Orion_Rapp | 2022-03-15 14:42:29 UTC | #1
I have a client that has installed this integration/plugin: https://help.mypurecloud.com/articles/about-genesys-cloud-for-zendesk/
In working with client to implement the auto-ticket pop, we have been unable to get results. The customer info pops automatically if the Call.Ani matches the ZenDesk user's info. But the client wants a new ticket to auto pop and auto populate as is advertised for this integration.
https://www.zendesk.com/marketplace/apps/support/78170/genesys-cloud/ "Shave minutes off each of your call interactions by having a new ticket automatically opened in Zendesk and presented to you so you can immediately start taking notes about the call and capture the relevant information you need to get the issue resolved."
Outside of creating a data action to create a zendesk ticket, what configuration settings are necessary in order to get the desired behavior from this integration?
Many thanks, Orion
Junji_Sawada | 2022-03-18 14:15:17 UTC | #2
If you're using an Architect flow, you can use Set Participant Data action to set screen pop information. This documentation has more details for screen pop in Genesys Cloud for Zendesk: https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-zendesk/
system | 2022-04-18 14:16:10 UTC | #3
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