Zendesk with Call0The call arrives as a Zendesk ticket.

What is described on the phone is in your Zendesk queue afterwards as a ticket, written up rather than merely recorded.

Start without an account.

What your agent does during the call

Create a ticket
The agent words a subject, describes the problem in full sentences and passes on the caller’s email address when it has one.

CallerMy order has arrived, but one shelf is missing.
Call0I’m sorry about that. What is your order number?
CallerSeven seven four zero two.
Call0Thank you. Which shelf is missing, and which email address may we send the reply to?
CallerThe middle one in oak. To h dot maurer at posteo dot de.
Call0I’ve passed this to the service team: order 77402, middle shelf in oak missing. You will get the reply by email.

Zendesk ticket with order number and missing part

Click Zendesk in the agent’s “Integrations” and start the connection.
Sign in to Zendesk with a user who is allowed to create tickets and confirm access.
Agent0 asks for the details every ticket must contain, such as order number or device type.

At the end of setup you choose which actions your agent may use.

The agent does not find or extend existing tickets. A second call about the same case produces a new ticket.
Priority, group and tags are set by your Zendesk triggers, not by the agent.
It does not promise refunds, replacement deliveries or goodwill gestures.

Who is the requester on the ticket?

With an email address, Zendesk can assign the ticket to that person. Without one, the caller’s name and callback number are only in the description.

Is the recording attached to the ticket?

No. The ticket contains the agent’s description. You find transcript and summary in the Call0 dashboard.

Can the agent pass on the ticket status?

Not for Zendesk. Anyone asking about progress has their question taken down or is transferred according to your rules.

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