Integrating Streams with Zendesk

1. Pre-Requisite

To integrate Streams with Zendesk, the Streams user must have CCA add-on purchased.

The following section 'Zendesk Settings' appear in User 3-bar menu > Settings > Advanced Settings for a user with CCA add-on purchased.

  • Ticket on Outbound Calls: To create a ticket on outbound call, set this value to Yes.
  • Ticket on Inbound Calls: To create a ticket on inbound call, set this value to Yes.
  • Auto Create Ticket: To automatically create a ticket for Inbound and Outbund calls, set this value to Yes.

2. Key Features

  • With a simple click-to-dial from within Zendesk, you can spend more time servicing clients and less time dialing.
  • Incoming callers are instantly matched to existing client records, which are automatically displayed.
  • Tickets are created automatically when a call arrives.

3. Integrating Streams with Zendesk


3.1 Installing the app

Login to your Zendesk application and

  1. Click Admin in the navigation bar.

  2. Under APPS, select Marketplace.

  3. In the page that appears, find 'streams' by entering in the search bar.

  4. From the search results that appear, click Streams.

  5. Click Install button. In the APP INSTALLATION dialog box that appears, select the account to install this app and click Install button.

  6. In the next screen that appears, click Install.

  7. Once Streams is installed successfully, a Phone icon appears at the top right. Click the icon to login to Streams.

3.2 Streams app

  1. Clicking the Call icon displays Login page as shown below

  2. Enter your valid Username and Password to login. Once logged in, you will be directed to Recents. Here, you can see the recent activity of Inbound and Outbound calls. A search bar is also provided.

  3. On hovering over a Contact, two options - Call and Note are shown. Click the Call icon to call back the Contact. Click the Note icon to create a ticket or open an already existing ticket in Zendesk.

3.3 Ticket Creation popup for an existing ticket

When you receive an Inbound call or make an Outbound call, a 'Log Call' alert popup is displayed as shown below with two options - Create new ticket and Update an existing matching ticket. Select the desired option and click Open in Zendesk button.

If Update an existing matching ticket is selected, corresponding ticket opens as shown below.

Note: Ticket creation settings are present in Admin and User dashboard under Zendesk settings.

  • Log Call alert is displayed automatically when "Ticket on Outbound Calls" or "Ticket on Inbound Calls" is enabled and "Auto Create Ticket" is disabled.
  • No alert is displayed if "Ticket on Outbound Calls", "Ticket on Inbound Calls" and "Auto Create Ticket" are disabled.
  • No alert is displayed if "Ticket on Outbound Calls", "Ticket on Inbound Calls" and "Auto Create Ticket" are enabled. A new ticket is automatically created.

3.4 Multiple Calls

Below image displays multiple calls in Ringing, Connected and On Hold status.

3.5 Dialpad

Clicking on Dialpad icon on tab bar opens Dialpad as shown below.

3.6 Settings

Click Settings icon on tab bar opens Click to Call Settings page.