Settings in PureCloud for Zendesk


Note: This article applies to PureCloud for Zendesk.

A feature described on this page is coming soon. For more information, see the release notes.

You can configure both global and feature-specific settings in PureCloud for Zendesk.

Global settings

When you first install PureCloud for Zendesk, the integration prompts you to configure global settings. After installation, you can modify these settings under General Settings and App Configuration. To access these sections, click Admin , Manage, and the PureCloud app.

  • General Settings

    This section allows you to change the display name for the app and restrict the use of the app to certain roles or groups.

  • App Configuration

    This section allows you to change your PureCloud environment.

For more information about these settings, see Install PureCloud for Zendesk.

Feature-specific settings

After installation, you can configure feature-specific settings.

  • App Configuration

    This section allows you to configure basic settings such as the PureCloud environment, server-side logging, and the login window.

  • Interaction Details

    This section allows you to modify the information that appears on interactions by adding, deleting, or reordering interaction attributes.

  • Interaction Logging

    This section allows you to configure interaction logging and attribute mappings. 

  • New Ticket Configuration

    This section allows you to configure the information that appears on new tickets by adding interaction attributes and mapping them to ticket fields.

  • Outbound Interactions

    This section allows you to enable configurable caller ID and set a default SMS country code on outbound interactions.

  • Search Settings

    This section allows you to select the primary phone field that the integration uses for certain actions and to configure how the integration searches PureCloud and Zendesk. 

For more information about the integration, see About PureCloud for Zendesk.