Incoming phone calls are not creating tickets in Zendesk

Question

We've been working with RingCentral for a little over 3 months. RingCentral has never created a new Zendesk ticket when an incoming call is received. I've gone through every article on Zendesk and RingCentral that I can find, with no result. Has anyone else had this issue? How do I solve?

bjsvec · Answer

I haven't played with this for a while because it turned out to not be as useful as I hoped.  We don't have good records of phone numbers as much as email addresses here and many callers have multiple, different numbers they call us from.  Anyhow, I recall it was important to format the phone numbers in Zendesk correctly.  I'll test again and see if I can give you more specifics, but try things like 5105551212 or +15105551212, etc.

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