Zendesk Talk integration

Plans and permissions:

• Connect the Zendesk Talk integration: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
• Set up queues for Zendesk Talk calls: Admin role, or a custom role with Queue configuration set to Can configure queues
• Map Zendesk Talk agent states: Admin role
• To map agent states, a custom role needs the Admin base role.

Use the Zendesk Talk integration to bring your Zendesk phone calls and your team’s call states into Assembled, so you can forecast, staff, and track adherence for phone. Zendesk Talk uses your Zendesk Support connection, so connect Zendesk Support first. For more about Zendesk Talk itself, see Zendesk’s Getting started with Zendesk Talk.

To connect it, go to Configure > Third-party integrations.

How the Zendesk Talk integration works

• Zendesk Talk uses the Zendesk account that connected Zendesk Support. If that account loses access, both integrations stop syncing.
• Calls come into the Phone channel.
• By default, Zendesk Talk calls are combined with their Zendesk Support phone tickets, so abandoned calls aren’t reported.
• Because calls are combined with tickets, a queue with rules for both the Zendesk and Zendesk Talk platforms uses the Zendesk rule, and ignores the Zendesk Talk rule.
• To keep Zendesk Talk calls separate from Zendesk Support tickets, which also brings in abandoned calls, contact our team.
• Agent states come from Zendesk Talk’s agents activity data: Online, Away, Transfers only, Offline, On call, and Wrap up.

Prepare Zendesk Talk

Before you connect, check with your Zendesk admin:

• Channel: calls need the voice value in Zendesk’s channel field.
• Fields for queues: if you’ll split calls into several queues in Assembled, make sure each call has the field you’ll split on: Phone Number, Direction, Call Group Id, or IVR Destination Group Name.

Connect Zendesk Talk

1. Go to Configure > Third-party integrations and select Available.
2. On the Zendesk Talk card, select Configure integration. If the button reads Requires Zendesk authorization, connect Zendesk Support first.

The Zendesk Talk card moves to In use with a Connected tag. It lists a row for each sync, such as Tickets sync and Agent states sync.

Check that your Zendesk Talk data is coming in

1. On Configure > Third-party integrations, check that each row on the Zendesk Talk card is green. If a row is red, hover over it to see the error. A 401 or 403 error usually means the Zendesk account that connected Zendesk Support lost access: reconnect it with a Zendesk admin account.
2. Go to Monitor > Real-time agent analysis. The Source column shows each team member’s platform. To see only team members on Zendesk Talk, select Add filter and choose Source. Check that their states match Zendesk Talk.
3. Go to Schedule > Staffing timeline, choose Phone in Channels, and select Contacts above the chart. Actual contacts should follow your Zendesk Talk call volume.

If states or volume are missing, or don’t match Zendesk Talk, see Missing or incomplete integration data.

Add people from Zendesk Talk

Add your phone team the same way as for Zendesk Support: on Manage team > People management, select Add people, then Import from Zendesk, Add manually, or Import from CSV file. You can also add people through the API. See Add people from Zendesk for how Zendesk roles map to Assembled roles.

Set up queues for Zendesk Talk calls

Go to Configure > Queues and exclusions and add queues with rules for the Zendesk Talk platform. For the steps, see Queues and exclusions.

Zendesk Talk queue rules can use Phone Number, Direction, Call Group Id, and IVR Destination Group Name.

Calls with no channel aren’t brought into Assembled.

Map Zendesk Talk agent states

1. Go to Configure > Agent states.
2. On the Mappings tab, use the Platform filter to choose Zendesk Talk.
3. Select Edit agent state mappings and match each state to your events.

For more, see Agent state mappings. If a team member’s state in Assembled doesn’t match Zendesk Talk, see Missing or incomplete integration data.

How Zendesk Talk data maps to Assembled