Saving other data in a ticket

The telephony system can use the Zendesk API to populate a ticket with other data collected in the IVR, during a call, and after the call ends. You can use the data to support reporting and business flow rules. For example, you can save:

• Call metrics such as call time, hold time, and queue time
• Wrap-up code after the call ends
• Data collected in the IVR, such as the number of attempts to get technical support

Use tags or custom ticket fields to save other data in a ticket.

If you build a Zendesk app to embed a softphone in a Support account, Zendesk suggests adding the custom ticket fields programmatically when the app is installed in the account by an admin. For more information, see:

• Specifying Apps Requirements in the Zendesk Apps docs
• Ticket Fields in the Support API docs

After adding the custom ticket fields, the telephony system can populate the fields at any time with the Tickets API. Example JSON request body:

{
  "ticket": {
    "priority": "urgent",
    "custom_fields": [{"id": 21938362, "value": "hd_3000"}]
  }
}

For more information, see Setting custom field values in the Tickets API doc.

Another benefit of using the Tickets API is that data will be available in Zendesk Explore, the reporting product for Support.

To learn more, see:

• Tickets in the API docs

• Tags in the API docs

• Retrieving the Zendesk user id of a caller in this guide

• Displaying the caller's new ticket in Support in this guide

• Displaying a caller's existing ticket in Support in this guide

• Creating a ticket based on a voicemail in this guide