Zendesk
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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
Requirements for Telavox app in Zendesk
- Telavox CRM Integration add-on.
- Zendesk license with administrator rights
Install from Zendesk marketplace
- Find the Telavox app in the Zendesk marketplace.
- Press install
- Follow the installation instructions
Log in
- Open/log in to Zendesk.
- Tap the Telavox icon in the navigation bar.
- 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
- Install Zendesk Contact Lookup in the Telavox admin portal (App Directory).
- Fill in your Zendesk login details.
- Press “start integration”.
Adding contact lookups to users
- In the Telavox admin portal, navigate to Users -> Call Widgets.
- Select the users who should have contact lookups.
- Click on “Add” in the section on the right.
- Select the Zendesk Lookup Widget.
Other information
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
Reduced administration
Frequently asked questions and answers
What can I do with Telavox integration with Zendesk?
- 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
What licenses do I need?
- A Telavox license
- A Zendesk license with administrator rights
- Telavox CRM integration add-on
- Telavox Contact lookup extension
How do contact lookups work?
- Telavox automatically retrieves customer information from Zendesk when a call comes in
- You can see all relevant customer data directly in the call
Can I integrate with other systems?
Yes, Telavox offers integrations with several other systems such as Hubspot and Salesforce.