Expected behavior? Zendesk ticket creation

[AndreasHD]

Hi,

When a caller calls in, their name shows up in 3cx (expected) and the receiver is directed to Zendesk (also expected).
But the ticket, relating to the actual call isn't created before the call has ended. Which means, that the supporter can't take notes and so forth related to the call in the ticket that is creating before AFTER the actual call.
This does not seem smart, is this a config within ZenDesk or something within 3cx that can to be changed?

 

[Evolute IT]

This is the default behavior of the integration. To change that you would need to create your own version of the template.

We also offer a prebuilt Zendesk integration that does this and more.

 

[TheodorosG_3CX]

This is an expected behavior as the call journal will also report the whole call duration.