Voice by Mendster
The Webex calling panel inside Zendesk — take and make calls, and land every call on the right ticket without leaving your workspace.
How it works
The panel lives behind the phone icon in Zendesk's top bar. The audio itself always runs through Webex — your desk phone or the Webex app — so nothing here can drop a live call.
Calls
Ring and connect on your Webex device. The panel shows and controls them.
Tickets
Every call can be attached to a Zendesk ticket — automatically, or by you — and the call's details, recording, transcript and summary post there by themselves.
Screen pop
The popover opens on its own when a call comes in, so you don't need to keep it open.
Where to start
New here? Start with Getting connected in the sidebar, then Dialpad & calling out.
Getting started
Getting connected
One-time setup (and occasionally after long breaks): the panel needs permission to control your Webex line.
- Press Connect Webex. A Webex sign-in opens in a new tab — sign in with your work account and approve.
- Back in the panel, it flips to connected on its own; if it doesn't, press Refresh connection.
- You stay connected across days and server updates. If calls ever stop appearing, this screen coming back is the tell — just reconnect.
Getting started
Status, device & settings
The strip at the top of the panel is always visible.
- ● ONLINE — your availability. Click it to toggle between Available and Do Not Disturb. It shows ● BUSY automatically while you're on a call.
- Device selector — which device answers and places your calls. Auto picks for you: your desk phone on weekdays (in the office), the Webex app at weekends (working from home). Pick a specific device to override; your choice is remembered.
- ⚙ Settings — opens the panel settings, below.
Settings
- Auto-create ticket — on by default. When you answer an inbound call, a ticket is created and linked for you the moment you pick up. Turn it off if you prefer to choose a ticket yourself on each call.
- Ringtone — whether the panel plays a ring sound on incoming calls (your phone/app still rings either way).
- Disconnect Webex — unlinks your Webex account (for switching accounts). Reconnect via the previous page.
Making & taking calls
History
Your recent calls — inbound, outbound and missed — grouped by day. Names come from Zendesk's customer match (or the internal directory for colleagues and store lines).
- Direction icon — ↙ inbound (blue), ↗ outbound (green), missed shows in red.
- 📞 (green) — call this number back.
- Ticket chip (e.g. #20392) — the ticket this call lives on. Click to open it as a tab in your current Zendesk view.
- + Create Ticket — for calls that never got a ticket: creates one, links the call, and the call's notes are posted to it retroactively.
History is unified from Webex and the panel's own records — outbound and click-to-dial calls appear here even when Webex's own history misses them.
Making & taking calls
Dialpad & calling out
Type or paste a number (or use the keys), then press the green button. Before you dial, you can decide where the call's notes should go — that's the ticket picker under the number.
The ticket picker
- No Ticket — default. Dial now, decide about tickets during the call.
- New Ticket — a fresh ticket is created automatically the moment the call is answered ("Webex call to …"). If the call never connects, no ticket is made.
- Ticket # — attach a specific existing ticket. Type its number and press the 🔍 button (or Enter).
Attaching a ticket by number
- A found ticket replaces the field with a chip — number, subject and status at a glance. Press ✕ to detach it.
- Closed tickets are refused on the spot (notes can never be added to closed tickets). Solved tickets attach with an amber heads-up.
- Pressing the green call button with a chip attached asks you to confirm: Call & link, Call without linking, or Cancel. No Ticket / New Ticket dial immediately — no pop-up.
Click-to-call from a ticket does this for you: press Call in a ticket's reply box and the dialpad opens with the number and that ticket already attached as a chip.
Making & taking calls
Contacts & speed dial
- Search colleagues and store lines by name or email — results appear as you type (two letters is enough; no need to press Enter).
- 📞 dials the person's number or extension.
- ★ pins them to Speed Dial, which is what you see before you search. Star again to unpin.
Making & taking calls
Incoming calls
When a call rings your line, the popover opens by itself with the caller's name (matched from Zendesk) and number.
- Answer on — choose which device picks up this call, if you don't want the default.
- 🟢 Answer / 🔴 Decline — your phone or app connects the audio.
- With Auto-create ticket on, answering creates and links a ticket instantly — and opens it as a tab in your Zendesk view so you can start typing.
Making & taking calls
During a call
The in-call view has two tabs — Call Actions and Ticket — plus the always-visible controls at the bottom.
Call Actions
- Mute — mutes your microphone (stays in step with muting on the device itself).
- Keypad — send digits to phone menus ("press 2 for…").
- Note — jump straight to the ticket note.
Bottom controls
- Hold / Resume — the caller hears hold music.
- 🔴 Hang up — ends the call.
- Transfer — opens the transfer form: enter a number or extension and confirm to send the call there.
Tickets
Getting the call onto a ticket
If the call isn't on a ticket yet, the Ticket tab is a menu of the four ways to fix that. Whichever route you take, you always see a confirmation with the ticket's number, status, subject and requester before anything is linked.
- + Create a New Ticket — new ticket for this call, linked immediately.
- 🎫 Link to current ticket #N — one click to link the ticket you're looking at in Zendesk right now. The number follows you live as you switch ticket tabs; it only appears when you have a ticket open.
- # Link by ticket number — when the customer quotes a reference from a different number or channel.
- 🕘 View past tickets (n) — the caller's previous tickets, matched by their phone number.
Link by ticket number
- Type the number — the lookup runs by itself and shows a preview chip (subject + status).
- Press Link #N under the preview, confirm, done.
- Closed tickets are blocked here too; solved ones warn in amber on the confirmation.
- ← Back returns to the menu.
Past tickets
- Full-width cards, newest first: number, subject, status and last-updated date.
- View opens the ticket in Zendesk so you can read it first; Link confirms and links it.
- Closed tickets show greyed-out Link — they can't take call notes.
Tickets
Once a ticket is linked
- The Ticket tab shows the linked ticket — click its number to open it in Zendesk.
- Notes box — jot the conversation down as you go; Save Note to Ticket posts it to the ticket (it also lands in the automatic call summary note).
- Unlink ticket — detach and pick a different one; nothing already posted is removed.
Everything else is automatic from here — call details, recording, transcript and summary post to this ticket after the call.
Tickets
When the call ends
- The wrap-up screen stays open so you can finish up: it's the same ticket menu (or the linked ticket's note box) — you can still create or link a ticket after hanging up, and the call's notes will follow it.
- Redial — call the same person back.
- Close — dismiss the wrap-up.
Reference
What happens automatically
The panel's job is to make the paperwork disappear. Here's everything it does without being asked:
| Automation | What happens |
|---|---|
| Screen pop | The popover opens by itself when a call rings your line, showing the caller matched against Zendesk customers. |
| Ticket on answer setting | With Auto-create ticket on, answering an inbound call creates a ticket, assigns it to you, links the call, and opens the ticket as a tab in your current Zendesk view. |
| New Ticket dial option | An outbound call dialed with New Ticket selected gets its ticket the moment the other side answers — never for unanswered calls. |
| Call details note | Shortly after every ticketed call ends: an internal note with who called whom, who answered/placed it, times, your wrap-up note, and a View link to the Webex recording. |
| Transcript & summary | When Webex finishes processing (typically a few minutes): the full transcript and an AI summary with action points, posted as internal notes. Short or poor-audio calls may get a "no transcript available" note instead. |
| Click-to-call | Press Call in a ticket's reply box: the dialpad opens pre-filled with the number and that ticket attached as a chip — dial, confirm, and the notes land on the right ticket. |
| Current-ticket tracking | The Link to current ticket #N button follows whichever ticket tab you're viewing, live, during a call. |
| Auto device (time-of-week) | Device on Auto: weekday calls use your desk phone, weekend calls the Webex app. Your explicit choice always wins. |
| Caller matching | Phone numbers are matched to Zendesk customers for names, requesters on new tickets, and the past-tickets list. |
Why closed tickets are blocked: Zendesk closed tickets are read-only — notes posted to them would vanish. The panel refuses the link up front instead of failing silently later. Solved tickets accept notes, hence the amber warning rather than a block.
Reference
Messages you might see
If something looks off, here's what it means and what to do about it.
| Message | What it means |
|---|---|
| "No ticket #N found" | That ticket number doesn't exist — check the reference. |
| "This ticket is closed and can't be added." | Closed tickets are read-only in Zendesk. Link a different ticket or create a new one. |
| "Can't verify ticket right now" | The ticket lookup didn't respond (or too many lookups at once). Wait a moment and try again — you can always dial without a ticket and link during the call. |
| "Agent has not connected Webex" | Your Webex link has lapsed — reconnect from the panel. |
| Your device keeps ringing after click-to-dial | The auto-answer of your own leg didn't take — just pick up on the device; the call continues normally. |
| "The Zendesk ticket appears here once Webex syncs this call." | The call is still registering in the background — give it a couple of seconds and try again. |