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. the Agent Name in the Zendesk profile corresponds exactly to the Agent Caller-ID name in the xCally Shuttle Agent profile (SIP details)Name in Shuttle, like shown in the image below
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
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If the Agent or Admin is not associated with any GROUP, the ticket will not be created! |
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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