Subject: Re: EPOS - Zendesk
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>
Date: Thu, 17 Dec 2020 03:06:49 -0700 (MST)

Hi Heta, 

We have the same issue reported by other team members. 

It does not add the disposition text. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Sara Aknooni, SRAK" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Sent: Thursday, December 17, 2020 3:33:09 PM 
Subject: RE: EPOS - Zendesk 

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 |   ] 

[ https://www.eposaudio.com/ | 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. 

[ mailto:[email-masked] | @Pritish Nandi ] 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 |   ] 

[ https://www.eposaudio.com/ | 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) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 17. december 2020 10:00 
To: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >; Pritish Nandi < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, December 17, 2020 6:30 AM 
To: Dora Bailão < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >; Tobi Braun < [ mailto:[email-masked] | [email-masked] ] >; Thomas Watson < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: EPOS - Zendesk 

	

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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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 17 December 2020 12:42 AM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >; Tobi Braun < [ mailto:[email-masked] | [email-masked] ] >; Thomas Watson < [ mailto:[email-masked] | [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 

[ 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 ] 

[ 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 | Facebook ] • [ 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 | LinkedIn ] • [ 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 | Twitter ] • [ 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 | Instagram ] 

[ 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 < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 16 December 2020 at 16:21 
To: Dora Bailão < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >, Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >, Tobi Braun < [ mailto:[email-masked] | [email-masked] ] >, Thomas Watson < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 16 December 2020 9:42 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >; Tobi Braun < [ mailto:[email-masked] | [email-masked] ] >; Thomas Watson < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: EPOS - Zendesk 

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

Thanks in advance 

DB 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 16 December 2020 at 16:00 
To: Dora Bailão < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >, Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >, Tobi Braun < [ mailto:[email-masked] | [email-masked] ] >, Thomas Watson < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 16 December 2020 9:16 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] >; Tobi Braun < [ mailto:[email-masked] | [email-masked] ] >; Thomas Watson < [ mailto:[email-masked] | [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 

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

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