For tracking purposes, you may want to have a ticket created in Zendesk for each meeting booked. This allows you to associate a ticket to a call and follow up on it after it ends.
To do this, we recommend utilizing Zapier automations.
See the section below if you would rather do this via API directly instead of Zapier.
Setting up your Zendesk Action
Zapier works in essentially two steps. You can always add more actions, but basically:
1. A trigger (Chili Piper meeting is booked)
2. An action (Zendesk ticket is created)
To set up the Zendesk Action, you can do something like this, but the values you define for subject, description, ticket status, category, tags, and so forth are all customizable by you.
You may want the assignee's name in the subject or include the booker/guests as "collaborators" on the ticket. The sky's the limit!
Subject and Description are required fields.
For the Comment / Description, you will want to capture the meeting description and include any additional metadata you would like - especially useful if you make the first comment Private / an internal comment.
- Remember that Zendesk also has automations that can trigger based on ticket values, so make sure they are reflected here to do something special. For example, you can have Chili Piper meetings go into a unique "view' within Zendesk or tag specific reps.
- Zendesk webhooks (extensions) can be used to send the ticket data to third-party systems. For example, notifying slack when the new ticket arrives.
- You can also do the above natively in Zapier by adding additional actions. You can send a message to Slack when one of these tickets is created or send the data to a spreadsheet, mailing list, etc.
- Zapier and Chili Piper allow you to also comment on the same Zendesk ticket if a meeting gets rescheduled. This would be a separate trigger in Zapier.
FOR ADVANCED USERS ONLY
For security/privacy purposes or efficiency, you may want to bypass Zapier or avoid using it. If you don't want to use Zapier, this is all technically possible by setting up API endpoint requests on your own server.
As this is an advanced implementation, your Customer team may not be able to provide extensive support for the development or implementation of this method. We cannot provide support for third-party APIs, which are subject to change.