What a logged call shows
GoDesk logs each customer call in Zendesk as a Talk Partner Edition call. It shows whether the call was inbound or outbound, who answered, how long it lasted, the talk time and a link to the recording.
Calls are logged about a minute after they end. A queue call that rang several agents is logged once.
Which ticket a call goes on
A call an agent makes from a Zendesk ticket is logged on that ticket.
Other answered calls get a ticket of their own, for the caller. If the caller is not yet a Zendesk user, GoDesk adds them, named by their phone number.
Unanswered outbound attempts are never logged. Calls between colleagues’ extensions are never logged.
Missed calls
Choose what happens to missed calls in the GoDesk Voice panel, Zendesk tab, Calls: open a ticket so someone calls back, log the call only, or leave it out.
Calls that went to voicemail and calls abandoned in a queue are logged as such.
Recordings
Answered calls carry a link to their recording. The link keeps working for as long as GoDesk keeps the recording.
Recording follows your GoDesk Voice recording settings. If a call was not recorded, it has no link.
Only one system should log calls
If you use both GoDesk Voice calling in Zendesk and the GoDesk CRM sync, let only one of them log calls in Zendesk. Otherwise each call appears twice.
If your agents work in Zendesk, keep logging on in the GoDesk Voice panel, and in GoDesk CRM set Calls to Zendesk to Not at all.
If your agents work in GoDesk CRM, turn logging off in the GoDesk Voice panel and use Calls to Zendesk in GoDesk CRM instead. See Zendesk tickets during calls in GoDesk CRM.
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