ZENDESK INTEGRATION
Versature has created a new integration for our users who use Zendesk, a customer support platform. The integration is designed to be intuitive for frictionless adoption.
Downloading the Integration
Go to the Versature app within Zendesk Marketplace and click Install. If you have more than one account, select the account and click Install again.
Once the integration has been downloaded, users can automatically see an icon in the top right corner of their Zendesk page.
Simply click on the icon, log in, and get started!
SIGNING IN AND OUT
All Versature apps and integrations use the same login name and password. Your login name is your extensionnumber@yourdomain.com, and your password is the same as SONAR. If you need to change your password, you can follow the Account Security section of the Profile Overview article.
Once logged into Zendesk, a notification will pop-up to remind when you are signed out of the queue, and will not receive messages from the app when you get incoming calls.
You can tell if you are signed in or out of the queue by the app icon.
To sign out of the app, click the gear icon in the top right side and then Log Out Current User.
VIEW YOUR CALL HISTORY
Once you have logged in, you will see your call history broken down into three sections; "In" for inbound calls, "Out" for outbound calls, and "Missed" for missed calls.
CALL A NUMBER THROUGH THE APP
You can dial-out by entering a number and clicking the Dial button, or by clicking a number listed in your call history. Clicking a number listed will automatically dial it out.
ANSWERING CALLS THROUGH THE APP
When you receive an incoming call, a pop-up with two displays will appear.
1. Incoming call from an existing user.
2. Incoming call from a new user.
Simultaneous ring MUST be OFF to accept incoming calls!
You can find the simultaneous ring option in your SONAR portal under the Answering Rules tab.
Simultaneous ring – you can configure multiple devices to ring at the same time; however, if you enable the simultaneous ring with the Zendesk integration the app will not attempt to trigger a device to answer.
OPEN EXISTING TICKET WITH KNOWN USER
When a known user calls, any existing tickets they currently have will appear; you can click on this button to open the ticket within your Zendesk directly. The ticket color will correspond with the ticket status; red: open, blue: pending, yellow: new ticket.
ADD AN UNKNOWN NUMBER AS A NEW USER
While you're signed in and set as available, the app always notifies you when you have an incoming call. If you receive a call from a number that is not currently associated with a ticket and/or user, you will be prompted to add them as a user to your Zendesk.
1. Enter the new user's name and email.
2. Click the Add User button.
Note
If you click Add User for a user that already exists, the app will inform you and redirect you to the corresponding user.
TOGGLE YOUR QUEUE STATUS
The app allows you to set a status that is connected to your SONAR and will correspondingly coordinate with your queue availability.
To change your status from available to unavailable:
1. Click the gear icon in the top right corner.
2. Click the word "available" or "unavailable" to toggle between the two.
To change your status to Lunch, Break, Meeting, or Other:
1. Click the gear icon in the top right corner.
2. Click the down arrow next to your current status.
3. Choose and click the new status you want.
Note
To set your status to available from an alternative-unavailable status, click the name of the status, not the down arrow.
Confirming your changed status
Click the gear icon to see if your status has been changed successfully.
