Nextiva Zendesk Integration
Create and sync call records between Nextiva and Zendesk so your support team has full context on every customer interaction.
Do this and more with Nextiva + Zendesk.
Call Logging as an Activity
Associate calls to contacts or customers, and your activity is automatically logged across those associations when the call completes. You can edit notes for your Zendesk ticket, or use the default notes.
Manage your tasks and records
From the Zendesk integration panel, make new contacts, tickets, or accounts. Also type notes that will create tasks automatically. Our NLP technology interprets words like “tomorrow” or “next week” as dates for your tasks.
Hop into your call with Screen Pop
An incoming call pops right onto your screen. One click brings up the customer’s record in Zendesk. If this is a new phone number, you can associate it to an existing record. Your customer’s ticket history is just a handy popup away.
Add the #1 rated business phone service.
Software integration
Download a desktop application to manage your integration.
Embedded integration
Embed an integration from the Zendesk Marketplace and log in using your Nextiva credentials.
Browser extension
Install an extension into your web browser to integrate Nextiva with your browser instance of Zendesk.
Requirements
System requirements
- Software integration requires a Nextiva Professional or Enterprise license.
- Embedded integration and browser extension require Nextiva Enterprise.
- Embedded integration requires Zendesk "Talk-Partner edition" seats.
- It is recommended to cache information on helpdesks with less than 30,000 contacts.
FAQs: Zendesk VoIP integration
What is the Nextiva Zendesk integration?
The Zendesk VoIP integration is a Computer Telephony Integration (CTI). It leverages your cloud phone system to provide additional functionality within Zendesk, utilizing phone features like call recording and call logging as activities.
How can I sign up for the Nextiva Zendesk integration?
Just mention it to your account executive or client success manager. They’ll be happy to include the Zendesk VoIP integration with your commercial phone service.
Does the Nextiva Zendesk integration cost anything?
The Zendesk VoIP integration will come on request with certain packages at no additional charge depending on volume, but will be available à la carte to all Nextiva Cloud PBX customers at an additional charge. It’s not available out of the box.
Can I click to call within Zendesk?
Yes, the Zendesk phone integration will ring your desk phone, softphone, or mobile app after you click a phone number in your Zendesk instance. Answering your phone will place the call to the phone number selected.
Does the Nextiva Zendesk integration work on all devices?
The Zendesk integration can be completed with a desktop application, a browser extension, or an add-in found in your Zendesk extension marketplace.
Does the Nextiva Zendesk integration work on all calls?
Whether you use Click to Call or your call history to place outbound calls, take an inbound call directly or from a call center/contact center, the Zendesk CTI will provide some functionality to your Helpdesk system.
Overview
The Zendesk integration connects XBert with Zendesk to synchronize customer interactions, tickets, and end-user records in real time. When customer activity occurs in XBert, Zendesk tickets are automatically created or updated with engagement history and customer context, enabling support teams to resolve issues faster without manual data entry or switching between systems.
Streamline customer support workflows with unified ticketing and customer data synchronization:
- Ticket Synchronization: Automatically create and update Zendesk tickets based on customer interactions in XBert.
- End-User Management: Keep Zendesk customer profiles accurate and up to date with automatic contact synchronization.
- Activity Visibility: Sync engagement history and ticket updates to provide agents with complete customer context.
- Reduced Manual Work: Eliminate duplicate entry and streamline support operations with automated workflows.
Requirements
- Active XBert account
- Active Zendesk account with appropriate permissions
FAQs
Does the Zendesk integration support automatic ticket updates?
Yes. Zendesk tickets are automatically created or updated whenever customer interactions or ticket activity occur in XBert.
What customer information is synced into Zendesk?
The integration synchronizes end-user profiles, ticket details, and engagement activity from XBert into Zendesk to ensure agents always have accurate customer context.
Does this integration reduce manual support administration?
Yes. By automating ticket creation, updates, and customer profile synchronization, the integration reduces manual work and improves support efficiency.
