The Freshservice integration with the Zoom Phone CTI app offers an all-in-one solution for efficient call management, ensuring every employee interaction is logged and accessible within Freshservice.


This article contains the following topics:


Prerequisites

Ensure that the following prerequisites are met before initiating Freshservice integration with Zoom Phone app.

  • You have Admin-level access for your Freshservice account.
  • You have installed the Zoom Phone Smart Embed app from the Zoom marketplace.
  • In the approved domain list on the Zoom marketplace, you have configured the following Freshservice account domain: https://d3h0owdjgzys62.cloudfront.net.


See How to configure the Zoom Phone Smart Embed app for more information.


Install the app

To install the app:


1. Go to Admin > Automation & Productivity > Extensibility > Apps.

2. Search and select Zoom Phone CTI using the Search apps option.



3. Click Install. The Configuration page opens.

4. Enter your Freshservice domain URL and API key details in the Connect Freshservice section.


Note: To locate the API key, click the profile icon on the top-right corner of your Freshservice account and go to Profile settings.



5. Click Next. The Connect Zoom Phone section opens.


Note: Ensure you have the Zoom Phone Smart Embed installed from the Zoom marketplace and the Freshservice domain listed under prerequisites is added to the approved domain list in Zoom.



6. Click Next.

7. Set up the default ticket fields, such as Subject, Status, Priority, and Description.



8. Select the relevant workspaces and groups option who can access the Zoom Phone app.



Note: If required, enable the Auto-record calls option.


9. Click Save.


Activate the Zoom Phone widget

To activate the Zoom Phone widget:


1. Go to Apps > Zoom Phone CTI.



2. Click Sign In to authenticate your Zoom login credentials.



After signing in, the Zoom Phone App is activated and appears within the widget on your dashboard.



Make an outbound call

To make an outbound call:


1. Open the Zoom Phone widget.

2. Go to Keypad to input any phone number.

3. Then, click the 'blue' call button. You can also access your contacts or previously dialled numbers with the History option.

4. Additionally, you can dial the number under Requester information in the ticket details to initiate the call.



After the call connects, you can view various call options on the screen.



Accept an inbound call

To accept an inbound call:


When an agent receives any inbound call, it flashes on the Zoom Phone widget within your dashboard. Click Accept to accept the call.



Manage call options

An agent can use the following call-related options:

  • Mute the call

  • Disconnect the call

  • Put the call on hold


Create a ticket and associate it with a call

1. After a call ends or while it is in progress, click the '+' option on the top-right corner of the widget (next to 'close' icon).

2. Select Create new ticket.

3. Select the relevant workspace in which the ticket needs to be created.



4. Ensure to select or enter all the necessary details to create the ticket.

5. Click Associate.


Update an existing ticket based on the call

1. After a call ends or while it is in progress, click the '+' option on the top-right corner of the widget (next to 'close' icon).

2. Select Link existing ticket.



You will see a list of tickets associated with the caller.


3. You can either search or select a ticket from the list of tickets (only tickets associated with the caller are listed here). Then, click Link.

4. Update the ticket details and click Associate to sync the changes.


Conversation summary

Whenever a new ticket is created or an existing ticket is updated after a call, a conversation summary gets added to the ticket. The conversation summary includes details, such as the call time, duration, agent's name, and recording.



Uninstall the app

To uninstall the app:


1. Go to Admin > Automation & Productivity > Extensibility > Apps.

2. Click Manage Apps.



3. Select Uninstall App from the Settings drop-down next to Zoom Phone CTI.



4. Enter any relevant reason for uninstalling the app. Then, click Proceed.