Currently, the Zendesk integration leaves a text note with the Start Time, End Time, and Duration of the call. The admin setup documentation instructs us to create custom fields on the Ticket object to track these values, but these values do not auto-populate. The RingCentral App should be able to push these values into the actual Ticket object fields as shown in the documentation, instead of just as a comment. Without these values, reporting and tracking around these metrics is not possible.
Same experience here as well. The admin guide is still live on the Support Center but 4 pages of it are useless unless the app starts populating those fields. I'm interested enough in this feature that I'd gladly help work on it, I have experience building Zendesk apps.
Use case: we are trying to correlate ticket categories (Zendesk custom field) to average call duration from RC.