Dan Lucy-Lloyd

I'm trying to understand how Talk and Talk Partner Edition can work together. Basically the only feature I need from TPE is the ability PATCH a call record with call leg data provided to us by our BPO (basically Queue time and Talk time). It looks like this is possible (https://developer.zendesk.com/api-reference/voice/talk-partner-edition-api/calls/#update-a-call) but at the moment I get an error when making API calls against the /calls end points:

{

    "error": "Couldn't find TPE::Call with [WHERE `tpe_calls`.`id` = ? AND `tpe_calls`.`account_id` = ?]"

}

At present, we are on Enterprise and using Talk but have not specifically setup Talk Partner Edition so imagine this is why the Call IDs aren't being found. 

Is it possible to use both Talk and TPE? Or is there another way to PATCH call records without TPE?

Tetiana Gron Like Shawna we are trying to set up CSAT following Zendesk Talk calls. As per your suggestions I'm trying to set this up via text message but I can't see a way to do it. There doesn't seem to be any mechanism to send any of the built-in CSAT requests via SMS following a call, and I have tried creating a trigger that sends an SMS notification requesting a reply with a score in from the end user, but when they reply it creates a new ticket. Please can you help?

When we accept calls in Zendesk Talk a ticket is created at the point when the call is answered. When we overflow calls to our BPO, they answer calls within their own phone system. We still want them to login to Zendesk to manage tickets, but it seems that with Overflow calls the ticket is only created when the call finishes. Is this something that can be managed in the settings?

Is it possible to create an authenticated dashboard to share with an End User? i.e. Basically a public link that requires the user to be signed-in in order to see it so that I can limit the visibility only to my specified users?

If not, is there some work around I can implement using Light Agents?