Can I automate an app? | Community
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Can I automate an app?

  • February 9, 2022
  • 6 replies
  • 0 views
P

We have a call center that handles incoming phone calls for our agents, and from their calls, an email is generated with the customer information, which turns into a Zendesk ticket. I've created a custom app that parses the data in that email to populate the customer fields, select the product they're inquiring about, etc... but all of this requires that an agent click the button in the app to have the script run. Currently it's possible for the agent to forget to click the button, and when they reply to the ticket, the requester would still be the call center rather than the customer... so it effectively goes unanswered as far as the customer is concerned.

Is it possible to set up a trigger to either automatically execute the app, or is there something anyone else might recommend to handle this data ingest to populate ticket fields?

Thanks!

    6 replies

    Eric27
    • Eric27
    • February 14, 2022
    Hey there,

    A good option might be for the app to get triggered on ticket.save.
    P
    • Pulse11
    • Author
    • February 14, 2022

    Thanks Eric! Ultimately I think the script may benefit to not run as a sidebar app and just be something that is in the background. I'll investigate the resource materials further, but if anyone has tips or advice, I'm happy to hear 'em!

    Dinesh11
    • Dinesh11
    • May 5, 2022

    Hey,

    There no event in app you can trigger when ticket is created. but you can load all the details when agent opens the ticket without clicking on app.  you can trigger the app on load of ticket. 

    Thanks

    P
    • Pulse11
    • Author
    • May 12, 2022

    What about using a webhook to parse the data instead? As the data is effectively in JSON format, might that work? (Thinking out loud hoping someone with more experience or skill on the subject might comment!) ;)

    Dinesh11
    • Dinesh11
    • May 12, 2022

    Currently Zendesk don't have API to invoke/execute webbook. 

    Chris124
    • Chris124
    • May 12, 2022

    Hi @pulse12,

    Dinesh is right in that there's no direct way to invoke a webhook. However, it's certainly possible to fire a webhook based on a trigger event. More details on how to do this are in this article. 

    You could achieve this outcome by creating a trigger that could fire off an update with an added ticket tag. This tag could be added either by the app, or by a macro selected by the agent.

    In terms of your original use case though, as Eric said above it might be worth getting the script to execute upon a ticket.save event. This means upon a ticket being saved, the script will run without the agent needing to take any specific action.

    Hope this helps,

    Chris

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