Jeroen | 2017-05-10 15:45:53 UTC | #1
Hello,
is there a way to change the behaviour of the screenpop? I would like to create an internal comment instead of a public one in Zendesk.
My second question; is there a way to populate the Zendesk ticket's custom fields based on variables / values added in Architect?
Thanks, Jeroen
tim.smith | 2017-05-10 15:57:11 UTC | #2
See the resource center article Screen pop a Zendesk page for inbound calls and emails in PureCloud for Zendesk.
Jeroen | 2017-05-10 16:05:34 UTC | #3
It only shows how to pop a ticket using the custom fields as input in Architect, but it does not show how to change the behaviour of the screenpop itself (adding the data from PureCloud in an internal note instead of public comment) or to use it as output. For example; the caller goes through a flow for a specific product, I'd like to be able to set a value for that product in Architect and use it to populate the corresponding ticket field in the Zendesk ticket.
Jeroen | 2017-05-15 14:07:33 UTC | #4
@tim.smith I assume this is not possible (yet) should this go to enhancement requests?
anon91021094 | 2017-06-13 09:09:45 UTC | #5
Hi Tim,
I am looking for some assistance to push DNIS or queue name in call interaction attributes at https://help.mypurecloud.com/articles/about-interaction-attributes-purecloud-for-zendesk/
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/02c1142d4d148ae45f8b85e3ee8531bd92d001f9.png" width="478" height="163">
On given example, the customer is asking to feed DNIS for this interaction and/or queue name. I have tried using set attribute on architect call flow but could not get DNIS added into default interaction attribute.
Any help will be appreciated.
Rohit
tim.smith | 2017-06-13 12:13:24 UTC | #6
If your customization falls outside of the documentation linked above, you will need to submit an enhancement request.
system | 2017-07-14 12:13:49 UTC | #7
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