Requirements for the Zendesk Screen Pop Connector

Prerequisite: Before setup, purchase the connector and then follow the steps to access it (login required).

PureCloud Bridge

• a PureCloud organization with a Bridge Server

• an instance of the connector configured for that Bridge Server

• a running Customer Interaction Center (CIC) server

• login credentials set in the connector configuration

• all non-optional fields filled out in the connector configuration

Note: The year and release in the connector name indicates the minimum supported version of the CIC server. For example, a connector with 2015R2 in the name requires a CIC server that is 2015R2 or newer.

CIC

• a running Customer Interaction Center (CIC) server

• an IVR, such as Interaction Attendant, that can set call attributes on an interaction

• user email addresses configured within Interaction Administrator that match email addresses used for Zendesk logins

Zendesk

• Zendesk with proper security permissions

• Zendesk agents with a role in Zendesk that allows them to view tickets

Note: For a screen pop to occur, an agent must have a browser open and be logged in to Zendesk.