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Switchvox - Zendesk Configuration Guide

Switchvox - Zendesk Configuration Guide

Table of Contents

This page describes how to configure and use the Switchvox app for Zendesk. The integration lets agents handle Switchvox calls directly from Zendesk, so they can focus on resolving customer issues instead of juggling multiple tools.

This page mainly provides information on how to configure Zendesk with Switchvox

Overview

The Switchvox for Zendesk app embeds Switchvox call controls and call logs inside the Zendesk interface. Agents can:

  • Place and receive calls

  • Automatically view or create Zendesk users and tickets from caller ID

  • See recent call logs

  • Manage their Switchvox status and queue membership

Availability
The app is available only to agents with “Talk – Partner Edition” seats (see http://zendesk.com/talk/pricing ).


Prerequisites

Before configuring the integration, ensure the following:

  • A valid Zendesk account (with administrator access to install apps).

  • A Switchvox server with an active subscription.

  • A phone extension on a Switchvox system:

    • Switchvox Cloud service or

    • Switchvox premises system, version 6.6.0.2 or later.

  • Network access between Zendesk and the Switchvox server (hostname/IP reachable).

Features

Call Handling

With the Switchvox app installed in Zendesk, agents can:

  • Dial from Zendesk
    Click-to-call a user’s phone number directly from a Zendesk page.

  • Automatic user display on incoming calls
    For incoming calls, Zendesk automatically displays the user record based on the caller ID (if one exists).

  • Create users and tickets from the caller ID
    If there is no matching user, agents can quickly create a new Zendesk user and ticket from the caller ID.

  • View Switchvox Call Log
    Access call logs, including caller ID, date/time, and call duration, from within Zendesk.

Setup & Administration

Admins and users can:

  • Easily set up Zendesk for a Switchvox extension
    Configure which Switchvox hostname and extensions are used by the app.

  • Manage queues & status
    Log in and out of queues and change Switchvox Status directly from inside Zendesk.

 Configuration Overview

Configuring Switchvox in Zendesk consists of two main steps:

  1. Install the Switchvox app in Zendesk

  2. Log in and use the app as an agent

 Install the Switchvox App in Zendesk

Step 1: Sign in as a Zendesk Administrator

  1. Sign in to Zendesk with an administrator account.

  2. Navigate to Admin Center.

    image-20251125-062026.png

     

Step 2: Open the Zendesk Marketplace

  1. In Admin Center, go to Apps and integrations.

  2. Under Apps, click Zendesk Support apps in the left navigation bar.

  3. On the upper-right corner of the page, click Marketplace (next to Upload private app).

    image-20251125-062839.png

     

Step 3: Locate the Switchvox App

  1. In the Marketplace tab that opens, use the search bar to look for “Switchvox”.

  2. Click on the Switchvox app from the search results to open its app page.

    image-20251125-063227.png

     

Step 4: Start the Installation

  1. On the Switchvox app page, click Install.

  2. A pop-up appears asking you to select the Zendesk account where the app will be installed.

  3. Select the appropriate account and click Install again.

    image-20251125-063700.png

     

    image-20251125-063716.png

     

Step 5: Configure the App

  1. After clicking Install, you’ll be taken to the app configuration page.

  2. In the Switchvox Hostname field, enter the hostname or IP address of your Switchvox server.

  3. Configure any additional options such as:

    • Which roles or groups should have access to the app

    • Any other visibility or app-specific settings required by your environment

  4. Click Install to complete the configuration.

    image-20251125-064058.png

     

Step 6: Verify Installation

  1. After installation, go back to Admin Center → Apps and integrations → Zendesk Support apps.

  2. Confirm that the Switchvox app appears in the list of Enabled apps.

    image-20251125-064301.png

     

This completes the installation process.

Using the Switchvox App in Zendesk

Step 1: Log in as an Agent

  1. Sign in to your Zendesk agent account.

  2. If the Switchvox app has been installed and enabled, you’ll see the Switchvox for Zendesk icon in the navigation bar on the right side of the Zendesk interface.

    image-20251125-064750.png

     

Step 2: Open the Switchvox App

  1. Click the Switchvox app icon.

  2. A login panel for Switchvox will appear.

Step 3: Sign in to Switchvox

  1. Enter your Switchvox extension.

  2. Enter your Switchvox login password.

  3. Click Sign In.

    image-20251125-065305.png

     

Step 4: Start Using the Integration

Once logged in, the app will show as connected to your Switchvox extension. You can now:

  • Place calls from within Zendesk (click-to-call)

  • See pop-ups or related user records on incoming calls

  • Quickly create new users and tickets when caller ID is not recognized

  • View your Switchvox call log

  • Log in/out of queues

  • Change your Switchvox status as needed

    image-20251125-065423.png

 Sample Switchvox Plugin Videos

Switchvox Plugin Installation and Configuration On Zendesk

Switchvox_Plugin_Installation_and_Configuration_On_Zendesk_Video.mp4

 Switchvox Plugin Login and Functionality On Zendesk

Switchvox_Plugin_Login_and_Functionality_On_Zendesk_Video.mp4

 Troubleshooting & Notes

Agents can’t see the Switchvox app icon

  • Verify that the Switchvox app is installed and enabled.

  • Confirm that the app is visible to the agent’s role and/or group in the app’s configuration.

Login failures in the Switchvox app

  • Confirm the Switchvox hostname/IP is entered correctly in the app configuration.

  • Verify that the agent’s extension and password are correct and active on the Switchvox system.

Version requirements

  • Ensure your Switchvox system is running version 6.6.0.2 or later and has an active subscription.

Chrome “Failed to Fetch” Error (Chrome 142+)

If agents see a “Failed to fetch” error in Chrome version 142 and above when using the Switchvox Zendesk app:

image-20251125-070915.png

  • Root cause
    These Chrome versions introduce stricter CORS / Private Network Access (PNA) enforcement. When the Switchvox server is accessed via a local/private IP address on the LAN from the Zendesk app, Chrome treats this as a public → private network request and blocks the Zendesk app’s API calls before they reach the Switchvox API. As a result, the Switchvox–Zendesk integration does not function as expected in this scenario.

  • Cloud / publicly hosted Switchvox
    Ensure the Switchvox system is running version 8.3.1 or later, which includes a fix for this behavior when Switchvox is hosted on a public/cloud endpoint.

  • On-prem / private-network Switchvox
    For Switchvox systems that are only reachable on an internal/private network, the blocking is due to Chrome’s PNA rules and must ultimately be addressed on the Zendesk / browser side. Also, please ensure the Switchvox system is running version 8.3.1 or later.

    For more details and current status, refer to(status as of 25 Nov 2025):
    https://docs.google.com/document/d/1QQkqehw8umtAgz5z0um7THx-aoU251p705FbIQjDuGs/edit?tab=t.0#heading=h.v8oobsqxbxxy