Zendesk integration. Reply incoming call in zendesk and after create ticket

[gmatrozos]

Hello I have a case where we have used the plugin to integrate incoming calls to Zendesk with talk partner edition. But incoming calls are directly creating tickets without the ability for the agent to reply in the meantime through zendesk and then create the ticket. Please for your help. Are we missing some configuration. Thank you

 

[edossantos]

The 3CX integration with Zendesk creates the ticket when the call ends. I undestand that this might be a problem in some cases, however that's how it works and can't be changed. You can disable the ticket creation from the 3CX console, unchecking the Call Journaling setting, and then you can manually create the tickets while you're talking to the customer.

 

[gmatrozos]

Hi and thank you but this is exactly the functionality that I want. But I want for agent to be able to answer the incoming call from within Zendesk and when this call ends to have the ticket creation. Now I have the opposite. I have immediate ticket creation without giving agent the opportunity to answer. What am I missing?

 

[edossantos]

The call must be answered from the phone or the 3CX client. You can't answer the call from Zendesk.

The ticket is created when the call ends. When the call is received we just trigger a contact lookup, and maybe we create a contact if the caller number can't be found in Zendesk.

 

[gmatrozos]

Thank you for your answer!