Hello everyone! I am currently helping a client move their web messaging from Zendesk to Genesys Cloud. We want to ensure that if a customer has an open ‘Zendesk Ticket’, their new Genesys messaging session is automatically linked to that ticket. I am using the Zendesk Data Action to look up the ticket by the customer’s email, but I am not sure how to ‘Thread’ the messaging transcript back into the Zendesk ticket once the conversation is finished. Is there a standard ‘Post-Interaction’ workflow for this?
I have automated this exact workflow for our support team. You should use the ‘Interaction Metadata’ in Genesys Cloud to store the Zendesk Ticket ID. Then, you can set up a ‘Notification’ trigger (using the Notification API or an Event Bridge) that fires when the interaction ends. This trigger can kick off a script that pulls the Genesys transcript via the API and posts it as a ‘Private Note’ to the Zendesk ticket. It works like a charm and keeps the full history in one place!
I maintain over fifty flows and I have seen these ‘Post-Interaction’ scripts fail if the agent forgets to wrap up the call correctly. To follow up on Sat79, you should ensure that your Architect flow captures the Zendesk Ticket ID as a ‘Participant Attribute’ at the very beginning. This makes it much easier for your backend script to find the correct ticket without having to do another lookup. I have a standard Architect template for this if you need it!
Hello! I want to add a note about ‘Media’. If your messaging session contains images or attachments, the standard transcript API might not include them in a way that Zendesk can easily render. You will need to pull the ‘Media URI’ for each attachment and upload them separately to Zendesk if you want the ticket to be truly comprehensive. It is a bit more complex but it is what our ‘Elite’ clients expect for their support history!