Jump to content
Tom Wellige

3.1 - Usage - GSE Action Zendesk Create Ticket

Recommended Posts

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 here.

 

 

image.png

 

 

Configure action parameters

 

image.png

 

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.

 

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". 

 

CURL Path

The complete path to call "curl". If you have installed "curl" according to the recommendation, you can leave the default value of "C:\Program Files (x86)\curl\curl.exe" untouched.

 

 

Configure action exits

 

image.png

 

Exit 0 (Default)

This exit will be reached on any error during creating the ticket. Please refer to 3.5 - Usage - 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). 

 

 

 

Index
<< Previous 2.3 - Setup Zendesk SwyxIt! button
>> Next 3.2 - Usage - GSE Action Zendesk Ticket Status


 

Share this post


Link to post
Share on other sites

×
×
  • Create New...

Important Information

By using this site, you agree to our Terms of Use and have taken note of our Privacy Policy.
We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.