Zendesk Integration Overview

Yeastar P-Series Software Edition supports to integrate with Zendesk platform, so as to combine phone system with the customer support service. The integration allows Zendesk users to quickly get customers' profile and history call details on Zendesk 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 of Zendesk users. This topic describes the requirements, key features, and terminologies related with the integration.


  • 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 or later

Key features

The integration of Yeastar P-Series Software Edition and Zendesk provides the following key features:

Click to Call
Users can launch calls by a single click on the detected numbers from Zendesk 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 Zendesk contact, or finish a call with a Zendesk contact.
Contact Synchronization
Synchronize Zendesk contacts to an associated PBX phonebook when a user receives calls from or places calls to a Zendesk contact.
Automatic Contact Creation
A new contact will automatically be created in Zendesk for unknown inbound calls or outbound calls.
Automatic Ticket Creation
A new ticket will automatically be created in Zendesk for inbound calls or outbound calls.
Call Journal
Call activities will be logged automatically into the auto-created tickets, which are displayed on the details page of Zendesk contacts.


The following table lists the terminologies of the Zendesk integration.

Table 1.
Term Description
Support admin An admin-level Zendesk support user.
Support agent The Zendesk support users that are assigned tickets and interact with customers as needed to resolve support issues.
PBX extension The extension number for Zendesk support user. The users can register the extension on a phone or on Linkus Clients, and use the extension to make and receive calls.
Ticket Ticket is the support issues that are raised by customers and need to be resolved.
Customer The end users who raise tickets in Zendesk.