Who can use this: Tech admin
Available on: Any Gong plan
Where to go: Admin center > Settings tab > Data capture > Telephony systems
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
Create a new integration in Zendesk Admin Center. See Using OAuth authentication with your application.
Once you have registered your application, 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.
Connect Gong to Zendesk
Click Admin center > Settings tab > Data capture > Telephony systems.
Click + Add telephony system.
Select Zendesk.
Enter the following info:
Client ID: Unique Identifier from Zendesk
Client secret: Secret from Zendesk
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:
| 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 | |
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 |