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.
To create a new Integration click on the button New Integration and fill the form with the following information:
You can choose a Name which represents the Integration and then fill the Username and Password fields, which require the same username and password of an Administrator Zendesk Account.
Then compile the URI field with your Zendesk URL, written as https://…./api/v2/ (for example https://xcally.zendesk.com/api/v2/), and the Integration Type, in this case selecting Zendesk from the dropdown menu.
After the form submit you can see your new Integration shown in the Integrations table.
Through the Integrations Table you can quickly:
- edit the Integration parameters
- delete the Integration
- check if the Integration is ok, through the Check Connection button
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.
To create it click on New Trigger and choose your integration strategy filling the form:
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
You can also choose for which Queue the integration is valid. If you need to apply the Integration on more queues, you have to create one trigger for each queue.
In the last field you can select the integration type. You can also set which Tags will be associated to the Zendesk Tickets opened by the integration.
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 .