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 goto 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.
What to Do at Callhippo Side to Integrate
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://callhippo25.zendesk.com`, the subdomain is `callhippo25`) 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.
What to Do at Zendesk Side after Integration
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.
1.1. 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
- In Endpoint URL paste the provided link by replacing your UserID: `https://activity.callhippo.com/integration/users/{your_user_id}/zendesk/webhook/addticket`
- Request Method: POST
- Request format: JSON
- Authentication: None
- 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.
1.2. Creating Triggers in Zendesk
1.2.1. Create Add Ticket Trigger
- 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.
1.2.2. 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:
Make outbound call to your customer without leaving Zendesk portal. Install CallHippo telephony app from Zendesk marketplace. https://www.zendesk.com/in/marketplace/apps/support/694788/callhippo/
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.
Whenever a 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 existing contact.
A contact saved in CallHippo -> make 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 unknown number -> A ticket will be created and new requester will be added with caller’s phone number.
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 this 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.