Displaying a caller's existing ticket in Support

On detecting the system event associated with an agent answering an inbound call, the telephony system can display an existing ticket to the agent in Support.

You can display either of the following:

  • Display the caller's most recent ticket
  • Display a ticket specified by the caller in an IVR system

Displaying the caller's most recent ticket

The flow consists of making requests to retrieve the Zendesk user id of both the caller and the agent, making a request to the Support API to get a chronological list of the caller's tickets, then making a request to the Talk API to display the most recent ticket for the agent in Support.

  1. Retrieve the caller's Zendesk user id. See Retrieving the Zendesk user id of a caller in this guide.
  2. Retrieve the agent's Zendesk user id. See Retrieving the Zendesk user id of a call-center agent in this guide.
  3. Use the caller's user id with the List Tickets endpoint to get a list of the user's tickets:

    GET /api/v2/users/{user_id}/tickets/requested.json

    The endpoint returns a list ordered chronologically by created date, from oldest to newest.

    See List Tickets in the Support API docs.

  4. Use the agent's user id and the id of the most recent ticket in a Talk API request to open the ticket in the agent's browser:

    POST /api/v2/channels/voice/agents/{agent_id}/tickets/{ticket_id}/display.json

    See Open Ticket in Agent's Browser in the Talk API docs.

Displaying a ticket specified by the caller

If the caller specifies a ticket id in an IVR system, you can display the ticket for the agent in Support.

  1. Retrieve the ticket id from the IVR system.
  2. Retrieve the agent's Zendesk user id. See Retrieving the Zendesk user id of a call-center agent in this guide.
  3. Use the agent's user id and the ticket id in a Talk API request to open the ticket in the agent's browser:

    POST /api/v2/channels/voice/agents/{agent_id}/tickets/{ticket_id}/display.json

    See Open Ticket in Agent's Browser in the Talk API docs.