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Automating Tasks in your Zendesk Integration

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With automated tasks, your agents can stay busy handling calls without having to go back and forth updating two systems with redundant information. Automated tasks will streamline the support process and enhance the quality of service your team provides to customers.

Once you have activated your Zendesk integration, you can start adding your automations.

 

Enabling and Disabling Automations

To get the Talkdesk and Zendesk integration deployment up and running more easily, we have added some 'recipes' (automations that are set up by default when the integration is initially configured) to help you get started:

  • When a contact is created in Talkdesk, create a user in Zendesk.
  • When a user leaves a voicemail in Talkdesk, create a voicemail ticket in Zendesk.
  • When an inbound call starts, pop a ticket in Zendesk.
  • When an inbound disposition is set, update ticket.
  • When an outbound call ends in Talkdesk, create a ticket in Zendesk.

These automated tasks are disabled by default, but you can enable them by following these steps.

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  • Log in to your Talkdesk account as an administrator and navigate to Admin [1] > Integrations [2].
    • Note: Your role must contain the appropriate permissions to see these options. Learn more at Team Roles.
  • Click on Zendesk [3] to see its automation list.

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  • Click the gear icon > Edit [4] next to the automation you want to update. 

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  • Scroll down to the bottom of the page and click the ON/OFF toggle button [5] to enable or disable the automation.
  • Once you’re satisfied with the automation’s enablement and other settings, click Save [6].

 

Creating New Automations

You can also create the following rules (and more) to keep agent busy work to a minimum: 

  • When a call goes to voicemail, create a voicemail ticket with the recording in Zendesk.
  • When a call is missed, create a new ticket in Zendesk.
  • When a new contact calls, create a new customer in Zendesk.
  • When a contact is updated in Talkdesk, update the customer in Zendesk.
  • When a call ends, create a new customer in Zendesk.

 

Example 1: Creating a ticket in Zendesk when a call is missed in Talkdesk

Let’s take the example of creating a ticket in Zendesk when a call is missed in Talkdesk. Add a new automated task and configure the Talkdesk event and action as follows:

new_ZD_automation_raw.png

You can configure the ticket created by the task to include dynamic values based off Talkdesk data (see the article, Automated Task Fields for a comprehensive overview). For this example, we’ll use the following values:

FORM FIELD VALUE
Ticket subject Missed call from {{contact_phone_number}}
Ticket body

Missed call from:

{{contact_phone_number}}

Time:

{{time.now}}

Requester Name {{contact_id}}
Requester Email {{talkdesk_phone_number}}

Once the configuration is satisfactory, click Save at the bottom of the page to activate the task.

 

Example 2: Creating a voice ticket in Zendesk when an outbound call ends in Talkdesk

Follow these steps to set up a new automated task for outbound calls in Talkdesk. When an outbound call ends, Talkdesk will create a voice ticket in Zendesk with the recording so that your team or supervisor will know what that outbound call is about, and it’s easier for the team to follow up.

Note: If you are on a Zendesk Essential plan, the option to create a voice ticket is not available. Please reach out to Zendesk support to upgrade your plan, if required.

Begin by adding a new automated task and configure Talkdesk event and action as follows:

example_2_raw.png

Next, configure these fields as follows: 

FORM FIELD

VALUE

Ticket subject

Call to {{contact_phone_number}}

Ticket body

To:

{{contact_phone_number}}

Recording URL:

{{recording_url}}

Requester Name

{{contact.name}}

Requester Email

{{contact.email}}

Pop ticket in Zendesk?

Yes

Via

Outbound

This automation will create a new ticket (Status: New) into Zendesk's system with the recording URL and the phone number.

 

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