mirror of https://github.com/zulip/zulip.git
237 lines
8.3 KiB
HTML
237 lines
8.3 KiB
HTML
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<h4>Freshdesk</h4>
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<p>
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See customer support interactions right in Zulip, with our Freshdesk
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integration! Note that this integration must be set up by an administrator
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for your Freshdesk instance.
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</p>
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<p>
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First, create the stream you'd like to use for Freshdesk notifications,
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and subscribe all interested parties to this stream. We recommend the
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stream name <code>freshdesk</code>.
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</p>
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<p>Next, on your {{ settings_html|safe }}, create a Freshdesk bot.</p>
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<p>
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Now we can set up the Freshdesk events that will trigger
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Zulips. Freshdesk provides separate triggering mechanisms for ticket
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creation and ticket changes, so we'll set up these triggers in two
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parts.
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</p>
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<h4>Part 1: Zulip notifications for new Freshdesk tickets</h4>
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<ol>
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<li>
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<p>
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Visit your Freshdesk admin page. Under the <b>"Helpdesk
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Productivity"</b> section, click the <b>"Dispatch'r"</b> icon:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/001.png"/>
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<p>
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Click the <b>"New rule"</b> button to create a new Dispatch'r rule
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that will send notifications to Zulip when Freshdesk tickets are
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opened.
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</p>
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</li>
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<li>
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<p>
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On the Dispatch'r rule creation page, give the rule a name and
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description. Next, we need to specify the conditions under which to
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trigger Zulip notifications. There isn't a shortcut for "always
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generate a notification on ticket creation", so we'll instead fake it
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by picking two complementary conditions: when the source <b>is
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email</b>, and when the source <b>is not email</b>:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/002.png"/>
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</li>
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<li>
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<p>
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In the <b>"Action"</b> section, add a new action of
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type <b>"Trigger Webhook"</b>. Set the <b>"Request Type"</b>
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to <b>"POST"</b>. Set the following <b>"Callback URL"</b>, replacing
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the Zulip stream with your desired stream:
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</p>
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<p>
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<code>{{ external_api_uri_subdomain }}/v1/external/freshdesk?stream=<font color="#00A26F">freshdesk</font></code>
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</p>
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<p>
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Check the <b>"Requires Authentication"</b> box, and supply the bot
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e-mail address and API key.
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</p>
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<p>The Action section should look like this so far:</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/003.png"/>
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</li>
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<li>
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<p>
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Select <b>"JSON"</b> for the <b>"Encoding"</b>. Under the encoding, select
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<b>"Advanced"</b>. Paste the following JSON into the <b>"Content"</b>
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box:
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</p>
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<pre>{"freshdesk_webhook":
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{
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"triggered_event":"{{triggered_event}}",
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"ticket_id":"{{ticket.id}}",
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"ticket_url":"{{ticket.url}}",
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"ticket_type":"{{ticket.ticket_type}}",
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"ticket_subject":"{{ticket.subject}}",
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"ticket_description":"{{ticket.description}}",
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"ticket_status":"{{ticket.status}}",
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"ticket_priority":"{{ticket.priority}}",
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"requester_name":"{{ticket.requester.name}}",
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"requester_email":"{{ticket.requester.email}}",
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}
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}
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</pre>
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<p>
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These ticket details are what will be forwarded to Zulip. The
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pasted JSON should look like this:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/004.png"/>
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</li>
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<li>
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<p>
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Save your new Dispatch'r rule. The next time a Freshdesk ticket is
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opened, the team will get a notification in Zulip!
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</p>
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</li>
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</ol>
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<p>
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If you only want to receive Zulip notifications on ticket creation,
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stop here, you're done! If you also want notifications on important ticket
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changes, please continue to the next section.
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</p>
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<h4>Part 2: Zulip notifications on ticket changes</h4>
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<ol>
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<li>
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<p>
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Visit your Freshdesk admin page. Under the <b>"Helpdesk
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Productivity"</b> section, click the <b>"Observer"</b> icon:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/005.png"/>
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<p>
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Click the <b>"New rule"</b> button to create a new Observer rule
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that will send notifications to Zulip when Freshdesk tickets are
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updated.
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</p>
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</li>
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<li>
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<p>
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On the Observer rule creation page, give the rule a name and
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description. Under <b>"When Any Of These Events Occur"</b>, create
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these new rules:
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</p>
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<ul>
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<li><p>Priority is changed, from Any Priority, to Any Priority</p></li>
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<li><p>Status is changed, from Any Status, to Any Status</p></li>
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<li><p>Note is added, Type Any</p></li>
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</ul>
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<p>
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If you do not want to receive Zulip notifications on one or more of
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these events, leave out the rule for that event.
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</p>
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<p>
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Under <b>"And The Events Are Performed By"</b>,
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select <b>"Anyone"</b>.
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</p>
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<p>So far, the rule should look like this:</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/006.png"/>
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</li>
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<li>
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<p>
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Next, we need to specify the types of tickets that will trigger
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Zulip notifications. There isn't a shortcut for "always generate a
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notification on ticket update", so as before we'll instead fake it by
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picking two complementary conditions: when the source <b>is email</b>,
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and when the source <b>is not email</b>:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/007.png"/>
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</li>
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<li>
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<p>
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Under <b>"Perform These Actions"</b>, add a new action of
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type <b>"Trigger Webhook"</b>. Set the <b>"Request Type"</b>
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to <b>"POST"</b>. Set the following <b>"Callback URL"</b>, replacing
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the Zulip stream with your desired stream:
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</p>
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<p>
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<code>{{ external_api_uri_subdomain }}/v1/external/freshdesk?stream=<font color="#00A26F">freshdesk</font></code>
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</p>
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<p>
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Check the <b>"Requires Authentication"</b> box, and supply the bot
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e-mail address and API key.
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</p>
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<p>The Action section should look like this so far:</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/008.png"/>
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</li>
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<li>
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<p>
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Select <b>"JSON"</b> for the <b>"Encoding"</b>. Under the encoding,
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select <b>"Advanced"</b>. Paste the following JSON into
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the <b>"Content"</b> box:
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</p>
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<pre>
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{"freshdesk_webhook":
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{
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"triggered_event":"{{triggered_event}}",
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"ticket_id":"{{ticket.id}}",
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"ticket_url":"{{ticket.url}}",
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"ticket_type":"{{ticket.ticket_type}}",
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"ticket_subject":"{{ticket.subject}}",
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"ticket_description":"{{ticket.description}}",
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"ticket_status":"{{ticket.status}}",
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"ticket_priority":"{{ticket.priority}}",
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"requester_name":"{{ticket.requester.name}}",
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"requester_email":"{{ticket.requester.email}}",
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}
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}</pre>
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<p>
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These ticket details are what will be forwarded to Zulip. The
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pasted JSON should look like this:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/009.png"/>
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</li>
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<li>
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<p>
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Save your new Observer rule. The next time a Freshdesk ticket is
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updated, the team will get a notification in Zulip!
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</p>
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</li>
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</ol>
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<p>
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<b>Congratulations! You're done!</b><br/> You'll now see support
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progress in real time in Zulip:
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</p>
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<img class="screenshot" src="/static/images/integrations/freshdesk/010.png"/>
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