Zendesk Integration Guide

Introduction

• About
• Audience
• Scope

Configuration

• Prerequisites
• Zendesk Integration Setup
• Single Sign-On Setup
• Screen-Pop
• Accessing Zendesk Data from Scenarios

Features and Usage

• Integrated Agent Desktop
• Built-In Softphone and Click-to-Call
• Live Chat and SMS
• Activity History
• Call Center Supervisor

Scenario Examples

• Using Zendesk Integration Scenario Blocks
• Example Chat Scenario: Search for and Pop Zendesk User
• Example Voice Scenario: Search for and Pop Zendesk Ticket
• Ways to Use the Zendesk Request API Block