I am working on an integration between Zoom Phone and Freshdesk.
Our objective is to automatically create a Freshdesk ticket whenever a customer call is missed (or for every incoming call) using Zoom Phone webhook events.
Here’s what we have done so far:
- Integrated Zoom Phone with Freshdesk using the official Marketplace app.
- Created a custom middleware to receive Zoom webhook events.
- Configured a Zoom Developer App with Event Subscriptions.
- Subscribed to the relevant Zoom Phone events available in our account.
- Configured the webhook endpoint and successfully verified it.
- Implemented logic in the middleware to create a Freshdesk ticket using the Freshdesk Tickets API when a missed call event is received.
However, when we test the flow by calling our Zoom Phone number and allowing the call to go unanswered, no webhook event is received by our middleware, and consequently no Freshdesk ticket is created.
We would appreciate your assistance with the following:
- Which Zoom Phone webhook event should be used to detect:
- A missed call?
- A call where the caller hears “All agents are busy” or “No one is available to take your call”?
- Are there any additional account settings, permissions, or Zoom Phone configurations required for these webhook events to be triggered?
- Are these events supported for Zoom Phone integrations using the Marketplace app, or is any additional configuration required in the Zoom Developer App?
- Is there any documentation or sample implementation specifically for creating tickets in an external system (such as Freshdesk) based on Zoom Phone call events?
Our expected flow is:
Customer calls Zoom Phone → Call is missed (or unanswered) → Zoom sends webhook to our middleware → Middleware creates a Freshdesk ticket via the Freshdesk API.
even after giving a miss call to the given zoom number ticket is not being created but postman creates it successfully