Create and open Zendesk Ticket in AA
Goal
This Use Case describes a workaround for a bug that prevents a newly created Zendesk ticket from opening via Agent Assistant. The actions below describe steps to not just create the Zendesk ticket but also how to open it automatically.
This is for users of the non-cloud Agent Assistant.
Complexity: Medium
Preconditions:
- LUCS installed and running
- AA - Agent Assistant set up on client machine.
- ICH - Interactive Conversation Handler is configured with a Zendesk account during installation or afterwards via editing the config file.
- User is logged in as Administrator with backend configuration permissions.
Related Chapters:
- "Create Ticket" in Workflow Elements
- Startup Application in LUCS/WebConfigurator
Create Startup Application of Zendesk Type
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION |
---|---|---|---|
1 | Head to WebConfigurator > Settings > Agents > Startup Application | Settings Dialogue is opened. | |
2 | Startup Application | Create a new Zendesk Item and configure it according to your Zendesk URL.
| Zendesk item is created |
Set Up Parameter and Check Workflow
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION |
---|---|---|---|
1 | Head to WebConfigurator > Settings > Service > Parameters | Parameters panel is opened | |
2 | Custom Workflow Elements | In your workflow, check that the "Create Ticket" Activity is part of your workflow instance.
| Create ticket step part of the workflow structure. |
Configure Agent Assistant
# | WHERE | USER ACTION | RESULTS / SYSTEM REACTION |
---|---|---|---|
1 | Agent Assistant | Head to LUCS Configurator > Agents > Agent Assistant Configuration | Configuration panel is opened |
2 | Agent Assistant | Create or Update an Agent Assistant configuration and add the new Zendesk Item to your Startup Applications. | New AA configuration is created |
3 | Agent Management | Head to Agents Tab > Select your Agent(s) using the new configuration. Assign the newly created Zendesk Configuration for AA to all required Agents.
| AA Configuration is assigned to one or several users. |
UCID | UC LUCS Application 042 |