SuperReceptionist is a personal reception hosted virtually in a cloud telephony environment.


Zendesk is a software development company that provides cloud-based

customer service platform, also known zendesk; the services include ticketing, self-service options, and customer support features.


If you are using SuperReceptionist for your business, you can integrate it with zendesk to capture leads along with phone numbers directly from your zendesk account.


SuperReceptionist connector in zendesk allows you to:


  • Track incoming calls from customers

  • Create tickets with phone numbers

  • Merge phone numbers with existing ticket details

  • Direct incoming calls from customers to respective agents

  • Make outbound calls using Click-to-Call feature

  • Track outbound calls


Prerequisites:

  • You must be an Admin User of your zendesk account

  • Your SuperReceptionist panel should be in Premium Plan to make use of SuperReceptionist integrations

  • Your zendesk plan must support telephony integration

  • You are using Knowlarity’s SuperReceptionist service which is configured and active


Procedure:


  1. Get your SuperReceptionist Virtual Number and API Key

  • Login to your SuperReceptionist account to get the API Key and Virtual Number

  • Your SuperReceptionist phone number is your Virtual Number


2. Get SuperReceptionist API key

  • Navigate to ‘Settings’

  • Go to ‘Call Flow’

  • Visit ‘Plan Settings’


  • Scroll down to the bottom of the page under Plan Settings  to find the API key



  • Make a note of the API key


3. Configuring Zendesk

  • Navigate to Settings

  • Select Integration

  • Click on ‘Enable Now’ to configure Zendesk



  • Fill up the details in the corresponding fields

  • Click on ‘Enable’



4. How to find Domain Name?

  • Login to your Zendesk account (as you already have)


  • Copy the Domain Name and paste it on Zendesk configuration


5. Get Zendesk API Key

  • Go to your Zendesk account

  • Click on ‘Admin’

  • Select an API - It will show two fields: Token Access and Password Access

  • ‘Enable’ Token Access and ‘Disable’ Password Access

  • Click on ‘Add Token



  • Once you click on ‘Add New Token’, ‘Enter a label for this API Token’ will display

  • Give a token name

  • Click on ‘Create’

 


  • Once the token is created, you will get an API key

  • Click on ‘Save’



  • Copy and paste the API key




6. Get an Email ID

  • Go to ‘Admin Profile’ to get a primary email



  • The SuperReceptionist number will be your virtual number

  • Select the SuperReceptionist number from the drop down menu

  • Click on ‘Enable’



  • Click on ‘Configure’ button which will appear in place of ‘Enable Now’ below Zendesk


 


  • Now you can access Zendesk


7. Create a ticket

  • Login to your Zendesk account

  • Click on ‘Views’ to display the sample ticket



  • When customers call on your SuperReceptionist number, a ticket will be generated



Important: Click on ‘Missed Call’ to view call details and a ticket will be generated to the customer’s number. If you get a miss call or bridge call from the same number, the ticket will be updated.


8. Zendesk Integration

  • Go to the profile page




  • Add your agent’s number in ‘Contact Number’ field

  • Click on ‘Add contact’

  • Select on ‘Phone’


.


  • Enter your agent’s number and click ‘Enter’

  • The agent’s number will be added to Zendesk contact




9. Install Application

  • Go to ‘Settings’

  • Select ‘Marketplace’



  • Select SuperReceptionist Application



  • Enter all SuperReceptionist details

  • Click on ‘Install’





  • You will get a plugin window

10. How to use the App?


  • Now you’re ready to make outbound calls and receive incoming calls. To make use of Click-to-Call, enter customer’s number and click on ‘Call’ button.


 

  • First the agent will receive a call, post which the customer will


  • If the customer answers the call, the agent can generate a new ticket by clicking on ‘New Tickets’ button

  • After the call ends, the new ticket generated will display


  • If the agent makes another call to the same customer, the existing ticket will display on the popup window



  • If the agent clicks on the existing ticket, new details will get updated

  • The agent also can create another new ticket, if required

  • When customers call on your SuperReceptionist numbers, the agent will receive an incoming popup


 

11. System Requirements

  • The following browsers are recommended: Chrome(recommended)and Firefox