You can set up your Zendesk integration in three ways:
Only the data integration / synchronization
Only the CTI
The CloudTalk + Zendesk data integration will synch all existing Zendesk data (contacts, tickets, emails, etc.) to CloudTalk, and vice versa. This will allow your agents to have a comprehensive understanding of their customers without having to open multiple systems.
Our CTI integration lets agents use our CloudTalk softphone to make and recieve calls directly from Zendesk, saving time and energy.
If you prefer video setups, here's an instruction video on setting up the CloudTalk & Zendesk integration:
Data Synchronization Setup
Log into your CloudTalk dashboard. From there:
Go to Account > Integrations in the left menu.
Hover over the Zendesk integration and click +Add.
Enter your Zendesk domain.
You will be redirected to a Zendesk login page to log into your account. Select Authorize and follow the authorization flow.
After a successful login, you'll be redirected back to your CloudTalk dashboard, where your integration will be ready to customize:
Choose whether notes, recordings, and customer links are exported as internal notes, which are not viewable by customers. When off, these will be exported as part of the ticket customers can see.
Adding numbers to the Connected numbers section will make it so only data associated with those numbers will synchronize. Leave this section blank to synchronize all data.
When you're done making changes, you can Save the integration to start synchronization.
You can customize or change integration settings at any time from the integration settings page within your CloudTalk dashboard.
New contacts will automatically synchronize as long as the integration is active. This means if you create a new contact or update an existing one in Zendesk, changes are automatically reflected in CloudTalk, and vice versa.
CloudTalk CTI in Zendesk Setup
Steps from Zendesk
Navigate to the Zendesk marketplace and search for CloudTalk.
Select the CloudTalk for Support app. Install.
Select which Zendesk account you would like to install the app to and select Install. (If relevant, make sure this is the same account for which you set up your data integration.)
Optional: Choose whether to enforce security restrictions on your integration by assigning groups or user roles that can access this integration instance. Select Update to finalize.
You can update these settings anytime from your Zendesk admin portal:
Once the CloudTalk for Support app is installed, you will see the CloudTalk logo in the toolbar. Select this logo to log into your CloudTalk Phone if it is your first use, or if you were previously logged in somewhere else.
You may need to allow microphone permissions on your browser.
During the initial setup, you can select the options for how you want your CloudTalk Phone to behave within Zendesk.
When signed in, your CloudTalk Phone is ready to use within Zendesk.
Zendesk Integration FAQs
Q: We have previously been using the data integration only, but now we want to add the CTI. Does this mean we need to reinstall the Zendesk integration?
A: No—they are not connected. Just follow the CloudTalk CTI in Zendesk part of this guide when you're ready to add in this feature.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!