The Zendesk client is an Embedded Framework client that is inside of the client the agent is using, so:
1) Yes, you can have multiple clients accessing the same Genesys ORG. You might have some issues having multiple embedded framework clients open at the same time.
2) The connection between Zendesk and Genesys is the embedded client, so whatever queue those agents are assigned to are what will be passed to the client. If they are on other queues not related to Zendesk work, it will still come to them in the embedded client.
3) Genesys Cloud requires an interaction to keep track of time and use that in WFM/Dashboards. So, if you route a ticket as an Email to Genesys and pop the ticket when the agent takes it, then yes, it can keep track of the time working that ticket.
4) I believe that the Zendesk Embedded Framework is free to install and use. You will be billed for the subscriptions in Genesys, not for the plug-in.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-12-2022 02:58
From: Nathan McKay
Subject: Questions about the Zendesk Integration
A few questions for those using the Zendesk integration
1.) Would it be possible to have multiple Zendesk Integrations in Genesys to totally different Zendesk's? (We are a call center with several Zendesk clients)
2.) Is it possible to have the Zendesk limited to one particular queue/DNIS?
3.) Can the Zendesk Integration track time spent on each ticket?
4.) If we were to link our Genesys platform to a customer's Zendesk, does someone have an idea what charges if any would likely apply? Zendesk's page says its "Free to install" but other charges may apply.
#DigitalChannels
#Implementation
#Integrations
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Nathan McKay
Insite Support Services, Inc.
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