Answer calls 

Answer and make calls directly in Zendesk. With the Telavox app in Zendesk, you gain full control over transferring and parking calls while staying focused on your customers. Streamline your work by easily logging calls and creating tickets directly during ongoing calls.

During an incoming call:

1. Answer the call by clicking the green phone icon.
2. Click Create Ticket to generate a ticket for the call and customer. 
3. You can also click Go to Contact to open the customer's contact card.
   

Handle tickets

When you answer a call and clicked on Create Ticket the customer details will be filled in automatically in the ticket, including:

1. Requester information - the callers name
2. Ticket assignee - choose yourself or a specific department/group
3. CCs - add yourself or a colleague as a copy
4. Tag - apply a tag relevant to the call topic, (you can create your own Tags by writing your word and then click on Add tag).
5. Priority - set the ticket's priority level
6. Type - define the ticket type (e.g., Question, Issue, or Task)
   

Internal logs

In the ticket conversation, you'll find logged call details intended for internal use only. Click Show more to view additional information about the call.

1. Incoming call details - here, you can see who answered the call, the caller’s number, the caller's dialed number as well as the date and time of the call.
   
2. BankID identification information (if you're using the BankID Integration‍) - you can see the result of the BankID identification and Name of the identifier.
   
3. Once the call ends, a log will be created with the Summary, Handle Time and Post-Call info. Click on the arrows to open the tabs. 
   

Create Internal notes

Add internal notes to the conversation that are visible only to you and your colleagues.

You can also post a Public reply - once you add a public comment, the customer will start receiving notifications. Internal notes will remain private.

Open and Close a ticket

This field displays all your open tickets that are still ongoing and not yet closed or solved.

If you click the cross icon and choose Close tab, any unsaved changes will be lost.

Submit as Solved

Here you can Submit the ticket as Open, Pending and Solved.

Transcribed Calls Directly in Zendesk

Phone calls are transcribed and linked to the customer's profile, giving you easy access to history and previous cases. This enables your team to provide more personalized and efficient service.

To use Transcribe on call, you need to have the feature Recorded Calls or Personal Call Recording and Transcribe on call (AI Assist)‍.

1. Open the Telavox app widget.
2. Go to the History tab.
   
3. Select the call with your customer. You can listen to the call by clicking the Play icon.
   
4. Click on Transcribe to access the full Transcript and a Summary of the call.
   
5. The transcript will automatically be added to the related Zendesk ticket, so you can view it there as well.
   

Interaction history

View the customer’s history during incoming or ongoing calls. Recent calls and tickets are displayed and linked, allowing you to quickly navigate to relevant tickets or the contact in Zendesk.

View more details

Click on the box with the arrow to view a more detail page on the contact. 

In this page you can see all Requested tickets associated with the contact.