Screen Pop Activities: Zendesk Ticket

Screen Pop Activities: Zendesk Ticket


Adding an Activity

To add an activity, begin by selecting a condition or path (such as a trigger or logic point).
Click the block to open the activity menu, then search for and select your desired activity—like Zendesk Ticket.

Once selected, the workflow will include a new Zendesk Ticket activity.




Info
The Zendesk Ticket allows the creation of a new Zendesk Ticket or opening of an existing Zendesk ticket. 

Selecting Ticketing Options

The Zendesk Ticket activity enables two main functions:

  • Create a new ticket

  • Open an existing ticket

  1. Create or Open a Ticket: Choose to create a brand new ticket or open an existing one.

If opening a ticket, provide the Ticket ID for the specific record.


🛠️ Selecting Ticketing Options

  1. Create or Open a Ticket

    • Choose to create a brand new ticket or open an existing one.

    • If opening a ticket, provide the Ticket ID for the specific record.


Updating Ticketing Context

2. Add or modify ticket details dynamically using the configuration options.
These include updating fields, inserting comments, or tagging the ticket based on your workflow.



The choices above will drive several options within the Zendesk Ticket activity to Update, Add, or Change ticketing elements.

Idea
Dropdown menus in each section manually fetch data specific to your current Zendesk instance.



After Selection Options

Once added, the Zendesk Ticket activity offers multiple paths for automation.
You can chain additional activities—such as launching an Assistant via the Data Tables and Actions activity.

Example Use Case:

THEN → Zendesk Ticket (Open Ticket ID 12345) → THEN → Show Assistant (Data Tables & Actions)

This flow opens a specific Zendesk ticket, then immediately displays contextual guidance and data to the agent.


 As example:
The THEN path is commonly used.
After "Creating" or "Opening" a Zendesk Ticket, I want my automation to display an Assistant using the Data Tables and Actions activity.




Idea
Pair with the Assistant using the Data Table & Actions activity!


    ​
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