If your org is set up with a Zendesk integration, create support tickets directly from your call to capture the customer issue in their own words. You can select a part of the call that you want to recipient to focus on. The ticket that gets created includes a link to the selected snippet in the call.
In the call page, click TRANSCRIPT and highlight the text containing the issue at hand, or use the scissors icon on the call timeline to select a part of the call. Learn more about creating snippets.
In the pop-up menu that appears, click > Open a support ticket.
Add your take on the issue, and click Open.
A ticket is created in Zendesk, and the support team is notified. From the ticket, they can see and hear what your customer is really experiencing.