Participant Attributes - Zendesk

[Jeroen]

Hello,

is there any way to set a participant attribute without "context"?

I'd like to pop Zendesk tickets which needs the attributes to be ZD_SearchType and ZD_SearchValue without "context", or is there any other workaround? Is it planned to send a webchat to the Architect at some point that could use the Zendesk datadip?

Thanks,
Jeroen

[tim.smith]

You can use the customField 1-3 properties when initiating a web chat to attach participant attributes. See this page for more information: https://developer.mypurecloud.com/api/webchat/. Is that what you're looking for?

[Jeroen]

Not really, to pop a new Zendesk ticket it needs the attributes:

{
 "ZD_SearchType": "TICKET",
 "ZD_SearchValue": "NEW"
} 

The webchat does not seem to allow it and you're stuck with the customField 1-3 properties, so they would end up as:

{
  "customField1Label":"ZD_SearchType",
  "customField1":"TICKET",
  "customField2Label":"ZD_SearchValue",
  "customField2":"NEW"
}

[tim.smith]

Sorry, I didn't realize you were trying to use the PureCloud for Zendesk client. Per the documentation, this should work:

You can add the ZD_SearchType and ZD_SearchValue custom attributes to the underlying code for your chat widget or associate them with a text box in your chat widget.

I don't have a zendesk account to verify this with, but you should be able to set the properties in the data property of your chat config like this:

{
  "data": {
    "ZD_SearchType": "TICKET",
    "ZD_SearchValue": "NEW"
  }
}

Let me know if this isn't working.

[Jeroen]

Thanks! I missed that, I thought I was stuck with the customfields as per the documentation here