CRM Ticketing

CRM Ticketing is a solution that lets you connect CXone Mpower business applications with CRM Ticketing systems like Salesforce, Zendesk and others. This solution imports users and tickets to CXone Mpower.

This feature is available if you have a CRM Ticketing license, see Applications and Configurations for Tenants and have enabled the Search & Playback > Search > Ticket Search permission.

The CRM Ticketing integration is not intended for compliance solutions.

Integration

  • CRM Ticketing to CXone Mpower, can use Quality Management.

  • Imported tickets are searchable and viewable in Tickets Search.

Importing Users

  • Creating agents or updating existing agent information, such as name or email, must be done in the CRM system (e.g. Salesforce) and not in CXone Mpower.
  • Users' names must include a first name and a last name. These are required fields, or they will not be successfully synced to CXone Mpower.
  • Deleting or deactivating an agent must be done in the CRM system.
  • The email address used in across the CRM systems must be unique for all active and inactive users. If a user is created with an email address that already exists, it will cause the user to be unable to sync into CXone Mpower .
  • If a user is created by Omni Channel Recording (OCR) and then added to the CRM, any updates made to that user's details in the CRM ticketing system after the initial import into CXone Mpower will not be imported again into CXone Mpower.

  • All imported users from the CRM systems must have an email address. Users without an email address are not created in CXone Mpower and their tickets are not imported.

  • Only ticket interactions that contain user information are imported into CXone Mpower.

Importing Tickets

  • CXone Mpower only imports a ticket when the ticket is set to solved or resolved status.

  • Only the last 90-days of tickets are retained.

Applications

  • You can search for tickets in the Interactions application. See Tickets Search.

FAQS

The following channels are supported:

  • Email

  • Chat

  • Facebook

  • Forum

  • In App Messaging

  • Slack

  • SMS Messaging

  • Twitter

  • Voice Calls

  • WhatsApp

  • Telegram

  • Viber

  • Apple Messages for Business

  • Google Messages for Business

  • Slack

  • Microsoft Teams

Currently Salesforce and Zendesk are supported.

No, there is a fixed retention of 90 days for tickets.

Yes. The CRM Ticketing integration utilizes Quality Management . See Quality Management.

No. Customization of the default fields is not currently available, however you can customize your Filters Pane view, see Ticket Search Results .

The transcriptions and recordings related to the ticket are available in the Ticket Info tab of the Ticket Viewer, along with a link to the ticket in the originating CRM.