Zendesk (telephony system)

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

1. In Zendesk Support, click Manage, and then select API in the Channels category.

2. Click the OAuth Clients tab on the Channels/API page, and then click the plus icon (+) on the right side of the client list.

3. 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

4. Click Save.

   After the page refreshes, a new pre-populated Secret field appears on the lower side.

5. 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.

6. Click Save.

Connect Gong to Zendesk

1. Click Company settings > Data capture > Telephony systems.

2. Click + Add telephony system.

3. Select Zendesk.

4. 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"

5. Click CONNECT.

Supported dialer features

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