Configuring the Contact Center integration with Support (app)

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<p id="docs-hc-snippet" style="display: none;">Add-on | Contact Center</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can configure how the Contact Center app creates tickets in Support and what call recordings and transcripts appear in tickets. Set options for ticket creation, call details, outbound calls, and redacted or unredacted recordings and transcripts to control what agents see and store.</p>
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<p class="p"><span class="ph addon_contact-center">Add-on | Contact Center</span></p>
<p class="p">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459088830874" target="_blank">installing</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10365379513114" target="_blank">connecting</a> the Contact Center app to your Zendesk account,
admins can configure how Contact Center creates tickets and handles call recordings and
transcripts in Zendesk Support.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="configuring_the_contact_center_integration_with_support__ul_cqg_f1w_2hc">
<li class="li"><a class="xref" href="#configuring">Configuring Contact Center</a></li>
<li class="li"><a class="xref" href="#next">Next steps</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="configuring">
<h2 class="title topictitle2" id="ariaid-title2">Configuring Contact Center</h2>
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<p class="p">During an initial setup, you might not know how you want the Contact Center and
Support integration to work. You can configure these integration details at a later
time.</p>
<div class="p">
<strong class="ph b">To configure the Contact Center integration with Support</strong><ol class="ol" id="configuring__ol_lfg_1bx_23c">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong> from the Agent Status menu.<p class="p"><img class="image" id="configuring__image_slw_hcx_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ig2_20.png" width="350"></p>
</li>
<li class="li">Click <img class="image" id="configuring__image_slw_hcx_23l" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_zd_icon.png" width="16">
<strong class="ph b">Zendesk settings</strong> in the sidebar, then access <strong class="ph b">Standard Settings</strong>
&gt; <strong class="ph b">Tickets</strong>.</li>
<li class="li">Under <strong class="ph b">Tickets</strong>, configure the following fields:<ul class="ul" id="configuring__ul_mqz_xt2_f3c">
<li class="li">
<strong class="ph b">Ticket assignment behavior</strong>: Creates a ticket for each
call.</li>
<li class="li">
<strong class="ph b">Force ticket creation</strong>: Creates a ticket after the call
finishes only if the agent doesn't create or associate a ticket
during the call. This only applies when <strong class="ph b">Ticket assignment
behavior</strong> is off.</li>
<li class="li">
<strong class="ph b">Pop customer or ticket details before accepting the call</strong>:
Displays customer and ticket details to agents before they accept
the call.</li>
<li class="li">
<strong class="ph b">Create a ticket on every outbound call</strong>: Creates a ticket when
an agent makes an outbound call.</li>
</ul>
<p class="p"><img class="image" id="configuring__image_ky3_kzf_kgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_zd_standard_tickets.png" width="600"></p>
</li>
<li class="li">Under <strong class="ph b">Call Details</strong>, set your call recording and transcription
preferences:<ul class="ul" id="configuring__ul_jpw_y52_f3c">
<li class="li">
<strong class="ph b">Provide a link to download the call recording</strong>: Determines
which call recording link is shared in the ticket.<ul class="ul" id="configuring__ul_otl_cv2_f3c">
<li class="li">
<strong class="ph b">Redacted call recording</strong>: Shares the link to the
recording without sensitive information. If no redacted
recording exists, then no call recording is shared.</li>
<li class="li">
<strong class="ph b">Unredacted call recording</strong>: Shares the original call
recording.</li>
<li class="li">
<strong class="ph b">No call recording</strong>: Doesn't share the call recording
in the ticket.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Call transcript</strong>: Determines which call transcript is shared
in the ticket.<ul class="ul" id="configuring__ul_wct_fw2_f3c">
<li class="li">
<strong class="ph b">Redacted call transcript</strong>: Shares the transcript
without sensitive information. If no redacted transcript
exists, then no call transcript is shared.</li>
<li class="li">
<strong class="ph b">Unredacted call transcript</strong>: Shares the original call
transcript.</li>
<li class="li">
<strong class="ph b">No call transcript</strong>: Doesn't share the call transcript
in the ticket.</li>
</ul>
</li>
</ul>
<p class="p"><img class="image" id="configuring__image_d1d_ygx_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_admin_zd_standard_calldetails.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">To test the setup, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9832930064026" target="_blank">Testing Contact
Center</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="next">
<h2 class="title topictitle2" id="ariaid-title3">Next steps</h2>
<div class="body">
<div class="p">
<ul class="ul">
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9791029724186" target="_blank">Configuring agent statuses for
Contact Center</a></p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696124725402" target="_blank">Overview of Contact Center
settings</a></p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459009706266" target="_blank">Accessing workflows in Contact
Center</a></p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696174546970" target="_blank">Creating and managing Contact Center
resolution codes</a></p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696174623770" target="_blank">Setting up Contact Center for live
voice transcripts</a></p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">Automatically detecting customer
intent, sentiment, and language</a></p>
</li>
</ul>
</div>
</div>
</div>
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