Question

How can I find the ID of a call to troubleshoot Talk issues?

Answer

To troubleshoot an issue with your Talk account, check this article: How can I troubleshoot Talk issues? Then, if you still need help, contact the Zendesk Customer support team and provide the information listed below.

Ticket ID

The ticket ID the call may generate. In some cases, there isn't a ticket ID, depending on the line configuration and call conditions.

An example of a Ticket ID is https://myzendesksubdomain.zendesk.com/agent/tickets/12345

In this example, the ticket number 12345 from the account myzendesksubdomain.

Call ID

The unique call ID that each call has associated. Every single call that arrives at your Zendesk account adds an entry.

In Admin Center, click Channels in the sidebar, and open Talk and email > Talk. Click the tab Usage charges at the top of the page.

At the bottom of this page, there is a table with the history of all inbound and outbound calls. The first column of this table displays the unique call ID of each call.

An example of a Call ID is 360112785700.

Customers with the Explore Professional or Enterprise plan can create a report to capture the call IDs. For more information, see the following recipes:

Explore recipe: Declined and missed calls by ticket ID and agent leg

Explore recipe: Reporting good and bad quality agent Talk calls this month

Add the call ID, leg ID or ticket ID attribute to these reports under Rows on the left hand side to get the respective values of the attributes for further investigation. If needed, provide Zendesk Support with these examples, or  export the report to CSV for Zendesk Support to analyze.