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Note: This doesn't change the occurences in the Zapier integration doc, since they refer to pieces of the UI in Zapier, which may still be using the "Stream" terminology.
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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