What is the logic behind the Zendesk integration with MyOperator?

What is the logic behind the Zendesk integration with MyOperator?

Short answer: When calls are answered or missed, Zendesk tickets are automatically created. The tickets are assigned based on email ID matching between Zendesk and MyOperator. If users are added or modified, a manual sync request is required to ensure ticket routing remains accurate.

• Applies to: Zendesk Support (latest) & MyOperator Web Dashboard • Audience: Admins/Support Teams • Plan: MyOperator Pro or higher

🧭 Table of Contents

📈 What this integration does

This integration ensures that:

  • Zendesk tickets are created automatically for answered and missed calls.
  • Answered calls are assigned to the answering agent.
  • Missed calls are assigned to the admin by default.
  • No call goes undocumented — every interaction is tracked in Zendesk for improved visibility and response time.

🔄 Ticket creation logic

  • Answered calls:
    • When an agent answers a call, a Zendesk ticket is created and automatically assigned to the answering agent.
  • Missed calls:
    • If the call is missed, a ticket is still created and assigned to the admin (or configured group).

📧 Email ID matching

  • Email matching between Zendesk and MyOperator is crucial for correct ticket assignment.
  • Why it matters: If the agent email IDs don’t match across both systems, the ticket won’t be assigned to the correct agent.
  • Tip: Always ensure that agent emails are synchronized across Zendesk and MyOperator for proper ticket routing.

🔄 User sync & dependency

  • Manual user sync request is required when new users are added or existing ones are modified in either Zendesk or MyOperator.
  • Why it matters: This ensures that when agents are added or their details change, tickets continue to be routed to the correct person without disruption.
  • Request process: Contact MyOperator Support to perform the user sync.

🎯 Expected outcomes & success validation

  • Answered calls should create a Zendesk ticket assigned to the agent.
  • Missed calls should create a Zendesk ticket assigned to admin or a specified group.
  • Tickets should include the call direction (inbound/outbound), agent (via email match), and call metadata (duration, status, etc.).

Success validation:

  1. Place an answered test call and confirm that a Zendesk ticket is created and assigned to the correct agent.
  2. Place a missed test call and ensure that a Zendesk ticket is created and assigned to the admin or designated group.

🧰 Troubleshooting

Symptom

Likely cause

Fix

No tickets created

Email ID mismatch or expired API token

Ensure email IDs match across both systems, and regenerate the API token if necessary.

Incorrect ticket assignment

Email mismatch or no user sync

Sync users or manually match emails across systems.

Missed calls not tracked

Partial routing due to misconfigured settings

Verify that both inbound and outbound calls are routed through MyOperator.

🙋 FAQs

Do I need to manually assign tickets for missed calls?
No, missed calls are automatically assigned to the admin by default.

What happens if my agents change?
You need to submit a user sync request to MyOperator Support to ensure correct ticket assignment.

Can I assign missed calls to a specific group?
Yes, missed calls can be assigned to a specific group by contacting MyOperator Support.

🔗 Related articles

  • Zendesk: Managing ticket assignments — Best practices for email matching and routing.
  • MyOperator: How to create and manage users — Tips on syncing MyOperator users with Zendesk.

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Keywords: Zendesk integration, myoperator, ticket assignment, email matching, missed calls, user sync, Zendesk API, MyOperator service number, troubleshooting, call tracking.