We’ve just migrated from a legacy system to Zendesk + Genesys Cloud. Currently, our QM team has to manually find a call in Genesys after an agent solves a ticket in Zendesk.
I want to automate this. When a Zendesk ticket is updated to ‘Solved’, I want to trigger a ‘Quality Management Evaluation’ in Genesys Cloud for the conversation that was linked to that ticket.
Is there a webhook or an API workflow that can link the Zendesk event to a QM policy in Genesys, or do I need to build a custom middleware using AWS Lambda to handle the translation?
I’ve contributed to a few Python SDK scripts that do exactly this. There isn’t a native ‘Out of the Box’ button in the Zendesk managed package for this specific trigger.
The cleanest way is to use Zendesk ‘Targets’ (Webhooks) to send a POST request to an AWS Lambda. The Lambda then uses the Genesys Cloud SDK to: 1. Find the conversation ID (which you should have stored as a custom field in the Zendesk ticket during the call), and 2. Call POST /api/v2/quality/evaluations to assign it to a evaluator. If you use a ‘Policy’, you can just update the conversation with a specific attribute that your policy is looking for, and Genesys will handle the assignment automatically.
If you’re using the ‘Salesforce Managed Package’ approach (but for Zendesk), make sure you’re capturing the InteractionID correctly.
We found that if the ticket is solved days after the call, the evaluation policy might not trigger if your ‘Evaluation Window’ is too short. Set your QM policy to look for ‘Participant Data’ changes. Then, have your Zendesk integration just update that participant data via the PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes endpoint. It’s much simpler than manually creating evaluations via API and keeps the ‘Policy’ logic centralized in the Genesys UI.