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Capturing phone data - Best Practices

Mark Deaton
asked this on November 29, 2010 08:59

My company provides support to clients via telephone, live chat, and email.  When requests for assistance come in via email, a new Zendesk ticket is auto-created.  When they come in via chat, the tool we are using for that purpose captures details.  When it comes in via phone, though, we don't have a good way to capture data that gives us the metrics we're interested in, such as why did the person call for help, what was the nature of the request, and how long did it take to solve the problem?

My question is this:  When we get a phone call now, we are opening a new ticket, with the requester being an internal user, and capturing all of the relevant data that way.  Are others doing this, or is there a better way to capture our clients' experiences?  Just looking for ideas and ways that others are using Zendesk when requests for assistance come in via phone.

 

Thanks,

Mark

 

Comments

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Karan Sachdeva
snapdealc

IS there any solution to the question asked?

April 04, 2011 21:41
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Austin Ayers
anybill

I also am interested!

May 26, 2011 13:12
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Jacqueline

Also, is there a way to add  field on the user registration to capture their phone number in addition to their e-mail and name?

August 04, 2011 11:37
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Jacqueline

Also, is there a way to add  field on the user registration to capture their phone number in addition to their e-mail and name?

August 04, 2011 11:39
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Carlos Alvarez
The way we use it is to search for or add the user calling, then use the "Assume identity" feature to become that user and create a ticket. If it's a simple request, the ticket gets done after the fact if it's something that would be good to document. If it's more complex, we ask the user to hang on while we make notes, and make the ticket in real time, assign it, and let the user know when to expect a solution. We also simply tell callers to send an e-mail if they are asking for non-emergency changes that aren't extremely simple. We just explain that documentation for change requests is critical and putting it in writing assures we do it right.
September 01, 2011 10:49
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Martin Grøn
golfbox
We have created a macro that sets all the standard fields and insert the requester, subject and a description - we can then change the default fields if needed. It makes it very easy to log calls.
September 05, 2011 12:52
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Patrick B.

ZenDesk must be able to provide a better means for logging phone calls?

February 22, 2012 14:58
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Jennifer Rowe
Zendesk
Check Answer

Hey guys,

Just wanted to close the loop on this old thread. The question was originally asked before we had the Zendesk Voice feature. It enables you to accept support calls in your browser or you can forward calls to a phone. And a ticket is automatically created for every call. If you haven't already set it up, you can read about it here. Thanks to everyone who shared their best practices!

May 25, 2012 11:04
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Carlos Alvarez

A lot of people will want to use their existing phone systems and services along with Zendesk.  Switching is neither simple nor desirable for most.

May 31, 2012 19:34
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Jennifer Rowe
Zendesk

Good point, Carlos! I guess sharing best practices here could still benefit those who can't make the switch to Zendesk Voice. (But for anyone who didn't know about that feature or might be able to switch, check it out!)

June 01, 2012 09:41
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Patrick B.

Does Zendesk have any plans to bring the capabilities provided for Zendesk Voice users to all the customers using other phone systems? I realize you want to steer people to your own voice solution but there are lots of reasons why that might not be possible. It remains that it is clumsy to log phone calls in Zendesk (as well as originate outbound emails). These are such common customer service tasks that I can't understand why ZD isn't able or willing to provide better support for them.

June 01, 2012 10:53
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Steven Yan
Product Manager

Hi Patrick, I can speak a bit to integrating with other phone systems.   There's three areas where this comes up: 1) integrating with existing phone numbers, 2) integrating with phones that agents are using to answer calls, 3) integrating with a system that has its own functionality that you would like to keep, but would like to record or originate these calls.

Regarding each of these:

1) we can support number porting in the US for toll-free or local phone numbers, or other customers have forwarded from an existing phone number into Zendesk Voice.

2) we are looking into supporting SIP integration in the future, which would allow you to answer a Zendesk Voice phone call on your existing desk phone instead of using the browser or the client.

3) This is the most challenging of the three; it requires the phone system to provide adequate API integration endpoints for us to capture the call events.  If you can point out a particular phone system of interest, we can look into this or provide a recommendation on how we can achieve this integration.

June 01, 2012 11:05
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Carlos Alvarez

On number three, being that we use, integrate, support, and host Asterisk-based systems, that would be my choice.  It's open, in very high usage around the world, and easy to integrate to via multiple paths.  We'd be happy to work on it with you since this feature would be good for us, and I'm pretty certain a lot of Asterisk-related companies could use a good helpdesk system.

June 01, 2012 11:11
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Patrick B.

I think many of us are just looking for a reasonably easy way to log calls (and originate outbound emails). This has been a big part of every customer service organization I've been involved with and so it was surprising to see it not supported by ZD.

June 01, 2012 14:21
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Steven Yan
Product Manager

Patrick, what about our New Ticket form makes it hard for you to log calls and originate outbound emails?  I'd like to understand exactly where our interface is lacking.

June 01, 2012 14:23
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Patrick B.

ZD requires email address which we con't have on phone calls. Creating ticket as user is clumsy and sends out receipt email which we don't want. Creating ticket as agent and then switching requester is clumsy and also sends out unwanted emails. ZD is just not set up very well for 1) logging phone calls and 2) originating outbound emails. At most of my customer service jobs, we have done these two things more than respond to inbound inquiries. That they are not explicitly supported is forcing us to look elsewhere.

June 01, 2012 14:33
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Steven Yan
Product Manager

Thanks Patrick, I can see where it can be improved.  Sounds like you would want to:

1) create a blank user profile with just name and phone #

2) create a new ticket which emails the customer only your response on the ticket.

June 01, 2012 21:09
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Patrick B.

That sounds about right. On #1, it may be a little tricky because you'd want a really nice experience in either quickly bringing up an existing user or creating a new one if not. It should approximate the current experience with ZD Voice but without ZD Voice (I think).

For #2, pretend you want to send an email to a customer. What's the best way to do that in current ZD and how could the experience be improved?

June 02, 2012 10:28
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Steven Yan
Product Manager
Check Answer

For #1, I think some improved UI would get you there.  You would want the ability to search not just by name or email address, but by phone # as well.

For #2, today I will create the user as a requester (or find them if they exist) and enter the contents in the ticket.  I do this often for outreach to customers about a particular issue.

June 02, 2012 10:36
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Marcus Fields

Is it possible to just record a "Call" on Zendesk? Some tickets are from Email, others from Twitter. Why can't we have "Call" or "Phone" too?

November 26, 2012 03:57
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Justin Seymour
Zendesk

If you're using Zendesk Voice, phone communications become a new channel in Zendesk. We automatically record the call and create a ticket for the call. If you're not using Voice, you could create a custom drop-down field with the appropriate options to classify the ticket. 

November 26, 2012 07:37
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Jason Howard
livescribe

We create a new ticket with the requester listed as:  <phone number@noname.com>

This way we have a record of the phone number in ZD in case the caller ever calls back.  This works great for capturing the nature of the phone call.

December 12, 2013 17:20
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Colin Piper
Telappliant
We receive about 40 percent of our tickets via phone and we are working on how to improve this. Our initial prototype takes the cli and pops a new ticket with the requester aalredy filled in by doing a lookup based on the ccli.we set custom fields to indicate a phone ticket. We always acknowledge the conversation with email so zendesk holds this data also if no natch is found the idea is that we add a new user automatically and hook in to the submit button to pop up a request for the email address. We are not quite there as yet.the vouce api offers possibilities that we are reviewing further.

If we ever finish this work I will report back but don't hold your breath waiting!
December 18, 2013 15:37
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xdoomx
mrpgroup

Hi Colin, I am working on the same thing with our Avaya system. Some complex dev required but it's getting there.

Jason, when you create tickets this way if the same caller calls again does it create a unique requester both times?

March 04, 2014 06:12
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Eddie Steede

For Zendesk integrations to Cisco & Avaya take a look at www.ct-solutions.com/zendesk

CT EaziPopper gives you screenpop and "click to Dial" out of the box.

April 07, 2014 11:50