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EVOX

EVOX Integration with Zendesk.

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Support

開發者

bkuo@e2nova.com

About this app

Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing ### EVOX — Intelligent Telephony Integration for Zendesk

EVOX Global builds cloud-based call center solutions trusted by customer service teams. Our platform bridges voice communications and support workflows so agents can focus on the conversation, not the paperwork.

What this app does

The EVOX CTI Integration connects your EVOX phone system directly to Zendesk Support. Every inbound and outbound call is automatically matched to the right customer and ticket — no manual lookups, no missed records.

  • Instantly identifies callers by phone number and opens the relevant ticket
  • Automatically creates a new ticket and end-user profile when no match is found
  • Logs full call detail records (CDRs) to Zendesk Custom Objects for reporting and compliance
  • Shows live call status and connection health in the Zendesk top bar
  • Enables click-to-dial directly from any Zendesk phone field

Privacy Notice & Data Disclosure

As required under the Zendesk Developer Terms, the following discloses what data this app accesses, uses, and stores:

Read from Zendesk: agent name, email, and locale; account phone-validation settings; end-user records (searched by phone number); open ticket records (searched by user ID).

Written to Zendesk: new end-user profiles; tickets with subject line, internal comment, and call direction tags; internal ticket comments with call log details; Call Activity and Call Detail Record entries stored as Zendesk Custom Object records.

From the EVOX system: real-time call events delivered via a local WebSocket connection (phone number, call direction, activity ID); full call detail records retrieved from the EVOX cloud API when each call ends. All EVOX cloud API requests are authenticated with OAuth 2.0 over HTTPS.

Local storage: diagnostic logs are written to the browser's IndexedDB on the agent's machine only. They are never transmitted to any external server.

No data is shared with any third party other than your organization's configured EVOX instance. For privacy inquiries, contact bkuo@e2nova.com.

應用程式詳情

如何安裝

Prerequisites

Before installing, ensure the following:

  1. Your organization has an active EVOX Connect Manager subscription, which includes integration support.
    Learn more: https://www.evoxglobal.com/en/evox-connect/manager/

  2. The EVOX Desktop App is installed and running on each agent's computer.
    Download: https://www.evoxglobal.com/en/download/

Required Settings

These settings must be configured for the app to function:

  • EVOX Subdomain (evox_subdomain) — the subdomain of your EVOX cloud phone system (e.g., demo for demo.evox.com.tw).
  • Call Activity Custom Object Key (evox_call_activity_custom_object_key) — the key of the Zendesk Custom Object used to store EVOX call activity records.
  • Call Record Custom Object Key (evox_call_record_custom_object_key) — the key of the Zendesk Custom Object used to store EVOX call detail records.

Optional Settings

  • Always Create Ticket (always_create_ticket) — when enabled, a new ticket is created for every call regardless of whether an open ticket already exists for the caller.
  • Unfinished Activities Comment (unfinished_activities_ticket_comment_enabled) — occasionally, Zendesk may be closed before the app finishes retrieving call information from EVOX, leaving a call activity incomplete. The app detects these incomplete activities within three months on the next startup. When enabled, adds an internal comment to each affected ticket to ensure no call goes unlogged.

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