Zendesk not creating ticketing when a call is answered on 3CX

[LexYang]

Hi there,

I followed instructions below to set it up on both sides, I can see some of the calls being logged with subject "3CX PhoneSystem Call" with no assignee; also when I tried to test it out myself by answering a call, there is no ticket created at all. What am I missing?

I have the same email address on both 3cx and zendesk.

https://www.3cx.com/docs/zendesk-crm-integration/

 

[Evolute IT]

Calls are logged as tickets AFTER the call ended since that's when it has all the details like duration and such.

Tickets are assigned by matching the Zendesk user to the 3CX extension by email.

 

[LexYang]

My email address on both platforms are the same, nothing was assigned to me. What should I do?

 

[Evolute IT]

My email address on both platforms are the same, nothing was assigned to me. What should I do?

1. Make sure you enabled call journaling and that you're using only supported variables.

2. Put the system in verbose (Dashboard > Activity Log > Settings), then do a few test calls. When done, go back to Activity Log > Logs > Instance, and download the 3CXSystemService.log file. In there, search for "CRM:" to see the request/response sent. This should give you an indication of any errors occurring during the call reporting.

 

[LexYang]

I was using the default template; I am on 18 update 9 seems the menu options are a bit different, I don't see Activity Log but Event Log, there is no Settings on the page tho:

 

[Evolute IT]

You need to login to the management console in v18. (URL without the /), you can use the same user/pass.

Also, the "M. Console" link in the sidebar is that main console.