Integrate Zendesk
How Cytrack Integrates with Zendesk
Zendesk Supported Version: Web version
Cytrack software is deeply integrated with Zendesk for unparalleled enrichment of customer experience.
As well as turning Zendesk into a powerful communications platform, you can instantly route calls based on any Zendesk field and automatically update with things like voice recordings, notes and history.
If you use Zendesk, you should see the Zendesk integration feature list below for more information. We'll be delighted to answer any further questions you may have simply get in touch using your preferred contact method (details under the feature list.)
About Zendesk
Zendesk is a cloud-based customer service and sales platform that helps businesses manage customer communication and support across multiple channels. It offers a range of products, including help desk, live chat, and CRM tools, allowing organizations to handle inquiries efficiently and improve customer experiences. By adding Cytrack’s software into the mix, you get an immediate uplift in customer experience.
Features of Cytrack's integration with Zendesk
Click to dial
Allows user to click on a number in the Zendesk contact fields and CyDesk will dial the number.
Caller lookup
CyDesk can lookup the Zendesk database based on the Caller ID and can show the Zendesk contact details (& account/company if applicable) in CyDesk.
Pop contact
CyDesk can tell Zendesk to display a contact record from either the name or number search.
Pop account
CyDesk can tell Zendesk to display an account record from either the name or number search.
Name search
User can select search in CyDesk and enter name details and CyDesk will search Zendesk and display a list of matches, the user can select the contact from the list and pop the record, dial one of the contact phone numbers as listed in the Zendesk contact record, and also optionally send an SMS if CySMS is installed.
Log call history
CyDesk can optionally store details of the call in the Zendesk contact history – includes the date, time, call type (incoming or outgoing), Caller ID and call duration.
Attach voice recordings
CyDesk can optionally store a URL to the location of the voice recording file in Zendesk. Note the user has to enter a username and password to play the recording and access can be controlled by the Cytrack security manager.
Outbound call campaigns
Zendesk integration is compatible with CyCall outbound call centre module and allows marketing campaigns from Zendesk to be accessed directly from CyCall. If this is not available then the user can export CSV files from within Zendesk and import into CyCall, or utilise our Business Process Manager that can automate this process and create a real-time feed of contact records from an external file and feed directly into CyCall campaigns.
Log call notes
Notes entered into CyDesk during the call can be stored in the Zendesk contact history together with the call history.
CRM routing
CyCX Connect provides the feature to lookup an assigned field within Zendesk and route calls to specific queue groups according to what's in the Zendesk field, e.g. Customer Priority = Gold in CRM and then CyCX Connect will ensure the call is routed to the assigned premium customer service queue, or if Customer Priority = Invoice owed then transfer to the accounts queue.
Log completion code
CyDesk allows for calls to be categorised by completion codes at the end of each call, optionally the completion code selected can update a designated field in the Zendesk contact record with a defined entry.
Want to know more about Cytrack's integration with Zendesk?
Get in touch using your preferred contact method below, and one of our friendly team will be delighted to answer all your Zendesk integration questions...