No standard Zendesk integration

[DAVIDSISQUES]

Hello,
We need to integrate 3CX with Zendesk so that contacts and tickets are created only when a call is answered in a specific queue (for example, queue 8001). For all other external calls, no action should be taken.


Could you please advise what alternatives or recommended approaches exist to achieve this requirement?


Thank you for your guidance.

 

[edossantos_sipcaller]

You will need to take the existing integration, and edit it to add the rules to skip the ticket creation when the call is not coming through that specific queue.

Maybe a possible way could be editing the Request inside the CreateCallActivity scenario, as follows:
<Request SkipIf="[QueueExtension]!=8001" Url="[Domain]/api/v2/tickets.json" RequestEncoding="Json" RequestType="Post" ResponseType="Json">

I think it's safe to remove the check for the existing variables, which is being done already in the ReportCall scenario.

 

[DAVIDSISQUES]

But is the QueueExtension parameter available? It does not appear in the <Parameters> section.
What parameters are available?

 

[edossantos_sipcaller]

But is the QueueExtension parameter available? It does not appear in the <Parameters> section.
What parameters are available?

That's a pre-defined variable:
https://www.3cx.com/docs/crm-template-xml-description/#h.vcivldjsa1lz

 

[DAVIDSISQUES]

Hello,



Hello,


We already have the customized Zendesk integration working, and now we have another question.
If we enable call recording, transcription, and summaries in 3CX, will these be linked automatically to the Zendesk ticket created?
Thanks.

 

[edossantos_sipcaller]

Hello,



Hello,


We already have the customized Zendesk integration working, and now we have another question.
If we enable call recording, transcription, and summaries in 3CX, will these be linked automatically to the Zendesk ticket created?
Thanks.

You have variables for those. So if you include the variables when you configure the integration, that will be sent automatically.

 

[DAVIDSISQUES]

Hello,
As I understand it, the Zendesk ticket is created in real time during the call, but transcription and summaries are generated asynchronously afterwards.

In that case, does the CRM integration update the existing ticket once the transcription/summary is ready? Is this behavior independent of the transcription service provider being used?

Is this configured in the same integration block (e.g. the CreateCallActivity scenario)?

<Scenario Id="CreateCallActivity" Type="REST" EntityId="" EntityOrder=""> <Request SkipIf="" Url="[Domain]/api/v2/tickets.json" MessagePasses="0" Message="" RequestContentType="" RequestEncoding="Json" RequestType="Post" ResponseType="Json"> <Headers> <Value Key="Authorization" If="" SkipIf="" Passes="0" Type="String">Bearer [RefreshToken]</Value> </Headers> <PostValues Key="" If="" SkipIf=""> <Object Key="ticket" If="" SkipIf=""> <Value Key="requester_id" If="" SkipIf="" Passes="0" Type="String">[EntityId]</Value> <Value Key="assignee_id" If="[AssigneeId]!=&quot;&quot;" SkipIf="" Passes="0" Type="String">[AssigneeId]</Value> <Value Key="created_at" If="" SkipIf="" Passes="0" Type="String">[[CallStartTimeLocal].ToString("yyyy-MM-ddTHH:mm:ssZ")]</Value> <Value Key="priority" If="" SkipIf="" Passes="0" Type="String">normal</Value> <Value Key="status" If="" SkipIf="" Passes="0" Type="String">open</Value> <Value Key="subject" If="" SkipIf="" Passes="2" Type="String">[[Subject]]</Value> <Value Key="description" If="[CallType]==Inbound" SkipIf="" Passes="2" Type="String">[[InboundCallText]]</Value> <Value Key="description" If="[CallType]==Missed" SkipIf="" Passes="2" Type="String">[[MissedCallText]]</Value> <Value Key="description" If="[CallType]==Outbound" SkipIf="" Passes="2" Type="String">[[OutboundCallText]]</Value> <Value Key="description" If="[CallType]==Notanswered" SkipIf="" Passes="2" Type="String">[[NotAnsweredOutboundCallText]]</Value> <Array Key="tags" If="" SkipIf=""> <Value Key="" If="" SkipIf="" Passes="0" Type="String">[CallType]</Value> <Value Key="" If="" SkipIf="" Passes="0" Type="String">Call</Value> <Value Key="" If="" SkipIf="" Passes="0" Type="String">[Agent]</Value> </Array> </Object> </PostValues> </Request> <Variables /> <Outputs AllowEmpty="false" /> </Scenario>


Also, does 3CX share the call recording with Zendesk, or only the transcription? If it’s the recording, is it the full file or just a link?

Thanks!

 

[edossantos_sipcaller]

In that case, does the CRM integration update the existing ticket once the transcription/summary is ready? Is this behavior independent of the transcription service provider being used?

If you have transcriptions enabled, then the call journaling will wait for the result to be ready before invoking it.

Also, does 3CX share the call recording with Zendesk, or only the transcription? If it’s the recording, is it the full file or just a link?

The recording link is available as a variable. You can decide if you send it or not.

 

[DAVIDSISQUES]

Hi,

My customer is a multinational company using Zendesk as their global CRM.
In other countries they are using different PBXs, and according to them, call transcription is generated directly by Zendesk, not by the PBX.

So I would like to clarify the following regarding the 3CX ↔ Zendesk integration:

• Is it possible to let Zendesk handle call transcription instead of 3CX?
• If so:
  • Should 3CX transcription be disabled?
  • Is there any specific configuration required, either on the 3CX side or in Zendesk, to support this setup?
• Can this be achieved using the standard 3CX–Zendesk integration, or would a custom integration / middleware be required?

The goal is to keep a homogeneous experience across countries, allowing Zendesk to manage transcription, analytics, and reporting, while 3CX focuses only on telephony and CTI integration.

What is the minimum 3CX license level required to support this scenario and the Zendesk integration in general?

Thanks in advance for any clarification.

 

[edossantos_sipcaller]

You can only send the recording link to Zendesk, not the actual recording bytes. And the recording is not publicly available, so Zendesk will not be able to download it to do the transcription. You can click on the link, and then listen to the recording if you have access from your 3CX Web Client to that recording, with the logged in user.

In order to do the transcription from Zendesk, you will need to send the recording bytes to it. And for that, you will need other type of integration, running from the 3CX server and sending the recording bytes when needed. Not possible with a CRM template.

 

[Evolute IT]

You can only send the recording link to Zendesk, not the actual recording bytes. And the recording is not publicly available, so Zendesk will not be able to download it to do the transcription. You can click on the link, and then listen to the recording if you have access from your 3CX Web Client to that recording, with the logged in user.

Not exactly accurate. The [RecordingUrl] is in fact a direct link to the recording file using a long, secure token per file. That URL, by default, is valid for 90 days and this can be extended.

We use that URL to download the file and upload it wherever we want.

 

[Evolute IT]

Hi,

My customer is a multinational company using Zendesk as their global CRM.
In other countries they are using different PBXs, and according to them, call transcription is generated directly by Zendesk, not by the PBX.

So I would like to clarify the following regarding the 3CX ↔ Zendesk integration:

• Is it possible to let Zendesk handle call transcription instead of 3CX?
• If so:
  • Should 3CX transcription be disabled?
  • Is there any specific configuration required, either on the 3CX side or in Zendesk, to support this setup?
• Can this be achieved using the standard 3CX–Zendesk integration, or would a custom integration / middleware be required?

The goal is to keep a homogeneous experience across countries, allowing Zendesk to manage transcription, analytics, and reporting, while 3CX focuses only on telephony and CTI integration.

What is the minimum 3CX license level required to support this scenario and the Zendesk integration in general?

Thanks in advance for any clarification.

If Zendesk can transcribe recordings uploaded as attachment to tickets, then we may have a solution for you that completely replaces the default Zendesk template.

 

[edossantos_sipcaller]

Not exactly accurate. The [RecordingUrl] is in fact a direct link to the recording file using a long, secure token per file. That URL, by default, is valid for 90 days and this can be extended.

We use that URL to download the file and upload it wherever we want.

I was under the impression that the link was the same that you get from the call log. But it seems it's something different. Thanks for enlightening me!

 

[Evolute IT]

I was under the impression that the link was the same that you get from the call log. But it seems it's something different. Thanks for enlightening me!

No there's even a "Copy Recording URL" option from the Recordings page that will provide the API link with a one-time access token in the query string (a different token from the active session.)

 

[DAVIDSISQUES]

So, if I’ve understood correctly:

• If I integrate 3CX with Zendesk using the standard CRM template, I cannot use Zendesk’s transcription, because only the recording link is sent and Zendesk cannot process it without additional logic.
• To have Zendesk handle transcription, I would need a custom integration or middleware that retrieves the recording file and sends the audio data to Zendesk.

On the other hand, if I use 3CX Cloud Transcription, then I can integrate with Zendesk using the standard CRM template, with 3CX handling transcription and Zendesk receiving the results (recording link, metadata, etc.).

Please let me know if this understanding is correct.

 

[edossantos_sipcaller]

So, if I’ve understood correctly:

• If I integrate 3CX with Zendesk using the standard CRM template, I cannot use Zendesk’s transcription, because only the recording link is sent and Zendesk cannot process it without additional logic.
• To have Zendesk handle transcription, I would need a custom integration or middleware that retrieves the recording file and sends the audio data to Zendesk.

On the other hand, if I use 3CX Cloud Transcription, then I can integrate with Zendesk using the standard CRM template, with 3CX handling transcription and Zendesk receiving the results (recording link, metadata, etc.).

Please let me know if this understanding is correct.

Yes, that's correct.

 

[Kevin Attard Compagno]

Please keep in mind that the EntPLUS edition is now deprecated; you should refocus your thoughts/works towards EITHER using the AI Server, or towards using Grok (as it is currently in U9 release candidate).