• 5.19 • 5.2 • 5.3 • 5.8

Scope

The Zendesk Integration Guide discusses the following aspects of Zendesk integrations:

• Zendesk Integration Setup
  • How to Set Up the Integrated Agent Desktop

• Single Sign-On Setup

• Screen-Pop
  • Configuring Screen-Pop

• Accessing Zendesk Data from Scenarios

• Integrated Agent Desktop

• Built-In Softphone and Click-to-Call
  • Zendesk Softphone
  • Using the Dialpad
  • Click-to-Call functionality

• Live Chat and SMS
  • Example Chat

• Activity History
  • Becoming Familiar with Activity History
  • Linked Interaction Data
  • Default Settings and Customization Options
  • Writing Activity History to Specific Zendesk Tickets
  • Handling Multiple Interactions

• Call Center Supervisor

• Using Zendesk Integration Scenario Blocks
  • Example Scenario

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