How It Works

Zendesk integration is used to automatically open a zendesk ticket for every call, according 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.

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

Create Zendesk account
Create a configuration for the account
Create Triggers (Tools → Triggers), set the conditions you want to trigger the integration and add integrations action (for info see 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.

On this page:

The Ticket Subject, Description, Fields and Tags can be managed and customized in the Create a 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 images below

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

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.

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 an 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 an Administrator Zendesk Account
- Token: API Token created by Zendesk Account. API tokens are managed in the Zendesk Admin interface under Admin > Channels > API
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.

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.

Configuration changes are automatically applied, without any service restart.

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

Subjects

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

the String [XCALLY Ticket]
the Queue Variable
the Caller number Variable

You can add more than one field in the Subject 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 > 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 > Variables

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, uniqueid, calleridnum, etc.)
Custom Variable: one of the dynamic variables (created under Tools > Variables)
Picklist: choose among the list of the integrated Application Fields. You can only select one of the predefined values available for that field (if any).

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.

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

XCALLY Motion V2

Zendesk Integration