RingCentral for Zendesk User Guide
Contents
1. RingCentral for Zendesk User Guide Basics Options RingCentral basics For optimal user experience ensure that The browser you are using is updated to the latest version 1 You have set the correct number as your RingCentral Direct Number you will be making and receiving calls from this number through the Zendesk interface You can find your RingCentral Direct Number in the RingCentral Service Portal at My Settings gt Phones and Numbers gt Direct Numbers 2 Login to your company s Zendesk instance through the browser The URL may look like https yourcompanyname zendesk com The App will work only while the user is logged in to Zendesk 3 Login to the App through Zendesk Use your RingCentral Direct Number for the user name and your RingCentral password Options There are only two options to set You can get to these options by clicking on the gear icon in the top navigation bar 1 Direct Number This is the number from which outgoing calls will be made This field cannot be left blank 2 Press 1 To Start A Call When you make an outgoing call RingCentral will first call you at your RingCentral i i RingCentral Direct Number Once you answer the call you will have an option to press 1 before the call is connected to the other party If this option is not enabled then RingCentral will call your GOutbound Call Answered number and the dialed number simultaneously 45104179965 Click the Save button to2. connected After the csll id connected the screen will display the User information as shown in Figure 7 GE RingCentral Y E RingCentral i O Outbound Call Ringing fOutbound Call Answered 15104179965 John Doe Unknown Construction Company 15104179965 Figure 6 Figure 7 Once you answer the call depending on your settings you may be prompted to press 1 before the call is connected to the other party If the call cannot be completed the message Call could not be completed will be displayed Once you have picked up the call it starts ringing the other party If the call is connected successfully the Softphone display will start showing a call timer You are free to hang up the phone through which you are speaking to the called party For call actions such as transfer hold and mute use the controls available on the device on which you answered the call 10 RingCentral for Zendesk User Guide Placing an International Call RingCentral Placing an International Call In the event that you wish to place an international call i e to a destination outside of your home country you must ensure that the number is properly formatted If you wish to use Dial button for an international number first ensure that the country code is part of the phone number like this Phone 33 34627 28532 To dial an international number directly from the dial pad you can either enter the escape codes as you would manually with
3. time by eliminating misdials Enhance customer interaction e Incoming callers are instantly matched to existing client records which are automatically displayed e Tickets are created when a call is accepted by an agent RingCentral About this Guide This guide is specially designed for Zendesk users after RingCentral for Zendesk is installed and and enabled by their company s administrator This guide is not intended for system network administrators and does not provide any information on how to set up the application or how to configure the Zendesk com instance to be able to use this application This user guide will show you how to use this application and provide known issues limitations of the application as well as some basic troubleshooting questions and answers About Zendesk Zendesk is customer service software based in the cloud It features a simple interface that will feel familiar to users To enhance the customer experience Zendesk integrates other cloud based services such as Salesforce Facebook and Twitter Zendesk includes ticketing self service options and the most needed customer support features Zendesk streamlines customer support with time saving tools such as ticket views triggers and automations This helps you get straight to what matters most better customer service and more meaningful conversations RingCentral for Zendesk User Guide Basics Options RingCentral Basics Options
4. your phone or you can prepend the number with a and the country code 11 RingCentral for Zendesk User Guide Incoming Calls RingCentral Incoming Calls When an incoming call is received you are notified about the incoming call on your RingCentral for Zendesk A matching Zendesk end user anda new Zendesk ticket for that end user automatically pops up in new tabs after the agent accepts the call on their RingCentral device In addition to the app notification and Zendesk pop ups other phones will ring depending upon the configuration of your RingCentral phone system Once you pick up the call on your device desk phone the call timer will start You can take notes or do other things you would usually do on the newly created ticket If the call goes directly to voicemail without ringing any of your RingCentral phones then there will not be any notification to your RingCentral for Zendesk f Incoming call from 1510417 R Jitender Cell John Doe Construction Company new Ticket 573 tl E RingCentral i amp Assignee E inbound Call Answered 8 2 Incoming call from 15104179965 at Support less than a minute ago John Doe Construction Company change aller ID 45104179965 8 CCs cc me i on Company Q 8 Public reply _ Internal mote your comment is visible to agents only E 00 39 e IT Tags inbound Call Missed 15104179965 John Doe Type Priority Construction Show all events Company John Doe Construction Comp
5. any less than a m RCCallStart Call started RCCallDuration RCCallEnd Figure 8 12 RingCentral for Zendesk User Guide Related Search RingCentral Related Search Whenever there is an incoming call the application searches Zendesk for matching records If there is only one matching record the end user tab for that record will be displayed along with a new ticket If there are multiple records RingCentral for Zendesk will not pop up all matching end users 13 RingCentral for Zendesk User Guide Troubleshooting RingCentral Troubleshooting Q I can t see the RingCentral for Zendesk when I login to Zendesk What is the problem Does it require some special permission A No RingCentral for Zendesk does not require any special permissions and it should work for all user profiles Please ask your Zendesk Administrator to ensure that RingCentral for Zendesk is enabled for the Zendesk role you are a member of Q Can I use the same RingCentral for Zendesk across multiple Zendesk instances A Yes you can You will need to contact your Zendesk Administrator to setup and enable the RingCentral Cloud App for Zendesk for each of your instances Q Can I use the same RingCentral for Zendesk across multiple browsers Internet Explorer and Firefox for example A The same RingCentral for Zendesk can be used across as many browsers as you want so long as the user is not logged into two or more browsers simultaneously This means that the
6. l representative to get more information about this feature Q Search results are not displaying records that match the caller ID A Check the format of the phone number in Zendesk Ensure the format is standardized per Zendesk features 2014 RingCentral Inc All rights reserved RingCentral RingCentral Office RingCentral Meetings and the RingCentral logo are registered trademarks of RingCentral Inc Other third party marks and logos displayed in this document are the trademarks of their respective owners CT 3778 15
7. m 2 4 RingCentral for Zendesk User Guide zendesk RingCentral RingCentral for Zendesk User Guide Contents RingCentiral Contents IAK A E e AbouttheRingCentralforZendesk slats ce Me A e Se ers A 4 ADOUEtR IS GUIAS iia as a a a ii ia a Oo 4 About Zendesk cum da Ha es dd a aaa is 4 e AAA 6 A 6 E A ERE ET ES ae eee 7 PONE a ara aa ad AR ad dad E 9 Placing an International call nanana eee eee 14 ee AE i EE E TE E E E E E E T E ae a a de e 12 ri a A AAA e ra SARE RODEN 13 MOST as 06s nes A es ad A a 14 RingCentral for Zendesk User Guide Introduction RingCentral Introduction Note This guide assumes that RingCentral for Zendesk is already installed in your company s Zendesk instance by your company s administrator RingCentral for Zendesk User Guide Introduction About RingCentral for Zendesk RingCentral for Zendesk provides seamless integration between the Zendesk application and your RingCentral services to enable improved customer retention greater agent productivity and advanced business processes It offers these features Complete cloud based app e Use your browser on any platform Windows Mac no software installation is needed e Make or receive calls through the RingCentral phone system directly from your account within Zendesk Increase call efficiency e With simple click to dial from within Zendesk you can spend more time servicing clients and less time dialing e Save
8. save your settings These settings are cleared when the user logs out of the Softphone ta ME application but will persist if the user logs out from Zendesk instance without logging out from the application Foss ook and had also selected the option Remember Me on the login screen while logging in O Figure 1 RingCentral for Zendesk User Guide Login RingCentral Login Open your browser and login to your Zendesk account If this is the first time you are using RingCentral for Zendesk you will see a form as shown below in Figure 2 allowing you to login to your RingCentral account Type in your RingCentral Direct Number and your RingCentral account password Dashboard Getting Started Login to phone system m Updates to your tickets Open Tickets current Ticket Statistics this week Phone number Ext No recent updates 0 119 0 0 0 y YOU GROUPS GOOD BAD SOLVED 8 m Password Q Tickets requiring your attention 117 Wha Remember me ID Subject Requester Reque EJ 789 Incoming call from 14157430557 Marco Oct 10 D 788 Incoming call from 14157430557 Marco S Casalaina Oct 10 D E 787 Incoming call from 14157430557 Marco S Casalaina Oct 10 Figure 2 Figure 3 gt If you select the Remember Me option red arrow provided on this page RingCentral will not ask you to provide your credentials again for one week If you do not login for a week you will be asked to pro
9. user cannot be logged into Zendesk on Internet Explorer and Firefox at the same time Simultaneous logins are not supported Q make a call to myself and the incoming call features are not working A This behavior is expected calls from your own extension to your own extension will not appear in RingCentral for Zendesk Q would like to disable this feature for now A You will have to request that your Zendesk Administrator remove Zendesk user role that you belong to from RingCentral for Zendesk via settings Q What Operation Systems are supported A The following Operating Systems are supported e Windows XP 7 8 and above e MacOSX Mountain Lion and above Q What browsers are supported A RingCentral for Zendesk for Salesforce supports the following browsers e Internet Explorer 10 or later Windows e Firefox 25 or later Windows Mac e Chrome 30 or later Windows Mac e Safari 6 0 5 or later Mac 14 RingCentral for Zendesk User Guide Troubleshooting RingCentral Troubleshooting continued Q On logging into RingCentral for Zendesk am getting this error message Your RingCentral edition does not support Zendesk Integration please call your RingCentral account representative to upgrade your RingCentral edition What is that A Zendesk integration is available for RingCentral Office Premium and Enterprise edition users Please check with your RingCentral Administrator or contact your RingCentra
10. vide your credentials again Also your credentials are stored in the browser so if you login from some other browser or computer laptop tablet you will need to login again Once the login is successful the RingCentral for Zendesk layout will display the dialpad to as shown in Figure 3 above RingCentral for Zendesk User Guide Placing Calls RingCentral Placing Calls RingCentral for Zendesk User Guide Placing Calls RingCentral Placing Calls aa There are two ways you can make an outgoing call 1 Type in the number you want to dial in the dial pad Figure 4 2 Use the Dial Phone feature Figure 5 When you select an End User in Zendesk RingCentral for Zendesk will automatically load the Dial button to allow you to quickly dial the number for the end user Figure 4 Lo Accounts Home s 1 salesforce com De EN Generating blog pos TH Return to frontpage Y Quickstart Add on f NewTab CJ My Applications RS OCI Re issue New P K Tutorial Installing a 9 RingCentralDev add 8 John Doe Tickets 0 Requested tickets 0 O 10 Subject Requested Updated Croup No tickets in this view Dial 234567890 Figure 5 RingCentral for Zendesk User Guide Placing Calls RingCentral Placing Calls continued RingCentral will first call you at your RingCentral Direct Number and the App dialer will change to the screen shown below in Figure 6 during the time the call is being
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