Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

you would need the console logs from the browser. This will include information on the API call to Zendesk's Ticket API.

Also note that writing to tickets requires two things: 1. the agent must make a selection that the call log is related to a ticket, and 2. the agent keep their window open until the interaction deallocates (removes itself from the interaction list; this is 2 minutes after the end of the interaction or a wrap up code is assigned).

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

you would need the console logs from the browser. This will include information on the API call to Zendesk's Ticket API.

Also note that writing to tickets requires two things: 1. the agent must make a selection that the call log is related to a ticket, and 2. the agent keep their window open until the interaction deallocates (removes itself from the interaction list; this is 2 minutes after the end of the interaction or a wrap up code is assigned).

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

you would need the console logs from the browser. This will include information on the API call to Zendesk's Ticket API.

Also note that writing to tickets requires two things: 1. the agent must make a selection that the call log is related to a ticket, and 2. the agent keep their window open until the interaction deallocates (removes itself from the interaction list; this is 2 minutes after the end of the interaction or a wrap up code is assigned).

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt

Unfortunately, no. This is a limitation of the Zendesk ticket API, which fills in the requester as the user creating the ticket if a requester is not provided; the client accesses Zendesk's API's as the logged in user using the client. Note that this behavior is exactly the same as if a user were to select the "create new ticket" option directly in Zendesk; if they do not provide a requester then they are automatically set as the requester.

Requests for changes to the API behavior would need to be directed to Zendesk.

you would need the console logs from the browser. This will include information on the API call to Zendesk's Ticket API.

Also note that writing to tickets requires two things: 1. the agent must make a selection that the call log is related to a ticket, and 2. the agent keep their window open until the interaction deallocates (removes itself from the interaction list; this is 2 minutes after the end of the interaction or a wrap up code is assigned).

The time durations are all listed here: https://help.mypurecloud.com/articles/interaction-attributes-in-purecloud-for-zendesk/

Matthieu, 

You certainly can change the requester of a ticket after it's been created.  See the attached pic.

Thanks,
Richard

Matthieu,

At the moment, no we are not creating additional users with only a phone number.  It is something we can consider, although I guess I'd like to understand why that would be preferable to either creating the user using a data action from the IVR or having the agent actually complete user profile?  It would seem to me that having a bunch of empty contacts in the ticketing system would be more of a hinderance than being beneficial, and doing a simple report of tickets requested by individual users would identify who is not following the process of completing contact information prior to ending their calls.  

Please let me know if you have any feedback on that.

Thanks,
Richard

Sure i read this page and made different test.

And in fact it works great ... but like you said the default action on new ticket when the customer is not find, is to put the agent like the requester.

But i would prefer the default action like zendesk do : create a new end user with the phone number !
And Zendesk say to me it's on the Genesys App ....

Can you help ?

Thanks for your reply !
Matt