Nautilus Talk integrates cloud-based phone functionality directly into Zendesk's agent dashboard, enabling agents to place and receive calls while managing tickets in a single interface. The app supports call recordings with playback accessible on tickets, automatic ticket creation or updates from incoming calls, and porting of existing phone numbers (for Singapore and Australia). Support teams benefit from unified omnichannel management that maintains customer context across voice and ticket interactions.
Vendor Description
"Available to all customers on Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing". Nautilus Talk is a powerful phone integration that adds the calling part into the customer journey. Learn more at https://nautilus-network.com/plans/nautilus-talk/
MANAGE CALLS AND TICKETS IN ONE PLACE Place and receive calls using Nautilus’ feature rich contact center solution while you manage tickets on the same page.
USE YOUR MAINLINE ON ZENDESK With Nautilus Talk, you can either port your existing number to be used on Zendesk or get a new portable number from us. Only applicable to Singapore and Australian numbers.
CALL RECORDINGS View call details and playback recordings on the ticket, while keeping team members in the loop without losing context.
CUSTOMER JOURNEY INSIGHTS Choose to work on open tickets or trigger a new ticket when a call comes in. After the call ends, the interaction history automatically updates.
Installation
Installation Guide
First, we will input the reporting portal URL into Nautilus PBX Server URL Then, key in the default group ID into your Zendesk Ticket group ID. After that’s done, enter the default brand ID into your Zendesk Brand ID. Next, type the default form ID into Zendesk Ticket Form ID. Finally, click “Install” to begin the installation process.
To allow agent to enter auth token : 1. on admin center go to People > configuration > user field 2. add 'text' field 3. Display name - Nautilus User Auth Token 4. field key - nautilususerauth_token 5. save
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