Notify via Webhook Missed Call or Chat

Answered

5 Comments

  • Dainne Lucena
    Zendesk Customer Care

    Hi Nora

     

    Yes, it is possible to send push notifications from Zendesk to Slack without installing the Slack app in Zendesk. I recommend checking out the Community tip posted by Jacob: Push notifications from Zendesk to Slack. Hope this helps!

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  • Nora

    Yes but when a call is missed, there is no ticket created so there is no way to attach the webhook to anything, Our Team Managers would like to be alerted when calls are missed so they can determine if there is an issue with agents online.

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  • Dane
    Zendesk Engineering
    Hi Lenora,
     
    If no ticket was generated, it will not be possible to use webhook for notification. I have also checked the Live Talk Dashboard and it does not have Missed Calls monitoring.

    Would you mind posting your use case to our Feedback on Talk topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
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  • Ahmed Zaid
    Community Moderator

    Hello Dane,

    I am following this topic with interest. Did I understand correctly that when Calls in omnichannel routing is generally available, all calls will create tickets as soon as queued and this workflow will be possible?

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  • Dane
    Zendesk Engineering
    Hi Ahmed, 
     
    Yes, I believe that will be possible for the ticket will already be created. But we'll need to wait for it to be readily available to test it directly.
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