Helpdesk Integration Overview

Tying Cloud Voice into your helpdesk brings phone handling directly into the tools your support team already works in, so agents stop switching between a softphone and their ticket queue. Once connected, phone activity and helpdesk records stay in step automatically.

Here is what the integration gives your agents:

• One-click dialing: click a phone number on any ticket or contact to place the call, with no manual keypad entry.
• Automatic call logging: every call is written into the helpdesk as a record, so you do not have to note it by hand.
• Caller identification: the matching contact or ticket pops up before the agent answers, so they know who is calling.
• Contact synchronization: contacts from the helpdesk are pulled into Cloud Voice so numbers resolve to names.
• Automatic ticket creation: a new ticket can be opened for inbound and outbound calls, so no conversation slips through unlogged.

Note

These features are what the connector enables once it is set up. Which of them you turn on is configured per platform in the specific setup guide linked below.

Ready-made helpdesk integrations

Cloud Voice includes prebuilt connectors for several popular helpdesk platforms. Each one is designed to set up quickly without any technical work, and the connectors are updated regularly so the integration keeps pace with new features on the helpdesk side.

Pick your platform to open its setup guide:

• Zendesk
• Zoho Desk

Tip

If your helpdesk is one of the platforms above, use the ready-made connector rather than building your own. It needs no coding, sets up in minutes, and is kept current for you.

Custom helpdesk integration

If the helpdesk you use is not one of the platforms above, you can still connect it, provided it offers a REST API (Representational State Transfer, a standard web interface that lets two systems exchange data over HTTP). In that case you create a custom integration template that maps Cloud Voice to your helpdesk.

Caution

A custom integration is yours to look after, not the vendor’s. It calls for basic coding skills, works only if your helpdesk exposes a REST API, and you are responsible for keeping the template running and up to date as either side changes. If your platform has a ready-made connector, prefer that instead.

For details, see the Custom Helpdesk Integration Overview.