# Zendesk and phone.systems(TM) Integration

Connecting **phone.systems(TM)** 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(TM).
- **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(TM) and Zendesk. Unassociated users will not receive call details in Zendesk.

---



## Connecting phone.systems(TM) with Zendesk

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

Note

To connect phone.systems(TM) with Zendesk, you need the **Identifier**, **Secret**, and **Subdomain** of a Zendesk OAuth
client. Generate these values by creating an OAuth client in your Zendesk Admin Center.

### Step 1: Sign In to a Zendesk account

To get started, go to the [Zendesk page](https://www.zendesk.com/) and **Sign In** to access an existing account or
create a new one.

### Step 2: Create an app in Zendesk

Once you're logged in, click the product menu next to the Zendesk logo in the top-left corner (for example,
**Support**), then select **Admin center**. The Admin Center opens in a new browser tab.

[![Open Zendesk Admin Center](../../../_images/zendesk-open-admin-center.png)](../../../_images/zendesk-open-admin-center.png)


**Fig. 1.** Open Zendesk Admin Center

In the Admin Center, click the **Apps and integrations** icon in the left sidebar, then select **OAuth clients** under
**APIs**. On the first visit, select the checkbox confirming that use of the Zendesk APIs is governed by the **Zendesk
Developer Terms**, and click **Get started**.

[![Start Building Custom Integration](../../../_images/zendesk-oauth-clients-get-started.png)](../../../_images/zendesk-oauth-clients-get-started.png)


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

Click **Add OAuth client**.

[![Add OAuth client](../../../_images/zendesk-add-oauth-client.png)](../../../_images/zendesk-add-oauth-client.png)


**Fig. 3.** Add OAuth client

### Step 3: Enter app client basic information

In the first section, enter the **Name** and **Description**. **Company** is also required and is pre-filled with your
Zendesk account name. You can keep it or change it. **Logo** is optional.

[![Enter app basic information](../../../_images/zendesk-enter-client-name.png)](../../../_images/zendesk-enter-client-name.png)


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

### Step 4: Set the Client kind

Scroll down until you see the **Client kind** section. **Client kind** is set to **Public** by default. Change it to
**Confidential**.

[![Set the Client kind](../../../_images/zendesk-client-kind.png)](../../../_images/zendesk-client-kind.png)


**Fig. 5.** Set the Client kind

### Step 5: Launch phone.systems(TM) and create Zendesk connection

> 1. Open a new browser tab, log in to your DIDWW account, and launch [phone.systems(TM)](https://my.didww.com/#/phone_systems).
> 2. In phone.systems(TM), go to **Settings > CRM Integrations**.
> 3. Click **Connect** next to **Zendesk**.

[![Create Zendesk connection in phone.systems(TM)](../../../_images/zendesk-create-connection-phone-systems.png)](../../../_images/zendesk-create-connection-phone-systems.png)


**Fig. 6.** Create Zendesk connection in phone.systems(TM)

### Step 6: Copy the Redirect URL from phone.systems(TM) and paste it in Zendesk

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

[![Copy the Redirect URL](../../../_images/zendesk-copy-redirect-url.png)](../../../_images/zendesk-copy-redirect-url.png)


**Fig. 7.** Copy the Redirect URL

Open the Zendesk **Add OAuth client** page, paste the **Redirect URL** into **Redirect URLs**, and click **Save**. Leave
**Scopes** empty.

[![Paste the Redirect URL](../../../_images/zendesk-paste-redirect-url.png)](../../../_images/zendesk-paste-redirect-url.png)


**Fig. 8.** Paste the Redirect URL

### Step 7: Copy the Identifier and Secret from Zendesk and paste them in phone.systems(TM)

After you save the OAuth client, Zendesk generates a **Secret**. Click **Copy** next to the **Secret** immediately, as
it is shown only once. If needed, you can regenerate the **Secret** later on the OAuth client edit page.

Warning

Copy and store this secret. It won't be shown in full again after you click Save or leave this page.

[![Copy the Secret](../../../_images/zendesk-copy-secret.png)](../../../_images/zendesk-copy-secret.png)


**Fig. 9.** Copy the Secret

Then copy the **Identifier**. It is shown in the **Identifier** field above **Client kind**, and in the **Identifier**
column of the **OAuth clients** list.

[![Identifier of the OAuth client in the OAuth clients list](../../../_images/zendesk-copy-identifier.png)](../../../_images/zendesk-copy-identifier.png)


**Fig. 10.** Copy the Identifier

Open the phone.systems(TM) Zendesk connection page, and paste the **Identifier** into **Unique identifier** and the
**Secret** into **Secret**.

[![Paste the Identifier and Secret](../../../_images/zendesk-paste-identifier-secret.png)](../../../_images/zendesk-paste-identifier-secret.png)


**Fig. 11.** Paste the Identifier and Secret

### Step 8: Copy the Subdomain from Zendesk and paste it in phone.systems(TM)

In the Zendesk Admin Center, locate your subdomain next to **Admin center** at the top of the page. It is also the first
part of your Zendesk URL, for example `subdomain` in `https://subdomain.zendesk.com`.

[![Copy the Subdomain](../../../_images/zendesk-copy-subdomain.png)](../../../_images/zendesk-copy-subdomain.png)


**Fig. 12.** Copy the Subdomain

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

[![Paste the Subdomain](../../../_images/zendesk-paste-subdomain.png)](../../../_images/zendesk-paste-subdomain.png)


**Fig. 13.** Paste the Subdomain

### Step 9: Connect the phone.systems(TM) Zendesk app

To complete the connection between phone.systems(TM) and Zendesk, click **Connect** on the phone.systems(TM) Zendesk
connection page.

[![Connect button on the phone.systems(TM) Zendesk connection page](../../../_images/zendesk_connect.webp)](../../../_images/zendesk_connect.webp)


**Fig. 14.** Connect Zendesk to phone.systems(TM)

When the Zendesk access permissions page appears, click **Allow**.

[![Allow Access](../../../_images/13_allow_access.png)](../../../_images/13_allow_access.png)


**Fig. 15.** Allow Access

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

Note

phone.systems(TM) will automatically synchronize data and establish a connection with your main Zendesk account.

[![Active Zendesk connection in phone.systems(TM)](../../../_images/zendesk-active-connection.png)](../../../_images/zendesk-active-connection.png)


**Fig. 16.** Active Zendesk connection in phone.systems(TM)



---

## Configuring Zendesk Settings

Once the integration is active, you can customize its behavior. To access these options, navigate to **Settings > CRM
Integrations** and click the **Settings** icon next to your Zendesk connection.

[![Zendesk integration settings button.](../../../_images/zendesk-settings-button.png)](../../../_images/zendesk-settings-button.png)


**Fig. 17.** Zendesk integration settings button.

Important

The following settings apply **only** to numbers with **Call journaling** enabled. Call journaling must be configured
separately for each number on the [Edit phone numbers page](../../Numbers/phone-numbers.html#ps3-edit-phone-numbers).

[![Zendesk integration settings in phone.systems(TM)](../../../_images/zendesk-settings.png)](../../../_images/zendesk-settings.png)


**Fig. 18.** Zendesk integration settings.

### Call Journaling

This section provides important information about how calls are logged in Zendesk.

Note

Tickets in Zendesk will be created **only for incoming lost calls**.

### Auto Contact Creation

This feature automatically creates a new user (end user) in Zendesk when a call is handled from a number that does not
match an existing contact in your CRM.

| **Setting** | **Description** |
| --- | --- |
| **Inbound calls** | When enabled, a new user will be created in Zendesk for all inbound calls from unknown numbers. |
| **Outbound calls** | When enabled, a new user will be created in Zendesk for all outbound calls to unknown numbers. |

### Call Tags and Notes

Send the [call tags](../call-tags.html#ps3-settings-call-tags) and the [call
note](../../Call-analytics/call-history.html#ps3-call-history-notes) that agents add to a call to the matching ticket in
Zendesk.

| **Setting** | **Description** |
| --- | --- |
| **Send call tags to CRM** | When enabled, the call's tags are sent to Zendesk. |
| **Send call notes to CRM** | When enabled, the call note written by the agent is sent to Zendesk. |

Both settings are disabled by default and work independently. They are not part of AI Call Insights and do not require
an AI plan.

Tags and notes are sent when the call is logged in Zendesk, and the ticket is updated if they change later.

Warning

The call note is free text written by the agent. It is sent to Zendesk exactly as written and is not covered by call
recording PII redaction.

[![Call tags and notes settings in the Zendesk integration settings](../../../_images/zendesk-call-tags-notes-settings.png)](../../../_images/zendesk-call-tags-notes-settings.png)


**Fig. 19.** Call tags and notes settings

phone.systems(TM) sends the tags and the call note to the Zendesk ticket created for the call:

- **Tags**: Added as Zendesk ticket tags, which you can use to search and filter tickets. Other tags on the ticket, added by agents, triggers, or other apps, are not removed.
- **Call note**: Added as an internal comment that the end user cannot see. A new comment is added only when the note changes. Changing only the tags does not add a comment.

Note

Zendesk creates tickets only for missed inbound calls. Only these calls receive tags and notes in Zendesk.

After configuring these options, click **Save** to apply your changes.

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