Currently, we pull the following information (fields) from RC into ZD tickets:

*Requester
*Subject
*Inbound called RC number
*Last call start

(Screenshot attached)

Description automatically generated

The fields above were added manually as per RC guide. There is no Call queue field from what we can tell.

Therefore, we would like to also include a queue as a new field.

E.g.: If a customer calls “International sales”, it should be reflected in the ticket.