Connect Zendesk (helpdesk)

If you use Zendesk for customer support, you can connect it to Kaneo. Then every call Neo takes becomes a ticket in Zendesk:

• The caller is the requester. Kaneo finds the user by phone number, if there is none, it creates an end user with name and number.
• The subject says who called and what Neo did (e.g. "Opkald fra Anne Berg: Tog en besked").
• The description holds a summary of the call and what the customer wants, plus an excerpt of the caller's own words. It's written as an internal note, so the customer doesn't get it by email.
• The ticket is marked as a phone call (CTI). Calls Neo handled herself (a booking or a transfer) are created as Solved and assigned to the administrator whose token you use, Zendesk won't solve a ticket without an assignee. The rest are created as New.

On the phone, Neo can also tell the caller whether their ticket is open. This is read-only: Neo sees ticket number, subject and status, never the content, and only once the caller has said their ticket number or email (caller ID can be spoofed).

It's free, and only an administrator can set it up. You find it under Integrationer → Zendesk ("Integrations → Zendesk").

1. Create an API token in ZendeskCopy Anchor Link

2. Paste it into KaneoCopy Anchor Link

In Integrationer → Zendesk, enter:

• your subdomain, company if you use company.zendesk.com,
• the email of an administrator in Zendesk,
• the API token.

Press Tjek og forbind ("Check and connect"). Kaneo checks it with Zendesk right away and stores the token encrypted. The email must belong to an agent or administrator, not an end user.

Once connected, you can switch two things on and off:

• Create a ticket after every call (on by default)
• Neo may look up the caller's open tickets on the phone (off by default)

3. Test the connectionCopy Anchor Link

Press Test forbindelsen ("Test the connection"). The test confirms email and token and tries the user search by phone number. It creates no user and no ticket.

Zendesk and OAuthCopy Anchor Link

Zendesk is moving toward OAuth as the preferred way to give apps access, and may restrict API tokens over time. For now, API tokens work fully. When Kaneo gets "Connect with Zendesk" (OAuth), you can switch without losing anything, tickets already created stay in Zendesk.

Good to knowCopy Anchor Link

• Neo never deletes anything in Zendesk. She creates (or updates the name of) users she created herself, and creates tickets, nothing else.
• If you disconnect, Kaneo deletes the token. Also delete it in Zendesk under Zendesk API if you won't use it again.
• Users Kaneo creates get an external_id like telenoa-tel-+4526112233, so a new call from the same number never creates a duplicate.