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BT Cloud Work for Zendesk
BT Cloud Work for Zendesk
by RingCentral Integration Team

Deliver more memorable customer experiences and increase productivity by integrating your cloud communications with Zendesk.

PRODUCTS

Zendesk app integration for BT Cloud Work

New!

With the new message hub feature users can:

  1. Access all BT Cloud Phone text messages, voicemails, and faxes from one place.
  2. Receive, play, and download voicemails
  3. Receive and download fax
  4. Send bulk text messages to up to 50 people and manage SMS conversations with 1:1 threads

Integrate seamlessly with BT Cloud Phone for Zendesk and see your helpdesk productivity increase. With BT Cloud Phone for Zendesk running in your Zendesk account, you can use any BT Cloud Phone device to make and take calls. You can make calls from Zendesk just by clicking on the phone number displayed on-screen. Incoming calls automatically bring up matching client records and create new Zendesk cases.

Detailed Description:

  1. Make or receive calls through your BT Cloud Phone system, directly from your account within Zendesk.
  2. Click to dial phone numbers in any Zendesk client record to eliminate misdials and speed up response times.
  3. Incoming callers are instantly matched to existing client records and automatically displayed.
  4. Tickets are created automatically when a call arrives, increasing service efficiency.
  5. Work anytime through your favorite browser on Windows® or Mac®.
  6. Use any BT Cloud Phone device: your desk phone, the mobile app, or softphone client.

Requirements

  1. BT Cloud Phone for Zendesk is available for BT Cloud Phone Connect and Collaborate customers.
  2. You must have an activeZendesk.com account.
  3. Requires Windows XP or above, or Mac OS X Mountain Lion or above.
  4. Supported browsers: Chrome 30 and above, Firefox 25 and above, Safari 6.0.5 and above, or Internet Explorer 10 and above.

App Scope and Permissions

When authorized, this app will be granted the following permissions:

PermissionDescription
VoIP CallingRegister VoIP-enabled devices, and make and receive VoIP calls
Read Client InfoView client application provisioning information
WebSocketMake API calls via the WebSocket transport
WebSocket SubscriptionsManage and subscribe to websocket notifications
Read AccountsView user account information, e.g. name, business name, and contact info
Problem Reports ManagementManage Client Problem Reports
Ring OutPerform two-legged ring out phone calls
SMSSend and receive SMS/MMS messages
Internal MessagesSend, and edit intra-company text messages
Read Call LogView user call log records
Edit MessagesView and update message store data, including SMS, fax, voicemail, etc.
Edit PresenceView and modify user presence status
Send Usage InfoSend usage information to enable reporting