Zendesk-3CX Integration & Optimization

Our technical customer service team already lives inside Zendesk for ticket creation and answers calls through 3CX, but the two platforms are still working in parallel rather than as one. I need you to connect them so that every phone interaction instantly creates or updates a ticket, pushes caller details to the agent screen, and logs the full call record—audio and metadata—without manual copy-and-paste.

My core objective is to streamline our customer service processes, with a special focus on the agent workflow. That means:

• Automatic ticket assignment based on caller ID, IVR selection, or queue
• A single, unified communication interface inside Zendesk where agents can answer, transfer, and wrap up calls while seeing the full customer history
• Reliable performance tracking and reporting that pulls 3CX call metrics straight into Zendesk’s analytics dashboards

Once the integration is stable I’d like to keep working together to audit and improve the Knowledge Centre, refine the website BOT, and experiment with Zendesk’s embedded AI tools, so clean, well-documented code and configuration notes are essential.

Deliverables I will use to sign off the first milestone:
1. Fully operational 3CX–Zendesk integration on our production instance, tested with at least five live calls in each major queue.
2. Documentation covering setup steps, API keys, and how to add new queues or agents.
3. A brief performance report showing that automatic ticket assignment, screen-pop, and call logging all run without errors for a full business day.

If you’ve completed similar telephony–help-desk integrations and can jump straight into 3CX APIs, Zendesk apps, or middleware like Zapier/Make/Tray.io, I’d love to start right away.