Set up Automatic Ticket Creation for Zoho Desk

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

Note: Due to limitations in Zoho Desk, the "Automatic Ticket Creation feature" is only available for Contacts and not for Accounts.

Prerequisites

You have integrated Yeastar P-Series Cloud Edition with Zoho Desk.

Procedure

  1. Log in to PBX web portal, go to Integrations > Helpdesk.
  2. On the Zoho Desk integration page, turn on 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 Zoho Desk when the Zoho Desk user receives an inbound call from, or places an outbound call to a Zoho Desk contact.
    Note: Due to the limitation of Zoho Desk, after creating a new ticket before the call, the contact details in the call popup may not immediately display the newly created ticket. If the ticket does not appear, please wait a moment and refresh the webpage again.

    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 Zoho Desk when the user ends the call with a Zoho Desk 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. Configure the following ticket information according to your needs.

    • Subject: The subject of the ticket.
    • Description: The description of the ticket.
    Note: The contents can be composed of variables. For the supported variables, see XML Descriptions for Integration Template - New Ticket Creation Scenario Variables.
  5. Click Save.

Result

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