Idea

brett-youngberg suggested Oct 2, '13 brett-youngberg commented Jul 5, '16

Integration with Zendesk.

Please provide a RingCentral integration with Zendesk so we can route support department calls directly into Zendesk and auto-create tickets, auto-pull existing customer tickets based on incoming callerID and record the calls in the tickets like Zendesk Voice.

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jitender-kumar commented Jun 15, '16

Hello Carl,
There is no special setup required to be able to see incoming calls in RingCenral App for Zendesk. Looks like you are able to install the App correctly since you are able to make outbound calls using the App in Zendesk. When you recieve an incoming call you should see something like the picture below in your Zendesk. It will create ticket in your Zendesk once you answer your RingCentral deskphone or softphone that you use. Please let us know if this does not help

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brett-youngberg commented · Jun 15, 2016 at 05:17 PM

Hi Carl,

Be careful, we tried this and ended up with bunch of tickets created when you don't necessarily what them created in Zendesk (e.g. You don't have Zendesk front and center, you pick up a call on your deskphone, finish it (no ticket necessary), and you have a ticket created for that phone number which just says when it was received (and maybe the length). No transcription and the recording we have turned on in RingCentral isn't included. So you get a lot of empty meaningless tickets.

The most useful would be if the voicemails coming in as voicemail tickets and the call recordings being available inside the ZD interface. It's currently easier to deal with RingCetnral's voicemail emails outside of Zendesk as you can more easily listen to the mp3 quickly than you can from Zendesk. Also have to reassign the ticket as all VM's come into the same Zendesk user.

Hope that helps...

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jitender-kumar commented · Jun 15, 2016 at 05:49 PM

Chis,
Your voice is totally heard, It will certainly makes sense to add SMS and VMs to Zendesk. We are adding Voice and SMS capabilities in Salesforce App to be released this month, We will plan on upgrading Zendesk with same functionality soon, hopefully before end of this year if not sooner

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jitender-kumar commented · Jun 16, 2016 at 09:12 PM

Hello Brett,
Let us check in to Zendesk APIs, if it will allow us to do that

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brett-youngberg commented · Jun 17, 2016 at 04:01 PM

Looks like it can. Just need to add a voice_comment to the tickets you are already creating to add the recording URL and transcription.

You guys are already putting all the info into the ticket comment (start, end, duration, who answered, recording url etc - look at Carl's screenshot above). It appears that if you add a few additional lines and put that same info in the voice_comment and add the transcription text and it will show up in the Zendesk interface and be much more useful way to the users.

https://support.zendesk.com/hc/en-us/articles/203691226-Integrating-telephony-systems-with-Zendesk#t...

Voice mail appears to be the same, just a different id (44 for voicemail instead of 45 for inbound call)

https://developer.zendesk.com/rest_api/docs/voice-api/voice_integration#creating-voicemail-tickets

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jitender-kumar commented · Jun 17, 2016 at 04:14 PM

Thanks Brett, I am creating a JIRA ticket for my team to try this on

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brett-youngberg commented Jul 5, '16

Probably would need their own RingCentral Extensions and Zendesk Agents logins.

We have it where overflow goes to our call center via RingCentral (we've got the call center set up as extensions (one for each concurrent call will take on our account). They get the call through their own system, but when their agent picks up, they have to press 1 to accept so that the call stays in our RingCentral the entire time (and they can do ## ext number to transfer calls to other people in our company. Not sure if that helps you, but let me know if you found a solution as we'd like all their calls to create tickets with the recordings attached. But since they have way more possible agents that can handle our calls, it doesn't make sense to have a Zendesk licence for each of them as only a few of them will be in use at any given time.

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Integration with Zendesk.

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