The first step to have the call details automatically updated is to add a Zendesk automated task to create a ticket when a call starts in Talkdesk. To do so, follow these steps:
- Log in to your Talkdesk account as an Administrator. Click on Builder [1].
- Click on the Integrations tab [2].
- In the “My Integrations” page, click the Edit Integration button [3] on Zendesk.
- Click on Add automation [4].
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Once in the add automated task page, pick the trigger and action [5]:
- “In Talkdesk when an inbound call starts then create a ticket”.
- Customize the automated task according to your needs by dragging and dropping the following applicable "Event Fields" on the left [6] into the Zendesk ticket fields on the right [7].
- When you finish, click Save at the top of the page.
- You can disable and re-enable this automated task at any time, by switching the toggle to Enabled/Disabled.
Automatically updating the ticket with call details
A new automated task will have to be created to enable the call details to be automatically updated into the ticket
- Click on Add automation.
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Once on the “Add automation” page, pick the trigger and action [1]:
- “In Talkdesk when an inbound call ends then update ticket”.
- Customize the automated task according to your needs by dragging and dropping the event fields on the left [2] into the Zendesk integration fields on the right [3]. You can mark the comment as an internal note to keep the call details hidden from the customer.
- Click Save at the top of the page to activate the automated task. You can disable and re-enable this automated task at any time, by switching the toggle to Enabled/Disabled.
Talkdesk will then automatically discover the previously created ticket and update it accordingly at the end of the call: