What GoDesk for Zendesk does
GoDesk for Zendesk connects your business phone lines and your GoDesk workspace to Zendesk, so your support team can work in Zendesk without losing calls, history or context.
There are two parts. You can use either one on its own, or both together.
Part 1: calling inside Zendesk
GoDesk Phone sits in the Zendesk top bar. Agents sign in with their GoDesk extension and make and take calls in the browser, without a desk phone.
When a customer calls, Zendesk opens their newest open ticket on the answering agent’s screen while the phone rings. If they have no open ticket, their profile opens instead.
Agents can click a phone number anywhere in Zendesk to call it, or use the Call buttons in the ticket sidebar.
Every customer call is logged in Zendesk as a Talk Partner Edition call, with who answered, how long it lasted and a link to the recording.
This part is set up in the GoDesk Voice panel. See Set up calling in Zendesk.
Part 2: ticket and customer sync with GoDesk CRM
If your team also works in GoDesk CRM, GoDesk can bring in your Zendesk customers, organisations and ticket history, then keep tickets in step both ways.
Replies and notes written in GoDesk go to Zendesk as private notes, so Zendesk never emails your customers twice.
This part is set up in GoDesk CRM under Settings, Integrations and API, Zendesk. See Connect Zendesk to GoDesk CRM.
Which part do you need?
If your team works in Zendesk all day and only needs calling: use Part 1.
If your team works in GoDesk CRM and you want Zendesk kept up to date, or you are moving from Zendesk to GoDesk: use Part 2.
If you use both: use both, but let only one of them log calls in Zendesk. See How calls are logged in Zendesk.
Before you start
You need a Zendesk administrator to connect GoDesk and install GoDesk Phone, a Zendesk plan that allows private apps, and Talk Partner Edition. See Requirements for GoDesk for Zendesk.
GoDesk never sees a Zendesk password or API token. You sign in at your own Zendesk and allow GoDesk, and you can disconnect at any time.
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