How to integrate 3CX with Zendesk?

1. Install 3CX integration by OAPPS from the Zendesk Marketplace.

2. Click on the 3CX icon on the left panel and complete the authorization by clicking "Grant Permissions":

3. Click "Allow" in the pop-up window.

4. On the next step you'll asked to:

    4.1. Enter your 3CX URL including port (without the rest "/webapi/admin"). It can be found here:

   4.2. Paste your WebAPIToken. It can be found inside your 3CX account in Files > AuthKeys.csv.

    Note: by default, the WebAPIToken is the same for all users. So we highly recommend changing it a bit, at least a few letters and numbers:

    4.3. Copy the code inside the app and paste it inside your 3CX account > Files > TCXWebAPI.ini

    Note: the copied code should be pasted instead of the highlighted text (not in the random place).

Restart the service after the changes (so that they are accepted).

4.4. If you want to use mp3 recordings of your calls, you need to allow your agents' IP addresses to access them. This involves editing the AllowedIP.txt file. Just add your specific IP addresses there or use this example to allow access to any IP in the world. Don't forget to restart the service after any changes.

After that, when the step 4 is completed, click "Verify" in the our app settings.

5. Choose the extension for the agent from the drop-down list:

Then click on "Update Extensions"

6. You can configure a few additional options:

Remember to save the settings at the end.

7. For the MakeCall feature to work correctly with 3CX PBX v20, you will also need to make some changes to the outbound rules, which you can find under the Administration/Outbound Rules page in your 3CX Admin Console.

You need to add at least one outbound rule without any department set:

Click Add and create a rule with empty departments:

Finally click Save.

Should you have any questions, please feel free to reach our support.