Zendesk Sunshine

Setting up the account

Go to your organization's Integrations page in Askribe
From the Handoff to Agent section, click on the + Account button
Give a custom name for your integration.
To obtain the details for the API connection, go to your Zendesk admin page
From the Apps and Integrations section, click on Conversations API in the APIS section
Click on Create API key button at the top right
Give a name for your API key and click on Next
In the next screen, you'll be presented with the following screen:
Copy the App ID, Key ID and Secret Key and paste it in the corresponding fields in the Askribe integrations page. Click on Next in the Zendesk modal to create your API key
Click on Save in the Askribe integration dialog
Select the workspace where you want to use this integration
Click on Save
That's it! You have successfully connected your Zendesk Sunshine account to Askribe. Now you can use this integration in the Handoff to Agent block in your Conversational flows.

Setting up webhooks

Go to your Zendesk Sunshine admin page and go the the integrations directory
Click on Create webhook where you'll be presented with the following screen:
From the Settings section, select Webhooks
Put https://stage-askribe-askribe-ohlibf5r4a-el.a.run.app/api/v1/webhook/zendesk-sunshine in the URL field and check the following topics in Basic Triggers
- Conversation created
- Conversation message
Click on Create webhook and then Save

Handing the conversation back to Askribe

Go to your Zendesk admin page
Creating a custom ticket status
- From the Objects and rules section, click on Ticket Statuses in the Tickets section
- Click on Create ticket status
- Name your ticket status as "Handback to Askribe".
- Make sure Set as Active is checked
- Click on Save
- Now, select Ticket statuses by form
- For each of your forms, select the form, check the Handback to Askribe checkbox from the Solved section and click on Save
- You have now successfully created a custom ticket status
Create a Ticket Webhook
- From the Apps and Integrations section, click on Webhooks in the Action and webhooks section
- Click on Create webhook
- Select Trigger or automation from the Select a way to connect panel and click on Next
- Name, your webhook as "Askribe webhook" and put https://stage-askribe-askribe-ohlibf5r4a-el.a.run.app/api/v1/webhook/zendesk-sunshine in the URL field
- Click on Test Webhook to test your webhook and click on Create webhook
- You have now successfully created a Ticket webhook

Creating a Conversation Closed trigger

From the Objects and rules section, click on Triggers in the Business Rules section
Click on Create trigger button on the top right
Name your trigger as "Conversation Closed Trigger" and select Notifications from the Trigger category dropdown
In the conditions section, set you condition as Ticket > Messaging session ended reason | Changed to | Ended by agent
In the actions section, click on "Add action"
Select Notify by > Active webhook from the Category dropdown and Askribe webhook in the Value dropdown

Paste the following JSON in the payload box

{
   "ticketAccount": "{{ticket.account}}",
   "ticketExternalId": "{{ticket.external_id}}",
   "ticketEncodedId": "{{ticket.encoded_id}}",
   "ticketId": "{{ticket.id}}",
   "ticketOrgExternalId": "{{ticket.organization.external_id}}",
   "ticketOrgId": "{{ticket.organization.id}}",
   "ticketStatus": "{{ticket.status}}",
   "ticketStatusCategory": "{{ticket.status_category}}",
   "ticketRequesterExternalId": "{{ticket.requester.external_id}}",
   "ticketRequesterId": "{{ticket.requester.id}}",
   "customWebhookEventType": "CONVERSATION_CLOSED"
}

Creating a Ticket Solved trigger

From the Objects and rules section, click on Triggers in the Business Rules section
Click on Create trigger button on the top right
Name your trigger as "Ticket Solved Trigger" and select Notifications from the Trigger category dropdown
In the conditions section, set you condition as Ticket > Ticket Status | Changed to | Solved
In the actions section, click on "Add action"
Select Notify by > Active webhook from the Category dropdown and Askribe webhook in the Value dropdown

Paste the following JSON in the payload box

{
   "ticketAccount": "{{ticket.account}}",
   "ticketExternalId": "{{ticket.external_id}}",
   "ticketEncodedId": "{{ticket.encoded_id}}",
   "ticketId": "{{ticket.id}}",
   "ticketOrgExternalId": "{{ticket.organization.external_id}}",
   "ticketOrgId": "{{ticket.organization.id}}",
   "ticketStatus": "{{ticket.status}}",
   "ticketStatusCategory": "{{ticket.status_category}}",
   "ticketRequesterExternalId": "{{ticket.requester.external_id}}",
   "ticketRequesterId": "{{ticket.requester.id}}",
   "customWebhookEventType": "TICKET_SOLVED"
}

Creating a Ticket Handed back to Askribe trigger

From the Objects and rules section, click on Triggers in the Business Rules section
Click on Create trigger button on the top right
Name your trigger as "Ticket Handed back to Askribe" and select Notifications from the Trigger category dropdown
In the conditions section, set you condition as Ticket > Ticket Status | Changed to | Handback to Askribe
In the actions section, click on "Add action"
Select Notify by > Active webhook from the Category dropdown and Askribe webhook in the Value dropdown

Paste the following JSON in the payload box

{
   "ticketAccount": "{{ticket.account}}",
   "ticketExternalId": "{{ticket.external_id}}",
   "ticketEncodedId": "{{ticket.encoded_id}}",
   "ticketId": "{{ticket.id}}",
   "ticketOrgExternalId": "{{ticket.organization.external_id}}",
   "ticketOrgId": "{{ticket.organization.id}}",
   "ticketStatus": "{{ticket.status}}",
   "ticketStatusCategory": "{{ticket.status_category}}",
   "ticketRequesterExternalId": "{{ticket.requester.external_id}}",
   "ticketRequesterId": "{{ticket.requester.id}}",
   "customWebhookEventType": "TICKET_HANDBACK"
}

Setting up the account​

Setting up webhooks​

Handing the conversation back to Askribe​

Setting up the account

Setting up webhooks

Handing the conversation back to Askribe