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  • 3.1 - GSE Action Zendesk Create Ticket

    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.

     

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    Configure action parameters

     

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    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

    (obsolete since version 1.3.0) 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

     

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    Exit 0 (Default)

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

     

     


    Tom Wellige
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