Configurar una integración de webhook de Zendesk

Requisito previo:  Notificación de chat (webhook) la configuración en Genesys Cloud debe estar completa. Si no, comience con Agregar una integración de webhook.
  1. Crea un objetivo como se especifica en la documentación de Zendesk.
    • Seleccione Destino de URL como tipo de destino.
    • En el URL , use el valor de Notificación de Webhook de Genesys Cloud.Notificación de webhook de Zendesk
    • Establezca el método en CORREO.
    • Establezca el nombre del atributo en datos.
      Nota:  los Objetivo de prueba La opción no funciona con Genesys Cloud.
  2. Crea un disparador como se especifica en la documentación de Zendesk.
    • En Realizar estas acciones, seleccione Notificaciones: Notificar objetivo.
    • Asegúrese de que el objetivo creado anteriormente esté seleccionado.
    • Copie y pegue el bloque JSON correspondiente en el Mensaje campo.

Activador de comentario de ticket

{"event": "ticket_comment", "vía": "{{ticket.via}}", "ticket_type": "{{ticket.ticket_type}}", "updated_at": "{{ticket.updated_at}}" , "url_with_protocol": "{{ticket.url_with_protocol}}", "id": "{{ticket.id}}", "title": "{{ticket.title}}", "prioridad": "{{ ticket.priority}} "," score ":" {{ticket.score}} "," updated_at_with_timestamp ":" {{ticket.updated_at_with_timestamp}} "," organization.name ":" {{ticket.organization.name} } "," status ":" {{ticket.status}} "," due_date ":" {{ticket.due_date}} "," due_date_with_timestamp ":" {{ticket.due_date_with_timestamp}} "," etiquetas ":" {{ticket.tags}} "," cc_names ":" {{ticket.cc_names}} "," link ":" {{ticket.link}} "," solicitante ": {" first_name ":" {{ticket .requester.first_name}} "," last_name ":" {{ticket.requester.last_name}} "," nombre ":" {{ticket.requester.name}} "," idioma ":" {{ticket.requester .language}} "," tags ":" {{ticket.requester.tags}} "," locale ":" {{ticket.requester.locale}} "," notes ":" {{ticket.requester.notes }} "," time_zone ":" {{ticket.requester.time_zone}} "," id ":" {{ticket.requester.id}} "," teléfono ":" {{ticket.re quester.phone}} "," extended_role ":" {{ticket.requester.extended_role}} "," role ":" {{ticket.requester.role}} "," detalles ":" {{ticket.requester. detalles}} "," firma ":" {{ticket.requester.signature}} "," organización ":" {{ticket.requester.organization}} "," external_id ":" {{ticket.requester.external_id} } "," email ":" {{ticket.requester.email}} "}," in_business_hours ":" {{ticket.in_business_hours}} "," created_at_with_timestamp ":" {{ticket.created_at_with_timestamp}} "," cuenta ":" {{ticket.account}} "," url ":" {{ticket.url}} "," created_at ":" {{ticket.created_at}} "," external_id ":" {{ticket.external_id }} "}

Activador de creación de tickets

{"event": "ticket_created", "vía": "{{ticket.via}}", "ticket_type": "{{ticket.ticket_type}}", "updated_at": "{{ticket.updated_at}}" , "assignee": {"first_name": "{{ticket.assignee.first_name}}", "last_name": "{{ticket.assignee.last_name}}", "nombre": "{{ticket.assignee.name }} "," idioma ":" {{ticket.assignee.language}} "," etiquetas ":" {{ticket.assignee.tags}} "," locale ":" {{ticket.assignee.locale}} "," notes ":" {{ticket.assignee.notes}} "," time_zone ":" {{ticket.assignee.time_zone}} "," id ":" {{ticket.assignee.id}} ", "phone": "{{ticket.assignee.phone}}", "extended_role": "{{ticket.assignee.extended_role}}", "role": "{{ticket.assignee.role}}", "detalles ":" {{ticket.assignee.details}} "," firma ":" {{ticket.assignee.signature}} "," organización ":" {{ticket.assignee.organization}} "," external_id ": "{{ticket.assignee.external_id}}", "email": "{{ticket.assignee.email}}"}, "url_with_protocol": "{{ticket.url_with_protocol}}", "id": "{{ ticket.id}} "," título ":" {{ticket.title}} "," prioridad ":" {{ticket.priority}} "," puntuación ":" {{ticket.score}} "," updated_at_wit h_timestamp ":" {{ticket.updated_at_with_timestamp}} "," current_user ": {" first_name ":" {{ticket.current_user.first_name}} "," last_name ":" {{ticket.current_user.last_name}} ", "nombre": "{{ticket.current_user.name}}", "idioma": "{{ticket.current_user.language}}", "etiquetas": "{{ticket.current_user.tags}}", "configuración regional ":" {{ticket.current_user.locale}} "," notas ":" {{ticket.current_user.notes}} "," time_zone ":" {{ticket.current_user.time_zone}} "," id ": "{{ticket.current_user.id}}", "phone": "{{ticket.current_user.phone}}", "extended_role": "{{ticket.current_user.extended_role}}", "rol": "{ {ticket.current_user.role}} "," detalles ":" {{ticket.current_user.details}} "," firma ":" {{ticket.current_user.signature}} "," organización ":" {{ticket .current_user.organization}} "," external_id ":" {{ticket.current_user.external_id}} "," email ":" {{ticket.current_user.email}} "}," organization.name ":" {{ ticket.organization.name}} "," status ":" {{ticket.status}} "," due_date ":" {{ticket.due_date}} "," due_date_with_timestamp ":" {{ticket.due_date_with_timestamp}} " , "tags": "{{ticket.tags}}", "cc_names": "{{ticket.cc_names}}", "link": "{{ticket.link}}", "solicitante": {"first_name ":" {{ticket.requester.first_name}} "," last_name ":" {{ticket.requester.last_name}} "," nombre ":" {{ticket.requester.name}} "," idioma ": "{{ticket.requester.language}}", "tags": "{{ticket.requester.tags}}", "locale": "{{ticket.requester.locale}}", "notas": "{ {ticket.requester.notes}} "," time_zone ":" {{ticket.requester.time_zone}} "," id ":" {{ticket.requester.id}} "," teléfono ":" {{ticket .requester.phone}} "," extended_role ":" {{ticket.requester.extended_role}} "," role ":" {{ticket.requester.role}} "," detalles ":" {{ticket.requester .details}} "," firma ":" {{ticket.requester.signature}} "," organización ":" {{ticket.requester.organization}} "," external_id ":" {{ticket.requester.external_id }} "," email ":" {{ticket.requester.email}} "}," in_business_hours ":" {{ticket.in_business_hours}} "," creado_at_with_timestamp ":" {{ticket.created_at_with_timestamp}} "," cuenta ":" {{ticket.account}} "," url ":" {{ticket.url}} "," created_at ":" {{ticket.cr eated_at}} "," external_id ":" {{ticket.external_id}} "}

Activador de cambio de estado de ticket

{"event": "ticket_comment", "vía": "{{ticket.via}}", "ticket_type": "{{ticket.ticket_type}}", "updated_at": "{{ticket.updated_at}}" , "url_with_protocol": "{{ticket.url_with_protocol}}", "id": "{{ticket.id}}", "title": "{{ticket.title}}", "prioridad": "{{ ticket.priority}} "," score ":" {{ticket.score}} "," updated_at_with_timestamp ":" {{ticket.updated_at_with_timestamp}} "," organization.name ":" {{ticket.organization.name} } "," status ":" {{ticket.status}} "," due_date ":" {{ticket.due_date}} "," due_date_with_timestamp ":" {{ticket.due_date_with_timestamp}} "," etiquetas ":" {{ticket.tags}} "," cc_names ":" {{ticket.cc_names}} "," link ":" {{ticket.link}} "," solicitante ": {" first_name ":" {{ticket .requester.first_name}} "," last_name ":" {{ticket.requester.last_name}} "," nombre ":" {{ticket.requester.name}} "," idioma ":" {{ticket.requester .language}} "," tags ":" {{ticket.requester.tags}} "," locale ":" {{ticket.requester.locale}} "," notes ":" {{ticket.requester.notes }} "," time_zone ":" {{ticket.requester.time_zone}} "," id ":" {{ticket.requester.id}} "," teléfono ":" {{ticket.re quester.phone}} "," extended_role ":" {{ticket.requester.extended_role}} "," role ":" {{ticket.requester.role}} "," detalles ":" {{ticket.requester. detalles}} "," firma ":" {{ticket.requester.signature}} "," organización ":" {{ticket.requester.organization}} "," external_id ":" {{ticket.requester.external_id} } "," email ":" {{ticket.requester.email}} "}," in_business_hours ":" {{ticket.in_business_hours}} "," created_at_with_timestamp ":" {{ticket.created_at_with_timestamp}} "," cuenta ":" {{ticket.account}} "," url ":" {{ticket.url}} "," created_at ":" {{ticket.created_at}} "," external_id ":" {{ticket.external_id }} "}