VBScript Lua
This GSE action can be used to check the status of a given Zendesk ticket from within the call routing.
An example call routing script can be found in A.1 - Example: Check Status or a more advanced example in A.2 - Example: Check Status and Update Ticket.
Configure action parameters
By double clicking on every parameter in the list, you can edit it.
TicketID
The Zendesk ID of the ticket to check the status from. The ID can be given with or without the Zendesk typical # prefix, i.e. 1234 or #1234.
TicketIDMinLength 1.3.0
The minimum length of a valid Zendesk Ticket ID. The default value is 4.
This prevents the Zendesk API to return huge result lists.
Zendesk Login User
Login user. To connect to Zendesk a Zendesk user login is required. This project uses a username/token authentication instead of username/password. This is a more robust solution, and keeps the call routing script independent from any password changes the Zendesk user might do. Please follow this link to learn how to obtain the needed login token.
Zendesk Login Token
Login token. To connect to Zendesk a Zendesk user login is required. This project uses a username/token authentication instead of username/password. This is a more robust solution, and keeps the call routing script independent from any password changes the Zendesk user might do. Please follow this link to learn how to obtain the needed login token.
Zendesk Domain
Your Zendesk domain URL. This is something like "yourcompanyname.zendesk.com".
Configure action exits
Exit 0 (Default)
This exit will be reached if the given ticket id does not address an existing ticket. You should label this exit to something like "invalid".
Exit 1
This exit will be reached if the given ticket is in status new. You need to enable this exit (checkbox) and should label it to something like "new".
Exit 2
This exit will be reached if the given ticket is in status open. You need to enable this exit (checkbox) and should label it to something like "open".
Exit 3
This exit will be reached if the given ticket is in status pending. You need to enable this exit (checkbox) and should label it to something like "pending".
Exit 4
This exit will be reached if the given ticket is in status hold. You need to enable this exit (checkbox) and should label it to something like "hold".
Exit 5
This exit will be reached if the given ticket is in status solved. You need to enable this exit (checkbox) and should label it to something like "solved".
Exit 6
This exit will be reached if the given ticket is in status closed. You need to enable this exit (checkbox) and should label it to something like "closed".
Exit 9
This exit will be reached if the given ticket is in an unknown status, i.e. in none of the above listed. You need to enable this exit (checkbox) and should label it to something like "unknown".
Additional return values (as global variables)
g_sLatestZendeskTicketID (string)
This global variable holds the ID of the latest checked ticket after the ok (0) exit has been reached.
g_sLatestZendeskTicketStatus (string) 1.5.0
This global variable holds the status of the latest checked ticket after the ok (0) exit has been reached.
The A.6 - Example: Check and Announce Status makes use of this variable to announce the status via AzureTTS (text-to-speech).
g_sLatestZendeskTicketModified (string) 1.5.0
This global variable holds the latest modification date of the latest checked ticket after the ok (0) exit has been reached.
The date is as the Zendesk API provides it (in UTC time), e.g. "2024-09-06T15:52:48Z".
g_sLatestZendeskTicketModifiedReadable (string) 1.5.0
This global variable holds the latest modification date of the latest checked ticket after the ok (0) exit has been reached.
The date is in a better readable in most importantly in local time, e.g. "06.09.2024 17:52:48".
The A.6 - Example: Check and Announce Status makes use of this variable to announce the latest modification date via AzureTTS (text-to-speech).
By Tom Wellige
