Zendesk Integration for specific extensions

[Tubasol]

We are using Zendesk, and prior to v18, it worked great. I didn't set it up, so I don't know how it was originally setup. But, I need it to create a ticket for calls only to specific extensions. When we upgraded to 18, it started creating tickets to calls to every extension. I'm not sure if the previous person used a custom template or something else. How can I setup call journaling/contact creation for only a few extensions (4 digit extensions and they aren't sequential).

 

[Evolute IT]

The reason is because now it searches the agent id by email instead of extension number. In your case you would probably need to either change the template to use the ext number like before or add a condition to filter agents.

 

[Tubasol]

I don't mind using email to filter, or customizing the template, but I am not sure how. I was looking for an example to customize the template for call journaling and couldn't find one that described how to do multiple extensions. Any links you can point me to or assistance?

The reason is because now it searches the agent id by email instead of extension number. In your case you would probably need to either change the template to use the ext number like before or add a condition to filter agents

 

[Evolute IT]

I don't mind using email to filter, or customizing the template, but I am not sure how. I was looking for an example to customize the template for call journaling and couldn't find one that described how to do multiple extensions. Any links you can point me to or assistance?

There's no docs precisely for that. Only this: https://www.3cx.com/docs/server-side-crm-template-xml-description/

If you wish, we can assist with that. Simply DM me.