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	Startup Application	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. It's on you to decide when the "Start at" parameters will apply. The screenshot below is only an example.	Zendesk item is created

Set Up Parameter and Check Workflow

#	WHERE	USER ACTION	RESULTS / SYSTEM REACTION
1	Service Parameters	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. Note: The Zendesk Ticket ID parameter created in the previous steps does not need to be filled into the activity properties. It's sufficient for it to simply exist for this step to (exclusively) use Zendesk API.	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}