Contents
- Introduction
- Integration Steps
- Prerequisites
- Integrated Desktop, Click-to-Call and Activity History
- Single Sign-On
- 1 Access to Zendesk Data from Scenarios
- Scenario Example
Access to Zendesk Data from Scenarios
Perform the following preliminary steps only if you skipped the Single Sign-on configuration process; otherwise, proceed directly to Step 1 below:
- Open the ServicePattern Contact Center Administrator application, go to Call Center Configuration > Integration Accounts, click Add account, select Zendesk, and click OK.
- Create a Name for this integration account.
- Copy your Zendesk domain URL and paste it to the URL field.
- Click Apply.
Step 1. In Zendesk, go to Admin > Channels > API.
Step 2. Make sure Token Access is enabled (checkbox selected).
Step 3. Click the add new token link.
Step 4. Enter a label for this new token and click Create.
Step 5. The new token will appear in the Active API tokens list. Select this token and copy it to the clipboard.
Step 6. Click Save.
Step 7. In ServicePattern Contact Center Administrator application, go to Call Center Configuration > Integration Accounts, and open the earlier created Zendesk account.
Step 8. Paste the clipboard content to the API token field.
Step 9. Select the Default account checkbox.
Step 10. In Username field, specify username of the Zendesk account on whose behalf requests for Zendesk data from ServicePattern scenarios will be made. Make sure this account has sufficient privileges to access all data that may be used in the ServicePattern IVR and routing applications.
Step 11. Click Apply.
Step 12. Click the Test connection button. You should receive confirmation that the connection between the ServicePattern platform and Zendesk data repository is valid.
Step 13. To access Zendesk data and enable screen-pop, use the following blocks of the ServicePattern Scenario Builder application:
- Zendesk Search to obtain Zendesk data
- Zendesk Create Object to create new tickets and users in Zendesk
- Zendesk Update Object to update existing Zendesk tickets and users
- Zendesk Screen Pop to synchronize delivery of calls and related Zendesk records to the agents
- Attached Data to populate custom fields in Zendesk activity history
This guide contains a scenario example that illustrates how the Search and Screen Pop blocks can be used to obtain Zendesk data and display it to the agent upon interaction delivery.
- Note: You can create multiple Zendesk integration accounts for access to different Zendesk systems. If you have multiple integration accounts, use scenario block Zendesk Select Account to specify the integration account that will be used by Zendesk blocks in the given scenario. If this block is not used, all Zendesk blocks in the given scenario will use access data from the integration account marked as Default account (see Step 9).