Hi everyone,
Today we are using embedded genesys cloud plugin on Zendesk.
Everything is going well to create and fullfilled ticket.
From 1 month now we have 'External Tag' available on Genesys.
How can we filled that External Tag from Embedded plugin with Zendesk Ticket number for exemple ?
Thank you for your help.
It appears that external tags are only set in Architect call flows: Set External Tag action - Genesys Cloud Resource Center. To do that with a zendesk ticket ID, you would use a data action to fetch a zendesk ticket number, then set that as the external tag. An alternative would be use a customer input to collect the ticket number, then use that to set the external tag (you could also do both, collecting a ticket number from the customer, then doing a data dip to confirm that it's valid, then set it as the external tag).
Thank you for your answer, and yes i imagine i can manage that external tag per API.
But i would think more about an integrated solution directly on the embedded plugin.
It is already working for some participant data that we can update through the plugin.
Wait and see if it will arrive on a future release.
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