Velox integration with ZENDESK allows you to do the following:


  • Zendesk <> Velox Authentication and Linking
  • Creation of Zendesk Support ticket on an inbound or outbound call to the designated Velox DID linked to a Zendesk account.
  • Relevant call detail information and call recordings can be accessed via Zendesk while still being stored, secured and organized in Velox.



To use Velox with ZENDESK:


A. Prepare your CRM / ZENDESK credentials which will be used for Authentication. 


    1. Log in to your Zendesk account.


    2. Go directly to Admin Center if you already have this bookmarked. 

    3. Otherwise, click on the gear icon  on the side bar menu to access Settings.


    4. Then click the Admin Center link on the top of the Settings page. 


    5. In the Admin Center side panel, click on Apps and integrations to open the sub-menu. 

    

    6. Then click on APIs - Zendesk API.

 



   7. On the Settings tab, please make sure both Password and Token access are enabled.



    8. Click on the next tab, OAuth Clients. Then click on the "Add OAuth client." button.  


    9. To add an OAuth client, enter the following information:

  • Client Name: A name you choose to reference your company.  Preferably no spaces.
  • Description: Optional
  • Company: Optional
  • Unique Identifier: You can use the same value used in client name. 
  • Redirect URL: https://v1.myvelox.com/integrations/v1/zd-code
  • Generate a secret code and make sure to keep a copy handy because you can only copy once. If you lose the secret, you simply need to regenerate a new one and repeat the authentication process.





B. Connect and authenticate your Velox and ZENDESK accounts.


    1. Log in to your Velox Dashboard using your Velox Admin credentials.


    2. Click on the System Setup arrow to open the sub-menu. 


    3. Scroll down to CRM and click to open the CRM Setup page. 



        4. On the CRM Setup page, click on the Connect button for Zendesk.



5. On the next window, enter your CRM / Zendesk credentials that your prepared in Step A. 


  • Client ID: This is the client name / unique identifier that you created in Step A. 
  • Client Secret: This is the secret code generated in Step A.
  • Domain Setting: This is your Zendesk account domain without the https, e.g. "d3v-veloxnetworks.zendesk.com/



6. Click on the Continue Connect button.


7. Upon successful connection, you will see this prompt. Click on the "link" if you are not re-directed automatically.



8. The page will refresh back to the CRM page. The Zendesk Connect button will change to Disconnect.


C. Link your Velox and ZENDESK Users


    1. Click on the Users page on your Velox Dashboard. 


    2. Select the User whom you would like to link as a Zendesk user. Click on the Edit button.



    3. On the Edit window, click on the CRM tab.



    4. Click on the CRM dropdown and select the CRM account / ZENDESK User id. 

    5. Click Save to complete the setup.




    6. CONGRATULATIONS! This Velox user is now linked to ZENDESK. 


    7. To test, you may make an outbound or inbound call from this extension and the call should trigger a Zendesk event creating a Support ticket with access to the relevant call recording.