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 the display. The agent is now able to click the Zendesk button to directly open that ticket.
The setup and usage is explained in chapter 2.2 - Zendesk SwyxIt! button.
A complete example making use of this button is shown in chapter A.2 - Example: Check Status and Update Ticket.
Please note, that it is also possible to open a ticket in an already opened web browser window, in which an agent is also already logged in into his Zendesk account. An example is shown in chapter A.5 - Example: Open Ticket.
Adaption in call routing script
Before a call is getting connected by using the Connect To block, an Insert Script Code block must be used to modify the caller name, i.e. the name being displayed in the SwyxIt! client.
IpPbx.CallingName = IpPbx.CallingName & " (##" & sTicketID & ")"
The Zendesk ticket id must be added as shown above in (##nnnn) format.
On incoming calls
On incoming calls routed through the specially adapted call routing script simply press the Zendesk button.
Zendesk will be opened in a new browser windows (your default web browser) displaying the ticket being entered by the caller.
By Tom Wellige
