You can configure both global and feature-specific settings in Genesys Cloud for Zendesk.

Global settings

When you first install Genesys Cloud for Zendesk, the integration prompts you to configure global settings. After installation, you can modify these settings under General Settings and App Configuration. To access these sections, click Admin , Manage, and the Genesys Cloud app.

• General Settings

  This section allows you to change the display name for the app and restrict the use of the app to certain roles or groups.

• App Configuration

  This section allows you to change your Genesys Cloud environment.

For more information about these settings, see Install Genesys Cloud for Zendesk.

Feature-specific settings

After installation, you can configure feature-specific settings.

• App Configuration

  This section allows you to configure basic settings such as the Genesys Cloud environment, server-side logging, and the login window.

• Interaction Details

  This section allows you to modify the information that appears on interactions by adding, deleting, or reordering interaction attributes.

• Interaction Logging

  This section allows you to configure interaction logging and attribute mappings. 

• New Ticket Configuration

  This section allows you to configure the information that appears on new tickets by adding interaction attributes and mapping them to ticket fields.

• Outbound Interactions

  This section allows you to enable configurable caller ID and set a default SMS country code on outbound interactions.

• Search Settings

  This section allows you to select the primary phone field that the integration uses for certain actions and to configure how the integration searches Genesys Cloud and Zendesk. 

For more information about the integration, see About Genesys Cloud for Zendesk.