When the integration between Talkdesk and Zendesk is configured, and an automated task has been put in place, it is possible to have a ticket created in Zendesk automatically every time a call ends.
The “Relate to” feature enables agents to relate a call to an existing ticket, hence preventing the excessive number of tickets being created in Zendesk after a call, and the lack of relation between the tickets and the calls.
With this feature, agents can select the ticket to which the call will be related, from a list of existing tickets that are displayed in Conversations after an inbound or an outbound call ends:
The tickets that show up are those that are associated with the contact phone number. They are displayed in chronological order, and closed tickets come last. To learn more, please refer to the article Using Relate To in Talkdesk Zendesk Connector (Conversations).
Prerequisites
To activate the “Relate to” feature, you must make first the following configurations:
- Make sure your team members have access to Conversations. Learn more in the article Upgrading to Talkdesk Agent Workspace. Activate the integration between Talkdesk and Zendesk.
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Define the following automated tasks:
- When an inbound disposition code is set then update ticket in Zendesk.
- When an outbound call disposition code is set then update ticket in Zendesk.
Note: You can define additional automated tasks, in accordance with your business needs.
Activation
When all of the above have been configured, follow these steps to enable the “Relate to” feature:
- Go to the Builder app [1]
- Select Integrations [2].
- Select Zendesk [3].
- Click on Configuration [4].
- At the bottom of the page, find and tick the "Relate to ticket" option [5].
- Click Save.
Note: If you use the “Relate to” feature in Talkdesk Conversations, the ticket in focus in the agent’s Zendesk is selected by default at call wrap-up. For more information, see Using Relate To in Talkdesk Zendesk Connector (Conversations).