Create 1. Create a new Zendesk Integration
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- edit the Integration parameters
- delete the Integration
- check if the Integration is ok, through the Check Connection button
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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Through the Event field you can decide when the integration starts, so when the Zendesk ticket (dedicated to the actual call, which includes all the relevant fields of the caller) will be created:
- Ringing: when the phone is ringing, before the agent’s answer
- Up: when the agent picks up the call
- Hang up: when the agent hangs up the call
- Unmanaged call: when the caller has hang up before talking with an agent
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The tags can be created into the xCALLY Shuttle -> Settings -> Tags section. After the creation of the Trigger you can edit parameters or remove it.
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In addition to the Ringing, Up and Hang up event, it is possible to create an Integration Trigger associated to the event Unmanaged Calls (when the customer hangs up the call without talking with the agent). The integration will open a ticket containing the customer phone number and basic data about the caller. The ticked can be later recognized looking at the Zendesk Tag=unmanaged, so the supervisors will be able to create proper Zendesk Triggers and Automations to manage the ticket according to their needs. |
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It is now possible to trigger and tag the voice and the unmanaged calls, so to have the Zendesk Insight Reports to show you the call distribution status. |