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c8fdfc92a1
Revises doc to have three instructions sections. One for creating the Zulip bot and webhook URL. One for adding notifications for new Freshdesk tickets. And one for getting notifications for existing Freshdesk tickets. Part of #29592.
143 lines
4.0 KiB
Markdown
143 lines
4.0 KiB
Markdown
# Zulip Freshdesk integration
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See customer support interactions in Zulip with our Freshdesk
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integration!
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### Create Zulip bot for Freshdesk notifications
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{start_tabs}
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1. {!create-channel.md!}
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1. {!create-an-incoming-webhook.md!}
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1. {!generate-webhook-url-basic.md!}
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{end_tabs}
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### Add notifications for new Freshdesk tickets
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{start_tabs}
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1. Go to your Freshdesk **Admin** page.
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1. Under **Helpdesk Productivity**, select **Dispatch'r**, and then
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select **New rule**.
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1. Set **Rule Name** to a name of your choice, such as `Zulip`.
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1. There isn't a shortcut to "always generate a notification on ticket
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creation", so we'll have to fake it by picking two complementary
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conditions: when the source **is email**, and when the source **is
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not email**. Set up the **Conditions** for the new rule, like so:
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1. Under **Actions**, set the **Select Action** dropdown to **Trigger
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Webhook**.
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1. Set **Request Type** to **POST**, and set **Callback URL** to the URL
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[generated above][create-bot].
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1. Toggle the **Requires Authentication** checkbox.
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1. Set **Username** to the email of the bot [created above][create-bot],
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and set **Password** to the bot's API key.
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1. Set **Encoding** to **JSON**, and select the **Advanced** option.
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Copy and paste 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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1. Click **Save**.
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{end_tabs}
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### Get notifications for changes to existing Freshdesk tickets
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{start_tabs}
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1. Go to your Freshdesk **Admin** page.
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1. Under **Helpdesk Productivity**, select **Observer**, and then select
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**New rule**.
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1. Set **Rule Name** to a name of your choice, such as `Zulip`.
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1. 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**.
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1. Set **Request Type** to **POST**, and set **Callback URL** to the URL
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[generated above][create-bot].
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1. Toggle the **Requires Authentication** checkbox.
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1. Set **Username** to the email of the bot [created above][create-bot],
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and set **Password** to the bot's API key.
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1. Set **Encoding** to **JSON** and select the **Advanced** option.
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Copy and paste 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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1. Select **Save**.
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{end_tabs}
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{!congrats.md!}
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### Related documentation
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{!webhooks-url-specification.md!}
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[create-bot]: #create-zulip-bot-for-freshdesk-notifications
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