Genesys Cloud - Main

Hello everybody
Please help us
Somebody know how work the campaings since Zendesk using the native connector? each interaction create a new ticket, but what happen with the  callbacks scheduled by rules?
I did some tests and I had been varios behaviors
* In some cases the first interaction create a new ticket (ticket xxxx), the callback  permit associate this interaction whith the ticket by select "related to xxxx" since "interaction Log"
*In other cases the first interaction create a new ticket (ticket xxxx), the callback do not permit associate the interaction with the ticket, on the Interaction Log appear  related to: NONE
*In other cases the first interaction create a new ticket (ticket xxxx) but the callback  also create a new ticket (ticket YYYY). And this escenary is the worst of all, becase, for each interaction attempted is created a new ticket.
Is very complicated, I do not understand what must be the correct behaviour
#Outbound

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Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
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Did you ever resolve is with ZenDesk? Are you using ZenDesk Sell?

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 06-28-2021 21:40
From: Gladys Galabay
Subject: Behaviour of zendesk ticket on campaigns

Hello everybody
Please help us
Somebody know how work the campaings since Zendesk using the native connector? each interaction create a new ticket, but what happen with the  callbacks scheduled by rules?
I did some tests and I had been varios behaviors
* In some cases the first interaction create a new ticket (ticket xxxx), the callback  permit associate this interaction whith the ticket by select "related to xxxx" since "interaction Log"
*In other cases the first interaction create a new ticket (ticket xxxx), the callback do not permit associate the interaction with the ticket, on the Interaction Log appear  related to: NONE
*In other cases the first interaction create a new ticket (ticket xxxx) but the callback  also create a new ticket (ticket YYYY). And this escenary is the worst of all, becase, for each interaction attempted is created a new ticket.
Is very complicated, I do not understand what must be the correct behaviour
#Outbound

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Original Message:
Sent: 11/10/2022 5:41:00 PM
From: Maksim Gill
Subject: RE: Behaviour of zendesk ticket on campaigns

Did you ever resolve is with ZenDesk? Are you using ZenDesk Sell?

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 06-28-2021 21:40
From: Gladys Galabay
Subject: Behaviour of zendesk ticket on campaigns

Hello everybody
Please help us
Somebody know how work the campaings since Zendesk using the native connector? each interaction create a new ticket, but what happen with the  callbacks scheduled by rules?
I did some tests and I had been varios behaviors
* In some cases the first interaction create a new ticket (ticket xxxx), the callback  permit associate this interaction whith the ticket by select "related to xxxx" since "interaction Log"
*In other cases the first interaction create a new ticket (ticket xxxx), the callback do not permit associate the interaction with the ticket, on the Interaction Log appear  related to: NONE
*In other cases the first interaction create a new ticket (ticket xxxx) but the callback  also create a new ticket (ticket YYYY). And this escenary is the worst of all, becase, for each interaction attempted is created a new ticket.
Is very complicated, I do not understand what must be the correct behaviour
#Outbound

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------