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Tom Wellige

A.4 - Appendix A - Example: Update Ticket

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This example demonstrates the usage of the Zendesk Update Ticket GSE action.

 

It asks the caller to enter a ticket id, adds a comment to that ticket and announces the result of that (0 - error, 1 - success).

 

image.png

 

To install it:

  1. Open the Call Routing Manager of your desired SwyxWare user.
  2. Click the "New Rule..." button.
  3. Select "Graphical Script Editor" and click Ok.
  4. With the GSE open the File | Import... menu and click No.
  5. From the download package select the following file:
    \rse\Update Ticket.rse

     

  6. You need to make some modifications in the "Update Ticket" block. They are explained in detail in chapter 3.3 - Usage - GSE Action Zendesk Ticket Update.

 

 

You can use this to add some call details into the given ticket, like a timestamp and caller name and caller number.

 

 

Index
<< Previous A.3 - Appendix A - Example: Create Ticket
>> Next B.1 - Appendix B - [Obsolete] Ticket Validation against Zendesk


 

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