mirror of https://github.com/zulip/zulip.git
143 lines
5.9 KiB
Markdown
143 lines
5.9 KiB
Markdown
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
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administrator for your Freshdesk instance.
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{!create-stream.md!}
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Next, on your {{ settings_html|safe }}, create a Freshdesk bot.
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Now we can set up the Freshdesk events that will trigger Zulip's.
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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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### Part 1: Zulip notifications for new Freshdesk tickets
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1. Visit your Freshdesk admin page. Under the **Helpdesk Productivity**
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section, click the **Dispatch'r** icon:
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2. Click the **New rule** button to create a new Dispatch'r rule that
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will send notifications to Zulip when Freshdesk tickets are opened.
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3. 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 **is email**,
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and when the source **is not email**:
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4. In the **Action** section, add a new action of type **Trigger Webhook**.
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Set the **Request Type** to **POST**. Set the following **Callback URL**,
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replacing the Zulip stream with your desired stream:
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`{{ api_url }}/v1/external/freshdesk?stream=freshdesk`
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5. Check the **Requires Authentication** box, and supply the bot email
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address and API key. The **Action** section should look like this so
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far:
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6. Select **JSON** for the **Encoding**. Under the encoding, select
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**Advanced**. Paste the following JSON into the **Content** box:
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```
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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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```
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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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Lastly, save your new Dispatch'r rule. The next time a Freshdesk ticket
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is opened, the team will get a notification in Zulip!
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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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### Part 2: Zulip notifications on ticket changes
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1. Visit your Freshdesk admin page. Under the **Helpdesk Productivity**
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section, click the **Observer** icon:
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2. Click the **New rule** button to create a new Observer rule that will
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send notifications to Zulip when Freshdesk tickets are updated.
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3. On the Observer rule creation page, give the rule a name and
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description. Under **When Any Of These Events Occur**, create
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these new rules:
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* Priority is changed, from Any Priority, to Any Priority
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* Status is changed, from Any Status, to Any Status
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* Note is added, Type Any
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4. 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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5. Under **And The Events Are Performed By**, select **Anyone**.
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So far, the rule should look like this:
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6. 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 **is email**,
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and when the source **is not email**:
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7. Under **Perform These Actions**, add a new action of type
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**Trigger Webhook**. Set the **Request Type** to **POST**. Set the
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following **Callback URL**, replacing the Zulip stream with your
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desired stream:
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`{{ api_url }}/v1/external/freshdesk?stream=freshdesk`
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8. Check the **Requires Authentication** box, and supply the bot e-mail
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address and API key. The Action section should look like this so far:
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9. Select **JSON** for the **Encoding**. Under the encoding, select
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**Advanced**. Paste the following JSON into the **Content** box:
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```
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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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```
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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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Finally, save your new Observer rule. The next time a Freshdesk
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ticket is updated, the team will get a notification in Zulip!
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{!congrats.md!}
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