Transcript:
In this video I’m going to show you how to connect third party applications to OneDesk by using the ‘Zapier’ platform.
The first thing you’ll need to do is sign up for a Zapier account. So you’ll go to zapier.com and you’ll create an account. And then you’ll go log into your account and go to ‘connected accounts’. Here you’ll want to connect up your OneDesk account and the other application that you’d like to connect OneDesk to.
So we’ll start by searching and selecting OneDesk in this drop down, and this will pop up an authentication box where you’ll enter your email and password and connect your OneDesk account to Zapier. I already have some accounts connected. I’m going to use those.
You’ll do the same thing for the other application that you’d like to connect OneDesk to, and in our case we’re going to be connecting OneDesk to LiveChat. So I’ve already connected my LiveChat account. It’s going to be very similar. You search for your application here and you log in.
The next step is to make a ‘zap’, so you click ‘make a zap’, and this will open a new form where you can choose the workflow for your new zap. We would like, in my case, to create a zap that works as follows; When a new ticket is created in Live Chat, (someone’s chatting on your website and they chat with a support agent and a new ticket is created), we would like to push that new ticket into OneDesk. This is where we manage our helpdesk and so we can take that ticket through its workflow in OneDesk.
So I’m going to start by searching for LiveChat. You can see there, I find it so I select it. And now I have to choose the ‘trigger’. What event should occur in LiveChat to trigger this ticket creation, and in our case we’re going to choose ‘new ticket’, so I’m going to click that option. And just so you know, different applications will have different options here. It all depends on what events exist in their application. In this case LiveChat allows you to trigger on a finished chat, a new ticket, or a few more things. We’re selecting ‘new ticket’. I click ‘save and continue’, and now I have my LiveChat account connected. If I had multiple ones I could choose which one I’d like to use here.
I’ll just click test. I see that I have success, so this account is properly connected. I’ll click ‘save and continue’. Here it gives me a bit of help information. You can read through that if it interests you, and click ‘continue’.
Next I need to pick a sample to set up your account. Now it’s going to load some samples from LiveChat. Its waiting, and look, it found a sample. I’m going to use this one. So I click continue, and now I’m looking for the ‘action’ step.
Now the action step is to create a new ticket in OneDesk, so I’m going to search for OneDesk, there it is, I select it, and then I’ll select what ‘trigger action’ do I want to create in OneDesk. So the trigger ‘action’ would be to create an item. Now we have a whole bunch of different actions you can choose from. You could create a new user or customer. You could create a container (which is like a project in OneDesk). You can ‘create an item’ (which is like a ticket, or task, or any of the other items we manage). There are some other less common options like creating comments, updating items, finding items, and finding containers, but in our case we’re going to choose ‘create item’. So do that and click ‘save and continue’.
And now we need to choose our OneDesk account. I’ll just choose this first one here, and I will test it as well. And you see, there’s success, so I’ll choose that and I’ll click ‘save and continue’.
And now we need to decide what we’d like to occur on the newly created item in OneDesk. In this case we first wanna determine that it is going to be a ticket, so I will just select ticket. I have a whole bunch of different types of items in this account. Let me find the ticket here. There it is. And I would like to determine what the name of the newly created ticket should be. So I will click ‘insert a field’, and I’m going to choose the ‘ticket subject’ from LiveChat to be the name of the new ticket in OneDesk.
I could add multiple properties here. For example, I might want to preface it by the ID, and then have some space and then the subject, or something like that. Any of the properties that are available in this can be added to the name.
Next we choose ‘description’ which is optional in a OneDesk ticket, but you’re probably going to want it. After all, it is the important part of the ticket. So then I’m going to choose the ‘ticket message’ as my content. The ‘name’ is going to be pulled from the ‘ticket subject’ from the LiveChat ticket, and the ‘description’ is going to be pulled from the ‘ticket content’.
Now if I’d like to, in OneDesk, I can put it inside a project. So I can have a project for incoming LiveChat messages, but essentially I can just search for the projects that are in my account here, and choose one. If not I can just not put it in a container and it will in fact be created outside of a project in my OneDesk account. I could also choose to do something similar for priority.
And finally I click continue, and here I can then send a test item from LiveChat to OneDesk, so I’ll send a test to OneDesk. I have a ‘new test item was sent’ message.
At this point I could log into my OneDesk account in a new browser window and check out if that new item was created properly in OneDesk.
Finally, I’ll click ‘finish’, and at this point I give a name to my zap and I can turn it on. When that’s done I have a fully functioning Zapier integration. When a new ticket is created in your LiveChat application it will automatically create a new ticket in your OneDesk account. There’s a few seconds delay, but still it will go through.
So that’s creating a zap using the Zapier platform and using it to integrate an application into OneDesk.
Thank you. Don’t hesitate to ask us if you have any questions.