Zendesk Integration - track Duration
Tags: integrations
Apr 22, 2019 at 11:04am • 5 replies • 0 likes
cody-osegard
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.
5 Answers
Awesome, thanks so much for replying @james hunyar - I was able to get this working as well. If anyone at RC is listening, please update the Zendesk Admin Guide you guys have on your support site at: https://netstorage.ringcentral.com/guides/zendesk_adminguide.pdf
1
Hi Kris - I was able to get this resolved with the help of Ring Central. I'm not sure if they did anything on their end, but here's how I set up my fields:
Last Call Start
Last Call End
Last Call Duration
Outbound Dialed Number
Inbound Called RC Number
All of these are Text type fields. This made it work for us.
Last Call Start
Last Call End
Last Call Duration
Outbound Dialed Number
Inbound Called RC Number
All of these are Text type fields. This made it work for us.
1
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.
Use case: we are trying to correlate ticket categories (Zendesk custom field) to average call duration from RC.
0
A new Community is coming to RingCentral!
Posts are currently read-only as we transition into our new platform.We thank you for your patience
during this downtime.
Try Workflow Builder
Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!Try RingCentral Workflow Builder