How the Zendesk Screen Pop Connector works with Zendesk

The Zendesk Screen Pop Connector pops user or ticket records in Zendesk based on four different types of actions. After configuring these actions in Interaction Administrator, they appear as options within the screen pop operation of Interaction Attendant.

Zendesk Open Contact—creates a screen pop for a user in Zendesk based on the user's ID.

Zendesk Open Contact By ANI—creates a screen pop for a user in Zendesk based on the interaction's ANI (the number from which the caller is calling).

Zendesk Open Ticket—creates a screen pop for a ticket in Zendesk based on the ticket's ID.

Zendesk Open Ticket By ANI—creates a screen pop for the most recent ticket in Zendesk based on the interaction's ANI (the number from which the caller is calling). The connector only adds this custom data to new tickets, not existing tickets. This option can be configured to:

• Pop a new ticket rather than the most recent ticket (always or only when an existing ticket isn't found).

• Populate the new ticket with custom data by setting a single custom field in Zendesk.

These screen pop actions provide the connector with the data necessary to perform a screen pop within Zendesk. After you set the input parameters in Interaction Attendant, these actions then set the necessary interaction attributes on the call for the connector to activate a screen pop. To minimize API calls to Zendesk, the connector retrieves certain information from Zendesk and caches it on the Bridge Server.

Tip: Entries added or updated in Zendesk may not be available for use by the connector for up to 10 minutes.