With the Zendesk integration you are able to locate all open tickets for the number that you are on call and also set up automations to create tickets for calls.

Initial Setup

Configuration

Zendesk CTI

Uninstall

Initial Setup

1. Log in to your NUACOM Account at the NUACOM Web Portal.
2. Navigate through the menu on the left side of the screen to Settings > Apps and Integrations.
3. Once within the Apps and Integrations section, you will see our integrations. Locate Zendesk, and Click on 'View/Edit' and then 'Connect'.

If you are already logged into Zendesk

A new window will open for Zendesk. Inside this window click on the button 'Grant access'.

If you are not logged into Zendesk

If you are not signed into Zendesk the window will open prompting you to log in before completing the connection to the Nuacom platform.

Once you have successfully logged into the Zendesk app, the page will reload and will present you with the configuration options.

Configuration

Mapping Users

The first thing that you need is to map the users between Nuacom & Zendesk. Here is an example of how you can do that:

Sync Resources

The Nuacom integration has the ability to sync resources between Nuacom & Zendesk. The available resources are Organizations & Users. Below is how they are mapped in each system:

You have the ability to choose which resources you'd like to sync, the syncing direction as long as what will happen if conflicts occur. Here is a brief demonstration:

Automatic Ticketing for Calls

The next options give you the ability to set up the automatic ticketing creation for calls. That comes in handy in cases where you need your reporting of calls and written support to be entirely on Zendesk. To enable this functionality follow the steps below:

Here is a brief explanation of the options you have:

For

- All: If you wish to create tickets that have landed in all numbers/queues.

- Number: If you wish to create tickets that have landed in a specific number.

- Queue: If you wish to create tickets that have landed in a specific queue.

Value

- When choosing 'Queue' you may select a specific Queue.

- When choosing 'Number' you must select a specific number.

Call Type/Direction

- Outgoing Answered: If you wish to create tickets for outgoing answered calls.

- Outgoing Unanswered: If you wish to create tickets for outgoing unanswered calls.

- Incoming Answered: If you wish to create tickets for incoming answered calls.

- Incoming Unanswered: If you wish to create tickets for incoming unanswered (missed) calls.

Recording

- Included: This will include a call recording link in the ticket.
- Do Not Include: This will not include a call recording link in the ticket.

Set Ticket Status To

Here you can set a specific ticket status for the ticket that will be created. The available options are:

- New

- Open

- Pending

- Solved

- Closed

Add Tag to the ticket

Here you can add tag(s) in the ticket that will be created. For multiple tags, use comma(,) between them.

Lastly, click on Save Events to save your configurations.

Additional Rules

Now that have setup the automation ticketing creation here are some extra rules that you may need to consider:

You can choose what will happen when an open ticket exists for the number/contact calling & also whether you'd like the ticket that will be created to get assigned to the person that took the call.

Finally, you have the option to quickly setup up the creation of tickets for missed calls. To enable that you can do it by clicking on this option without setting up the event listeners:

Here is an example of how a ticket that has been created automatically by the event listener will look:

If you add notes/tags later to the call these will be added also to the ticket as a new message. If you make corrections to those tags they will get deleted from the original message and will be added in a new message. Here is an example:

Zendesk CTI

If you want to use the CTI functionality of Zendesk you can head here & install the app after you have enabled the integration.

When you install it all users need to log in with their credentials with Zendesk:

When you see your extension number then you have logged in successfully.

Uninstall

1. Log in to your NUACOM Account at the NUACOM Web Portal.
2. Navigate through the menu on the left side of the screen to Settings > Apps and Integrations.
3. Once within the Apps and Integrations section, you will see our integrations. Locate Zendesk, and Click on 'View/Edit' and then 'Disconnect'. Soon all synced data will be removed from the NUACOM database.

That's it! You have successfully set up the Zendesk integration.
If you need further assistance, our support team is available by submitting a ticket or by calling us at 777.