Announcing Flex Zendesk CTI Integration General Availability

Time to read: 1 minute

August 06, 2019
Written by
Abhijit Mehta
Twilion

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Today we are excited to announce the Flex Zendesk CTI (Computer Telephony Interface) is now Generally Available. Flex Zendesk CTI is included at no extra cost within your Flex license and enables you to supercharge your Zendesk Support omnichannel customer communications. Get started here! A Zendesk Talk Partner Edition subscription is required for any Zendesk Support agents who want to access the Flex Zendesk CTI.

Once you’ve successfully installed the CTI integration, you will be able to access Flex from within Zendesk Support. This enables you to:

 

  • Have a contextual conversation with your customers using the automatic search and screen pop to present a relevant ticket or user information to agents
  • Keep Zendesk in sync for agents moving between tasks with context switching, automatically bringing the context of the current task in front of the agent
  • Automatically record engagements going through Flex as private notes in the ticket
  • Log transcripts of non-voice conversations as a comment on the ticket
  • Have configurable controls to automate ticket and user creation, and screen navigation in Zendesk Support
  • Automatically add custom tags to a ticket with intelligence gathered during the pre-engagement flows, such as an IVR
  • In beta - click-to-dial from a phone number

With Flex Zendesk integration, you can now delight customers by helping agents focus on solving customer issues instead of administering their account, by letting Flex take care of ticket housekeeping. 

Flex Zendesk Integration

Read more about these features and check out the sample call flows here.

Getting Started

Head to the Zendesk Marketplace and install the Flex app to your Zendesk Support instance.

You can set up your Flex Zendesk integration from Flex within the admin interface.

Detailed documentation for setup and configuration can be found here. If you have been using the beta, you can follow these steps to migrate to the GA.

We can’t wait to see you supercharge your Zendesk Support with Flex!

 

 

 

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