Subject: RE: EPOS - Zendesk
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Sara Aknooni (SRAK)" <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Thu, 17 Dec 2020 10:03:09 +0000

Test ticket #119634

Disposition text is not added to Zendesk.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
​  <https://www.facebook.com/eposenterprise>   <https://twitter.com/eposaudio?lang=da>   <https://www.linkedin.com/company/eposaudio/mycompany/>   <https://www.instagram.com/eposaudio/>   <https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>

From: Heta Nyrhinen (HNYR)
Sent: 17. december 2020 10:28
To: Sara Aknooni (SRAK) <[email-masked]>; Pritish Nandi <[email-masked]>
Subject: RE: EPOS - Zendesk

Hi Sara,

Ticket was created and assigned to me when the call started. It popped up to the foreground. Disposition was updated after the call, but it didn’t show the note correctly. Test ticket #119627.

@Pritish Nandi<mailto:[email-masked]> Please also check, if you and the agents get the same behavior.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
​  <https://www.facebook.com/eposenterprise>   <https://twitter.com/eposaudio?lang=da>   <https://www.linkedin.com/company/eposaudio/mycompany/>   <https://www.instagram.com/eposaudio/>   <https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>

From: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Sent: 17. december 2020 10:00
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Subject: FW: EPOS - Zendesk

Hi Heta and Pritish,

Could you check with the team if Pop up is shown when the ticket is created
It’s related to the issue below:

WHAT WE WANT:

  1.  Create a ticket when an Inbound Call Starts
  2.  Update the ticket when Disposition is set
  3.  Pop-up the Ticket when the ticket is created in Zendesk on Agent's screen

Best regards​​
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, December 17, 2020 6:30 AM
To: Dora Bailão <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Tobi Braun <[email-masked]<mailto:[email-masked]>>; Thomas Watson <[email-masked]<mailto:[email-masked]>>
Subject: Re: EPOS - Zendesk

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Dora,

Checking with the team and coming back to you.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Dora Bailão <[email-masked]<mailto:[email-masked]>>
Sent: 17 December 2020 12:42 AM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Tobi Braun <[email-masked]<mailto:[email-masked]>>; Thomas Watson <[email-masked]<mailto:[email-masked]>>
Subject: Re: EPOS - Zendesk

Hi again Saurabh

Can you confirm if now the ticket Pop-up is showing when its created?

Thanks in advance,

Dora Bailão

Certified Solutions Consultant

[Talkdesk Inc.]<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.talkdesk.com%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cf13c81be402d4ecf0e0608d8a26a2298%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637437924013378862%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=hSE0jT0TM%2BOQ7Tu0bcoMUQqsFwXFYajaQHJfW52Fg8w%3D&reserved=0>

Facebook<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2FTalkdesk%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cf13c81be402d4ecf0e0608d8a26a2298%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637437924013388854%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=yTD%2BO8%2BaC23Ly3A5uvsnzBdTSfxZRBV0rLkJESyjEio%3D&reserved=0> • LinkedIn<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Ftalkdesk%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cf13c81be402d4ecf0e0608d8a26a2298%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637437924013388854%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=zvoRvEwstyDO266AVl0KhEIlHQd5yZP6ruPPRHX425M%3D&reserved=0> • Twitter<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.twitter.com%2FTalkdesk%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cf13c81be402d4ecf0e0608d8a26a2298%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637437924013398847%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=pfOHKw4vsaU3PU4hHal76%2FyMviFeJj6ar%2FJjTyvjvS4%3D&reserved=0> • Instagram<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Ftalkdesk%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cf13c81be402d4ecf0e0608d8a26a2298%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637437924013398847%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5Uy7ou9Rk%2F3ED8aqxZqDVNqr8a03pQS71GSKdptwyPg%3D&reserved=0>

[Talkdesk recognition for G2 Winter 2020 in Telecom Services for Call Centers category]<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.talkdesk.com%2Fnews-and-press%2Fpress-releases%2Ftalkdesk-a-leader-in-g2-crowd-winter-2020-report-with-highest-satisfaction-scores-and-user-reviews%2F&data=04%7C01%7Chnyr%40eposaudio.com%7Cf13c81be402d4ecf0e0608d8a26a2298%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637437924013408843%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=sdMGEycGUSq472belRDLYhinhlXlSJzqe6BRRk%2FJf8A%3D&reserved=0>

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 16 December 2020 at 16:21
To: Dora Bailão <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>, Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>, Tobi Braun <[email-masked]<mailto:[email-masked]>>, Thomas Watson <[email-masked]<mailto:[email-masked]>>
Subject: Re: EPOS - Zendesk

Thanks Dora,

For Zendesk Partner Talk - We can confirm it is Enabled.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Dora Bailão <[email-masked]<mailto:[email-masked]>>
Sent: 16 December 2020 9:42 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Tobi Braun <[email-masked]<mailto:[email-masked]>>; Thomas Watson <[email-masked]<mailto:[email-masked]>>
Subject: Re: EPOS - Zendesk

Ok Saurabh, I’ve changed the AT as you wish.

Thanks in advance

DB

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 16 December 2020 at 16:00
To: Dora Bailão <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>, Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>, Tobi Braun <[email-masked]<mailto:[email-masked]>>, Thomas Watson <[email-masked]<mailto:[email-masked]>>
Subject: Re: EPOS - Zendesk

Hi Dora,

As you can see in the screenshot you sent, the ticket is created when disposition is set. We want the ticket to be created when an agent answers the call.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Dora Bailão <[email-masked]<mailto:[email-masked]>>
Sent: 16 December 2020 9:16 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Tobi Braun <[email-masked]<mailto:[email-masked]>>; Thomas Watson <[email-masked]<mailto:[email-masked]>>
Subject: Re: EPOS - Zendesk

Hi Saurabh

Those automations are in place, see attached screenshots:

  1.  Create a ticket when an Inbound Call Starts
  2.  Update the ticket when Disposition is set
  3.  Pop-up the Ticket when the ticket is created in Zendesk on Agent's screen

[Graphical user interface  Description automatically generated]

About the 3) I’ve sent on the Dec 8th meeting notes the steps to have that.

• In order for the field pop ticket in Zendesk to show up in the automations your Zendesk instance must have Zendesk Partner Talk Enabled. Can you confirm this option is turned back on, please?

Thanks in advance,

DB

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 16 December 2020 at 15:35
To: Thomas Watson <[email-masked]<mailto:[email-masked]>>, Dora Bailão <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>, Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>, Tobi Braun <[email-masked]<mailto:[email-masked]>>
Subject: EPOS - Zendesk

Dear Thomas, Dora,

I hope you are doing well.

With regards to the Talkdesk - Zendesk integration for Inbound Calls

CURRENT SET-UP

A Ticket is created  when Call disposition is set.

WHAT WE WANT:

  1.  Create a ticket when an Inbound Call Starts
  2.  Update the ticket when Disposition is set
  3.  Pop-up the Ticket when the ticket is created in Zendesk on Agent's screen

Kindly make this change and update us.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203