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TELUS Business Connect for Zendesk App
TELUS Business Connect for Zendesk App
by RingCentral

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

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RingCentral for ZenDesk app integration for TELUS Business Connect

New! 

With the new message hub feature users can:

  1. Access all TELUS Business Connect 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

With seamless integration between TELUS Business Connect and Zendesk, you can simply click to dial, eliminating misdials and improving call efficiency. Incoming calls automatically bring up matching customer records or create new Zendesk cases, enabling agents to provide quicker and more personalized responses. Let TELUS Business Connect for Zendesk streamline your help desk workflows, boost agent productivity, and improve the quality of interactions you have with your customers.

Key features:

  1. Make or receive calls through the TELUS Business Connect solution using the TELUS Business Connect unified app, directly from your Zendesk account.
  2. Incoming calls are matched with existing customer records and related details are instantly displayed. 
  3. Multi-calls ticket log gives agents the option to log new inbound calls while on existing calls or continue working on current call.
  4. Complete call history and filtering capabilities.
  5. Integrated presence status across TELUS Business Connect devices.
  6. Always accessible via your preferred browser on Windows® or Mac®.
  7. Use the integration with any TELUS Business Connect endpoint, including a desk phone, mobile, or desktop app. 

Benefits:

  1. Seamless integration with Zendesk

Integrating your TELUS Business Connect solution with everyday applications, such as Zendesk, allows you to automate tedious tasks, make your workflows more efficient, and offer your customers a superior experience.

  1. Streamlined business communications

TELUS Business Connect for Zendesk reduces the need for agents to switch between multiple devices and applications to access business functionalities and accomplish their tasks.

  1. Exceptional customer experiences

Intuitive user interface and optimized actions, such as click to dial and customer information pop-ups, allow agents to deliver a timely, highly customized experience for all calls.

Requirements

  1. TELUS Business Connect for Zendesk integration is available for Premium™ and Ultimate™ customers.
  2. You must have an active Zendesk account.
  3. Zendesk Talk Partner Edition must be enabled within Zendesk.
  4. Requires Windows® XP, 7, 8 and above, or Mac OS X® Mountain Lion and above.
  5. 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