Zendesk API & App Development
David Everett
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Posted Jul 12, 2024
Used Zendesk APIs & webhooks in conjunction with building a custom Zendesk App to improve CX efficiency
I am a strong believer that future is highly customized software as AI helps operational experts (like myself) build custom software solutions.
This is a perfect example of that. Our CX team linked to our internal tool system based on the email of the person who submitted the ticket. However, the email of the user, which was provided in the case, was often different than the email on the ticket. This caused slight friction as they would have to check to see if the email was different, and if so copy that email and search it in our internal tool.
Is this a deal breaker? No. But small bits of friction over a long period of time compound.
The solution was to create a new field using Zendesk's webhooks & APIs that pulled the email from the case if provided and if not use the email on the case.
The next problem was that the app to create the link on the sidebar did not pull in custom fields. Using Claude, I spun up a custom Zendesk app that allowed us to hyperlink with the custom field.