Integration between Zendesk Support CRM & Genesys PureConnect is developed by appxconnect and supports Genesys PureConnect’s ICWS APIs.

To begin configuring your integration between Zendesk Support and Genesys PureConnect, you would require the following:  

• Zendesk Support instance with administrator privileges.
• Configured setup of your Genesys PureConnect Setup with administrator privileges.
  

Network Prerequisites

The following are the network prerequisites

• Whitelist appxconnect's Public IP (177.104.46.240, Port:443) at your firewall for unrestricted access to appxconnect for your user's browser (Same as that for Dynamics 365)
• Reverse Proxy details of your Genesys PureConnect Setup: Public domain of the reverse proxy to your Genesys PureConnect Setup.
• Supported Browser : Google Chrome
  

Application Setting prerequsites

The following parameters of your Genesys PureConnect are required to complete the integration flow:

• Workgroup name & Campaign IDList of Campaigns IDs and Workgroup names in Genesys PureConnect for which you need to configure the integration for. Ex: Workgroup Name - Customer Support , Campaign ID - 7C49C841-13B5-4937-91DA-2E90AAC4A376

CTI Configuration Prerequisites

The following parameters of your Genesys PureConnect and Zendesk Support are required to complete the integration flow:

• Genesys PureConnect Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Genesys PureConnect that could be used to identify the customer record in Dynamics 365. For workgroups, the Call Search Parameter is Eic_RemoteId , for Campaigns, the Call Search Parameter is Header Name of the leadlist associated to the Phone Number Column with prefix “is_attr".". 
• Genesys PureConnect Chat Search Parameter Chat Search Parameter is the unique ID associated with a chat conversation in Genesys PureConnect that could be used to identify the customer record in Dynamics 365. This could be any of the fields used to identify the customer before initiating the conversation like : Email ID, Order No that are received through the widget before initiating the Chat.
  Ex: Webtools_ChatEmailId is the parameter that stores the Email ID as the unique identifier in Genesys PureConnect.

The following Section provides a detailed step by step guide to setup your integration for Genesys PureConnect & Zendesk Support.

Activation

Login as administrator in your Genesys PureConnect account and under the integrations section search for appxconnect for Zendesk Support and click Install.

Once your request is approved, you will recieve an Email from appxconnect with the login details for appxconnect account and the ID. The integration will also be available under appstab in Genesys PureConnect admin login.

Choose the App(from Appstab) and proceed with the setup wizard.

Configuring Integration flow

For every Campiagn and Workgroup, you can set a seperate integration flow with seperate set of rules such as - Specific CTI Pop, Specific set of Entities for search in Zendesk Support, Specific rules for Activity creation and Custom User fields for auto updation. 

Click Add to create a integration flow.

Select the group type to choose Queue / Campaign and enter the respective ID to start building the integration flow. 

Follow the setup guide and fill in the details to complete your integration.