If your organization regularly receives numerous attachments and you're looking to extract data from them, you can use SnapCall for that purpose.
This unlocks several valuable use cases. For example, you can automatically prioritize specific tickets based on the contents of the attached picture or video or route them to the appropriate department, reducing overall resolution time and ensuring tickets aren’t left waiting in the queue for manual reassignment.
Additionally, this feature allows organizations to maintain their existing customer journey, which is especially useful in cases where pictures or video cannot be uploaded directly through the SnapCall platform.
How the Feature Works
A customer creates a new support ticket in Zendesk, either by sending an email or filling out a form on your website.
The ticket includes one or more attachments, added either through the form or the email.
A webhook and trigger set up in your Zendesk workspace will automatically send the attached media to SnapCall.
SnapCall analyzes the media and provides AI-generated output directly within the ticket, meaning there's no need for the customer to manually upload media through our interface.
For enhanced AI capabilities, you can configure a custom Flow in your SnapCall workspace, allowing the analysis and output to be tailored to your specific use case.
Connect SnapCall to Your Zendesk Workspace
Ensure your SnapCall workspace is properly connected to Zendesk. This allows SnapCall to add comments and other relevant information directly to the ticket. You can check this by login into the SnapCall dashboard and heading to the 'Integration' tab.
Set Up a Webhook in Zendesk
Go to the Admin Panel of your Zendesk workspace and create a new webhook with the following settings:
Connection Type: Trigger or Automation
Name: Choose any name you prefer
Endpoint URL: http://media-api.snapcall.io/
Request Method: POST
Request Format: JSON
Authentication: Bearer Token
Bearer Token: This is your SnapCall API key, found under General > Organization in your SnapCall workspace.
Save the webhook once completed.
Create a Trigger to Call the Webhook
Set up a new trigger in Zendesk with these conditions and actions:
Conditions (All must be true):
Ticket > Attachment IS Present
Conditions (Any of the following):
Ticket IS CreatedTicket IS Updated
Action:
Notify by > Active Webhook > [Select the webhook you just created]
JSON Payload (insert this in the field that appears under the action):
{ "companyId": YOUR_COMPANY_ID, "urls": [ {% for comment in ticket.comments limit:1 offset:0 %} {% for attachment in comment.attachments %} "{{attachment.url}}"{% if forloop.last != true %},{% endif %} {% endfor %} {% endfor %} ], "ticket": {{ticket.id}} }
To locate your workspace id, head to your SnapCall Dashboard in a new tab and click here.
When this configuration is completed, each time a client add an attachment via email or through a form into a ticket, you should have a similar result to the one shown below.
