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  • Toky Documentation
  • FAQ
    • BYOC (Bring Your Own Carrier) support at Toky
    • BYOC Requirements
    • Can I change an agent's email?
    • Can I port my number over to Toky?
    • Can I share my agent account with others?
    • Do you have any desktop apps?
    • Do you have any reports?
    • How can I close my Toky account?
    • How can I port my number out of Toky?
    • How does billing work when I bring my own phone number?
    • How does the voicemail work?
    • How long will it take to receive a verified WhatsApp Business account?
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    • How to unblock my microphone access for Toky?
    • Intercom Integration discontinued
    • Toky's refund policy
    • What are the limitations of a trial account?
    • What do the phone icons mean in the call history?
    • What does every status in call history mean?
    • What happens after enabling an integration?
    • What prices does Toky charge?
    • What to check if Toky calls drop or they can't connect?
    • What to do in case of having problems with calls?
    • What's a Toll-free phone number?
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    • What's an IVR or Phone Tree?
    • What's the best server to connect my number to Toky?
    • Where can I find free on hold music for my call center?
    • Where can I find the API Key?
    • Which browsers does Toky support?
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    • Why aren't personal email addresses accepted in Toky?
    • Why can the call rates in the calculator be different to the starting prices in the same country?
    • Why do I have a payment hold?
    • Why is my browser sending incomplete information?
    • Why was my account blocked?
  • How-to Guides
    • Add an agent with an already existing Toky account
    • Adding or deleting agents from Toky
    • Answer calls using Toky
    • Block a phone number
    • Buy a phone number from Toky
    • Call forwarding is not working
    • Change the greeting audio for live calls
    • Change your Caller ID
    • Common issues caused by call forwarding
    • Configure agents and their groups
    • Configure the audio messages in your IVR
    • Configure your headset on Toky
    • Configure your profile
    • Connect my Twilio hosted number to Toky
    • Connection Measurement Tests
    • Create a power dialer campaign
    • Display an external phone number as a Caller ID
    • Download Call recordings using the API Reference
    • Enable & disable call recording
    • Enable call forwarding
    • Enable call recording
    • Enable permanent call forwarding for an agent
    • Enabling low credit notifications and credit auto-recharge
    • Find the phone number of a customer who called my business
    • Get started with Toky
    • Get the Call ID link to report a call to customer support
    • How can I buy testing credit?
    • How to activate Speech to Text transcription for voicemail
    • How to assign a phone number to one of your agents
    • How to bulk-download or export call recordings
    • How to cancel my Toky account
    • How to configure the overflow agent group?
    • How to download the Call Recordings
    • How to login to Toky
    • How to make calls from the desktop app
    • How to make calls from the mobile app
    • How to port my number to Toky
    • How to request a call recording transcription?
    • How to restore Toky Google Chrome extensions that disappear from the Chrome bar
    • How to test your connection quality and audio settings
    • How to transfer a call to an agent, group or external phone number?
    • How to use the Chrome Extension
    • I'm having issues with the audio on the desktop app for Mac
    • Import contacts to the phone directory
    • Install a WhatsApp click to chat link in your website
    • Install the call widget on your website
    • Install the desktop app on Mac
    • Install the desktop app on Windows
    • Make calls with Toky's web app or business dialer
    • Make international phone calls
    • People can't hear me when I talk
    • Receive fax to email
    • Send text messages (SMS) using Toky
    • Set up an integration for the first time
    • Set up your IVR in Toky
    • Toky United States 10DLC FAQ
    • Toky and GDPR
    • Troubleshooting sound problems
    • Update the Windows application
    • Use WhatsApp Business in Toky
    • Use a Telephone Menu
    • Use call monitoring and whispering
    • Use the Chrome Extension
    • Use voicemail drop with Toky
    • Use your IVR to forward calls to phone numbers
    • Viewing your Toky account invoice
    • What to check if your CRM integration is not working properly
    • Where can I set working days and hours in Toky?
    • Whitelist ports in case you are under a Firewall
  • Integrations
    • About Toky connector for Google Data Studio
    • Change data connector parameters in Google Data Studio
    • Create call Tasks associated with Leads and Contacts using Salesforce Classic
    • Create call Tasks associated with Leads and Contacts using Salesforce Lightning
    • Enable the Front Integration
    • Enable the Hubspot integration
    • Enable the Pipedrive Integration
    • Enable the Zoho CRM integration
    • Getting Started with Hubspot Integration
    • How do I receive calls that were made via Toky Instant Call?
    • How does Toky for Zoho Phonebridge works?
    • How does Zendesk integration work?
    • How to configure MessageBird Flow Builder integration
    • How to enable CRM integrations in Toky?
    • How to enable Toky for Zoho Phonebridge
    • How to enable Zendesk Integration?
    • How to enable replies with SMS from Zendesk
    • How to enable the Insightly Integration?
    • How to integrate Toky with Okta
    • How to use Toky Data Importer Add-on for Google Sheets
    • Integrate Toky Dialer to Salesforce Classic
    • Integrate Toky Dialer with Salesforce Lightning
    • What's the difference between Zoho Phonebridge and the main Zoho integration?
    • Xiaomi - Control Background Running in MIUI
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  1. Integrations

How to enable Zendesk Integration?

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Last updated 1 year ago

Why integrate with Zendesk?

Automatically log inbound and outbound calls, record them, click to call inside Zendesk and reply to SMS from your tickets.

Key features

  • Call leads and contacts, with a single click and without leaving Zendesk

  • Automatically log inbound and outbound calls, voicemails and missed calls with all the details you need for reporting and monitoring your agents

  • Toky automatically syncs with Zendesk's phone records, so every time you receive a call you will know who is calling

How to Integrate with Zendesk

To integrate Toky with Zendesk you must go to the , do the following:

  • Open the Toky Dashboard and click on Integrations

  • Click on Zendesk

  • In the right pane, you will see the steps to follow to enable the Zendesk integration with Toky. Enter the Zendesk subdomain.

  • Click on Connect and a new page will be opened

  • Click on Allow

  • Now Toky will start synchronizing data from Zendesk, this will take some time depending on the number of agents and contacts you have. But this will be only the first time. Toky will let you know when the process is complete.

  • Select which events Toky will log into Zendesk

  • Select how you want Toky to handle some particular events, like unknown callers, respond SMS directly from your tickets and more

  • Add unknown callers as leads: Create automatically a contact with caller's information in Zendesk when the number calling is not known.

  • Sync with my connected CRMs: If there's no information about a caller, Toky will pull it from a CRM that's already connected.

  • Respond to text messages directly within Zendesk's interface: You can respond SMS messages directly within Zendesk. It will be charged from your Toky Credit.

  • Add call events to an existing open ticket for the customer

  • Select the language that Toky will use to log the data in Zendesk

  • Toky will load your agents from Zendesk, you must match every agent with the corresponding Toky agent. Toky will use this information to log the data with the right agent.

  • Install the Chrome Extension to call your customers with a click inside Zendesk

  • Make sure, enabled is checked and click on Save Changes

Note:

  • The synchronization time will depend on the number of contacts you have in Zendesk

  • Every 10 minutes a synchronization process is performed for new contacts/leads

  • If a contact is recently added and a call is made to that contact, the call record will appear in the contact's profile at the next synchronization

  • Only Toky administrators have access to the Integration set up and Settings.

Although the initial configuration has to only be performed once, every agent needs the Chrome Extension to use click to call inside Zendesk. They can go to the Integrations page to install it, or go directly to .

this link
integration settings panel