Update Custom Ticket Fields at Handoff
K
Kris Parker
When using Assist with Zendesk, it would be incredibly beneficial to be able to use the smart fields and data to update Zendesk ticket fields without first requiring a workflow to run on the interaction.
The data (UID, OID, URLs, etc) are being populated into an internal comment at handoff, but cannot populate a ticket field without a workflow running.
Having this information in a ticket field allows for things such as:
- Advanced reporting on which URLs are driving the most contacts
- Better routing to ensure the right team member is receiving the ticket
- Increased visibility on device type
- And more!