Creating, assigning and pushing inbound call tickets to agents | Zendesk Omnichannel

Daria Skvortsova
Daria Skvortsova
  • Updated

This article is here to help you if you currently have or are planning to enable and configure the Omnichannel routing feature in your Zendesk or Zendesk Talk 😊

In this case, you won't be getting regular tickets. Instead, you'll receive a special type of tickets called "call tickets" that are specifically designed to provide better reporting in Zendesk.

Note: If you want to use this feature, don't forget to add the App ID of the babelConnect app in your integration settings.

Here's what you need to do:

  • Head over to the Integrations section in the babelforce Manager.
  • Open up your Zendesk_V2 integration.
  • In Zendesk, go to the Admin section.
  • Navigate to Apps and integrations > Zendesk support apps.
  • Follow the instructions in this article to find the ID: How can I find an app ID in my Zendesk instance?
  • Simply paste it into the App ID field of your Zendesk_V2 integration.

We will cover 4 main steps in the following tutorial:

  1. Opening a ticket on an inbound call.
  2. Pushing the ticket to the agent when the call is bridged.
  3. Assigning the agent to the ticket.
  4. Updating the ticket when the call is finished.

Let's have a look at what it takes to build them 🚨Spoiler alert: only a few minutes :)

Screenshot 2023-12-20 at 17.34.06.png

 

1. Opening a ticket during an inbound call

To achieve our goal, we need to create a single Global automation in the babelforce Manager app. This automation will create a ticket for each incoming call and assign it to the appropriate requester simultaneously.

  1. Navigate to Integrated processes > Global automations.
  2. Click Add at the top right corner to create an automation.

    Screenshot 2023-12-20 at 12.17.46.png

  3. Follow the detailed instructions below to configure the automation.

Configuring the automation

Once you click Add you should see the following window on your screen:

Screenshot 2023-04-17 at 13.15.06.png

Let's enter the following data in these fields:

Screenshot 2023-12-20 at 17.31.13.png

  1. Label – give the automation a name.
  2. Priority – assign a relevant priority.
  3. Event – Inbound call.
  4. Actions β€“ Lookup enduser & create a call ticket - Omnichannel
  5. Trigger – Always if you already have it in your account.
    If not, simply click on the small plus icon to add it, using the provided parameters:
    Screenshot 2023-12-20 at 12.37.31.png 

  6. Scroll down to find further settings. You will come across a comprehensive list of different settings, some of which are already pre-filled.
    In the Integration field, please select the Zendesk V2 integration that has been configured in your account. If you haven't done this yet, head over to this article for guidance.
  7. Moving on, provide the desired Title in the respective field. This will be the title visible to you and your agents in Zendesk for these tickets. 

    Screenshot 2023-12-20 at 12.43.31.png 

  8. To complete the process, simply scroll down to the bottom and click on the Save button.

Now, when a customer calls your hotline and is connected to an agent, you'll see friendly tickets like this in Zendesk:

Screenshot 2023-12-20 at 13.47.31.png

2. Pushing the ticket to the agent when the call is bridged

To accomplish this, we will create a Global automation that ensures the ticket appears on the agent's screen in Zendesk as soon as the call is connected with them.

Configuring the automation

  1. Remaining in the Global Automations section, click Add to create one more automation.
  2. Put the following data into the fields:

     

    1. Label – give the automation a name.
    2. Priority – assign a lower priority than the one assigned to the automation that creates tickets.
    3. Event – Call bridged.
    4. Actions β€“ Push ticket to agent.
    5. Trigger – Always.
    6. Ticket ID β€“ leave this field empty.

  3. In the Integration field, select the Zendesk V2 integration that has been configured in your account.
  4. Click the Save button.

Great job, we've made it halfway! 🎊 Now, when the call gets connected to a specific agent, the created ticket will automatically open on the agent's screen.

Let's proceed with assigning tickets to our agents and then adding more information about the call once it's completed.

cool.gif

 

3. Assigning the agent to the ticket

You guessed it: we will create another Global automation but this one will simply assign the ticket to an agent once the call is bridged to them.

Configuring the automation

You know the drill 😊

  1. Remaining in the Global Automations section, click Add to create one more automation.
  2. Put the following data into the fields: 

    Screenshot 2023-12-20 at 16.10.44.png

    1. Label – give the automation a name.
    2. Priority – assign a lower priority than the one assigned to the previous automation that pushes tickets to agents.
    3. Event – Call bridged.
    4. Actions β€“ Update ticket.
    5. Trigger – Always.
       
  3. Scroll down to find further settings. 

    Screenshot 2023-12-20 at 16.11.51.png

  4. In the Integration field, please select the Zendesk V2 integration that has been configured in your account.
  5. In the Assignee ID field insert the following variable: {agent.sourceId}
  6. Click the Save button.

Now when the agent is assigned to the ticket created earlier, the Assignee field will be automatically filled with the agent's name.



4. Updating the ticket when the call is finished

A lot of call data becomes known and available to us only when the call ends. That's why we will set up a Global automation on the Call finished to be able to fill the call ticket with the Queue name, for example.

Configuring the automation

  1. Remaining in the Global Automations section, click Add to create one more automation.
  2. Put the following data into the fields: 

    Screenshot 2023-12-20 at 16.55.46.png 

    1. Label – give the automation a name.
    2. Priority – assign a lower priority than the one assigned to the previous automation that assigns tickets to agents.
    3. Event – Call finished.
    4. Actions β€“ Update a call ticket - Omnichannel.
    5. Trigger – simply click on the small plus icon to add it, using the provided parameters:Screenshot 2023-12-20 at 16.54.51.png


  3. Kindly scroll down to find further settings. 

    Screenshot 2023-12-20 at 17.41.07.png

    Screenshot 2023-12-20 at 15.17.31.png

  4. In the Integration field, please select the Zendesk V2 integration that has been configured in your account.
  5. Fill out the Title of the update you'd like to see on the call ticket when the agent is assigned.
  6. In the Call ID field insert the following variable: {integration.zendesk_v2.call.id}
  7. Copy the data from the Updated at field: {time.currentDate}T{time.currentTime} and paste it into the Call ended at field.
  8. In the Queue name field insert the following variable: {queue.name}.
  9. To complete the process, simply scroll down to the bottom and click on the Save button.

At this stage, once the call is completed, the call ticket will be updated with the queue name in the Caller information tab.




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