Teamwork Desk¶
Teamwork Desk provides helpdesk ticketing software which allows you to manage services to the customers, communicate, and improve transparency. You can create, update, and delete tickets, customer data, helpdocs sites, categories, and articles.
Prerequisites
- A Teamwork Desk account
Getting Started with Teamwork Desk¶
In order to use Teamwork Desk with Ibexa Connect, you must have an Teamwork Desk account. If you do not have one, create an account at teamwork.com/desk-signup.
When you create an account for the first time with Teamwork Desk, a site URL is generated. For example, \<companyname>/teamwork.com.
Connect Teamwork Desk to Ibexa Connect¶
1. Log in to your Teamwork Desk account.
2. From the Dashboard, click the Profile icon in the top-right corner.
3. Go to View Profile > API Keys.
4. Click Create an API Key and select the V1 API Key option.
5. Copy the API Key to the clipboard.
6. Go to Ibexa Connect and open the Teamwork Desk module's Create a connection dialog.
7. Enter your Teamwork Domain and the API Key you have copied in step 5 to the respective field and click the Continue button to establish the connection.
8. The connection is now established.
Event¶
Watch Events¶
Triggers when an event related to tickets, customers, agent, threads or inboxes, occurs according to your settings in your Teamwork Desk account.
Setting Up Webhook for New Event Trigger¶
To set up a new event trigger:
1. Go to Ibexa Connect and create a Watch Event Connection module.
2. Copy the URL to the clipboard.
3. Log into your Teamwork Desk account.
4. Click your Profile icon > Settings> Webhooks.
5. Click Create your first webhook or Add Webhook.
6. In the Playload URL field, enter the URL copied in Step 2.
7. In the *Content Typ*e field, *s*elect the option from the drop-down list appropriately.
8. In the Token field, enter a unique custom password and click Save.
The webhook is then successfully created.
Note
After creating the webhook, ensure to enable the fields, Active, All Inboxes, and All Events.
Ticket¶
List Tickets¶
Retrieves a list of all tickets.
| Ticket Name | Enter the names of all the tickets to return. |
| Last Updated | Select the time the ticket was updated. |
| Sort by | Select the option to sort the list of tickets. |
| Sort Direction | Select the ascending or descending order in which you want the tickets to be displayed. |
| Limit | Maximum number of tickets Ibexa Connect returns for one single scenario execution. |
Get Ticket¶
Gets the details of a ticket.
| Ticket ID | Enter the ticket ID you want to retrieve the details of. |
Create Ticket¶
Creates a new ticket.
Select or Create Customer |
Select the existing customer or create a new customer for the new ticket. |
Subject |
Enter the subject of the ticket. |
Message |
Enter the content of the ticket. |
Inbox ID |
Select the Inbox ID for the ticket. |
Source |
Select the source of the ticket. For example, email or phone |
Status |
Select the new status to update the ticket. For example, active, or on-hold. |
Type |
Select the type of ticket. For example, whether the ticket is about a problem or a question. |
Priority |
Select the new priority for the ticket. |
Assignee |
Select an assignee for the ticket. |
Tags |
Select whether you want to update the tags or remove the tags. |
Notify Customer |
When selected, notifies the customer about the ticket. |
Show Advanced Settings |
When selected, displays the following fields: BCC: Sends a notification about the ticket changes. CC: Sends a notification about the ticket changes. |
Update Ticket¶
Updates a ticket.
Ticket ID |
Enter a new ID or update the ticket ID. |
Customer ID |
Enter a new ID or update the customer ID. |
Subject |
Enter a new subject or update the subject of the ticket. |
Message |
Enter new content or update the content of the ticket. |
Inbox ID |
Select a new Inbox ID. |
Source |
Select the new source of the ticket. For example, email or phone |
Status |
Select the new status. For example, active, or on-hold. |
Type |
Select the type of ticket. For example, whether the ticket is about a problem or a question. |
Priority |
Select the new priority of the ticket. |
Assignee |
Select the new assignee. |
Edit or Remove Tags |
Select whether you want to update the tags or remove the tags. |
Show Advanced Settings |
When selected, displays the following fields: BCC: Sends a notification about the ticket changes. CC: Sends a notification about the ticket changes. |
Delete Ticket¶
Deletes a ticket.
| Ticket ID | Select the ticket ID to be deleted. |
Add Reply To Ticket¶
Adds a reply to the ticket.
| Ticket ID | Select the Ticket ID to which you want to add a reply. |
| Body | Select or enter the content of the reply to add. |
| Status | Select the status of the ticket. |
| Assignee | Select the name to who the ticket is assigned. |
| Draft | Select if the ticket's reply is a draft. If selected as draft, the reply is not sent and remains in drafts. |
Customer¶
List Customers¶
Retrieves a list of all customers.
| Search Customers by | Select the option to search the customers by their first name, last name, email address or all. |
| Limit | Maximum number of customers Ibexa Connect should return during one scenario execution cycle. |
Get Customer¶
Gets the details of a customer.
| Customer ID | Enter the Customer ID to retrieve the details. |
Create Customer¶
Creates a new customer.
| First Name | Enter the first name of the customer. |
| Last Name | Enter the last name of the customer. |
| Email Address | Enter the email address of the customer. |
| Phone Number | Enter the landline number of the customer. |
| Mobile Number | Enter the mobile number of the customer. |
| Organization | Enter the company name of the customer. |
| Job Title | Enter the position title of the customer in the organization. |
| Facebook URL | Enter the Facebook URL of the organization. |
| LinkedIn URL | Enter the LinkedIn URL link of the organization. |
| Location | Enter the location of the customer. |
| Language | Enter the preferred language of the customer. |
| Timezone | Enter the timezone where the customer is available. |
| Notes | Enter the additional information about the customer to be noted. |
Update Customer¶
Updates a customer.
| Customer ID | Enter a new ID or update the existing customer ID. |
| First Name | Enter a new first name or update the existing first name. |
| Last Name | Enter a new last name or update the existing last name. |
| Email Address | Enter a new email address or update the email address of the customer. |
| Phone Number | Enter a new number or update the existing landline number of the customer. |
| Mobile Number | Enter a new number or update the existing mobile number of the customer. |
| Organization | Enter a new organization or update the company name of the customer. |
| Job Title | Enter the new position title of the customer in the organization. |
| Facebook URL | Enter the Facebook URL of the organization. |
| Linkedin URL | Enter the LinkedIn URL link of the organization. |
| Location | Enter a new location or update the existing location of the customer. |
| Language | Enter a new language or update the existing preferred language of the customer. |
| Timezone | Enter a new timezone or update the existing timezone where the customer is available. |
| Notes | Enter new notes or update the additional information about the customer to be noted. |
Delete Customer¶
Deletes a customer.
| Customer ID | Select the Customer ID to be deleted. |
Inbox¶
List Inboxes¶
Retrieves a list of all inboxes.
| Limit | Maximum number of Inboxes Ibexa Connect should return during one scenario execution cycle. |
Get Inbox¶
Gets the details of an inbox.
| Ticket ID | Select the Ticket ID that you want to get the details of. |
Create Inbox¶
Creates a new inbox.
| Inbox Name | Enter a new name for the inbox you want to create. |
| Select the email address that you want to add the the inbox. | |
| User IDs | Select all the user IDs you want to add to the inbox. |
Delete Inbox¶
Deletes an inbox.
| Inbox ID | Select the Inbox ID to be deleted. |
Helpdocs¶
List Helpdocs Sites¶
Retrieves a list of all helpdocs sites.
| Limit | Maximum number of sites Ibexa Connect should return during one scenario execution cycle. |
Create Helpdocs Site¶
Creates a new helpdocs site.
| Name | Enter the site name for the new helpdocs site. |
| Sub Domain | Select the sub domain name for the helpdocs site. The name appears in the URL of helpdocs site. For example, sub domain name.helpdocs.com. |
| Description | Select or enter information about the new helpdocs site. |
Get Helpdocs Site¶
Gets the details of a helpdocs site.
| Helpdocs Site ID | Select the Helpdocs Site ID you want to retrieve the details of. |
Update Helpdocs Site¶
Updates a helpdocs site.
| Helpdocs Site ID | Select the Helpdocs Site ID you want to update. |
| Name | Select a new name for the helpdocs site. |
| Sub Domain | Select a new sub domain name. |
| Authentication Type | Select an authentication type, which is required to update a helpdocs site. For example, administrator or requires a password for updating a helpdocs site. |
| Publish Site | Select whether you want to publish this helpdocs site. |
| Show Social Icons | Select whether you want show social icons such as Twitter, Facebook, and LinkedIn in the helpdocs site. |
| Show Date Last Modified | When selected, displays the date when this helpdocs site was modified. |
| Edit Method | Select the edit method for the helpdocs site. |
| Custom Domain URL | Enter a new customer domain URL for this helpdocs site to update. |
| homePageURL | Enter a new home page URL. |
| Home Page Link Text | Enter a new home page link text to appear. |
| Home Page Link Enabled | When enabled, the home page link appears in the site. |
| Description | Enter information about the helpdocs site. |
| Show On Home Page | When selected, displays the helpdocs site on the teamwork docs home page. |
| Language Code | Select the language code for the helpdocs site. For example, the language code for United States is US. |
| Show Contact Form | When selected, shows the contact form in the helpdocs site. |
| Logo Image | Select the logo image to appear in the helpdocs site. |
| Touch Icon | Select the image that appears as a touch icon to click and access the helpdocs site. |
| Favicon | Select a favorite icon, such as the website icon, to be updated in the helpdocs site. |
| Page BG Color | Select the page background color for the helpdocs site. |
| Header BG Color | Select the background color for the header. |
| Nav Text Color | Select the color for helpdocs site link. |
| Nav Active Text Color | Select the color for the helpdocs site link which appears when you try to hover the mouse and click the link. |
| Article Text Color | Select the color for the article text. |
| Link Color | Select the color for the site link. |
| Head Template | Select the header template for the helpdocs site web page. |
| Footer Template | Select a footer template for the helpdocs site web page. |
| Article Template | Select the article template to be created in the helpdocs site. |
| Category Template | Select a new category template for the categories in the helpdocs site. |
| Home Template | Select the template for the helpdocs site home. |
| Search Template | Select a template for the search page results in the helpdocs site. |
Delete Helpdocs Site¶
Deletes a helpdocs site.
| Helpdocs Site ID | Select the Helpdocs Site ID you want to delete. |
List Categories¶
Retrieves a list of all categories within a helpdocs site.
| Helpdocs Site ID | Select the Helpdocs Site ID whose categories you want to retrieve. |
| Limit | Maximum number of customers Ibexa Connect should return during one scenario execution cycle. |
Create Category¶
Creates a category within a site.
| Helpdocs Site ID | Select the Helpdocs Site ID under where you want to create the category. |
| Name | Enter the name of the category. |
| Slug | Enter a new word that appears as a final word in the URL. For example, if you have selected a word, agent, then the example URL link is http://site.teamwork.com/agent |
| Display on Doc Homepage | When selected, displays the category on the site homepage. |
| Old URL | If any old URL exists for this category, you can enter it so that the teamwork desk matches it and this category appears when any user searches this category with the old URL. |
Update Category¶
Updates a category within a site.
| Helpdocs Site ID | Select the Helpdocs Site ID whose category you want to update. |
| Name | Enter a new name for the category. |
| Slug | Select a new word that appears as a final word in the URL. For example, if you have selected a word, agent, then the example URL link is http://site.teamwork.com/agent |
| Display on Doc Homepage | When selected, displays the category on the site homepage. |
| Old URL | If any old URL exists for this category, you can enter it so that Teamwork Desk matches it and this category appears when any user searches this category with the old URL. |
Delete Category¶
Deletes a category within a site.
| Helpdocs Site ID | Select the Helpdocs Site ID whose category you want to delete. |
| Category ID | Select the Category ID you want to delete. |
List Articles¶
Retrieves a list of all articles within a category or site.
| List Articles Within | Select the option whose articles you want to list. |
| Helpdocs Site ID | Select the Helpdocs Site ID whose articles you want to list. |
| Limit | Maximum number of articles Ibexa Connect returns during one scenario execution cycle. |
Get Article¶
Gets the details of an article.
| Helpdocs Site ID | Select the Helpdocs Site ID whose article details you want to retrieve. |
| Article ID | Select the Article ID to retrieve the details. |
Update Article¶
Updates an article.
| Helpdocs Site ID | Select the Helpdocs Site ID whose article you want to update. |
| Title | Select a new title for the article. |
| Status | Select a new status of article. For example, draft, published, or unpublished. |
| Content Body | Enter new content for the article. |
| Description | Enter a new description for the article. |
| Slug | Select a new word that appears as a final word in the URL. For example, if you have selected a word, agent, then the example URL link is http://site.teamwork.com/agent |
| Display Order (Relevance) | Select an order for the article to be displayed. |
| Enable Disqus Comment | When enabled, users can comment about this article. |
| Edit Method | Select a new edit method for the article. |
Delete Article¶
Deletes an article.
| Helpdocs Site ID | Select the Helpdocs Site ID whose article you want to delete. |
| Article ID | Select the Article ID you want to delete. |