Mobile Telephony and Cloud Integration with Zendesk: The Winning Duo for Your Customer Support Team

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Un1ty is the communication platform that integrates all your business telephony (mobile eSIM, Microsoft Teams, Cisco Webex, 3CX, etc.) directly into your Zendesk environment.

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With the Zendesk integration, connect your agents wherever they are—at the office using a headset or in the field using their smartphone. Centralize your data so you never miss key information and can capitalize on every interaction, whether on the move or on site.

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Key Features of the Zendesk Integration with Un1ty Mobile Telephony

• Automated logging and Click-to-Call: Automatically create a ticket for every call (incoming, outgoing, or missed) with timestamp, duration, and recording link. No more manual dialing from Zendesk—whether using your desktop softphone or mobile device.
• Universal Caller ID, even on the go: Identify customers (first name, last name, company) before answering. This information appears directly on the smartphone screen via eSIM for mobile agents, or within your Teams, Cisco, or 3CX interface for office-based teams.
• Persistent context powered by AI: Call summaries and sentiment analysis are generated by our AI and automatically added to your Zendesk ticket’s internal notes as soon as the call ends.
• Smart routing and omnichannel presence: Telephony adapts to your agents’ status through Zendesk Omnichannel Routing and centralizes calls across your organization. We guarantee reliable network quality (GSM or secure SIP lines) without forcing you to use a proprietary app.

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Benefits of the Zendesk Integration with Un1ty Mobile Telephony

• Multiply agent productivity: Put an end to constant app switching. By eliminating time-consuming manual inputs and consolidating your existing communication tools within Zendesk, your teams can focus entirely on resolving customer requests.
• Deliver a seamless premium customer experience: Thanks to instant caller identification and AI-powered context sharing, customers are no longer just numbers. The experience remains smooth and personalized—whether the agent responds from a call center or while on the move.
• Track your KPIs across your entire telephony fleet: Turn conversations into actionable data. Monitor metrics such as SLA compliance, resolution time, and call volumes across all devices (desk phones and mobile), and access call recordings directly from tickets for coaching and quality management.

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How to Install the Zendesk Integration with Un1ty

Installation is quick and straightforward—completed in just six steps:

1. Log in to your Un1ty account. Don’t have one yet? Visit our signup page.
2. From your Un1ty dashboard, click “Plan”, then “All Integrations” at the bottom of the page.
3. Select the Zendesk integration and click “Add” to start the installation.
4. You will be redirected to Zendesk for authorization. Once approved, you will be redirected back to Un1ty.
5. Your integration is ready! You only need to configure it by selecting the phone numbers you want to connect to your Zendesk account.
6. Finally, click “Save” to activate the integration and begin automatically logging calls and communications in your customer service platform.

Using multiple Zendesk accounts?
You can connect different Zendesk accounts to different phone numbers.

More help resources available here.

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How the Un1ty × Zendesk Mobile Telephony Integration Works

The connection between Un1ty and Zendesk is powered by a secure OAuth 2.0 API.

This API is fully GDPR-compliant and hosted in EU-certified data centers, ensuring the highest standards of data security and privacy.

To learn more, please refer to our data privacy policy.