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Hi guys,

 

There is a field for leads in Zendesk called “call outcome” that a sales rep must select after a call is concluded. We also have a “status” field that is 1:1 the same as call outcome. So our sales reps are selecting call outcome and then selecting “status”. 

 

I am trying to use Zapier to automate this process so whatever is selected for call outcome will trigger the same value for status. I’m having some issues as im not the greatest with Zapier, and Zendesk doesn’t allow much automation within the platform. 

 

Any insight is much appreciated. Thanks

Hi ​@Merkage77 

For us to have more info, post screenshots showing the fields you are referring to in Zendesk for “leads” as well as the fields you are trying to configure in the Zendesk Zap step.

Attaching the call outcome field and status field. They are 1:1 so status should mirror whatever is selected for call outcome

 

Thanks!

​@Merkage77 

Clarify which Zendesk Zap app you are trying to use:

 

 

RESOURCES

Zendesk API: API: https://developer.zendesk.com/api-reference/

 

 

Sorry, this is for Zendesk sell, so it would be updating a lead in Zendesk Sell

​@Merkage77 

There is a Zap action available for this...

Zap action: Zendesk Sell - Update Lead

Field: Status

 

As for how to trigger the Zap automation to run, there may not be an available trigger for “Call Outcome” updated.

Screenshot below shows the available Zendesk Sell triggers.

 

 

Gotcha, thank you for that. So is there a way to make a custom trigger within Zapier? It may be over my head but I could give it a shot. Thanks again

​@Merkage77 

Custom triggers either involve app API requests or webhook event subscriptions.

The Zendesk Sell Zap app triggers are all POLLING which means Scheduled which means via API requests.

 

You can try reaching out to Zendesk Sell Support for help with their app and possible guidance about how to derived the desired data changes for Call Outcome.

 

Info about Zendesk Webhook events: https://developer.zendesk.com/api-reference/webhooks/event-types/webhook-event-types/

If using Webhooks, then Zap trigger: Webhook - Catch Hook

This will generate a unique webhook URL to configure in Zendesk.

 

 

Hey ​@Merkage77, just checking in! 👋 Did Troy’s replies help to point you in the right direction?

Happy to lend a hand if you got stuck setting up the Webhooks trigger for the Zap - just let us know! 🙂

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