Incoming phone calls are not creating tickets in Zendesk

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philips7591 asked Oct 26, '17 philips7591 commented Oct 26, '17

Incoming phone calls are not creating tickets in Zendesk

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?

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Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

On MacOS: press "fn + command + f2" keys
On Windows: press "Ctrl + F2" keys

Answer 1 · 2017-10-26T20:02:47Z

bjsvec answered Oct 26, '17 bjsvec commented Sep 19, '18

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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bjsvec commented · Oct 26, 2017 at 08:12 PM

I just tested and it works for me as long as the phone number for the user in Zendesk is entered as 15105551212 format. It auto opens a new ticket, creates a private note with time stamp and a new private note window also.

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Answer 2 · 2017-10-26T20:14:08Z

philips7591 answered Oct 26, '17 philips7591 commented Sep 19, '18

Brandon,

Thank you for your response, it's really helpful. What do we do if it is a new customer with no phone number in the system?

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bjsvec commented · Oct 26, 2017 at 08:19 PM

I just tested that too and it opens a new ticket with no other info than a phone number form the caller ID. You would have to add the details like name, email, and organization as needed, I guess. Then next time it should pop the correct customer and organization if they call from the same number again.

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philips7591 commented · Oct 26, 2017 at 08:27 PM

Unfortunately, that's not working for us. When we answer a call in Zendesk on the RingCentral widget, the call is moved to our RingCentral Mac desktop and no ticket is created. So frustrating! Thanks for your help though, I appreciate it.

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bjsvec commented · Oct 26, 2017 at 08:30 PM

Hmm. I was answering my test calls on my desk phone, but also have the Mac desktop app running. I actually didn't know you could answer in the widget. I will try that and see if anything different happens. Have you tried answering via the desktop app first instead of the Zendesk widget?

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bjsvec commented · Oct 26, 2017 at 08:35 PM

Weird. I can't see any way to answer with the widget. the ticket only gets created or popped after I answer the call on my desk phone or desktop app.

Are you using the voice integration ZD has? Mabe that is interfering?

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philips7591 commented · Oct 26, 2017 at 10:30 PM

Not using any voice integration from Zendesk. Even when we answer from our RingCentral from the Mac Desktop, tickets aren't created. Not sure why I would consider continuing to pay for the service if one of their product promises doesn't work for us.

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