Articles on: MyOperator

What is the ticket-creation logic in the Zendesk-MyOperator integration and how do I keep it working?

Quick answer


  • Every answered or missed call fires a webhook to Zendesk.
  • Answered call → ticket assigned to the answering agent (e-mail match).
  • Missed call → ticket assigned to a fallback group (Admin by default).
  • When you add or edit agents, you must request a user-sync so e-mail matching remains intact.


When should I use this guide?


Use it if you’ve connected Zendesk with MyOperator and want to:


  • Understand how tickets get created/assigned.
  • Verify e-mail matching rules.
  • Know when to trigger a manual user-sync.



1. Prerequisite checklist


Item

Where to verify

Must be

MyOperator → Feature Flags

In-Call & After-Call webhooks ON

Yes

Zendesk API token

Admin → Channels → API

Active

Agent e-mails match

Zendesk ↔ MyOperator

Exact, case-insensitive

Fallback group

Zendesk → Admin → Groups

"Voice-Missed-Calls" (optional)



2. End-to-end ticket flow



Alt-text: MyOperator posts either “in-call” or “missed” payload; Zendesk creates ticket and assigns owner by e-mail match or fallback group.



3. Assignment rules


Scenario

Zendesk assignee

Comment

Answered call

Agent whose Zendesk e-mail = MyOperator agent e-mail

Real-time

Missed call

Admin user or custom group

Configurable via Support request


Ticket fields auto-filled: Caller number, agent, direction, duration, recording URL.



4. User-sync workflow


  1. Add or edit agents in either system.


  1. Open a ticket at support@myoperator.com with the subject Zendesk-User-Sync.


  1. MyOperator runs a sync job (under 10 min) that pushes updated e-mails to the Zendesk mapping table.


Info

Zendesk’s API rate limit prevents live polling; batch sync avoids throttling.



5. Success-validation steps


Test

Expected result

Place an answered call

Ticket appears in Zendesk → Assignee = answering agent

Place a missed call

Ticket appears → Assignee = "Voice-Missed-Calls" group

Open ticket comment

Contains: direction, duration, recording link



6. Edge cases & limitations


Issue

Behaviour

Fix

Email typo in Zendesk

Ticket goes to fallback

Correct e-mail, request user-sync

API token expired

No tickets created

Regenerate token, update integration

Custom fields missing

The ticket lacks call data

Add fields "Call Duration", "Recording URL"



7. Troubleshooting & escalation


Problem → Quick fix


  • No tickets created → Check API token validity and webhook 4xx logs.
  • Incorrect assignee → Verify e-mail match; trigger user-sync.
  • Missed calls untracked → Confirm inbound number routes through MyOperator.


Need help? Email support@myoperator.com with call UID, timestamp, and Zendesk ticket ID.



Keywords - Zendesk integration logic, MyOperator calls, ticket auto-creation, e-mail matching, answered vs missed calls, user-sync, fallback group, troubleshooting

Updated on: 12/01/2026