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

  1. Run bin/update_iws_zendesk_creds.py
  2. Run bin/quickfix_scripts/update_zendesk_creds.py to enter the Zendesk API information
  3. Locate the client's Organization ID from Zendesk and use the BriteCore shell to populate it
  4. 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:

  1. Access BriteCore shell > settings > zendesk
  2. 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

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:

  1. Access the contact in the Contacts module
  2. Locate the Zendesk email
  3. Remove the email
  4. Click Save
  5. Access BriteCore shell > settings > zendesk
  6. 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 account
    SELECT * 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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