Storing call history with disabled Zendesk Voice

3 Comments

  • Jessie Schutz
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    Hi there!

    What kind of data do you want to store in Zendesk? Is there a reason that you don't want to create a ticket to record call details?

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  • Michal W
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    I'll continue in this topic.

    My problem is very similar.
    I would like to store all calls associated with call and user.
    Is there pasibility to create such records - of call made with user or by ticket. I'll use plugin to make those calls

    Thanks

     

     

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  • James Sanford
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    Hey Michal!

    If you are using Zendesk Talk or a Zendesk Talk Partner Edition integration then calls will automatically create a ticket so you have a record of those calls.  For Zendesk Talk you can select whether to have a recording of those calls and for how long you would like those recordings to be maintained.  If you are using Zendesk Talk Partner Edition you will need to work with your service provider you are connecting to your Zendesk to verify what features or functionality they provide or include with their integration.

    If you are not using either of those Talk options then you can still manually create a ticket in Zendesk to keep a record of your calls.  Since those tickets are not being created automatically your team would need to spend some additional time to document the details of those calls as well as the information you're looking to retain on those tickets.  You would also need to ensure that your team is setting the Ticket Requester to the correct end-user associated to those calls if you wished to be able to affiliate them for reference later on.

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