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How do I get started with SnapCall in Zendesk?
Hamza Abaelgarch avatar
Written by Hamza Abaelgarch
Updated over a week ago

This article serves as a comprehensive guide to assist you in successfully managing the integration process between Zendesk and SnapCall.

By following these outlined steps, you can ensure a smooth transition and optimize your customer support operations.

Step 1: Installing SnapCall from Zendesk Marketplace

The first step in the integration process is to install the SnapCall application from the Zendesk Marketplace. You can easily accomplish this by following the instructions provided in the dedicated installation article.

Step 2: Connecting Zendesk with SnapCall Workspace

Once SnapCall is installed, navigate to the SnapCall Dashboard, access Apps & tools, then click on the Integrations tab, 

Here, you can establish the connection between Zendesk and your SnapCall workspace, enabling seamless communication between the two platforms.

Step 3: Managing Integration Settings

Customize your integration settings according to your specific requirements. Access the settings menu using the wheel icon located on the right side of the screen, next to the ‘Disconnect’ tab.

By adjusting these settings, you can optimize the integration to suit your unique needs.

Step 4: Configuring Public Page (Optional)

While not mandatory, you have the option to configure a Public Page to receive inbound tickets when end users engage with the platform.

This additional feature can further streamline communication and enhance the customer support experience.

End Result of Integration: Upon successful integration, you can expect the following benefits:

  • Ticket Automation: In various scenarios, such as clip submissions and call requests by end-users, tickets are automatically generated. This streamlines the process and ensures that customer inquiries are promptly addressed.

  • Efficient Communication: Agents gain the capability to initiate calls directly from tickets, enhancing communication channels and expediting issue resolution.

  • Enhanced Customer Experience: By integrating video, voice calls, and screen sharing, we reduce ticket resolution times, providing the expected support, your SLA and encouraging customer loyalty.

  • Personalized Service: Giving agents control over audio and video calls, including special access for priority customers, ensures tailored service that boosts satisfaction.

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