Dialpad to Syncro
This workflow automates the synchronization of incoming call information from the Dialpad phone system to the Syncro MSP platform, enabling the automatic creation and updating of customer support tickets. By utilizing Webhooks to receive phone events in real-time, the system can identify incoming callers and check for any open tickets, ensuring timely handling of customer requests. Additionally, all call records and ticket information will be automatically archived in Google Sheets for easier subsequent statistics and analysis, significantly enhancing the efficiency and quality of customer service.
Workflow Name
Dialpad to Syncro
Key Features and Highlights
This workflow enables automatic synchronization and management of customer support tickets in the Syncro MSP platform from the Dialpad phone system. By receiving real-time call events via Webhook, it automatically identifies incoming caller information, searches for existing open tickets to update, or creates new support tickets to ensure timely follow-up on customer requests. Additionally, all call and ticket association data are automatically logged into Google Sheets for convenient subsequent reporting and analysis.
Core Problems Addressed
- Automates ticket creation and updates triggered by customer phone events, eliminating manual data entry and improving operational efficiency.
- Real-time identification of customers and contacts for precise ticket association, enabling seamless customer service continuity.
- Integrates multi-system data synchronization, bridging data silos between the phone system and IT service management platform.
- Archives and tracks data via Google Sheets, facilitating management oversight of service quality.
Use Cases
- IT service management teams needing to rapidly convert incoming calls into support tickets for automated ticket handling.
- Customer support centers that want to automatically link incoming phone requests to customer information and historical tickets to enhance response speed.
- Organizations requiring multi-system integration (phone system, ticketing system, reporting) to achieve end-to-end process automation.
Main Workflow Steps
- Listen for inbound call events initiated by Dialpad through a Webhook node (inbound calls only).
- Configure environment variables to obtain the Syncro API base URL and user ID.
- Use the incoming phone number to query the Syncro API for matching customer and contact information.
- Parse and filter customer and contact data.
- Check if the contact has any open (unclosed) tickets.
- Based on the number of open tickets:
- If exactly one open ticket exists, add a call note to update that ticket.
- If no open tickets exist, create a new ticket.
- Organize call and ticket information and append it to Google Sheets for call record archiving.
- If no contact is found but a customer match exists, create a ticket for the corresponding customer and log the record.
- For calls that do not meet any criteria, perform a no-operation step to ensure workflow stability.
Involved Systems and Services
- Dialpad: Source of phone events, providing inbound call data via Webhook.
- Syncro MSP: IT service management platform offering APIs for customers, contacts, and tickets.
- Google Sheets: Repository for archiving call and ticket data, facilitating statistical analysis.
- n8n: Workflow automation platform enabling multi-system integration and process orchestration.
Target Users and Value
- IT support teams and customer service centers aiming to improve ticket handling efficiency and customer satisfaction.
- Enterprises seeking seamless integration between phone systems and ITSM platforms.
- Organizations looking to reduce manual ticket management and data entry through automation.
- Management personnel who require real-time visibility into service requests and responses via Google Sheets for data-driven decision-making.