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Using Zendesk with Genesys and creating new ticket for inqueue callbacks

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  • 1.  Using Zendesk with Genesys and creating new ticket for inqueue callbacks

    Posted 10-16-2023 15:38
    No replies, thread closed.

    We are implementing Zendesk to use with Genesys.  Is there a way to have a Zendesk profile/ticket created when a caller is requesting an inqueue callback to a different number than what they originally called in on? 


    #ArchitectureandDesign

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    Shirley Byrd
    State of Missouri
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  • 2.  RE: Using Zendesk with Genesys and creating new ticket for inqueue callbacks

    Posted 10-21-2023 20:45
    No replies, thread closed.

    When you install the data actions for Zendesk, you will get a bunch of default lookups using GET statements into Zendesk.  Use them as a reference to use Put statements to create the tickets after you found the profile or even create the new contact.  I really didn't see any others doing this in the Community, but I am sure someone has.  You might want to talk to NovelVox:  Genesys AppFoundry - Zendesk CTI Connector (mypurecloud.com) or get this data action from Genesys: Genesys AppFoundry - Zendesk - Custom Data Actions (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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