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Callbar for Zendesk

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Callbar is an application that allows users to make and receive calls via Talkdesk from any application they are working in. It works just like the existing Call Bar in the main Talkdesk web application or the CTI Widget, giving your agents the power to communicate with your customers in real time.

Some benefits of the Callbar include:

  • Lightweight and easy to use. Talkdesk's Callbar can be used by anyone in your organization.
  • Compatible across applications. Talkdesk supports your existing workflow and ensures you always have the context you need when connecting to customers in real-time.
  • Always accessible. Make and answer calls from anywhere on your desktop - no more having to comb through open tabs for your softphone.

Installing the Callbar for Zendesk is an optional step that will give you the ability to click on a contact in the Callbar and automatically open the associated contact in Zendesk. 

 

Installing the Callbar Connector for Zendesk

In order to install and configure Talkdesk’s Callbar and integrate it with your Zendesk account, follow these steps (Note: you must have admin permissions):

1. If you have not yet done so, install the Talkdesk Callbar application from the Chrome Webstore and make sure your agents do the same by following the instructions here.

2. In case you have been using Talkdesk’s CTI widget, start by deactivating it following the instructions here.

3. Follow these steps to install the Talkdesk Callbar Connector for Zendesk:

  • Click the 'Admin' gear icon [1] on the bottom left sidebar of your Zendesk account.
  • Under 'Apps', click on 'Marketplace' [2].

  • Search the Zendesk marketplace for "Talkdesk" [3] and select the 'Talkdesk Callbar Connector' app [4]:

  • Select the account name and press 'Install' [5]:

  • Go 'Manage' in the 'Apps' menu [6] and tick 'Enabled' in 'Role restrictions' [7] if you wish to grant access permissions only to specific roles.
  • Switch the enable button to ON [8] and save your settings by pressing the button at the bottom of the page:

That’s it! You can now start making and receiving calls using the Callbar, while taking advantage of a 360 degree view of the incoming caller directly in Zendesk, to reduce agent’s time to resolution:

  • Clicking on a contact's integration badge in the Callbar will now automatically open the associated contact in Zendesk. [9]. 

If you wish to be able to call a contact through a single click in Zendesk, also please install Talkdesk's Click-to-Call extension by accessing the link here.

Once installed, while working in  Zendesk you can launch the Callbar and initiate a call to one of your contacts who has a phone number associated, by simply clicking the name on that contact's profile page [10].

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