Botmaster-Zendesk

This is the Zendesk integration for Botmaster. It allows you to automate support for tickets on Zendesk.

This package works with Botmaster v3;

Botmaster is a lightweight chatbot framework. Its purpose is to integrate your existing chatbot into a variety of messaging channels.

Documentation

Find the whole documentation for the framework on: botmasterai.com/documentation/latest/

Installing

yarn add @wearerobos/botmaster-zendesk

or

npm install --save @wearerobos/botmaster-zendesk

Credentials and Webhook

You will need to pass 3 credentials when you use the plugin: subdomain, email and token. You will also need to specify a webhookEndpoint, that is the URL to which Zendesk will send updates.

The subdomain is basically the prefix of your zendesk URL. For example, if your url is mycompany.zendesk.com your subdomain is mycompany.

The email is the e-mail of the account that will answer the tickets.

The token is given to you by Zendesk. Go to Settings -> Api and create a new API token.

You will pass the generated token to the plugin. Remember to copy and store the token.

You will need to configure two other things.

Go to Extensions -> add target -> HTTP target. The Url will be [your_server_url]/zendesk/[webhookEndpoint]. Configure the method as POST and the Content Type as JSON.

Now go to Settings -> Triggers -> Add trigger. The first condition is Ticket: Received at. The next conditions can be configured as you wish, and in the actions you configure it like this:

The second list will show you the target that created in the last step. Choose it.

The JSON body must be this: { "ticket_id": "{{ticket.id}}", "comment_id": "{{ticket.latest_comment.id}}" }. Since Zendesk doesn't send all the tickets data via webhook, Botmaster needs to fetch it after receiving the ticket_id and the last_comment_id.

Code

const Botmaster = require('botmaster');
const ZendeskBot = require('botmaster-zendesk');

// the default port will be used, but you can pass { port: [your_port] } if you wish
const botmaster = new Botmaster();

const zendeskSettings = {
  credentials: {
    subdomain: 'your_subdomain',
    email: '[email protected]',
    token: 'token',
  },
  // botmaster will mount the URL as [your_server_url]/zendesk/webhook1234
  webhookEndpoint: 'webhook1234',
};

botmaster.addBot(new ZendeskBot(zendeskSettings));

botmaster.use({
  type: 'incoming',
  name: 'whatever-you-want',
  controller(bot, update) {
    bot.reply(update, 'Heyllo!');
  },
});

License

This library is licensed under the MIT license