About Genesys Cloud for Zendesk

AI-generated summary

Genesys Cloud for Zendesk is a cloud-based contact center integration embedded within Zendesk that requires no local installation or server maintenance. The platform delivers comprehensive communication capabilities encompassing calls, transfers, click-to-dial, screen pop, voicemail, chats, emails, messages, callbacks, outbound dialing, and ACD voicemail interactions. Administrators can configure advanced features including interaction attributes, scripts, screen pop functionality, and search capabilities. AI-powered productivity tools such as Agent Assist and Agent Copilot enhance agent performance and efficiency. The client interface enables agents to manage status, phone settings, active interactions, and call controls, with integrated CRM functionality for click-to-dial and interaction logs. Core call control features include picking up interactions, placing calls on hold, transferring interactions, and scheduling callbacks, supported by wrap-up functionality for post-interaction documentation. Agents access call history, evaluations, shift trade requests, and voicemail through the User Inbox with integrated notifications. Visual engagement tools including co-browse capabilities allow agents to view and interact with customer screens, improving the quality of customer interactions. The platform supports multiple interaction types: call, callback, outbound dialing, email, message, and ACD voicemail. Client-configurable features enable customization of call forwarding, notifications, and queue activation. Fuller functionality is available when the platform runs alongside the dedicated client. A critical operational constraint exists: running multiple Genesys Cloud embedded client variants simultaneously with Genesys Cloud Communicate for mobile apps causes unusual behavior affecting interaction logs, WebRTC phones, and other functionalities. Dedicated troubleshooting resources and server-side logging are available for resolving integration-specific issues, with server-side logging recommended before contacting Customer Care.

The Genesys Cloud for Zendesk integration is a variant of Genesys Cloud’s contact center services inside Zendesk.

Note: Do not run different variants of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) and Genesys Cloud Associate mobile apps simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities. To resolve any issues related to multiple client alerting, change the WebRTC settings to set the preferred client as the primary client to ring. For more information, see .

Overview

With the Genesys Cloud for Zendesk integration, there is nothing to install on each user’s computer and nothing to maintain or back up on your servers.

Get started (administrators)

First review the requirements. Then install the integration and configure various settings.

Advanced setup

Administrators can configure the integration to use more advanced features.

AI experience

Administrators can set up and incorporate AI-powered tools like Agent Assist and Agent Copilot in to the interaction window. These tools help agents to enhance productivity and provides guidance.

Get started (agents)

After the integration is installed, log in and begin to use the client.

Client interface

From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.

Call controls and basic interaction tasks

Learn about the call controls in the client and how to perform basic tasks on interactions.

CRM functionality

Review CRM functionality that impacts how you work.

Client-configurable functionality

Learn what functionality and features you can control or configure in the client.

Call history and user inbox notifications

Quickly view your call history and notifications about various items from the User Inbox in the client. The notifications alert you to tasks and information that require your attention in Genesys Cloud.

Visual engagement

Improve customer interactions with visual engagement tools that allow you to view customers’ computer screens or interact with their web browsers.

Co-browse

Supported interaction types

Genesys Cloud for Zendesk currently supports call, callback, outbound dialing, email, message, and ACD voicemail interactions. For fuller functionality, run Genesys Cloud alongside the client.

Troubleshoot

For any problems with Genesys Cloud for Zendesk, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.

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