Configuration
Introduction
Channel Integration lets you to sync data such as tickets, threads and contacts between Zoho Desk and External Services. It also lets the agents to send replies to the queries on external platforms directly from the desk. Channel Integration can be achieved by ZohoDesk Marketplace app which must act as a bridge between External Service and the Zoho Desk.
Marketplace App with Channel Integration:
Marketplace App which supports the channel integration is responsible for
- Extracting data from external service and supply to the Desk.
- Two-way conversion - Converting the external data into desk compatible format & Converting desk reply into external service compatible format. Periodically supply updated data to the desk.
- Add or update new replies in the external service when a reply is pushed from the desk.
- Redirect to the external resource when requested by the desk.
Configuration
Requirements:
- Create a ZohoDesk Marketplace App with specifying channel properties as a resource in resources.json. resources.json should be created on app root folder.
- If your application has an authentication process, Register an OAuth Client in the External Service and get client_id and client_secret if needed.
- Create an endpoint to provide data from external service to desk during periodic requests produced by Desk.
- Create an endpoint which can receive new replies and send it to the External Service, when an agent reply is sent from the desk.
- Create an endpoint which can redirect the user to the respective External Service's entities such as tickets, threads and user profiles
resources.json
Channel configuration in the resources.json specifies the settings of the channel and the endpoints to pull or push the data for syncing. The params to be specified in the manifest are listed below.
Sample resource.json
- "channel": {
- "channelLogoPath" : "/app/img/youtube_logo.png",
- "acceptAttachments" : false,
- "updateRecords" : true,
- "contentTypes" : ["text/plain","text/html"],
- "redirectUrl" : "https://zohodeskapp.example.com/youtube/handleRedirect",
- "includeQuotedMessage": false,
- "sync": {
- "push": "https://zohodeskapp.example.com/youtube/handlePull",
- "pull": "https://zohodeskapp.example.com/youtube/handlePush"
- }
- }
#CHANNEL_INTEGRATION_CONFIGURATION
Sync Object
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