Zendesk

Help Desk
Gather all essential functions in one place without switching between tools. Combine telephony and help desk in the same platform.

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Managing calls in Zendesk

Answer and make calls directly in Zendesk. With the Telavox app in Zendesk, you get total control over connecting and parking calls, while staying focused on your customers.

Log calls and tickets in real time

Streamline your work by easily logging calls and creating tickets directly during ongoing calls.

Full overview of previous calls and cases

See the customer’s history of incoming or ongoing calls. Recent calls and tickets are presented and linked, so you can quickly click through to the relevant ticket or contact in Zendesk.

Quick access to important customer information

By seeing past interactions, you can personalize your communication and offer a more relevant and personalized service right on the spot.

Synchronize information to Telavox

When you answer calls in Telavox, relevant customer information is automatically retrieved from Zendesk. You can instantly see who is calling, company name, email and account manager responsible – all to provide the best possible service from the first second.

Quick access to the customer card

All calls you handle in Telavox are automatically linked to the right contact in Zendesk. This gives you instant access to the customer’s complete history, the ability to record call notes and a clear overview of ongoing cases and opportunities. This streamlines both your follow-up and ongoing customer care work.

Transcribed calls directly in Zendesk

Phone calls are transcribed and linked to the customer’s profile, giving you easy access to history and past cases. This allows your team to provide a more personalized and efficient service.

Requirements for Telavox app in Zendesk

  • Telavox CRM Integration add-on.
  • Zendesk license with administrator rights

Install from Zendesk marketplace

  1. Find the Telavox app in the Zendesk marketplace.
  2. Press install
  3. Follow the installation instructions

Log in

  1. Open/log in to Zendesk.
  2. Tap the Telavox icon in the navigation bar.
  3. Log in with your Telavox details.

Requirements for contact lookup in Telavox

  • Telavox Contact Lookup extension.
  • To get started with contact lookup, make sure the account you are using has API access.

Installing contact lookups

  1. Install Zendesk Contact Lookup in the Telavox admin portal (App Directory).
  2. Fill in your Zendesk login details.
  3. Press “start integration”.

Adding contact lookups to users

  1. In the Telavox admin portal, navigate to Users -> Call Widgets.
  2. Select the users who should have contact lookups.
  3. Click on “Add” in the section on the right.
  4. Select the Zendesk Lookup Widget.

Other information

For contact lookups to work correctly, all phone numbers in your CRM system need to be stored in E164 format. Numbers in this format start with “+” followed by the country code. Numbers must not contain any special characters such as spaces, brackets or hyphens. Here is an example of a valid number: +46123123123

Benefits of integrating Zendesk with Telavox

Optimize your customer communication by integrating Telavox with Zendesk.
Save time, improve customer experience and streamline workflows for your team.

More effective customer service

Manage all your phone calls directly in Zendesk. Save time by having all the information in one place and increase the efficiency of each customer contact.

Personalized customer experiences

Get instant access to key customer information during the call. Deliver a more informed, seamless and personalized customer experience without having to switch between tools.

Reduced administration

Automate much of the manual work of recording and updating customer data. Focus on what really matters – your customers.

Frequently asked questions and answers

  • Make and receive calls directly in Zendesk
  • See customer information automatically on incoming calls
  • Manage call history and customer data in one place
  • Transfer and park calls directly in Zendesk
  • Automatically log transcription of phone calls
  • A Telavox license
  • A Zendesk license with administrator rights
  • Telavox CRM integration add-on
  • Telavox Contact lookup extension
  • Telavox automatically retrieves customer information from Zendesk when a call comes in
  • You can see all relevant customer data directly in the call

Yes, Telavox offers integrations with several other systems such as Hubspot and Salesforce.

Get a tailored demo and quote for your business

See how Telavox can save time and improve communication in your business. Our experts will guide you through a demo and give you a tailored quote.

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