Zendesk and phone.systems™ Integration

Connecting phone.systems™ with Zendesk CRM allows you to manage customer calls and track important information. The integration includes the following features:

Sync contacts automatically: Keep customers (end users) updated in phone.systems™.
Call journaling: All incoming and outgoing calls are logged in Zendesk for tracking and reference.
Create new contacts automatically: When an unknown number calls, a new customer (end user) is created in Zendesk automatically.
User association for call journaling: Associating users enables call journaling between phone.systems™ and Zendesk. Unassociated users will not receive call details in Zendesk.

Connecting phone.systems™ with Zendesk

This guide provides detailed steps on integrating phone.systems™ with Zendesk CRM. Follow the instructions below to complete the setup process.

Note

To connect phone.systems™ with Zendesk, you need Unique Identifier, Secret, and Subdomain. Generate these values by creating a connected app in your Zendesk admin account.

Step 2: Create an app in Zendesk

Once you’re logged in, click the Zendesk products zendesk_products_icon icon on the right side, then select Admin Center.

On the new page, go to the left sidebar menu. Expand Apps and integrations and select Zendesk API. On the custom integration setup page, agree to the Zendesk Terms of Service and Application Development and API License Agreement, and select Get started.

**Fig. 2.** Start Building Custom Integration

On the Zendesk API page, open the OAuth Clients tab and select Add OAuth client.

Step 3: Enter app client basic information

In the first section, enter the Client name and any other optional information you want to include.

**Fig. 4.** Enter app basic information

Step 4: Launch phone.systems™ and create Zendesk connection

Open a new browser tab, log in to your DIDWW account, and launch phone.systems™.

In phone.systems™, go to Settings > CRM Integrations.

Click Connect to link Zendesk app with phone.systems™.

**Fig. 5.** Create Zendesk connection in phone.systems™

Step 5: Copy the Redirect URL from phone.systems™ and paste it in Zendesk

On the phone.systems™ Zendesk connection page, copy the Redirect URL.

Open the Zendesk app creation page, scroll to the bottom, paste the Redirect URL, and Save the settings.

Step 6: Copy the Unique Identifier and Secret from Zendesk and paste it in phone.systems™

After saving the basic settings, a Secret will be generated. Copy the Secret immediately, as you will only see it once. If needed, you can generate a new Secret later.

Once the Secret is copied and saved, copy the Unique Identifier.

**Fig. 8.** Copy the Unique Identifier and Secret

Open the phone.systems™ Zendesk connection page, and paste the Unique Identifier and Secret into the corresponding fields.

Step 7: Copy the Subdomain from Zendesk and paste it in phone.systems™

Open the Zendesk app creation page and locate the subdomain name in the top-left corner or in the first part of the website URL, as shown in Fig. 10.

Then, open the phone.systems™ Zendesk connection page and paste the Subdomain into the corresponding field.

Step 8: Connect the phone.systems™ Zendesk app

To complete the connection between phone.systems™ and Zendesk, open the phone.systems™ page and click Connect.

When the access permissions page appears, click Allow.

After you click Allow, you will be redirected back to the phone.systems™ CRM Integrations page. Zendesk will appear under Active Integrations with the status Connected.