This article explains how to integrate the Zendesk telephony system with Gong. If you're looking for info on the general Zendesk integration that enables you to send call snippets to Zendesk and create support tickets - go here.

Create a new integration in Zendesk

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 (+) on the right side of the client list.
Complete the following mandatory fields to create a client:
1. 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.
2. Redirect URLs: Enter https://app.gong.io/dialers/auth/callback
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. The characters may extend past the width of the text box, so make sure you select everything before you copy.
Warning
For security reasons, your secret is displayed fully only once. After clicking Save, you'll only have access to the first nine characters.
Click Save.

Connect Gong to Zendesk

Click Company settings > Data capture > Telephony systems.
Click + Add telephony system.
Select Zendesk.
Enter the following info:
1. Client ID: Unique Identifier from Zendesk
2. Client secret: Secret from Zendesk
3. 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"
Click CONNECT.

Supported dialer features

This table lists how different features are supported. See Supported dialer features for more details of each feature.

Feature	Description	Supported
Additional call types	In addition to regular calls, imports: Short calls (under 30 seconds) Call attempts Non-recorded calls	No
Call disposition	Imports the call outcome	No
Purpose	Imports the call purpose	No
Call direction	Indicates whether the call is inbound or outbound	Yes
Import past calls	When setting up the integration, automatically imports the last 90 days of calls	Yes
Voicemail	Imports voicemail message as a recording	Yes
User matching	The field in the call used to match the Gong user to the dialer user	Email
Speaker experience	Indicates if the call is recorded using stereo or mono	Mono
Must be connected through a CRM	Some systems must be connected through a CRM in order to make a call	No

Contact enrichment