mirror of https://github.com/zulip/zulip.git
104 lines
3.7 KiB
Markdown
104 lines
3.7 KiB
Markdown
See customer support interactions in Zulip with our Freshdesk
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integration!
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1. {!create-channel.md!}
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1. {!create-an-incoming-webhook.md!}
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1. {!generate-integration-url.md!}
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### Add notifications for new Freshdesk tickets
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1. Go to your Freshdesk **Admin** page. Under **Helpdesk Productivity**,
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click on **Dispatch'r**. Click on **New rule**.
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1. Set **Rule Name** to a name of your choice, such as `Zulip`. There isn't a shortcut
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for "always generate a notification on ticket creation", so we'll have to
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fake it by picking two complementary conditions: when the source **is email**,
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and when the source **is not email**. Set up the **Conditions** for the
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new rule, like so:
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1. Under **Actions**, set the **Select Action** dropdown to **Trigger Webhook**.
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Set **Request Type** to **POST**, and set **Callback URL** to the URL
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constructed above.
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1. Check the **Requires Authentication** checkbox. Set **Username** to the email
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of the bot created above, and set **Password** to the bot's API key. Set
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**Encoding** to **JSON** and select the **Advanced** option. Copy and paste
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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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Click **Save**.
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### Get notifications for changes to existing tickets
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1. Go to your Freshdesk **Admin** page. Under **Helpdesk Productivity**,
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click on **Observer**, and click on **New rule**.
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1. Set **Rule Name** to a name of your choice, such as `Zulip`.
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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**. Set **Request Type** to **POST**, and set
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**Callback URL** to the URL constructed above.
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1. Check the **Requires Authentication** checkbox. Set **Username** to the email
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of the bot created above, and set **Password** to the bot's API key. Set
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**Encoding** to **JSON** and select the **Advanced** option. Copy and paste
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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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Click **Save**.
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{!congrats.md!}
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