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Mitel for Zendesk


  • Cloud-based UC tool embedded within a Zendesk top bar application Sage ACT! is a customer/contact management system
  • Browser and desktop platform agnostic (Windows, Mac, Linux)
  • Mitel Call Control embedded within Zendesk – answer, disconnect, transfer, conference, hold
  • Automatic creation and display of Zendesk tickets
  • Mitel call information embedded in Zendesk ticket fields allowing for post-processing by Zendesk reporting tools
  • Click-to-play call audio recordings automatically embedded in Zendesk tickets (for customers who have deployed Mitel Call Recorder)
  • Mitel Directory Integration with real-time telephony presence
  • Click to dial from within Zendesk user or ticket records
  • Embedded Mitel Call Handling Mode control
  • Workgroup Agent status control


Target Customers
Any company using Mitel (Version 13 and higher) and Zendesk (New and not Classic Edition)

ShoreTel for Zendesk
ShoreTel Connect OnSite
ShoreTel Connect Cloud


  • Improve Customer Service
  • Increase agent productivity and shorten response times
  • Leverage integrated analytics to refine business processes
  • Rich, integrated communications from a single application