Step 1: Log into Zendesk
Step 2: From the dashboard, click on the Phone Icon to open it.
Step 3: Add the username and password to log in.
Step 4: Choose Auto Register or Auto Register and WebRTC for the default engine. Calls can now be received.
Note: When a call comes in, the caller’s details will appear in a preparation window giving the agent an opportunity to answer the call professionally.
Step 5: During a call, the caller can be placed on hold or muted, and notes can be made about the call or caller on the preparation window.
Step 6: To access the controls on the softphone click outside the preparation window to minimize it. The controls include the
Step 7: Once the call is ended a disposition window will open. The agent will choose a call outcome category, the outcome and additional notes can be made
Step 8: Submit the Disposition and either continue t the next call, pause or Log off.