Configure interaction logging

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Genesys Cloud for Zendesk provides comprehensive interaction logging and attribute mapping capabilities that enable agents to configure and manage interaction data within Zendesk tickets. The configuration process is accessible through the Genesys Cloud icon in Zendesk's left navigation pane and consists of three main sections: Settings, Ticket Comments, and Attribute Mappings. The interaction logging feature allows agents to edit and save interaction logs to associated Zendesk tickets, with editing capabilities available until two minutes after interaction disconnect. Agents can configure public comments visibility to determine whether logged interactions are visible to customers or restricted to internal-only access. Through the Ticket Comments section, agents can customize ticket comments by adding multiple data fields with customizable labels and specific interaction attributes using the "Add" function. Advanced Attribute Mappings functionality enables mapping of interaction attributes to Zendesk ticket fields to enhance searchability of interaction log data. By default, the Zendesk.InteractionLog maps to Ticket Comments, but this can be remapped to other searchable fields, as comments themselves are not searchable. The integration supports all custom field types except credit cards, with specific technical requirements: multi-select fields must accept pipe or comma-delimited values, date fields must use "yyyy-mm-dd" format, and numeric or decimal fields reject non-numeric strings. Important configuration considerations include: customizations under Ticket Comments take precedence over attribute mappings to the Ticket Comments field; the Ticket Comments field is the sole exception allowing multiple mappings; page refresh is required for customization changes to take effect; and interaction attributes should not be mapped to identical ticket fields in both Attribute Mappings and New Ticket Configuration sections, as later mappings will overwrite earlier ones. Custom ticket fields must be added to ticket forms for mapped data to display. When interaction logging is enabled, the Notes section does not appear in the Wrap-up window. Mapped data is saved to tickets after interaction deallocation, and technical details regarding supported attributes are documented in Zendesk and Genesys Cloud documentation references.

Note: This article applies to Genesys Cloud for Zendesk.

After you install Genesys Cloud for Zendesk, you can configure settings for interaction logging.

In the left navigation pane in Zendesk, click the Genesys Cloud icon.
Click Interaction Logging.
Configure the settings under Settings, Ticket Comments, and Attribute Mappings.

Interaction Logging allows agents to edit interaction logs and save them to associated tickets.
Agents can work on interaction logs until the interaction deallocates (two minutes after the interaction disconnects). Genesys Cloud for Zendesk then copies the interaction log to the interaction attribute on an open ticket in Zendesk. For more information, see Interaction logs.
Important: When this setting is selected, the Notes section does not appear in the Wrap-up window. For more information, see Wrap up an interaction.
Public Comments makes comments public that the integration generates on Zendesk tickets.
When this setting is selected, these comments are visible to all people, including customers, and are sent to the ticket requester. When this setting is not selected, these comments are only visible to other agents and are not emailed to the ticket requester.

Click Save.

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Important:

Do not map interaction attributes to the same ticket fields in Attribute Mappings and New Ticket Configuration. Otherwise, the integration will overwrite the first mappings to the ticket fields with later mappings. The sole exception is the Ticket Comments ticket field, which can be mapped in multiple settings. For more information, see Configure new tickets.
If you change any mappings after initial setup, changes will not take effect until a page refresh.
Customization of comments under Ticket Comments takes precedence over any attribute mapped to the Ticket Comments ticket field under Attribute Mappings.
If you do not add custom ticket fields to ticket forms, the custom ticket fields and data for the mapped interaction attributes will not appear on tickets. For more information, see Adding custom fields to your tickets and support request forms in the Zendesk documentation.

Select Enable Advanced Attribute Mappings.
This setting allows you to map interaction attributes in Zendesk to system ticket or custom ticket fields. After an interaction deallocates, the integration saves these mapped interaction attributes to the ticket. For information about the values to use with system ticket fields, see JSON Format in the Zendesk documentation.
For information about creating custom fields, see Adding custom fields to your tickets and support request forms in the Zendesk documentation.
Notes:
The integration supports all custom ticket field types, except Credit card.
Multi-select fields: Set multiple values in other services as pipe or comma delimited.
Numeric or Decimal fields: If users enter non-numeric strings (such as “hello”), the integration will fail to save all field data to the ticket.
Date fields: The value for this field must be in “yyyy-mm-dd” format.
By default, Zendesk.InteractionLog is mapped to Ticket Comments. You can remove this selection so interaction logs do not appear in comments or you can map Zendesk.InteractionLog to a field so that the interaction log information is searchable. For more information, see Interaction logs and Interaction attributes.
To add an interaction attribute mapping, click Add.
Under Interaction Attribute, add an interaction attribute.
For more information and a list of supported attributes, see Interaction attributes.
Under Ticket Field, select a system or custom ticket field that you want to map the interaction attribute to.
Notes:
- Do not map more than one interaction attribute to a single ticket field.
- Comments are not searchable, but fields are. If you want to be able to search the content of an interaction attribute, do not map it to Ticket Comments.
Continue to add interaction attribute mappings.
Click Save.

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For the other settings, see Settings in Genesys Cloud for Zendesk.

For more information about the integration, see About Genesys Cloud for Zendesk.

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Configure interaction logging

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