After today’s Open Office call (thanks ladies!) I have been playing with both the VoIP/PBX integration and Ticket Workflows. I have the URL-push working from our softphone app (Intermedia/Elevate) and that works great using this URL: https://MYINSTANCE.syncromsp.com/search?search[query]=$phone_number
The feature request (or request for how, if it can already handle this) is that we can push a search string in the URL to a workflow. Something such as this: https://MYINSTANCE.syncromsp.com/new_ticket_forms/9553/preview?q=$phone_number
This would allow one-click when a call comes in to start the ticket and open any workflow we want, and automatically pull up the customer and contact.
Thanks for considering adding this functionality (or for telling me how if it’s already doable.)