Zendesk issue in 18.0.8.917

[SPembo]

We seem to experiencing issues with Zendesk integration, i think probably since update to 18.0.8.917. Basically it's mostly not logging new contacts or tickets.

I've had logs on verbose and been comparing a working one to one that didn't create a ticket.

So far i see potentially that ContactRawData and ContactName is blank,

2023/08/30 11:53:10.943|4908|0057|Verb|CRM: Triggering Call Journaling with values - CallType='Inbound' - PhoneNumber='+441234567890' - ContactName='' - AgentExtension='2094' - AgentFirstName='James' - AgentLastName='Bond' - AgentEmail='[email protected]' - ContactRawData='' - StartTime='30/08/2023 10:49:31' - EndTime='30/08/2023 10:53:10' - EstablishedTime='30/08/2023 10:49:31'

I see it grab this detail from Zendesk and updating call history, so it seens it goes missing somewhere along the stages (but not always)

2023/08/30 11:53:11.957|4908|0057|Trac|Executing SQL: INSERT into myphone_callhistory_v14 (idmpch14,call_id,calltype,dnowner,party_dn,party_dntype,party_name,party_callerid,party_crm_contact,start_time,established_time,end_time,end_status,end_status_hint)
VALUES (DEFAULT,172218,2,'2094','10001',128,'FAKE CONTACT:Digital Receptionist:Reception','+441234567890','{
  "FirstName": "FAKE CONTACT",
  "LastName": null,
  "Email": "",
  "ContactUrl": "https://domain.zendesk.com/agent/users/8973378933917",
  "CompanyName": "",
  "PhotoUrl": null,
  "ContactType": 0,
  "PhoneBusiness": "441234567890",
  "PhoneBusiness2": null,
  "PhoneHome": null,
  "PhoneHome2": null,
  "PhoneMobile": "441234567890",
  "PhoneMobile2": null,
  "PhoneOther": null,
  "FaxBusiness": null,
  "FaxHome": null,
  "Pager": null,
  "ContactRawData": "8973378933917|Contact"
}','2023-08-30 10:50:07','2023-08-30 10:50:09','2023-08-30 10:52:13',0,0)

 

[edossantos]

Hello,

Since 3CX v18 Update 8, contacts are not added automatically anymore. You need to add them manually from the Web Client / Desktop App. When you make or receive a call and no CRM contact is matched, you will see that the client shows an "Add Contact" link, which you can click to fill the contact details in a dialog, and create the contact in your CRM. Once you do this, the call will be logged (ticket created in Zendesk) when the call ends.

 

[SPembo]

How come this functionality got removed?

It doesn't explain why some tickets not being created for existing contacts though?

 

[edossantos]

How come this functionality got removed?

We changed the way in which contact creation works. Previously users ended up with many contacts having the same default name "New 3CX Contact", now you can specify the appropriate name for each contact.

It doesn't explain why some tickets not being created for existing contacts though?

No, calls should be logged for existing contacts, or contacts just created during the call. We would need to see the 3cxSystemService.log file in verbose mode to understand what's going on.

 

[luckys]

Hello,

Since 3CX v18 Update 8, contacts are not added automatically anymore. You need to add them manually from the Web Client / Desktop App. When you make or receive a call and no CRM contact is matched, you will see that the client shows an "Add Contact" link, which you can click to fill the contact details in a dialog, and create the contact in your CRM. Once you do this, the call will be logged (ticket created in Zendesk) when the call ends.

Hi Ernesto, are the changes to how contact creation works included in the release notes or blog? We have several clients who were surprised that the usual contact creation was gone after the update.

 

[SPembo]

I understand the "New 3CX Contact" was a pain as we had to have rules to autosolve the majority, would have been better just restrcited to Call Queues for creating a ticket. Likewise, allowing everyone to see CRM contacts is also problem with Euro GDPR rules as you can be exposing peoples personal details.

Just trialing with someone using web app and creating the contact manually, so need get past this noise i guess before i verbose log further on the ticket not creating when contact exists.

I didn't see anything in changelog or blogs that indicated this change in functionality I'm quite good at checking these things prior to updating.

 

[edossantos]

Hi Ernesto, are the changes to how contact creation works included in the release notes or blog? We have several clients who were surprised that the usual contact creation was gone after the update.

This change was mentioned when we released the Update 8 alpha.

 

[SPembo]

I don't read that as saying the existing contact creation was removed, read more like an addition to add contact to CRM manually.

 

[58voip]

@edossantos, is it possible to make it work as previously? To launch a new contact creation page in Zendesk for the new caller.

 

[Evolute IT]

@edossantos, is it possible to make it work as previously? To launch a new contact creation page in Zendesk for the new caller.

Yes, you'll need to modify the template tho.

See an example here: https://www.3cx.com/community/threads/hubspot-not-showing-all-calls.122311/post-573343

 

[58voip]

Thanks @ConceptsWeb