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- How to integrate the Zendesk telephony system with Gong
- How to connect to Zendesk with the goal of creating support tickets from call transcripts
How to integrate the Zendesk telephony system with Gong
- In Zendesk Support, click Manage, and then select API in the Channels category.
- Click the OAuth Clients tab on the Channels/API page, and then click the plus icon (+) located on the right side of the client list.
- Complete the following mandatory fields to create a client:
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Unique Identifier: This field is auto-populated with a reformatted version of the name you entered for your app. You can change it if you want. Ideally the name should have no spaces in between the words.
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Redirect URLs: Enter https://app.gong.io/dialers/auth/callback
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Unique Identifier: This field is auto-populated with a reformatted version of the name you entered for your app. You can change it if you want. Ideally the name should have no spaces in between the words.
- Click Save. After the page refreshes, a new pre-populated Secret field appears on the lower side.
- Copy the secret value to your clipboard and save it somewhere safe.
- Click Save.
Connect Gong to Zendesk
- In the Gong Settings page, click Telephony systems.
- Click + Add telephony system.
- Select Zendesk.
- Enter the following info:
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Client ID: Unique Identifier from Zendesk
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Client secret: Secret from Zendesk
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Subdomain: Subdomain of your URL (when you are in Zendesk). For example, if your URL to login is "https://somename.zendesk.com/", then your subdomain is "somename"
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Client ID: Unique Identifier from Zendesk
- Click CONNECT
Send a support ticket to your support team
- In the call page, click TRANSCRIPT.
- Highlight the text snippet containing the issue at hand.
- In the pop-up menu that appears, click the share icon and open a support ticket.
- Add your take on the issue, and click Open.
Get connected
You must be an admin in both Gong and Zendesk to complete the setup.
- In Zendesk, obtain a Zendesk API token by following these instructions:
https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token- - From this page, click Install.
- Enter your Zendesk instance name, the token, including the "/token" suffix, and the email address of the person who got the token.
- Test the connection works.
- Click UPDATE.