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  • 1.  Ticketing System

    Posted 08-25-2022 07:06
    No replies, thread closed.
    Hopefully this is the right place to ask this question?

    I'm looking for a simple ticketing system to integrate with Genesys Cloud. My requirements are:

    1. It has to be free / low cost
    2. I need the ability to raise, edit and close tickets for an unknown user as well as a user with an account
    3. There must be a decent API that I can integrate with:
      1. An external website will submit a ticket (fault description, user details etc) via an API
      2. The ticket submission will create a message in Open Messaging and allocate to an agent.
      3. The agent closes the ticket and an Open Messaging web hook will call the ticketing system's API and close the ticket
    Many thanks
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Integrations

    ------------------------------
    Nick Wright
    Maintel Europe Limited
    ------------------------------


  • 2.  RE: Ticketing System

    Posted 08-29-2022 22:40
    No replies, thread closed.
    My favorites would be Zendesk, Sugar CRM, Zoho, Freshdesk, and Solarwinds.  

    All have good API's.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Ticketing System

    Posted 08-30-2022 09:11
    No replies, thread closed.
    Thanks Robert - Freshdesk does look good

    ------------------------------
    Nick Wright
    Maintel Europe Limited
    ------------------------------

    Original Message


  • 4.  RE: Ticketing System

    Posted 11-10-2022 17:38
    No replies, thread closed.
    What did you end up choosing?

    Eccentex ServiceJourney is pretty good and integrates with Genesys Cloud well.

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



  • 5.  RE: Ticketing System

    Posted 11-11-2022 04:53
    No replies, thread closed.
    In the end, the customer decided not to buy the integration

    ------------------------------
    Nick Wright
    Maintel Europe Limited
    ------------------------------

    Original Message


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