Plan requirement
| Subscription | UC-Business or higher, x-bees Standard or higher |
| Access | WMS administrator, Zendesk administrator |
Calling from inside Zendesk with the Wildix app, and the one thing that has to be running for it to work.
How it fits together
This is not a setting you switch on in your phone system. It is an app that lives in Zendesk, and it uses Collaboration in your browser to actually place the call.
So two things have to be true at once: the app is installed in Zendesk, and Collaboration is open and signed in. Without the second one the buttons are there and nothing happens.
Set it up
- Allow the domains in the WMS security settings, or the app and your phone system cannot talk to each other.
- Install the Wildix app in Zendesk.
- Sign in to Collaboration in the browser. You will have had the address and your extension by email.
- Sign in to the app in Zendesk.
- Place a test call from a ticket.
Keep Collaboration open
The single most common report is that calling from Zendesk does not work, and the answer is almost always a Collaboration tab that is closed or signed out.
Chrome gives the smoothest experience. Tell agents to leave the tab open for the whole shift rather than opening it when they need it.
What you get on the ticket
- An incoming call opens the matching user, so the agent sees who is calling.
- The call is logged on the ticket, including the recording where you record calls.
- Transfers work from inside the app.
Signing in
Collaboration accepts a Google account, a Microsoft 365 account, or your extension with the password from the welcome email. Whichever your organisation uses, it is the same account for everybody, so decide once rather than per agent.
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