Introduction #
This document will walk you through the step-by-step process, to set up the Zendesk integration. There are some screen shots of the current functionality and how to use from a supervisor point of view.
Gamma Portal #
Please ensure that you have purchased the required CRM bolt on via the Gamma portal for the users who require this. You will also need to ensure that you have all the relevant Contact licences in place also.
Step 1 – Installing the app in Zendesk #
- Access the Zendesk File from your service provider.
- Inside the ‘HorizonContactApp.zip’ you can change the url and company in ‘/assets/iframe.html’, and also change the icons in ‘/assets/’ directory. For more information read the ‘/README.md’ file.
- In the left sidebar, click on the cog icon and then click on the “Go to Admin Centre” link.
- Click ‘Apps’ and integrations and under the Apps section click ‘Zendesk Support apps’.
- Click on “Upload private app” in the top right, which takes you to the “Upload App” page.
- For the “App Name”, enter “Contact”. This is the display name of the app and can be changed to whatever suits the website.
- For the “App File”, click “Choose File”, this will bring up a File Explorer. Navigate and choose the app on your system (it will be a zipped folder).
- Click “Upload”. A “Creating a new App” pop up will appear, notifying you that this is a private app. Click “Upload” again.
- After the loading bar is completed, you will be brought to a summary page about the app. Leave “Enable role restrictions?” and “Enable group restrictions?” as disabled, unless you need to limit which Zendesk user should have access to the app (you can return to this page later by clicking the cog icon on the enabled app and clicking “Change settings”. Scroll down and click “Install”).
- Click the search bar on the left and type ‘talk’ into it. Select the ‘Talk’ option and then disable ‘Enable Talk’. Then click ‘Save’. Now when an agent clicks a user’s phone number to call, only the app will make the call, rather than also attempting to call with Zendesk.
- To add an agent as a team member so they can use this service, go to ‘people’ and under ‘Team’ click ‘Team Members’. On the right hand side of the screen click ‘Add team member’.
- Type in the team member’s details and assign the appropriate role to the member using the drop down. Then click ‘save’. The new member should show up on the list of team members.
Step 2 – Starting the App #
When an agent opens Zendesk, they will need to start the app by clicking the app’s icon from the toolbar, in the top right. This will open anew box containing the app.
Sign in with your Contact account, select your contact method if asked, and set yourself as available.
Clicking the app’s icon again toggles whether the app is shown or hidden, but it will still be active when hidden.
Please note if you haven’t purchased and assigned the Zendesk bolt-on you won’t be able to log in.
Landing Page #
From the landing screen, you can set your availability and queue. You can also use the settings tabs along the bottom.
Inbound Calls #
When an inbound call comes in through the app, it will show the app if it is hidden and starts ringing.
Outbound Calls #
You can make an outbound by either entering a number into the “Phone Number” section of the app and clicking the green “New Outbound Call” button, or clicking on a user’s phone number and selecting “Call this number”. The following screenshot shows both approaches.
Transfer/Consult #
To transfer a call use the down arrow to show which people you can transfer the call to. Once you select the person click the phone icon, then select the highlighted transfer or consult button.
Wrap-Up #
The below image shows how the wrap-up looks in the app and how you can extend this, by clicking the blue + button.
How to Enable/Disable the App #
On the “Admin” page, under the “APPS” section, in “Manage”, you can enable/disable your apps by hovering over the app, clicking the cog icon and clicking the Disabled/Enabled toggle button.
