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

  • 3.2 - GSE Action Zendesk Open Ticket

    3.2 - GSE Action Zendesk Open Ticket

    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.

     

    script_open.png

     

    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 windows the agent has currently opened in which he is logged into Zendesk will change to the given ticket.
     

     

    Configure action parameters

     

    properties_open.png

     

    By double clicking on every parameter in the list, you can edit it.

     

    TicketID

    The Zendesk ID of the ticket to update. The ID can be given with or without the Zendesk typical # prefix, i.e. 1234 or #1234.

     

    Zendesk AgentD

    The Zendesk user id of the agent in which browser the given ticket should be opened.

     

    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". 

     

     

     

    Configure action exits

     

    peroperties_links.png

     

    Exit 0 (Default)

    This exit will be reached on any error during updating the ticket. Please refer to 3.6 - 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 updated. You need to enable this exit (checkbox) and should label it to something like "success".

     

     


    Tom Wellige
     Share


     Share




×
×
  • 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.