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Zendesk App Process improvement using ZIS
Posted Dec 18, 2023
We are trying to find a way to make our App work better. Our app’s purpose is to send a notification to the logged in user and update the ticket 20 minutes before and at the time of the appointment and notify the user (using “client.invoke('notify', message[, kind, duration])”) during those times as well. App will update the Due Date time located in the ticket’s custom field when initiated by the user.
One of the issues that we face is that we want to update the ticket at the right time even if the user is not logged in. This is because the app currently works as a background app and user needs to be logged in for the process to work.
What I have in mind is to use ZIS. Can I use ZIS to update these tickets even when user is not logged in?
I am thinking of running ZIS every minute to search for matching ticket custom fields with the current date time and update them accordingly.
Also, if we would use ZIS, is it possible to invoke the “notify” function to the logged in user using ZIS?
Please let me know your thoughts and suggestions.
Thanks.
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1 comment
Greg Katechis
The answer to this is technically, yes you could use ZIS to accomplish this, but you would have to use it in conjunction with another 3rd party service to trigger an event, at which point you're essentially adding unnecessary complexity by using ZIS. There isn't a cron-like component available to trigger events, so you would need some service to function as your "scheduler", which would then need to trigger a ZIS flow with one of available Zendesk events, which would then update the ticket. Obviously this is completely redundant, but I just wanted to share the why behind the "yes, but definitely no" answer I'm giving.
While I haven't done much with this myself, I've played around a bit with EventBridge through AWS and I think it could be used to accomplish what you're doing here. We offer a one-way connector with EventBridge that allows you to send data from Zendesk to AWS based on these triggering events. At that point, you can use whatever method you're using to determine the due date as a triggering event, pass that data to EventBridge, and then comes the hand-wavey, I-haven't-tried-this-myself part where I say you just pass that into the scheduling aspect from that first link to trigger ticket update.
So, apologies for not having a simple answer or possibly not even an answer at all if the above doesn't work, but I hope that gives you an idea of the limitations here, as well as a path to move forward.
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