ContactNow for Zendesk

Overview

ContactNow for Zendesk allows users to have the option of using two systems as a single line of business application. It enhances the Zendesk user experience and provides an added value by offering a voice communication channel that complements the ticketing system with a full workflow history automatically added in the form of notes.

ContactNow for Zendesk further improves your ticketing system by embedding a phone in Zendesk. The integrated system allows you to accept and make calls and track enquires from your customers with the aid of the ContactNow Phone.

ContactNow blends seamlessly with the Zendesk solution and you can engage with your customers using the ContactNow Phone without having to leave the Zendesk platform.

You must have both a ContactNow and a Zendesk Account.

Sign in to your Zendesk Account

Log In to ContactNow

Once you have signed in to your Zendesk account you will need to log in ContactNow. You will need to have an existing ContactNow account in order to log in to the phone.

Connect to the dialer

Once you have logged in to ContactNow, you will need to Connect to the Dialer.

Choose your preferred method to connect to the dialer.

Scheduled calls and Voicemails are available on the Zendesk version of ContactNow Phone even before the user is connected.

Status Controller

Once connected, click on the Status controller and it will display a list of statuses available for the user to select.

Make and receive calls

When connected, the phone will appear and you are ready to receive and Make calls from the phone within Zendesk.

There are minor functional enhancements on the Zendesk version of Phone. Scheduled calls and Voicemails are available from the phone within Zendesk. The key pad and Contact icons remain in the same position as on the web agent interface.

The keypad will be displayed once a connection is established for the Phone.

Address Book

The address book lists Contacts and Queues. You can search your contacts from the phone. Queues can be identified by green and red dots that appear next to them in the address book.

Green dot indicates the availability of a user assigned to the same queue, red indicates that there are no Agents available for that Queue.

When you have selected a contact from the address book, the name and the number will be populated in the phone under the status controller. Click Dial to start the call.

Scheduled Calls

Your Scheduled calls will appear listed in the schedule section of the Phone. Clicking on the Scheduled call icon will list the all the scheduled calls assigned to you. The list appears in accordance to the calling schedule. The contact on top of the list is the first to be called. Scroll down to see more scheduled calls. Click load more to see more scheduled calls.

Select a contact from the list to enable the Dial Now button.

Voicemails

You can access and listen to your Voicemails from the Phone. Click on the Voicemail icon to see a list of voicemails available on your personal Queue. A red line appears on an unplayed Voicemail. Clicking the play icon will select the Voicemail and starts to play it. Options to download and archive the Voicemail can also be selected from the Voicemail tab.

Click on the Download icon to save the Voicemail on your device. Clicking on the Archive icon removes the voicemail from the lists and sends it to the trash.

When a Voicemail is selected the Dial button and an option to Create Ticket are enabled. The Dial button will call the customer. Clicking Create Ticket opens a new ticket in Zendesk.

Phone (On Call)

While on a call, the phone displays the user's number and the Zendesk Ticket ID. Clicking on the ticket ID brings the ticket to the most recent tab if it is already open, otherwise it opens one.

Search

The search functionality from the Phone allows you to search for tickets that are associated with a user's number.

When on call, the search bar is automatically populated with the number of the user currently on call. Matching records and/or users will be listed below the search bar in the Phone. The search field will search the Zendesk database and lists any tickets associated with the number.

When tickets are listed, information such as the first and last name of the user associated with the number, the amount of tickets the user or users with that number have reported will be displayed. The ticket will also display Ticket ID, Status and Title / Description.

When a ticket or user is selected from the list of tickets on display the Assign button is enabled. You can either assign a ticket to the user or Create a new ticket.

The user can now be assigned to a ticket. You can also click on the Filter icon next to the search bar to open a drop down menu of a list of custom fields. Selecting a custom field re-populates the search results with customers that match the search term in the chosen field.

Clicking the Cross next to the selected custom field deselects it and returns to search to the default fields.

When a custom field is selected, the search result will list the number of tickets assigned to that particular number. For instance, multiple users may have tickets assigned to the same number.

Selecting a user from the list will load and reveal the list of tickets reported by the user. Click on the Return icon to go back to the list of users or click on the Preview icon to open the ticket in Zendesk.

Clicking Create a new ticket automatically assigns this user as the reporter of a new ticket. If a ticket is currently the active tab in Zendesk, it will be displayed at the bottom of the search as a Suggested ticket. The suggested ticket updates whenever whenever a ticket has tab focus in Zendesk. If the active tab is that of the user currently on a call, suggested ticket will not appear at the bottom of the search.

Tags

The list of Tags remain the same as on the agent interface on the ContactNow web portal. Click on the Tag icon and select from the available tags listed.

Outcomes

The list of Outcomes remains the same as on the agent interface on the ContactNow web portal. Select one from the available outcomes listed to disposition a call.

The Schedule a call option remains the same as the web version of the phone.

Incoming Call

An Incoming call will display an animation as well as the time of the call and the user or the user's number.

Awaiting a call

While awaiting for a call, the Phone displays an anti-clockwise rotation animation. Clicking cancel takes you back to Idle status and displays the key pad.

If you would like to use the Phone in Preview and Predictive mode you must Add your Zendesk CRM account in ContactNow.

Transfer

You can Transfer calls from the phone. Click on the transfer icon and your screen will change to the call transfer screen.

The current call and Transfer tabs appear at the top so that the user can switch between the two phones. Clicking Cancel below the Dial button that closes the Transfer phone and returns you to the normal phone screen.

During a Third Party Transfer, the only actions available are Mute Call, Create Conference and Hang up. There are no Tags or Outcomes for a TPT call option. A user or ticket cannot be searched for, opened or created from within the phone while on a Transfer call.

Logout

You must return to the Status controller to Disconnect from the dialer and / or logout of the Phone. Choosing disconnect from the status controller will lead to the display of reasons for disconnecting, select one from the reasons displayed.