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This GSE action can be used to create a new Zendesk ticket from within the call routing.
An example call routing script can be found in A.3 - Example: Create Ticket.
Configure action parameters
By double clicking on every parameter in the list, you can edit it.
Subject
The subject of the ticket.
Comment
The initial comment string to be placed in the new ticket.
RequestName
Name if the requester. If left empty either the caller name (if available) or the caller number will be used automatically.
Type
As of Zendesk Core API allowed values are problem, incident, question, or task. Any other type value will be ignored by the GSE action.
Priority
As of Zendesk Core API allowed values are urgent, high, normal, or low. Any other priority value will be ignored by the GSE action.
Zendesk Login User
Login user. To connect to Zendesk a Zendesk user login is required. This project uses a username/token authentication instead of username/password. This is a more robust solution, and keeps the call routing script independent from any password changes the Zendesk user might do. Please follow this link to learn how to obtain the needed login token.
Zendesk Login Token
Login token. To connect to Zendesk a Zendesk user login is required. This project uses a username/token authentication instead of username/password. This is a more robust solution, and keeps the call routing script independent from any password changes the Zendesk user might do. Please follow this link to learn how to obtain the needed login token.
Zendesk Domain
Your Zendesk domain URL. This is something like "yourcompanyname.zendesk.com".
Configure action exits
Exit 0 (Default)
This exit will be reached on any error during creating the ticket. Please refer to 3.6 - Trouble shooting for more information on how to do a deeper analysis of the error. You should label this exit to something like error.
Exit 1
This exit will be reached if the ticket has been successfully created. You need to enable this exit (checkbox) and should label it to something like "success".
Further return values
TicketID
After the GSE action has been exited through the success (1) exit, the ID of the newly created ticket is available in a global variable g_sLatestZendeskTicketID (just the number, without the # prefix).
By Tom Wellige