Usage

6 pages in this category

1. 3.1 - GSE Action Zendesk Create Ticket

   Last Updated: May 29, 2022

   VBScript   Lua   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.
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2. 3.2 - GSE Action Zendesk Open Ticket

   Last Updated: May 29, 2022

   VBScript   Lua   1.4.0   This GSE action can be used to open a given Zendesk ticket in an agent's web browser.    An example call routing script can be found in A.5 - Example: Open Ticket.     In order to have this working, the agent needs to have already at least one web browser window opened in which he is logged in into his Zendesk account.    Please note: due to a limitation of the Zendesk Talk Partner Edition API, all web browser window
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3. 3.3 - GSE Action Zendesk Ticket Status

   Last Updated: May 29, 2022

   VBScript   Lua   This GSE action can be used to check the status of a given Zendesk ticket from within the call routing.   An example call routing script can be found in A.1 - Example: Check Status or a more advanced example in A.2 - Example: Check Status and Update Ticket.       Configure action parameters     By double clicking on every parameter in the list, you can edit it.   TicketID The Zendesk ID of the tick
   • 296 views

4. 3.4 - GSE Action Zendesk Update Ticket

   Last Updated: May 29, 2022

   VBScript   Lua   This GSE action can be used to update (i.e. add a comment to it) a given Zendesk ticket from within the call routing.   An example call routing script can be found in A.4 - Example: Update Ticket or a more advanced example in A.2 - Example: Check Status and Update Ticket.       Configure action parameters     By double clicking on every parameter in the list, you can edit it.   TicketID The Zendes
   • 481 views

5. 3.5 - Zendesk SwyxIt! button

   Last Updated: May 29, 2022

   VBScript   Lua   The Zendesk Integration provides a SwyxIt! skin with a special Zendesk button.     This button directly opens a Zendesk ticket if the caller name in the SwyxIt! client contains a valid Zendesk ticket id in a special format (##nnnn).   The idea is, that a call routing script asks the caller for a valid ticket id. If the given ticket id is valid the call will be connected to an agent (or group of agents) with the given ticket id stored in
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6. 3.6 - Trouble Shooting

   Last Updated: March 22, 2023

   VBScript   Lua   This project communicates with a few external components.   If the provided GSE actions (or GSE example rules) don't work (you either reach the error exit or there are no changes in Zendesk) you should take a look into the server trace file, identify the call and look for trace output from the GSE action that would look like For VBScript based call routing: -------> Zendesk.GetTicketStatus () or -------> Zendesk.UpdateTicket () or -------> Z
   • 409 views