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  • A.4 - Example: Update Ticket

    A.4 - Example: Update Ticket

    VBScript   Lua


    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).





    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:

      For VBScript usage:
      VBScript base\rse\Update Ticket.rse

      For Lua usage:

      Lua base\rse\Update Ticket.rse


    6. You need to make some modifications in the "Update Ticket" block. They are explained in detail in chapter 3.4 - GSE Action Zendesk Update Ticket.



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



    Tom Wellige


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