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  • 3.4 - GSE Action Zendesk Update Ticket

    3.4 - GSE Action Zendesk Update Ticket

    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.

     

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    Configure action parameters

     

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    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.

     

    TicketIDMinLength (from v1.3.0 on)

    The minimum length of a valid Zendesk Ticket ID. The default value is 4.
    This prevents the Zendesk API to return huge result lists.

     

    Comment

    The comment string to be placed into the ticket. The comment will be displayed as none public comment in with Zendesk.

     

    Zendesk AuthorID

    The Zendesk id of the comment author. This is according to the Zendesk Core API optional. If give, this user will be displayed as author of the comment. Otherwise Zendesk will display the following authenticated user as updater.

     

    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

     

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    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
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