How It Works
Zendesk On this page |
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📋 What’s about
Zendesk integration is used to automatically open a
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.
Requirements
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The following are list of things you have to do to make the integration work:
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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 the conditions are met.
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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. |
the ticket will be assigned to the zendesk administrator account used in Motion-Zendesk integration. |
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Important The Ticket Subject, Description, Fields and Tags can be managed and customized in the |
Zendesk Configuration section. |
Any interaction occurred through this integration can be searched by the Agent from the list by:
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⚙️ Important
Configuration Hints
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
image
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.
The Zendesk Accounts Section
The Zendesk Accounts Section is under the Integrations Menu:
Create a Zendesk Account
To create a new Zendesk Account click on
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
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The integration with Zendesk is included in every XCALLY plan. |
Enter the following details and click on Add Zendesk Account
Edit
a Zendesk Account
Find the account from the accounts list and Click on Edit Zendesk Account.
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 
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
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Configuration changes are automatically applied, without any service restart. |
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You can use Motion Standard Variables or Custom Variables in the configuration. |
Subjects
By default, you will find the following three fields already configured
You can add more than one field in the
Subjects and all fields will be joined by the blank space.
Use button to add new fields. New fields are added at the end of the field list.
You can insert 3 different type of fields:
String: static string (e.g. [XCALLY Ticket])
Variable: Motion System Variable (e.g. queue or calleridnum)
Custom Variable: dynamic variable created under Tools > V3 Variables
Descriptions
You can add more than one field in the Description. All fields will be joined by new line.
Use button 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:
String: static string e.g. *** Call Info ***
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
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The colon character in the Key Value type is automatically added by the system |
Fields
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):
and define the Type:
String: static string (you must insert it)
Variable: a System Variable (choose it from the list: e.g. Queue,
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.
Enter the trigger Name, select Voice Channel and click on Add Trigger.
Edit the trigger to define the trigger's Conditions and Actions.
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Do not forget to set the trigger's status ON. |
Add Trigger Conditions
You can use properties
like Queue, Call status or outbound
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 more information on trigger conditions, take a look at Voice Trigger Conditions.
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 Zendesk account you have created and the configuration you want to use.
