Using the Zendesk Integration

SingleComm has provided two integrations that, when attached to a script on the embed, will connect directly to Zendesk and trigger an API authentication. 

This article will cover the following:

1. Setting Up the Script to Use the Integrations
2. Adding the Integrations to the CommFlow
3. Using the Create Ticket Integration to Open a New Zendesk Ticket
4. Using the Look Up Ticket Integration to Find an Existing Zendesk Ticket
5. Invalid Ticket Scenarios

Setting Up the Script to Use the Integrations

For this article, both of the integrations will be added to an existing script that has already been configured. The integrations can also be used individually.
To review basic script building, click here.
For a review of integrations, click here.

For example: A script directive may call for the following:

• Ticket Lookup box to type in known Zendesk ticket number
• Create Ticket button with button response message text
• Ticket Lookup button with button response message text

1. Navigate to the script at Home>>Scripts
2. Open to the script graph and the slide(s) that will contain the buttons
3. Find the place in the script and add:

• Number/Quantity field
• 2 button fields
• 2 paragraph fields

4. Configure the Number/Quantity field

• Label: Ticket Number
• Prompt: Enter the Zendesk ticket number
  *no other defaults or field settings need to be changed for this example

A text input field can also be used here instead of Number/Quantity. Validity>pattern matching can be set to numbers only.

5. Configure the first button field

• Label: Create Button
• Button text: Create New Ticket
• Visibility: All of the following
  • If \ Ticket Number \ is \ empty
    *At runtime, the agent will only get the option to create a new ticket in Zendesk if there is no ticket number entered into the field above it. Once a number is typed in that field, SC WorkFlow will assume that a ticket lookup is preferred over a ticket creation. This is an optional setting.
    
    
  • Click Update to save and close the pop-up

6. Configure the second button field

• Label: Lookup Button
• Button text: Look Up Ticket
• Visibility: All of the following
  • If \ Ticket Number \ is not \ empty
    *At runtime, if the agent types a number into the field, SC WorkFlow assumes they are attempting a Zendesk ticket lookup and will not offer the option to create a new ticket. This is an optional setting.
    
  • Click Update to save and close the pop-up

Next, text will be added to show the response from the integrations. To review response messages, please refer to the article on Integrations.
This text can be contained in one paragraph field, and set with conditions. For this example, it will be entered as 2 separate paragraphs, each set to be visible when its associated button field is visible.

7. Configure the Create New Ticket message paragraph

• Label: Create Response
• Prompt:
  *Button responses are added as dynamic fields because they can change depending on the outcome of the integration.
  • Click on the dynamic text button
    • click on Create dynamic text
  • Label: Create Response
  • Type: Field
  • Source value: Create Button (response message)
    
• Click Update to save and close the pop-up
  
• Visibility: All of the following
  • If \ Ticket Number \ is \ empty
• Click Update to save and close the pop-up

8. Configure the Look Up Ticket message paragraph

• Label: Lookup Response
• Prompt: 
  • Create dynamic text
  • Label: Lookup Response
  • Type: Field
  • Source value: Lookup Button (response message)
• Click Update to save and close the pop-up
• Visibility: All of the following
  • If \ Ticket Number \ is not \ empty
• Click Update to save and close the pop-up
• Click Update to save and close the slide
• Click Save on the Script Graph

Adding the Integrations to the CommFlow

1. Navigate to the CommFlow at Home>>CommFlows
2. Open to the commflow graph 
3. Add the Zendesk Create Ticket integration

• Click and drag a new integration onto the map
• On the New Integration pop-up, select Zendesk Create Ticket Integration*
  *Exact title of integration may vary
• Click and drag from the Create Button on the script node to the integration to connect it
  

4. Add the Zendesk Lookup Ticket integration

• Click and drag a new integration onto the map
• On the New Integration pop-up, select Zendesk Lookup Integration
• Click and drag from the Lookup Button on the script node to the integration to connect it
  
• Click the wrench on the integration node to access its settings
  • Click on Auto map to map the required field
    
    SC WorkFlow will automatically pick ticket_id as the source from inside the integration code.
  • Choose the Ticket Number field from the Session Field dropdown
  • Click Update to save and close the pop-up
• Click Save on the CommFlow Graph

Using the Create Ticket Integration to Open a New Zendesk Ticket

In order for the integration to trigger, the commflow must be run in a browser. This cannot be accomplished in preview mode on the script graph.

1. Deploy the commflow
2. Leave the Ticket Lookup field blank, and click the Create button

In addition to a properly configured CommFlow, the agent must already have:

• an active Zendesk login
• pop-ups enabled on their browser

If the agent does not have the right permissions, the integration will still create a ticket but the agent will be presented with an error:

A separate tab on the browser will open to https://singlecommhelp.zendesk.com, initiate a new ticket creation and assign the next available ticket number.
*Agent will automatically be logged in to Zendesk

Once ticket is entered, agent can return to the script, which remains open on a different browser tab.
The Create New Ticket paragraph text is also now displayed on the slide, showing the ticket number.

Using the Look Up Ticket Integration to Find an Existing Zendesk Ticket

1. Deploy the commflow
2. Type the desired ticket number into the Ticket Number field

3. Click the Lookup button

A separate tab on the browser will open to the specified Zendesk ticket

Once ticket is entered, agent can return to the script, which remains open on a different browser tab.
The Look Up Ticket paragraph text is also now displayed on the slide, showing the ticket number.

 Invalid Ticket Scenarios

If an agent attempts to locate a ticket that doesn't exist, they will be shown the following error:

If an agent attempts a ticket lookup with an invalid value, like a negative number, they will be shown the following error:

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The information in this article is up to date as of:
06/20/2017
Frontend Version : 1.0.0-845
Frontend Git Revision : 27db426d87f499e97ba09bababa58075b26d5bc4