Zendesk

Import contacts into GoTo, Click-to-Call, Screen Pop and post interaction details directly into Zendesk.

1. Call Logging

   When a phone call is made or received, the GoTo Connect Zendesk integration will automatically record details such as call start, call end, Caller, Callee, Outcome, and Direction. This information will be associated with the customer's contact record on a newly created ticket for future reference and resolution of the customer’s issue. Can also include AI Summary, sentiment, and topics.

2. SMS Logging

   Messaging interactions will be compiled and logged in Zendesk on a ticket associated with the appropriate contact, includes message content, sender and timestamps. GoTo Connect will aggregate messaging data for each contact daily, providing a consolidated history of text communications in the customer's record.

3. Voicemail Transcript

   When a voicemail is left for a GoTo Connect phone number, the Zendesk Integration will capture the voicemail transcript, create a ticket and, associate it with the contact record along with the date and time of the voicemail.

4. Contact Sync

   Contacts will be imported into GoTo Connect from Zendesk, as the contact record is updated in Zendesk GoTo will also be updated. Maintaining accurate and up-to-date customer information across both platforms.

5. Click to Call

   When using the GoTo Connect web or desktop application,n Click-to-Call can be enabled and allows for a more seamless one-click calling experience.

6. Screen pop

   Within the GoTo Connect web or desktop application the Zendesk contact details can be opened as a phone call is received or answered by a GoTo Connect user. Allowing for full contact information to be conveniently available to GoTo Connect users.