Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Screen Pop in Zendesk not working

    Posted 05-19-2022 06:25
    Hey guys,
    I am in the process of setting up our Zendesk integration and while the embedded app works in general, I can't get the screen pop for a new ticket to work. I'd like the following behaviour, but I am not sure how to achieve it. Some help would be appreciated.

    1. Customer calls IVR
    2. Call is connected to agent
    3. Agent takes call from Zendesk
    4. No existing open ticket can be found in Zendesk
    5. A brand-new ticket is opened automatically
    6. Agent can navigate the new ticket while being on the call.

    Now, most of the steps are working, except for number 5. If no existing (open) ticket can be found in Zendesk, nothing happens. Does the creation of a new ticket have to be triggered from within the Genesys architect, or can I define this behaviour elsewhere?


    Johannes Ganter
    James Villa Holidays

  • 2.  RE: Screen Pop in Zendesk not working

    Posted 05-20-2022 09:14
    There's two ways you can do this.  The first would be to use another data action within the Architect flow to create the data action with the information you gather from the customer, then set the ticket ID that is returned from that API call as the screen pop for the agent.  The other option is to set the screen pop attribute to create a new ticket when it arrives at the first agent.  The documentation on how to structure the screen pop can be found here:, but for the first option you would set zd_searchType: ticket and zd_searchValue: {ticketID returned from Data Action}; for the second option zd_searchType: ticket and zd_searchValue: NEW.

    Richard Schott
    Genesys - Employees