Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  ZenDesk Integration

    Posted 07-16-2024 09:59
    No replies, thread closed.

    Good Morning,

    I am having an issue getting the new ticket creation feature working properly with the ZenDesk Embedded client.     On a new ticket it pops the "agent name" as the "requester".   This was discussed several years ago in this post: - Genesys

    Genesys remove preview
    - Genesys

    My question is does anyone have an update?   I am specifically looking to see if anyone has utilized an upfront API to create a ticket to eliminate the agent having to replace thier "agent name" in the "requestor" field.  

    Thanks in advance for your assistance.  


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    William Goslin
    American Customer Care, Inc.
    ------------------------------


  • 2.  RE: ZenDesk Integration

    Posted 07-16-2024 11:45
    No replies, thread closed.

    Looks like the discussion link is broken.  Here is the discussion:  



    ------------------------------
    William Goslin
    American Customer Care, Inc.
    ------------------------------



  • 3.  RE: ZenDesk Integration

    Posted 07-18-2024 12:02
    No replies, thread closed.

    Jason,

    Information was very helpful, kinda sad that Genesys and ZenDesk can't get together to solve this 5 year old issue, especially since they are owned by the same venture capital folks.     I was able to get the ticket to pop properly using upfront ZenDesk API's.    The issue now is that ZenDesk takes its time and adding the "end user" via API.   So even though it works,  it will not be 100%.    I guess I could delay the call and loop for a while but that is not a good customer experience.  

    Thanks again for your assistance.  



    ------------------------------
    William Goslin
    American Customer Care, Inc.
    ------------------------------

    Original Message


  • 4.  RE: ZenDesk Integration
    Best Answer

    Posted 07-16-2024 16:17
    No replies, thread closed.

    Hello William,

    I was looking over our documentation and I found some info regarding Zendesk.ParticipantId as an attribute. I was able to track down the original thread from your screen shot and I can see that George Ganahl said the following:

    the Zendesk API does not currently allow for anything except using the Agent as the requester when no matching entry is found in Zendesk. 

    I'm not sure if there have been any changes with the Zendesk API, but I did see that someone has recently submitted an Idea to the Genesys Cloud Product Ideas Lab that is tagged as Future Consideration that may be related to your request:

    https://genesyscloud.ideas.aha.io/ideas/OPCRM-I-33

    If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development. 



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------



  • 5.  RE: ZenDesk Integration

    Posted 07-17-2024 09:16
    No replies, thread closed.

    Jason,  

    I appreciate the quick response and support.   I am working on using API's to solve the issue.   I can actually get an API to create the "end User" but Zendesk takes a few minutes to fully add the new end user.   Going to see if Zendesk has any solutions.   

    Thanks again,

    Bill



    ------------------------------
    William Goslin
    American Customer Care, Inc.
    ------------------------------

    Original Message


  • 6.  RE: ZenDesk Integration

    Posted 07-17-2024 10:12
    No replies, thread closed.

    Hey Bill,

    Thanks for that info! Please let everyone know if you find some useful info!



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------

    Original Message


Related Content