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Zendesk Support Custom Objects for Displaying data from ERP via API

  • August 31, 2022
  • 4 replies
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Ashley21

Hi,

In terms of using the custom objects to get the information from ERP, I was already given information mentioned on this page https://support.zendesk.com/hc/en-us/articles/4408834725402-Sunshine-custom-objects-guide-for-admins 

I had a follow up question on this  - is there any limitation on how we can use it or not use it to display the  information on an agents workspace ? Can we customize the existing Agent Workspace user interface to use those objects as we like ? 

Also, is there any existing app or a solution that we can leverage for doing this ?

Thanks,

    4 replies

    Tipene
    • Tipene
    • August 31, 2022

    Hi Jaimin,

    You can generally use the custom object data the same as any other data type in Zendesk, whether that be by building an app which displays the information in Zendesk support, or by leveraging custom fields in tickets. 

    Is there a specific workflow you're looking to implement? 

     

    Ashley21
    • Ashley21
    • Author
    • August 31, 2022

    Hi Tipene,

    The workflow that we are wanting to put in place is for our CX team to be able to key in an order number and  when they hit the search button, it queries the SAP System via integration setup and displays the last status that is stored in the ERP for that order.

    The other workflow is also for our CX team to be able to key in a SKU and when they hit search it searches the ERP system for that SKU inventory and displays the results. This particular workflow can also be 2 ways for them to be able to flag a SKU for back order if not in stock.

    Can this be done within the agent workspace screen ? if yes, are we able to built something ? We have a dev person within the team and would help if we can leverage whatever documentation or reference we can have.

    Thanks.

     

     

    Tipene
    • Tipene
    • September 1, 2022
    Thanks for the clarification, Jaimin!
     
    You'll absolutely be able to achieve something like this using the Zendesk Apps Framework. Here's a link to our documentation and a getting started guide that might be helpful to your developer:
     
    https://developer.zendesk.com/documentation/apps/build-an-app/build-your-first-support-app/part-1-laying-the-groundwork/
    https://developer.zendesk.com/api-reference/apps/introduction/
     
    I hope this helps!
     
    Tipene
    Ashley21
    • Ashley21
    • Author
    • September 1, 2022

    Thanks, Tipene

    I may have some additional questions later, but this will surely help us to get started.

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