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.
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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.
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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.