Channels + Zendesk - integration tutorial

What is Channels?

We are a cloud-based business phone system, which facilitates communication with your clients. With our Chrome extension and mobile app, you can connect with your clients easily from any place.

Installation

Step 1

To install the Channels extension find the app in the Zendesk Marketplace and click on the install button. 

Once the installation is complete you will see a Channels icon at the top of your Zendesk page. 

Step 2

When you click on the Channels icon you will be able to login or register. If you don’t have an account you can create one for free with the Sign up button. Follow the steps and fill in the required information like email address, password, and company name. 

After you create your account you will be asked to choose a free number. This number will represent your business. You will be able to answer customer calls with it and your contacts will see it whenever you'll be making a call.

The first phone number is free and it can be chosen from the list of over 60 countries

Step 3

Now that you have created your account go to your Zendesk page and open the Channels app, login, and click on the Install Now button to connect Channels with Zendesk. 

After the installation is complete you will see the success screen.

You can use the Import button to initiate the synchronization of your Zendesk account with Channels. It is the process of downloading your whole contact base. All of your contacts in Zendesk will be added to Channels as new ones. If you don't want to do it right away, you can skip it and do it later with a Resync button.

Now go back to Zendesk and click on Proceed in the extension to start making and receiving calls. 

How does the integration work?

The integration with Zendesk is a two-way type of integration. This means that Channels imports the contacts data from Zendesk and sends back all the registered calls you made via Channels App. 

Whenever a contact is created in Zendesk it will also appear in Channels. Along with its details, such as name, email address, phone number, and company name. These contacts will be updated in real-time, as long as you have an "automatic resynchronization" option enabled.

Making a call through the Channels app will create a new ticket in Zendesk. When you start a call, a ticket will be created with the information regarding who made the call, the number used to make the call, and the called number. If the call has been answered the ticket will be updated after the call ends and the call recording will appear. 

How can I make the call?

Channels allows you to call all of your contacts directly from Zendesk using the Channels app. You can use the Chrome extension or our mobile application. Links to both can be found directly in the manager panel.

Mobile App

You can find the Channels App in both Apple App Store and Google Play Store. After successfully signing in, please give the app all of the necessary permissions to start making calls with Channels wherever you are! 

To initiate a call use our keypad and confirm with a green icon.

You can also dial straight from your own contacts list. Please choose Contacts from the bottom panel and tap on the person to dial. Simple as that!

Chrome Extension

Installing the Chrome extension is really easy. After clicking the install button you will be transferred to the Chrome Web Store. You can add the extension by clicking the “add to chrome” button. After the installation, you will be able to open the widget by pressing the Channels icon on the plugin toolbar.

Once the Channels Chrome extension is installed and linked with your account, you can start using it. It lets you both make and receive calls in one place. There are two ways in which you can initiate calls with this add-on:

• Manually dial number using the keypad 

• Click to call numbers recognized by Channels on websites you visit

To make use of the click to call option, you need to activate it first. Click on the gear icon on the left-hand side to open the settings and go to the ‘Recognize phone numbers’ option.

Uninstalling Channels from Zendesk

You can uninstall the integration at any time if needed. To do so, go to the admin menu on the left side, then navigate to manage on the apps section. Click on the settings icon on the app and uninstall.

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