Zendesk Talk is a telephony platform that is mainly used for phone calls. More information about Zendesk Talk can be found here. In order to connect to Zendesk Talk you will first need to connect to Zendesk support.
This article will walk through how to set up the integration and verify the data Assembled pulls in is correct.
Preparing Zendesk Talk for Assembled
Before you connect your Zendesk Talk instance to Assembled, we recommend working with your team’s Zendesk Talk administrator to prepare your Zendesk Talk data as follows:
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Channel: Assembled’s Zendesk Talk integration requires that all Zendesk Talk tickets be mapped to a specific channel, using the Zendesk Talk channel field. Assembled can ingest Zendesk Talk cases that have one of the following values in the Zendesk Talk channel field:
voice -
Ticket fields : Assembled can create queues based on one of the following ticket fields. If you plan to separate your Zendesk Talk data into multiple queues within Assembled, you should ensure that each Zendesk Talk case has one of the following fields:
- Phone number
- Direction
- Call group ID
- IVR destination group name
Connecting to Zendesk Talk
Assembled connects to Zendesk Talk via OAuth 2.0 which allows Assembled to make API requests I on behalf of your account. As a result, this will cause an overall increase in your API usage.
To connect your Zendesk Talk instance to your Assembled instance, you will need a Zendesk Talk admin to navigate to Assembled's Configure > Third-party integrations > Available and click Configure integration on the Zendesk Talk card.
IMPORTANT: any changes to the Zendesk Talk admin's account that affect the permissions- such as the account being deleted- will break the integration in Assembled.
If the admin who enabled the integration is leaving, a new Zendesk Talk admin will need to disable and then re-enable the integration to use their permissions and prevent a loss of data.
If you have successfully connected to Zendesk Talk, you will see a Synced, Sync in progress, or Connected field on the Zendesk Talk-specific card in Assembled’s Configure > Third-party integrations page.
If you run into any issues during this step, please reach out to our Support team.
Verifying the connection
There are two places in Assembled for you to verify if the Zendesk Talk integration has been correctly added: the Real-time agent analysis page (Monitor > Real-time agent analysis) and the Staffing timeline.
Assembled will map Zendesk Talk channels to Assembled channels as follows:
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The Monitor > Real-time agent analysis page will display agent states and current adherence. Use this dashboard to make sure agent states from Zendesk Talk are being synced to Assembled correctly. The Source column shows each agent's platform, and sorting by Source groups agents by platform.
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The Staffing timeline (Schedule > Staffing timeline) displays the contacts of Zendesk Talk. Select Phone in the Channels filter, then the Contacts tab above the graph to see a line graph displaying how many tickets over time. This graph will show if the sync for tickets is working.
If either of these display zero or unexpected numbers that do not match your Zendesk Talk case volume, please reach out to our Support team.
Adding agents from Zendesk Talk
To add agents into Assembled you can follow the steps in our people page guide. Agents can be added manually or in bulk via Add from Zendesk,CSV upload, or through the API.
In addition, please note that Assembled will map Zendesk Talk’s users with the following permission levels:
| Zendesk Talk | Assembled |
|---|---|
| admin | Admin |
| agents | Standard |
Setting up Assembled queues for Zendesk Talk
To set up your Assembled queues for your new Zendesk Talk integration, we recommend following the steps in our queue configuration guide.
In addition, please note the following Zendesk Talk specific details:
| Zendesk Talk | Assembled |
|---|---|
| voice | phone |
- Any cases for which the channel field is blank will be automatically excluded from Assembled.
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Within Assembled, you can create queues based on the following Zendesk Talk attributes:
Setting up Assembled agent states for Zendesk Talk
We use the list agent activity endpoint to collect information about agent states. This endpoint will pull in the following states : Away, On call, Offline, Transfers only, Wrap up Online.
To set up your Assembled agent states for your new Zendesk Talk integration, we recommend following the steps in our agent states setup guide. On Configure > Agent states (Mappings tab), use the Platform filter and pick Zendesk Talk to see only its states; mappings are changed with Edit agent state mappings.
Note: if an agent is in a different state in Zendesk Talk from what you’re seeing in Assembled, please reach out to Support.
Understanding how Zendesk Talk data maps to data attributes in Assembled
Ticket data (Phone)
| Zendesk Talk | Assembled |
|---|---|
| created_at + time_to_answer | first_responded_at |
| wait_time (SLA) | first_response_duration |
FAQs
- Q: What should I do if I see a sync invalid from the Zendesk integration in Configure > Third-party integrations ?
- A: This could mean a few things so we recommend hovering over the message :
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If you see any 400 errors those usually are permissions-related.This sometimes happens when the person who originally authorized does not have proper permissions, the person who originally authorized leaves the company, or if someone changed the permissions settings. In order to continue to have data flowing into Assembled and receive accurate reporting, you will need someone with admin permissions to reauthorize the sync.
- If you see a generic error please reach out to our Support Team and we can help diagnose the root cause.
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- A: This could mean a few things so we recommend hovering over the message :
- Q: Why are my phone volume numbers not matching what I’d expect ?
- A: By default we merge Zendesk talk and Zendesk email tickets. This means we do not report on abandoned calls. If you would like to discuss disconnecting Zendesk Talk calls from Zendesk Support, which will also pull in abandoned calls, please reach out to our support team.
- Q: Why are some of my phone tickets not following my Zendesk Talk queue rules ?
- A: By default we merge Zendesk talk and Zendesk email tickets. This means that if you have a queue that has rules for both Zendesk Talk and Zendesk email, we will ignore the Zendesk Talk rule in favor of the Zendesk email rule.