Installation

1. Install the App from the Zendesk store. Note: applications other than the Zendesk Talk application, e.g. Amazon Connect Zendesk Integration, are not currently supported.
2. Create a new API token from Zendesk https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token-
3. Register the API token at https://www.intelligentvoice.com/register/ with:
   • Your new Zendesk API token from Zendesk
   • Your Zendesk subdomain: subdomain.zendesk.com
   • An email address of a Talk Agent who must be an Admin or have sufficient privileges to read and comment on all the Zendesk Talk tickets

4. If you require Call Transcripts to be displayed in the Support Tickets, email support@intelligentvoice.com to let us know
5. Check that you have received an email from support@intelligentvoice.com within 48 hours: “Thank you for registering for Intelligent Voice transcription with PCI redaction”
6. Once you have received the email from support@intelligentvoice.com, double-check with Zendesk that the API token is registered there

Configuration

1. If not all Talk agents handle PCI in English, restrict the Application’s Trigger to the Zendesk Group or Zendesk Groups. Details are provided here https://intelligentvoicesupport.zendesk.com/knowledge/articles/360009266593/en-us?brand_id=114094675073&return_to=%2Fhc%2Fen-us%2Farticles%2F360009266593
2. If not all your Zendesk Support agents are also Zendesk Talk agents, or not all your Talk agents handle Payment Card Information in English, restrict the billing accordingly. This is done by restricting the App to one or more Zendesk Groups, with the Zendesk Group or Groups containing only Talk agents who handle PCI in English.
3. For the Talk Agent whose email address was used to register the API token at https://www.intelligentvoice.com/register/, update your Joiners, Movers & Leavers process to ensure that if that Talk Agent does leave your company, you update your registration with the email address of a different Talk Agent, who must be an Admin or have sufficient privileges to read and comment on all the Zendesk Talk tickets.
4. If the email address of a named employee was used when registering the credit card payment details, update your Joiners, Movers & Leavers process to ensure that if they leave your company, you update your registration with a new email address.
5. As a belt and braces check, to comply with PCI DSS rules, we recommend you configure Zendesk Talk to automatically delete the original recordings after the minimum available retention period, which is 1 day: https://support.zendesk.com/hc/en-us/articles/213857708-Managing-call-recording-options-in-Talk#topic_slb_kwv_bkb
6. If you require workflows for redaction or / and non-detection of PCI in English, you can create custom Zendesk Triggers accordingly:
   • A post-redaction workflow trigger should look for a comment on the Support ticket:
     [Intelligent Voice redacted possible PCI data in this recording]
   • A non-detection workflow trigger should look for a comment on the Support ticket:
     [Intelligent Voice scanned this recording for PCI data]
   • For information on Zendesk triggers see https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work
7. If Payment Card Information in English is sometimes left in Voicemails, there is an additional configuration step detailed here: https://intelligentvoicesupport.zendesk.com/knowledge/articles/360006524774/en-us?brand_id=114094675073&return_to=%2Fhc%2Fen-us%2Farticles%2F360006524774

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