Zendesk CRM Integration with 3CX IP PBX

Zendesk CRM integration with the 3CX IP PBX is done on the server side in an easy and direct way. This integration gives benefits to Zendesk and 3CX IP PBX users, including:

• Contact synchronization – An incoming call from an external number triggers the contact on the Zendesk CRM side and automatically shows the caller’s name to the person receiving the call.
• Call Journal – Calls are recorded as call notes in the CRM, from the start of the conversation to the end, along with the duration.
• Create new contact – Automatically creates a new contact for unknown calls in Zendesk CRM. You only need to edit the number from the newly created contact to the new customer’s name
• Click to call – place calls directly from Zendesk through 3CX using the clickcall browser extension for 3CX

How to configure Zendesk

1. Log in to your Zendesk account
2. Click the “settings” icon in the menu, then click API and choose the settings tab to “enable API authentication using the agent’s email address and password”

   

   1. Journaling – To provide information about the time agents spend making external calls, you must create a custom field on the user entity. This way the 3CX IP PBX can map the extension number of the agent receiving the call to the Zendesk user. Information on how to add custom fields to users can be found here. Click the Admin icon, then choose user field.

      

      Drag the Numeric field from the right into the active area and place it where you want. Or click the plus sign (+)

      

Then enter the field title as Extension and, when done, choose create.

After creating the field, fill it in with each agent’s extension number according to the information in the 3CX IP PBX.

Configuration on the 3CX IP PBX CRM Server side for Zendesk CRM integration

1. Go to the 3CX console > Settings > CRM Integration > Select Server side
2. Select Zendesk from the dropdown menu list

Enter your Zendesk login email and password and enter your Zendesk domain.