Dear Zendesk Support Team,
I am reaching out to address an issue we are encountering in our system. Specifically, we have a voicebot that leverages your platform's API to create tickets and seamlessly transfer calls to Zendesk agents. However, we are currently facing a challenge: when a call is transferred to Zendesk, a new ticket is automatically generated, but we need to incorporate the data collected by our voicebot into this ticket. Our goal is to ensure that operators have access to all pertinent information obtained during the customer's interaction with the voicebot.
Is there a mechanism available that would allow us to transmit our voicebot data to the newly created ticket automatically? Additionally, we are exploring the possibility of connecting tickets based on the associated phone number. While we can send data through SIP, we have not found relevant documentation on this matter.
Could we arrange a discussion with a knowledgeable individual on your team who can provide guidance and assistance in resolving this issue? We would also appreciate any insights or recommendations on integrating voicebot data seamlessly into Zendesk tickets
Integrating Voicebot Data into Automatic Zendesk Tickets
Hey Michael,
Can you share your workflow in a bit more detail. I'm specifically interested in the Zendesk APIs you're using and how they fit in your current usage.
Thanks!
Tipene
Hi Tipene,
-
Customer Call:
- Customers initiate contact by calling the client's line.
-
Voicebot Processing:
- The voicebot takes over the call and collects essential customer information, including name, phone number, issue, etc...
-
Live Operator Transfer:
- If necessary, the customer is transferred to a live operator for further assistance.
-
Zendesk API Call - Ticket Creation:
- Upon processing the call, the voicebot triggers a Zendesk API call to create a new ticket. This is achieved by making a request to the endpoint "https://company-name.zendesk.com/api/v2/tickets."
-
Ticket Contents:
- The new ticket is populated with all the relevant data collected during the voicebot interaction. This includes customer details and a GPT summarization of the call.
-
Customer Transfer to Zendesk:
- The customer is seamlessly transferred to Zendesk for further assistance.
-
Challenge - Associating Tickets:
- An issue arises when a new ticket is created at the moment of transfer, potentially leading to a disconnect between the automatically generated ticket and the one created by our voicebot.
-
Objective - Ticket Connection:
- The goal is to establish a seamless connection between the ticket created during the voicebot interaction and the new ticket generated when the customer is transferred to Zendesk.
-
Operator Visibility:
- When the live operator answers the call, they should have access to the original ticket created by the voicebot. This enables them to understand the context of the customer's issue and respond more effectively.
-
Enhancement Implementation:
- To address this challenge, ongoing efforts are focused on enhancing the workflow to ensure that operators can easily access the relevant information from the initial voicebot interaction.
In summary, the workflow involves a combination of voicebot processing and Zendesk API calls to create tickets. The primary objective is to seamlessly connect these tickets to provide a cohesive customer support experience, enabling operators to access comprehensive information when interacting with customers. Ongoing efforts are directed towards refining this integration for optimal efficiency.
Looking forward to your answer!
Regards,
Michael
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