💡 Aircall has released new updates to the Zendesk integration. With improvements to the user experience and functionality, here are the main changes users can look for:
Improved Assignment Rules
When creating Assignment Rules, users will now be able to search for Lines, Teams, and Users, with the additional ability to select multiple Lines at a time when configuring rules:
Customizable Insight Cards for Contacts
Insight Cards for contacts are now customizable from the Integrations Settings page in the Aircall Dashboard.
Users can choose whether to show custom insight cards or not, and can select up to 5 contact details to display:
New Ticket View Option
With Zendesk's new Public API (TPE V2), Aircall can now display information about certain standard fields for each of your calls. In the Integrations Settings page, users can choose if these fields are shown in each ticket to provide more context for each call:
The fields available for selection are: Agent, Call Started At, Call Ended At, Completion Status, Direction, Duration, From Line, Outside Business Hours, Overflowed To, Recording URL, To Line, Voicemail, and Wait Time.
The selected fields will be able to be viewed in each Zendesk Ticket:
⚠️ Please note: This functionality is in extended beta. Users will need to ensure the "Agent Workspace" is enabled in Zendesk, and can access a Talk Partner Edition as a standalone license or through Zendesk Suite.
Improved Zendesk Settings
With the Aircall-Zendesk integration, users can now choose whether to show the ticket, the Contact history, or nothing for each Inbound and Outbound call.
- Note: It is mandatory to use the Aircall CTI within Zendesk for this feature to work.
Additionally, users can choose if they would like the ticket title to be updated after each call (for example, if a ticket is created from an inbound unanswered call, but then updated from a later outbound answered call, the title of the ticket will replace the initial inbound unanswered with outbound answered):