TABLE OF CONTENTS
Zendesk setup
This guide provides a step-by-step breakdown of the Zendesk and PBXware integration process.
The first step would be to create an account on Zendesk,and in case you already did not, it can be achieved by visiting their registration page on this link.
You are required to provide information spread across 8 steps, after which you need to verify your email.
After verifying your email, you will be introduced to Zendesk. Then, you can proceed with the PBXware setup.
PBXware setup
Integration Service
Start with choosing Zendesk as CRM type, provide API URL (https://{yourdomain}.zendesk.com/api/v2), Page URL (https://{yourdomain}.zendesk.com) and API Token.
API Token is obtained on Zendesk Admin Center platform.
To access the Zendesk API, navigate to Apps and integrations > APIs > Zendesk API within Admin Center.
This section allows you to generate API tokens that can be used to authorize communication between PBXware and Zendesk. To do this, enter the generated token into the "API Token" field on PBXware.
API token authentication was implemented in versions 7.3.0.1 and 6.7.10, replacing email and password authentication for all new and existing accounts that were not previously using API calls.
Completing this step will allow you to save the settings and test if everything is correctly set.
A side window will appear when you click the 'Test' button. In this window, enter the 'Username' and 'Password' for an existing Zendesk user. You can use either the user's password or a token for the 'Password' field.
Important: The test will fail if an account with Contributor rights is used.
Log options
Users can enable the CRM default log options that each gloCOM instance is going to use. In addition, each gloCOM instance can set its own log options if needed.
The default log options are:
Log inbound calls
(E.g. Yes/No/Not Set)
Log outbound calls
(E.g. Yes/No/Not Set)
Log answered calls
(E.g. Yes/No/Not Set)
Log unanswered calls
(E.g. Yes/No/Not Set)
Upload recordings
(E.g. Yes/No/Not Set)
CRM Behavior options
Users have the option to control the creation of new Customers based on the availability of caller ID information. If the 'Create a new item if it doesn't exist' setting is enabled and the caller ID is unknown, the system will automatically open one of the available options, such as Customers, within the 'Default module' section. On the other hand, if the 'Create a new item if it doesn't exist' setting is disabled and the caller ID is unknown, the CRM will not be launched. However, if the caller ID is known, the system will proceed to open the respective page.
Default module
Select one of the modules supported by CRM.
(E.g. Customers)
Create a new item if it doesn't exist:
(E.g. Yes/No/Not Set)
gloCOM/Communicator setup
Setting Zendesk CRM on gloCOM/Communicator is a simple task. Once you log into the application, position yourself to Tools > Preferences > Modules > CRM and enable CRM integration with providing email used on Zendesk.
The application will display contacts after.
Diagnostic Logs, accessible from Tools > Diagnostic Logs > CRM, can help troubleshoot CRM configuration problems in the application.
In this case our integration was successful and synchronization finished without any issues.
Configuration and log files
The location of the configuration file is: /opt/pbxware/pw/etc/crmiservice/crmiservice.conf
The log file can be found at: /opt/pbxware/pw/var/log/crmiservice/crmiservice.log
Logging level can be increased, so the log file could provide additional information, by modifying conf file.
LOG_LEVEL=1
