The Freshservice integration with the Zoom Phone App offers an all-in-one solution for efficient call management, ensuring every employee interaction is logged and accessible within Freshservice.
Please follow the steps below to install and use Zoom Phone within the Freshservice dashboard.
Pre-requisites
The following are the prerequisites for installing Zoom Phone integration with Freshservice
1. Admin-level access for the Freshservice account
2. The Zoom Phone Smart App embed should be installed from the Zoom marketplace
3. In the approved domain list on the Zoom marketplace, configure the domain below. Help guide to complete the step here
Freshservice account domain: https://d3h0owdjgzys62.cloudfront.net
Authentication and settings
Go to Settings -> Admin and search for Apps. Click on the Apps section.
Once the marketplace opens, search for Zoom Phone. Click on it to open the app details page. Click on Install. It will take you to the configuration section.
Enter your Freshservice domain URL and Admin API key to connect and authenticate your Freshservice account. Note: To locate the Admin API key, click on the profile icon in the top-right corner of your Freshservice account and go to profile settings.
In the next step, you need to make sure you have the Zoom Phone Smart Embed installed from the Zoom marketplace and that the Freshservice domain listed in the prerequisites is added to the approved domain list in Zoom.
Click on Next.
In the settings tab, you can set up the default ticket fields such as Subject, Status, Priority, and Description.
Set which workspaces and groups should get access to Zoom
You can turn on or turn off auto record for Zoom calls
Activating the Zoom Phone widget
Click on the app icon from the sidebar. This will appear below the settings icon.
Once you click on the Zoom Phone icon listed there, the app widget will appear. Cick on the Sign In CTA to authenticate your Zoom login credentials.
Once logged in, Zoom Phone App will be activated and appear within the widget on your dashboard
How to make an outbound call
- To make an outbound call, open the widget. From the available options, click on ‘Keypad’ to dial a number or input any phone number. Click on ‘Call.’ You can also access contacts through the 'History' option.
- Alternatively, you can also view the requester information from the ticket and click on their contact number to initiate the call.
- Once the call is connected, call options will appear on the screen.
How to attend an inbound call
Whenever there is an inbound call, it flashes on the Zoom Phone widget within the dashboard. The agent can click on the call to attend it.
Call capabilities
The following are the call capabilities available for an agent when they are managing a call. An agent can:
Mute the call
Disconnect the call
Put the call on hold
How to create a ticket and associate it with a call
- After ending the call or while the call is in progress, click on the ‘+ option in the top right corner of the widget next to the close button. You will see two choices. Click on ‘Create ticket’. Select the workspace in which the
tickets need to be created.
- Enter all the necessary details to create the ticket.
How to update an existing ticket based on the call
- After ending the call, or while the call is in progress, click on the ‘+ option in the top right corner of the widget next to the close button. You will see two choices. Click on ‘Link existing ticket’.
- You will see a list of tickets associated with the caller. You can either search for the ticket or select from the list of tickets displayed. Only tickets associated with the caller will be displayed here.
- You can update the ticket details and click ‘Associate ticket’ 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 contains the call time, duration, the agent's name, and the recording.
