Jacada Ticket Guidance is an agent support application embedded in the Zendesk Marketplace. The application integrates Interaction flows into the ticketing environment, providing agents with detailed workflows that enable them to efficiently handle complex tickets. 

Note: The Ticket Guidance application is not available to users who have an on-premise installation.

One of the use cases of Zendesk integration is having Ticket Guidance perform operations in the Zendesk environment. In this case, Integration Points in an Interaction are used to perform various actions in Zendesk, such as creating a ticket or updating an existing ticket.

The following tutorials show how to set up the required components for this type of integration:

  • Creating a Ticket in Zendesk: This tutorial presents a sample Interaction that automatically creates a ticket in Zendesk. The Integration Point used to create the ticket is described in detail.
  • Updating a Ticket in Zendesk: This tutorial presents a sample Interaction that automatically updates a ticket in Zendesk. The Integration Point used to create the ticket is described in detail.

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