0
Reviewed: Yes (by supervisor)
Tags: payment-issue, technical-support
──────────────────────────────────────

Setup Guide

Zendesk Subdomain: yourcompany
(from yourcompany.zendesk.com)

Admin Email: [email protected]

API Token: [paste token from Step 1]

[Test Connection]

Cloud-PBX User          Zendesk Agent
─────────────────────────────────────────────
Jennifer Martinez  →    [email protected]
David Chen        →    [email protected]
Sarah Johnson     →    [email protected]
[+ Map Another User]

Screen Pop appears → Read customer context while phone rings
Answer call → "Hi [Name], calling about ticket #[Number]?"
During call → Add notes in Zendesk call note field
End call → Verify ticket updated with call details
Recording → Available 2-3 minutes after call ends

Advanced Configuration

Custom Ticket Fields

Map Cloud-PBX Data to Custom Fields:

Example: Map call data to custom Zendesk fields

Cloud-PBX Field          → Zendesk Custom Field
──────────────────────────────────────────────
Call Duration           → custom_field_duration
Call Direction          → custom_field_direction
Call Queue              → custom_field_department
Call Recording URL      → custom_field_recording
Caller Location         → custom_field_location

Use Cases:

• Reporting on call metrics in Zendesk
• Filtering tickets by call characteristics
• SLA calculations based on call type
• Custom dashboards with phone data

Skills-Based Routing

Route Calls to Zendesk Agent Groups:

Cloud-PBX Queue         → Zendesk Group
──────────────────────────────────────────
Technical Support      → Technical Team
Billing                → Finance Team
Sales                  → Sales Team
VIP Support            → Enterprise Support

Benefits:

• Calls routed to specialized teams
• Tickets assigned to correct group automatically
• Better first-call resolution
• Accurate workload distribution

Multi-Brand Support

For Zendesk Suite Growth or Enterprise:

If you support multiple brands in Zendesk:

Cloud-PBX Number         → Zendesk Brand
───────────────────────────────────────────
+1-800-555-0100         → Brand A
+1-800-555-0200         → Brand B
+1-800-555-0300         → Brand C

Result: Tickets automatically created under correct brand, with proper branding and SLA rules.

Webhook Configuration

Advanced: Real-Time Event Sync

Configure webhooks for instant updates:

Cloud-PBX → Zendesk:

• Call started: Update agent status in Zendesk
• Call ended: Create/update ticket immediately
• Call recording ready: Attach to ticket

Zendesk → Cloud-PBX:

• Ticket updated: Sync to call log
• Agent status changed: Update phone system availability
• Customer info updated: Refresh screen pop data

Setup:

1. Admin → Webhooks → Add Webhook
2. Endpoint: https://yourcompany.zendesk.com/api/v2/tickets
3. Authentication: Bearer token
4. Events: Select relevant events

Analytics & Reporting

Phone Support Metrics

Zendesk Explore Reports (requires Zendesk Professional or Enterprise):

Phone Call Metrics Dashboard:

Last 30 Days - Phone Support Performance
─────────────────────────────────────────────
Total Calls: 1,547
  Inbound: 1,312 (85%)
  Outbound: 235 (15%)

Average Handle Time: 6m 23s
First Call Resolution: 76%
Tickets Created from Calls: 1,089

Top Call Categories:
  1. Technical Support (42%)
  2. Billing Questions (26%)
  3. Account Management (18%)
  4. Feature Requests (14%)

Agent Performance:
  Jennifer Martinez: 287 calls, 7m 12s AHT, 78% FCR
  David Chen: 245 calls, 5m 45s AHT, 81% FCR
  Sarah Johnson: 198 calls, 6m 30s AHT, 74% FCR
─────────────────────────────────────────────

Custom Reports

Create Custom Reports in Zendesk Explore:

Report: Call Volume by Queue

Metrics: COUNT(Tickets)
Filters: 
  - Type = "Call"
  - Custom Field: Call Queue
Group by: Custom Field: Call Queue
Date Range: Last 30 days

Report: Average Call Duration by Agent

Metrics: AVG(Custom Field: Call Duration)
Filters:
  - Type = "Call"
  - Ticket Status = "Solved"
Group by: Assignee
Date Range: Last 7 days

Report: CSAT by Call Type

Metrics: AVG(Satisfaction Score)
Filters:
  - Type = "Call"
  - Satisfaction Score > 0
Group by: Custom Field: Call Category
Date Range: Last 90 days

Best Practices

Call Note Standards

Template for Call Notes:

ISSUE:
[Brief description of customer issue]

TROUBLESHOOTING:
[Steps taken to diagnose/resolve]

RESOLUTION:
[How issue was resolved, or escalation path]

CUSTOMER FEEDBACK:
[Customer satisfaction, concerns, or requests]

NEXT STEPS:
[Follow-up actions, if any]

Example:

ISSUE:
Customer unable to process payments via credit card gateway. Error message: "Gateway timeout" occurring since yesterday.

TROUBLESHOOTING:
- Verified payment gateway credentials current
- Checked gateway API status (operational)
- Reviewed error logs: timeout after 30 seconds
- Identified backup payment method causing delays

RESOLUTION:
Temporarily disabled backup payment method as workaround. Issue resolved immediately. Escalated to engineering for permanent fix (internal ticket ENG-2847).

CUSTOMER FEEDBACK:
Customer satisfied with quick workaround. Appreciates proactive escalation. Requests notification when permanent fix deployed.

NEXT STEPS:
- Monitor for engineering resolution
- Send email update when fix deployed
- Schedule follow-up call in 1 week

Quality Assurance

Call Recording Review Process:

Weekly QA Workflow:

1. Sample 10% of calls per agent
2. Review recordings using quality scorecard
3. Score on criteria:
   • Professional greeting
   • Active listening
   • Accurate information provided
   • Issue resolution approach
   • Closing and follow-up
4. Provide coaching feedback
5. Track improvement trends

Quality Scorecard in Zendesk:

Agent: Jennifer Martinez
Call: Ticket #4782 (7m 42s)

Greeting & Professionalism: 5/5 ✅
  - Warm greeting with name
  - Professional tone maintained

Active Listening: 4/5 ⚠️
  - Asked clarifying questions
  - Could pause more for customer input

Issue Resolution: 5/5 ✅
  - Accurately diagnosed issue
  - Provided effective solution

Knowledge: 5/5 ✅
  - Demonstrated expertise
  - Referenced correct documentation

Closing: 4/5 ⚠️
  - Confirmed resolution
  - Missed asking for additional questions

Overall Score: 4.6/5.0

Coaching Notes:
Great technical resolution! Practice active silence to encourage customer elaboration. Always end with "Is there anything else I can help with?"

SLA Management

Configure Phone SLAs:

Response Time SLA:

• Phone calls count as "first response" when answered
• Missed calls create urgent task for callback
• Callback must occur within SLA window

Resolution Time SLA:

• Phone-initiated tickets follow same SLA as other channels
• Time spent on call counts toward resolution time
• Escalated calls trigger SLA warning

SLA Configuration Example:

Zendesk SLA Policy: Phone Support

First Response Time:
  Priority: High → 15 minutes
  Priority: Normal → 2 hours
  Priority: Low → 8 hours
  
  Phone calls: Answered = Response complete ✅
  Missed calls: Create callback task (urgent)

Resolution Time:
  Priority: High → 4 hours
  Priority: Normal → 24 hours  
  Priority: Low → 72 hours
  
  Phone tickets: Same SLA as other channels

Troubleshooting

Screen Pop Not Appearing

Checklist:

1. ✅ Browser popup blocker disabled for Cloud-PBX domain
2. ✅ Integration status shows "Connected" in admin portal
3. ✅ Agent logged into Zendesk in browser
4. ✅ Customer phone number matches format in Zendesk (E.164 vs local)
5. ✅ Screen pop enabled in integration settings

Phone Number Format Matching:

Customer phone in Zendesk: +1-415-555-0123
Will match incoming calls:
  ✅ +14155550123 (E.164)
  ✅ (415) 555-0123
  ✅ 415-555-0123
  ✅ 4155550123

Tickets Not Creating

Diagnostic Steps:

1. Check API Connection:

   • Admin → Integrations → Zendesk
   • Status should show "Connected" (green)
   • Click "Test Connection"

2. Review Integration Logs:

   • Admin → Integrations → Zendesk → Logs
   • Look for error messages
   • Common errors: "401 Unauthorized", "Rate Limit Exceeded"

3. Verify Settings:

   • Ticket creation rules configured
   • Minimum call duration setting (30s default)
   • User mapping complete

4. Check Zendesk API:

   • Verify API token still valid
   • Confirm API rate limits not exceeded (700 req/min for Professional)
   • Check Zendesk status page: status.zendesk.com

Call Recordings Missing

Troubleshooting:

Check Recording Settings:

• Admin → Call Recording → Enabled?
• Storage configured correctly?
• Retention period set?

Check Integration Settings:

• Admin → Integrations → Zendesk
• "Attach call recordings to tickets" enabled?
• Recording URL webhook configured?

Timing: Recordings available 2-5 minutes after call ends (processing time).

Permissions: Ensure Zendesk API has permission to receive attachment uploads.

Click-to-Call Not Working

Checklist:

1. ✅ Cloud-PBX browser extension installed
2. ✅ Extension enabled and logged in
3. ✅ Phone number formatted correctly (clickable in Zendesk)
4. ✅ Agent has outbound calling permissions
5. ✅ Browser allows Cloud-PBX to initiate calls

Browser Extension:

• Chrome: Cloud-PBX Click-to-Call Extension
• Firefox: Cloud-PBX Dialer Add-on
• Download from Cloud-PBX admin portal

Security & Compliance

Data Protection

Data Flow:

• Cloud-PBX → Zendesk: Call metadata, recordings, caller information
• Zendesk → Cloud-PBX: Ticket info, customer details for screen pop
• All data transmitted via HTTPS/TLS encryption

Data Retention:

• Call recordings: Per company policy (configurable)
• Call logs: Retained in Zendesk per ticket retention policy
• PII: Follows Zendesk data protection settings

PCI Compliance

For Payment Card Calls:

• Pause/stop recording during payment information entry
• Use Cloud-PBX PCI-compliant IVR for card capture
• Never log full card numbers in ticket notes
• Redact sensitive info from call transcripts

Configuration:

Admin → Call Recording → PCI Settings:
- [✅] Pause recording for DTMF tones
- [✅] Auto-pause when "payment" keyword detected
- [✅] Resume recording after 60 seconds
- [✅] Redact SSN and card numbers from transcripts

GDPR & Privacy

Customer Rights:

• Right to Access: Provide call recordings upon request
• Right to Deletion: Delete call logs and recordings from both systems
• Right to Portability: Export call data in machine-readable format

Configuration:

• Admin → Privacy → GDPR Tools
• Bulk delete calls for specific customer
• Export call history for data portability

Pricing & Plans

Zendesk Plan Requirements

Minimum Plan: Zendesk Support Professional

• API access included
• Call tracking and logging
• Basic reporting
• Cost: ~$89/agent/month

Recommended Plan: Zendesk Support Enterprise

• Advanced analytics (Explore)
• Custom roles and permissions
• Sandbox for testing
• Priority support
• Cost: ~$149/agent/month

Advanced Features: Zendesk Suite

• Omnichannel support (chat, email, phone, social)
• Answer Bot (AI)
• Advanced AI and automation
• Cost: ~$115-215/agent/month (Suite Professional to Suite Enterprise)

Getting Help

Resources:

• 📹 Video Tutorial: Zendesk Integration Setup (12 minutes)
• 📄 PDF Guide: Best Practices for Phone Support in Zendesk
• 🎓 Webinar: Optimizing Contact Centers with Zendesk + Cloud-PBX

Next Steps

After Setup:

1. ✅ Test screen pop with live call
2. ✅ Verify ticket creation working
3. ✅ Train agents on integrated workflow
4. ✅ Set up quality assurance process
5. ✅ Create custom reports in Zendesk Explore
6. ✅ Monitor integration logs for issues

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