Zendesk

Zendesk.com ™

For those customers using Zendesk™ , CallN can integrate with your Zendesk instance to:

  • Transfer call recordings to your CallN library for easy access and review by authorised users for call auditing and quality assurance.
  • Perform advanced analytics on recorded calls.
  • Drastically improves data accuracy, quality, consistency and call record completeness for any support calls added to Zendesk for a more complete auditable communication trail.
  • This feature matches the Zendesk username with the name of the handset in CallN. An automatic trigger transfers the call recording based on the ticket to the associated handset on CallN. 
  • The security of CallN recordings is still managed from within the CallN application so only the persons you authorise will have access to listen, download or remove any call files.

For the nuts and bolts see the Zendesk Integration section below:

Zendesk Setup Guide

To setup a relationship between Zendesk and CallN follow the steps below:


Create a HTTP target in Zendesk

  1. Click Admin / Settings / Extensions
  2. Click add Target
  3. Click HTTP target
    • Title: CallN
    • Url: https://api.calln.com/api/zendesk
    • Method: POST
    • Content Type: JSON
    • Basic Authentication must be enabled. Set the username as callnusername@callndomain and password as your CallN password.
      • Example: If your CallN username is ‘joe@mypen.com’ and your CallN domain is ‘mypencils.calln.com’, the user name will be ‘joe@mypen.com@mypencils.calln.com’.


Create a Trigger in Zendesk

  1. Click Admin / Business Rules / Triggers
  2. Click add trigger
      • Trigger name: Notify CallN of ticket changes
      • Conditions add “Meet Any of the following”: Ticket is Created, Ticket is Updated SF1
      • Under Actions select Notify target: CallN  
        SF1
      • JSON body as below : 

        SF1


Create an Authorization token in Zendesk

  1. Click Admin / Channels / API
  2. Add an API Token, copy the value as you will need it later.


Configure CallN to use you Zendesk account

  1. Login to the CallN portal and Click Manage Account / Zendesk
  2. Copy API Token you created previously on Zendesk
  3. Set the ‘Account URL’ as the URL of your Zendesk Account. Something like https://{subdomain}.zendesk.com
  4. Set the ‘API Token’ as the token you copied earlier within Zendesk.
  5. Click Apply


CallN Handsets

When you configured the ZenDesk settings within CallN all your current users on Zendesk were automatically imported and created as CallN handsets. Verify that handsets were created and enable the ones you want to record. Note that CallN matches handsets with the name only on Zendesk. Make sure the handset name exactly matches the Zendesk users name (This is not login username).

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