The Zoom Phone Zendesk Integration enables you as a user to access Zoom Phone functionality directly within Zendesk, offering you an enhanced user experience. This includes improvements such as increased efficiency through a unified experience and the automatic synchronization of customer data and interaction history, thereby streamlining post-call tasks.

Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change. After a call, you will see a pop-up for the consent to allow calls to pass through your Zoom client.

This article covers:

• How to access the Zoom Phone for Zendesk integration
• How to make a call from the Zoom Phone for Zendesk app
  • Make a call using the contact searched within Zoom Phone softphone
  • Make an outbound call from a user's profile
• How to use call controls on the Zoom Phone softphone within Zendesk
• • Hold or un-hold a call
  • Mute or unmute a call
  • Record a call conversation
  • Create or update tickets from the Zoom Phone widget during an active call
  • Manage a multi-match scenario
• How to send and receive SMS messages using Zoom Phone for Zendesk app
  • Send a text message to a phone number or contact using Zendesk
  • Read a text message using Zoom Phone for Zendesk
• How to view voicemails in the Zoom Phone for Zendesk app
• How to view call histories in the Zoom Phone for Zendesk app
• How to sign out of Zoom Phone for Zendesk

Prerequisites for using Zoom Phone for Zendesk Integration

• Pro, Business, or Enterprise account
• Zoom Phone license
• Zoom Phone configured
• Zoom client version 5.9.0 or higher
• Zoom Phone for Zendesk installed and configured by your organization's admin
• Signed into the Zoom client as the Zoom Phone for Zendesk app uses the Zoom client to route calls.
• Talk Partner Edition for Zendesk

How to access the Zoom Phone for Zendesk integration

1. On the top bar of your Zendesk window, click the Zoom icon.
2. Click Sign in.
   A new window will open for you to sign in.
3. Enter your Zoom account credentials.
   The required Authorization dialog box will appear the first time you log in.
4. Click Authorize to grant permission to the Zoom app to make API calls on your behalf.
   After you log in you will see the dial panel for the app.
   Note: Once you select Authorize, any subsequent logins will go directly to the login page.

How to make a call from the Zoom Phone for Zendesk app

You can make a phone call using the dial pad, searching for a contact, or from a contact record. You can follow the instructions below.

Make a call using the contact searched within Zoom Phone softphone

1. Sign in to your Zendesk and Zoom Client.
2. Enter the name or phone number of the contact.
   The widget will show the list of customers having either matching names or phone numbers from your Zendesk Contacts.
3. Click the dial icon.
   The call will start.

Make an outbound call from a user’s profile

1. Open a user’s profile.
2. On the Phone field, click the phone number.
3. In the drop-down list, select Call this number.

How to use call controls on the Zoom Phone softphone within Zendesk

Notes:

• Automatically Call From 3rd Party Apps must be enabled by an admin
• While on a call, you will see the dialog box Allow Zoom Phone for Zendesk to manage call control actions on your behalf, asking you to make the following selection to manage your call control:
  You can change your selections at any time.
  • Always: This option will apply to all subsequent calls and the dialog box will stop displaying.
  • Now: This option will apply to your current call and will need to be selected again for your subsequent calls.
  • Never: This option will not allow call control actions.

Hold or un-hold a call

While on a call, you can place the call on hold. You can place up to 4 calls on hold.

1. While on a call, click the Hold button.
   The call will be put on hold and the Hold button will change to Unhold.
2. Click the Unhold button to resume the call.
3. (Optional) If you have several calls on hold, on the top of the Zoom Phone widget, select the call you wish to resume.

Mute or unmute a call

1. While on a call, click the Mute button.
   Your call will be muted and the Mute button will change to Unmute.
2. Click the Unmute button to resume the call.

Record a call conversation

1. While on a call, click the Record button.
   Your call will start recording and the Record button will change to Stop Recording.
2. Click Stop Recording to end the recording.

Create or update tickets from the Zoom Phone Widget during an active call

During an incoming or outgoing call the Zoom Phone Widget displays the ticket screen on clicking the Ticket button which allows you to either update an existing ticket for matched customers or create a new ticket using the drop-down option.

When calls are missed, a ticket is automatically generated, titled Missed call from customer/phone number, including all the call log details.

1. While on a call, click the ticket icon.
   The ticket screen will display.
2. In the drop-down, select Update Ticket to update an existing ticket or select New to create a new ticket.
   For existing tickets, you’ll be presented with the matched customer.
   Note: For incoming calls the customer is identified by their caller number. For outgoing calls, the customer is identified by the callee number.
3. While on the ticket screen, in the middle of the screen, click Cancel to navigate back to the active call screen.
4. While in the active call, in the middle of the screen, click Cancel to get to the ticket screen.
5. (Optional) From the active call screen, click the ticket icon to go back to the ticket screen.

Manage a multi-match scenario

If multiple contact selection is enabled by admin, and the app finds multiple record matches for the inbound caller, you will see a prompt with a list of the matching contacts.

1. Click a contact to select the right contact:
   • If automatic ticket creation is enabled for inbound calls, then a ticket will be created for the selected contact and the selected contact will be shown on the softphone screen.
   • If multiple contacts selection is not enabled, then a contact having a matching number as the direct number in Zendesk will be selected as a matched contact.

How to send and receive SMS messages using Zoom Phone for Zendesk App

The SMS tab in the Zoom Phone Widget within Zendesk allows you to send and receive text messages if you are assigned this privilege by your admin. If you don't have this function, please contact your Zoom admin.

Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change.

Send a text message to a phone number or contact using Zendesk

If you have several direct numbers, you will need to select a single number for sending SMS. You have the ability to dispatch SMS messages to a maximum of 10 recipients concurrently. Furthermore, you can direct a message to an ongoing SMS conversation.

1. Access the Zoom Phone widget in your Zendesk app.
2. From the phone dial pad, select the SMS tab.
3. Click the pencil icon  to start writing your new text message.
4. In the To: box, type the phone number or the name of the contact to send the text message.
5. In the Text... box, type your message.
6. Click the send icon  to send your message.
   Your message will be sent.
   Note: If sending the message fails, click Retry to send it again, or click Delete to delete it.
7. Click the File icon  to send images.

Read a text message using Zoom phone for Zendesk

1. Access the Zoom Phone widget in your Zendesk app.
2. From the phone dial pad, select the SMS tab.
3. Click the text message you desire to read.

How to view voicemails in the Zoom Phone for Zendesk app

1. In your Zoom Phone for Zendesk widget, click the Voicemail tab.
   Note: Voicemail messages are displayed in reverse chronological order, with the most recent messages appearing at the top, along with the caller’s name or number who left the message.
2. (Optional) Click the refresh icon  to view the latest voicemail messages.
3. Hover over a voicemail entry for these options:
   • Click the phone icon  to call the selected number.
   • Click the play icon  to play the associated voicemail.
     The voicemail will display as you play it and you can click the pause icon to pause it.
   • Click on the more icon  , then select Copy Number to copy the phone number or Delete to delete the voicemail.

How to view call histories in the Zoom Phone for Zendesk app

The call log details are captured automatically and added to either a new or existing ticket at the end of the call. The ticket is updated with the following call log metadata:

1. In your Zoom Phone for Zendesk app, click the History tab.
   Your call history will be displayed showing the name, or the number of the users you called with the date and time. The most recent call history will be displayed at the top.
2. Click a call history entry to view the details.
   • Call Type: inbound or outbound.
   • Call duration: The total duration of the call.
   • Call Start Time: The start time of the call in the agent's time zone format.
   • Call Recording/Voicemail URL: Applicable when recording or voicemail is available. Click on the link to view the transcript and listen to the recording/voicemail.
   • Agent Extension: Extension of agent.
   • Agent Name: Name of the agent.
   • Call Id: The unique call ID for the call.
3. (Optional) Hover over a call history entry for the following options:
   • Click the phone icon  to call the selected number.
   • If the call was recorded, click the play icon  to play the associated recording.
     Note: While playing a recording, you can click the pause icon to pause it.
   • Click on the more icon  , then select Copy Number to copy the phone number or Delete to delete the call entry.

How to sign out of Zoom Phone for Zendesk

1. Open the Zoom Phone widget.
2. On the top right corner, click your profile icon.
3. Click Sign Out.