Zendesk

Zendesk — Integration Hub

Zendesk CRM, when integrated with our telephony portal, allows your support team to increase efficiency through improved call handling and CRM experience. Zendesk CRM for Smartflo boosts your company's efficiency by providing a feature set of numerous efficient ways to manage your call-related tasks inside CRM.

Zendesk — IAS Integration

1. Overview

Agents can handle calls more efficiently without switching between applications, improving productivity and customer response times. With features such as click-to-call, screen pop-ups, automatic call logging, call activity tracking, and access to customer information during live interactions, the integration streamlines support workflows, enhances agent efficiency, and delivers a better overall customer experience.

2. Integration Guide

Follow the below-mentioned steps for actionable on Telephony Portal

1. Login to your Smartflo account.

2. Click on Integrations under the Services tab on the side navigation panel.

   

3. Move over to the Zendesk integration section and click on Enable.

4. Once enabled, click on More Details.

5. Enable the CRM.

6. Select the User and enter Domain & Email and click on Save.

   

7. Enable auto ticket if you want to get the logs logged in automatically.

8. You'll receive a success message of user being enabled for integration.

Follow the below-mentioned steps for actionable on Zendesk CRM & User Account in telephony portal

1. Before switching to Zendesk account, ensure to download the package from the Steps section in the telephony portal.

   

2. Login to the CRM. Click on the Control Center dropdown of CRM and then click on Go to Admin Center.

   

3. Click on Apps and integrations.

4. Click on upload private app.

   

5. Under Upload App, add the relevant details.

   

6. Click on Upload.

7. Once it is processed, click Install.

8. You'll now find the app under enabled apps.

9. Now log into your agent account on the Acefone platform. Go to Zendesk → Steps → Authorize Zendesk (ensure your Zendesk user account is also logged in, in parallel to the enabled user's telephony portal).

   

10. You will be notified of successful integration.

11. Now go to the Support Center and log into the Installed App using the authorized user's credentials.

12. Perform the calling and check for tickets/logs — sample below.

    

How to Use the Integration

Zendesk integration provides the below-listed functionalities of Smartflo:

• Click To Call (Outbound Calls)
• Agent Extension
• Call Notes or Call Description
• Call Detail Records
• Call Disposition
• Auto-ticketing

Sample Data Value