Notes:

  • Who Can Integrate: Any CallHippo user with admin access.
  • Permissions/Rights Needed: Admin permissions on both CallHippo and Zendesk accounts.
  • Time to Sync Data: Contact sync happens immediately upon integration. Extensions and triggers need to be set up to sync new data.
  • Pre-requisites: Ensure you have an active Zendesk account and your subdomain.


Modules Included in the Integration

  • Views
  • Customers


Activity Passed on Integration

  • Contacts Syncing: Contacts from Zendesk (end users) will sync with CallHippo.
  • Call Activity: Incoming/outgoing calls made to any Zendesk contact will create a ticket in Zendesk with call log activity.
  • SMS Activity: SMS sent/received from Zendesk contacts will log as activity in a Zendesk ticket.


Things you will need at the time of integration

  • Callhippo UserID: To get this go to Users > Owner/Admin user > from the URL copy and note down the highlighted portion.



  • Zendesk Subdomain: To get this login to Zendesk and from the URL copy and note down the highlighted portion. 




Steps to Complete on the CallHippo Side for Integration


Step 1: Access your CallHippo account.



   

Step 2: Navigate to the "Integrations" section in the sidebar.




Step 3: Integrate Zendesk, Click on the "Connect" button in the Zendesk integration.




Step 4: Enter your Zendesk subdomain (e.g. for "https://abc4415.zendesk.com/", the subdomain is "abc4415") and click on "Connect Now".



Step 5: You will be redirected to your Zendesk login page (if not already logged in). 



Step 6: After signing in, you will be redirected back to CallHippo, where you will see a message indicating that your integration is successful.





Post-Integration Steps to Complete on the Zendesk Platform


Set Up Webhook and Triggers in Zendesk: Extensions and triggers are needed to sync new contacts and to create tickets in Zendesk for each call or SMS.


1. Creating Webhook in Zendesk


Log in to Zendesk and go to Settings.




Click on Go to Admin Center. 




Navigate to Apps and Integrations > Webhooks > Create Webhook.




Choose Trigger Automation and click on Next.




Fill out the following details







You can Test webhook to Understand if your webhook is working before creating it (If needed).




Click on Create Webhook. And your webhook will get created.




2. Creating Triggers in Zendesk


Go to Objects and Rules > Triggers > Create Trigger.




Fill out the following details:

  • Trigger Name: Add Ticket Trigger (or any name of your choice)
  • In categories Add a new category and name it.




In Conditions Add new Condition: Select Ticket > Ticket > Is > Created




In the Actions section, Select action type "Notify By > Active Webhooks" and in the next dropdown select whatever name you gave to the Webhook.


In the Json Body Enter `{"ticketId":"{{ticket.id}}"}`.


Click on Save.




3. Create Update Ticket Trigger


Go to Objects and Rules > Triggers > Create Trigger.




Fill out the following details:

  • Trigger Name: Update Ticket Trigger (or any name of your choice)
  • In categories select the previously added category.




In Conditions Add new Condition: Select Ticket > Ticket > Is > Created




In the Actions section: Select action type "Notify By > Active Webhooks" and in the next dropdown select whatever name you gave to the Webhook.


In the Json Body Enter `{"ticketId":"{{ticket.id}}"}`


Click on Save.



Features of Zendesk integration:

             


  • Your all existing contacts (end user with the phone number) will be synced with CallHippo.
  • Whenever you update or add a new contact it will automatically sync to CallHippo only if you create a new ticket in Zendesk for that contact.
  • When a call is made with the CallHippo dialer. there will be a ticket created in Zendesk with call log activity.


After Call Work activity is reflected in Zendesk


If you have a plan with CallHippo's Call tags and disposition service and the same has been enabled, then the activity being pushed in Zoho CRM contains the tags and disposition data being added after the Call in the ACW screen. 

Note: This syncs only when the same has been performed on the After Call Work screen, In case if tags and disposition have been added later on using the Call logs or other feeds then the same won't sync in the Zoho CRM. 


  • Whenever an SMS is sent with the CallHippo dialer. there will be a ticket created in Zendesk with SMS log activity.



Use case of creating call ticket

  • Incoming/Outgoing calls made to any existing Zendesk contact (requester) -> A new ticket will be created associated with the existing contact.
  • A contact saved in CallHippo -> make an outgoing or incoming call to that contact -> A ticket will be created and a new requester added with CallHippo data, i.e. name, email and phone number.
  • Incoming call from an unknown number -> A ticket will be created and a new requester will be added with the caller’s phone number.
  • An incoming call went to voicemail -> A voice ticket will be created in Zendesk.


Enable Click-to-Call


  • Install the CallHippo Click-to-Call Chrome extension from here. Once installed, click-to-call functionality will be available directly from Zendesk.
  • To know about what is click-to-call functionality kindly refer to the FAQ.


Limitations

  • Multiple Numbers: If a Zendesk contact has multiple phone numbers, only the first number will sync due to Zendesk API limitations.
  • Trigger: Dependent Syncing: Contacts only sync when a new ticket is created or an existing ticket is updated.
  • Deletion: Deleting a contact in Zendesk does not automatically delete it from CallHippo.


NOTE: Outgoing calls are fully integrated with Zendesk. While incoming calls are functional, a few advanced features may be limited.