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Button to autocreate a ticket with certain fields set

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R Abuella

Posted Sep 30, 2021

Hi,

i used to work with Oracle Service Cloud as a PO and there I was able to fully change agents workscreens, workflows etc. 
All of this seems to be missing in Zendesk

How can I create a Button for the agent that will

- create a new ticket
- set the channel to phone
- set the brand to a certain value
- start running a timer in the background

No we dont have ACD integration

Thanks

 

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    Hemin Desai

    Depending on the phone system you are using you may be able to pick up data and pass it into a new Zendesk ticket using the API.

    I assume that without a native CTI integration you won't be able to display the channel as CTI, so you will have to replicate this process with a custom field as the channel will register as API. The API will allow you to set the brand as required.

     

    You will be able to get timer information from basic ticket information like the creation/solve data and you can use the Time Tracker app to log how long the agent is viewing/working on the ticket

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