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 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.