Exotel Telephony app for Zendesk

Description

Exotel Telephony & SMS for Zendesk enables support teams to manage customer communication directly from Zendesk. Agents can make and receive calls, send SMS using predefined templates, and automatically log all interactions within tickets—eliminating the need to switch between tools.

With real-time call popups, smart ticket linking, and built-in SMS capabilities, agents can respond faster and maintain complete communication history in one place.

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🚀 Key Features

📞 Calling
• One-click outbound calling from Zendesk tickets
• Incoming call popups with customer details
• Link calls to existing tickets or create new ones
• Automatic call logging with duration, status, and recording links

💬 SMS Messaging
• Send SMS directly from Zendesk tickets
• Use predefined templates for quick responses
• Create and manage SMS templates from within the app
• Automatically log SMS history in tickets

📊 Activity Tracking
• View recent calls and SMS in the sidebar
• Store last 5 interactions in Zendesk custom fields
• Maintain full history in Google Sheets for reporting

⚡ Smart Automation
• Auto-create tickets for missed or unattended calls
• Real-time call event tracking
• Seamless integration with Exotel APIs

🔐 Secure & Reliable
• OAuth-based Zendesk authentication
• Encrypted credential storage
• Secure API communication
• Built with scalability and reliability in mind

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🎯 Benefits

• Improve agent productivity with a unified interface
• Reduce response time with instant call and SMS actions
• Maintain complete customer communication history
• Eliminate manual logging and errors

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🔧 Setup Requirements

• Exotel account (SID, API Key, Token)
• Zendesk Support account

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📩 Support

For setup or support, contact: [Support Email]