Zendeskv2 Integration Issue: Inbound Calls

[SDEverway]

Hello,

We are currently experiencing an issue where our inbound calls either received or missed are not creating tickets in Zendesk

We have set the configuration up, and things seem to work just fine for outbound calls, but inbound there is nothing appearing in Zendesk

When doing a "Test" call, everything appears just fine, green success etc.

Background info: we are using a NexVortex trunk on a 3cx instance hosted by us in AWS

Any help would be greatly appreciated. When we reached out to Zendesk we were told that as it is not a native integration it is not supported by them.

 

[Evolute IT]

Do outbound calls made by users create the tickets?

Also, did you confirm the Zendesk's users email match their 3CX counterparts?

 

[SDEverway]

According to the Zendesk admins/users it seems random. For example a user who is not a Zendesk agents call created a ticket, but when the admin user of Zendesk made a call, they reported nothing created in Zendesk.

Yes the emails match.

 

[edossantos_sipcaller]

Try enabling verbose logs in 3CX, leave it running for a while until the issue is reproduced, and then check the 3cxSystemService.log file where all the interactions between 3CX and Zendesk are stored. That will give you a hint.

 

[SDEverway]

Bumping this as we have updated this configuration but still see the issue with only outbound calls creating tickets

Currently outbound calls to people already listed as contacts will log a call, but if they are not created they do not, this seems okay as we can create the contact and it seems to log after the call

The issue remains with missed calls and inbound calls not creating tickets in Zendesk. Does anyone have any experience with this happening?

We are using the default template for ZendeskV2 integration

 

[edossantos_sipcaller]

Most probably the number you receive for inbound calls is not matching the number format in Zendesk, causing no match, and then no call is logged. Ensure that a number lookup returns a contact, you can run a test from the 3CX console, entering the number exactly with the format you have when you receive real calls.

 

[TheodorosG_3CX]

The logs will show what is the exact case. You mention though this for missed calls, for the normal calls it works but not for missed/unanswered?

 

[SDEverway]

Most probably the number you receive for inbound calls is not matching the number format in Zendesk, causing no match, and then no call is logged. Ensure that a number lookup returns a contact, you can run a test from the 3CX console, entering the number exactly with the format you have when you receive real calls.

The tests work, and the outbound calls work if the contact already exists or is created on the call, if that same number that logged properly for an outbound calls inbound - it fails.

The logs will show what is the exact case. You mention though this for missed calls, for the normal calls it works but not for missed/unanswered?

It works for outbound calls only, and only with an associated contact or a created contact using the link on the dialer itself. Inbound it just doesn't appear. We have seen a couple completely randomly show up, but there is no consistency. One user called three times and all three created a ticket, four other numbers called, and no ticket is created.

Overall the process is very clunky and unreliable, unsure if this is the only way it can be done. I tried searching for video of what a "full integration" looks like from a user POV but none seem to exist.

 

[Evolute IT]

The tests work, and the outbound calls work if the contact already exists or is created on the call, if that same number that logged properly for an outbound calls inbound - it fails.


It works for outbound calls only, and only with an associated contact or a created contact using the link on the dialer itself. Inbound it just doesn't appear. We have seen a couple completely randomly show up, but there is no consistency. One user called three times and all three created a ticket, four other numbers called, and no ticket is created.

Overall the process is very clunky and unreliable, unsure if this is the only way it can be done. I tried searching for video of what a "full integration" looks like from a user POV but none seem to exist.

I'd be happy to take a look at your setup and try to see what could be wrong. We work with 3CX CRM integrations all the time.

 

[edossantos_sipcaller]

To debug this, you need to enable verbose logs in 3CX, make a test call and check the 3cxSystemService.log. From there you will be able to see the interactions between 3CX and the CRM, and why this doesn't work. Most probably this is due to the format of the numbers you receive from your SIP Trunk, not matching the numbers in your CRM. Usually you need a full match, so if you store your numbers with country code, but your SIP Trunk gives you local numbers, or vice versa, then you will not have a match and calls will not be logged. You will see this in the logs.

 

[SDEverway]

I'd be happy to take a look at your setup and try to see what could be wrong. We work with 3CX CRM integrations all the time.

If you were able to take a look I would definitely appreciate that - apologies for the slow response this has been a bit on the back burner

 

[Evolute IT]

If you were able to take a look I would definitely appreciate that - apologies for the slow response this has been a bit on the back burner

DM me or send an email from our website, and we'll get back to you next week!