Configuring Zendesk Integration for Individual System Sign-On

Step 1: Install the Integration Package
  1. Log in to Zendesk account as an Administrator.
  2. Click at the left bottom of the page.
  3. Click Marketplace.

  4. Select 8x8 Contact Center app from the list.

  5. At the prompt, enter your Virtual Contact Center tenant URL.

    Example: vcc-na8.8x8.com.

  6. Click Install.

    Once the app is installed, 8x8 app icon appears in the header bar.

Step 2: Enable Screen Pop Setting
  1. Log into the Configuration Manager.
  2. Navigate to Integration > Screen Pop tab.
  3. Check Enable Screen Pop option.
  1. Select Zendesk as the Target Type.
  2. Enter the Service Name.
    The service name is the web address where your help desk is hosted as in https://subdomain.zendesk.com.
    Example: acmejet.zendesk.com.

  3. Enter the Login URL. Append /access/login to the service URL as in https://subdomain.zendesk.com/access/login.

    Example: https://acmejet.zendesk.com/access/login

  4. Save your configuration settings.

The Screen Pop configuration in the Configuration Manager is now complete.

Understanding Screen Pop

Screen Pop refers to the process of presenting end user data to an agent automatically during an interaction eliminating the need to manually search for the customer data. Screen pop occurs when the interaction is offered to an agent within the Zendesk dashboard. The process involves searching for end user records with one of the followings:

  • Phone field matching caller Automatic Number Identification (ANI ) for Phone and Voicemail media
  • Ticket ID for phone and chat interactions
  • Displaying the search results on the agent’s screen

The Screen Pop applies to inbound transactions including phone, chat, and voicemail. If the search retrieves multiple records, the Screen Pop lists all matches in a table and displays the details of the first record. If the search fails to find matching records, then pops a new end user record.

Understanding Auto log

An auto log is triggered when a phone or chat interaction using the 8x8 Virtual Contact Center application is terminated. An auto log captures transaction details of interactions. For example, a call log includes information such as the call answered time, call duration, call termination time, and more.

Accepting an inbound interaction triggers a new ticket. At the termination of the call, the ticket gets updated with the auto log information.

Step 3: Enable Agent Account for Integration

Zendesk agents must log in to their Zendesk account and enable it for integration by saving their Zendesk login credentials in Virtual Contact Center agent profile.

To set up external CRM properties in the agent’s profile:

  1. Log in to Zendesk agent account.

  2. Click the 8x8 app icon in the Header bar to bring up the Virtual Contact Center – Agent Console.

    Note: To get started with 8x8 Contact Center app, refer to the Zendesk Integration Agent Guide.

  3. Enter your credentials to log in to Agent Console.

  1. From the Control Panel menu, navigate to Profile.
  2. In the External Setup, enter the username, and the password to login to your Zendesk account. Save your settings.

  3. Log out and log back in.

 

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Virtual Contact Center for NetSuite

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