My question is -
Can I used webhooks to achieve the following:
- Pass a Zendesk Org name to a Google Sheet from a new ticket creation (via a trigger)
- Look up a certain column on a certain sheet in that Google Sheet (in a pivot table) for this Zendesk Org name
- Return 3 or 4 fields from columns on the row the customer was found on
- Write the data from these 3 or 4 fields into a private comment of the Zendesk ticket?
Here's the background...
For a selection of customers on our highest level of support, we have schedules of heightened support windows, typically 48 hours in each month and they vary per customer per month. This info is recorded in a Google sheet and is used to derive the urgency for certain tickets.
Currently, we have to manually refer to the Google sheet, select the customer and provide the ticket created date and time and it returns whether thet are currently in a heightened support window or, if not, when the next one is.
This will determine the ticket urgency (High vs Medium) and we also capture the heightened support window (current or next) in the ticket in a custom field.
Because we are a global company we represent this in various time zones to assist the customer and several support teams.
Looking up the Google Sheet is time consuming and a bit of an overhead every time it is updated as we have to update a master and then replicate regional versions, and redshare, etc.
It would be so much nicer if we could get the details into Zendesk without the agent having to reference the Google Sheet themselves.
Initially I looked at one of the Marketplace apps which does a nice job of displaying Google Sheet data next to the ticket in the apps section.
By creating a pivot in the Google Sheet to derive the current or next heightened support window per customer based on the current date, the Marketplace app can look up based on customer and bring back whichever fields I need and display them besides the ticket.
This would be great but I need to the status at the time of the ticket creation. Sure, I can pass the ticket created date/time too, but it could still get messy for the agents having to open the apps panel and check it.
So I thought rather than grab and display the details each time the ticket is viewed, it would be better to simply grab the details when the ticket is created and to copy them in as an internal comment in the ticket.
That way they are set in stone as part of the ticket, there is no need for further calls to the Google Sheet for this ticket and the internal comment can catch the agent eye.
I am unsure of the Marketplace app can do that, but then I started to look at the idea of doing it ourselves using Webhooks.
My knowledge of webhooks and general API calls is pretty sketchy, but I have access to people who could help.
Hence my initial question at the start of this ramble.
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