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.
Login to your Zendesk application and
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.
Below image displays multiple calls in Ringing, Connected and On Hold status.
Clicking on Dialpad icon on tab bar opens Dialpad as shown below.
Click Settings icon on tab bar opens Click to Call Settings page.