Automate Zendesk Ticket Creation With Kixie Call Outcomes In Salesforce Crm
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Learn how to automate Zendesk ticket creation using Kixie call outcomes in Salesforce CRM. This tutorial provides a step-by-step guide to streamline your support processes.
- This tutorial explains how to automate Zendesk ticket creation with Kixie call outcomes.
- It demonstrates using Salesforce CRM, but the process can work with any CRM integrated with Kixie.
- By logging a specific outcome, a Zendesk ticket is created through a webhook.
This tutorial guides you through the process of automating Zendesk ticket creation by leveraging Kixie call outcomes. While the example is based on Salesforce CRM, this method can be applied to any CRM integrated with Kixie.
The process begins with wrapping up a call and logging an outcome in Kixie's dialer. In this scenario, the chosen outcome is "Create Zendesk Ticket." Users also have the option to add a subject line and notes. Once the "Save" button is clicked, the data is sent through a webhook, and in this case, Zapier acts as the trigger for the integration.
Kixie provides essential data, including the disposition, subject line, notes, and a crucial piece of information—the CRM Contact ID. This Contact ID is unique to your CRM, such as Salesforce, and holds significant value in the automation process.
The next step involves creating a filter that specifies the automation should only occur when a specific disposition, in this case, "Create Zendesk Ticket," is logged. After filtering, the tutorial shows how to find the relevant contact in Salesforce using the Contact ID provided by Kixie. With this information, a Zendesk ticket can be created.
The ticket creation process in Zendesk involves configuring the subject line and other fields. While a subject line and notes from the rep are not mandatory, they can enhance the quality of the ticket. The tutorial explains how to extract the requester's name and email from Salesforce and incorporate them into the ticket. Additionally, Kixie data, including the customer's phone number, call recording, agent notes, and a link to the contact record in Salesforce, can be used to compose the ticket body.
The final result is a Zendesk ticket armed with all the necessary information for the support team to efficiently follow up and resolve the ticket. This process streamlines ticket creation and ensures that support representatives have access to comprehensive data.
In summary, automating Zendesk ticket creation with Kixie call outcomes is a straightforward way to enhance your support processes. If you have any questions or need further assistance, feel free to reach out to Kixie's support team. Stay tuned for more use cases and tutorials to optimize your operations.
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