Hi All,
Hope you are doing good. I am trying to integrate Finesse with Zendesk and here are my requirements.
> Create a ZenDesk Ticket and assign it to the agent
> Grab the ticket number and do a screen pop to the agent
I would like to understand what would be the best way to achieve this. I can do a REST call from CVP but if the call gets abandoned while customers are in the queue there would be plenty of tickets without any assignments . Also, CVP will not have agent id so i cannot use this method. Hence, i am trying to achieve this using Finesse answer event.
As per my understanding, i can create a ticket with Zendesk using REST call by screen pop and sending the agent id for assignment . However, once the ticket is created and Zendesk sends the ticket number back - How would Finesse act on it ? I would need to do a screen pop for the agent and open up this ticket in their browser.
This makes me think that i might need a custom Gadget which would basically take inputs from the Finesse and create a ticket and act on the data received. Is that the right thing to do ?
Any help would be really appreciated.
Regards
Dip Mehta
