Install Genesys Cloud for Zendesk

AI-generated summary

Genesys Cloud for Zendesk is an integration available through the Zendesk App Marketplace that establishes cross-platform connectivity between Zendesk and Genesys Cloud, enabling functionality such as screen pop and automatic call logging. Installation is performed through the Zendesk Admin Marketplace, where administrators configure required settings including the app title and Genesys Cloud environment domain. The environment domain must align with the specific AWS region hosting the organization's Genesys Cloud instance to ensure proper agent login functionality. The integration supports multiple global regions across Americas, Asia Pacific, EMEA, FedRAMP, European Sovereign Region, and Middle East, each with distinct domain URLs. Configuration options include role-based and group-based access restrictions to control app usage by specific user populations. initial installation, all settings remain modifiable through the Admin section under General Settings and App Configuration. The integration automatically updates both itself and the Genesys Cloud platform, with updates becoming available upon application refresh. Supported capabilities include embedded clients, interaction log viewing and editing, caller ID configuration, search functionality, and SMS messaging. Access management is facilitated through group-based restrictions that determine which users can utilize the app. Community support resources are available for users requiring assistance, and feedback on documentation can be submitted through a structured form that captures user role information and requires acknowledgment of the Genesys Cloud privacy policy. Related documentation addresses integration setup, client access, Zendesk settings configuration, and interaction management features

Note: This article applies to Genesys Cloud for Zendesk.

To use the integration, install the Genesys Cloud app from the Zendesk App Marketplace and then configure items on the Installation screen.

In Zendesk, click Support.
Click Admin .
Click Marketplace.
Search for and select Genesys Cloud.
Follow the installation instructions.

On the Installation screen, configure the following settings:

Note: 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.

(Required) Title is the name for the app that appears in your Zendesk organization.

(Required) Genesys Cloud environment is the domain that the app uses.

The integration must reference the region where your Genesys Cloud organization is located. Otherwise, anyone using your organization, including agents, cannot log in. By default, the integration points to US East.

Modify the URL that appears under Genesys Cloud environment based on where your Genesys Cloud organization is located.

Genesys Cloud region	AWS region	Domain
Americas (Canada)	Canada (Canada Central)	apps.cac1.pure.cloud
Americas (Sao Paulo)	South America (Sao Paulo)	apps.sae1.pure.cloud
Americas (US East)	US East (N. Virginia)	apps.mypurecloud.com
Americas (Mexico)	Mexico (Central)	apps.mxc1.pure.cloud
FedRAMP	US East 2 (Ohio)	apps.use2.us-gov-pure.cloud
Americas (US West)	US West (Oregon)	apps.usw2.pure.cloud
Asia Pacific (Mumbai)	Asia Pacific (Mumbai)	apps.aps1.pure.cloud
Asia Pacific (Osaka)	Asia Pacific (Osaka)	apps.apne3.pure.cloud
Asia Pacific (Seoul)	Asia Pacific (Seoul)	apps.apne2.pure.cloud
Asia Pacific (Singapore)	Asia Pacific (Singapore)	apps.apse1.pure.cloud
Asia Pacific (Sydney)	Asia Pacific (Sydney)	apps.mypurecloud.com.au
Asia Pacific (Tokyo)	Asia Pacific (Tokyo)	apps.mypurecloud.jp
EMEA (Dublin)	EU (Ireland)	apps.mypurecloud.ie
EMEA (Frankfurt)	EU (Frankfurt)	apps.mypurecloud.de
EMEA (London)	EU (London)	apps.euw2.pure.cloud
EMEA (Zurich)	EU (Zurich)	apps.euc2.pure.cloud
European Sovereign Region	European Sovereign Cloud (Brandenburg)	apps.edee1.eusc-pure.cloud
Middle East (UAE)	Middle East (UAE)	apps.mec1.pure.cloud

Enable role restrictions? allows you to restrict the use of the app to certain roles.
Enable group restrictions? allows you to restrict the use of the app to certain groups.

Click Install.

Note: Updates to both the integration and Genesys Cloud are pushed out automatically and are available when you refresh Zendesk or Genesys Cloud.

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

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Install Genesys Cloud for Zendesk

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