Note: These instructions are for the classic version of Zendesk. If you are using the new version of Zendesk, see these instructions: Setting up Zendesk Voice.
For any questions about integrating Ifbyphone with your Zendesk, feel free to contact Ifbyphone’s Customer Success Team. Below we detail how to view your Ifbyphone voicemails as Zendesk tickets and how to configure your Ifbyphone call distributor widget.
Ifbyphone Call Distributor Widget Instructions
1. First off, add the Ifbyphone widget in Zendesk by navigating to "Settings"=>"Extensions"=>"Add new widget". Select the Ifbyphone widget from the list.
2. In your Zendesk Account, find the External ID for each of your agents. To do so, navigate to "Manage"=>"People", locate an agent, and select the agent you wish to configure. The External ID will be available in the URL as shown below:
Your Zendesk Agent External ID.
3. If you aren’t yet using Ifbyphone, contact Ifbyphone for help opening an account and setting up a call distributor for your support team. If you are already an Ifbyphone customer using our call distributor, within the Ifbyphone portal simply go to “Utilities” and “Schedules.” For each agent’s schedule, select the Zendesk Integration box and enter each agent's Zendesk External ID as shown the in picture below.
Within Ifbyphone’s portal, match each agent schedule to an agent’s Zendesk External ID.
This will automatically login you agent to the Ifbyphone Widget when they login to their Zendesk account.
Voice Mail Integration Instructions
In your Zendesk account, find your “Default reply email address” under “Settings”=>“Channels”=>“Email.” Copy the email address (Note: If you have "Settings -> Customers -> Settings -> Ask users to register" enabled, the tickets will end up in the suspended queue.).
The “Default reply email address” within your Zendesk account.
Next, within your Ifbyphone account under "Voice Mail," set your email address equal to the "Default reply email address" within your Zendesk account and check the box "send email to address below. You may choose to turn on transcription.
Configure your voice mail transcription settings within Ifbyphone.
Make sure your phone number and routing options are correctly configured within your Ifbyphone account, and you'll then begin receiving your Ifbyphone Voice Mails within Zendesk. The voicemail transcriptions tickets will look something like the image below. You'll see the voice mail details in the subject like, a transcription within the body of the ticket, and an option to listen to the audio recording.
A Zendesk ticket containing a transcribed voice mail and link to the audio recording.