The Zendesk integration for MiCloud application appears in the user’s web browser as a top bar popup application which is always available from any Zendesk web page. This user interface control is called the “softphone”. It automatically tracks calls made and received by the user and associates those calls with Zendesk end-users.
Although we call this utility a softphone, please note that it only provides call control functionality. You still need to have a voice path to your MiCloud system such as an IP phone, an analog extension, extension assignment to your cell phone or home phone, Connect for Mobile, or the softphone feature in the Client.
Considerations
- Customer must subscribe to the Zendesk "Talk Partner Edition" for this integration to work. This is a requirement from Zendesk for any 3rd party telephony integration.
- IMPORTANT NOTE: This application is NOT compatible with the MiCloud AD integration. Customers wishing to use the Zendesk integration must not enable AD authentication for their MiCloud service.
- This version uses the Zendesk v2 framework
- This application is completely browser based and requires no desktop client software.
- This application will always run using HTTPS (SSL encryption) on MiCloud systems so no special settings are required on the browsers.
Requirements
- The package below must be loaded and configured in the Zendesk instance (Zendesk admin access required).
