Cisco Cisco Finesse 8.5(3) Livre blanc

 

 

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Zendesk provides and updates a list of core API’s that will allow 3

rd

 party vendors and applications (such as Cisco 

Finesse) to interface into their cloud-based case creation tool. 

You can invoke any of the 

API’s listed in the Zendesk 

. You must be able to send requests to 

these API’s by referencing the sample java code. 

This second integration option shows how you can initiate a new ticket from within any other Finesse gadget. For 

, you will use the Zendesk gadget to send an HTTP request to 

https://{subdomain

1

}.zendesk.com/api/v2/tickets.json

 API to create a new ticket.  

Note:    A subdomain is created by Zendesk when you purchase Zendesk services. For example, 

if company 

‘abc’ signs up with Zendesk, they will be given a subdomain like 

 to 

access their data. 

The information needed for ticket creation (eg. name, email of the customer, title of the ticket, description etc.) can 

be provided by call variables in Finesse, which will be passed to the Zendesk ticket creation API within the request.  

Ultimately, an API request is sent to api/v2/tickets.json in the Zendesk cloud, thereby creating a ticket with the 

information provided by the agent during the call with a customer. 

Here we have a sample gadget showing a button to create a new Zendesk ticket.  

 

The gadget is defined within the Finesse default layout or within a Team layout if this is specific to certain Teams.