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Add-on Zendesk for Contact Center

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Install the Contact Center app to enhance your support capabilities. After installation, configure settings like workspace and region using your existing Contact Center instance URL. You can also set role and group restrictions to control access. Once set up, the app will appear in the top right corner of your instance, ready to streamline your customer interactions.

The Zendesk for Contact Center app is the interface your agents use to make, receive, and manage Contact Center calls and chats. In this article, you'll learn how to install and configure the app.

This article contains the following topics:

  • Installing the Contact Center app
  • Configuring the Contact Center app

Installing the Contact Center app

You install the Contact Center app from the Zendesk Marketplace.

To install the Contact Center app

  1. In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.
  2. Click Marketplace.

  3. In the Zendesk Marketplace, search for and install the Zendesk for Contact Center app.

  4. In Admin Center, click Apps and integrations in the sidebar, then select Apps > Zendesk Support apps.
  5. Click the Contact Center app you just installed.

  6. Update the following settings using your existing Contact Center instance URL:
    • Title: Typically, use the suggested name.
    • Contact Center workspace: Once you've set up your Contact Center environment, you can retrieve the workspace value from the URL of your standalone Contact Center environment.
    • Zendesk for Contact Center region: Once you have your Contact Center environment set up, you can retrieve this region value from the URL of your Contact Center environment.
    • Enable role restrictions: Restrict Contact Center access to specific roles.
    • Enable group restrictions: With this optional setting you can limit specific groups to have access to the Contact Center app.

  7. Click Update.

The Contact Center app icon is now displayed in the top right corner of your Zendesk instance.

Configuring the Contact Center app

Now that you've installed the Contact Center app, you can configure its settings.

To configure the Contact Center app

  1. In Admin Center, click Apps and integrations in the sidebar, then select APIs > API tokens.
  2. Click Add API token.

  3. On the Add API token page, enter a descriptive name for the token, for example, "Connect Contact Center to Zendesk".
  4. Click Save.

    Copy the token string and keep it handy for the next steps.

  5. In Contact Center, click the settings icon (), then click Admin settings.

  6. Click the Zendesk settings icon (). You'll see helpful information about getting your Contact Center app connection to your Zendesk account.
  7. Expand the Your Zendesk account panel, then click Edit.

  8. In the API key field, paste the API key you copied previously.
  9. In the Zendesk user email field, enter your Zendesk admin email address.
  10. Click Connect account.

    You'll see a page that helps you set up your creation rules for Zendesk tickets, as well as how transcripts and recordings will be handled. If you're not sure what to enter, you can configure these items later.

  11. Click Complete.

    The Contact Center app and your Zendesk account are now linked.

  12. In your Zendesk environment, perform a hard refresh of your browser.
  13. Click the phone icon () to open the Contact Center app.

  14. Click Continue.
  15. Sign in using the authentication process set up for your account.
  16. Perform a test call by setting up a new number in the Connect dashboard, linking it to a new or preconfigured contact flow, and confirming whether the call reaches your agent in Zendesk through the app.
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