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Integration Scope

The scope of integration discussed in this guide includes the following elements:

• Zendesk Phone Integration
• Zendesk chat support, SMS, and mobile messenger apps integrations
• ServicePattern Agent Desktop embedded into the Zendesk application.
• Single sign-on, i.e., simultaneous user logging into ServicePattern and Zendesk systems.
• Use of Zendesk data to identify agents best qualified to handle an incoming interaction using the information provided by the caller via an interactive voice response (IVR) application as well as possible updates of Zendesk data via self-service IVR applications. Supported operations include searching for, creating, and updating Zendesk records.
• Screen-pop, i.e., display of relevant Zendesk records synchronized with interaction delivery to the agent. Currently, Zendesk tickets and user records can be displayed in this manner.
• Click-to-call, i.e., the capability to contact people who originated or handled a Zendesk ticket and initiate calls to them via a single click.
• Availability of interaction-processing details in the Zendesk ticket activity history including:
  • Start time
  • Contact name
  • Contact number
  • Duration
  • Interaction direction (outbound/inbound)
  • Disposition
  • Access to recording/transcript
  • Attached data< Previous | Next >