Zendesk

 

The contents of this plug-in is the same as the contents of the Zendesk plug-in in the Plug-in Marketplace
(The Plug-in Marketplace is due to be removed after the update on September 11th 2015)

Overview

This is a sample Plug-in with a kintone integration with "Zendesk", a web based customer service software with an elegant support ticket system, operated by Zendesk, Inc.

https://www.zendesk.com/

 

The Zendesk plugin retrieves ticket information from your Zendesk account, and displays it within the kintone app.

You will need an active Zendesk account to connect your kintone app with Zendesk.

Integration Screenshots



Setting up the Zendesk Plug-in

Follow the below 4 steps to connect your kintone app to your Zendesk account.

Step 1: Set up your form in the App Settings

To configure your Zendesk plug-in, you will first need to edit your app's form and set the below 2 fields. 

  • A “Single-line text” , “Link” or “Record number” field.
    The value inside this field will be used as the key word to fetch Zendesk tickets from your Zendesk account.
    For example, setting this as the "Link" field will enable you to store the email address of your customers, and Zendesk tickets with the same email address can be retrieved and displayed by this plugin.

  • A Blank space field
    This space will be used to display the Zendesk tickets inside the record details page.
    Make sure to also set up the Element ID of this Blank Space through the field's settings. You can place in whatever ID you want - the setting is there to give it an ID to be distinguished from other Blank Space fields.


Once these fields are set, you can go ahead to place other fields of your choice onto the canvas. They will not affect the behavior of the Plug-in.

 

Step 2: Add the Zendesk Plug-in to your app

Install the Zendesk Plug-in into your kintone environment, and add it to your app.

  1. Download the Zendesk Plug-in file introduced later on this page
  2. Install the Plug-in file into your kintone environment. Check the kintone help page on how to install plugins to your kintone environment.
  3. Add the Zendesk Plug-in to your app. Check the kintone help page on how to add Plug-ins to your app.

Step 3: Configure the Settings for the Plug-in

Set up the configurations for the Plug-in added to your app in STEP 2.

  1. On the apps settings page, click on "Advanced Settings" -> "Plug-ins", and click on the cog wheel for the Zendesk Plug-in.
  2. Set up each item in the settings as follows:
    • Zendesk Domain Name
      Set the sub-domain name of the Zendesk domain you are using.

    • OAuth Client
      You will need to register kintone with Zendesk to generate OAuth credentials, which can be done by following the instructions in the following Zendesk link: REGISTERING YOUR APPLICATION WITH ZENDESK.
      When registering your application, set the redirect URL settings as: https://oauth.cybozu.com/redirect
      Make note of the Unique Identifier and the Secret value that is shown in Zendesk. Once you have finished registering your application with Zendesk, place the Unique Identifier and Secret value into the OAuth Client settings of the Zendesk Plug-in (in kintone).

    • Fetch Criteria
      kintone Field
      Set the field that you set up in Step 1 for this setting. When the value in this "kintone Field" equals the value in the "Zendesk Ticket Property", Zendesk will pull in related ticket information into kintone.

      Zendesk Ticket Property
      Only "assignee", "requester" or "tags" can be set for this field. Select the option you want to match with the "kintone Field".

    • Filter
      You can set filters here so that a filtered ticket list of your choice will be displayed on kintone. If no checkboxes are checked, nothing will be filtered, and all tickets will come through.

    • Zendesk Ticket Placeholder on kintone
      Set the Space field that you set up in Step 1. Ticket information will be displayed on this field. This means you can choose where your Zendesk ticket information will be displayed, by moving around the Blank Space field in the kintone settings to a place of your choice.
      If no option shows up on the dropdown for this option, check the form settings of your app if there is a Blank Space field with an Element ID set to it.

  3. Click save.

  4. Click on "Settings" on the breadcrumbs,



    and on "Apply Changes" to apply the Plug-in settings.

STEP 4: Allow kintone to access Zendesk

When you add a new record to the app, a notice will pop up if this is your first time.


Click on the link that appears, and follow Zendesk’s instructions to allow kintone to access your Zendesk account. Once done, your Zendesk for kintone app will display tickets related to your "fetch criteria" field, and your app will be ready.

Plug-in Sample

Packaged Sample

zendesk_v5.zip

Updates

- 2015/09/04: v5 released

Limitations

  • This Zendesk Plug-in sample will not run on the smartphone.
  • The Zendesk tickets will not be displayed while adding or editing records.
  • Fields inside tables cannot be used as the Fetch Criteria.
  • If you have set the record number as the Fetch Criteria, and have also set an App Code for the app (so that record numbers would look like "MYCODE-23" with a string of your choice at the beginning), the whole string (not just the number) will be used to match ticket properties in Zendesk.
  • Due to reasons based on the Zendesk system, if the requester or assignee changes their name on Zendesk, the Plug-in may not be able to pull in related tickets. If the ticket is not closed, updating the ticket will make it available for the search again. 

Notes

  • We do not guarantee this sample to run.
  • We do not provide any technical support for this sample Plug-in.
  • Some of the code in this Plug-in alters the DOM structure of the app. These altered DOM structures may be affected by future kintone updates. Be sure to note this if you are to use this Plug-in sample as reference.
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