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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.

Once you have activated your Zendesk integration, you can start adding your 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) so that you can make a start:

  • 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 turned off by default, but you can enable each one of them by following these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Select the 'Admin' section [1].
  • Click the 'Integrations' tab [2] and then the 'Settings' button [3] under Zendesk.
  • Next to the automation that you wish to enable, click the gear and select 'Edit' from the drop-down menu [4].

automatingTasksInYourZendeskIntegration001.gif

  • Scroll down to the bottom of the page and enable the task by switching the toggle to 'ON' [5].
  • Click on 'Save' [6]:

Automated tasks will help streamlining the support process and enhance the quality of service your team provides to customers. 

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 - 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.

Follow these steps to set up this automated task:

  • Click on 'Add New Automated Task' [1]
  • Select the task: 'When a call is missed [2] in Talkdesk, then create a ticket [3] in Zendesk'.

automatingTasksInYourZendeskIntegration002.gif

You can customize the ticket message to be sent to Zendesk by dragging the relevant fields into the text boxes, as follows:

automatingTasksInYourZendeskIntegration003.gif

  • Ticket subject: 

"Missed call from {{contact_phone_number}}"  - Drag the "Caller's number" trigger field  [4] 

  • Ticket body:

"Missed call from:
{{contact_phone_number}}" - Drag the "Caller's number" trigger field  [4]

"Time:
{{time.now}}" - Drag the "Present time" trigger field [5]

  • Requester Name:

{{contact_id}} - Drag the "Contact ID" trigger field [6]

  • Requester Email:

{{talkdesk_phone_number}} - Drag the "Talkdesk number" trigger field [7]

 

Once finished, click 'Save' [8] to activate the automated task.

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON' [9].

 

Example - 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 calls 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.

To configure this new automated task, follow these steps:

  • Click on 'Add New Automated Task'.
  • Select the trigger as: 'When an outbound call ends [1] in Talkdesk then create a voice ticket [2] in Zendesk'.

Talkdesk will then automatically create a new ticket with your customized message to Zendesk whenever your agents finish an outbound call:

Voice_ticket_automation_Zendesk_1.png

 

You can customize the ticket message to be sent to Zendesk by dragging the relevant fields into the text boxes, such as:

Voice_ticket_automation_Zendesk_2.png

 

  • Ticket subject:

"Call to {{contact_phone_number}}" - Drag the "Called number" trigger field  [3]

  • Ticket body: 

"To:

{{contact_phone_number}}" - Drag the "Called number" trigger field  [3]

"Recording URL:

{{recording_url}}" -  Drag the "Recording URL" trigger field  [4]

  • Requester Name:

{{contact.name}} - Drag the "Contact name" trigger field [5]

  • Requester Email:

{{contact.email}} - Drag the "Contact email" trigger field [6]

  • Pop ticket in Zendesk?:

Select 'Yes' from the dropdown list [7]

  • Via:

Select 'Outbound' from the dropdown list [8]

 

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

Once done, click 'Save' to activate the automated task.  

You can disable and re-enable this trigger at any time by switching the toggle to 'OFF' / 'ON'.

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