Overview
Zendesk provides a cloud-based customer support platform which allows quicker and easier interaction between businesses and customers. IWS uses Zendesk to manage support-related items.
BriteCore Setup
- Run
bin/update_iws_zendesk_creds.py
- Run
bin/quickfix_scripts/update_zendesk_creds.py
to enter the Zendesk API information - Locate the client's Organization ID from Zendesk and use the BriteCore shell to populate it
- View a BriteCore employee's Contacts > Information page. Their email should be automatically in the Zendesk Email input
How-Tos
Add Zendesk Access
Add an email that the user wants to have associated with a Zendesk account:
- Access BriteCore shell > settings > zendesk
- Run
zendesk_list_authorized_users
If an account already exists, the shell tool updates the account to be associated with the client's organization and adds the contact as an authorized ticket user. Otherwise, a new account is created with the user's name and email. The contact is then added as an authorized user.
Verify Authorized Users
- Access https://britecore.zendesk.com/agent/admin/people, or
- Access BriteCore shell > settings > zendesk and run
zendesk_list_authorized_users
Revoking Ticket Access
This procedure does not remove the Zendesk account. Rather, it restricts the user from entering OOPS! tickets. To revoke ticket access, complete the following steps:
- Access the contact in the Contacts module
- Locate the Zendesk email
- Remove the email
- Click Save
- Access BriteCore shell > settings > zendesk
- Run
zendesk_list_authorized_users
to verify the user was removed
More Information
- Zendesk API credentials are stored as JSON in
settings
. The JSON will contain the API key and email associated with a Zendesk administrative accountSELECT * FROM settings WHERE option='zendesk'
- Tools
- BriteCore shell > settings > zendesk
bin/quickfix_scripts/update_zendesk_creds.py
bin/update_iws_zendesk_users.py
adds IWS users automatically
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