Zendesk plan
Calling inside Zendesk uses GoDesk Phone, a private Zendesk app installed into your account. Zendesk allows private apps on Zendesk Suite Growth and above, and on legacy Support Professional and above.
Zendesk Suite Team does not allow private apps. If you are on Suite Team, talk to us before you start.
The ticket and customer sync with GoDesk CRM works on any Zendesk plan that includes the Zendesk API.
Talk Partner Edition
Calls are logged through Zendesk Talk Partner Edition. It is included in every Zendesk Suite plan.
Legacy plans need a Talk Partner Edition seat for each agent who makes or takes calls in Zendesk. If it is missing, GoDesk Phone shows: Calling from Zendesk needs Talk Partner Edition.
Zendesk administrator
The person who connects GoDesk must be a Zendesk administrator. Agents cannot install apps, and the history import and change notifications need an administrator’s access.
Your GoDesk account
A GoDesk Voice workspace with an extension for each agent who will take calls. Each extension should have a voicemail email set to the agent’s Zendesk email address, so GoDesk can match them automatically.
For the sync, a GoDesk CRM workspace and a GoDesk administrator.
Browser, microphone and network
Use a current version of Google Chrome or Microsoft Edge on a computer with a headset.
Allow microphone access for your Zendesk address when the browser asks. If you blocked it, open the padlock next to the address bar and set Microphone to Allow.
Calls need a steady internet connection. If your office network uses a strict firewall, ask GoDesk support for the addresses and ports to allow.
Zendesk Talk
If your account also has Zendesk’s own Talk phone switched on, agents will see two phones. We recommend switching Zendesk Talk lines off for agents who use GoDesk.
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