Custom Helpdesk Integration Overview

Yeastar P-Series Software Edition supports to integrate with a Helpdesk via API, so as to combine phone system with customer support service. The integration allows Helpdesk users to quickly get customers' profile and history call details on Helpdesk system while dealing with customer phone calls using their PBX extensions; it can also implement automatic ticket creation based on customer phone calls, so as to streamline the workflow. If your desired Helpdesk is not listed among the ready-made integrations provided by Yeastar, you can create a custom Helpdesk integration template to connect the Yeastar P-Series Software Edition with a Helpdesk that supports REST API.

Requirements

  • PBX Server
    • Firmware: Version 83.18.0.102 or later.
    • Plan: Enterprise Plan (EP) or Ultimate Plan (UP)
  • Helpdesk System: Supports REST API.

Key features

The integration of Yeastar P-Series Software Edition with a custom Helpdesk via API provides the following key features:
Note: The availability of the features (excluding 'click to call' feature) depends on the capability of the Helpdesk and your template settings.
Click to Call
Users can launch calls by a single click on the detected numbers from the Helpdesk via Yeastar Linkus Web Client.
Note: This feature requires users to install 'Yeastar Linkus for Google' Chrome extension and set up Linkus Web Client to work with the Chrome extension.
Call Popup
Automatically bring up the contact's profile on the web browser when users (with their Linkus Web Client or Linkus Desktop Client logged in) receive / answer an inbound call from a Helpdesk contact, or supports to manually open the contact URL during a call from the call window.
Contact Synchronization
Synchronize Helpdesk contacts to an associated PBX phonebook when receiving inbound calls from / placing outbound calls to Helpdesk contacts.
Contact Creation
A new contact can automatically or manually be created in Helpdesk for unknown inbound calls or outbound calls.
Call Journal
All the call activities get logged automatically to the Helpdesk when a user ends calls with Helpdesk contacts.
Call Recording Playback
Helpdesk users can see and play recordings stored in the PBX from corresponding call log in Helpdesk interface.
Automatic Ticket Creation
A new ticket will automatically be created in Helpdesk for inbound calls or outbound calls.

Guidances