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