Zendesk Ticket creation issue 3CX V20 Update6

[Marco pbx]

Hi , We have Zendesk integration and we can create tickets only if caller or called number is saved in a contact in Zendesk.
Otherwise there is no ticket being created for the inbound or outbound call.

3CX is also not creating a contact itself if there is no contact.

Is there way to create call tickets for the numbers that are not saved in Zendesk?

He have to take notes in Zendesk for every call and creating tickets manually is extra work.

Here is my setup:

 

[Evolute IT]

Create the contact from the Webclient during the call. Then, at the end of the call, the ticket will be logged.

Otherwise, there's no way to create a ticket without first creating a user/contact in Zendesk.

All that being said, you might be interested in our custom Zendesk integration, which has been built to handle many custom things, including these cases.

 

[Marco pbx]

Thank you @ConceptsWeb
It works if contact is added during the call and ticket is being created. if there is the same email address , then it fails to create a contact in Zendesk. i was thinking it would add number as a second number to existing contact card but it does not work in that way.

 

[Evolute IT]

Thank you @ConceptsWeb
It works if contact is added during the call and ticket is being created. if there is the same email address , then it fails to create a contact in Zendesk. i was thinking it would add number as a second number to existing contact card but it does not work in that way.

It doesn't, indeed. Not the 3CX one. If they don't fill the email, it should create it, then they can merge it.

 

[AndreasP_3CX]

i see that the template that you are using looks to be a custom template. can you confirm please that this is indeed the case and that you have modified the template in order to try and log calls from non contact matching numbers?

 

[Marco pbx]

Hi @AndreasP_3CX
I have modified the XML to create tickets as internal notes, otherwise ticket is created as public ticket and Zendesk is sending all ticket content to the requester ( customer email )
I did not try to modify again to create contacts from non contact matching numbers, but I would be super nice to have this contact creation if caler number is not registered in Zendesk.

 

[AndreasP_3CX]

thank you very much for the clarification. Then in this case what you were advised by ConceptsWeb applies, you need to match a contact in Zendesk to create a ticket.