On Thursday, April 22nd, 2021, Talkdesk® will release the following new features to Zendesk automations:
- Pop a Ticket through CTI: From now on, the new "Pop a Ticket through CTI" action will be available for configuration in Talkdesk for Zendesk automations. When executed, the automation will pop open a Zendesk ticket to the agent that answers the call. Depending on the automation trigger event and scenario, the ticket can pop open on a first call answer, or even after a call transfer.
- Pop a Ticket through CTI when Creating a Ticket: From now on, the previously existing "Create a Ticket" action available in Talkdesk for Zendesk automations will also include an option to pop open the ticket to the agent handling the call. It is now possible to pop the ticket when it is created. This is done through the Zendesk CTI, offering a free alternative to the "Create Voice Ticket" that requires the paid Zendesk Talk Partner Edition.
For more information, please read our Talkdesk for Zendesk documentation.