Store the end user reply in a Custom Variable




  • Batuhan K


    Is there a way to post these variables to Zendesk in real-time to populate certain user and ticket fields.

    For example, if I use the "Phone Number collector" and store the data in a variable, how would i post it to zendesk ticket in real time, so if the chat handed over to an agent, the agent can see the telephone number as user data.

    I was thinking using a webhook but couldn't find a template on this.


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  • Kevin Pihl Jensen

    Hi Batuhan,


    Due to Zendesk limitations (the ticket ID not being retrievable until some minutes have passed, or the ticket has been closed), I believe the best way to accomplish this is to create a ticket manually at the start of every conversation with the chatbot. This will allow you to save the ticket ID immediately and make any changes to the ongoing ticket using an 'Update Ticket' webhook. The downside of this solution is that you will be generating an extra ticket for every chat, so you would need to find a way to deal with that in your Agent views.

    If you need any more information, please let me know. 

    Best regards

    Kevin Pihl Jensen

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