There are mainly two actions that SnapCall executes once the connection is completed and authorized by an admin of both platforms.
SnapCall will be able to create or update tickets
This ensures that whenever a customer shares media, it will be available in the associated ticket, or that the interaction will be converted into a brand-new ticket if the customer initiates the interaction from SnapCall (for example, via your Public Page).
New triggers and webhook will be created in Zendesk
To simplify the configuration of specific use cases, SnapCall adds two additional triggers in Zendesk with the following behavior:
One trigger sends an automatic response to the customer as soon as a ticket is created, enabling them to use SnapCall to upload media.
The second trigger notifies a webhook that sends the ticket’s media to SnapCall, where it is analyzed and the resulting output is sent back to the ticket itself.
Both triggers are disabled by default, ensuring that your existing support workflow is not affected by any automatic configuration. These triggers are intended solely to simplify the configuration process.
Both triggers can be located into a brand new category called 'SnapCall automations', if you don't see them on the list ensure that the filter on the trigger's list has been set to 'Inactive'.