Installation guide for the Telephony Integration app

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Telephony Integration by Knots") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Telephony Integration by Knots app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.
  

4. Activate the telephony module

To use the app, you’ll need an active Knots Telephony module subscription.

If the module isn’t activated yet, you’ll see a setup screen with activation options. Click Open portal to access the Knots portal.

In the portal:

• Under the Select connector field, choose your Zendesk connector.
  (If one isn’t set up, click the + button to create it and follow the prompts.)
• Check the box to accept the terms and conditions.
• Click Activate.
  You’ll see a confirmation message once the module is activated.

Return to Zendesk and click Refresh in the app. You’ll now see options to choose the ticket creation mode.

5. Select the ticket creation mode 

Choose how you want tickets to be created in Zendesk:

1. App Mode – Tickets are created only when an agent manually clicks a button in the pop-up window.
   
   
2. API Mode – Tickets are created automatically when triggered by your telephony system.

After selecting the mode that fits your workflow, click Save Settings.

You’ll then receive integration instructions for connecting the app to your telephony system using the API.

For more information about the app, visit Zendesk Telephony Integration for Legacy Systems.

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.