topic Re: Webex CC integration with Non Listed Ticketing System in Webex for Developers

Webex CC integration with Non Listed Ticketing System

a.gooding — Wed, 13 Nov 2024 23:17:41 GMT

Hi there,

We currently have a Goldtenant and i am looking to integrate our cloud ticketing system (Sysaid) into it for demo purposes. The use case is straight forward logic wise, Whatsapp chat initiated, asks for customer ID, confirm and provides a hello to the customer. From there it provides a list of specific categories, ticket status, ticket history, open new case.

Im looking to point my team of engineers in the right direction. Unfortunately we are not developers however im looking to see if we can get the basics done.

Any assistance would be greatly appreciated

Re: Webex CC integration with Non Listed Ticketing System

sandiban — Thu, 14 Nov 2024 05:50:40 GMT

Hello @a.gooding,

So, based on the details you provided - seems like you're trying to setup a Digital channel with Whatsapp and in that case, this contact center lab could guide you to the right direction - https://webexcc.github.io/pages/Digital/#lab1211---whatsapp-channel-configuration
Could you kindly try to review it once thoroughly and cover the prerequisite of this Lab as well.
That should give you the idea. Let us know if you've any follow up queries.

Regards!
Sandip

Re: Webex CC integration with Non Listed Ticketing System

Colin4 — Sun, 12 Jan 2025 19:35:17 GMT

Hi,
I have done similar work connecting ticketing systems to Goldtenant before.

Might be able to offer some pointers or even help out if your team gets stuck.

Feel free to reach out if you want to chat more.

You can reach out to me on my email here

Colin