How to integrate CallHippo with Zendesk?
You can follow these steps to activate your Zendesk integration with CallHippo and create tickets or add comments for each one of your calls.
Login to your CallHippo account.
Go to the Sidebar and click on ‘Integrations’.
Click on the Connect button in the Zendesk box.
Once you click on the ‘Integration’ button, you will get one pop-up asking you to enter Zendesk subdomain (i.e your Zendesk account URL is “[https://callhippo.zendesk.com](https://callhippo.zendesk.com/)” then “CallHippo” is your subdomain). Enter the subdomain and click on Connect Now button.
Once you click on Connect Now, you will be redirected to your Zendesk login page. If you are already logged in this step will be skipped.
Once you log in you will be redirected to the permission page, here you have to click on the Allow button.
Once you click on Allow, you will be redirected back to CallHippo and display a message saying ‘Your account with Zendesk will be integrated soon. You will get notified about the same via an email’ and your integration status will be ‘Integrated’.
So now you have successfully integrated your Zendesk account with CallHippo and your existing contacts are synced with CallHippo.
But to sync new contacts(Zendesk end users) that is being created in Zendesk, you need to create several Extensions and Triggers, which are explained below :
Creating Extensions and Triggers in Zendesk:
Extension:
Here we will create an extension to sync a new ticket with the contact.
But before creating the extension, please copy and note down your CallHippo account Id somewhere. Steps to find your CallHippo accountId as follows :
Go to the Users page in CallHippo
Click on admin user. It will redirect you to the user setting page.
Now copy the highlighted portion shown in the below image and note it down.
Now let’s create an extension.
1). Creating Add Ticket Extension:
Go to your Zendesk account and click on the Setting icon -> Go To Admin Center.
Click on the Apps and Integrations -> Targets ->Add Targets.
It will redirect to the screen as given below, and then click on the URL target.
Now you are on a newly redirected page where you have to fill below things in-order to create an extension.
i) Title: POST (You can insert an extension name of your choice too)
ii) URL: https://activity.callhippo.com/integration/users/59a122da8fe5d239bf123456/zendesk/webhook/addticket (here replace ‘59a122da8fe5d239bf123456’ with your account Id shown in previous steps).
iii) Method : POST.
iv) Attribute Name : ticketId.
v) Select 'Create Target' and press Submit
That’s all with creating extensions, Now let’s create triggers.
Triggers:
Here we will create 2 triggers.
1). Add ticket trigger:
Go to the your Zendesk account and click on the Objects and Rules -> Triggers -> Click on Add trigger
Now you are on a page where you have to fill below things in-order to create a trigger.
i) Trigger Name: Add Ticket Trigger (You can insert a trigger name of your choice too).
ii) Under Conditions section set values as given in below screenshot.
iii) In the Actions section: select action type Notify target and in the next dropdown select POST Or whatever name you gave to the extension.
In the message box enter {{ ticket.id }}.
iv) Click on the Create button.
2). Update ticket trigger:
Go to triggers and click on Add trigger as described in the previous step.
Now fill the form according to the steps below.
i) Trigger Name: Update Ticket Trigger (You can insert a trigger name of your choice too).
ii) Under Conditions section set values as given in below screenshot.
iii) In the Actions section: select action type Notify target and in the next dropdown select Add Ticket Extension Or whatever name you gave to the extension.
In the message box enter {{ ticket.id }}.
iv) Click on the Create button.
Features of Zendesk integration:
Your all existing contacts(end user with the phone number) will be synced with CallHippo.
Whenever you update or add a new contact it will automatically sync to CallHippo.
When a call is made with the CallHippo dialer. there will be a ticket created in Zendesk with call log activity.
Whenever a SMS is sent with the CallHippo dialer. there will be a ticket created in Zendesk with SMS log activity.
You can use CallHippo browser extensions to call directly from your Zendesk ticket detail page.
Limitations:
If you have multiple numbers in your end user profile, it will only sync the first number due to Zendesk API limitations.
Contact will be only synced if a new ticket created or existing ticket status updated with respect to that contact.
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Login to your CallHippo account.
Go to the Sidebar and click on ‘Integrations’.
Click on the Connect button in the Zendesk box.
Once you click on the ‘Integration’ button, you will get one pop-up asking you to enter Zendesk subdomain (i.e your Zendesk account URL is “[https://callhippo.zendesk.com](https://callhippo.zendesk.com/)” then “CallHippo” is your subdomain). Enter the subdomain and click on Connect Now button.
Once you click on Connect Now, you will be redirected to your Zendesk login page. If you are already logged in this step will be skipped.
Once you log in you will be redirected to the permission page, here you have to click on the Allow button.
Once you click on Allow, you will be redirected back to CallHippo and display a message saying ‘Your account with Zendesk will be integrated soon. You will get notified about the same via an email’ and your integration status will be ‘Integrated’.
So now you have successfully integrated your Zendesk account with CallHippo and your existing contacts are synced with CallHippo.
But to sync new contacts(Zendesk end users) that is being created in Zendesk, you need to create several Extensions and Triggers, which are explained below :
Creating Extensions and Triggers in Zendesk:
Extension:
Here we will create an extension to sync a new ticket with the contact.
But before creating the extension, please copy and note down your CallHippo account Id somewhere. Steps to find your CallHippo accountId as follows :
Go to the Users page in CallHippo
Click on admin user. It will redirect you to the user setting page.
Now copy the highlighted portion shown in the below image and note it down.
Now let’s create an extension.
1). Creating Add Ticket Extension:
Go to your Zendesk account and click on the Setting icon -> Go To Admin Center.
Click on the Apps and Integrations -> Targets ->Add Targets.
It will redirect to the screen as given below, and then click on the URL target.
Now you are on a newly redirected page where you have to fill below things in-order to create an extension.
i) Title: POST (You can insert an extension name of your choice too)
ii) URL: https://activity.callhippo.com/integration/users/59a122da8fe5d239bf123456/zendesk/webhook/addticket (here replace ‘59a122da8fe5d239bf123456’ with your account Id shown in previous steps).
iii) Method : POST.
iv) Attribute Name : ticketId.
v) Select 'Create Target' and press Submit
That’s all with creating extensions, Now let’s create triggers.
Triggers:
Here we will create 2 triggers.
1). Add ticket trigger:
Go to the your Zendesk account and click on the Objects and Rules -> Triggers -> Click on Add trigger
Now you are on a page where you have to fill below things in-order to create a trigger.
i) Trigger Name: Add Ticket Trigger (You can insert a trigger name of your choice too).
ii) Under Conditions section set values as given in below screenshot.
iii) In the Actions section: select action type Notify target and in the next dropdown select POST Or whatever name you gave to the extension.
In the message box enter {{ ticket.id }}.
iv) Click on the Create button.
2). Update ticket trigger:
Go to triggers and click on Add trigger as described in the previous step.
Now fill the form according to the steps below.
i) Trigger Name: Update Ticket Trigger (You can insert a trigger name of your choice too).
ii) Under Conditions section set values as given in below screenshot.
iii) In the Actions section: select action type Notify target and in the next dropdown select Add Ticket Extension Or whatever name you gave to the extension.
In the message box enter {{ ticket.id }}.
iv) Click on the Create button.
Features of Zendesk integration:
Your all existing contacts(end user with the phone number) will be synced with CallHippo.
Whenever you update or add a new contact it will automatically sync to CallHippo.
When a call is made with the CallHippo dialer. there will be a ticket created in Zendesk with call log activity.
Whenever a SMS is sent with the CallHippo dialer. there will be a ticket created in Zendesk with SMS log activity.
You can use CallHippo browser extensions to call directly from your Zendesk ticket detail page.
Limitations:
If you have multiple numbers in your end user profile, it will only sync the first number due to Zendesk API limitations.
Contact will be only synced if a new ticket created or existing ticket status updated with respect to that contact.
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Updated on: 11/04/2022
Thank you!