Set up Contact Creation for Zendesk

After integrating Yeastar P-Series PBX System with Zendesk, you can enable automatic or manual contact creation. This feature helps Zendesk users build their contacts database, ensuring that all contacts are captured when unknown calls are received or placed in Zendesk.

Prerequisites

You have integrated Yeastar P-Series PBX System with Zendesk.

Procedure

  1. Log in to PBX web portal, go to Integrations > Helpdesk.
  2. On the Zendesk integration page, turn on Create New Contact.
  3. In the Create Method section, select the desired creation method according to your needs.
    • If you want the system to automatically create contacts in the Helpdesk based on specified types of calls, do as follows:
      1. Select Automatically.
      2. In the Call Type drop-down list, select when will a contact be automatically created in the Helpdesk.
        • Inbound: Inbound call from an unknown number that doesn't match a Contact, Lead, or Account already in the Helpdesk.
        • Outbound: Outbound call to an unknown number that doesn't match a Contact, Lead, or Account already in the Helpdesk.
    • If you want to allow associated extension users to manually create contacts in the Helpdesk during a call, select Manually.
  4. Click Save.

Result

  • If automatic creation is configured, when a call is placed to an unknown number or a call is received from an unknown number, a new contact is created in Zendesk.
    Note: The name of an auto-created contact has a prefix of Automatic New Contact followed by the number.

  • If manual creation is configured, the associated extension users can manually add an unknown number as a new contact or lead on the Helpdesk.

Note: If the Contact Synchronization feature is enabled, the new created contact will also be synchronized to the associated phonebook in Yeastar P-Series PBX System.