Zendesk creates multiple tickets for every phonecall

[Vladimir @ G2IT]

We're encountering an issue with our 3CX and Zendesk integration, where a new Zendesk ticket is created each time a call moves through different stages in our phone system (e.g., VAR, ring groups, direct agent routing, etc.). This results in multiple tickets generated from just one phone call as it passes through various workflows.

We expected the integration to update a single ticket with new call information as it moves through VARs or ring groups, rather than creating separate tickets at each step.

Has anyone else experienced this behaviour or knows how to resolve it?

 

[Evolute IT]

Hmmm not sure why it would create multiple ones, specially for IVR/Q. Normally it would do that only for users taking the calls (in case of transfers.)

FYI We have built a custom integration with Zendesk that offers many features over the 3CX basic one. If that interests you.

 

[edossantos_sipcaller]

We're encountering an issue with our 3CX and Zendesk integration, where a new Zendesk ticket is created each time a call moves through different stages in our phone system (e.g., VAR, ring groups, direct agent routing, etc.). This results in multiple tickets generated from just one phone call as it passes through various workflows.

We expected the integration to update a single ticket with new call information as it moves through VARs or ring groups, rather than creating separate tickets at each step.

Has anyone else experienced this behaviour or knows how to resolve it?

Are you doing attended transfers when you pass the call to a new endpoint? It's the only thing I can think of, as that would be a new call.... The integration should log the call only once, even when it's passed on.

You should also take a look at what @ConceptsWeb has to offer, he's the best in CRM integrations for 3CX, so he can definitely provide something worth for you.

 

[Vladimir @ G2IT]

Tickets are currently created as the call progresses through ring groups, IVRs, and also at the final destination, resulting in multiple tickets.

Therefore, even with an attended transfer, it shouldn't create an additional ticket. Instead, it should append relevant details about the call flow directly to the original ticket.

 

[edossantos_sipcaller]

Tickets should be created only once for each call, and associated with the last extension that was connected to the call. Not sure what's the call flow in your case.... do you have bridged PBXs for example? That could cause something like this I think as a bridge is considered an external line I think.

 

[Vladimir @ G2IT]

Tickets should be created only once for each call, and associated with the last extension that was connected to the call. Not sure what's the call flow in your case.... do you have bridged PBXs for example? That could cause something like this I think as a bridge is considered an external line I think.

Its an Azure based 3CX, with SBC onsite and that's it, nothing crazy.

 

[edossantos_sipcaller]

Maybe the logs in verbose mode shed some light on the issue....