Last updated November 5th 2020.

Requirements

Zendesk Talk - Partner Edition
To use the Puzzel Integration, you must have “Zendesk Talk - Partner Edition”.

Agent rights
Agents must have the rights to add, edit and delete users, otherwise no user will be created when a user, that does not already exist in Zendesk, calls in. If no user is created, a ticket will not be created for the call. The rights are changed on the Admin page: Go to Manage > People > Roles. Click edit on the role you want to update. In the People section, select “Add, edit and delete all" in the “What access does this agent have to end-user profiles?” dropdown.

Puzzel account
You must have a Puzzel account in order to use the integration.

 

Locations

When installed, the Puzzel Integration can be found in the navigation bar (left) and the top bar.

 

How to

Logging into the Puzzel App

To log into Puzzel in Zendesk Support, go to the navigation bar on the left. Type in your credentials and click the “Login” button. If the credentials are not valid, you will be shown an error message under the button. If the login was successful, you will be directed to the overviews.

Customer number is your company’s Puzzel customer number.
Username is your Puzzel username.
The password is your Puzzel password.

If you are using Puzzel’s softphone, you will have to log into Puzzel’s agent application as well.

 

Overviews

In the navigation bar location there is access to three different overviews:

• Queue Overview
• Team Overview
• Agent Ticker

All the overviews automatically update the data every 15 seconds. However, you can manually update an overview by clicking the refresh icon in the top right corner of the overview. You can also log out of the application from the navigation bar.

 

Queue Overview

In this overview, you can see data such as the size of the queue, the number of agents available, busy and away, and calls offered and answered. You can click the number of agents in each agent column to get a more detailed overview of who they are, their current status, and time spent in the specific status. In the overview of active agents, you can also see the agent’s phone number, group and profile. When hovering over the number of agents away, you are able to see the number of agents per pause type.

 

Team Overview

This is similar to the agents away overview. It just displays data for people away in your group.

 

Agent Ticker

This overview gives you access to your personal Puzzel data such as time logged in, time used per pause type, and call information for each of the queues you have been taking calls from.

 

Call handling

The call handling part of the application can be found in the top bar of Zendesk Support.

 

Logging on a profile

To log on to a profile, open the application in the top bar.

To log on using a mobile or landline phone, type in the phone number of the phone you want to use. If you log on using Puzzel’s softphone, leave the field blank.

From the profile drop-down, select the profile you want to log on to. Click logon. Be aware that you are set as available and ready to take calls as soon as you have logged on.

 

Setting status

When logged on to a profile you can set your pause status from within the application. This is done from the drop-down at the top of the view. You can also set yourself as available again and log off the profile from this dropdown.

 

Incoming calls

Call comes in
When a call comes in, you are presented with a view displaying the name and phone number of the caller. From this view, you can decline the call, but not accept it. To see how to accept a call using a phone or softphone, read the next section.

Accept call
Using a mobile or a landline phone
If you are logged on using a mobile or landline phone, you will have to accept the call on the phone itself or via a headset connected to the phone. Afterward, the view will display an ongoing call and call functionalities.

Using the Puzzel softphone
If you are logged on using Puzzel’s softphone, you will have to accept the call in the agent application. Afterward, the view will display an ongoing call and call functionalities.

Forward call to a queue
To forward the ongoing call to a queue, click the forward button. You will then be presented with an input field, where you can type in the name of the queue you want to forward the call to. When you have found and selected the queue, click the arrow. You are now disconnected from the call and presented with a wrap-up view (explained further below in this document).

Agent consultation
Making consultation call
To consult another agent when on a call, click the consult button. You will then be presented with an input field, where you can type in the name of the agent you want to consult. The search will only list agents available at the time you clicked the consult button. When you have found the agent, you want to consult, click the arrow. The caller is put on hold and you can now talk to the other agent. To end the consultation with the agent, click the consult button again, and you will go back to talking to the caller.

Receiving consultation call
Receiving a consultation call is like receiving other calls. You, therefore, have to accept the call as described further up.

When the consultation call comes in, you will be shown the name of the agent calling you. When accepted, you are presented with a view displaying the agent name and call queue. You are not able to hang up the call, so for the consultation to end, the agent who called you must hang up. When they hang up, the wrap-up view will be shown.

Mute call
To mute a call, click the microphone in the top right corner. When the microphone is red, the call is muted. Click the icon again to un-mute the call.

Hang up call
To end a call, click the “Hang up” button. The call will also end if the callee hangs up. Whether it is you or the callee who hangs up, you will be presented with a wrap-up view.

Wrap-up
After a call is ended, you will see a wrap-up view with a counter that counts down. To get more wrap-up time, click the “Add 1 minute” button, and one minute will be added to the counter. When the counter reaches 0 you will be set as available and ready for new calls. If you are finished before the counter has finished, click the “Available for New Calls” button.

 

Outgoing calls

The call functionalities for an outgoing call are the same as for an incoming call. There are two ways of making an outgoing call: Type to call and Click-to-Call.

Type to call
When you are not on a call, you have the option to make an outgoing call by typing in a phone number you want to call. You can either type using the numbers on your keyboard or by using the dial pad in the view. When you have typed in the number, click the “Make a Call” button. If you are using a mobile or landline phone, you will have to accept the outgoing call from your phone (just like you would do it with an incoming call) before a callout to the number happens. The same goes for Puzzel’s softphone, where you also have to accept the call first.

Click-to-Call
Another way of doing an outgoing call is to click the phone numbers in user profiles or at the top of a ticket if a phone number is connected to the end-user. Click the number and you will see an option to call the number. Click this button and an outgoing call will be made to the number. Here you will also have to accept the call on either your phone or in Puzzel’s softphone before you actually call out.

From user profile
When an outbound call is made from the user profile a new ticket will be created.

From ticket
If an outbound call is made from inside an existing ticket, the ticket will be updated with an internal comment saying that an outbound call has been made and what number has been called.