Zendesk is a customer communications suite that helps businesses manage and improve interactions with their clients using tools like live text chat and activity tracking. RingCentral is a powerful voice-over-internet-protocol (VoIP) system with unlimited domestic calling, video conferencing, and file-sharing capabilities. The two systems can connect with one another to help you better serve your customers in only three steps:
1. Subscribe to Eligible Service Plans
You will need to be subscribed to paid accounts for both Zendesk and RingCentral in order to take advantage of this integration. It’s worth noting that RingCentral’s higher service tiers have many additional features that your business may find highly useful, so take the time to compare pricing and plans side by side.
RingCentral Plans & Pricing
With features like unlimited calling in the U.S. and Canada, business SMS texting, and service for up to 20 users, RingCentral’s Essentials plan is a solid fit for businesses looking for a VoIP business phone system for as little as $19.99 per user, per month. That said, the RingCentral for Zendesk integration is only available for subscribers of the two highest service tiers.
RingCentral’s eligible service plans are as follows:
- Premium: $34.99 per user, per month on an annual basis; $44.99 monthly*
- Ultimate: $49.99 per user, per month on an annual basis; $59.99 monthly*
*During the COVID-19 pandemic, RingCentral is offering free services for healthcare, nonprofit, and education organizations. Check out their offer page for more details.
Zendesk Plans & Pricing
Zendesk is a platform of software, offering suites of tools designed around improving the customer experience as well as one-off applications. Some of its more popular software tools are Zendesk Support, which specializes in ticketing management, Zendesk Chat for more efficient customer service, and Zendesk Sell, which is focused on sales and deal management.
Zendesk then offers tiered service plans within each of these software tools. This allows businesses to develop a tailored-priced solution for their unique needs. However, RingCentral integration is not supported in all tiers of service.
If you are unsure if your Zendesk subscription supports RingCentral integration at no additional charge, visit the Zendesk website.
2. Download & Install the Application
Once you have subscribed to an eligible service plan with both companies, you will need to download the RingCentral for Zendesk app to connect the two applications. Please note that you will be prompted for your login credentials for RingCentral and Zendesk during this process, so it’s a good idea to have your username and password ready before proceeding.
Find the App in the RingCentral App Gallery
Download the Integration Tool
Click the blue “Get it now” button to download. You will immediately be prompted for your RingCentral login credentials. Enter your information and you will be taken through a quick setup wizard. If you have Zendesk open, be sure to close the app to complete the setup process. Note that for best results, you should have your browser updated to its latest version and any pop-up blockers disabled.
3. Open Zendesk to Connect With RingCentral
Once the RingCentral for Zendesk has been downloaded and set up with your RingCentral login information, the next time you open Zendesk, the RingCentral integration will appear as an add-on on the right side of the Zendesk toolbar. Here you can access RingCentral’s dialer app and use its features while working within the Zendesk interface.
Benefits of Using RingCentral With Zendesk
Integrating RingCentral with Zendesk allows you to access the business phone service’s most convenient features without having to leave the Zendesk platform. This, by itself, can represent a time savings for busy teams, but also provides users with the following benefits:
Built-in Calling on Multiple Devices
Within RingCentral for Zendesk, you can easily make and receive phone calls. Before placing any calls, visit the Calling tab first. There is a drop-down box that lets you choose which outbound device you’d like to make calls from. Your options include the RingCentral for Desktop app, your RingCentral desk phone, or any other phone that you have synced with RingCentral.
You can manually make phone calls from the dial pad like a traditional telephone, or you can click on the “To:” box and start typing a contact name. This will search your Zendesk and RingCentral contacts to find the one you’re looking for, and eliminates the need to maintain two separate address books.
Another convenient calling feature is the ability to click-to-dial. This handy feature saves time and money from misdialing, letting you simply click on the phone number of a selected contact to automatically dial their phone number. This can be within a support ticket, contact, or anywhere else in Zendesk that a phone number is displayed, letting you make phone calls with a single click.
Streamlined Follow Up on Support Tickets
If you are a Zendesk Service user, creating and following up on support tickets is easy within the integration. Anytime you make a call, personal information like the contact’s name and organization are displayed within the RingCentral portal. During the call, you will also be asked via a pop-up window if you’d like to update an existing support ticket or create a new one.
Whether this is your first time calling a client or a follow-up call from many past conversations, it is a very helpful tool. Since there is a Notes field within your support tickets, you can read back on any previous calls to tailor the experience for each individual client. It’s useful to note that the “Update” option is only available when there’s an existing ticket matching the phone number of the caller. This helps you to stay organized and ensure that callers’ needs are being met.
Frequently Asked Questions (FAQs)
What are the system requirements?
The RingCentral for Zendesk integration requires the following:
- Zendesk support
- RingCentral for Zendesk
- RingCentral desktop phone
- Google Chrome (recommended, version 30 or later)
- Firefox (version 25 or later)
- Safari (version 6.0.5 or later)
- IE (10 or later)
Can I access the integration on my smartphone?
At this time, RingCentral for Zendesk is not supported on mobile devices. Therefore, you must have a Windows or Mac computer with a connected desk phone to access the integration.
Is there a call history feature?
Yes. The integration has a full call history feature that includes incoming, outgoing, and missed calls.
Am I able to use multiple browsers to access the integration?
Yes, as long as you are not logged into more than one instance of Zendesk. You must log out of Zendesk on one browser before accessing it on a different one.
Zendesk and RingCentral are two highly useful business services. Customer support is a priority with Zendesk, while RingCentral allows you to stay in contact with customers. With the RingCentral for Zendesk integration, you’re given the power to connect the two systems to improve customer service and keep clients happy.
The Zendesk integration is offered with RingCentral’s Premium and Ultimate plans, but if you’re not ready to sign up full time yet, then you can try a 15-day free trial with three of the four plans offered. Additionally, RingCentral is offering free service to qualifying businesses during the pandemic. Visit RingCentral today to get started.