Workflows for Zendesk
- Josh Daugherty (Deactivated)
Analytics
These workflows are preset webhooks that allow you to write data. Toggle the switches to globally apply the workflows to your interactions.
If you are unsure of how these workflows impact your call/interaction flow, please reach out to your Client Success Manager.
Advanced Workflows w/ Zendesk
Advanced workflows allow Sharpen to make decisions based on the information added to the system and ensure that the interaction is going where it needs to go. An advanced workflows functions as an “If this, then that” function where “if” equals a specific condition and “that" equals a specific action. Enter the workflow name, queue, and timeframe. Then, you’re ready to move on to your conditions.
With Zendesk connected, you can now run webhooks as actions (by selecting External Post) and pasting the following:
To match a user from an inbound SMS/Chat:
https://apps.sharpencx.com/phoneUserInput/zendesk/numberLookup.php
To automatically generate a ticket when a user is matched via Sense:
https://api.fathomvoice.com/V2/externalCRM/zendesk/workflows/tickets/create/?group=%%GROUP_NAME%%
For more information on Advanced Workflows, please see Admin Guide > Configuration > Workflows - Advanced.