By default, when you search for names or numbers before transferring an interaction or making a call, the client returns people and queues from your Genesys Cloud organization. Administrators can configure the integration to search either people or queues, or neither one. Administrators can also configure the integration to search users in their Zendesk organization.

For the client to return Zendesk users in search results, the following conditions must be true: 

• The integration is configured to search Zendesk. See Configure search in Zendesk.
• Zendesk lists phone numbers for users.

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