Integrate PlaceTel with Zendesk

Why?

Ready-to-use phone integrations between Phone systems and Zendesk often don't behave as they should.

Examples

• Tickets get created every time somebody calls, while the Zendesk user wants to have the possibility to decide whether to create a ticket or not.
• When a call gets forwarded from one Agent to another, there shouldn't be a second ticket but the first ticket assigned to the second Agent

That's why we've built a generic phone app which is installed inside Zendesk and a middleware which gets called by the phone system. 

How to set up

Setup Zendesk

• Install the Leafworks phone integration App inside your Zendesk
• Configure Phone Integration within Zendesk with the right credentials to connect to HelpdeskApi.com Middleware

Activate Notify API in Placetel

• Go to https://web.placetel.de/settings/external_api and log in with your Placetel account
• Activate the Call Control-/Notify-API
• Specify the API endpoint URL you get from Leafworks