Why is a ticket created after a call has ended? Can this be changed?

[WarrenMillarNZ]

Hi
Our next step on our 3CX journey is to integrate Zendesk with 3CX.

But why is a ticket created after the call has ended?
(Youtube demos show the ticket being created at the time of the call validating against a customer phone number)

Unfortunately this makes no sense for a call centre workflow. Are we expecting our agents to write call notes on paper, then re-enter them after the call has ended and the ticket has been created?
Or even worse, the agent manually finds the customer and opens up a new ticket during the call. If so, then what is the point of the automatic ticket created at the end of the call as it will have no information. If this is the case then there is no point of the integration.
Or am I missing something?

Are there plans for ticket creation at time of validating the incoming call ?

 

[edossantos]

Hello @WarrenMillarNZ,

Call Journaling is triggered when the call ends, because that's when we have all the details of the call, like the agent that handles the call, the call duration, if the call was answered or not, etc.

During contact lookup, the agent that will receive the call is unknown. We only have the caller's number.

I understand that this is a problem for ticketing systems like Zendesk or Freshdesk. Unfortunately that's how this works for now, and I'm not aware of this being changed in the near future...

 

[WarrenMillarNZ]

Hi @edossantos

Thank you for your reply and explanation.

I have a couple of questions that I hope you can answer

Currently we are only trialing ticketing/CRM systems.
So are you aware of a product that does work better than Zendesk and Freshdesk?

I have seen information about a contact card appearing on the incoming call via 3CX where you can click on it to take you to the contact. I don't see this happening via our browser extension. Is this still available?
(3CX Version: 16.0.641, Browser Extn Version: 4.3.0.319)

 

[WarrenMillarNZ]

I have checked and Under Settings->Integration, the Automatically open Contact URL when CRM Integration is Enabled.
So is there a reason this is not opening?

 

[edossantos]

This should also work for Zendesk or Freshdesk. When you receive a call, the Web Client or the Chrome Extension should show the contact card, and automatically popup the contact record when you configured the client to do it.

A possible approach for ticketing systems is turning Call Journaling off, so no ticket is automatically created when the call ends. On the other hand, the contact will be automatically launched, and the agent can create a ticket as they speak to the customer, adding the notes they need.

If the popup is not being automatically launched, there is a known issue in version 16.0.641 which causes this when the caller number doesn't match exactly the number in the CRM. For example, when you store the number in Zendesk starting with 00 and the call arrives from a number starting with + or other prefix instead. In this case, you can use caller ID reformatting to adjust the caller number, so it's exactly the same as the one you have in Zendesk.

 

[WarrenMillarNZ]

Hi Ernesto

Thank you for your assistance.
I will check to see if the caller number is matching.