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The integration between xCally Shuttle and Zendesk uses the new Shuttle Push Technology in order to speed the Ticket creation and agent pop-up.

In order to have it working properly you need to be sure that:

1. Create . the Agent Name in the Zendesk profile corresponds exactly to the Agent Caller-ID name in the xCally Shuttle Agent profile (SIP details), like shown in the image below

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2.  The Agent is associated to a Group, in the Zendesk Agent Profile. Administrators can create Groups and associate Agents to them.

Here you can find information about Zendesk Groups: https://support.zendesk.com/entries/20047256-Creating-managing-and-using-groups

If the Agent or Admin is not associated with any GROUP

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Create a new Zendesk Integration

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