Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
| Also required | A Talk Partner Edition seat for every agent who calls |
| 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 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.
There is a third condition, and it sits on the Zendesk side. The app works only for agents who have a Talk Partner Edition seat. That is the Zendesk feature that lets a telephone system outside Zendesk act on a ticket at all: creating one and putting it in front of the agent, opening an existing one, showing the caller's profile, adding the recording or the transcription, and leaving a voicemail. Everything this article promises on the ticket side comes from that seat. An agent without that seat sees the app and gets nothing from it, so count the seats before you roll it out. Ask pluscloud which of your agents have one.
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, using the link in your invitation email and then your email address or Google or Microsoft single sign-on. Not your extension.
- Sign in to the app in Zendesk.
- Place a test call from a ticket.
Keep Collaboration open
When calling from Zendesk does not work, 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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