3CX - Zendesk integration

[a.confalonieri]

Good morning,
for a client of ours we have enabled 3CX integration with Zendesk. The 3CX PRO PBX is installed on one of our VMs in the cloud and is updated to the latest version (18.0 Update 7 Build 312).
The integration seems to be working, the Test on 3CX is successful (This is the result: CRM integration works but the contact number does not exist. Check the error log for more information or try a different number).

The problem is that on Zendesk the ticket is not opened. Is there a log on 3CX where I can see if the PBX sends the communication to CRM?

Thanks

Stefano

 

[TheodorosG_3CX]

The test button in the CRM configuration will only test the connection and check if there is any result returned from the CRM upon contact lookup.
Have you tested it with a normal inbound call?

 

[a.confalonieri]

Yes we have been testing calls, on Zendesk however the ticket is not opened. So to rule out that it is a 3cx problem I wanted to know if there is a log where I can see if the integration is active and the contact goes to crm.

 

[TheodorosG_3CX]

You will need first to set the PBX in verbose under Dashboard<<Activity log
Then please restart the PBX services, make the test calls and check the system service log file.

 

[edossantos]

@a.confalonieri, maybe you're expecting something that the integration doesn't provide. You say that the ticket is not opened, but 3CX will not open a ticket on an inbound call. The integration will bring you the contact details on an inbound call, and launch the contact record in Zendesk. Then, when the call ends, it will be logged as a ticket in Zendesk.