Get Ticket Id by Phone number

2 Comentarios

  • Jessie Schutz
    Zendesk team member

    Hi Claire!

    I've pinged our Community Moderators to see if any of them have any insight to share with you on this. Otherwise, hopefully someone here in the Community will be able to help!

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  • Dan Ross
    Community Moderator

    Hey Claire,

    I have some PureCloud experience, but I'm not an expert, so no warranties, expressed or implied, some assembly required, YMMV etc.etc.

    That said, here goes:

    Under the PureCloud Admin sections, there's a section Integrations->Actions.

    You've got the actions support by Zendesk out of the box there. You can create custom ones, that you could use to lookup data in zendesk, by using a parameter of the inbound call or from the IVR or use the ones out of the box. 

    You could use the default ones to Get User by Phone Number, get the User ID, then chain that resulting ID into the Get Most Recent Ticket by User Id. With you should be able to pop the user's most recent ticket. This all hinges on your user profiles having phone number data present. I'm sorry I don't have more specifics on the actual configuration, that's being handled by other people, but that'd be the general idea.

    After the call is done, the PureCloud Zendesk client gives you ability to link that call to a ticket. You can select the ticket you're viewing and after a few minutes, the integration will create an internal on the case, with details of the call. You could have the addition of that internal note trigger addition of some other attribute or workflow by using a trigger with the Comment text contains: 'Interaction ID:' condition. (All the PureCloud integration comments start with this).

    I hope this helps!

     

     

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