This article provides an overview for end-users of how to use Intermedia Unite for Zendesk

Getting Started With Intermedia Unite For Zendesk

Once Zendesk integration for Intermedia Unite is configured by your administrator, you will see Intermedia Unite button in the upper right corner of Zendesk home page.1

Click on the icon. You will be asked to log in with your Intermedia Unite credentials. If you experience any issues during this process, please contact your company administrator to ensure you have the correct login credentials.

Selecting Default Calling Device

  1. At first login you will be asked to select a default calling device that will be used to place and receive calls in Zendesk. Select the device and click Save.2
  2. If you need to change default calling device, click on a gear icon to access Settings. 3
  3. Select the device from the list and click Save. 4

Making Calls

Option 1: Click-to-Call

Click-to-Call allows you to make calls to your contact by just opening existing ticket in Zendesk. First phone number on the page will be dialed automatically.5

Option 2: Dialpad

  1. Dial the number using dialpad buttons, keyboard or just paste it and click Call button.6
  2. You will receive a notification in the new windowl. Pick up your default calling device and the call will automatically start.7
  3.  When the call is picked up on another end, you will see the call duration and details. To finish the call click End Call button in the plugin window or just hang up on your default calling device.8

Receiving Calls

Incoming call notification will pop up. To answer the call just pick your default calling device.9

If you receive a call from existing Zendesk contact, account name and contact name will be shown. You can click on contact or company name to view the record in Zendesk.

Editing Call Data

The call data can be edited during active call or after it was ended.

Option 1: Existing Ticket

  1. You can find existing ticket for the phone number. During the call or after it is finised chose Open existing and select a ticket from the dropdown menu.10
  2. Intermedia Unite window with the ticket number will be displayed on your screen. 11
  3. You can open and edit the ticket from this menu.12

Option 2: New Ticket

You can create a new ticket from Intermedia Unite and add any information to it. 13

It will be immediately saved in Open status. If the phone number is unknown you can edit the caller's profile. 14

Multiple calls

Multiple calls can be active at the same time.

  1. During active call click on Place new call button.15
  2. New tab will be opened. Dial the number to start new call. Previous call will be automatically placed on hold. 16