A few things we think are worth noting about Zendesk sync logic!
Our Zendesk sync will push all external calls to your team's Zendesk instance and search for matching "users" based on the full E164 phone number format (
ex: +12065554444).Internal phone calls will not create tickets.
Phone menu missed calls and voicemails can be configured via the phone menu options. More details can be found here.
If you have any questions or issues, please reach out to the Truly support team at support@truly.co or by clicking your initials in the upper right corner in the desktop app and we’ll be happy to assist!