How to create automations with Zendesk triggers?

Streamline your customer support by creating automations with Zendesk triggers in order to respond effectively to IVR interactions.

Benefits

• Increase Time to Resolution: Assign tasks based on customer behavior on your IVRs
• Boost Team Reactivity: Enable your team to respond promptly to relevant tickets
• Enhance Productivity: Automate tasks and ticket qualification, reducing manual workload

 

Prerequisites

Before you begin, ensure you meet the following requirements:

• You have activated your Ringover x Zendesk integration
• You must have an administrative or technical account in Ringover 👨‍💼
• You must have admin privileges to access the Administration panel in Zendesk
  
  

Step 1: Activate the Ringover setting

 

• 💻 Go to Dashboard>Store>Integration

 

1. • Open the Zendesk configuration
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   • Turn on the toggle to "Include scenario name in call logs (for incoming IVR calls)"
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2. This setting will add the following information to your created tickets:
   
   
   • The IVR name in the Ticket subject
   • The last IVR scenario step reached by the user in the Ticket comment

 

Here, there are shown in the context of an IVR:

Once the setting is turned on, these elements will be included in the ticket:

- The Ticket Subject now includes the IVR scenario name

- The Ticket Comment text now includes the last IVR scenario step (where the caller dropped off) 

 

 

Step 2: Set Up Your Trigger in Zendesk

 

From the top menu:

 

• Go to the "Admin Center"

• In the left-hand menu, go to "Objects and Rules", "Business Rules" section and click on "Triggers"
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• Click on "Create Trigger"

 

 

• Fill Out the Trigger Creation Form: Enter a name and select a category for your trigger.

• Add Conditions:

 

For this example, we’ll use cumulative conditions ("Meet ALL of the following conditions"):

 

 

• • Click on Add Condition
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  • To create a condition based on our IVR name and Call Status, choose in the dropdown the field "Ticket > Subject Text"
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  • Use the criteria "contains the following string" to ensure the text is detected fully
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• • You can see below that we have added two conditions to identify the texts:

- "Missed call" (for customers who dropped off from the IVR)
- "IVR Demo" (the IVR name)

• Add an additional Condition:

 

Add a third condition on the field "Ticket > Comment Text" to capture the last visited step of the IVR. This ensures detection of the last visited step. In this example, it is called "automation zendesk".

 

 

 

• Set an Action: For this example, we create a simple action to tag the created ticket with "automation_ok"

 

 

Result

With this automation, whenever someone calls the IVR number and drops off without speaking to an agent (missed call) after making a choice that directs them to the "automation zendesk" step, the created Zendesk ticket will be tagged with "automation_ok".

Examples of Applications

 

• Follow-Up Reminders: Automatically notify agents to follow up with customers who dropped off during specific IVR steps.
• Customer Feedback Requests: Trigger a survey request for customers who reach certain points in the IVR but do not connect with an agent.
• Escalation Alerts: Flag tickets for urgent review if the last IVR step indicates a potential issue, like a customer reaching a complaint section.

 

By following these steps, you can effectively create automations using Zendesk triggers to enhance your customer support experience! 🎉