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

Creating ticket & push to agent

To push information from a call to an agent in Zendesk once they take the call, you will need 2 automations. Below is a description of how to add these. Once you are done this is what it will look like:

Let's look at the steps in more detail:

Create ticket for each new inbound call: Firstly, once a call arrives at babelforce, i.e. on event "Inbound Call", we look up the end-user in Zendesk and create a new ticket.
Push ticket to agent: When the agent accepts a call, we push the ticket to the agent.

Note that these two 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.

Let's look at the automation "Lookup enduser & create voice ticket"

First, choose the event "Inbound call"
For "Trigger" you can select "Always". For more details on triggers feel free to read this article.

It should look like this:

Now let's take a closer look at the part below:

The first part covers the enduser lookup:

The second part covers the ticket creation:

Note that in order to add 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.

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

Since the end-user was already searched for, 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.