Jump to content
Gold Sponsor: Data-Way IT-Consulting, Austria

  • Usage

    5 pages in this category

    1. 3.1 - GSE Action Zendesk Create Ticket

      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 i
      • 31 views
    2. 3.2 - GSE Action Zendesk Ticket Status

      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 ticket to check the status from. T
      • 20 views
    3. 3.3 - GSE Action Zendesk Ticket Update

      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 Zendesk ID of the ticket to update.
      • 16 views
    4. 3.4 - Zendesk SwyxIt! button

      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 the display. The agent is now
      • 15 views
    5. 3.5 - Trouble Shooting

      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   -------> Zendesk.GetTicketStatus () or -------> Zendesk.UpdateTicket () or -------> Zendesk.CreateTicket ()   Once you have fou
      • 18 views
×
×
  • 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.