New: Embedded telephony integration for Zendesk

Great news for all Zendesk fans! Introducing the next generation of integrations, allowing you to perform all your actions directly from your trusted CRM. Starting now, our brand-new Zendesk embedded integration is available, seamlessly working with over 70 different telephony platforms. Experience the power of Bubble Desktop, but directly within Zendesk.

Zendesk embedded integration

This integration ensures that you instantly see all relevant customer information during a phone call. From the overview that appears, which can be fully customized to the user’s preferences, you can immediately perform the desired action. You have a variety of buttons to choose from. Zendesk-specific action buttons include:

• Open Card
• Open Ticket
• Create Ticket (only in combination with Zendesk Talk)

In addition, there are various useful standard buttons available, such as the custom action, email, callback request, WhatsApp, or Microsoft Teams Chat button. Once the call ends, a call log is automatically saved under the corresponding contact in Zendesk (note: this feature is only available in Zendesk Talk. For Zendesk Classic, you can opt to automatically create a ticket). What makes it even better: it's not a separate pop-up but fully integrated into Zendesk. Do you use other apps as well? No worries! You can even display CRM information or buttons from other applications in the Zendesk notification.

SearchBar

But there’s more! In addition to the pop-up notification that appears during a phone call, you can also search through all your Zendesk contacts using the SearchBar. From the search results, you can perform various actions, such as:

• Starting an outgoing telephone call 
• Sending a WhatsApp message
• Sending a Microsoft Teams chat message
• Send an email
• Opening the call history
• Opening the customer card in HubSpot
  

Outgoing Calls

Unfortunately, Zendesk does not support click-to-call functionality natively, but no worries! In the Bubble SearchBar, you can still use this feature, as explained above. Prefer to manually enter a phone number? That’s super easy too. Simply type the number into the SearchBar, and a call button will automatically appear for you!

Call control

In the embedded pop-up notification, full call control is available (as long as your telephony platform supports it), allowing you to manage your desk phone, softphone, or other devices directly from the notification. The following actions are supported:

• Answer call 
• Ending a call
• Put call on hold
• Transfer call attended
• Transfer call unattended

If your telephony platform supports limited call control (such as only answering and ending calls), only the buttons that you can actually use will be displayed in the pop-up notification. If no call control is available for your telephony platform, the call control option will not appear in the pop-up notification. Click here for more information about the supported telephony platforms.

Multi-result

If multiple results are found for the caller's phone number, you can navigate to the next result using the arrow keys (located below the action buttons). If you'd like to control which contact is displayed first, you can configure this in the settings panel using the advanced filtering function. 

Call waiting

If you receive other calls while on a phone call, those calls will appear at the bottom of the pop-up notification, allowing you to easily switch between them with a simple click. 

Call history caller

If you want to see which colleague last spoke with the caller during a phone call, you can click to open the call history.

Personal call history

Based on your personal call history, you can start a phone call directly by clicking on a phone number. By clicking on the timeline, a pop-up notification will appear with all the relevant information associated with that phone number.

Call registration

Once the call ends, a call log is automatically saved under the corresponding contact in Zendesk, including details such as the time, duration of the call, and the staff member involved (note: this feature is only available in Zendesk Talk. For Zendesk Classic, you can choose to automatically create a ticket).

Callback request

After ending the call (and if you haven’t closed the notification), you can easily reopen the pop-up notification from your most recent call. If desired, you can initiate the call again with a simple click on the redial button. 

Customer data

When developing our applications, we maintain the vision that customer data must be accessed in a responsible way. For us, there is then only one way possible; real-time communication with the CRM and not storing customer data from the CRM outside the CRM application itself. This way, customers and partners keep track of where their CRM data is and there is no additional risk of a data leak. As this is unfortunately not the standard in the world of integrations and we still see data being synced to storage sources outside the CRM, a Red Cactus partner therefore has a huge competitive advantage in this area too with customers who want to handle CRM data carefully and responsibly.

Free trials 

Red Cactus partners have another big advantage as they can offer customers a test licence for 30 days/ max 5 users with which customers can test for free. 

Migrate in a few clicks

Are you or your client already using the Bubble Desktop application in combination with Zendesk? The migration process from the Bubble desktop pop-up notification to the embedded pop-up in Zendesk is very straightforward and takes just a few clicks. Install the app from the Zendesk Marketplace. Then, the user can log in with their Bubble account in the Bubble 365 App, adjust any user-specific preferences if needed, and you’re all set! The configuration of the Bubble desktop application remains intact, so nothing changes except for the application where the notification appears (in Zendesk). Please ensure that your Bubble version is up to date (minimum version 3.44) and remember to disable the pop-up notification from the Bubble Desktop application itself.

More information

Want more information? Check out the service description on the marketplace below or the technical documentation in our knowledge base (please note that you need to be logged in for this). 

• Zendesk (marketplace, knowledgebase)
• Zendesk Talk (marketplace, knowledgebase)