V3 Zendesk Integration

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 30, 2024 by Product Knowledge
7 min read

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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

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 (Tools → Triggers), set the 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 the conditions are met.

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

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:

  • contact's phone number

  • user's email

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

  • Username: same as the Administrator Zendesk Account

  • URI: your Zendesk URL, written as https://…./api/v2/ e.g.  https://xcally.zendesk.com/api/v2/

  • Authentication Type: Password or Token:

    • Password: the password of the Administrator Zendesk Account

    • Token: API Token created by Zendesk Account. API tokens are managed in the Zendesk Admin interface 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 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 and customize the Subject, Description, Fields and Tags of the Zendesk Ticket according to your needs.



 

Subjects

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:

  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

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:

  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

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, unique id, calleridnum, etc.)

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

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

Tags





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.



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

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



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.