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I am currently trying to develop an agent script where the agent is not only able to see information from a third party system (zendesk in our case) but to write information back. My goal is to add a new comment on an open Zendsesk ticket via the GC scripts. What do I need to set up to write information back?
Did anyone already did such a script/flow where I can get some insights of how it works?
Thanks in advance!
Thx for the hint. I already tried out a bit with custom data actions but I guess I need to configure the Flow (?) to execute the writing process.
I am currently assign the new comment content to a variable but I fail to add a new comment with the content on zendesk site. DO I need to configure s.th. on zendesk site to make it work?From my perspective I should create a input field in the script, attach the input onto a variable I configured in GC and afterwards call the zendesk API to create a new comment to the open ticket, am I right?
Exactly this is my problem.
I already drag some data from zendesk into genesys cloud script without any problem. I struggle when it comes to write it back. I tried to call different data actions but from my understanding the "call data action" function only works in one direction.
I dont know where I assign my contentvariable to the flow and then update the data in zendesk"You could then go into your Architect flow go to Data -> Call Data Action and use the Zendesk flow to write something, anything to Zendesk." - Only within the flow. As far as I know I cant use the same flow to trigger a writing process from GC to another System via script"When you create the Data Action you basically would map out what Zendesk fields you want to use." - same applies here. this is for inbound direction and I cant just use it to manually set data (or?)
Thanks a lot for sharing your experience with us. I never thought of the idea to embed the URL in a script and assign the ticket identifier to it. But after I read your post, it clearly makes sense to do so!
Thanks a lot for this hint. I am looking forward to test it out.Best Regards,
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