Good morning Florian:
I have not worked with Zendesk but I have worked with another Case Management System.
I suggest that together with the Zendesk team you evaluate the possibility to get the URL of each one of the cases (I suppose they are identified by an unique code) in such a way that they can be embedded within the Genesys Cloud Script in a dynamic way.
Using the embedded URL option within the Script and assigning it a variable URL (that depends on the unique code of the case that could be received from an Architect flow in a Set Screen Pop action) you could, if Zendesk allows it, fill out the case form in particular within the same Genesys Cloud Script without needing to use the Data Actions. Although Data Actions are also a very good alternative, as long as you are clear about those REST services that Zendesk publishes and its scope in the manipulation of its objects (cases, notes, etc.).
I hope this suggestion can guide you and help you in your purposes.
Best regards,
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William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
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Original Message:
Sent: 10-27-2020 11:22
From: Florian Pickert
Subject: Write Information back from Scripts into Third Party System
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?)
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Florian Pickert
T-Systems Multimedia Solutions GmbH
Original Message:
Sent: 10-27-2020 10:15
From: Paul Dittrich
Subject: Write Information back from Scripts into Third Party System
I'm not sure about the process of passing data from a script back to an architect flow. I've gone the other way bringing data into a script. I would recommend trying to configure the Zendesk data actions. 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.
When you create the Data Action you basically would map out what Zendesk fields you want to use.
Once you have that working then you could work on getting the script/screen pop to pass the information.
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Paul Dittrich
Aria Solutions
Original Message:
Sent: 10-27-2020 09:47
From: Florian Pickert
Subject: Write Information back from Scripts into Third Party System
Hi Paul,
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?
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Florian Pickert
T-Systems Multimedia Solutions GmbH
Original Message:
Sent: 10-27-2020 09:24
From: Paul Dittrich
Subject: Write Information back from Scripts into Third Party System
Servus :)
I haven't done it myself but I believe you would want to start with Data actions https://help.mypurecloud.com/articles/about-zendesk-data-actions-integration/
You may find more information on the developer forum. https://developer.mypurecloud.com/forum/
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Paul Dittrich
Aria Solutions
Original Message:
Sent: 10-27-2020 08:55
From: Florian Pickert
Subject: Write Information back from Scripts into Third Party System
Hi,
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!
Regards
Florian
#DigitalChannels
#Integrations
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Florian Pickert
T-Systems Multimedia Solutions GmbH
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