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Configure the Zendesk Screen Pop Connector

To use the Zendesk Screen Pop Connector, add configuration& properties, CIC and Zendesk credentials, and instances of the connector on the Connector Details page.

Note: Any configuration change requires a connector restart.

To configure the connector, perform these tasks in order:

  1. Access the Connector Details page.

  2. Add Configuration properties.

  3. Add CIC credentials.

  4. Add Zendesk credentials.

  5. Add a connector instance.

Access the Connector Details page

  1. In PureCloud, click Admin.

  2. Under Integrations, click Bridge.

  3. Click the Connectors tab.

  4. Click an existing connector Group Name. The Connector Details page appears.

Add Configuration properties

To add configuration properties for the Zendesk Screen Pop Connector:

  1. Go to the Configuration section on the Connector Details page.

  2. Add values for the following properties:

    PluginName—a unique name (for example, zendeskscreenpop) given to the log file created for this connector. When running multiple connector instances on the same Bridge Server, make sure that the value for PluginName is unique for each connector group. The value for PluginName distinguishes the log files of the connector groups from one another.

    ServiceUrl—URL of the Zendesk service used to connect to the API, typically formatted as https://{subdomain}.zendesk.com/api/v2.

    ScreenPopInteractionState—interaction state when the screen pop occurs. Set the state to Alerting or Connected.

    ICServerName—name of the CIC server that the connector connects to.

    3. PopNewTicket—optional property that pops a new ticket for the Zendesk Open Ticket By ANI action. Enter 1 to never create a new ticket, 2 to always create a new ticket, or 3 to create a new ticket if an existing one doesn’t exist.

  3. Click Save.

Add CIC credentials

  1. Go to the Credentials section on the Connector Details page.

  2. Under CIC Credentials, click Change. A pop-up window appears.

  3. Add information for the following fields:

    CIC Username—login ID for the CIC server.

    CIC Password—password for the CIC server.

  4. Click Update.

Add Zendesk credentials

To add Zendesk credentials for the Zendesk Screen Pop Connector:

  1. Go to the Credentials section on the Connector Details page.

  2. Under Zendesk Credentials, click Change. A pop-up window appears.

  3. Add information for the following fields:

    Zendesk Username—login ID for Zendesk. At a minimum, the user must be an agent in Zendesk.

    Zendesk Security Token—API token generated for the Zendesk org.

  4. Click Update.

Add a connector instance

  1. In the Connector Details tab, click Add Instance in the Instances section.

  2. Click Set Server to open the Set Server window.

  3. Select a Bridge Server and click Save.

  4. Click the Enabled button to ON, and then click Yes in the Enable Connector Instance window.

  5. lick the Start button under Control to turn on the connector.

  6. To create more instances, repeat these steps. If you installed more than one instance of the Bridge Server for fault tolerance, add extra instances of the connector. If you added multiple connector groups of the same connector type, be sure to link all connector instances in the connector groups to the same Bridge Server.