Einrichten einer Zendesk Webhook-Integration

1. Erstellen Sie ein Ziel wie in der Zendesk-Dokumentationbeschrieben.
   • Wählen Sie URL target als Zieltyp
   • Verwenden Sie im Feld Url den Wert der Webhook-Benachrichtigung von Genesys Cloud
   • Setzen Sie die Methode auf POST.
   • Setzen Sie das Attribut Name auf data.
     Hinweis:  Die Option Test Target funktioniert nicht mit Genesys Cloud
2. Erstellen Sie einen Trigger wie in der Zendesk-Dokumentationbeschrieben.
   • Wählen Sie unter Diese Aktionen durchführen Benachrichtigungen: Ziel benachrichtigen.
   • Stellen Sie sicher, dass das zuvor erstellte Ziel ausgewählt ist.
   • Kopieren Sie den entsprechenden JSON-Block und fügen Sie ihn in das Feld Nachricht ein

Ticket Kommentar Auslöser

{"event":"ticket_comment","via":"{{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}}","priority":"{{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}}","tags":"{{ticket.tags}}","cc_names":"{{ticket.cc_names}}","link":"{{ticket.link}}","requester":{"first_name":"{{ticket.requester.first_name}}","last_name":"{{ticket.requester.last_name}}","name":"{{ticket.requester.name}}","language":"{{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}}","phone":"{{ticket.requester.phone}}","extended_role":"{{ticket.requester.extended_role}}","role":"{{ticket.requester.role}}","details":"{{ticket.requester.details}}","signature":"{{ticket.requester.signature}}","organization":"{{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}}","account":"{{ticket.account}}","url":"{{ticket.url}}","created_at":"{{ticket.created_at}}","external_id":"{{ticket.external_id}}"}

Auslöser für die Ticket-Erstellung

{"event":"ticket_created","via":"{{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}}","name":"{{ticket.assignee.name}}","language":"{{ticket.assignee.language}}","tags":"{{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}}","details":"{{ticket.assignee.details}}","signature":"{{ticket.assignee.signature}}","organization":"{{ticket.assignee.organization}}","external_id":"{{ticket.assignee.external_id}}","email":"{{ticket.assignee.email}}"},"url_with_protocol":"{{ticket.url_with_protocol}}","id":"{{ticket.id}}","title":"{{ticket.title}}","priority":"{{ticket.priority}}","score":"{{ticket.score}}","updated_at_with_timestamp":"{{ticket.updated_at_with_timestamp}}","current_user":{"first_name":"{{ticket.current_user.first_name}}","last_name":"{{ticket.current_user.last_name}}","name":"{{ticket.current_user.name}}","language":"{{ticket.current_user.language}}","tags":"{{ticket.current_user.tags}}","locale":"{{ticket.current_user.locale}}","notes":"{{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}}","role":"{{ticket.current_user.role}}","details":"{{ticket.current_user.details}}","signature":"{{ticket.current_user.signature}}","organization":"{{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}}","requester":{"first_name":"{{ticket.requester.first_name}}","last_name":"{{ticket.requester.last_name}}","name":"{{ticket.requester.name}}","language":"{{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}}","phone":"{{ticket.requester.phone}}","extended_role":"{{ticket.requester.extended_role}}","role":"{{ticket.requester.role}}","details":"{{ticket.requester.details}}","signature":"{{ticket.requester.signature}}","organization":"{{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}}","account":"{{ticket.account}}","url":"{{ticket.url}}","created_at":"{{ticket.created_at}}","external_id":"{{ticket.external_id}}"}

Auslöser der Ticketstatusänderung

{"event":"ticket_comment","via":"{{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}}","priority":"{{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}}","tags":"{{ticket.tags}}","cc_names":"{{ticket.cc_names}}","link":"{{ticket.link}}","requester":{"first_name":"{{ticket.requester.first_name}}","last_name":"{{ticket.requester.last_name}}","name":"{{ticket.requester.name}}","language":"{{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}}","phone":"{{ticket.requester.phone}}","extended_role":"{{ticket.requester.extended_role}}","role":"{{ticket.requester.role}}","details":"{{ticket.requester.details}}","signature":"{{ticket.requester.signature}}","organization":"{{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}}","account":"{{ticket.account}}","url":"{{ticket.url}}","created_at":"{{ticket.created_at}}","external_id":"{{ticket.external_id}}"}