Installing Telephony Integration by Knots

1. Installing The Telephony Integration App

Steps to Install:

1. 1. Use this link to access the app in the Zendesk marketplace.
   2. Click the Install button on the right side of the page.
   3. Select the Zendesk instance where you'd like to install the app.
   4. You'll be redirected to your Zendesk Admin space. (Ensure you have admin rights to proceed.)
   5. Here, you can rename the app if desired. By default, it will be labeled as Telephony Integration by Knots.
      • Optionally, you can set role or group restrictions during this step.
   6. Once you're ready, click 'Install' to complete the setup.

2. Accessing The Telephony App

How to access:

• Open your Zendesk Agent Workspace.
  • Do this by clicking the icon with four squares located in the top-right corner, and then selecting "Support".
• In the Support Workspace, locate the Telephony Integration App icon  on the left-hand side of the screen, just below the settings gear icon.
  • Note: If you have multiple apps installed, the Telephony Integration App might be hidden under the three-dot menu in the lower-left corner of your screen. Click this to expand and find the app.
    
    
    

3. Selecting The Ticket Creation Mode

Once the app is installed, you’ll need to choose how tickets are created in Zendesk:

1. App Mode:
   • In this mode, a ticket will only be created when the agent manually clicks the corresponding button in the pop-up window.
     
     
2. API Mode:
   • In this mode, tickets are created automatically when the telephony endpoint is triggered.

After selecting the ticket creation mode that best fits your workflow, click 'Save Settings'. You will then receive instructions on how to integrate the app into 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 zendesk@knots.io or through our contact form.