Integration with Zendesk.

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  • Idea
  • Updated 3 years ago
  • Implemented
  • (Edited)
Please provide a RingCentral integration with Zendesk so we can route support department calls directly into Zendesk and auto-create tickets, auto-pull existing customer tickets based on incoming callerID and record the calls in the tickets like Zendesk Voice.
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Brett Youngberg

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Posted 6 years ago

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Jarby Agudelo

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would be awesome if the ringcentral can be integrate with Zendesk
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Jarby Agudelo

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would be awesome if the ringcentral can be integrate with Zendesk
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Ryan Hoskin

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+1
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Jeremy Mulder

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update?
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Jeremy Futch

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+1
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Michael Adams

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+1
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Varun Shekar

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Really would appreciate it if RingCentral can integrate with Zendesk... +2
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Brett Youngberg

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If you are a Zendesk customer as well, vote over on Zendesk's forum as well so we can make this happen: https://support.zendesk.com/entries/27593886-RingCentral-Integration
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Michael Adams

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They now have a RingCentral app for Zendesk. I use it in my account.
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Brett Youngberg

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Hi Michael, where did you get it? I don't see it on the Apps & Integrations for Zendesk? https://www.zendesk.com/apps#telephony-sms
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Michael Adams

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Its there, just maybe has not made it on their website yet. (see links below)

http://i60.tinypic.com/doniap.png
http://i57.tinypic.com/23uvkzp.png
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Marco S. Casalaina, Official Rep

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RingCentral for Zendesk is here! You can set it up in your Zendesk instance from this link:

https://www.zendesk.com/apps/ringcentral/
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Brett Youngberg

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Hi Marco,

Great news!

Couple Questions:
  1. Do recordings of the calls get added to the ticket?
  2. The first screenshot on the RingCentral Zendesk app page you shared shows RingCentral Fax Transmission Results and Text Messages as tickets under the user. Do those come in automatically? Can we respond to RingCentral text messages from Zendesk?
  3. Can we get voicemails from department queues or voicemail only extensions to be added as tickets and automatically assigned to the Zendesk user based on their phone number? Are transcriptions of the voicemail provided?
Thanks!

Brett
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Brett Youngberg

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Any update Marco?
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Marco S. Casalaina, Official Rep

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Do recordings of the calls get added to the ticket?

Not yet but we plan to add that in early 2015.

The first screenshot on the RingCentral Zendesk app page you shared shows RingCentral Fax Transmission Results and Text Messages as tickets under the user. Do those come in automatically?

In the admin guide we describe how to hook up RingCentral's notifications to Zendesk's email-to-ticket box, so you have to configure it, but yes, that does happen automatically.

Can we respond to RingCentral text messages from Zendesk?

Not yet, we're currently working through how to manage an SMS conversation from inside our integration, but it's something we're looking into.

Can we get voicemails from department queues or voicemail only extensions to be added as tickets and automatically assigned to the Zendesk user based on their phone number? Are transcriptions of the voicemail provided?

Yes, I believe you can use Zendesk's routing rules to make it route the voicemails according to which extension the VM landed at. Transcriptions are coming very soon! They're in beta right now but will be released in early 2015. They will be part of the email notification, so if you configure it as I mentioned above then the transcription will show up in the ticket and the voicemail MP3 file will be attached to it.
(Edited)
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Brett Youngberg

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Hi Marco,

Thanks. Looking forward to the transcriptions and hopefully SMS Texting back to customers via tickets.

We already forward the RingCentral voicemail email (with mp3) attachment to Zendesk. However, it's a real pain to listen to it, as you have to download the mp3 file locally. Plus they tend to end up in suspended tickets even though we have ringcentral.com on our Zendesk whitelist



Instead of relying on the notification emails could you push the voicemails in via the Zendesk API so the agents can listen to the voicemails (and possibly call recordings) right inside Zendesk? That way we would get the phone number on the ticket as well and easily be able to call the customer back via zendesk




Thanks,

Brett
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Brett Youngberg

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Anyway we use the RingCentral SMS to create and respond to tickets inside of Zendesk using our main company number?
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Brett Youngberg

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Also, can you guys push the Voicemail recording into Zendesk for our department voicemail, voicemail only extension, or any other extension we specify? It's a pain to have to download the mp3 file from the ticket so we can listen to the call. Please Please Please make the voicemail recordings available directly inside Zendesk
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Chris Hubbell

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This entire conversation. Please. I agree with every issue and experience the same frustration. All voicemails create tickets on one customer that is a ringcentral email address. 

Voice Mails and SMSs need to be better integrated and not an afterthought. I almost want to use textline.com but I am hopefull  for a ringcentral solution. 
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J Ma

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Feature Request: Ability to schedule and host a screen share meeting from within Zendesk.
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Marco S. Casalaina, Official Rep

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How would you want the screen share inviter to manifest itself? As a button in the RingCentral interface? Or as a button on the End User interface in Zendesk? What would happen when the button is clicked, where would the invite go?
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J Ma

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I'm not too tech savvy in terms of lingo, but I was imagining a button that either:

(1) Launches and hosts a RingCentral meeting right inside Zendesk, so I wouldn't have to open the desktop app separately nor be taken to my Google calendar separately, OR
(2) Lets me schedule a meeting right inside Zendesk, similar to the feature currently available in your Google extension, OR
(2) Launches the desktop app for RingCentral Meetings without me having to open it separately.

For the first suggestion, perhaps the invite would be placed into a ticket containing the meeting link and info, which is then emailed to the customer from the Zendesk system or by SMS when the SMS feature rolls out for the Zendesk integration app. 

For me personally, I would need a RingCentral meeting to launch instantaneously from inside Zendesk, such as when a customer is on the phone and needs to see one of my screens to better understand exactly what I'm trying to explain to them. I'd prefer not to juggle the phone call and at the same time possibly fumbling around with trying to open the desktop app. I'm trying to cut down on the time this could possibly take while a customer who is pressed for time is waiting.
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Marco S. Casalaina, Official Rep

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Thank you for the feedback, I can see the case where you want to create a meeting right on the fly, that makes sense. We could even make it auto-invite whatever End User you're looking at when you click that button.

In the invite case though, we do that with RingCentral for Google because we have Google Calendar there to back us up for the invite - how would you want the invite to work with Zendesk though?
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J Ma

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I guess it would be similar to the process that other web meeting providers are utilizing. For example, when I was using Webex, I would set up a meeting and it would automatically email the guest and myself with all the details (without a need for using an intermediary, such as the Google calendar that launches from Zendesk's desktop app). Perhaps, you can have the invite work off the Zendesk email system that currently receives and sends emails on my behalf. 
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Marco S. Casalaina, Official Rep

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Right, that's what I'm thinking for instant conferences. For scheduled conferences though it has to go in a calendar somewhere. Are you suggesting we email you and the other participant with an email containing an attachment with an ICS file for scheduling? We could probably try that although I don't think it'll work in all circumstances.
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J Ma

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Yes, if that's possible. In my situation, my employees would only have access to their zendesk user account and not a Google calendar or Gmail account. So, there would also have to be a way for my employees to access a scheduled meeting link from within Ringcentral's Zendesk app.
(Edited)
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Fredrik

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This reply was created from a merged topic originally titled Zendesk integration.

I'm trying to fwd our company's RingCentral number to an outsourced call center in a way so customer's info is pulled up in the individual agent's ZenDesk panel. The problem is, that call center distributes incoming calls through their own phone system i.e. we only forward our customer service number to the call center who in turn routes the calls to their agents.
Is there  a work-around, or would the individual agents need their own RingCentral number/extension in order for the Zendesk plugin to work?

Any ideas?

Thanks a bunch!!!
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Brett Youngberg

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Probably would need their own RingCentral Extensions and Zendesk Agents logins.

We have it where overflow goes to our call center via RingCentral (we've got the call center set up as extensions (one for each concurrent call will take on our account). They get the call through their own system, but when their agent picks up, they have to press 1 to accept so that the call stays in our RingCentral the entire time (and they can do ## ext number to transfer calls to other people in our company. Not sure if that helps you, but let me know if you found a solution as we'd like all their calls to create tickets with the recordings attached. But since they have way more possible agents that can handle our calls, it doesn't make sense to have a Zendesk licence for each of them as only a few of them will be in use at any given time.
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Anif Momin

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This reply was created from a merged topic originally titled Not able to dial out on ringcentral for zendesk.

I manage to integrate ringcentral to zendesk and am able to log in to the app. However, when I try to dial to dial out, it gives me the message "unable to connect call. Please try again later"  

In the zendesk ringcentral app settings, I logged in using my company number and personal extension. Also, I log into zendesk, clicked on the phone icon on the top right for the zendesk app, and click on the settings. there i changed the number to be the company number (not my direct) and clicked on the 2 check boxes (use 1 to dial out, and auto create ticket on outbound call). 

When I dialed out, its says answering but there is not rining on my ringcentral phone. Not sure what to make of it. 

Also FYI when i set the number in the zendesk ringcentral app to my direct line, i get the message "unable to connect call. Please try again later" 

Any thoughs?
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Jitender Kumar, Official Rep

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Hello Anif, 
You will need to put the direct line in the app settings. Looks like you direct number is associated to your desk phone and you may not be in reach of your desk phone.  

Please let us know if that is the case, you can reach us integrationteam@ringcentral.com for further question 
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Carl

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This reply was created from a merged topic originally titled RingCentral Zendesk Integration.

So I've been trying to set up this integration for us at our office, as it would help support quickly find and make phone calls. So far, I have been able to set it up so that I can make outbound calls. However, I have not been able to find a setting/switch/anything to allow inbound calls. I have tried multiple lines, but it just doesn't want to come through. 

I did not find anything in the setup guide, or the community regarding this issue. As far as I've read, you log in, enter the number of the line for the agent using it, and it should 'just work'. Am I missing something, or is this a known issue?
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Jitender Kumar, Official Rep

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Hello Carl, 
There is no special setup required to be able to see incoming calls in RingCenral App for Zendesk. Looks like you are able to install the App correctly since you are able to make outbound calls using the App in Zendesk.  When you recieve an incoming call you should see something like the picture below in your Zendesk. It will create ticket in your Zendesk once you answer your RingCentral deskphone or softphone that you use.  Please let us know if this does not help 

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Carl

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I do know what it is supposed to look like when receiving a call, but it does not seem to want to come through to Zendesk; like I said, the integration will send a dial out to my desk phone where I can be connected, but when I dial my direct number here at work, only my desk phone will ring with no response from the integration.
(Edited)
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Jitender Kumar, Official Rep

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Hello Carl, 
We will need to take a look. Are you available for a screen share? Can you please send us an email integrationteam@ringcentral.com for your available time. 

Best Regards 
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Brett Youngberg

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Hi Carl,

Be careful, we tried this and ended up with bunch of tickets created when you don't necessarily what them created in Zendesk (e.g. You don't have Zendesk front and center, you pick up a call on your deskphone, finish it (no ticket necessary), and you have a ticket created for that phone number which just says when it was received (and maybe the length). No transcription and the recording we have turned on in RingCentral isn't included. So you get a lot of empty meaningless tickets.

The most useful would be if the voicemails coming in as voicemail tickets and the call recordings being available inside the ZD interface. It's currently easier to deal with RingCetnral's voicemail emails outside of Zendesk as you can more easily listen to the mp3 quickly than you can from Zendesk. Also have to reassign the ticket as all VM's come into the same Zendesk user.

Hope that helps...
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Chris Hubbell

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The call recordings are already private notes in the tickets. Perhaps you need to reinstall your integration? I personally dont mind the mini tickets. i would just jot a quick note and save them so I have a record of the communication with the customer or delete them if it truly is meaningless. 

However I would beg the integration team for better voicemail and SMS Integration. I really need to keep all my customer communication in Zendesk. 
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Jitender Kumar, Official Rep

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Chis, 
Your voice is totally heard, It will certainly makes sense to add SMS and VMs to Zendesk. We are adding Voice and SMS capabilities in Salesforce App to be released this month, We will plan on upgrading Zendesk with same functionality soon, hopefully before end of this year if not sooner 
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Brett Youngberg

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@Chris Hubbell - do you have your call recording turned on at the department level, extension level, or both? Would you mind showing me quick so I don't get a barrage of comments from our team again when we turned it on ;)
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Chris Hubbell

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Department only  and you can  see the link to the recording in the message. It goes to a web player
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Carl

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@Brett Thanks for the heads up! I am currently just trying to get it to work with our sandbox, so I can test it out to see if it is worth while.
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Carl

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@Brett Thanks for the heads up! I am currently just trying to get it to work with our sandbox, so I can test it out to see if it is worth while.
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Brett Youngberg

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@Chris - Thanks! We will test again.

@Jitender - would be nicer if RingCentral just added the audio url and a transcription to the ticket via the API so our agents wouldn't have to go to an external web player when they got assigned the ticket or were cc'd into it. They could scan the transcription first, then listen if required.
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Jitender Kumar, Official Rep

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Hello Brett, 
Let us check in to Zendesk APIs, if it will allow us to do that 
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Brett Youngberg

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Looks like it can. Just need to add a voice_comment to the tickets you are already creating to add the recording URL and transcription.  

You guys are already putting all the info into the ticket comment (start, end, duration, who answered, recording url etc - look at Carl's screenshot above). It appears that if you add a few additional lines and put that same info in the voice_comment and add the transcription text and it will show up in the Zendesk interface and be much more useful way to the users.

https://support.zendesk.com/hc/en-us/articles/203691226-Integrating-telephony-systems-with-Zendesk#t...

Voice mail appears to be the same, just a different id (44 for voicemail instead of 45 for inbound call)

https://developer.zendesk.com/rest_api/docs/voice-api/voice_integration#creating-voicemail-tickets
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Jitender Kumar, Official Rep

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Thanks Brett, I am creating a JIRA ticket for my team to try this on
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Brett Youngberg

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Hi Jitender, trying to create a ticket for missed department calls but Zapier's Zendesk integration doesn't allow tickets to be created with only a phone number - they require an email address which I won't get from the missed call info (or VM for that matter) Anyway I can get tickets created in Zendesk with just the phone number on missed calls too? If you know how I can SMS them back asking them to email our support email address, let me know. I don't want to do it from a direct-in-dial number, want it to be the main number(s). I'd prefer not to go through another sms provider to do this.
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Jitender Kumar, Official Rep

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Hi Brent, 
I have not played with it but understand Zendesk Zap requires you to provide an email id for creating ticket. Rather than creating a Zap for missed call you can configure a SMS notification email from RingCentral to create an ticket via email channel. That should perhaps take care of you first requirement, Automated SMS back to customer is tricky and would require custom development, You can forward SMS from customer to RingCentral number to any other number but I am not aware of an automated email reply type feature available for SMS.
(Edited)
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Brett Youngberg

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Hi Jitender,

Using the email notification from RingCentral is no different as it will show up in Zendesk under service@ringcentral.com plus the email notifications include all the app promotion you have in the emails which makes our agents have to hunt for the actual message.

You Have a New Voice MessageFrom:Brett Youngberg (xxx) 548-1288Received:Tuesday, June 21, 2016 at 8:00 AMLength:01:58To:(604) 800-8154 (Brett Youngberg)
Voicemail Preview: (Partial)
"Hey Brett ..."To listen to this message, open the attachment or use RingCentral Mobile App (download) to have instant access to all your messages on the go.Thank you for using RingCentral.Glip - your online destination for teams to work, share, track projects and communicate. Get started
You Have a New Text MessageFrom:(201) 744-7833To:(604) 800-8154 (Brett Youngberg)Received:Wednesday, June 29, 2016 at 12:53 PMMessage:Hey. How are you? Wanna chat soon?To reply using RingCentral iOS app, click here.
To reply using RingCentral Android app, click here.
Thank you for using RingCentral.Glip - your online destination for teams to work, share, track projects and communicate. Get started

I'd like to see the RingCentral app include native voicemail/missed call/SMS ticket support inside zendesk and the ability to create voice/text tickets from phone numbers only.

Side note, I just found out that SMS's to our main lines go to the operator extension which no one is actively signed into at any time. Logging in and out of extensions to respond and check messages is not practicle.

By creating a Zendesk ticket with the phone number instead of an email address, it's easy for us to call back from the RingCentral integration and automatically associate the sms/ticket with the appropriate customer instead of having to do a manual search in our CRM or on Google to figure out who is texting us.


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Brett Youngberg

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@Jitender - any progress on the ticket you created for the team. Can you guys at the recordings and transcriptions via the Zendesk interface?
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Brett Youngberg

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@Jitender - any progress on the ticket you created for the team. Can you guys at the recordings and transcriptions via the Zendesk interface?