# Integrate Cloud Voice with Zendesk

Linking Cloud Voice to Zendesk lets your support agents handle calls directly from their help desk. This page walks you through the one-time setup: collecting connection details from Cloud Voice, creating an OAuth application in Zendesk, authorizing the two systems to talk to each other, and mapping Zendesk users to their Cloud Voice extensions.

## Requirements

Before you start, confirm that both sides meet the following.

**Zendesk**: you need one of the following plans:

- Zendesk Suite: Suite Team, Suite Growth, Suite Professional, or Suite Enterprise.
- Zendesk Support (standalone): Support Team, Support Professional, or Support Enterprise.

**Cloud Voice:**

- Plan: Enterprise Plan (EP) or Ultimate Plan (UP).
- Firmware: version 84.9.0.18 or later.

## Before you begin

Make sure the Zendesk account you use for this setup has administrator privileges in Zendesk Support. You will need admin access to create the OAuth client.

## Step 1: Get the connection details from Cloud Voice

Cloud Voice generates a redirect URI (the web address Zendesk sends the browser back to after a user approves access) that Zendesk needs when you register the application.

1. Sign in to the Cloud Voice web portal and open **Integrations > Helpdesk**.
2. Select **Zendesk**.

   ![Helpdesk integrations list with the Zendesk option](/images/pbx/enter-zendesk.png)

3. In the **Network** section, use the copy icon to capture the redirect URI. Keep it handy, you will paste it into Zendesk in the next step.

   ![Zendesk authentication panel showing the redirect URI field](/images/pbx/zendesk-authentication-info-pae-pse.png)

## Step 2: Register an application in Zendesk

Create an OAuth (Open Authorization) client in Zendesk so it can trust requests coming from Cloud Voice. OAuth lets the two systems share access without ever exchanging a password.

1. Sign in to [your Zendesk account](https://www.zendesk.com/login/#login).
2. In the top-right corner, open the products menu and choose **Admin Center**.

   ![Zendesk products menu with Admin Center highlighted](/images/pbx/go-to-admin-center.png)

3. In the left navigation, go to **Apps and integrations > APIs > OAuth clients**.

   ![Admin Center navigation path to OAuth clients](/images/pbx/enter-zendesk-api.png)

4. Add a new client:

   1. At the top-right of the **OAuth clients** page, click **Add OAuth client**.

      
      ![Cloud Voice, OAuth clients page with the Add OAuth client button](/images/pbx/add-oauth-client.png)

   2. Fill in the configuration:

      
      ![Cloud Voice, new OAuth client configuration form](/images/pbx/zendesk-add-a-client.png)

      - **Name**: A recognizable name for the application.
      - **Description**: A short summary of what the client is for.
      - **Company**: The company name. Zendesk fills this in automatically with your organization's name.
      - **Logo**: Optional. Upload a logo if you want one.
      - **Identifier**: Auto-generated from the name you entered. Note down this unique identifier, you will need it in Step 3.
      - **Client kind**: Select **Confidential**. This tells Zendesk the integration keeps its secret on a secure server rather than in a browser or mobile app, which is what Cloud Voice needs.
      - **Redirect URLs**: Paste the redirect URI you copied from Cloud Voice in Step 1.

      :::caution
      The redirect URL must match the redirect URI from Cloud Voice exactly, including the `https://` prefix and any trailing characters. If the two do not match, the authorization in Step 3 fails.
      :::

   3. Click **Save**. Zendesk generates a **Secret** at the bottom of the page.

      ![OAuth client page showing the generated secret](/images/pbx/zendesk-application-secret.png)

   4. Click **Copy** and store the secret somewhere safe.

      :::caution
      The secret is shown only once. Copy and save it before you leave the page. If you lose it, you will have to generate a new one.
      :::

## Step 3: Authorize the connection from Cloud Voice

Now hand the Zendesk credentials back to Cloud Voice and approve the connection.

1. In the Cloud Voice web portal, go to **Integrations > Helpdesk**.
2. Next to **Zendesk**, click **Integrate**.
3. In the **Authorization** section, complete the fields:

   ![Cloud Voice Zendesk authorization form](/images/pbx/zendesk-authorization.png)

   - **Unique Identifier**: Paste the identifier from your Zendesk OAuth client.
   - **Secret**: Paste the secret from your Zendesk OAuth client.
   - **Your Zendesk Address Subdomain**: Enter your Zendesk subdomain.

     :::tip
     Your subdomain is the first part of your Zendesk account URL: `https://{subdomain}.zendesk.com`.
     :::

     ![Browser address bar highlighting the Zendesk subdomain](/images/pbx/zendesk-subdomain.png)

4. Click **Save**. A new browser tab opens asking you to grant the application access to your Zendesk data.

   
   ![Cloud Voice, Zendesk consent screen requesting data access](/images/pbx/accept-the-zendesk-integration.png)

5. Click **Allow**. You return to Cloud Voice, where a pop-up reports the result of the authorization.

   ![Pop-up confirming the Zendesk authorization succeeded](/images/pbx/zendesk-authentication-succeed.png)

6. Click **OK**. The **Status** field now reads **Connected**, confirming that Cloud Voice is linked to Zendesk.

   ![Integration page showing a Connected status](/images/pbx/zendesk-connected.png)

## Step 4: Link Zendesk users to Cloud Voice extensions

Mapping each Zendesk user to an extension is what lets agents make and take calls from Zendesk.

1. On the Zendesk integration page, click the refresh icon beside **Zendesk User** to pull in the current list of Zendesk users.

   ![Zendesk user list with the refresh control](/images/pbx/refresh-zendesk-user-list.png)

2. Associate the users with extensions using one of these methods.

   **Automatic association**: use this when a user's Zendesk account and Cloud Voice extension share the same email address. Cloud Voice matches them for you.

   ![Automatic association option for Zendesk users](/images/pbx/zendesk-account-associate-automatically.png)

   1. Click **Associate Automatically**.
   2. In the pop-up, click **OK**.
   3. Click **Save**.

   **Manual association**: use this when a user's Zendesk email differs from the email on their extension, so you match them by hand.

   
   ![Cloud Voice, manual association of a Zendesk user to an extension](/images/pbx/associate-manually-hp-1.png)

   1. In the **Extension / Extension Group** field next to the Zendesk user, click the edit icon.
   2. In the pop-up, select the extension(s) for that user.
   3. Click **Confirm**.
   4. Click **Save**.

## Result

- Cloud Voice and Zendesk are now integrated.
- Associated Zendesk users can place and receive calls using their Cloud Voice extensions.

## What's next

- [Set up Contact Synchronization from Zendesk](/pbx/integrations/zendesk/set-up-contact-synchronization-from-zendesk/)
- [Set up Contact Creation for Zendesk](/pbx/integrations/zendesk/set-up-automatic-contact-creation-for-zendesk/)
- [Set up Automatic Ticket Creation for Zendesk](/pbx/integrations/zendesk/set-up-automatic-ticket-creation-for-zendesk/)
- [Set up Call Popup](/pbx/integrations/zendesk/set-up-call-popup-for-inbound-calls/)
- [Use Zendesk Integration](/pbx/integrations/zendesk/use-zendesk-integration/)