How can we Help?

Automating tasks in your UserVoice Integration

Follow

With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents’ busy work to a minimum:

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

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

To configure an automated task, please follow these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Click on the Admin tab [1].
  • Select Integrations [2] and click UserVoice.

Uservoice_1.png

  • Click on Add your first automated task for UserVoice or Add New Automated Task if this is not the first automated task [4].

Uservoice_add_task_2.png

  • Customize the automated task according to your needs.
  • Click on Save.

 

Let’s walk through an example of creating a new automated task for missed calls in Talkdesk:

  • Select the trigger and action:
    • "When a call is missed in Talkdesk then create ticket note in UserVoice[5].

Uservoice_3.png

  • Customize the information sent to UserVoice by dragging the relevant fields into the text boxes:

    • Email: Drag the Contact email trigger field [6] - {{contact.email}}.
    • Subject: Drag the Contact phone trigger field [7] - Missed call from {{contact.phone}}. 
    • Description:
      • Drag the "Contact center number" trigger field [8] - Talkdesk Number  {{talkdesk_phone_number}}.
      • Drag the "Caller's number" trigger field [9] - Contact Number {{contact_phone_number}}. 
      • Drag the "Present time" trigger field [10] - Time {{time.now}}.

uservoice_customizing_tasks.png

Once finished, click Save to activate the automated task.

Talkdesk will automatically create a new ticket in UserVoice with a customized message each time a call is missed in Talkdesk.

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

Have more questions? Submit a request

Comments

Powered by Zendesk