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  • 1.  Question about Zendesk screen pop during alerting

    Posted 11-08-2022 12:13
    No replies, thread closed.
    Hi all,
    we noticed that in case we have agents that works in Zendesk with Genesys Cloud widget, and those agents are configured without the auto-answer and we configure service to create a new ticket, that new ticket in Zendesk is automatically created directly in the alerting phase, so could be happen that if the customer abandon during the alerting, or if the agent don't answer in time, the agent see a new ticket created also if he didn't manage any call.
    So our question is: there is the possibility to configure the screen pop only when the agent answer to the calls?
    Many thanks for your support
    Best regards
    Giuseppe
    #Integrations

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    Giuseppe Cisternino
    ComApp S.r.l
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  • 2.  RE: Question about Zendesk screen pop during alerting

    Posted 11-09-2022 08:08
    No replies, thread closed.
    At this time, no.  Screen pops occur on alerting.

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    Richard Schott
    Genesys - Employees
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    Original Message


  • 3.  RE: Question about Zendesk screen pop during alerting

    Posted 11-09-2022 08:17
    No replies, thread closed.
    Hi Richard,
    ok, thanks for you response
    Regards
    Giuseppe

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    Giuseppe Cisternino
    ComApp S.r.l
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    Original Message


  • 4.  RE: Question about Zendesk screen pop during alerting

    Posted 04-11-2025 10:38
    No replies, thread closed.

    Hi Guiseppe,

    I have a workaround solution for this that we are currently using. We created two actions that essentially loop until the interaction state becomes "Connected."

    • Action 1 (the default action of the main page) checks if {{Scripter.Raw Interaction State}} is equal to "Connected."
      • If it is, it performs the Scripter.Open URL action.
      • If not, it waits half a second and then triggers Action 2.
    • Action 2 works the same way, but in reverse:
      • If the state is not "Connected," it waits and triggers Action 1.

    This loop continues until the agent clicks "Accept" and the interaction state changes to "Connected," at which point the Scripter.Open URL action is executed.



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    Max Ando
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    Original Message


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