Integrate Yeastar P-Series Cloud Edition with Zendesk

This topic describes how to integrate Yeastar P-Series Cloud Edition with Zendesk.

Requirements

Zendesk
  • Zendesk Suite: Suite Team, Suite Growth, Suite Professional, Suite Enterprise
  • Zendesk Support only: Support Team, Support Professional, Support Enterprise
PBX server
  • Plan: Enterprise Plan (EP) or Ultimate Plan (UP)
  • Firmware: Version 84.9.0.18 or later

Prerequisites

You Zendesk account has administrator privileges in Zendesk support.

Procedure

Step 1. Get authentication information from PBX

  1. Log in to PBX web portal, go to Integrations > Helpdesk.
  2. Click Zendesk.

  3. In the Network section, click to note down the redirect URI, as you will use it when registering an application with Zendesk.

Step 2. Register an application with Zendesk

  1. Log in to your Zendesk account.
  2. On the top-right corner, click , then click Admin Center.

  3. On the left navigation bar, go to Apps and integrations > APIs > OAuth clients.

  4. On the OAuth clients page, create an application.
    1. At the top-right corner of the page, click Add OAuth client.

    2. On the configuration page, complete the following settings.

      • Name: Specify a name for the application to help you identify it.
      • Description: Set a short description for the application.
      • Company: Set the company name for the application. This field is auto-populated with your organization's name.
      • Logo: Optional. Set a logo for the application.
      • Identifier: The field is auto-populated with a reformatted version of the application name.
        Note: Note down the unique identifier as you will need it later.
      • Client kind: Select Confidential.
      • Redirect URLs: Paste the redirect URI obtained from the PBX.
    3. Click Save.

      The Secret field at the bottom of the page displays the secret of the application.

    4. Click Copy and note down the secret.
      Important: Make sure that you copy and properly store the secret before you leave the current web page, as the secret only displays once. Otherwise you will have to re-generate a new one.

Step 3. Make authorization request to Zendesk

  1. Log in to PBX web portal, go to Integrations > Helpdesk.
  2. On the right side of Zendesk, click Integrate.
  3. In the Authorization section, fill in the following information.

    • Unique Identifier: Paste the unique identifier of the Zendesk application.
    • Secret: Paste the secret of the Zendesk application.
    • Your Zendesk Address Subdomain: Enter your Zendesk subdomain.
      Tip: You can get the subdomain from your Zendesk account's URL https://{subdomain}.zendesk.com.

  4. Click Save.

    A new browser web page will be launched, indicating that the Zendesk application requests to access data in your Zendesk account.

  5. Click Allow to proceed.

    You are redirected to the PBX configuration page, a pop-up window displays the integration authentication result.

  6. Click OK to confirm.

    The Status field displays Connected, indicating that Yeastar P-Series Cloud Edition is connected to Zendesk successfully.

    Note: The PBX automatically refreshes the token periodically to maintain valid authorization for Zendesk and ensure normal usage. If the status later changes to Error, it indicates that the token has expired. To restore the connection, click Re-authorize beside the Status field, then complete the integration authentication.

Step 4. Associate Zendesk users with PBX extensions

  1. On the Zendesk integration page of the PBX, click beside Zendesk User to obtain the latest list of Zendesk users.

  2. Associate the Zendesk users with PBX extensions.
    Associate automatically
    If users bind the same email address to their Zendesk accounts and PBX extensions, you can implement automatic association of their Zendesk accounts and PBX extensions.

    1. Click Associate Automatically.
    2. On the pop-up window, click OK.
    3. Click Save.
    Associate manually
    If a user binds different email addresses to his or her Zendesk account and PBX extension, you need to manually associate the user's Zendesk account and PBX extension.

    1. In the Extension / Extension Group field beside the Zendesk user, click .
    2. In the pop-up window, select the desired user's extension(s).
    3. Click Confirm.
    4. Click Save.

Result

  • The integration of Yeastar P-Series Cloud Edition and Zendesk is set up.
  • Associated Zendesk users can make or receive calls with their PBX extensions.

What to do next