When a call is connected through the softphone, a new ticket should be created, but the following reasons may cause the ticket not to be created.
This phenomenon mainly occurs with installed softphones.
1. This can happen when the WebSocket communication between the Zendesk webpage and the softphone is disconnected. If the rightmost of the three indicator lights at the top right of the softphone is shown in gray, it means the WebSocket communication is disconnected. Try refreshing the Zendesk webpage, and if the issue persists, close and restart both the softphone and the web browser.
2. This issue may occur if you log in to the softphone first and wait to receive calls before the Zendesk page is fully loaded after starting work. Be sure to log in to the softphone only after the Zendesk screen has fully loaded.
3. This can occur if you leave your desk for an extended period, such as during lunch, and the web browser tab's memory is reclaimed due to sleep mode or the browser's memory-saving feature before reloading, and a call connects through the softphone. It is recommended to disable the browser's memory-saving feature.
To identify the cause, saving the web browser console logs and providing them to the customer support team when inquiring will help in diagnosing the problem.
For how to save the web browser console logs, please refer to the following link on the FAQ page.
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