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SupportBee

With SupportBee modules in Ibexa Connect, you can:

• watch, search, fetch, create, retrieve, trash, untrash, and delete tickets

• watch new agents and customer replies

• watch new comments

To get started with SupportBee, create an account at supportbee.com.

Connect SupportBee to Ibexa Connect

To connect SupportBee app, you need to obtain the Domain and API Key values from your SupportBee account and insert them into the SupportBee module scenario.

1. Log in to your SupportBee account.

2. Click Profile > API Token. Copy the API Token to a safe place.

   

3. Log in to your Ibexa Connect account, insert a SupportBee module scenario and click the Add button next to the Connection field.

   

4. In the Connection name field, enter a name for the connection.

5. In the Domain field, enter your account domain. For example, if your account URL address is https://www.xyz.supportbee.com, then your domain is xyz.

6. In the API Key field, enter the details copied in step 2 and click Save.

You have successfully established the connection. You can now begin editing your scenario and adding more SupportBee modules. If your connection needs reauthorization at any point, follow the connection renewal steps here.

Tickets

You can watch, search, fetch, create, retrieve, trash, untrash, and delete tickets using the following modules.

Watch New Ticket

Watches for a new ticket

Webhook name	Enter a name for the webhook.

See Setting Up Supportbee Webhooks to add webhooks in your Supportbee account.

Search Tickets

Searches from all tickets.

Limit	Set the maximum number of tickets Ibexa Connect will return during one execution cycle. The default value is 10.

See the SupportBee Tickets API reference for entering the field values to search for the tickets that match the specified value.

Fetch Tickets

Fetches tickets.

Limit	Set the maximum number of tickets Ibexa Connect will return during one execution cycle. The default value is 10.

For field descriptions, see the SupportBee Tickets API reference.

Create a Ticket

Creates a ticket.

For field descriptions, see the SupportBee Tickets API reference.

Get a Ticket

Gets a ticket.

Ticket ID	Select or map the Ticket ID whose details you want to retrieve.

Trash a Ticket

Trashes a ticket.

Ticket ID	Select or map the Ticket ID you want to trash.

Un-Trash a Ticket

Un-trashes a ticket.

Ticket ID	Select or map the Ticket ID you want to un-trash.

Delete a Trashed Ticket

Deletes a trashed ticket.

Ticket ID	Select or map the trashed Ticket ID you want to delete.

Replies

You can watch new agents and customer replies using the following modules.

See Setting Up Supportbee Webhooks to add webhooks in your Supportbee account.

Watch New Agent Reply

Watches for a new agent's reply.

Webhook name	Enter a name for the webhook.

Watch New Customer Reply

Watches for a new customer reply.

Webhook name	Enter a name for the webhook.

Comment

You can watch new comments using the following modules.

Watch New Comment

Watches for a new comment.

Webhook name	Enter a name for the webhook.

See Setting Up Supportbee Webhooks to add webhooks in your Supportbee account.

Other

You can call APIs using the following module.

Make an API Call

Performs an arbitrary authorized API call.

Note

For the list of available endpoints, refer to the SupportBee API documentation.

URL	Enter a path relative to https://<domain>.supportbee.com. For example /tickets.
Method	GET to retrieve information for an entry. POST to create a new entry. PUT to update/replace an existing entry. PATCH to make a partial entry update. DELETE to delete an entry.
Headers	Enter the desired request headers. You don't have to add authorization headers; we already did that for you.
Query String	Enter the request query string.
Body	Enter the body content for your API call.

Example of use - Fetch Tickets

The following API call fetches tickets from your account.

URL: /tickets

Method: GET

Matches of the search can be found in the module's Output under Bundle > Body > tickets.

In our example 10 tickets were returned:

Setting Up Supportbee Webhooks

To set up the supportbee webhooks:

1. Open any Watch module, enter a name for the webhook, click Save and copy the URL address to your clipboard.

   

2. Log in to your Supportbee account, and click Admin > Web Hooks.

3. In the URL field, enter the URL address copied in step 1 and click Add Integration.

   

You have successfully set up the webhooks.