Do customers get emailed when GoDesk updates a ticket?
No. Everything GoDesk adds to a Zendesk ticket is a private note or a call record. Customers are only emailed by Zendesk if your own Zendesk triggers do so for private changes.
A call rang but the ticket did not open
Check the extension is matched to the agent in the GoDesk Voice panel, Zendesk tab, Agents.
Check the caller’s number is saved on their Zendesk user profile. GoDesk looks for the number in several formats, for example +2547, 2547 and 07.
Check Open the caller’s ticket on the agent’s screen while it rings is ticked under Calls.
A call is not in Zendesk
Calls are logged about a minute after they end. Unanswered outbound attempts and calls between colleagues are never logged.
Check GoDesk Phone is installed: the Zendesk tab should say GoDesk Phone is in the Zendesk top bar.
Check logging is ticked under Calls, and how missed calls are set.
A call appears twice in Zendesk
Both GoDesk Voice and GoDesk CRM are logging calls. Turn one of them off. See How calls are logged in Zendesk.
Calling from Zendesk needs Talk Partner Edition
Your Zendesk plan or seats do not include Talk Partner Edition. It is included in Zendesk Suite. Legacy plans need a Talk Partner Edition seat for each agent.
Zendesk needs signing in again
GoDesk’s access to Zendesk has expired or was removed. Connect again from the same page as an administrator. Nothing is lost.
This workspace is connected to another Zendesk
A GoDesk workspace connects to one Zendesk account. Disconnect the current one first.
That does not look like a Zendesk address
Enter only the part before .zendesk.com, for example acme for acme.zendesk.com.
Zendesk took too long to build the app
Zendesk was slow to accept GoDesk Phone. Choose Put GoDesk Phone in Zendesk again a minute later.
Not a Zendesk admin: installing the app needs one
Disconnect and connect again while signed in to Zendesk as an administrator.
Something in Needs attention
Open Show records to see which records are affected. Choose Retry once the cause is fixed, or Mark as checked if the result is correct. Changed in both places means both sides edited the same field and the later change was kept.
Still stuck?
Email help@godesk.co.ke with your Zendesk address, the time of the call or change and what you expected to happen.
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