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How It Works

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📋 What’s about

Zendesk integration is used to automatically open a

zendesk

Zendesk ticket for every call, according to the conditions (Queue, Call status or Outbound) set in the trigger.

The ticket will be populated with information about the call and displayed for the agent in the Zendesk environment.

(blue star) Requirements

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The following are list of things you have to do to make the integration work:

  • Create Zendesk account
    The search query on Zendesk looks like this:
    type: user - role:agent - email:john.doe@xcally.com
    So verify that user john.doe@xcally.com is type=user and role=agent in Zendesk account

  • Create a configuration for the account

Create V3 Triggers 

  • Create V3 Triggers (Tools → Triggers), set the 

conditions you

  • conditions you want to trigger the integration and add integrations action (for info see V3 Voice Triggers) by selecting: zendesk integration, the zendesk account you have configured and the configuration you want to use. 

  • Log the agent in Zendesk and/or Motion

Every time there is an outgoing/incoming call, the trigger conditions are checked and a zendesk ticket is created and assigned to the agent managing the call

if

if the conditions are met.

Note

When an agent manages a call, the agent will first be searched in Zendesk by Email address and then assigned to the ticket only if the agent account is found.
Otherwise,

the info

the ticket will be assigned to the zendesk administrator account used in Motion-Zendesk integration.

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Info

Important

The Ticket Subject, Description, Fields and Tags can be managed and customized in the

Create a

Zendesk Configuration section.

info

Any interaction occurred through this integration can be searched by the Agent from the list by:

  • contact's phone number

  • user's email

⚙️ Important

Configuration Hints

Configuration Hints

 In

 In order to create and assign ticket to agents properly, you have to make sure:

  • Agent's Email in the Zendesk profile is exactly the same as Agent's Email in Motion, like shown in the

images below

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  • the Agent is associated to at least one Group in the Zendesk Agent Profile. If not associated, you can create Groups and associate Agents to them with Zendesk Administrator account.

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(blue star)The Zendesk Accounts Section

The Zendesk Accounts Section is under the Integrations Menu:

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Create a Zendesk Account

To create a new Zendesk Account click on 

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Note

The integration with Zendesk is included in every XCALLY plan.

Please note that the Integration Tab type works correctly only if you have Zendesk “Talk - Partner Edition” licenses.

If you have a different Zendesk plan, use New Tab type to automatically open ticket to Agents in a new browser tab. This requires the agent to be logged in Motion Interface.

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Enter the following details and click on Add Zendesk Account

  • Name

  • Type: Integration Tab or New Tab

    • Integration Tab: the ticket will be displayed in a new tab inside Zendesk interface

    • New Tab: The ticket will be displayed in a new browser tab only if the agent is logged in Motion interface

Note

The integration with Zendesk is included in every XCALLY plan.
Please note that the Integration Tab type works correctly only if you have Zendesk “Talk - Partner Edition” licenses. If you have a different Zendesk plan, use New Tab type to automatically open ticket to Agents in a new browser tab.

  • Username: same as

an
 Password

  •  Password or Token:

    • Password: the password of

an

    • the Administrator Zendesk Account

    • Token: API Token created by Zendesk Account. API tokens are managed in the Zendesk Admin interface

under Admin > Channels > API

    • under Admin > click on Go to Admin Center > App and Integrations >Zendesk API > Add API Token

  • Motion or Proxy IP Address: written in <protocol>://<ipaddress>[:<port>] form. It is required to use the Recording URL in the Ticket Configuration.  Example: https://X.Y.Z.W   

  • Description (optional)

After the Zendesk Account is created, you can view it in the list of accounts, edit the account parameters or remove the account. 

You can verify if the account credentials are correct by clicking on Test Zendesk Account.

Edit

a Zendesk

a Zendesk Account

Find the account from the accounts list and Click on Edit Zendesk Account.  

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You will see two tabs: Account and Configurations. 

In the Accounts tab, you can modify the account parameters and in the Configurations tab, you can create, update or delete zendesk configurations. 

Create a Zendesk Configuration

A Zendesk configuration is used to design the content of the zendesk ticket (Subject, Description, Fields and Tags ) that is created and displayed for the agent managing calls.

You can create multiple configurations for a single Zendesk Account and use them in different triggers. In this way, you will be able to use different ticket layout for outbound and inbound calls.

To create a new configuration, edit the Zendesk account, go under Configurations tab and click on Image Modified

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Choose a Name, Channel and Type and click on Add Zendesk Configuration.  

The configuration will be created with default Subject and Description settings that you can simply use without any modification.

You can also edit the configuration

and customize

and customize the Subject, Description, Fields and Tags of the Zendesk Ticket according to your needs.

Note

The default Subject and Description settings depends on the type of configuration.

For example, the default subject configuration for Queue Type is [XCALLY Ticket] Queue CallerIDNum while for Outbound Type it's [XCALLY Ticket] Queue CallerIDNum.


Note

Configuration changes are automatically applied, without any service restart.

Info

You can use Motion Standard Variables or Custom Variables in the configuration.

Subjects

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By default, you will find the following three fields already configured

  • the String [XCALLY Ticket]
  • the Queue Variable
    • the Caller number Variable
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    You can add more than one field in the

    Subject

    Subjects and all fields will be joined by the blank space.

    Use Image Modifiedbutton to add new fields. New fields are added at the end of the field list.

    You can insert 3 different type of fields:

    1. String: static string (e.g. [XCALLY Ticket])

    2. Variable: Motion System Variable (e.g. queue or calleridnum)

    3. Custom Variable: dynamic variable created under Tools > V3 Variables

    Descriptions

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    You can add more than one field in the Description. All fields will be joined by new line.

    Use Image Modifiedbutton to add a new field. New fields will be added at the end of the field list.

    You can insert two different type of fields:

    1. String: static string e.g. *** Call Info ***

    2. Key Value: name-value item in the form name: value

    where the first field is a static string (e.g. Caller Number) and the second field could be filled with the following:

    • String: static string

    • Variable: System Variable like Caller Number

    • Custom Variable: dynamic variable created under  Tools > V3 Variables

    Note

    The colon character in the Key Value type is automatically added by the system

    Fields

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    You can add more than one field.

    In the drop-down list you can find the complete list of fields available in your Zendesk account: Standard and Custom fields.

    Choose the field from the list (Standard or Custom):

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    and define the Type:

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    • String: static string (you must insert it)

    • Variable: a System Variable (choose it from the list: e.g. Queue,

    uniqueid

    • unique id, calleridnum, etc.)

    • Custom Variable: one of the dynamic variables (created under Tools > V3 Variables)

    • Picklist: choose

    among

    • from the list of the integrated Application Fields. You can only select one of the predefined values available for that field (if any).

    Tags

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    You can add multiple Tags.

    You can select the tags that you configured in Tools > Tags


    Create a Trigger 

    It is mandatory to create a trigger to make the Zendesk integration work. Go to Tools -> Triggers Section and click on New Trigger.

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    Enter the trigger Name, select Voice Channel and click on Add Trigger. 

    Edit the trigger to define the trigger's Conditions and Actions.

    Note

    Do not forget to set the trigger's status ON.


    Add Trigger Conditions

    You can use properties

    like Queue

    like Queue, Call status or outbound

    to define

    to define the conditions you want to trigger the Zendesk integration. The conditions show in the following figure means that the integration will be active for Calls in Sales Queue and when the call is answered.

     For

     For more information on trigger conditions, take a look at Voice Trigger Conditions.

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    Add Trigger Action

    To execute the Zendesk integration when the conditions are met, click on Add Action and select Integrations and Zendesk. You can then select one of

    the the

    the Zendesk account you have created and the configuration you want to use.

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