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# What steps are involved in configuring and maintaining the Zendesk–MyOperator integration?

|| Info
Quick answer — Share your Zendesk subdomain and API token, plus your MyOperator service number, with Support for backend enablement. Then, validate auto-ticketing (answered vs missed) and keep agent emails synchronised across both systems so assignment stays accurate.

* 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 need to set up or troubleshoot the Zendesk–MyOperator integration, understand ticket-creation logic, or confirm that agent assignment and call metadata are working as expected.

---
## What this integration does
* Auto-creates Zendesk tickets for calls handled via MyOperator.
* Assignment logic (typical):
  * Answered calls → ticket assigned to the answering agent.
  * Missed calls → ticket assigned to admin or a specified group.
  * Adds call context: direction, numbers, time, duration, optional recording link, and MyOperator call ID as a custom field.
  * Ticket fields auto-filled: Caller number, agent, direction, duration, recording URL.

---
## Prerequisites
* Your Zendesk subdomain (e.g., acme.zendesk.com).
* A Zendesk API token (Admin generates in Zendesk).
* Your MyOperator service number.
* Agent emails match in Zendesk and MyOperator.
* MyOperator SUV plan (and above) is enabled.
* (Recommended) A test contact and test number for validation.
* MyOperator → Feature Flags: In-Call & After-Call webhooks ON.
* Zendesk API token: Admin → Channels → API = Active.
* Fallback group in Zendesk (optional): “Voice-Missed-Calls”.

---
## How to generate a Zendesk API token
1. In Zendesk Admin Centre, go to Apps and integrations → APIs → Zendesk API.
2. Enable Token Access and click Add API token.
3. Copy the token and store it securely (you’ll only see it once).
4. Rotate the token periodically and after any compromise.

---
## Why each item matters
| Requirement | Why is it needed |
| --- | --- |
| Sub-domain | Namespaces every Zendesk API call. |
| API token | Authenticates ticket create/update. |
| Service number | Links call SIDs to your MyOperator account. |
| E-mail match | Drives automatic ticket assignment to the answering agent. |
| SUV and above plan | Unlocks webhooks & recording features in MyOperator. |

---
## Security & data mapping
### Token handling:
* Share tokens only via your approved secure channel.
* Prefer a dedicated integration token; rotate at least quarterly.
* Revoke old tokens after rotation and inform Support to update the backend.

### Typical ticket field mapping (illustrative):
| MyOperator attribute | Zendesk ticket field | Notes |
| --- | --- | --- |
| Call direction (Inbound/Outbound) | Custom field or tag | Used for reporting and triggers |
| Caller / Callee number | Description/custom field | Included in the ticket body or fields |
| Agent email (answering) | Assignee | Email matches, maps to the correct agent |
| Call start & duration | Description/time fields | Stored for context and SLAs |
| Recording URL (if enabled) | Comment/attachment | Subject to plan & policy |
| MyOperator call ID | Custom field | Useful for cross-system references |

---
## Step-by-step setup
### STEP 1 — PREPARE
* Zendesk subdomain
* Zendesk API token
* MyOperator service number
* Agent emails aligned across Zendesk/MyOperator
* MyOperator Pro plan

### STEP 2 — SHARE DETAILS WITH MYOPERATOR SUPPORT
Send the following to [support@myoperator.com](mailto:support@myoperator.com)

* Subdomain
* API token
* Service number
* Desired fallback group (if any)

### STEP 3 — BACKEND CONFIGURATION BY MYOPERATOR
The tech team configures:

* API authentication to Zendesk
* Call-to-ticket logic (answered → agent; missed → admin/group)
* User mapping by email; tags/fields per your preferences

### STEP 4 — ACKNOWLEDGE & MOVE TO VALIDATION
Support confirms when the backend setup is completed.

---
## Validate the integration
Run these checks with one answered and one missed call.

| 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 |

(If recording is enabled) Ensure the recording link is present. Repeat with a second agent to validate the mapping.

---
## Expected outcomes & success checklist
* Every MyOperator call results in a Zendesk ticket with call metadata.
* Answered calls are assigned to the answering agent; missed calls are assigned to the admin or specified group.
* Tags/fields appear consistently; optional recording links are included.

### Success checklist
* Tickets appear for both answered and missed tests.
* Assignee matches the agent for answered calls.
* Tags/fields match your requested configuration.

---
## Edge cases & limitations (When does it NOT work?)
* Rate limits (HTTP 429): Zendesk API has limits—stagger bulk calls or coordinate throttling.
* Token rotation: Update Support immediately after rotation to avoid failures.
* Partial routing: If only some calls traverse MyOperator, only those will be ticketed.
* Recording links: Subject to plan and policy; allowlist URLs if your org restricts external links.
* Agent mismatch: Tickets are assigned incorrectly if emails don’t match—keep directories aligned.

---
## Troubleshooting & escalation
| Symptom | Likely cause | Fix |
| --- | --- | --- |
| No tickets created | Invalid/expired API token; backend not enabled | Re-generate token; ask Support to re-enable |
| Tickets assigned to the wrong person | Email mismatch between systems | Align emails; request user sync |
| Only missed (or only answered) tickets appear | Partial routing via MyOperator | Ensure both directions traverse MyOperator |
| Recording link missing | The plan doesn’t include recording or a link blocked | Enable recording; allowlist URL if required |
| 429 responses from Zendesk | API rate limits hit | Throttle; add retry/backoff logic via Support |

Need help? Email [support@myoperator.com](mailto:support@myoperator.com) with call UID, timestamp, agent emails, example numbers, screenshots, and Zendesk ticket ID.

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Keywords: Zendesk integration, MyOperator, call-to-ticket, auto-ticketing, agent assignment, missed call routing, recording link, API token, subdomain, email mapping