Integrating CallTrackingMetrics with ZenDesk

The Zendesk integration allows you to search for existing customer tickets in Zendesk,  create new Zendesk tickets directly from the CallTrackingMetrics call log, and automatically create tickets in Zendesk using triggers.  

This integration is available on Sales Engage, Enterprise, and Connect plans.

Requirements:

The account used to link to Zendesk must have administrator access to your Zendesk account.

Connecting CTM to Zendesk

• Navigate to Settings → Integrations → Zendesk.
• Enter your API domain in the field provided (ex: mydomain.zendesk.com) and click Connect to Zendesk.

   

Integration Settings

In this section, you will set your preferences for ticket assignment and for the default search settings in the Zendesk activity log panel.

• By default, the integration will assign Zendesk tickets to the agent assigned to the activity (call, text, or form).  Uncheck this box if you want to remove that behavior.
• Use the Preferred Search field to create a search hierarchy.  These criteria will be used in the automatic search that occurs when you open the Zendesk panel in the activity log.  
  • Because Zendesk records are tied to email addresses, we recommend email addresses as your primary search criteria.
• Use the + button to add more criteria.  If a record cannot be found with the first parameter you have selected, the integration will attempt to search by the second, then the third, and so on.
• Use the ticket status field to select which Zendesk ticket statuses should be included in the initial search.
• Click Save Options.

Agent Mapping

Once your accounts have been linked, you may map users in your CTM account to the corresponding users in your Zendesk account.

• From the Zendesk setup page, click or scroll to the Agent Mapping section.
• This section will populate with the list of users detected in your Zendesk account.  Click the Select an agent drop-down and select the corresponding CTM user name for each user you would like to map between accounts.
• Click Save Mappings. 

Ticket Mapping

The ticket mapping settings determine which fields will be written if you are using a trigger to automatically create tickets in Zendesk.  If you are not using triggers to create Zendesk tickets, you can skip this section.

• From the Zendesk setup page, click or scroll to the Ticket Mapping section.
• For each Zendesk field, you wish to update, use the drop-down menu to select the corresponding CTM field. 
• Subject and Description are required fields for Zendesk tickets.  You can use the provided tokens to create helpful subject lines and ticket descriptions for your automatically created tickets.

Note: Zendesk tags are single-word only, so multi-word tags from CTM (such as “new caller”) will become multiple tags in Zendesk (“new” and “caller”). We recommend using single-word tags or underscores (“new_caller”) if you wish to send tags to your Zendesk tickets.

Tip: If your specific Zendesk implementation has additional required fields, you will need to create a mapping for those fields.

Creating Triggers

If you wish to automatically create tickets in Zendesk, you can create a trigger to automatically create a ticket using the fields you set in the Trigger Mapping section. Click here to learn more about triggers.

• Navigate to Calls → Triggers and click New Trigger.
• Enter a name for your trigger.
• Use the drop-down menu to select when you would like this trigger to run.  For Zendesk, you may wish to run a trigger at the end of a call or when a contact is updated with a particular tag.
• Select to have the trigger run for all activities or assign specific traffic numbers to this trigger.
• Click +Add Workflow.
• Select the rules that should apply to this trigger.  You may wish to set rules for calls over a certain duration or for contacts that have an email address.
• Click Add Action and select Create a ticket in Zendesk.
• Click Save Changes.

Setting Zendesk as the Default Panel  

Using Teams, you can choose to have the Zendesk panel in the activity log open at the beginning of a call for agents using the desk mode view.

• Navigate to Settings → Teams (Phone Settings).
• Click Edit next to the team you wish to update.  Or, click New Phone Settings to create a new team for your account.  Follow the instructions here for more information in setting up a team.
• Click or scroll to the Answering Calls section.
• Use the Auto-load Panel (in desk mode) drop-down to select Zendesk Panel.
• Click Save Changes.

Setting Zendesk as the Wrap-Up Panel

Using Teams, you can choose to use the Zendesk panel in the activity log as the wrap-up panel for agents using the desk mode view.

• Navigate to Settings → Teams (Phone Settings).
• Click Edit next to the team you wish to update.  Or, click New Phone Settings to create a new team for your account.  Follow the instructions here for more information in setting up a team.
• Click or scroll to the Wrap-up Panel section.
• Use the Wrap-up Panel drop-down to select Zendesk and adjust any other wrap-up panel settings as needed.
• Click Save Changes.