Talkdesk offers the possibility of pop opening Zendesk tickets to the agent that is currently handling a call.
When configuring an automation, there are three actions that offer this feature:
The first two make use of the Talkdesk Zendesk Connector, while the latter uses Zendesk Talk Partner Edition.
Create a Ticket
The “create a ticket” action creates a new ticket in Zendesk. To configure this, the Admin needs to go to Admin > Integrations > Zendesk and create a new automation as explained here.
- Select the action create a ticket.
Within the action configuration, there is an option to select whether the created ticket should be pop opened to the agent handling the call - “Pop ticket in Zendesk?”:
- Select Yes if you want it to pop open or No if you do not.
Requirements: Please make sure that both Conversations and the Talkdesk Zendesk Connector are being used.
Use Case Example: Create a ticket when first answering a call and pop it open to the agent that answered the call.
Pop a Ticket Through CTI
This action pop opens a Zendesk ticket to the agent handling the call. To configure this, the Admin needs to go to Admin > Integrations > Zendesk and create a new automation as explained here.
- Select the action pop a ticket through CTI.
- Although optional, this action can receive a ticket id as input.
When a ticket id is received (as a Studio Context Variable, for instance), the specific ticket will pop open to the agent handling the call at that moment.
If this field is empty when the automation is executed, Talkdesk will pop open the latest ticket created in the context of the current call. It will be presented to the agent handling the call at that moment, provided that the ticket was created by an automation such as the “Create a Ticket” action described above. If no ticket has been created by that process, no ticket will be pop opened.
Requirements: Please make sure that both Conversations and the Talkdesk Zendesk Connector are being used.
Use Case Examples:
- Pop open a ticket to the agent when first answering a call, if the caller indicated, through the IVR, a ticket id that already exists, thus reducing ticket duplication. This will require the ticket id to be filled in on the automation configuration as a Studio Context Variable.
- Pop open a ticket that was created at the beginning of a call, to an agent answering a transfer. By leaving the ticket id field empty, Talkdesk will search for the ticket created at the beginning of the call and pop it open to the new agent that has answered the transferred call.
Create a Voice Ticket
This action creates a new voice ticket in Zendesk. To configure this, the Admin needs to go to Admin > Integrations > Zendesk and create a new automation as explained here.
- Select the action create a voice ticket.
Within the action configuration, there is an option to select whether the created ticket should be pop opened to the agent handling the call - “Pop ticket in Zendesk?”:
- Select Yes if you want it to pop open or No if you do not.
The main difference between a voice ticket and a ticket is that the former has a “Via” field indicating the origin of the ticket:
Requirements: Conversations and Zendesk Talk Partner Edition are being used.
Use Case Example: Create a voice ticket when first answering a call and pop it open to the agent that answered the call.