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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michael-adams2594 commented Aug 25, '14

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brett-youngberg commented Sep 22, '14

I should have added that having Voicemails pushed or pulled in Zendesk and be able to listen to the message (without downloading), be able to read a transcription, and have it automatically assigned to the correct Zendesk requester (if already in the database with that phone number) would make for huge time saving. Currently we have RingCentral email the voicemails into zendesk but it's a pain to have to download to listen to them, assign it to the appropriate requester, and then make notes if passing to another Zendesk group or agent that needs to handle it so they don't have to download and listen to it to figure it out.

Should be able to push or pull call recordings as well if necessary to generate a ticket or associate the call with a ticket for reference

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brett-youngberg commented Oct 4, '14

If you are a Zendesk user as well, head on over here to vote on the Zendesk side to help make this happen: https://support.zendesk.com/entries/27593886-RingCentral-Integration

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brett-youngberg commented Oct 4, '14

If you are a Zendesk customer as well, vote over on Zendesk's forum as well so we can make this happen: https://support.zendesk.com/entries/27593886-RingCentral-Integration

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michael-adams2594 commented Oct 4, '14

They now have a RingCentral app for Zendesk. I use it in my account.

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brett-youngberg commented · Oct 04, 2014 at 09:34 PM

Hi Michael, where did you get it? I don't see it on the Apps & Integrations for Zendesk? https://www.zendesk.com/apps#telephony-sms

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michael-adams2594 commented · Oct 06, 2014 at 12:41 PM

Its there, just maybe has not made it on their website yet. (see links below)

http://i60.tinypic.com/doniap.png
http://i57.tinypic.com/23uvkzp.png

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marco-s-casalaina commented Oct 24, '14

RingCentral for Zendesk is here! You can set it up in your Zendesk instance from this link:

https://www.zendesk.com/apps/ringcentral/

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brett-youngberg commented · Nov 19, 2014 at 11:35 PM

Hi Marco,

Thanks. Looking forward to the transcriptions and hopefully SMS Texting back to customers via tickets.

We already forward the RingCentral voicemail email (with mp3) attachment to Zendesk. However, it's a real pain to listen to it, as you have to download the mp3 file locally. Plus they tend to end up in suspended tickets even though we have ringcentral.com on our Zendesk whitelist

Instead of relying on the notification emails could you push the voicemails in via the Zendesk API so the agents can listen to the voicemails (and possibly call recordings) right inside Zendesk? That way we would get the phone number on the ticket as well and easily be able to call the customer back via zendesk

Thanks,

Brett

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brett-youngberg commented · May 31, 2016 at 06:08 PM

Anyway we use the RingCentral SMS to create and respond to tickets inside of Zendesk using our main company number?

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brett-youngberg commented · May 31, 2016 at 06:17 PM

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

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masterpoe2205 commented · Jun 13, 2016 at 08:09 PM

This entire conversation. Please. I agree with every issue and experience the same frustration. All voicemails create tickets on one customer that is a ringcentral email address.

Voice Mails and SMSs need to be better integrated and not an afterthought. I almost want to use textline.com but I am hopefull for a ringcentral solution.

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brett-youngberg commented · Oct 24, 2014 at 05:42 PM

Hi Marco,

Great news!

Couple Questions:

Do recordings of the calls get added to the ticket?
The first screenshot on the RingCentral Zendesk app page you shared shows RingCentral Fax Transmission Results and Text Messages as tickets under the user. Do those come in automatically? Can we respond to RingCentral text messages from Zendesk?
Can we get voicemails from department queues or voicemail only extensions to be added as tickets and automatically assigned to the Zendesk user based on their phone number? Are transcriptions of the voicemail provided?

Thanks!

Brett

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j-ma809 commented Mar 5, '15

Feature Request: Ability to schedule and host a screen share meeting from within Zendesk.

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marco-s-casalaina commented Mar 5, '15

How would you want the screen share inviter to manifest itself? As a button in the RingCentral interface? Or as a button on the End User interface in Zendesk? What would happen when the button is clicked, where would the invite go?

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j-ma809 commented · Mar 05, 2015 at 06:55 PM

I'm not too tech savvy in terms of lingo, but I was imagining a button that either:

(1) Launches and hosts a RingCentral meeting right inside Zendesk, so I wouldn't have to open the desktop app separately nor be taken to my Google calendar separately, OR
(2) Lets me schedule a meeting right inside Zendesk, similar to the feature currently available in your Google extension, OR
(2) Launches the desktop app for RingCentral Meetings without me having to open it separately.

For the first suggestion, perhaps the invite would be placed into a ticket containing the meeting link and info, which is then emailed to the customer from the Zendesk system or by SMS when the SMS feature rolls out for the Zendesk integration app.

For me personally, I would need a RingCentral meeting to launch instantaneously from inside Zendesk, such as when a customer is on the phone and needs to see one of my screens to better understand exactly what I'm trying to explain to them. I'd prefer not to juggle the phone call and at the same time possibly fumbling around with trying to open the desktop app. I'm trying to cut down on the time this could possibly take while a customer who is pressed for time is waiting.

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marco-s-casalaina commented · Mar 05, 2015 at 08:23 PM

Thank you for the feedback, I can see the case where you want to create a meeting right on the fly, that makes sense. We could even make it auto-invite whatever End User you're looking at when you click that button.

In the invite case though, we do that with RingCentral for Google because we have Google Calendar there to back us up for the invite - how would you want the invite to work with Zendesk though?

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j-ma809 commented · Mar 05, 2015 at 09:00 PM

I guess it would be similar to the process that other web meeting providers are utilizing. For example, when I was using Webex, I would set up a meeting and it would automatically email the guest and myself with all the details (without a need for using an intermediary, such as the Google calendar that launches from Zendesk's desktop app). Perhaps, you can have the invite work off the Zendesk email system that currently receives and sends emails on my behalf.

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marco-s-casalaina commented · Mar 05, 2015 at 09:05 PM

Right, that's what I'm thinking for instant conferences. For scheduled conferences though it has to go in a calendar somewhere. Are you suggesting we email you and the other participant with an email containing an attachment with an ICS file for scheduling? We could probably try that although I don't think it'll work in all circumstances.

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j-ma809 commented · Mar 05, 2015 at 10:13 PM

Yes, if that's possible. In my situation, my employees would only have access to their zendesk user account and not a Google calendar or Gmail account. So, there would also have to be a way for my employees to access a scheduled meeting link from within Ringcentral's Zendesk app.

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anif-momin1786 commented Apr 22, '16

This reply was created from a merged topic originally titled Not able to dial out on ringcentral for zendesk. I manage to integrate ringcentral to zendesk and am able to log in to the app. However, when I try to dial to dial out, it gives me the message "unable to connect call. Please try again later"

In the zendesk ringcentral app settings, I logged in using my company number and personal extension. Also, I log into zendesk, clicked on the phone icon on the top right for the zendesk app, and click on the settings. there i changed the number to be the company number (not my direct) and clicked on the 2 check boxes (use 1 to dial out, and auto create ticket on outbound call).

When I dialed out, its says answering but there is not rining on my ringcentral phone. Not sure what to make of it.

Also FYI when i set the number in the zendesk ringcentral app to my direct line, i get the message "unable to connect call. Please try again later"

Any thoughs?

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jitender-kumar commented · Apr 22, 2016 at 11:21 PM

Hello Anif,
You will need to put the direct line in the app settings. Looks like you direct number is associated to your desk phone and you may not be in reach of your desk phone.

Please let us know if that is the case, you can reach us integrationteam@ringcentral.com for further question

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carl2231 commented Jun 15, '16

This reply was created from a merged topic originally titled RingCentral Zendesk Integration. So I've been trying to set up this integration for us at our office, as it would help support quickly find and make phone calls. So far, I have been able to set it up so that I can make outbound calls. However, I have not been able to find a setting/switch/anything to allow inbound calls. I have tried multiple lines, but it just doesn't want to come through.

I did not find anything in the setup guide, or the community regarding this issue. As far as I've read, you log in, enter the number of the line for the agent using it, and it should 'just work'. Am I missing something, or is this a known issue?

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Integration with Zendesk.

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