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Zendesk integration

ZENDESK CRM INTEGRATION

FOR YOUR TELEPHONY SYSTEM

We deliver seamless Zendesk telephony integration, transforming every customer interaction into an opportunity for smarter service. From identifying users the moment they call to simplifying outbound follow-ups, our solution empowers support teams to resolve issues faster, improve CSAT, and work more efficiently – right inside Zendesk. Perfect for customer-centric industries like e-commerce, SaaS, and finance.

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Enconvo Contact CRM Integration Screen Pop
CLOUD PHONE SYSTEM AWARDS AND ACCREDITATIONS:
best ucaas provider in emea for cloud phone systems
Microsoft solution partner for cloud phone systems

REAL-TIME TICKET INSIGHT IN ZENDESK

When a customer calls, Enconvo’s telephony integration triggers a discreet screen pop in Zendesk – automatically populated with live data from the caller’s profile. Support agents instantly see key information such as the customer’s name, ticket history, subscription details, or recent interactions, all before they even answer the phone.

With one click, the full customer profile opens in Zendesk in real time. Optional action buttons can initiate critical support tasks like creating a new ticket, sending a templated response, navigating to relevant macros, or even accessing data from a secondary system – all without disrupting the agent’s current workflow.

  • DID YOU KNOW?

When a team member transfers a call to a colleague or another team, the screen pop will also appear for that recipient. Meaning all areas of the customer journey are covered with relevant information at your teams fingertips.

ONE-CLICK SUPPORT CALLING IN ZENDESK

Outbound calling is just as seamless. With built-in click-to-call capabilities, agents can initiate calls directly from within Zendesk – no more copy-pasting numbers or switching apps. Simply click a phone number in a ticket or contact record, and the call starts instantly.

WHY MULTI-CRM INTEGRATION MATTERS

A FLEXIBLE, FUTURE-READY APPROACH

Most screen popping solutions restrict you to a single CRM or charge extra for each additional integration. With Enconvo’s solution you can… 

  • Connect to multiple CRMs simultaneously, allowing teams to continue working in the systems they know best. 
  • Support different platforms across departments without any workflow disruption. 
  • Enable a single agent to access multiple platforms at once, ensuring a complete view in every conversation. 
  • Avoid costly, time-consuming migrations by allowing each department to continue using the CRM that best suits its needs. 

Imagine Customer Support on Zendesk, Sales on HubSpot, and Finance on NetSuite:  all connected and fully screen popping ready. 

Zendesk integration
Enconvo Contact CRM Integration Screen Pop
CRM Screen Pop containing outstanding ticket information
Click-to-dial direct from your CRM’s campaign list
Click-to-dial direct from your CRM’s contact profile

    KEY BENEFITS

    • Click-to-Call: Initiate calls instantly from Zendesk with a single click or hotkey – no manual dialling required.
    • Smart Caller Recognition: Incoming calls are automatically matched with records in Zendesk, displaying a discreet pop-up with key customer information.
    • Non-Intrusive Notifications: Screen pops are designed to be subtle and do not interrupt your team’s workflow.
    • Fully Configurable Display: Choose exactly what data appears in the pop-up – up to four lines by default, with space for additional fields if required.
    • Multi-CRM Recognition: Supports caller recognition from Zendesk and multiple other platforms simultaneously – ideal for complex setups.
    • Handles Duplicate Matches: If a number is linked to multiple records, users are given the choice of which to open.
    • Real-Time Profile Access: With one click, the caller’s full Zendesk profile opens, complete with up-to-date information pulled live from the system.
    • Full API Data Support: Any data available via Zendesk’s API can be displayed in the notification pop-up.
    • Automatic Daily Sync: Contact recognition data is refreshed daily by default (adjustable to your preferred frequency).
    • Flexible Pop-Up Triggers: Any record type in Zendesk can be configured to trigger a screen pop.
    • Custom Action Buttons: Trigger macros instantly from call screen.
    • Call Transfer Continuity: When calls are transferred, the screen pop remains active for the new recipient – keeping context intact across teams.
    • Microsoft Teams Integration: Full Teams-CRM integration is supported.
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    TECHNICAL

    Integrating Zendesk with Enconvo’s telephony solution is quick and simple, thanks to the built-in CTI Wizard. Most settings come pre-configured, so you’ll only need to enter a few company-specific details. A clear, step-by-step setup guide is included, and the integration is applied once across your entire organisation – making setup fast, consistent, and hassle-free.

    Once connected, CTI automatically recognises and updates new contacts created within Zendesk, ensuring your system stays accurate and up to date at all times.

    The integration connects directly to Zendesk’s own API, guaranteeing a stable, secure, and high-performance connection.

    COMPATIBILITY

    Our CTI solution is a fully cloud-based solution – making it easy to deploy, wherever your team works. Whether you’re using Windows, macOS, or Chromebooks via a web client, our system is designed for flexibility and ease of implementation.

    Only minimal local caching is used, and the platform meets the highest security standards to keep your data protected at all times.

    USE ZENDESK? INTEGRATE WITH YOUR PHONE SYSTEM TODAY

    WE WILL SOLVE YOUR CLOUD PHONE SYSTEM CHALLENGES

    Step 1 of 9

    WHY CUSTOMERS LOVE OUR CLOUD PHONE SYSTEM

    Glass Manufacturer, Oldbury
    ★ ★ ★ ★ ★

    Oh how I wish I had done this sooner! Seamless transition, great communication, from Mike who initially visited and unpicked our telecoms nightmare, through to Lynda, Seth, Scott and Hannah. Everyone was helpful and 100% focused on delivering the promise of a better system and service.

    Manufacturer, Halesowen
    ★ ★ ★ ★ ★

    Having worked with Enconvo for over ten years, we find them both reactive to problems and proactive about saving us money. They are a pleasure to deal with, always answer the phone promptly and don’t have the dreaded call centre approach.

    Manufacturer, Shropshire / Global
    ★ ★ ★ ★ ★

    We wanted a local telecoms provider that was able to ensure a fast response time in the instance that there were any issues that needed resolving quickly and Enconvo were able to provide us with the communication solution we needed to achieve maximum productivity and efficiency throughout the business.

    Real Estate Agents, Midlands
    ★ ★ ★ ★ ★

    We have been a customer of Enconvo for 5 years. Our account managers are fantastic in identifying our needs and ensure that we have the best telephone technology at the best possible rates. Although they are a large company, they have the ‘personal touch’.

    Keith Wiseman
    ★ ★ ★ ★ ★

    Employees simply plugged the phones in and followed the over the phone instructions delivered by our engineers. Not only have the video conferencing and plug and play capabilities already made a difference to the way Baumot UK communicates, but the ability to download any apps from the Google Play Store straight onto the phone has been a huge hit

    Phil Lewin
    ★ ★ ★ ★ ★

    Another benefit that the school is enjoying is the seamless integration between the phones and its CRM system. This allows the staff to have everything in one place, whether it be contact details of a parent, medical details of a student or voicemails and emails that need responding to.

    Steven Way
    ★ ★ ★ ★ ★

    The bespoke Enconvo Contact app works much better than generic, white-labelled apps that we’ve used previously. We really like using the softphones on the laptops

    Peter Phillips
    ★ ★ ★ ★ ★

    Easy with great communication…“the telephone system is extremely important for our business

      YOUR QUESTIONS ANSWERED ON CRM INTEGRATION:

      Does Zendesk have CTI integration?

      Yes. Zendesk supports CTI (Computer Telephony Integration) through apps and partners like Enconvo, Aircall, and RingCentral. This allows agents to make and receive calls, access voicemails, and review call recordings directly within the Zendesk interface.

      Does Zendesk integrate with VoIP systems?

      Yes, Zendesk integrates with various VoIP providers, including the Enconvo Contact phone system.

      Can you make phone calls from Zendesk?

      Yes, you can initiate phone calls directly from Zendesk using our compatible CTI integration. Features include include click-to-dial, call logging, screen pops, and syncing call notes to the associated ticket or user profile.

      What is a CTI in Zendesk?

      CTI in Zendesk refers to Computer Telephony Integration, which connects your phone system to the Zendesk platform. This enables agents to handle calls directly in Zendesk, improving workflow with features like caller identification, screen pops, and auto-logging of call activity.

      What are the benefits of phone integration in Zendesk?

      Phone integration in Zendesk centralises customer communication, ensuring all voice interactions are recorded alongside support tickets. It boosts agent productivity by reducing context switching, automating call logging, and providing real-time caller insights.

      How much does Zendesk phone integration cost?

      The cost of phone integration with Zendesk depends on the telephony platform and the complexity of your requirements. Basic click-to-call integrations are generally more affordable, while advanced features like custom screen pops or role-based routing may incur higher costs. Contact us for a custom quote.