Handle Calls in Virtual Office for Zendesk

8x8 Virtual Office for Zendesk is dependent on your Virtual Office extension being active. In order to handle calls, you must also be logged in to your Virtual Office desktop app, or the Virtual Office mobile app on iOS or Android.

With Virtual Office for Zendesk, you can not only make and receive calls from within the Zendesk dashboard, but use additional call handling capabilities such as placing calls on hold, handling multiple calls, and transferring calls.

Access Contacts

From the navigation tabs, click the Search tab to search for and show contacts imported from your 8x8 contact directory and/or Zendesk.

About Screen Pop

During an inbound call, 8x8 Virtual Office for Zendesk tracks if the caller is an existing user by searching the Zendesk contact database. On finding a single matching user record, it presents the record for you to preview and prepare for the call. This process is commonly referred to as screen pop.

Place Calls

You can place calls through:

Note: All outbound calls are two-legged calls. When you dial out, the call is first dialed out to your Virtual Office extension. Once you accept the call in Virtual Office, the call then dials out to the desired party.

Receive Calls

When a call is made or received a search will locate the matching record and present the screen pop. The search may return:

Log Calls

Upon terminating a call, Virtual Office for Zendesk generates a call ticket. The call ticket includes wrap-up field information such as the call's ticket tag, ticket type, priority type, status, and privacy level. A call ticket is created for inbound and outbound interactions, and is automatically saved.

Note: Wrap-up fields can only be populated from the 8x8 integration while an interaction is active.

Depending on the number of matches, call tickets can be linked to the end-user record as follows:

Use Call Controls

While on a call in Virtual Office for Zendesk, you have access to call controls that enhance your calling experience. Using the call controls, you can:

Use Call Ticket Wrap-Up Fields

During a call, call ticket wrap-up fields appear within the Search tab of Virtual Office for Zendesk. These fields are used to generate information within the call ticket. Follow the steps below to understand how to select the fields and save the information with the call ticket generated from that call.

Note: Wrap-up fields can only be populated from the 8x8 integration while an interaction is active.

To use call ticket wrap-up fields:

  1. During a call, navigate to the Search tab of Virtual Office for Zendesk.
  2. The Wrap Up section displays wrap-up fields which are used to save call ticket information, as well as the number and contact information.
  3. Using the drop-down menus provided, select the Ticket Type, Priority Type, Ticket Status, and Privacy values and click Save. If you fail to save the values you select, the default values are saved in your call ticket.

Assign Ticket Type

Ticket types are used to define the type of call. The ticket types available are generated through Zendesk, and are selected by the agent during the call. Some examples of ticket types may include Question, Incident, Problem, or Task.

Assign Priority Type

The priority type field indicates the priority of the ticket once it has been created. This can help determine the urgency of the ticket. Priority types are set up by Zendesk and selected by the agent during the call. Some examples of priority types may include Low, Medium, or High.

Assign Ticket Status

Every ticket has a status, and the status helps define whether the ticket requires action or has been solved. Ticket statuses are set up by Zendesk and selected by the agent during a call. Some examples of ticket statuses include Open, Pending, or Solved.

Assign Privacy

There are two types of privacy levels which can be set; Private Comment and Public Comment. A Private Comment is visible only to internal agents, whereas a Public Comment is visible to internal agents as well as the contact linked to the ticket. When a Public Comment is made, the linked contact is notified.

Create and Assign Ticket Tags

In addition to the Ticket Type, Priority Type, Ticket Status, and Privacy fields, ticket tags are an additional field which only displays if set up. Ticket tags can be created by the agent.

To create ticket tags:

  1. In Virtual Office for Zendesk, click the Settings icon.
  2. From the list, go to Integrations > Zendesk.
  3. In the Ticket Tags field, enter the names of each ticket tag separated by a semicolon.

Once you create your ticket tags, a new Ticket Tag field appears in the Wrap up list during a call. This information feeds into the call ticket in the same way as other wrap-up fields.