Part 2: Sending a Ticket to Zendesk

Now that you've build a agent that is able to handle customer questions - lets add on a workflow that can escalate to Zendesk!

Skills

• Capturing Information
• Using functions to integrate with Zendesk (or any other tool)

Creating a New Workflow (2 min)

Part 2.1 will walk you through creating a new workflow and creating a trigger for it. That way if someone says they want to submit a ticket - it will jump to this flow.

Capturing User Information (1 min)

Part 2.2 shows you how you capture information in Voiceflow using the capture step. We'll capture a users name, email, and issue before creating the Zendesk ticket.

Sending a Ticket to Zendesk Through a Voiceflow Agent (4 min)

Part 2.3 will show you how to actually send a ticket over to Zendesk. This is using the functions feature we have in Voiceflow that lets you build an integration with other tools in your stack.

Update: We now have a secrets manager in Voiceflow to store your API keys.

Optimizing Intents and Triggers in Your Workflow (3 min)

Part 2.4 will show you how to optimize your triggers so that when you capture information you dont accidentally jump to a different trigger on your canvas. It will also show you how to make intents global or turn them off.

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Get the template

You can download the template shown in the videos here!