We are having a problem with the 'missed call' email to our ticketing system (Freshdesk, Zendesk, etc.).
When a call to customer service goes unanswered and a message is left, the email is directed to our ticketing system along with the mp3 of the message. We then respond to our customer via the ticketing system.
Our customers are complaining (particularly on mobile) because they see the RingCentral New Voice Message email as part of our reply and start clicking on the large font calls to action in the email copy. They then (on mobile) get asked to download the RC app.
This creates a situation where the customer then gets (incorrectly) upset with us because they think they need to download the RC app in order to continue working with our Customer Service.
The option of manually deleting the RC portion of the original email is a problem because of the time it would take to process 150+ of these a day adds an additional burden to my customer service staff.
RC customer service informed me that there is no way to remove all of RC copy/links as an option.
Surely other companies are using Ring Central with ticketing systems-- how is it being handled in other companies?
J.
If the voicemail ticket is created with the first comment internal instead of public then our agents have the option of emailing the client back without them seeing the full email/transcript/and mp3 attachment...
It's all supported already: https://developer.zendesk.com/rest_api/docs/voice-api/talk_partner_edition#creating-voicemail-ticket...
I usually consider it most professional to respond to customers via the same channel they contact me. Email to email, text to text, voice to voice. But, I suppose you know your own customers best and if you want to reply to voicemails via email then you will need to either have your staff strip some text out or think up an intermediate step where you forward the email to be parsed and then passed on to Zendesk.
Another option, as Benjamin alluded to, is more in depth, custom development (or hire someone) to create exactly what you want. Good luck and let us know where you go with this.
Oh and I thought I recalled that Zendesk had a voice integration option and I think the way it could work is you could forward your number to the Zendesk number and then voicemail is more tightly integrated then what you are doing with or without the RC-Zendesk integration in place. https://www.zendesk.com/voice/
FreshDesk has developed an integration with RingCentral which is available on the RingCentral App Gallery: https://developers.ringcentral.com/app-gallery.html#/app/freshdesk
From what I am seeing, both of these require use of the soft phone to operate.
We do have some applications which are providing more custom integrations which provide deeper functionality (such as the ability to play a call recording or voicemail from within the application itself). This route requires developers to create software which meets the required use case goals and is built using the RingCentral Connect Platform.
For either of the above referenced App Gallery applications, you would need to use the "Supported By" link if you require any assistance or would like to suggest additional functionalities beyond the current detailed descriptions.
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