From your Standalone Zendesk for Contact Center environment, once your Engage CloudFormation stack is updated to integrate with Zendesk, you will be able to access the Zendesk settings page from the left-side navigation bar in the standalone Zendesk for Contact Center platform. From here there are various settings related to Zendesk for Contact Center's behavior in Zendesk that you can customize.
Standard Settings
Your Zendesk Account
From this expandable section you are able to review the details of the Zendesk integration, Edit the settings, and use the "Go to Zendesk" button to navigate directly to the linked Zendesk account.
Ticket assignment behavior
In this section you are able to customize how ticket creation in Zendesk should be handled.
Here are additional details of the setting combinations:
The ticket will be ‘popped’ to the Agent. | | | True | ticket_assignment = true | A new ticket will be created after the Agent accepts the call.
The ticket will be ‘popped’ to the Agent. | | | True | ticket_assignment = false | A new ticket will not be created after the Agent accepts the call.
No ticket will be ‘popped’ to the Agent. | | | False | None | A new ticket will not be created after the Agent accepts the call.
No ticket will be ‘popped’ to the Agent. | | | False | ticket_assignment = true | A new ticket will be created after the Agent accepts the call.
The ticket will be ‘popped’ to the Agent. | | | False | ticket_assignment = false | A new ticket will not be created after the Agent accepts the call.
No ticket will be ‘popped’ to the Agent. | | **Force ticket creation** | True | None | If a ticket isn’t created by default (see Ticket assignment behaviour) the Agent will be made to create a new ticket or link the call to an existing ticket before they are able to close the call. | | | True | force_ticket_creation = true| If a ticket isn’t created by default (see Ticket assignment behaviour) the Agent will be made to create a new ticket or link the call to an existing ticket before they are able to close the call. | | | True | force_ticket_creation = false| An Agent can end a call irrespective of whether or not a ticket has been associated to the call. | | | False | None | An Agent can end a call irrespective of whether or not a ticket has been associated to the call. | | | False | force_ticket_creation = true| If a ticket isn’t created by default (see Ticket assignment behaviour) the Agent will be made to create a new ticket or link the call to an existing ticket before they are able to close the call. | | | False | force_ticket_creation = false| An Agent can end a call irrespective of whether or not a ticket has been associated to the call. | | **Pop customer or ticket details before accepting the call** | True | None | A ticket or the customer profile will be displayed to the Agent prior to them answering/accepting the call.
The zendesk_ticket_id attribute must be set on the ticket for this to work. | | | True | pop_incoming = true | A ticket or the customer profile will be displayed to the Agent prior to them answering/accepting the call.
The zendesk_ticket_id attribute must be set on the ticket for this to work. | | | True | pop_incoming = false | A ticket or user profile will not be displayed to the Agent prior to them accepting the call.
A ticket or user profile may be displayed after the Agent has accepted the call, depending on other settings.| | | False | None | A ticket or user profile will not be displayed to the Agent prior to them accepting the call.
A ticket or user profile may be displayed after the Agent has accepted the call, depending on other settings.| | | False | pop_incoming = true | A ticket or the customer profile will be displayed to the Agent prior to them answering/accepting the call.
The zendesk_ticket_id attribute must be set on the ticket for this to work. | | | False | pop_incoming = false | A ticket or user profile will not be displayed to the Agent prior to them accepting the call.
A ticket or user profile may be displayed after the Agent has accepted the call, depending on other settings.| | **Create a ticket on every outbound call** | True | None | A new ticket will be created and associated to the call every time an outbound call is placed. | | | True | all_outbound = true | A new ticket will be created and associated to the call every time an outbound call is placed. | | | True | all_outbound = false | When placing an outbound call, a ticket will not be created automatically. | | | False | None | When placing an outbound call, a ticket will not be created automatically. | | | False | all_outbound = true | A new ticket will be created and associated to the call every time an outbound call is placed. | | | False | all_outbound = false | When placing an outbound call, a ticket will not be created automatically. |
Call Details
This section defines the behavior or Call Transcripts and Recordings in Zendesk from the Contact Center app.
