CRM integration not opening contact / ticket

[alexfrenchchg]

We've set up CRM integration using the default Zendesk template. It's working mostly fine in that it opens a new tab displaying the contact in Zendesk and it creates a ticket, however, the ticket is not shown in the Zendesk view so a browser refresh is needed to bring it up (not good).

Any ideas on how to resolve this? What are other people doing?

One agent we have tried so far does not appear to try to open the CRM at all.

We have enabled pop-ups for the 3CX web client site and enabled integration in the settings. Nothing in the developer browser console to indicate an issue. Again, I'd be grateful for any pointers from others who may have experienced this and found a solution.

Thanks.
Alex

 

[edossantos]

the ticket is not shown in the Zendesk view so a browser refresh is needed to bring it up (not good).

We use the API provided by Zendesk to create the ticket. If the UI is not automatically updated, it's a Zendesk issue. You should check with them for solutions on this.

One agent we have tried so far does not appear to try to open the CRM at all.

The integration is working for other users but not for this one? Do you see the calling contact name on the toaster shown when you receive a call in the Web Client? Do you see the calling contact being synchronized to 3CX Contacts?

When you want to troubleshoot CRM integration issues, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call and check the 3cxSystemService.log file, which will contain all the interactions between 3CX and the CRM. Any issue should be visible there.

 

[alexfrenchchg]

Thanks Ernesto. We seem to have resolved the second part.

On my first point, that the ticket is not appearing when Zendesk is opened, the flow of the integration is as follows: the agent answers the call; the contact is matched or created; a ticket is created for that contact.

A new tab is then opened in the browser at the Zendesk URL for the new/matched contact using https://[Domain].zendesk.com/agent/users/[Id].

What would be more useful than opening the contact would be the option to open the ticket in Zendesk using the URL https://[Domain].zendesk.com/agent/tickets/[ticketid].

I looked into setting up a custom CRM template to do the above, however, I believe that the ticket ID returned by Zendesk is not available to me to insert into a custom URL?

 

[edossantos]

The problem is that 3CX will create the ticket when the call ends, not when the agent receives it. So you don't have the Ticket ID when you need it...

 

[alexfrenchchg]

Hi Ernesto

Thanks for the clarification. Given in every call centre that I can imagine that the agent will be wanting to make their notes about the call during the call, avoiding additional wrap up time as much as possible, this appears to be the wrong implementation - the ticket needs to be created at the time the call is answered.

 

[edossantos]

Thanks for the clarification. Given in every call centre that I can imagine that the agent will be wanting to make their notes about the call during the call, avoiding additional wrap up time as much as possible, this appears to be the wrong implementation - the ticket needs to be created at the time the call is answered.

I agree with you, in some cases it would be better to create it when the call starts. Unfortunately this is not possible at the moment.