Incoming phone calls are not creating tickets in Zendesk

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  • Updated 8 months ago
We've been working with RingCentral for a little over 3 months. RingCentral has never created a new Zendesk ticket when an incoming call is received. I've gone through every article on Zendesk and RingCentral that I can find, with no result. Has anyone else had this issue? How do I solve?
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PHILIPS

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Posted 8 months ago

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Brandon

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I haven't played with this for a while because it turned out to not be as useful as I hoped.  We don't have good records of phone numbers as much as email addresses here and many callers have multiple, different numbers they call us from.  Anyhow, I recall it was important to format the phone numbers in Zendesk correctly.  I'll test again and see if I can give you more specifics, but try things like 5105551212 or +15105551212, etc.
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Brandon

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I just tested and it works for me as long as the phone number for the user in Zendesk is entered as 15105551212 format.  It auto opens a new ticket, creates a private note with time stamp and a new private note window also.
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PHILIPS

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Brandon, 

Thank you for your response, it's really helpful. What do we do if it is a new customer with no phone number in the system?
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Brandon

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I just tested that too and it opens a new ticket with no other info than a phone number form the caller ID.  You would have to add the details like name, email, and organization as needed, I guess.  Then next time it should pop the correct customer and organization if they call from the same number again.
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PHILIPS

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Unfortunately, that's not working for us. When we answer a call in Zendesk on the RingCentral widget, the call is moved to our RingCentral Mac desktop and no ticket is created. So frustrating! Thanks for your help though, I appreciate it. 
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Brandon

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Hmm. I was answering my test calls on my desk phone, but also have the Mac desktop app running.  I actually didn't know you could answer in the widget.  I will try that and see if anything different happens.  Have you tried answering via the desktop app first instead of the Zendesk widget?
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Brandon

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Weird.  I can't see any way to answer with the widget.  the ticket only gets created or popped after I answer the call on my desk phone or desktop app.

Are you using the voice integration ZD has?  Mabe that is interfering?
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PHILIPS

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Not using any voice integration from Zendesk. Even when we answer from our RingCentral from the Mac Desktop, tickets aren't created. Not sure why I would consider continuing to pay for the service if one of their product promises doesn't work for us.