Creating a ticket in Zendesk during the Inbound or Outbound call

[Kyle LI]

Hi ZD community,

I'd like to realize whether creating a ticket in Zendesk during the Inbound or Outbound call. Even if there's no record(), it would be fine. So is it available to be successful?
Thanks in advance~

 

[edossantos]

Hi ZD community,

I'd like to realize whether creating a ticket in Zendesk during the Inbound or Outbound call. Even if there's no record(), it would be fine. So is it available to be successful?
Thanks in advance~

Not sure to understand what you need. Have you tried configuring the integration with Zendesk?
https://www.3cx.com/docs/zendesk-crm-integration/

This integration will automatically create a ticket when the call ends, containing the information of the call.

 

[Kyle LI]

Not sure to understand what you need. Have you tried configuring the integration with Zendesk?
https://www.3cx.com/docs/zendesk-crm-integration/

This integration will automatically create a ticket when the call ends, containing the information of the call.

Oops! Maybe I said more details for you. In general, scenarios is just like information you offered. However, I think whether this integration would automatically create a ticket with adjusting the XML file when the call started.

 

[edossantos]

No, the ticket is created when the call ends, not when it starts. The Call Journaling scenario is executed when the call ends.

When the call starts you have the contact lookup scenario, but you can't use it for contact creation because you have no warranty that it will be executed at all. For example, if you receive 2 calls from the same number in less than 10 minutes, the second call will take the contact details from cache, and the lookup is not triggered...