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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 setup Wildix for Zendesk Support and Wildix for Zendesk Sell.
Wildix for Zendesk Support and Wildix for Zendesk Sell both support the option to setup advanced workflows using Call Tags in the Dialplans. This allows the Administrator to control elements of the Zendesk Ticket when it's created, how calls are being presented when agents answer calls in Zendesk Support and if calls need to be pushed into Zendesk Sell contacts.
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. |
zdmode_forced_answer (will soon be replaced with zdticket_new) |
Creates New Ticket when incoming call is answered and shows the new ticket to the agent. |
zdmode_assisted (will soon be replaced with zdticket_assisted) |
Creates a New Ticket when the agent did not manually created a ticket or linked the call to an existing ticket. |
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 |
CSAT (available soon)
| Call Tags | Description |
zdcsat |
Starts CSAT procedure – If no rating is added the Ticket will promptly be put on Solved and switched back to the original Status. Satisfaction on Ticket will be set to Offered. |
zdcsat_good |
Satisfaction on Ticket will be set to Good. |
zdcsat_bad |
Satisfaction on Ticket will be set to Bad. It's recommended to continue the CSAT Dialplan and request a Satisfaction Reason. |
zdcsat_100 |
Satisfaction Reason on Ticket will be set to Reason Code 100. |
Zendesk Sell
Call Notes
| Call Tags | Description |
zdsell |
Create Call Note with Voicelog on all contacts with a matching phonenumber. |
zdoutcome_left_voicemail |
Call Note will be created with a Call Outcome. In this example "Left voicemail" would be selected. The Call Tag should only contain all characters of the set Call Outcomes matching a-z, A-Z, 0-9, hyphen (-) or underscore (_) for spaces and be prepended with zdoutcome_. |