Created
March 7, 2015 10:22
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Zendesk Create Ticket for Callback
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var credentials = { | |
"token": "jjx1OIWIKGrQdpJcLmHFEdPcrmuzx2ZW0BLgHVxa", | |
"base_url": "https://drumbi.zendesk.com/", | |
"username": "farsheed@drumbi.com", | |
"api_path": "api/v2", | |
"session_id": localSession.beatsession_guid | |
} | |
/*var credentials = { | |
"token": "jjx1OIWIKGrQdpJcLmHFEdPcrmuzx2ZW0BLgHVxa", | |
"base_url": "https://drumbi.zendesk.com/", | |
"username": "farsheed@drumbi.com", | |
"api_path": "api/v2", | |
"session_id": localSession.beatsession_guid | |
} | |
*/ | |
var dashboard_url = "https://dashboard.drumbi.com/v1/notification/" + localSession.beatsession_guid; | |
drumbi.getAllVariables(function(err, sessionData) { | |
if(sessionData.ticket_id){ | |
updateTicket(sessionData); | |
} | |
else{ | |
var json = { | |
caller_email: sessionData.email, | |
agent_firstname: sessionData.agent_firstname, | |
caller_name: sessionData.caller_name, | |
caller_number: sessionData.caller_number || sessionData.callback_number, | |
subject: sessionData.topic, | |
credentials: credentials, | |
page: decodeURIComponent(sessionData.url), | |
referrer: decodeURIComponent(sessionData.referrer), | |
session_id: localSession.beatsession_guid, | |
ip: sessionData.ip, | |
platform: sessionData.platform, | |
browser: sessionData.browser, | |
url: decodeURIComponent(sessionData.url), | |
tickets: [] | |
}; | |
drumbi.set({'session_info': JSON.stringify(json), | |
caller_name: sessionData.caller_name, | |
email: sessionData.email | |
}, function() { | |
customerSearch(json); | |
}) | |
} | |
}) | |
function updateTicket(sessionData){ | |
var name = sessionData.agent_firstname; | |
var number = sessionData.caller_number || sessionData.callback_number; | |
var body = 'Callback Initiated by ' + name + '.\n' | |
+ 'Phone Call to: ' + number + '\n' | |
+ 'Session ID: ' + localSession.beatsession_guid + '\n' | |
+ 'Drumbi Details: ' + dashboard_url; | |
zendesk.updateTicket({ | |
ticket: { | |
id: sessionData.ticket_id, | |
comment: { | |
body: body, | |
public: false, | |
author_id: sessionData.requester_id | |
} | |
}, | |
caller: { | |
name: sessionData.caller_name, | |
email: sessionData.email, | |
number: sessionData.caller_number | |
}, | |
credentials: sessionData.session_info.credentials | |
}, function(err, result) {}); | |
} | |
function customerSearch(sessionData) { | |
var callerInfo = { | |
"name": "No Name", | |
"email": "", | |
"caller_number" : "" | |
} | |
if(sessionData.caller_name) | |
callerInfo.name = sessionData.caller_name; | |
if(sessionData.caller_email) | |
callerInfo.email = sessionData.caller_email; | |
callerInfo.caller_number = sessionData.caller_number; | |
zendesk.customerSearch({ | |
"caller": callerInfo, | |
"credentials": credentials | |
}, function(err, response) { | |
if(response && response.data && !response.data.error){ | |
callerInfo.name = response.data.caller_info.name; | |
callerInfo.email = response.data.caller_info.email; | |
//callerInfo.caller_number = response.data.caller_info.phone || callerInfo.caller_number; | |
} | |
sessionData.caller_number = callerInfo.caller_number; | |
sessionData.caller_email = callerInfo.email; | |
sessionData.caller_name = callerInfo.name; | |
createTicket(sessionData); | |
}); | |
} | |
function createTicket(sessionData) { | |
var name = sessionData.agent_firstname; | |
var number = sessionData.caller_number || sessionData.callback_number; | |
var body = 'Callback Initiated by ' + name + '.\n' | |
+ 'Phone Call to: ' + number + '\n' | |
+ 'Session ID: ' + localSession.beatsession_guid + '\n' | |
+ 'Drumbi Details: ' + dashboard_url; | |
//get email | |
zendesk.createTicket({ | |
ticket: { | |
subject: sessionData.subject + ' > New', | |
status: 'open', | |
priority: 'normal', | |
comment: { | |
body: body, | |
public: false | |
}, | |
via_id: 46 | |
}, | |
caller: { | |
name: sessionData.caller_name, | |
email: sessionData.caller_email, | |
number: sessionData.caller_number | |
}, | |
credentials: credentials | |
}, function(err, result) { | |
drumbi.set({ | |
notification_url: sessionData.credentials.base_url + 'agent/#/tickets/'+ result.data.ticket.id, | |
zendesk: sessionData.credentials.base_url + 'agent/#/tickets/'+ result.data.ticket.id, | |
zenid: result.data.ticket.id, | |
topic: sessionData.subject, | |
ticket_id: result.data.ticket.id, | |
requester_id: result.data.ticket.requester_id | |
}, function(err, result) { | |
//drumbi.connectCaller(); | |
}) | |
}); | |
} |
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