INTEGRATION GUIDE. A Guide to Talkdesk for Zendesk. Configuration, automations, benefits and more!

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1 INTEGRATION GUIDE A Guide to Talkdesk Configuration, automations, benefits and more!

2 Index 1. Introduction p02 2. Activating Talkdesk for Zendesk Step 1: Get your Zendesk Credentials p04 Step 2: Activate the integration in Talkdesk p06 p04 4. Callbar CTI 4.1. Installing Callbar p Accessing Callbar p Making/receiving calls with Callbar p20 5. Conclusion p15 p22 3. Talkdesk Automations 3.1. Viewing Your Automations p Configuring Automations p Popular Talkdesk Automations p13 p08 Index 01

3 1. Introduction Welcome to A Guide to Talkdesk! As one of our most popular call center integrations, Talkdesk helps hundreds of teams across the world increase customer satisfaction and drive brand loyalty. We designed Talkdesk to maximize your team s customer service efforts. Not only will your agents save valuable time and increase productivity with this integration, but they will also be empowered to deliver more proactive service. This translates to happier customers and higher growth for your business. This guide will review the most essential Talkdesk features so you can get started right away. Along the way, we ll also reveal the most popular automations used with this integration and offer up a few tips and tricks as well. 1. Introduction 02

4 If you have any questions as you read through this guide, please don t hesitate to contact your customer success manager or our support team at support@talkdesk.com. Enjoy! The Talkdesk Team 1. Introduction 03

5 2. Activating Talkdesk for Zendesk Setting up Talkdesk is quick and easy. No coding or hardware is required, we provide all of the functionality you need out of the box. With just a few clicks, you ll be able to activate the integration, download Callbar and start making/receiving calls. Step 1: Get Your Zendesk Credentials FIG. 1-2 Log in to your Zendesk account and follow the steps below to get an API key: Click the admin icon 1 on the left menu and then under Channels 2 select API 3 from the left sidebar In the Token Access section make sure the token access option is enabled 4 Press the add new token link 5 2. Installing Talkdesk for Zendesk 04

6 Fig. 1 Get your Zendesk Credentials Steps A pop-up message will show up asking you to enter a label for this API token. Type in a name and click Create 6 Fig. 2 Get your Zendesk Credentials Step A new API token will be created and displayed only once, so take care to copy it somewhere safe before continuing. 2. Installing Talkdesk for Zendesk 05

7 A Guide to Talkdesk Step 2: Activate the Integration in Talkdesk FIG. 3-4 Log in to your Talkdesk account as an administrator Navigate to the admin section from the top menu bar 7 Click the Integrations 8 tab and then click the Zendesk Connect button 9 7 Fig. 3 Activate the integration in Talkdesk Steps Fill out the form with the following Zendesk credentials: Your Zendesk account subdomain 10 The address used to generate the API token 11 The API token that you copied from Zendesk Fig. 4 Activate the integration in Talkdesk Steps Installing Talkdesk for Zendesk 06

8 You can then decide whether the following actions will be carried out by Talkdesk : 13 Synchronize contacts Synchronize agents Load interactions Preview actions Synchronize tickets Allow agent credentials Load contacts Once you have completed these steps, click Save to complete the integration process. You have now activated Talkdesk! Synchronization for the objects you have selected will now automatically begin Installing Talkdesk for Zendesk 07

9 3. Talkdesk Automations One of Talkdesk s most beneficial features is its automations. These automations can be used to automate many of the manual call center tasks your agents perform daily. Our customers often report that Talkdesk automations increase the productivity of their agents by 25-30%. When agents have more time to focus on what they do best, they re able to maximize their time and get more done each day Viewing Your Automations FIG. 5-6 To ensure you can get up and running right away, we ve included a few pre-built automation recipes with the integration: When a contact is created in Talkdesk, create a user in Zendesk When a user leaves a voic in Talkdesk, create a voic ticket in Zendesk 3. Talkdesk Automations 08

10 When an inbound call starts, pop a ticket in Zendesk When an inbound disposition is set, update ticket These automations are disabled by default, but you can enable any of them by following these steps: Login to your Talkdesk account as an administrator Select the Admin section 1 Click the Integrations 2 tab and then the Settings button under Zendesk Click the gear icon next to the automation you wish to enable (or disable) and select Edit from the drop down menu 3 Fig. 5 Viewing your automations Steps Talkdesk Automations 09

11 This will open up a page where you can customize the recipe. Scroll down to the bottom of the page and enable the recipe by switching the toggle to ON 4 Click Save to complete the process Configuring Automations Fig. 6 Viewing your automations Steps 4 and 5 While the pre-built automations we ve provided for you can be tremendously helpful, we highly encourage you to customize your own. Recipes can be built to automate a variety of call center tasks, including data entry and ticket creation. To start building your own automation, simply click the green Add New Automated Task button from the main automations page of Talkdesk. 3. Talkdesk Automations 10

12 Creating automations is simple when you think of each recipe as operating under an if/then model: If something happens in Talkdesk, then do something in Zendesk. Examples of Talkdesk events that can activate an automation include: missed calls, abandoned calls, inbound/outbound calls and more. Examples of Zendesk actions that can be taken as a result of an automation include: ticket creation, contact creation, ticket updating and more. To serve as an example for this guide, we ll go through the steps for setting up the automation to create a voice ticket in Zendesk whenever an outbound call ends. STEP 1: CHOOSE A TALKDESK EVENT AND AN ACTION FIG. 7 Select the appropriate inputs ( an outbound call ends 6 and create a voice ticket 7 ) from the dropdown lists to create the recipe. Fig. 7 Choose a Talkdesk event and an action Steps 6 and STEP 2: ADD FILTERS TO THE EVENT (OPTIONAL) To help you further refine your automation, Talkdesk provides the option of adding a variety of filters to an event. These filters allow you to specify factors such as who the caller is, 3. Talkdesk Automations 11

13 who the agent is, which ring group the call went to, etc. By adding filters, you can create highly targeted automations to ensure that no critical event ever slips through the cracks. A NOTE ABOUT AUTOMATION FILTERS: If you add multiple filters to a recipe, the automation will not fire unless all of the conditions are met. STEP 3: DEFINE THE ACTION FIG. 8 Depending on what action you have selected for your recipe, you will be presented with the ability to customize the message that is displayed as an output of the action. The left-hand side of the page displays all of the possible Talkdesk values that can be shown in the message. On the right-hand side, you ll find editable text boxes where you can customize the title and body of your message. Drag and drop any of the fields from the left-hand side of the page into the text boxes, and Talkdesk will automatically display the correct value in the final message. For this particular automation, we will title the ticket with the caller s phone number 8 and include the call recording URL 9 and Talkdesk phone number the call was received on 10 in the body of the Zendesk ticket that is created. Fig. 8 Define the action Steps To ensure that your automation will be activated properly, please take care to use only Talkdesk fields that will have a true value. 3. Talkdesk Automations 12

14 STEP 4: SAVE THE AUTOMATION Hit Save at the bottom of the page to activate the automation. This automation will be automatically enabled. You can disable it at any time from the main Talkdesk for Zendesk automations page Popular Talkdesk Automations With all the possible combinations of events and actions available, it s easy to get overwhelmed when creating automation recipes. That s why we surveyed our Talkdesk users to bring you a list of the most popular automations. Use the list on the next page as a starting point when you begin to create your automations. If you need additional guidance, please don t hesitate to reach out to your customer success manager or support@talkdesk.com. 3. Talkdesk Automations 13

15 ACTION RECIPE EVENT FILTERS ACTION FIELDS Automatically update call details into a previously created ticket. When a call ends in Talkdesk, update ticket in Zendesk Ticket Status = Pending Comment = Recording {{recording_url}} Note: Before creating this automation you need to make sure the automation When an inbound call starts, pop a ticket in Zendesk is enabled first Automatically create a ticket when a call is missed in Talkdesk When a call is missed in Talkdesk, then create a ticket in Zendesk Ticket subject = Missed Call on {{talkdesk_phone_number}} Ticket body = {{contact.name}} {{contact.phone}} Ticket Status = New Create a new ticket in Zendesk when a VIP voic is transcribed in Talkdesk When a voic transcription is made available in Talkdesk, then create a ticket in Zendesk Call ringing groups contains VIP Ticket subject = Voic transcript Ticket body = {{transcription}} {{recording_url}} Requester Name = {{contact.first_name}} Requester = {{contact. }} Create a new ticket in Zendesk when a support team agent logs out of Talkdesk When a agent logs out in Talkdesk, then create a ticket in Zendesk Agent: Agent ringing groups equals support Ticket subject = Support agent logged out Ticket body = {{agent.name}} 3. Talkdesk Automations 14

16 4. Callbar CTI Callbar FIG. 9 is a new web application that allows users to make and receive calls via Talkdesk from anywhere on their desktop. As a next-generation CTI, Callbar can also be seamlessly integrated with Zendesk to streamline agent workflows and improve efficiency. Fig. 9 Callbar CTI 4. Callbar CTI 15

17 A Guide to Talkdesk In addition to providing full call functionality, Callbar also displays important caller information at a glance and is fully integrated with Zendesk. For example, agents can initiate screen pops of a caller s Zendesk record when the call is received to provide personalized service. They will also be able to take notes directly in Callbar and have them be automatically associated with the caller s Zendesk ticket Installing Callbar PLEASE NOTE: If you are currently using the Talkdesk CTI Widget, please disable it by following the instructions here before downloading Callbar. The Talkdesk Callbar can be downloaded from the Chrome Web Store FIG. 10. Once downloaded, agents can simply launch the app and log in to begin making and receiving calls right away. Fig. 10 Chrome Web Store To integrate Callbar with Zendesk, Zendesk admins should download the Talkdesk Callbar CTI Connector from the Zendesk App Marketplace by following these instructions: FIG Click the admin gear icon 1 on the bottom left sidebar of your Zendesk account Under Apps, click Marketplace 2 4. Callbar CTI 16

18 Fig. 11 Installing Callbar instructions Steps 1 and Search the Zendesk marketplace for Talkdesk 3 and select the NEW Talkdesk Callbar CTI connector app 4 3 Fig. 12 Installing Callbar instructions Steps Select the account name and press Install 5 Tick Enable role restrictions? 6 if you wish to grant access permissions only to specific roles Switch the Enable button to ON 7 and hit Save settings 8 That s it! All Callbar users will now be able to enjoy functionality such as click-to-call from within Zendesk, Zendesk screen pops and more. 4. Callbar CTI 17

19 Fig. 13 Installing Callbar instructions Step Fig. 14 Installing Callbar instructions Steps Accessing Callbar Because Callbar is a free-floating web app, it is not chained to any tab in the browser. This means never searching through tabs again for the dialpad or missing important calls. When Callbar is first launched, agents will be prompted to log in with their Talkdesk credentials. FIG Callbar CTI 18

20 Once an agent has logged in, they will be able to start making/receiving calls right away. To move Callbar to a new location on the desktop, simply click and drag the top of the application to the desired location. To minimize Callbar, click the dark blue line on the upper right. Clicking the same icon will expand Callbar as well. Closing Callbar will not log an agent out. To log out, they must click the menu icon on the upper left and select Log Out. FIG FIG. 18 Fig. 15 Callbar login screen Fig. 18 Logging out Fig Callbar expanded and minimized 4. Callbar CTI 19

21 4.3. Making/Receiving Calls with Callbar By default, Callbar will display the numerical keypad for dialing numbers. To make a call, agents simply need to dial the phone number on the keypad and press the green phone icon at the bottom. Alternatively, they can dial any phone number that appears in Zendesk by clicking on the phone number to activate click-to-call. When an incoming call is received, Callbar will display the contact s name (if known) and phone number. Agents will also see how long the caller waited in the queue before being connected and see which ring group the call has been routed to. These key data points provide additional context information so they can tailor the conversation accordingly. FIG. 19 Fig. 19 Incoming call on Callbar 4. Callbar CTI 20

22 Clicking on the contact s name in Callbar will automatically pull up the contact record in Zendesk. This screen pop allows agents to review a caller s information before picking up the call and empowers them to deliver more personalized service. Once a call has begun, an agent will see this view: FIG. 20 In order of appearance (from left to right), the icons at the bottom of the CTI perform the following actions: Access dialpad Pause recording (if enabled) Mute Add guests (for conference calls) Transfer call Fig. 20 Being on a call on Callbar 4. Callbar CTI 21

23 5. Conclusion Talkdesk is designed to be a highly customizable call center integration. Aside from the examples mentioned in this guide, there are a wealth of additional use cases to be explored. We encourage you to experiment with Talkdesk and tailor it to the specific needs of your call center. The Talkdesk team is always working to enhance and improve our 25+ integrations. For the most updated Talkdesk for Zendesk documentation, please visit our Knowledge Base. We welcome your feedback and suggestions regarding Talkdesk. Reach out to your customer success manager or support@talkdesk.com with your comments, and someone will be in touch. We hope you enjoy using Talkdesk as much as we do! The Talkdesk Team 5. Conclusion 22

24 A Guide to Talkdesk +1 (888)

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