CallsCovered› HELP CENTRE

Help › Plugins

Helpdesk tickets

Open a Zendesk, Freshdesk, HubSpot or Help Scout ticket for each call back and urgent call, closed when you mark it done.

Helpdesk tickets puts the call backs your receptionist takes into the queue your team already works from. Each one becomes a ticket, and when you mark the call back done on your dashboard, its ticket is closed too.

What it does

  • Call backs become a ticket titled "Call back" with the person's name and number.
  • Urgent calls become a ticket titled "URGENT", given a high or urgent priority (in Help Scout, an "urgent" tag).
  • With Open tickets for set to Call backs, urgent calls, new enquiries and unhappy customers, new enquiries and unhappy customers get a ticket too.

The ticket says what they asked for, the reference if there is one, and that it came from your receptionist. Tickets are internal: the caller isn't emailed.

In Zendesk, Freshdesk and Help Scout the ticket is tagged callscovered. In HubSpot it goes in your default help desk pipeline, at the New stage. In Help Scout it's a phone conversation in the mailbox you choose, with the caller as the customer.

What you need

Choose Your helpdesk, then:

  • Zendesk: your Helpdesk address (like yourbusiness.zendesk.com), the Zendesk agent email the token belongs to, and a Zendesk API token: Admin Centre, then Apps and integrations, then Zendesk API, then Settings. Turn on Token access, then Add API token.
  • Freshdesk: your Helpdesk address (like yourbusiness.freshdesk.com) and your Freshdesk API key: your profile picture, then Profile settings, then View API key.
  • HubSpot Service Hub: a HubSpot private app token: Settings, then Integrations, then Private apps, then Create, with the "tickets" scope. Copy its access token.
  • Help Scout: your profile, then My apps, then Create my app (any redirect address will do). Copy its Help Scout App ID and Help Scout App Secret. The Help Scout mailbox ID is the number in the mailbox's address when you open it.

Setting it up

  1. Open Plugins, choose Helpdesk tickets and click Switch on.
  2. Choose Your helpdesk and fill in the boxes for it.
  3. Choose Open tickets for.
  4. Click Save and test. CallsCovered checks it can connect, without opening a ticket.

Cost

Free. Your helpdesk's own subscription is between you and them.

Privacy

Each ticket holds the person's name, phone number and what they said or asked for. It's held in your helpdesk under its rules.

Limits

  • Only call back tickets are closed when you mark the call back done. Tickets for urgent calls, enquiries and unhappy customers are closed by your team in the helpdesk.
  • Freshdesk needs a phone number to open a ticket, so someone who didn't leave one (some website chats) won't get a Freshdesk ticket.
  • If your helpdesk refuses something, the plugin shows Needs attention with the reason. That ticket isn't tried again.

Still stuck? Write to hello@callscovered.ai with your business name and what you were trying to do, and a person will reply.