Zendesk

Zendesk CRM, when integrated with Smartflo, 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.

Follow the steps below to integrate Smartflo with Zendesk Suite.

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

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

Once enabled, click on More Details.

Enable the CRM.

Select the User and enter Domain, Email and API Token and click on Save.

To obtain the domain name, simply copy the URL of your Zendesk account up to the "zendesk.com/".
Enter the Email that uses your Zendesk account.

Follow the below-mentioned steps if you want to fetch API Token:

a. Sign in to your Zendesk account.

b. Click on settings icon and then click on Go to Admin Center.

c. Click on Apps and integrations.

d. Under APIs, click on Zendesk API.

e. Click on Add API token.

f. Give your token a description, Copy the token and then click on Save.

Make sure to copy and store the token before saving it since it won't be visible again after you've clicked Save.

g. You’ll be notified once your token has been successfully saved.

You will be notified of successful integration.

In the Zendesk Admin Center, go to Apps and integrations and select Zendesk Support apps.

Click on Marketplace.

Search for Smartflo.

Install the Smartflo application.

Choose the account for which you want to install the application and click on Install.

Select the role and group restriction, if required and click Install.

Click on the Do Big icon and log in with the account credentials for which the integration has been enabled.

Now, you are ready to make calls using Smartflo in Zendesk.

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

While integrating with Zendesk for a user, it allows you to enable Auto-Ticketing.

Follow the steps below to start using Zendesk on Smartflo.

Sign In to the App.

To use the Click to Call functionality, Click on the Dialpad icon in the bottom pane. Dial the number of your choice.

Once the call has been answered, it’s visible in the active calls section.

The user can choose the Disposition before or after hanging up the call and submit the disposition after hanging up the call.

Once the call has ended, a ticket is created where you can view all the call details, recordings, etc.


Field	Description
Time	Gives the time of call.
From	Number from which the call is initiated.
To	Number to which the call is initiated.
Time of call	Gives the duration of the call.
Location	Call Id
Answered by	Gives the name of the agent who answered the call.
Length of phone call	Gives the length of the call.