Using Zendesk Click-to-Call and Contact Pop
The Click-to-Call feature allows you to call any customer directly from Zendesk through the Talkdesk Zendesk Connector. Additionally, the Contact Pop is a feature that allows agents to pop the Zendesk contact’s page, upon clicking on the integration’s badge in Conversations.
Neither Click-to-Call nor Contact Pop require a specific setup process. For more information, please check Activating your Talkdesk Zendesk Connector.
Note: The Talkdesk Click-to-Call Extension cannot be used within the same domain of the Talkdesk connector. This means that it cannot be used in Zendesk as it will conflict with the connector and may disconnect it. To use it, you need to configure the Talkdesk Click-to-Call Extension Options to exclude the Zendesk domain from the extended detection exception scope.
To use our Talkdesk for Zendesk Click-to-Call feature, you will need to be either inside a User’s page or in one of their Tickets.
Next, please follow the next steps:
1. Log in with your Talkdesk account in the Talkdesk Zendesk Connector.
2. If you have the Talkdesk Zendesk Connector configured with “external” check if you have the green icon followed by “Connected”.
3. If you have the Talkdesk Zendesk Connector configured with Workspace, check if Conversations displays any warning, showing also the “Available status”.
4. Within Talkdesk Zendesk Connector, it’s possible to launch a direct call by clicking the “call this number” option.
Note: To properly trigger a call using Talkdesk Zendesk Connector, phone numbers in Zendesk must be specified either in international, national formatting or in standard E.164 format: the plus sign (+), country code, area code, and number. If providing a number in local national format, you should also specify the country as an optional parameter.
In an inbound call, Conversations will start ringing, and it will show standard information about the incoming call, such as the caller’s number and Call ID. If the incoming number is on Talkdesk’s database and in sync with your Zendesk account, it will display Zendesk’s badge which, once clicked, opens the contact in Zendesk.
You don’t need further configurations, as the Contact Pop feature is automatically available to you if you’re using the Talkdesk Zendesk Connector. For more information, check the Client Integration Screen Pop article.