Originally Posted by Adam Bird
There needed to be a better way for agents in Zendesk to track the tasks that had been assigned them. Using the Cronofy calendar API we created an app that keeps those assignments synchronized with the agent’s calendar.
This post shares our learnings from interacting with the Zendesk API, hopefully to help you with your own Zendesk project.
The Ruby source code for our integration is also available.
When a Ticket is a Task
Tickets are the core entity in the Zendesk domain. Tasks are just Tickets of type : ‘task’. This gives them an additional attribute due_at.
We also need to track the status of the ticket to know when it’s …[Read more]