The Ringover + Zendesk integration brings calls, messages, contact context, and ticket activity together in Zendesk. In this guide, you’ll learn how to connect Zendesk, configure the integration, and install the Ringover dialler in your Zendesk workspace.

How to integrate Ringover with Zendesk

1. Activate the Zendesk integration

Connect Zendesk from the Ringover Dashboard.

1. Go to Dashboard > Store > Integrations.
2. Search for Zendesk.
3. Click Activate.
4. Enter your Zendesk login credentials.

2. Configure the Zendesk integration

Choose which Ringover activities, contacts, and ticket details are shared with Zendesk.

1. Return to Dashboard > Store > Integrations.
2. Open the active Zendesk integration.
3. Configure the settings described below.

1. Call types: Select the call directions and outcomes that Ringover logs in Zendesk.
2. Include recordings in call logs: Choose which recording files are added to call logs.
3. Phone numbers: Select the Ringover numbers whose call activity is included in the integration.
4. SMS messaging numbers: Select the Ringover numbers whose SMS activity is included in the integration.
5. Link users with an account: Match Ringover users with their Zendesk accounts.
6. Create tickets for missed calls: Configure rules that create Zendesk tickets for missed calls.
7. Assign missed IVR calls to: Choose the user assigned to missed IVR calls.
8. Log internal calls: Include calls between Ringover users in Zendesk.
9. Include Empower summaries and transcripts in call logs: Add an Empower summary and a link to the full transcript to the CRM activity. At least one Empower licence is required.
10. Include scenario name in call logs (for incoming IVR calls): Add the IVR scenario name to incoming IVR call logs.
11. Logs display language: Choose the language used in Ringover logs created in Zendesk.
12. SMS message ticket tag: Set the tag added to tickets created from SMS logs.
13. Call: ticket tag: Set the tag added to tickets created from call logs.
14. IVR callback ticket tag: Set the tag added to tickets created from IVR callback logs.

15. Talk Partner Edition: Activate the Zendesk Talk Partner Edition features used by the integration.
16. Add agent as a follower and send email updates: Add the Ringover agent as a ticket follower and enable email updates for that agent.
17. Use tags to update tags on ticket: Use Ringover tags to update the tags on the related Zendesk ticket.
18. Log WhatsApp messages: Include WhatsApp messages in Zendesk.
19. Create contact for calls: Choose whether Ringover creates a Zendesk contact for calls. Contacts created by Ringover are labelled New Ringover contact until you rename them.
20. Create contact for SMS messages: Choose whether Ringover creates a Zendesk contact for SMS messages. Contacts created by Ringover are labelled New Ringover contact until you rename them.
21. Create contact for WhatsApp messages: Choose whether Ringover creates a Zendesk contact for WhatsApp messages.
22. Sync contacts (v4): Make Zendesk contacts available in Ringover.
23. Sync contacts on a call-by-call basis: Control whether contact synchronisation runs for individual calls.
24. Display contact's info during call and only store their info if call-by-call basis is activated: Show the contact’s details during a call and store them only when call-by-call synchronisation is active.
25. Tickets: Choose which call and message types create tickets, then assign their Zendesk status.
26. Sync agent status: Control whether agent status is synchronised.
27. Mapped fields: Select the Zendesk fields shown in the Info section of the Ringover dialler.

For more configuration guidance, see How to configure your tool.

3. Install the Ringover dialler in Zendesk

This optional step adds the Ringover dialler directly to the Zendesk interface.

1. Open the Ringover app in the Zendesk Marketplace.
2. Install the app with a Zendesk administrator account.
3. Sign in to the dialler with your Ringover account.

Once installed, the dialler lets you make and receive calls, send and receive SMS messages, and access contact information without leaving Zendesk. If Ringover and Zendesk use the same email addresses, the app is automatically available to the other users in your team.

4. Use Ringover activity in Zendesk

After activation, the integration can make Ringover activity available in Zendesk according to your configuration.

• Calls, SMS messages, and WhatsApp messages can appear as tickets with supported notes, tags, recordings, and transcriptions.
• Zendesk contacts can be synchronised with the Ringover address book.
• Contact context and mapped Zendesk fields can be displayed in the Ringover dialler.

🎉 Ringover and Zendesk are now connected, so your team can manage supported communication activity and customer context from Zendesk.