Zendesk Addin Guide

For information on setting up dialing with Zendesk, please click here.

This page will guide you through configuration and basic use of the Level365 CRM Connect Zendesk Add-in.

Zendesk and the database used to store your contact data should already be installed and working normally before proceeding with this integration.

Level365 CRM Connect must also be installed already with the initial configuration completed.

Information You'll Need

  • Zendesk subdomain
  • Zendesk email 
  • Zendesk password or Authentication Token

Configuration

Right-click the Level365 CRM Connect tray icon in the system tray menu and then left-click the Configuration option from the menu that pops up, this will open the 'Configuration' screen. In the 'Integration' area, click the Add new button, select Zendesk from the 'Type' dropdown box and then click the Set button.

 

On the Configuration group, enter the Zendesk subdomain, Email, password or authentication token.

 

Subdomain should not be the full URL address. For example, if the URL was "https://d3v-ctipartner.zendesk.com", the subdomain would be "d3v-ctipartner". You can find out your subdomain by going on Zendesk: Settings > Settings > Account > Subdomain.

Zendesk API "Password Access" needs to be enabled. To do this, go onto Zendesk Settings > Channels > API > Password Access.

You can also use an Authentication Token instead of your Zendesk Password. For information on setting this up, follow this link. If you do use an Authentication Token, you will need to add ‘/token’ at the end of your email in the box, and then enter your token in the password box. 

Click the Save button to store the information you've entered and apply the configuration.

Talk Partner Edition Popping Option

Uncheck the 'Talk Partner Edition popping' box to use core API screen popping. This will screen pop into a new tab on your web browser.

Check the 'Talk Partner Edition popping' box to use the Talk API screen popping. This will screen pop to the existing open Zendesk browser window. Please note, this requires the Talk partner edition license on Zendesk.

Testing

To test if the configuration worked, enter a phone number from your Zendesk account into the 'Telephone' box in the 'Integration test' area and click the 'Search' button. The results will be displayed after a few seconds.

If the test does not work, go to the 'Log' page of configuration and see if there are any errors in the log.

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