Zendesk integration - Contact with multiple phone number.

[Julien Liard]

Hi,

We're integrating Zendesk to our 3CX instance.

The integration correctly worked with contact which have only 1 phone number.
For thoses which have multiple phone number registered on their contact profile, only the first one is recognized.

In addition, we have seen that in the zendesk json response doesn't show the second number.


More with this example :
User "Jean Dupont", Phone 1 : 01 02 03 04 05 Phone 2 : 01 20 30 40 50

When the user is calling with "Phone 1" number :
3CX call :
https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405
and the respond is :

Started scenario with empty id
Request text: https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405
Response text: {"users":[{"id":116159026873,"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873.json","name":"Jean Dupont","email":"[email protected]",... ,"phone":"0102030405",...}],"next_page":null,"previous_page":null,"count":1}
Response finished
Variable Id set to 116159026873
Variable CompanyId set to 116495485153
Variable Name set to Jean Dupont
Variable Phone set to 0102030405
Variable UserEmail set to [email protected]
Variable Url set to https://ourdomain.zendesk.com/api/v2/users/116159026873.json
....

When the user is calling with "Phone 2" number :
3CX call :
https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0120304050
and the respond is :

Started scenario with empty id
Request text: https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405
Response text: {"users":[{"id":116159026873,"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873.json","name":"Jean Dupont","email":"[email protected]",... ,"phone":"0102030405",...}],"next_page":null,"previous_page":null,"count":1}
Response finished
Finished scenario with empty id
Started CreateContactRecord
Response finished
Finished CreateContactRecord
Result obtained
....

We have noticed that in this second example, the "phone" item returned by Zendesk is the "Phone 1".
And the following warning is shown on the 3cx console : "Your CRM integration is working but the phone is not linked to a contact. Please check the log of undetected errors and alerts and try another phone"


Is there a way/workaround to solve this issue ?

Thanks for your help,

Julien

 

[Constantinos Constantinou]

Hi,

We're integrating Zendesk to our 3CX instance.

The integration correctly worked with contact which have only 1 phone number.
For thoses which have multiple phone number registered on their contact profile, only the first one is recognized.

In addition, we have seen that in the zendesk json response doesn't show the second number.


More with this example :
User "Jean Dupont", Phone 1 : 01 02 03 04 05 Phone 2 : 01 20 30 40 50

When the user is calling with "Phone 1" number :
3CX call :
https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405
and the respond is :

Started scenario with empty id
Request text: https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405
Response text: {"users":[{"id":116159026873,"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873.json","name":"Jean Dupont","email":"[email protected]",... ,"phone":"0102030405",...}],"next_page":null,"previous_page":null,"count":1}
Response finished
Variable Id set to 116159026873
Variable CompanyId set to 116495485153
Variable Name set to Jean Dupont
Variable Phone set to 0102030405
Variable UserEmail set to [email protected]
Variable Url set to https://ourdomain.zendesk.com/api/v2/users/116159026873.json
....

When the user is calling with "Phone 2" number :
3CX call :
https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0120304050
and the respond is :

Started scenario with empty id
Request text: https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405
Response text: {"users":[{"id":116159026873,"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873.json","name":"Jean Dupont","email":"[email protected]",... ,"phone":"0102030405",...}],"next_page":null,"previous_page":null,"count":1}
Response finished
Finished scenario with empty id
Started CreateContactRecord
Response finished
Finished CreateContactRecord
Result obtained
....

We have noticed that in this second example, the "phone" item returned by Zendesk is the "Phone 1".
And the following warning is shown on the 3cx console : "Your CRM integration is working but the phone is not linked to a contact. Please check the log of undetected errors and alerts and try another phone"


Is there a way/workaround to solve this issue ?

Thanks for your help,

Julien

Thank you @Julien Liard for your input. Let us check it internally and we will revert back to the forum for an update.

 

[Julien Liard]

Hi Constantinos,

Feel free to contact me if you want any further information about zendesk or if you want test a new template integration.

From my eyes, you should look other another way - I don-t know how - to check the users identities.

In Zendesk, each user can have many identities (which can be email, phone twitter or Facebook.

For example :
Currently the system call the endpoint
https://ourdomain.zendesk.com/api/v2/users/search.json?query=role:end-user%20phone:*0102030405 .

In completion, it should perform a secondary call to check the user profile including all their identities to find all informations which should be added to the 3CX contact profile
The second endpoint is :
https://ourdomain.zendesk.com/api/v2/users/<userid>.json?include=identities
(take care about the ?include=identities )

From this second endpoint, you can find all users contact informations, in a JSON which look likes :

{"users":[{"id":116159026873,"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873.json","name":"Jean Dupont","email":"[email protected]",'...' ,"phone":"0147235442", '...',"organization_id":116495485153, '...' ,"identities":[{"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873/identities/115282198513.json","id":115282198513,"user_id":116159026873,"type":"email","value":"[email protected]","verified":true,"primary":true,"created_at":"2017-12-18T14:10:47Z","updated_at":"2017-12-18T14:10:47Z","undeliverable_count":0,"deliverable_state":"deliverable"},{"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873/identities/369551418174.json","id":369551418174,"user_id":116159026873,"type":"phone_number","value":"0102030405","verified":true,"primary":true,"created_at":"2019-06-03T14:29:17Z","updated_at":"2019-06-03T14:29:17Z"},{"url":"https://ourdomain.zendesk.com/api/v2/users/116159026873/identities/369551418334.json","id":369551418334,"user_id":116159026873,"type":"phone_number","value":"0120304050","verified":true,"primary":false,"created_at":"2019-06-03T14:29:18Z","updated_at":"2019-06-03T14:29:18Z"}],"next_page":null,"previous_page":null,"count":1}

As you can see, this JSON have an array "identities" which contain all the informations needed to register all numbers for an users

Hope it can help,

Julien

 

[Julien Liard]

Hi 3CX team,

Have you looked up for this issue ?

Thanks for your help,

Julien

 

[Constantinos Constantinou]

Hi 3CX team,

Have you looked up for this issue ?

Thanks for your help,

Julien

Hello @Julien Liard ,

Due to the fact that we have to be careful with the backward compatibility of PBX and CRM templates, at the moment, we do not have an update.

Stay tuned and we will keep the community updated.