Plan requirement
| Subscription | UC-Premium |
| Access | WMS administrator |
If you are a pluscloud customer your Dialplans are managed. If you have questions regarding your Dialplan setup, contact pluscloud Support for more information. The purpose for this article is to inform Wildix Partners how to set up Wildix for Zendesk Support.
Wildix for Zendesk Support supports advanced workflows set up with Call Tags in the Dialplan. This allows the administrator to control elements of the Zendesk ticket when it is created, and how calls are presented when agents answer them in Zendesk Support.
The following topics are being discussed in this article:
Call Tags for Zendesk Support
Call Presentation and Call Actions
| Call Tags | Description |
zd_Sales |
Show tag 'Sales' in Call Window on Zendesk Support. |
Ticket Control
| Call Tags | Description |
zdbrand_123456789 |
New Tickets will be created with Brand ID 123456789. Note: Zendesk Support Enterprise or Zendesk Support Multi-brand Add-On only |
zdgroup_123456789 |
New Tickets will be assigned to Ticket Group ID 123456789. Note: The Agent has to be part of this Ticket Group. |
zdassignee_123456789 |
New Tickets will be assigned to Zendesk User ID 123456789. |
zdform_123456789 |
New Tickets will be created with Ticket Form ID 123456789. Note: Zendesk Support Enterprise or Zendesk Support Productivity Add-On only |
zdtag_Sales |
New Tickets will be populated with the Ticket Tag 'Sales'. |
zdticket_12345 |
Existing Ticket #12345 will be assigned to the call and opened on answer. This tag also travels the other way: once a ticket has been created for a call, the app writes zdticket_ with that number onto the call itself. So a call can carry this tag without anyone having set it in the Dialplan. |
zdticket_new
|
Creates New Ticket when incoming call is answered and shows the new ticket to the agent. |
zd |
Creates a New Ticket after the call when no ticket was created, for an example when answered with Zendesk Support closed. Note: Only supported when running Call Processing Engine |
zdc_123456 |
Selects the Zendesk Instance for zd Call Tag when multiple instances are connected to one Wildix domain. Note: Only supported when running Call Processing Engine
|
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