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Just to give you a bit of context on what I'm trying to achieve, but I'm not sure if it's possible or not. We use Genesys Cloud for all our call handling and routing of other interactions. What we want is that when an interaction arrives, we want to automatically open a private app that exists on the nav bar in Zendesk. So my question is, is there a way to automatically open this app when we receive an interaction ?
Genesys has a Zendesk integration that uses the Embedded Framework. I have not used it in a LONG time, but you should try it and see if it will work. I don't think there is any license or cost, so go for it: Genesys AppFoundry - Genesys Cloud for Zendesk (mypurecloud.com)
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