What's the point in auto-creating a ticket AFTER the call has ended?

[Tom Cowley]

This seems pointless. Why not have it create the ticket as the call is answered? Where is the agent supposed to write any of the information discussed on the call? They'll end up manually creating a ticket, just for another ticket to be created once they hang up. It seems like the CRM integration could be so capable, but hasn't really been thought out properly.

 

[edossantos]

Hello Tom,

Thanks for your feedback. I understand your point, and agree with you in that this is not the best for ticketing systems, like Freshdesk or Zendesk. However, the CRM engine is more generic, and creating the call activity when the call ends means that you can set the call duration, the call status (answered, missed), and so on.

We have an eye on this, we're always trying to improve the capabilities of 3CX. I can't tell if we're going to provide an improvement for this soon, but you can be sure that we're aware of this.