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Automatically update call details into previously created ticket

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Automatically updating an existing ticket with call information has never been easier. Using Talkdesk's Automated Tasks, it is now possible to create a ticket in Zendesk as soon as the call starts, work on the ticket while speaking with the customer and have Talkdesk automatically add call details once it ends.

Here's how it works:

Login to your Talkdesk account as an Administrator.

  1. Click the Admin tab.
  2. Click on Integrations and click the Zendesk “settings” button.

1. Add an automated task to create a ticket, as you normally would:

Create an automated task to create a ticket when a call starts in Talkdesk.

  1. Click on “add new automated task”.
  2. Pick the trigger for when "an inbound call starts" in Talkdesk.
  3. Pick the action to "create a ticket" in Zendesk.
  4. Customize the automated task according to your needs.
  5. Click on “save”.

"When a call starts in Talkdesk, create a ticket in Zendesk" 

2. Automatically update the ticket with call details:

This is where the magic happens: Talkdesk will automatically discover the previously created ticket from the same call and update it accordingly. No manual intervention required.

  1. Click on “add new automated task”.
  2. Pick the trigger for when "an inbound call ends" in Talkdesk.
  3. Pick the action to "update ticket" in Zendesk.
  4. Customize the automated task according to your needs. You can mark the comment as an internal note to keep call details hidden from the customer.
  5. Click on “save”.

 "When a call ends in Talkdesk, update ticket in Zendesk"

  

The resulting ticket in Zendesk will have the original ticket and call details automatically added in the end of the call:

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Comments

  • Avatar
    Greg Bajan

    What if you just wanted to update an existing ticket, but not one you just created? Does Talkdesk have the ability to attach a private comment to an already existing ticket, one that wasn't created using a Talkdesk-Zendesk integration, when the call ends?

    Ideally, it'd be fantastic if you could target a ticket somehow, or that the Talkdesk widget in Zendesk gave you the option to choose which ticket to attach the phone call to, rather than having the Talkdesk widget/app assume it knows which ticket the phone call should be attached to.

  • Avatar
    Russ Gangloff

    Is there any answer to Greg's comment? We'd love that feature as well.

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