Menu

Expand
Rate this page:

Thanks for rating this page!

We are always striving to improve our documentation quality, and your feedback is valuable to us. How could this documentation serve you better?

Create your Flex-Zendesk Integration

Overview

Using the new Zendesk CTI Flex integration, teams using Zendesk as their ticketing system can now interact with their customers across multiple communication channels and focus on solving customer issues instead of administering their account, by letting Flex take care of the ticket housekeeping, right from within their Zendesk UI.

This integration is Generally Available and supports the following:

Search and Screenpop: Available across all channels. Use information gathered in the triage phase (ex. IVR or web form ) of customer interaction to automatically lookup and display relevant Zendesk tickets or user records. 

Interaction logging: Automatically log Flex interactions into a related Zendesk ticket. 

Context Switching: Set your Zendesk Screen to Automatically change to a related Zendesk ticket or User when you multitask.

Chat Transcripts: Automatically save Chat Transcripts for non-voice channels as Internal Ticket Comments.

Voice Recording: Enable Flex Voice Recording Feature for Inbound voice calls.

Configurable Ticket and User Creation/Display: Configure automatic ticket and/or User Creation and Navigation in response to Customer Engagements.

Click to Dial(*Beta): Let agents place an outbound call with the click of a button. 

Configure Flex

Setup

Configuring Twilio Flex Zendesk Integration

(1)Start by navigating to https://flex.twilio.com on your Chrome Browser as an Admin.

(2)Browse to Admin>Integrations

(3)Click on the “Zendesk” Card to reach the configuration screen as shown below.

Twilio Flex Admin - Integrations - Zendesk

(4) Configure your Flex Zendesk Integration as per your organisation requirements.Following parameters are available for the configuration.

Parameter Name

Description

Outbound Caller ID

(Mandatory) This will be the caller-Id used for outbound calls from the Flex-Salesforce Integration (via Click to Dial) if an agent does not have defined caller Id

Zendesk Base URL

(Mandatory) Your Zendesk Domain URL

Workflow SID

(Optional) If you want to use a Workflow different than the default Workflow, please supply the Workflow SID here. If not, leave it empty.

** If you are not sure what it is, then leave it empty

Task Channel SID

(Optional) If you want to use a Task Channel different than the default Voice Channel, please supply the TaskChannel SID here. If not, leave it empty.

** If you are not sure what it is, then leave it empty

New ticket description

The description to be used for automatic ticket creation by Flex

New ticket subject

The subject to be used for automatic ticket creation by Flex

Automatic Logging

You can configure the stages of the tasks when the task metadata should be logged as “Internal Note” on the relevant Zendesk Ticket. You can choose any or none of the three stages

  • Task Start: Log when Agent accepts the task.
  • Task Switch: Log when Agent selects a task. Particularly useful in multitasking setup
  • Task Complete: Log when Agent completes the task.

Log Chat details as Internal Note

Select this option if you want Chat transcripts, for non-voice channels, to be recorded as Internal note in the relevant Zendesk Ticket, when applicable. If selected, the transcript of the chat is stored in Zendesk on a task completion .

Navigate

Select the nature of Screenpop when Agent accepts/selects the task. Available Options are

  • Display a ticket on agent Screen
  • Display a user on agent Screen
  • Display nothing

You can select different behaviour for the cases when the end customer has provided a valid ticket number in the input.

Create

Select if and when you want a new ticket or user to be created. For cases, when an invalid or no ticket numbers are provided, you can choose to

  • Create a new ticket
  • Create a new user, if the user is unknown.

When enabling any of the features that result in data being transferred over from Flex in Zendesk, you should be aware that any such data transferred to Zendesk would be governed under Zendesk’s privacy policy, available at https://www.zendesk.com/company/customers-partners/privacy-policy/?cta=privacy.

Furthermore, you should also understand once data has been copied over to Zendesk, it's your responsibility to appropriately handle and delete any data that is copied from Twilio over to the Zendesk Services through the Flex App. This includes both data with personally identifiable information and data without personally identifiable information.

Please read https://www.twilio.com/legal/flex-zendesk-terms for details.

Set up TaskRouter for Outbound Calling

**You only need to complete below 2 steps if you want to implement “Click to Dial” Feature in your Flex Zendesk Integration. You will also need to configure your taskrouter as described in the step (6) below. If you do not want the "Click to Dial" feature, skip both steps (5) and (6)

(5) [Optional] In the same configuration screen, create Twilio Functions by clicking the "Generate Functions" option.

Flex_Zendesk_CreateFunctions.png
flexdeskbeta_FUNCTIONS_stepC_.png

(6)[Optional] You need to configure Taskrouter to ensure that we only route the call to the worker that clicked the phone number. To do this, you’ll need to create a routing rule.

Navigate to Taskrouter Workspace and go to the Workflow that you are using for the Outbound Call. Then, add a filter as shown in the following screenshot:

outbound_TR_Filter.width-1600.png

(7)Enable your Zendesk Integration using the status toggle.

Flex_Zendesk_EnableIntegration.png

With this, your Flex configuration is now complete. Next, proceed to install the Flex App in your Zendesk Instance.

Installing Flex to your Zendesk Instance

Installing Twilio Flex in your Zendesk Instance

(1) While being logged in to your Zendesk Instance/Domain/Org, navigate to Zendesk Marketplace and search for "Twilio Flex" or navigate directly to the app by clicking this url . Please read the App Description to know about the Twilio Flex App. When ready, proceed to install this Flex App.

Twilio_Flex_App_Integration_with_Zendesk_Support_pic2.png

(2) Continue the installation steps in the screens shown below, optionally modifying the parameters on the screen.

Flex_Zendesk_UploadPrivate_3.png

Following are the parameters that you might be interested in modifying

Parameter Name

Description

Flex URL

(Mandatory) Leave it as is if using Hosted Flex. If self hosting Flex on your own infrastructure, you should change this to be the url of your Flex Instance.

If not sure, leave the field as is.

This field tells Twilio Flex App in Zendesk about the location where Flex is hosted and available.

Flex Widget width

(Mandatory) Specify, in pixels, the width of the Flex App within your Zendesk UI.

An important thing to consider when deciding width is that a wider Flex App is useful if you intend to use non-voice channels as it gives a better Chat Experience to your Support staff.

Flex Widget height

(Mandatory)

Specify, in pixels, the height of the Flex App within your Zendesk UI.

An important thing to consider when deciding width is that a wider Flex App is useful if you intend to use non-voice channels as it gives a better Chat Experience to your Support staff.

- Please note that you do not need to change anything to this screen unless you want to customise it beyond the default values. If you are not sure about what values to enter, continue with the default values.

- Feel free to select role restrictions if you want to restrict access to this app to selected Roles or Groups in your organisation.

The Flex App should now be installed in your Zendesk Instance. Permitted Roles and Groups will now be able to see Flex App ( as shown in screenshots below) when they login into their Zendesk accounts.

flexdeskbeta_Installed_1.png

That's it! See our guide on Call Flows to take it for a spin.

What's next?

Now that you've integrated Flex with your Zendesk instance, learn more about customizing your integration and managing interactions with your users:

Migrate from Beta to GA

Migrating from Beta to GA is trivial and requires the following steps:

  1. Make a note of entries in your zdConfig.js file – you will need these values when configuring the GA version of your Flex-Zendesk Integration
  2. Navigate to Runtime>Assets in your Twilio Console to delete the plugin (i.e. Beta version).
  3. Delete the Functions created in the above steps by navigating to Runtime>Functions.
  4. Follow the steps described in the Setup steps above
Rate this page:

Need some help?

We all do sometimes; code is hard. Get help now from our support team, or lean on the wisdom of the crowd browsing the Twilio tag on Stack Overflow.