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Problems with Zendesk -- not triggering on incoming call

Discussion in '3CX Phone System - General' started by sip.bg, Nov 27, 2016.

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  1. sip.bg

    sip.bg Active Member

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    I have a customer experiencing problems with ZenDesk integration, we've double checked all settings, but nothing happens on incoming call -- ZenDesk is not triggered. My customer is running latest V15 SP3 on Windows platform. Any glue ?
     
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  2. XanthiZ

    3CX Support

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    Hello there !

    Please make sure the following points have been followed :

    1) From Management Console , the Extension has been assigned the Zendesk plugin. When you assign the Zendesk plugin ,then re-provision the 3CXClient.
    2) From 3CXClient for Windows go to Settings > Advanced Settings > Integration > Zendesk. Authorize the Zendesk plugin and then press Save.
    3) Restart 3CXClient
    Please make sure that on the 3CXClient for Windows > Settings > Advanced Settings > Integration > General that the Contact Open Mode is set to : "On Ring" or to "On Answer"

    If the Zendesk plugin still is not triggering on incoming call , please provide us with some logs. You can find them here :
    %appdata%/3CXPhone for Windows/Logs/Zendesk.log
    %appdata%/3CXPhone for Windows/Logs/DotNetScriptConfig.log and
    %appdata%/3CXPhone for Windows/Logs/DotNetScriptPlugin.log

    Regards!
     
  3. sip.bg

    sip.bg Active Member

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    Thanks for reply. Attached are requested logs, I could submit a ticket to support, if you prefer.

    Kind regards,
    Orlin Shopov
     

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  4. XanthiZ

    3CX Support

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    Hello Orlin

    Yes open a support ticket if you wish.
    Can please make sure that you have authorized the plugin ?
    From 3CXClient for Windows > Settings > Advanced Settings > Integration > Zendesk
    You need to provide the Plugin the following information :
    1) Zendesk URL
    2) Client Secret
    3) User name (email)
    4) Password

    Then press the Authorize button and the plugin should receive the Access Token.
    Press Save
    After restart the 3CXClient and try again
     

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  5. sip.bg

    sip.bg Active Member

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    Problem seems resolved, thanks :)
     
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