AVOXI - Zendesk Integration

The AVOXI Genius integration with Zendesk allows organizations to bring together their voice and support platforms seamlessly.  By integrating these technologies, users can focus on voice communication with AVOXI Genius and have their ticketing workflow automatically updated in Zendesk.

Use the below quick links to learn more:

AVOXI - Zendesk Integration Overview

The first feature of the AVOXI Genius and Zendesk integration is the Screen Pop, where End Users stored in Zendesk are displayed in realtime in the Genius webphone when an agent receives or places a call.  Using the caller ID of the incoming call, the integration leverages an API to reference any End User in Zendesk with the same phone number and displays that user to the Agent.  From there, an agent can provide a personalized greeting and confirm contact information right away.  

Also, a link is provided to the agent to quickly access the user's page in Zendesk giving the agent quick and comprehensive access to all the recent activity of the caller.  If the agent is making an outbound call, they can utilize the "Click-to-Call" feature to quickly dial an "End User" in Zendesk and all of the user's information will also be available within the webphone throughout the call.  If the agent ever navigates away from the user's page and needs to quickly access it again, the same link is available directing the agent to the End User's page with all the relevant information and activity for the user.

Automated Workflow

In addition to personalized communication, the ticketing workflow in Zendesk is also automated by the integration.  Using the same API setup for the Screen Pop feature, the Workflow Automation will automatically create tickets in Zendesk from a call in the AVOXI Genius voice platform.  

This allows agents to focus on the call and not worry about separate tasks or switching platforms.  Creating the ticket is done automatically and created as a Genius Autologged ticket with all of the relevant call information saved in the ticket to be easily accessed at any time after the call.  Automating this workflow not only saves the agent time but also prevents the possibility of manual errors from data entry or context switching.  Providing this personalized communication and automated workflow through seamless integration with AVOXI Genius and Zendesk is also easy to set up and can be done in minutes. 

Use our easy to follow guide on How to Install the Zendesk Integration

Coming Soon!

The AVOXI Genius integrations are always growing and being enhanced and the Zendesk integration is no exception.  In upcoming releases, more features will be available for the Zendesk integration including some noted below:

  • Automatically opening a ticket in a new tab at the beginning of every call for even faster agent access
  • Configuring different Statuses and Types for automated ticket creation.  For example, setting an Inbound Answered call as a Question and Submitting it as Open.  Or setting an Outbound Unanswered call as a Task and Submitting is as Pending.
  • Creating a new End User in Zendesk for calls where no matching record is found with the corresponding caller ID or number dialed.

Installing Zendesk Integration

The AVOXI Genius and Zendesk integration gives agents the ability to provide personalized communication while also streamlining and automating their activities.  For more information, check out the main article on the integration here.

As an admin, navigate to the Integrations page in the AVOXI Genius platform and click 'connect' on Zendesk.  

Note:  If the account has not yet been upgraded to the Enterprise license, that will need to be done prior to installing the Zendesk integration.  Follow the steps on the screen or click here for an article with more information on upgrading to Enterprise.

In the "Manage" tab of the Zendesk page, click 'Use Integration' under the Zendesk summary.

Connect the AVOXI application by clicking the '+ Connect your AVOXI' button and filling in the AVOXI credentials.  

Once complete, there will be a 'Datasource is linked' confirmation.

Note:  There is also an option for another user to authorize access by clicking the 'Invite' button.  This will email the user instructions for authorizing the connection.




Connect the Zendesk application by clicking the '+ Connect your Zendesk' button and following the instructions on the screen.

Once complete, there will be a similar 'Datasource is linked' confirmation.

Note:  The Domain is the first portion of the Zendesk URL used to login as seen in the screenshot below.  Once the domain is entered, the authorization process will redirect the user to another window to login to Zendesk for the connection.  There is also the same option for another user to authorize access by clicking the same 'Invite' button during the process.





Once connected, both Applications will display a green circle. Click the 'Next' button to continue.


The system will initialize the data synchronization and a field mapping screen will be displayed.  The field allows fields in Zendesk to map to particular fields in AVOXI for the purpose of displaying information on the webphone.  Unless there is a specific field needed, the default values that are preselected will provide the most common fields needed.

Click 'Next' to move forward with the configuration.  Another similar mapping will be displayed for Accounts.  The same applies here.

Note:  Due to the size of the available fields to map, the 'Next' button will need to be accessed by scrolling through the field mappings portion of the page as well as the broader Integration page as well, the multiple scroll bars will signify when the very bottom of the page has been reached.



Congratulations, the AVOXI and Zendesk integration are complete!  

The Zendesk integration will now show as 'Active' and additional configurations can be updated by selecting the 'Settings' tab at the top of the page.

Note:  The Zendesk card on the main Integrations page will now show a 'Settings' button since it is connected.  This can be accessed at any time to adjust the field mappings or the integration configurations.



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Updated:

January 11th, 2021

Author:

Carson Grimes

Updated By:

Louise Ross

KB ID:

619970

Page Views:

1461

Tags:

zendesk installation guide

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