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

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.  

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

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

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.  

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

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.  

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. 

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

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.  

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

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. 

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

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.