Set up Automatic Ticket Creation for Zendesk

After integrating Yeastar P-Series PBX System with Zendesk, you can set up automatic ticket creation for Zendesk contacts, so as to automatically convert inbound calls and outbound calls into support tickets.

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, select the checkbox of Create New Ticket Automatically.
  3. Set up the time point and call type(s) of automatic ticket creation.
    When to Create New Ticket Description
    Before the Call A ticket will be created in Zendesk when the Zendesk user receives an inbound call from, or places an outbound call to a Zendesk contact.

    In the The Type of Call to Create Ticket drop-down list, select specific call type(s) based on which a new ticket will be created.

    • Inbound: Inbound calls.
    • Outbound: Outbound calls.
    After the Call A ticket will be created in Zendesk when the user ends the call with a Zendesk contact.

    In the The Type of Call to Create Ticket drop-down list, select specific call type(s) based on which a new ticket will be created.

    • Inbound Answered: Inbound calls that are answered.
    • Inbound No Answer: Inbound calls that are missed.
    • Outbound Answered: Outbound calls that are answered.
    • Outbound No Answer: Outbound calls that are not answered.
  4. Click Save.

Result

New tickets will be created for existing Zendesk contacts automatically based on the specified call types. Users can check the auto-created tickets on the details page of the Zendesk contacts.
Note: If you have set up automatic contact creation for Zendesk, the system also creates new tickets for unknown inbound or outbound calls.