Calls to/from a specific number(s) are not logged in Zendesk
- Make sure that the Aircall number is connected to the Zendesk integration. You can refer to this guide to add the missing number to the integration.
- Verify if calls are set to create a new contact in Zendesk if the number does not exist in Zendesk:
Note: If it is set to Nothing and there is not any existing contact in Zendesk then the integration will not create a ticket.
Calls are not assigned to the agent who answered or made the call
In order for the calls to be assigned to the correct agent, the email address of the agent should match in both Aircall and Zendesk.
Contacts from Zendesk are not syncing to Aircall
- In the Zendesk Settings in Aircall ensure that the dropdown for the setting if a contact exists on Zendesk, then... is set to Save it in your phone system
- In Zendesk contacts, ensure there is a number in the Phone field. If a contact only has a mobile number you can copy the same mobile number to the Phone field as well.
Ticket/Contact not popping up on CTI
In the Zendesk Settings in Aircall ensure that the dropdown for the setting Display Contact history for inbound/outbound calls is not set to Nothing.