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Using Zendesk Integration Scenario Blocks

In Bright Pattern Contact Center software, scenarios are used to map out the sequence of actions that may occur during an interaction (voice, chat, SMS, etc.), with all the possible options, exits, prompts, and so forth, that could be presented to a user or customer.

Scenarios are built and defined in the Scenario Builder application, which is launched from the Bright Pattern Contact Center Administrator application. You can create your own scenario from scratch, or you can use a template scenario template and then customize it to suit your needs. Scenarios are constructed using "blocks," which you can learn about in more detail in the Scenario Builder Reference Guide.

Objective

The objective of this section is to examine Zendesk integration scenario blocks that look up a customer's Zendesk data, recognize the customer, and screen-pop it to an agent.

As a reminder, in order for your Zendesk scenario to work, you must complete all the integration and configuration steps as noted in this guide. These instructions are available in the following articles.

Zendesk Scenario Blocks Overview

The following Zendesk blocks are available in the Scenario Builder application:

  • Zendesk API Request, which allows you to submit a free-form Zendesk API request to Zendesk using JSON.
  • Zendesk Search, which allows you to obtain data from your Zendesk account
  • Zendesk Create Object, which allows you to create new tickets and users in Zendesk
  • Zendesk Update Object, which allows you to update existing Zendesk tickets and users
  • Zendesk Screen Pop, which allows you to synchronize the delivery of calls and related Zendesk records to the agents
  • Attached Data, which allows you to populate custom fields in Zendesk activity history; note that this block may be used with other CRM integrations

Zendesk Scenario Building Notes

When building your Zendesk scenario, note the following:

  • The Zendesk scenario blocks function the same whether they are used in voice or chat scenarios.
  • Zendesk scenario blocks work best when configured with other Zendesk scenario blocks, either in pairs or in a series. For example, if you want to search your Zendesk account for a customer’s contact information, then pop the contact information search results to the agent, your scenario would need both the Zendesk Search block and the Zendesk Screen Pop block.
  • Using the Zendesk Create Object block, you can make the scenario pop a new ticket every time the customer calls/chats, but you don’t have to do it that way. It may be enough to search for and pop the customer’s contact info so you don’t have so many tickets.

Zendesk Scenario Examples

As with any scenario, Zendesk scenarios can be as simple or as elaborate as you would like them to be. For a better understanding of how Zendesk scenario blocks work within both voice and chat scenarios, Bright Pattern has simple Zendesk scenario examples available for you to study and download.


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