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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.

This guide contains these sections:

• Important configuration and hints
• Create a new Zendesk Integration 
• Create a new Trigger 
• Custom Fields
• Custom Variables
• Outbound CTI Integration
• Troubleshooting
• Advanced Experimental Zendesk Integration

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

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3. the Agent MUST have a Zendesk role different from Administrator and End User. It must have one of the Zendesk AGENT ROLES. If the Agent is associated with an Administrator or an End User account, he will not be able to see the automatic Ticket creation! Here you can find information about Zendesk Roles: https://support.zendesk.com/entries/20055812-Understanding-Zendesk-user-roles

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Create a new Zendesk Integration

In the XCALLY Shuttle Settings menu you can find the Integrations section, where you can manage the integration with Zendesk.

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• edit the Integration parameters 
• delete the Integration
• check if the Integration is ok, through the Check Connection button

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2.

Create a new Trigger

Now let’s focus on the Triggers Section: here you can set how the integration works by adding a new Trigger.

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