Summary
In this documentation, we will cover:
- Enabling Zendesk synchronization settings in Discourse
- Configuring a Zendesk webhook
- Setting up a Zendesk trigger
Enabling Zendesk synchronization settings
To begin, you will need to enable a specific setting in Discourse and provide a secure token.
-
Navigate to Admin Settings: Go to your Discourse site and navigate to the Admin settings page at
/admin/site_settings. -
Enable Sync Setting: Find and enable the
sync comments from zendesksetting. -
Provide Webhook Token: In the
zendesk incoming webhook token, generate and add a random secure string. This token will be used later for configuring Zendesk’s webhook.
Setting up a Zendesk webhook
Follow these steps to configure a webhook in Zendesk:
-
Access Webhooks Page: Navigate to the Webhooks section in Zendesk under Apps and integrations → Webhooks.
- Example URL:
https://<instance_name>.zendesk.com/admin/apps-integrations/webhooks/webhooks
- Example URL:
-
Create a Webhook:
- Click the Actions button in the upper right corner.
- Select Create Webhook.
- Fill in the webhook details, ensuring you replace
<discourse.example.com>with your Discourse site’s URL.
-
Test the Webhook:
- Click the Test Webhook button.
- Select ‘Custom Test’ from the dropdown.
- Replace the JSON with the following, inserting your token:
{
"ticket_id": "{{ticket.id}}",
"topic_id": "{{ticket.external_id}}",
"email": "{{current_user.email}}",
"token": "INSERT TOKEN HERE"
}
- Hit Send Test. Expect a
400 Bad Requestas a positive signal with the HTML page displayed indicating success.
Setting up a Zendesk trigger
Configure a trigger in Zendesk to automate actions:
-
Access Triggers Page: Go to the Triggers section in Zendesk under Admin → Objects and Rules → Business Rules → Triggers.
- Example URL:
https://<instance_name>.zendesk.com/admin/objects-rules/rules/triggers
- Example URL:
-
Create a Trigger:
- Click Add trigger.
- Name it “Discourse Sync” and set the category to “Notifications”.
- Configure the conditions and actions as depicted below.
- Use the same JSON body as in the test webhook step, again replacing “INSERT TOKEN HERE” with your token.
- Save the Trigger: Once configured, make sure to save the trigger.
Last edited by @jessii 2024-10-29T18:59:23Z
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しかし、Zendesk のコメントに添付ファイルが含まれている場合に問題が発生しています。メッセージは届いていますが、添付ファイルがありません。添付ファイルを処理するために、Webhook で追加のパラメータを渡す必要があるかどうかはわかりません。これに必要な特定のパラメータがあるかどうか、どなたか明確にしていただけますでしょうか？
