Hello Zendesk Community,
I have integrated my Contact Center as an iframe inside Zendesk Support CRM by developing and installing a private application. Currently, I am using the trial version of Zendesk Support CRM.
Issue 1: "Call This Number" Option Disabled
- I have added a customer with a phone number in Zendesk.
- When I click on the phone number inside a ticket or customer profile, the "Call This Number" option is disabled.
- My goal is to trigger an event when a phone number is clicked so that I can capture the number and send it to my Contact Center for dialing.
- Is there any API, event listener, or configuration that allows me to enable this functionality?
Issue 2: Zendesk Talk Partner Redirection
- To troubleshoot the above issue, I installed the trial version of Zendesk Talk Partner.
- After enabling it, the "Call This Number" option became available.
- However, clicking on it redirects to the Zendesk Talk Partner app instead of my Contact Center.
- I need Zendesk to send the phone number to my Contact Center for dialing instead of launching Zendesk Talk.
- Is there any way to override this behavior so that calls are handled by my private app?
Expected Behavior:
- When clicking a phone number, an event should be triggered with the phone number in the payload.
- My private app (embedded iframe Contact Center) should capture the event and pass the number to my Contact Center for dialing.
- The default behavior of opening Zendesk Talk should be bypassed.
Questions for the Community:
- How can I enable "Call This Number" in Zendesk without using Zendesk Talk?
- Is there a way to listen for the phone number click event inside my private app?
- Can I override the default dialing behavior in Zendesk to integrate with my own Contact Center?
- Is this functionality restricted in the trial version? Would the full version allow customization?
I’d really appreciate any insights, workarounds, or documentation references!
Thanks in advance! 🚀
Best Regards,
Sharjeel Akram
Junior Software Engineer
