Zendesk

The integration between xCally Shuttle and Zendesk uses the new Shuttle Push Technology in order to speed the Ticket creation and agent pop-up.

The guide contains these sections:

• Important configurations and hints
• Create a new Zendesk Integration 
• Create a new Trigger 
• Custom Fields
• Custom Variables
• Outbound CTI Integration
• Troubleshooting
• Advanced Experimental Zendesk Integration

Important configurations and hints

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 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

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

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.

Custom Fields

Custom ticket fields are typically used to gather more information about the support issue or product or service in Zendesk.

Each Zendesk custom field is associated to one ID. Using Shuttle you can now create a MAPPING between the Zendesk custom field ID and the available field values. In order to do it just enter in the Shuttle administration web interface -> Section Integrations and add your custom field mapping in the CUSTOM FIELDS sub-section clicking on New Custom Fields.

Here an example: the From Field and the related Custom Field ID

Here it is a mapping example:

Here the result: your agents will get the ticket pop-up with the custom fields auto-filled.

Through the Custom Fields table it’s possible to:

- delete a custom field, clicking on the button Delete

- change the parameters specified in the creation of the custom field, clicking on Edit.

Custom Variables

In the Settings -> Integrations section there is a submenu where you can create Custom Variables to be used in the Cally Square section when designing the IVR structure. In this way you can pass useful data to the integrated 3rd party applications.

Click on the New Custom Variable button and fill the form with the Name and the Alias. In order to use the variable, you have to select Active, as shown in the image below.

The image below shows an example of how you can use the Custom Variable in the IVR structure:

Here the result in Zendesk: the order number is shown in the Additional Info section of the ticket.

Outbound CTI Integration

The xCALLY - Zendesk Integration can be also applied to an Outbound Route: a ticket is created and shown through a pop-up every time an Agent starts a call.
First of all, you need to have an Integration already created (Settings -> Integrations menu).
Then you have to go to the Dial Plan -> Outbound section, click on edit on the route of interest, go under the General Settings and choose the Integration from the list.

The Result

When the Agents starts an outbound call, the ticket pop-up, with all the main information, will be shown in his Zendesk interface.

Troubleshooting

The Integration doesn’t work? Check carefully the following steps:

• the username and password correspond to a valid Zendesk Admin Integration Account
• the Zendesk URI is correct.
• The Agent is correctly associated to the Queue specified in the Trigger that you created (xCally Shuttle - Integration Settings).
• The Agent Name in the Zendesk profile corresponds exactly to the Agent Name in the xCally Shuttle Agent profile.
• The Agent is associated to a Group, in the Zendesk Agent Profile.
• The Agent has a Zendesk Role different from Administrator and End User.