# Set up Automatic Ticket Creation for Zendesk

Once Cloud Voice is connected to Zendesk, you can have the system raise a support ticket on its own whenever a call takes place. This removes the manual step of logging each interaction, so every inbound or outbound call tied to a Zendesk contact is recorded as a ticket for your agents to follow up on.

## Before you begin

Make sure you have [connected Cloud Voice to Zendesk](/pbx/integrations/zendesk/integrate-cloud-voice-with-zendesk/).

## Turn on automatic ticket creation

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and open **Integrations > Helpdesk**.
2. On the Zendesk integration page, enable **Create New Ticket Automatically**.
3. Choose when a ticket should be generated and which call types it applies to.

   | When to Create New Ticket | What it does |
   | --- | --- |
   | **Before the Call** | A ticket is opened as soon as a Zendesk user answers a call from, or dials out to, a Zendesk contact. Use **The Type of Call to Create Ticket** drop-down list to pick the qualifying calls:<br />- **Inbound**: incoming calls.<br />- **Outbound**: outgoing calls. |
   | **After the Call** | A ticket is opened once the user finishes a call with a Zendesk contact. Use **The Type of Call to Create Ticket** drop-down list to pick the qualifying calls:<br />- **Inbound Answered**: incoming calls that were picked up.<br />- **Inbound No Answer**: incoming calls that were missed.<br />- **Outbound Answered**: outgoing calls that were picked up.<br />- **Outbound No Answer**: outgoing calls that went unanswered. |

   :::tip
   **Before the Call** opens a ticket the moment the call starts, so it cannot tell an answered call from a missed one. If you only want tickets for real conversations, choose **After the Call** and select the Answered call types. This also keeps ticket volume down.
   :::

4. Fill in the ticket details to suit your workflow.

   ![Ticket subject and description fields for a new Zendesk ticket](/images/pbx/ticket-info.png)

   - **Subject**: the ticket title.
   - **Description**: the body text of the ticket.

   :::note
   Both fields accept template variables, so you can pull call details such as the caller number or agent name into each ticket. Refer to the ticket-creation variables in the integration template reference for the full list of supported placeholders.
   :::

5. Click **Save**.

## Result

Cloud Voice now opens a ticket for existing Zendesk contacts automatically according to the call types you selected. Your agents can review these tickets from the contact's detail page in Zendesk.

:::note
If you have also [set up automatic contact creation for Zendesk](/pbx/integrations/zendesk/set-up-automatic-contact-creation-for-zendesk/), the system opens tickets for unknown inbound and outbound callers as well.
:::

![An auto-generated support ticket shown on a Zendesk contact record](/images/pbx/zendesk-created-ticket.png)