Contact Center general integration settings

Access the Contact Center integration settings to customize ticket creation and call handling. Adjust ticket assignment, force ticket creation, and decide if customer details pop up before calls. Configure outbound call ticket creation and manage call recordings and transcripts, choosing between redacted or unredacted options. Tailor these settings to streamline your support processes and improve call management.




Once your CloudFormation stack is updated to integrate with Zendesk, you can access the
Zendesk settings page from the left-side navigation bar of Contact Center. From here,
there are various settings you can customize.
This article contains the following topics:

Standard settings
Call details settings



Standard settings

In this section you can review and edit details of the Zendesk integration
or click Go to Zendesk to open your linked Zendesk account.

This page contains the following settings:

Ticket assignment behavior









UI value
Contact attribute value
Behavior




True
None
A new ticket will be created after the Agent accepts
the call. The ticket will be ‘popped’ to the
Agent.



True
ticket_assignment = true
A new ticket will be created after the Agent accepts
the call. The ticket will be ‘popped’ to the
agent.



True
ticket_assignment = false
A new ticket will not be created after the Agent
accepts the call. No ticket will be ‘popped’
to the Agent.



False
None
A new ticket will not be created after the Agent
accepts the call. No ticket will be ‘popped’
to the Agent.



False
ticket_assignment = true
A new ticket will be created after the Agent accepts
the call. The ticket will be ‘popped’ to the
Agent.



False
ticket_assignment = false
A new ticket will not be created after the Agent
accepts the call. No ticket will be ‘popped’
to the Agent.







Force ticket creation









UI value
Contact attribute value
Behavior




True
None
If a ticket isn’t created by default (see Ticket
assignment behaviour) the Agent will be made to create a
new ticket or link the call to an existing ticket before
they are able to close the call.


True
force_ticket_creation = true
If a ticket isn’t created by default (see Ticket
assignment behaviour) the Agent will be made to create a
new ticket or link the call to an existing ticket before
they are able to close the call.


True
force_ticket_creation = false
An Agent can end a call irrespective of whether or
not a ticket has been associated to the call.


False
None
An Agent can end a call irrespective of whether or
not a ticket has been associated to the call.


False
force_ticket_creation = true
If a ticket isn’t created by default (see Ticket
assignment behaviour) the Agent will be made to create a
new ticket or link the call to an existing ticket before
they are able to close the call.


False
force_ticket_creation = false
An Agent can end a call irrespective of whether or
not a ticket has been associated to the call.






Pop customer or ticket details before accepting the call









UI value
Contact attribute value
Behavior




True
None
A ticket or the customer profile will be displayed to
the Agent prior to them answering/accepting the call. The zendesk_ticket_id attribute must be
set on the ticket for this to work.



True
pop_incoming = true
A ticket or the customer profile will be displayed to
the Agent prior to them answering/accepting the call. The zendesk_ticket_id attribute must be
set on the ticket for this to work.



True
pop_incoming = false
A ticket or user profile will not be displayed to the
Agent prior to them accepting the call. A
ticket or user profile may be displayed after the
Agent has accepted the call, depending on other
settings.



False
None
A ticket or user profile will not be displayed to the
Agent prior to them accepting the call. A
ticket or user profile may be displayed after the
Agent has accepted the call, depending on other
settings.



False
pop_incoming = true
A ticket or the customer profile will be displayed to
the Agent prior to them answering/accepting the call. The zendesk_ticket_id attribute must be
set on the ticket for this to work.



False
pop_incoming = false
A ticket or user profile will not be displayed to the
Agent prior to them accepting the call. A
ticket or user profile may be displayed after the
Agent has accepted the call, depending on other
settings.







Create a ticket on every outbound call









UI value
Contact attribute value
Behavior




True
None
A new ticket will be created and associated to the
call every time an outbound call is placed.


True
all_outbound = true
A new ticket will be created and associated to the
call every time an outbound call is placed.


True
all_outbound = false
When placing an outbound call, a ticket will not be
created automatically.


False
None
When placing an outbound call, a ticket will not be
created automatically.


False
all_outbound = true
A new ticket will be created and associated to the
call every time an outbound call is placed.


False
all_outbound = false
When placing an outbound call, a ticket will not be
created automatically.










Call details settings

This section defines the behavior of Call Transcripts and Recordings in
Zendesk from the Contact Center app and contains the following settings:

Provide a link to download the call recording: Select how call
recordings cabn be downloaded:

Redacted call recording: Important information, such as
credit card numbers, is redacted from the call recording.

Unredacted call recording: The entire call recording can be
downloaded with no redactions.

No call recording: The call transcript is not available to
download.



Call transcript: Select how call transcripts are downloaded:

Redacted call transcript: Important information, such as
credit card numbers, is redacted from the call transcript.

Unredacted call transcript: The entire call transcript can be
downloaded with no redactions.

No call transcript: The call transcript is not available to
download.