Why would I use RingCentral Integration instead of Zendesk Talk? | Community
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Why would I use RingCentral Integration instead of Zendesk Talk?

  • August 2, 2022
  • 3 replies
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D

I'm working through a Zendesk implementation at my company. We already have a RingCentral implementation, primarily used to queue calls.

I'm unsure if I should pursue the Zendesk - RingCentral integration available through the Marketplace, or simply use Zendesk Talk instead. What would be the pros and cons of RingCentral Integration vs. using Zendesk Talk. I see this as a potential opportunity to drop the RingCentral licenses. 

 

Ideally, I would like to maintain the same contact number that currently routes through RingCentral. I am assuming that moving to Zendesk talk would mean a new phone number.

    3 replies

    Shannon25
    • Shannon25
    • August 9, 2022
    Hi Doug! Welcome to the Community! 

    The pros and cons of using Zendest Talk over the RingCentral integration are mainly based on preference. RingCentral integration does require the additional purchase of our Talk Partner Edition add-on and is considered a third-party integration. Whereas Talk is included in Suite plan pricing. Also, we can provide support as it is a Zendesk product. 
     
    You can certainly purchase new numbers when switching over to Talk. However, if the concern is losing the existing RingCentral number(s) you may want to consider porting over the number(s) to Talk. That way your numbers, call functionality, and billing are all managed within the same place. For more information on the porting process, check out the article: Porting numbers for Zendesk Talk. 
     
    Hope that helps! 
    D
    • Doug14
    • Author
    • October 12, 2022

    Will RingCentral pull up a user when the caller ID matches a phone number? Also, will RingCentral attach call recordings to a ticket as does Zendesk Talk?

    Shannon25
    • Shannon25
    • October 14, 2022
    Hi again Doug! Thanks for your reply. 

    Based on the features outlined in the app's settings here: RingCentral App, it appears the integration does associate calls with existing users. Also, RingCentral call recordings will be applied to tickets created in Zendesk. 

    If you would like more information on the features or expected functionality of the integration, we recommend reaching out to RingCentral directly. 
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