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From YouTube: Customer Calls Tracking in Zendesk Tickets
Description
A brief demonstration of how to use the Zendesk fields and macros introduced on 2023-05-24 for managing and tracking customer calls.
A
A
I
just
want
to
ask
you
to
remember
that
this
is
all
about
helping
everybody
in
support
to
be
more
comfortable
with
planning
and
conducting
customer
calls
so
that
we
can
give
our
customers
a
uniform
experience
with
synchronaut
synchronous
support
from
gitlab,
and
our
next
step
forward
toward
that
goal
is
to
get
better
data
about
what
the
call
life
cycle
looks
like
in
tickets.
So
let
me
show
you
how
we
want
you
to
help
us
to
do
that.
A
So
first
I
just
want
to
point
you
to
this
issue
where
you
can
see
a
nice
little
flow
chart.
If
you
want
a
visual
representation
of
what
I'm
about
to
take
you
through
in
zendesk
now
in
zendesk
itself,
you
have
your
ticket
and
your
customer
decides
to
request
a
call
right.
They
put
that
into
the
ticket.
A
I
want
to
meet
you
in
Zoom,
so
you'll
find
all
the
fields
that
you
need
on
the
left
side,
just
below
the
preferred
region
for
support
you
have
call
requested
by,
and
this
allows
you
to
indicate
that
you
have
initiated
the
call
or
that
the
customer
has
done
so.
In
this
case,
they've
asked
so
we'll
select
customer
notice
that
right
away,
we
get
a
new
field
below,
and
this
one
says:
okay,
the
customer
requested
a
call.
Well,
what
are
you
going
to
do?
A
Are
you
going
to
say
no,
or
are
you
going
to
say
yes,
we're
going
to
demonstrate?
Yes,
okay,
accepted
by
agent.
Again
we
get
new
Fields
visible,
so
this
one
here
says:
hey.
You
should
use
this
macro,
let's
go
ahead
and
apply
that
macro
and
when
I
do
that
watch
what
happens
to
the
field
so
I
type
in
call
accepted
it
finds
it
I,
select
it
and
right
away,
it
checks
that
box.
So
it's
a
nice
shortcut
for
you,
you'll
see
just
like
with
many
macros.
A
There
are
things
that
you
can
fill
in
here
to
indicate
important
information
for
the
customer,
and
then,
of
course,
you
should
include
your
calendly
link
at
the
bottom.
So
if
we
were
to
submit
this
and
send
it
out
and
some
time
passes
by,
you
would
then
be
able
to
say.
Okay
did
we
have
scheduling
issues
and
we
couldn't
schedule
the
call
or
did
we
get
it
scheduled
or
did
the
customer
say
you
know
what?
After
all,
no
I
don't
want
to
have
a
call.
A
A
The
call
scheduled
macro
should
help
you
with
putting
together
all
the
information
that
will
be
helpful
to
the
customer
to
ensure
that
the
call
is
set
up
properly
and
then,
if
I
indicate
that
I
use
that
eventually,
when
the
call
is
over
I
can
check
it's
been
completed
and
I
get
the
option
to
use
one
more
macro.
This
one,
the
call
completed
summary
you've
seen
that
one
around
in
one
form
or
another
for
a
while,
but
we've
updated
it
to
have
more
information
for
you.
So
that's
the
customer
request
path.
A
Right
and
I
could
say:
hey
I'm,
the
one
who's
initiating
a
call,
you'll
see
a
similar
path,
but
now
slightly
different
choices
based
on
the
fact
that
we
asked
them
to
have
a
call.
So
that's
it
just
some
simple
guided
clicks
some
nice
macros
with
message
templates.
What
could
be
easier
right
thanks
for
watching.