Urgent: Unable to create a ticket in Zendesk Support

[Kyle LI]

Hi 3CX Community,

I found recently that there's a problem regarding
When customer did a inbound call, he listened an IVR(Welcome.....). Meanwhile, the manager dragged him to the agent(8901) of them. In fact, he was still listening an IVR. So I confused whether it effected this ticket which was unable to create in Zendesk Support. Could you assist me to check this scenario, please?


Thanks in advance!
By Kyle
NewWave RD

 

[edossantos]

Hello @Kyle LI,

In order to troubleshoot this, you need to enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and check the 3cxSystemService.log, which contains all the interactions between 3CX and the CRM.

Please note that only calls that are handled by an extension are logged. If a call goes to an IVR and then is dropped, it will not be reported.