mirror of https://github.com/zulip/zulip.git
106 lines
3.8 KiB
Markdown
106 lines
3.8 KiB
Markdown
1. {!create-channel.md!}
|
|
|
|
Keep in mind you still need to create the channel first even
|
|
if you are using this recommendation.
|
|
|
|
1. {!create-an-incoming-webhook.md!}
|
|
|
|
1. Next, in Desk.com, open your **Admin** view via the top-left
|
|
dropdown. In the **Admin** view, click on **Apps**, then
|
|
click **Install** under **Custom Action**:
|
|
|
|
|
|
|
|
1. From there, click **Install Custom Action** and accept the terms.
|
|
Fill in the form like this:
|
|
|
|
* **Name**: Zulip
|
|
* **Authentication Method**: Basic Auth
|
|
* **URL**: `{{ api_url }}/v1/external/deskdotcom`
|
|
* **User name**: your bot's user name, e.g., `desk-bot@yourdomain.com`
|
|
* **Password**: your bot's API key
|
|
|
|
|
|
|
|
1. Click **Create** to save your settings. From the next screen, click
|
|
**Add Action** to add a new action. You'll do this for every action
|
|
you want a notification on Zulip for. (To add another action later,
|
|
look for your custom action on the **Apps** page under
|
|
**Installed Apps**.)
|
|
|
|
|
|
|
|
1. Let's say you want a notification each time a case is updated. Put
|
|
in a descriptive name like **Announce case update**, select
|
|
**POST a string to a URL** for **Action Type**, and copy-paste this
|
|
to the **Appended URL path**:
|
|
|
|
{% raw %}
|
|
|
|
`?stream=desk&topic={{ case.id }}:+{{ case.subject }}`
|
|
|
|
{% endraw %}
|
|
|
|
The "appended URL path" will be the same for every notification —
|
|
it makes sure the notification goes to the appropriate channel and topic
|
|
within Zulip.
|
|
|
|
1. Next, copy this template Zulip message into **Message to POST**:
|
|
|
|
{% raw %}
|
|
|
|
Case [{{ case.id }}, {{ case.subject }}]({{ case.direct_url }}), was updated.
|
|
|
|
* Status: {{ case.status.name }}
|
|
* Priority: {{ case.priority }}
|
|
* Customer: {{ customer.name }}
|
|
* Company: {{ customer.company }}
|
|
* Description: {{ case.description }}
|
|
|
|
{% endraw %}
|
|
|
|
You don't need to edit that, although you may if you wish. All the
|
|
funny-looking stuff inside `{{ "{{" }}` and `{{ "}}" }}` will be filled in by
|
|
Desk.com for each event. The dialog should look like this:
|
|
|
|
|
|
|
|
1. Click **Add Action** to save, and then on the next screen, click the
|
|
slider next to the action to enable it. This is important — actions are
|
|
turned off by default!
|
|
|
|
|
|
|
|
1. Now you need to create a rule that triggers this action. Desk.com's
|
|
support center has a [lengthy article on rules][1], but in short,
|
|
click on **Cases** up at the top, **Rules** on the left side, and
|
|
then the specific event you want to notify on — in our example,
|
|
**Inbound Interaction**.
|
|
|
|
[1]: https://support.desk.com/customer/portal/articles/1376
|
|
|
|
|
|
|
|
1. Select the types of interaction you want your rule to apply to,
|
|
such as **Chat**. Specify the name and click on **Add Rule**.
|
|
|
|
|
|
|
|
1. In the next screen, provide the details. First, click **Add Actions**
|
|
to display the rule actions. Select **Trigger an App Action** in the
|
|
dropdown, and then the name of the custom action you created earlier
|
|
when the second dropdown appears. You can add additional **All** or
|
|
**Any** conditions if desired. Also select when the rule should run
|
|
(if not **Anytime**) and enable it.
|
|
|
|
|
|
|
|
1. Finally, click **Update**.
|
|
|
|
{!congrats.md!}
|
|
|
|
|
|
|
|
When a case is updated, you'll see a notification like the one above,
|
|
to the channel `desk`, with a topic that matches the case's subject name.
|