Relatel af Available

Available to all Relatel users on a Zendesk Suite plan or Relatel users with Support + Talk Partner Edition. Learn more about Relatel here and Zendesk plans here.

Integrate your Relatel calls with Zendesk and improve agent response time!

With the Relatel app your support agents save valuable time by having a quick and clear overview of every incoming and outgoing call.

The top bar app will automatically open incoming and outgoing calls, showing the caller name, organisation and phone number of existing users in your Zendesk Support - as well as their tickets. Click on a ticket to add an internal note with call details including customer phone number, time of the call, call duration and a "Relatel"-tag. Or create a new ticket and profile for new customers with a single click!

Key features:

• Automatically finds a customer based on the phone number

• Name and organisation at a glance

• Quick access to customer profile by clicking their name

• One click to create a new ticket with call details

• One click to add call details to an existing ticket

• Call a customer by clicking their phone number in the user sidebar or ticket editor

Data Security and Privacy

Data Handling and Security: This app processes customer data to provide call integration functionality between Relatel and Zendesk. We are committed to protecting your data and maintaining the highest security standards:

• Data Processing: Customer data (phone numbers, names, emails, call timestamps, call duration, employee information) is processed solely for call integration and ticket management functionality
• Data Storage: The app frontend is hosted on Firebase Hosting, while backend services run on Google Cloud Run. Customer data is primarily stored within your Zendesk instance
• External API Integration: The app integrates with Relatel API (for call data) and Proventic API (for authentication) using OAuth tokens. All API communications use secure HTTPS protocols
• Access Control: Data access is restricted to authorized Zendesk users within your organization through Zendesk's built-in authentication system
• Data Encryption: All data transmission uses industry-standard encryption protocols (HTTPS/TLS)
• Compliance: We adhere to Zendesk's Developer Terms and maintain compliance with applicable data protection regulations including GDPR
• No Data Misuse: Customer data is never used for purposes other than the intended app functionality and is never shared with unauthorized third parties
• Data Retention: Data is retained only as long as necessary for the app's functionality and in accordance with your Zendesk data retention policies
• Third-Party Services: The app uses Firebase Hosting for frontend delivery and Google Cloud Run for backend services, both of which maintain enterprise-grade security standards

For more information about our data handling practices, please refer to the Zendesk Developer Terms.

Any questions or feedback?

Please feel free to contact us at https://support.available.dk/.

You can make feature requests on our support site. Any feedback is greatly appreciated.