mirror of https://github.com/zulip/zulip.git
141 lines
4.0 KiB
Markdown
141 lines
4.0 KiB
Markdown
# Zulip Freshdesk integration
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See customer support interactions in Zulip with our Freshdesk
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integration!
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### Create Zulip bot for Freshdesk notifications
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{start_tabs}
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1. {!create-an-incoming-webhook.md!}
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1. {!generate-webhook-url-basic.md!}
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{end_tabs}
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### Add notifications for new Freshdesk tickets
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{start_tabs}
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1. Go to your Freshdesk **Admin** page.
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1. Under **Helpdesk Productivity**, select **Dispatch'r**, and then
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select **New rule**.
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1. Set **Rule Name** to a name of your choice, such as `Zulip`.
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1. There isn't a shortcut to "always generate a notification on ticket
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creation", so we'll have to fake it by picking two complementary
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conditions: when the source **is email**, and when the source **is
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not email**. Set up the **Conditions** for the new rule, like so:
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1. Under **Actions**, set the **Select Action** dropdown to **Trigger
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Webhook**.
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1. Set **Request Type** to **POST**, and set **Callback URL** to the URL
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[generated above][create-bot].
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1. Toggle the **Requires Authentication** checkbox.
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1. Set **Username** to the email of the bot [created above][create-bot],
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and set **Password** to the bot's API key.
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1. Set **Encoding** to **JSON**, and select the **Advanced** option.
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Copy and paste the following JSON into the **Content** box:
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```
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{% raw %}
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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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}
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{% endraw %}
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```
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1. Click **Save**.
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{end_tabs}
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### Get notifications for changes to existing Freshdesk tickets
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{start_tabs}
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1. Go to your Freshdesk **Admin** page.
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1. Under **Helpdesk Productivity**, select **Observer**, and then select
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**New rule**.
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1. Set **Rule Name** to a name of your choice, such as `Zulip`.
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1. Under **involves any of these events**, create new events as shown below:
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1. Unfortunately, there isn't a shortcut for specifying "all tickets",
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so we'll have to fake it by picking two complementary conditions:
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when the source **is email**, and when the source **is not email**.
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Under **on tickets with these properties**, create new conditions,
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like so:
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1. Under **perform these actions**, set the **Select Action** dropdown
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to **Trigger Webhook**.
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1. Set **Request Type** to **POST**, and set **Callback URL** to the URL
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[generated above][create-bot].
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1. Toggle the **Requires Authentication** checkbox.
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1. Set **Username** to the email of the bot [created above][create-bot],
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and set **Password** to the bot's API key.
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1. Set **Encoding** to **JSON** and select the **Advanced** option.
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Copy and paste the following JSON into the **Content** box:
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```
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{% raw %}
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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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}
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{% endraw %}
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```
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1. Select **Save**.
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{end_tabs}
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{!congrats.md!}
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### Related documentation
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{!webhooks-url-specification.md!}
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[create-bot]: #create-zulip-bot-for-freshdesk-notifications
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