Creating and pushing an inbound call ticket to an agent in Zendesk

Christina Dechent
Christina Dechent
  • Updated

To push information from a call to an agent in Zendesk once they take the call, you will need just 3 simple event triggers. Below is a description of how to add these. When you are done you will have 3 Automations that look like the following:



Let's look at the 3 steps in more detail:

Lookup enduser: Firstly, once a call arrives at babelforce, i.e. on Event "Inbound Call", you should look up the end-user in Zendesk. 

Create ticket for each new inbound call: Once the end-user look up is complete, you create a new ticket in Zendesk for each new inbound call.

Push ticket to agent: And finally, just when the agent accepts a call, you push the ticket to the agent.


Note that these three steps need to be separate Automations because if a call ends before an agent takes the call, it is still necessary to look up the end-user and to create the ticket - just that the ticket won't be pushed to an agent in that case. But, of course, you would expect to see a ticket for all such calls also in Zendesk.

Both "Lookup enduser" and "Push ticket" are very simple. You fill in the details and for "Trigger" you can select "Always". Only if you want to make the look-up of the end-user or the ticket creation dependent on certain conditions (for instance, only create a ticket if a certain number is dialed) you can create a different trigger. For more details feel free to read this article.

 Settings for Looking up end-user:



Now let's take a closer look at the Automation Create Ticket.



Note that in order to add content with information about the call to the ticket, you can use placeholders that will be evaluated and replaced with the content they have for the current call. You can find information on using placeholders here. Also, make sure not to leave the Ticket comment empty, otherwise, Zendesk will not be able to create a ticket.

At the bottom of the screen adjust the "Ownership":

Since the end-user was already searched for in the "Lookup enduser" action previously, you can now make the [Current user] the requester. If at the lookup an end-user was found in Zendesk, then that end-user will be the [current user], if no one was found, then the requester will be automatically named "New end user {call.from.number}":


You can also add tags at the time of ticket creation. For example something like the following for an inbound call:


Settings for pushing the ticket to the agent:


That's all you need to do. Now for any call that is connected to an agent, i.e. on Event "Call bridged", your account will push a ticket to that same agent and the end-user will be added as the requester of the ticket. 


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