During a call
When a Zendesk customer calls or is called from GoDesk CRM, the caller panel shows a Zendesk section with their profile and up to 5 recent tickets, open ones first.
Choose Log this call here on the ticket the call is about. It then shows: This call is logged here.
The same choice is available when you save the call’s wrap-up.
Which calls reach Zendesk
Choose in Settings, Integrations and API, Zendesk, Calls to Zendesk.
On the ticket they are about: the ticket the agent picked during the call, or the Zendesk ticket paired with the call’s GoDesk ticket. Other calls stay in GoDesk.
Every call: a call about no ticket starts a new Zendesk ticket for the caller, open and tagged call. Unanswered outbound attempts never do.
Not at all: calls stay in GoDesk.
What the note shows
Calls arrive as private notes: inbound or outbound, who answered, how long it lasted, the numbers and queue, the outcome and notes chosen at wrap-up, and a link to the call in GoDesk.
Calls are sent after the agent saves the wrap-up, or 10 minutes after the call ended.
If you also use calling inside Zendesk
Let only one system log calls. If GoDesk Voice already logs calls in Zendesk, set Calls to Zendesk to Not at all here.
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