Zendesk

Bolster your support teams by syncing call and ticket data with Zendesk

Use our software to gather data from your conversations and contacts, then send that data to your Zendesk account for a comprehensive view of your customer service.

What is Zendesk?

Zendesk is an online customer experience software used by 200,000+ people worldwide. Its focus is on helping businesses connect with customers via chat, email, telephony, messaging, and social media.

How does the Zendesk + CTM integration benefit my business?

When you integrate your CTM (formerly CallTrackingMetrics) account with Zendesk, you’ll be able to create and update your tickets directly from the activity log. If your customer service teams provide support over the phone, they’ll be able to access Zendesk data without leaving the CTM platform. With the time saved from not switching back and forth between windows, your team will be able to resolve issues more quickly, while enhancing their level of service thanks to easy access to historical client data.   

How does the Zendesk + CTM integration work? 

Integrating your CTM account with Zendesk allows you to:

• Automatically sync Zendesk contacts with your contacts in CTM, and view their Zendesk ticket history inside our activity log.
• Create new tickets in Zendesk directly from the CTM activity log, complete with a custom subject and description.
• Easily search through Zendesk tickets from within the CTMs platform, using custom search criteria.
• Map your CaTM agents and fields to matching criteria inside Zendesk, allowing for real-time updates across both platforms.

When you integrate Zendesk with CTM, your agents will be able to search through tickets directly inside the activity log, based on custom criteria such as keyword, phone number, account ID, and more. Thanks to highly granular settings options, it’s possible to map just about any field in CTM to fields inside of Zendesk, allowing for automatic, constant updating across both platforms. Your customers can even generate Zendesk tickets through powerful, versatile online forms with our FormReactor tool! 

This integration is available to users of our Sales Engage or Enterprise plans and also requires an account with Zendesk.