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The "Relate To" feature enables agents to select existing tickets in Zendesk and relate them to calls. After an inbound or outbound call ends, the agent can pick from a dropdown list of existing tickets displayed in the Conversations wrap-up. 

The listed tickets are active and associated with the caller’s contact phone number, with a maximum of 20 tickets. Tickets with the Open status are displayed chronologically on top of the list. 

Additionally, the last ticket opened by the agent is at the top of the list, even if it is not related to that phone number.

To enable the “Relate To” feature for Zendesk Connector, please check the article Enabling Relate to Ticket in Talkdesk for Zendesk.

Notes:

• With the Fall ‘22 release, a functional enhancement to this feature was introduced where this component moved from a “tab” to a “card” part of the call wrap-up screen. This article already reflects this new user experience.

After enabling the feature, follow the next steps to use it in Conversations:

1. In Zendesk, log in to Talkdesk by clicking on the Talkdesk icon in the top-right corner and selecting Login[1].

2. Log in to Talkdesk Conversations [2].

3. When an inbound or outbound call ends, the wrap-up screen appears in Conversations. Below Dispositions, you’ll see a new card, “Relate to”, in which you can select the ticket to relate the call to [3].

Notes:

• The dropdown field allows you to search for the relevant tickets by name, ID, or status.
• “Relate to” results are limited to 20 tickets by default.
• If you do not select a ticket, the ticket in focus in Zendesk is selected by default. For more information, see Default Ticket Selection.

4. Click on the Submit[4] button. This action will log the call and trigger the automation to update the ticket in Zendesk, so the relationship between the call and the ticket is created on the Zendesk side.

Notes:

• Please note that “Disposition” is a mandatory field that must be filled before you can proceed to log the call information.

• Agents need to make sure they are logged in to CTI in Zendesk when using the “Relate to” feature, as not doing so will prevent the feature from working properly. In this situation, the "Relate to" dropdown will not display any tickets besides the “None” option, and the following error message will appear in the Relate To Card: “Couldn’t fetch results. Please try again.”

Default Ticket Selection

When the wrap-up screen appears and the agent has not selected a ticket, the “Relate to” field automatically selects the ticket that is currently in focus in the agent’s Zendesk. This ticket is not always the ticket created for the call. For example, if an automation creates a new ticket when the call ends, but the agent still has the caller’s previous ticket in focus, the previous ticket is selected by default. When the agent submits the wrap-up, the call and its recording are related to the selected ticket.

To make sure the call is related to the intended ticket, use one of the following options:

1. Select the correct ticket in the “Relate to” dropdown before submitting the wrap-up.
2. Update the automation that creates the ticket so that it also opens the new ticket in Zendesk. This brings the new ticket into focus, so it is selected by default.
3. If your agents do not need the “Relate to” feature, disable it: go to Admin > Integrations > Zendesk, click Configuration, untick the “Relate to ticket” option, and click Save. The update ticket action is then applied to the ticket created for the call.

Note: The ticket selected by default depends on the Zendesk ticket tab that is in focus when the call wrap-up is displayed.
 

Mandatory Relate To Selection

You can enforce the selection of a “Relate to” ticket before logging the call information.

This feature can be enabled by executing the following steps:

1. Go to your Talkdesk account > Admin > Integrations > Zendesk.
2. Click on the Configuration button to update your configuration and tick the “Mandatory Relate to” option. If this option is not checked, the feature will not work.
3. Click on the Save button.

Note: Whether you are enabling or disabling the feature, to take effect, agents currently logged in will need to refresh the Conversations App. After enabling the “Mandatory Relate to” setting, Conversations will only allow the call information to be submitted once a disposition and a “Relate to” option are selected.

Note: Agents will always have the ability to select the None option on the Relate To dropdown.