You can convert a conversation in Freshchat into a Zendesk ticket by adding and enabling the following code snippet as a smart plug.
For instructions on how to add a smart plug, refer Working with Smart Plugs.
Note:
You need to replace the domain, emailAddress and apiKey values in the below code with your Zendesk credentials.
Sample code snippet:
<script>
var accountDetails = {
//The only variables to be changed are below.
//Freshdesk Domain. Always the original domain here, please do not enter the CNAME.
domain: 'domain.zendesk.com',
emailAddress: 'admin@company.com',
//Admin User API key.
apiKey: 'Admin-API-Key'
};
var fcResolveCreateTicket = (function($, window, name, email) {
if (window.FRESHCHAT_CREATE_TICKET_WIDGET) {
window.FRESHCHAT_CREATE_TICKET_WIDGET.setItUp(name, email); // pass conversation / user info here
return window.FRESHCHAT_CREATE_TICKET_WIDGET;
}
var resolveButton = window.FRESHCHAT_CREATE_TICKET_WIDGET = {
reopenTimeStamp: '',
createdTimeStamp: '',
name: '',
email: '',
fcEvent: window.fcAgent.events,
conversationId: window.location.href.split('/conversation/')[1],
reqHeader: {
"Authorization": "Basic " + btoa(accountDetails.emailAddress + "/token:" + accountDetails.apiKey),
"Content-Type" : "application/json"
},
setItUp: function(name, email) {
var _self = this;
this.name = name;
this.email = email;
},
initialize: function() {
var _self = this;
console.log('Init');
this.fcEvent.unsubscribe("resolved_message",_self.resolveMessage);
this.fcEvent.subscribe("resolved_message",_self.resolveMessage,this);
},
resolveMessage: function(data) {
console.log('Clicked Resolve');
this.assignedagentEmail = data.agent != undefined ? data.agent.email : null;
this.assignedgroupName = data.group != undefined ? data.group.name : null;
this.getConversationInfo();
},
getConversationInfo: function() {
var _self = this;
jQuery.ajax(
{
url: 'https://web.freshchat.com/app/conversation/message?rand='+jQuery.now()+'&convid='+window.location.href.split('/conversation/')[1]+'&excludeCampaign=true',
type: 'GET',
contentType: 'application/json',
success:function(data) {
_self.getRequiredData(data.conversation);
}
})
},
getRequiredData: function(data) {
var _self = this,
index = [],
reopened = false;
jQuery.each(data.messages,function(key,value) {
if (data.messages[key].messageType == '2003') {
reopened = true;
index.push(key);
}
});
if (reopened != true) {
_self.createdTimeStamp = moment(data.messages[data.messages.length-1].createdMillis).format('DD-MM-YYYY hh:mm:ss A');
console.log('Created Time = '+_self.createdTimeStamp);
_self.renderTicketData(data.messages,false);
}
else {
var conversation = data.messages,
ticketData = '';
if (data.messages[index[0]].messageFragments[0].content == 'Conversation reopened due to new incoming message') {
console.log('auto reopen');
_self.reopenTimeStamp = moment(data.messages[index[0]].createdMillis).format('DD-MM-YYYY hh:mm:ss A');
ticketData = conversation.slice(0,index[0]+2);
}
else {
console.log('manual reopen');
_self.reopenTimeStamp = moment(data.messages[index[0]].createdMillis).format('DD-MM-YYYY hh:mm:ss A');
ticketData = conversation.slice(0,index[0]);
}
console.log('Reopened Time = '+_self.reopenTimeStamp);
_self.renderTicketData(ticketData,true);
}
},
renderTicketData: function(data,reopenFlag) {
var messageContentArray = [],
userMessages = [],
_self = this;
jQuery.each(data,function(i,ele) {
if (data[i].messageType == 1) {
console.log('userMessages');
messageContentArray.push(data[i]);
}
else {
console.log('ignore');
}
});
jQuery.each(messageContentArray, function(i,ele) {
if (messageContentArray[i].messageFragments.length < 1) {
console.log(messageContentArray[i].messageFragments[0].content);
userMessages.push(messageContentArray[i].messageUserName+'|'+messageContentArray[i].messageFragments[0].content);
}
else {
jQuery.each(messageContentArray[i].messageFragments, function(j,ele) {
console.log(messageContentArray[i].messageFragments[j].content);
userMessages.push(messageContentArray[i].messageUserName+'|'+messageContentArray[i].messageFragments[j].content);
});
}
});
var startTime = (reopenFlag == true) ? _self.reopenTimeStamp : _self.createdTimeStamp;
var endTime = moment(data[0].createdMillis).format('DD-MM-YYYY hh:mm:ss A');
var original = userMessages.reverse();
var html = '<div class="HotlinetimeStamp" style="padding-bottom: 10px; font-weight: 500; color: #000000;">Initialized at '+startTime+'</div>';
jQuery.each(original,function(i,ele) {
html+= '<div class="userName" style="display: inline-block; width: 150px; vertical-align: top; white-space: nowrap; overflow: hidden; text-overflow: ellipsis;"><strong>'+original[i].split('|')[0]+'</strong> : </div><div class="userContent" style="display: inline-block; word-break: break-word; padding-left: 5px; vertical-align: top;">'+original[i].split('|')[1]+'</div><br/>';
});
html+= '<div class="HotlinetimeStamp" style="padding-top: 10px; font-weight: 500; color: #000000;">Resolved at '+endTime+'</div><br/><a href="'+window.location.href+'" target="_blank">'+window.location.href+'</a>';
_self.setTicketData(startTime,html);
},
setTicketData: function(startTime,html) {
var _self = this;
var cleanEmail = _self.email;
var ticketEmail = cleanEmail.length > 3 ? cleanEmail : _self.name.replace(' ','-')+'@app.freshchat.com';
var ticket = {
"ticket": {
"subject": "Conversation with "+_self.name,
"comment": { "html_body": html },
"requester": { "name": _self.name, "email": ticketEmail }
}
};
console.log(ticket);
this.newTicketCreate(ticket);
},
newTicketCreate: function(ticketData) {
var _self = this;
jQuery.ajax({
method: "POST",
url: "/app/extension_proxy",
processData: false,
data: JSON.stringify({
url: 'https://'+accountDetails.domain+'/api/v2/tickets.json',
method : "POST",
dataType: "json",
headers: this.reqHeader,
formParameters: {},
rawBody: JSON.stringify(ticketData)
}),
success: function(data) {
var returnTicketId = data.ticket.id;
console.log('success');
_self.successMessage(returnTicketId);
},
error : function(data){
console.log('error');
}
});
},
successMessage: function(ticket) {
console.log(ticket);
var responseTicketID = ticket;
TicketURL = "https://"+accountDetails.domain+"/agent/tickets/"+responseTicketID;
this.fcEvent.publish('send_private_message', { message: 'Ticket #'+responseTicketID+' Created, Please go <a href="'+TicketURL+'" target="_blank">here</a> to view the ticket.' });
}
};
resolveButton.initialize();
setTimeout(function() {
resolveButton.setItUp(name, email);
}, 100);
return resolveButton;
})(jQuery, window, "{{user.name}}", "{{user.email}}");
