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  • 1.  Routing Zendesk chats into Genesys Cloud

    Posted 01-17-2022 08:30
    Hi everyone,

    I have a question regarding Zendesk/Genesys Cloud.

    Is it possible to route web chat interactions from Zendesk into Genesys Cloud?

    The scenario would be:

    - Customer starts chat on company website.
    -  The chat would usually be delivered into the Zendesk ticketing system.
    - A routing would be in place so it it diverted into Genesys Cloud queue.



  • 2.  RE: Routing Zendesk chats into Genesys Cloud

    Top 25 Contributor
    Posted 01-17-2022 23:59
    I think the easiest would be for the chat to start in Genesys, have it create the Zendesk ticket and then screen pop the ticket when routed to the agent.  It does not make any sense to have Zendesk answer the chat when all you are having it do is create a ticket.  You can easily create a Zendesk ticket using a custom data action after finding the account using the phone number or email address.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

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