1. Connect Zendesk
Sign in to the GoDesk Voice panel, open your workspace and choose the Zendesk tab.
In Connect Zendesk, enter the part of your Zendesk address before .zendesk.com. For example, for acme.zendesk.com enter acme. Then choose Connect.
Your own Zendesk opens and asks you to allow GoDesk. Sign in as a Zendesk administrator and allow it. You come back to the panel and see Zendesk connected.
The sign-in link is valid for 15 minutes. If it expires, choose Connect again.
2. Put GoDesk Phone in Zendesk
Choose Put GoDesk Phone in Zendesk. GoDesk installs its private app into your Zendesk account. This can take up to a minute.
When it finishes the panel shows: GoDesk Phone is in the Zendesk top bar. Calls are only logged once the app is in.
The app adds a phone icon to the Zendesk top bar and a GoDesk panel to the ticket and user sidebars. If you need to install it again later, choose Reinstall.
3. Match agents to extensions
In Agents, each GoDesk extension is matched to a Zendesk agent. GoDesk matches them by the extension’s voicemail email and the agent’s Zendesk email.
Choose the Zendesk agent for any extension that was not matched, then choose Save agents. Choose Match by email again after you add agents in Zendesk.
An extension that is not matched still makes and takes calls, but the caller’s ticket does not open on that agent’s screen.
4. Choose how calls are handled
In Calls, choose whether the caller’s ticket opens on the agent’s screen while it rings, and whether customer calls are logged in Zendesk.
Missed calls can open a ticket so someone calls back, be logged as a call only, or be left out.
Choose Save.
5. Test it
Ask an agent to open Zendesk, select the phone icon in the top bar and sign in with their extension.
Call your business number from a mobile phone that belongs to a Zendesk user with an open ticket. The ticket should open on the agent’s screen while it rings.
Answer, talk for a moment and hang up. About a minute later the call appears in Zendesk with its duration and recording link.
Open a ticket, choose Call next to the requester’s number in the GoDesk sidebar and check the call is logged on that ticket.
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