3CX - Zendesk Call Journaling

[it200]

Hello,

I am trying to implement the Zendesk integration like in this tutorial:
https://www.3cx.com/docs/zendesk-crm-integration/#h.fufki07ehefe

But i do not know where to find the Call Journaling option...
In Settings - CRM Integration the only thing displayed is the CRM Provider configuration, no other options like in the tutorial.

Thank you for your help!

 

[edossantos]

Hello Liviu Sima,

This is because you're in v15.5. The new features are available when you're running 3CX v16.

Kind regards.

 

[it200]

Thank you for your information! Will update soon and test it out.

 

[it200]

Hello Ernesto,

We upgraded to v16 and right now when we get a call, in Zendesk are created tickets for each agent logged in the queue. So, if they are 5 agents in the Queue - they all get a ticket, total 5 in Zendesk.
We set up the extension field for all of them.

Do you have a hint how to fix?

 

[edossantos]

Are you using a ring group with ring all strategy? Because in that case, all your agents will receive the call, and will log it as a missed call when they don't answer. If that's your case, you can:

1. Change the ring strategy to ring only 1 agent extension at a time, or use a queue instead.
2. Edit the template to create the call journaling entry only for answered calls.

Kind regards.

 

[it200]

We have a Call Queue with a Ring All strategy.
Even if the call is answered it creates a ticket for all the agents logged in the queue.

Is it a bug?

 

[edossantos]

When you have a ring all strategy configured, all your agents will receive the call, but only one of them will answer it. So, from the 3CX perspective, it's a missed call for all your agents, except the one who answered the call.

 

[it200]

Is there any possibility to configure the ticket creation just for the answered calls?

 

[edossantos]

This can't be configured. You would need to edit the template provided. You can check the CallType variable and skip the ReportCall scenario in case it's not answered.

 

[eRIGHT]

I am trying to set this up too.. but likewise. it raises duplicate tickets for all agents in either a que or a ring group.

not useful.

is there a plan to fix this, as it is not functional as-is.

 

[edossantos]

We're investigating this, if we find this to be a bug we will be providing a fix as soon as we can.

 

[Glen.c]

I'm evaluating 3CX for a current client who wants to use zendesk and is currently using thirdlane. we are thinking of moving them to 3CX because of the easy integration with zendesk but i've run into the same issue here, a ticket is raised for every agent in the queue in zendesk. Thats going to clog up zendesk pretty quick. Default behaviour should be to only create the ticket when the call is answered IMO.

How do i go about editing the template? It is not editable from the web GUI.

I've tried to create an xml file and upload it, it goes through the process but then never appears in the dropdown under "Select a CRM Solution ".

 

[edossantos]

This is a known issue we're aware of. When the call arrives to the agent through a queue, the call is registered as answered for every agent. We will provide a fix in a future update of 3CX.

 

[Glen.c]

Any idea when that fix will be implemented as i can see this being a show stopper for a client i would like to move to 3CX?

We currently sell thirdlane but after a look at 3CX we would like to start pushing your product instead.

 

[edossantos]

Any idea when that fix will be implemented as i can see this being a show stopper for a client i would like to move to 3CX?

I'm afraid this fix will not be included in Update 1, which is pretty close to get released. You will need to wait for Update 2.

 

[Glen.c]

So in one of your replies above you stated you could edit the template to create the call journaling entry only for answered calls. How do you go about this on the pro version (debian install)?

As i stated above: I've tried to create an xml file and upload it, it goes through the process but then never appears in the dropdown under "Select a CRM Solution" and the template is not editable from the web GUI

 

[edossantos]

You need to go to the 3CX Console > Settings > CRM Integration > view the template, copy the XML and paste it to a text file. Then edit the template considering the following:

1. You need to change the name to something else.
2. You need to change the Name attribute inside the template, to avoid issues when we release a new version (we could override your changes).

Then you need to press the Add button in that same page in order to upload your file.

Regarding the changes to avoid registering missed calls, you need to change the SkipIf expression from your ReportCall scenario as follows:

• Current value: SkipIf="[ReportCallEnabled]!=True"
• New value: SkipIf="[ReportCallEnabled]!=True||[CallType]==Missed"

 

[Glen.c]

Ok i've implemented the changes in the new template i created.

It is still creating tickets for calls that go unanswered to other agents in the queue.

Everyone gets a ticket and then the agent that answered the call gets assigned a new ticket ontop of that for the same call.

Example:-

2 agents in the queue
100
110

Call comes in from 0423456789

110 answers the call

An unassigned ticket is created for 100 as ticket #29
An unassigned ticket is created for 110 as ticket #29

A new ticket is also created for 110 as Assigned ticket #30

Any unanswered call gets a ticket created for every agent in the queue (whether the call gets answered by an agent or the caller just hangs up prior to anyone answering the call)

 

[edossantos]

The problem here is that, due to this bug, calls are registered as answered, not missed. That's why this skipif rule will not help.

This doesn't happen with Ring Groups, if that's an option for you...

Otherwise, you will need to wait for this issue to be fixed in Update 2, sorry.

 

[drumm]

The problem here is that, due to this bug, calls are registered as answered, not missed. That's why this skipif rule will not help.

This doesn't happen with Ring Groups, if that's an option for you...

Otherwise, you will need to wait for this issue to be fixed in Update 2, sorry.

Hello Ernesto, any news on when Update 2 will be available?