Screen Pop: No Record Linked

When you accept an interaction in Skylight and a record match doesn't occur in Zendesk, an error message is displayed in the banner of the main content area. You can assign the interaction to a new or existing Zendesk record.

To link a record:

1. In Zendesk, do one of the following:
   • Search for and select the user or ticket record you want to link.
   • Create a new user or ticket record.
2. In Skylight, click Actions > Assign.

When you successfully link a Zendesk record, a Record linked confirmation message is displayed.

Unlinking a Record

You can remove the link between the interaction and the Zendesk record by clicking Unassign. If you don't see the Unassign option on the Actions menu, verify that the associated record is currently displayed in Zendesk.

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You might also be interested in:

• Screen Pops
• Tutorial: Working with Interactions in Skylight