How to integrate CallHippo with Zendesk?

  • You can follow these steps to activate your Zendesk integration with Callhippo and create tickets or add comments for each one of your calls.


Go to your Gear icon on the left side menu and click on it. In the sub menu, click on ’API’.

  • If you are visiting the below page first time you have to click on ‘Get Started’ button.


Otherwise go to API -->Token Access and enabled it.

  • Click on + button to generate new API token and save it for future use.





  • Now save your API token and press the Save button as given in below screen.

  • On Callhippo:

  • Login to your Callhippo account.

  • Go to the Side bar and click on ‘Integrations’.

  • Click on the “Integrate” button in front of “Zendesk”.

  • Once you click on ‘Integration’ button, you will get one pop-up asking you api-key and domain name (which you copied from url in previous steps)  and an email address of your zendesk account. Enter these details and click on ‘Save’.

  • Once you click on Save, you will get message saying ‘Your account with zendesk will be integrate soon. You will get notified about the same via an email’ and your integration status will be ‘in-progress’.

  • Once the integration is successful and process gets completed, your integration status will be ‘integrated’ as shown below :


  • So now you have successfully integrated your zendesk account with your callhippo account and your existing data is synced with callhippo.

  • But to sync new data that is being created in zendesk, you need to created several Extensions and Triggers, which are explained as below :


Extensions

    • Here we will create total 2 extensions.

    • But before creating extension, please copy and note down your callhippo user id somewhere. Steps to find your callhippo user id as follows :

      • Go to Users page in callhippo

      • Click on ‘Main User’. It will redirect you to user setting page.

      • Now copy the highlighted portion shown in below image and note it down.



  1. Create ‘addTicketWebhook’ Extension

        --> Now in zendesk, Go to Admin (Gear button)

     --> Click on Extension

     --> Click on add target


     --> Click on Add target which will redirect to the screen as given below, and then click  on  URL target :



--> Now you are on newly redirected page where you have to fill below things in-order to           

      create this extension :

       i)   Title : Add Ticket Extension (You can insert extension name of your choice too)

       ii)  URL : https://web.callhippo.com/integration/users/59a122da8fe5d239bfc0288a

                      /zendesk/webhook/addticket (here replace ‘59a122da8fe5d239bfc0288a’           

                      with your userid shown in previous steps)

       iii) Method : 'POST'

       iv) Attribute Name : 'ticketId'

       v)  select 'Create Target' and press submit

          -->  Refer below image for more information :





  1. Create ‘removeTicketWebhook’ Extension

     

    --> Repeat the below three step’s process as described previously :

     --> Go to Extension

     --> click on add target

     --> click on URL target


          --> Now on create extension page where you have to fill below things in-order to           

      create this extension as below :

      i)   Title : RemoveTicket Extension (You can insert extension name of your choice too)


       ii)  URL : https://web.callhippo.com/integration/users/59a122da8fe5d239bfc0288a

                      /zendesk/webhook/removeticket (here replace ‘59a122da8fe5d239bfc0288a’           

                      with your userid shown in previous steps)


       iii) Method : 'POST'


       iv) Attribute Name : 'ticketId'


       v)  select 'Create Target' and press submit


          -->  Refer below image for more information :


  • Triggers


                        →  We have to create 4 triggers which are described below :


  1. Create Add ticket trigger


--> Go to triggers and click on Add trigger as given in below screen :




         --> Set Trigger name : Add Ticket Trigger

         --> Under Conditions section

                --> Meet ALL of the following conditions

                --> Add condition 'Ticket' 'Is' 'Created'

          --> Under Action

               --> select 'Notify target'

   --> select appropriate extension "< Add Ticket Extension >".

   --> click on View available placeholders and paste "{{ticket.id}}" in message

         --> click on create

         -->  Refer below images for more information :



  1. Create Open ticket trigger

--> Go to triggers and click on Add trigger as described in previous step

--> Set Trigger name : Open Ticket Trigger

--> Under Conditions section

    --> Meet ALL of the following conditions

    --> Add conditions

           i)  'Status' 'Changed To' 'Open'

           ii) 'Ticket' 'Is' 'Updated'

    --> Under Action

       --> select 'Notify target'

       --> select appropriate extension "< Add Ticket Extension >".

       --> click on View available placeholders and paste "{{ticket.id}}" in message

    --> click on create

         -->  Refer below images for more information :




  1. Create Update ticket trigger


     --> Go to triggers and click on Add trigger as described in previous step

     --> click on Add trigger

     --> Set Trigger name : Update Ticket Trigger

     --> Under Conditions

       --> Meet ALL of the following conditions

         --> 'Ticket' 'Is' 'Updated'

       --> Meet ANY of the following conditions

         --> Add condition

             i)  'Status' 'Changed To' 'Pending'

             ii) 'Status' 'Changed To' 'Solved'

     --> Under Action

       --> select 'Notify target'

       --> select appropriate extension "< Add Ticket Extension >".

       --> click on View available placeholders and paste "{{ticket.id}}" in message

     --> click on create

-->  Refer below images for more information :




  1. Create Close ticket trigger


--> Go to triggers and click on Add trigger as described before


--> Set Trigger name : Close Ticket Trigger

     --> Under Conditions

       --> Meet ALL of the following conditions

       --> Add condition 'Status' 'Changed To' 'Closed'

     --> Under Action

       --> select 'Notify target'

       --> select appropriate extension "< Remove Ticket Extension >".

       --> click on View available placeholders and paste "{{ticket.id}}" in message

     --> click on create

-->  Refer below images for more information :



And you are done !! You have successfully integrated Zendesk  with Callhippo.