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Virtual Office for Zendesk Integration: Failed to create call log
8x8 Support

Virtual Office for Zendesk Integration: Failed to create call log

Symptom

When an agent attempts to disposition a call in the 8x8 Zendesk communication panel with the Solve option selected, they receive an error stating Failed to create call log.

VO_Zendesk_Failed_to_create_call_log.jpg

Applies To

Virtual Office Integration, Zendesk, call disposition

Cause

This is generally a permissions issue with writing a call disposition to a ticket, where one or more fields in Admin > Manage > Ticket Fields have been edited to enable the option: Required to solve a ticket, and the agent chooses to Solve the issue from the comm panel.

This is especially true for new custom fields which do not (and therefore cannot) appear in the communication panel, and so the agent cannot make a selection for that specific field.

Zendesk_Required_Field_Test.jpg

Resolution

There are two solutions to this issue:

  1. In Zendesk Admin > Manage > Ticket Fields, edit any ticket fields that do not appear as drop-down selections in the 8x8 communication panel, and disable (un-check) the option: Required to solve a ticket.

Or:

  1. In this circumstance, the issue only occurs when the agent tries to mark the issue as Solved from the 8x8 communication panel.
    • If the agent selects any other option than Solved in the Select Status dropdown of the 8x8 communication panel, the error will not occur, and the record will be written to the ticket
    • Note that the agent would need to manually Solve the ticket after call disposition, if required.

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