Im currently working on Zendesk API and Purecloud Genesys Integration. Is there a way to get the ticket ID by phone number?
Here's the scenario:
- Caller's dial in screen pop a ticket record, and now Purecloud can add a custom attribute to the ticket.
What actions do I need to use enable to achieve this scenario?
Simply, I need to have the Ticket ID of the existing ticket then ticket pops up and add a custom attribute in it.
Thanks in advance!
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