Refer to the latest Attributes in the Administrator Guide https://help.voicefoundry.cloud/zendesk/administrator-guide
In its default configuration, the app behaves fairly straightforwardly, using default values for most of its configuration settings.
These settings can however be modified through the use of custom contact attributes whose values can be set in Connect contact flows. These values are then passed into the connector app, overriding the defaults.
An attribute can be set to the same desired value at the start of every contact flow, however, it can also be set dynamically, based on the business logic of the containing flow.
Below is a list of all the connector configuration settings, each with its default value and the name of the attribute that overrides that default, if set in the contact flow. Some attributes can also override values that were specified in the Zendesk application settings during the app installation.
Recent ticket timeout
This setting controls whether a recent ticket of a recognised user should be opened instead of creating a new one. E.g.
Ticket assignment behaviour
Determines how tickets are created or assigned to a call. When set to
Force ticket creation
When ticket assignment behaviour ( see above) is set to
Pop customer or ticket details before accepting the call
When set to
Insert call details with embedded call recording
When set to
Provide a link to download the call recording file
When set to
The number reported in tickets as the number that the caller dialed in inbound calls. Usually set in contact flows from
Zendesk ticket number
If this attribute is set in a contact flow the ticket number specified will be opened, instead of creating a new one.
Zendesk user ID
The ID of an existing Zendesk user. If this is set in a contact flow the app will disregard the caller’s CLI and search for a user by this ID.
Customer’s phone number
Customer's phone number can be entered in the contact flow (using a Store Customer Input block with phone number) and may be different from the number that the user has dialed from (CLI). When set, this number would then be used in search instead of CLI.
Although Zendesk may treat a customer as an unrecognised caller, their name could be obtained from another source, eg. sales database within the contact flow. Using this attribute that name would then be applied to the newly created Zendesk user instead of the CLI.
Advanced speech analysis
Uses Amazon Transcribe & Amazon Comprehend to perform real-time transcription, text comprehension and sentiment analysis and appends the results to ticket comments. Can use any of the values
A 2-letter Code language code, required with speech analysis. Supported language codes are:
Create a ticket on every outbound call
Normally, tickets will not be created for outbound calls to unknown numbers (see Ticket Creation and Assignment, scenario 15). When this attribute is set to