How to get additional fields get filled by CTI integration automatically on a newly created ticket after answering a call?
E.g.: Call is answered by agent. A new ticket form is opened. I would like to fill an userdefined object (or add tags) with information the PBX could deliver or that could be fetched by a REST API?
My thoughts so far:
I don’t see that this can be done with CTI’s push api https://docs.zammad.org/en/latest/cti/api-push.html. Only predefined fields are possible (event, from, to, direction, callId, user, queue).
During ticket creation the ticket hasn’t got an ticket id so I can’t push any information to the ticket.
A user defined button placed into the ticket creation form could fetch the information but how to integrate this?