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The integration between xCally Shuttle and Zendesk uses the new Shuttle Push Technology in order to speed the Ticket creation and agent pop-up.


The guide contains these sections:

 

Important configurations and hints

1.Choose the agent matching method

In order to have it working properly you need to choose the agent matching method:

by Agent Name:

the Agent Name in the Zendesk profile must correspond exactly to the Agent Name in Shuttle, like shown in the image below

or by email address

The Zendesk user's email address must correspond exactly to the Agent email address in Shuttle

To enable the email address matching method you need to enable the parameter search by email  in the integration settings on the xCally Web GUI


2.Zendesk agent/group association

The Agent is associated to a Group, in the Zendesk Agent Profile. Administrators can create Groups and associate Agents to them.

Here you can find information about Zendesk Groups: https://support.zendesk.com/entries/20047256-Creating-managing-and-using-groups

If the Agent is not associated with any GROUP, the ticket will not be created!

3. the Agent MUST have a Zendesk role different from Administrator and End User. It must have one of the Zendesk AGENT ROLES. If the Agent is associated with an Administrator or an End User account, he will not be able to see the automatic Ticket creation! Here you can find information about Zendesk Roles: https://support.zendesk.com/entries/20055812-Understanding-Zendesk-user-roles


Create a new Zendesk Integration

In the XCALLY Shuttle Settings menu you can find the Integrations section, where you can manage the integration with Zendesk.

To create a new Integration click on the button New Integration and fill the form with the following information:

You can choose a Name which represents the Integration and then fill the Username and Password fields, which require the same username and password of an Administrator Zendesk Account.

Then compile the URI field with your Zendesk URL, written as https://…./api/v2/ (for example https://xcally.zendesk.com/api/v2/), and the Integration Type, in this case selecting Zendesk from the dropdown menu.

IMPORTANT: the URI must end with /

e.g. https://xcally.zendesk.com/api/v2/ -> CORRECT URI

https://xcally.zendesk.com/api/v2 -> WRONG URI, the integration won't work!

 

After the form submit you can see your new Integration shown in the Integrations table.

Through the Integrations Table you can quickly:

  • edit the Integration parameters 
  • delete the Integration
  • check if the Integration is ok, through the Check Connection button

Create a new Trigger

Now let’s focus on the Triggers Section: here you can set how the integration works by adding a new Trigger.

To create it click on New Trigger and choose your integration strategy filling the form:

Through the Event field you can decide when the integration starts, so when the Zendesk ticket (dedicated to the actual call, which includes all the relevant fields of the caller) will be created:

  • Ringing: when the phone is ringing, before the agent’s answer 
  • Up: when the agent picks up the call 
  • Hang up: when the agent hangs up the call 
  • Unmanaged call: when the caller has hang up before talking with an agent 

You can also choose for which Queue the integration is valid. If you need to apply the Integration on more queues, you have to create one trigger for each queue.

In the last field you can select the integration type. You can also set which Tags will be associated to the Zendesk Tickets opened by the integration.

The tags can be created into the xCALLY Shuttle -> Settings -> Tags section. After the creation of the Trigger you can edit parameters or remove it.

Unmanaged Calls

In addition to the Ringing, Up and Hang up event, it is possible to create an Integration Trigger associated to the event Unmanaged Calls (when the customer hangs up the call without talking with the agent). The integration will open a ticket containing the customer phone number and basic data about the caller. The ticked can be later recognized looking at the Zendesk Tag=unmanaged, so the supervisors will be able to create proper Zendesk Triggers and Automations to manage the ticket according to their needs.

Zendesk Insights

It is now possible to trigger and tag the voice and the unmanaged calls, so to have the Zendesk Insight Reports to show you the call distribution status.


Custom Fields

Custom ticket fields are typically used to gather more information about the support issue or product or service in Zendesk.

Each Zendesk custom field is associated to one ID. Using Shuttle you can now create a MAPPING between the Zendesk custom field ID and the available field values. In order to do it just enter in the Shuttle administration web interface -> Section Integrations and add your custom field mapping in the CUSTOM FIELDS sub-section clicking on New Custom Fields.

Fill the form with the requested information:

Custom Field ID: Zendesk Custom Field ID (the image on the next page indicates how to retrieve it)

Prefix: String prefix

- Available Fields

  • From: Caller 
  • Date: Enter Time Call 
  • To: Called 
  • Unique ID: Asterisk Unique ID Call 
  • Id: Caller ID Zendesk 
  • Recording Link: Link Recorded Call 
  • Name: Caller Name 
  • SIP: Shuttle SIP 
  • Queue: Shuttle Queue 
  • Agent: Shuttle Agent 
  • Position: Queue’s Position 
  • Count: Queue’s Count 
  • Trunk: Shuttle Trunk 

- Suffix: String Suffix 

- Integration: Integration Name

Here an example: the From Field and the related Custom Field ID

 

Create the Zendesk custom field as a text type

 

Here it is a mapping example:

Here the result: your agents will get the ticket pop-up with the custom fields auto-filled.

Through the Custom Fields table it’s possible to:

- delete a custom field, clicking on the button Delete

- change the parameters specified in the creation of the custom field, clicking on Edit.

XCALLY Custom Variables

The XCALLY – Zendesk integration has been enhanced in order to allow the call center supervisor to map the Zendesk custom field with one XCALLY custom variable.

What’s an XCALLY Custom Variable

You can define any kind of dynamic call related variables and fill it with proper value during a live call, for example during the call flow inside your XCALLY IVR. It can be for example the result of your ERP order number query or some other specific information related to the customer, or anything else.

What’s a Zendesk custom field

You can add custom field inside your Zendesk ticket, so to associate value added information inside the customer ticket (i.e. order number or anything else).

 

The Result

If you enable the integration, you can now associate a Zendesk custom field with the XCALLY custom variable!

Custom Variables

In the Settings -> Integrations section there is a submenu where you can create Custom Variables to be used in the Cally Square section when designing the IVR structure. In this way you can pass useful data to the integrated 3rd party applications.

Click on the New Custom Variable button and fill the form with the Name and the Alias. In order to use the variable, you have to select Active, as shown in the image below.

The image below shows an example of how you can use the Custom Variable in the IVR structure:

Here the result in Zendesk: the order number is shown in the Additional Info section of the ticket.

 

Outbound CTI Integration

The xCALLY - Zendesk Integration can be also applied to an Outbound Route: a ticket is created and shown through a pop-up every time an Agent starts a call.
First of all, you need to have an Integration already created (Settings -> Integrations menu).
Then you have to go to the Dial Plan -> Outbound section, click on edit on the route of interest, go under the General Settings and choose the Integration from the list.

In case you enable the Zendesk integration for outbound call rules, please note one Ticket pop-up will be presented to the agent, for each OUTBOUND CALL TENTATIVE, independently from the outbound call result (busy, congestion, answer etc...)!

The Result

When the Agents starts an outbound call, the ticket pop-up, with all the main information, will be shown in his Zendesk interface.


Troubleshooting

The Integration doesn’t work? Check carefully the following steps:

  • the username and password correspond to a valid Zendesk Admin Integration Account
  • the Zendesk URI is correct.
  • The Agent is correctly associated to the Queue specified in the Trigger that you created (xCally Shuttle - Integration Settings).
  • The Agent Name in the Zendesk profile corresponds exactly to the Agent Name in the xCally Shuttle Agent profile.
  • The Agent is associated to a Group, in the Zendesk Agent Profile.
  • The Agent has a Zendesk Role different from Administrator and End User.

 

Advanced Experimental Zendesk Integration

The xCALLY powerful Web Workspace console can be embedded and displayed into the Zendesk interface through the following steps:
- Set xCALLY in the https Secure Connection, as described in the Shuttle SSL Https Usage section. This step is necessary because only in that way the integration can work properly.
- Go to the Zendesk Settings -> Apps -> Marketplace
- Search the Sidebar Icon app and install it

- Go to the Zendesk Settings -> Apps -> Manage
- Select Change Settings, in the Sidebar Icon Settings dropdown menu.

Here you have to define the iframe URL, typing the xCALLY Shuttle https URL, and then the icon images for the inactive, hover and selected status.

 

When the Sidebar Icon is enabled you can see your custom icon on the Zendesk navigation bar and quickly access to the xCALLY Shuttle web interface by clicking on it.
Important: before using the xCALLY Shuttle web interface through Zendesk for the first time, we suggest you to access directly to xCALLY by the https URL to correctly enable permissions.

 



Zendesk - Plus (Ticket transfer)

The new XCALLY - ZENDESK integration provides effective Ticket pop-up when a voice call is transferred from an Agent1 belonging to a Queue1 to an Agent2 belonging to a Queue2: in this case Agent1 and Agent2 will be able to work on to the SAME Ticket!


The feature is pretty useful when you have a customer care with a Front office queue which need to be able to perform an escalation to a Back office queue, or generally speaking voice transfers occur from Level1 to Level2 queues.

How it works

Agent1 receives and manages a call on the queue1 -> XCALLY shows a new Zendesk ticket pop-up to the agent1
- For some reason agent1 needs to forward the call to a second level, so he/she will perform a blind transfer to the queue2 (dialing the number defined in the Dialplan - Inbound - Internal section) 
Agent2 answers the call on queue2 -> XCALLY shows to agent2 the same ticket pop-up already showed to the agent1

Integration setup

In order to work the escalation from queue1 to queue2 must be pre-defined in the integration menù. 
The customer care administrator defines the queue1 - queue2 association inside the Trigger so it will work properly when agents transfer from queue1 to queue2

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