I completely agree. This would be such an easier way for Google Workspace users to submit a Jitbit ticket.
Seems like a chat bot could have a few commands...Open ticket, update ticket, close ticket.
ed
4/5/2023 2:11 PM
This seems to not have been addressed for a while.
ed
9/15/2023 12:59 PM
Any updates on this?
TB
Tim Betts 2/2/2024 9:41 AM
Hey there -
For anyone else who is interested in getting Google chat notifications to helpdesk ticket events, I managed to distill it down to the following - - Creating the webhook URL in a Google chat space. - Adding an automation rule into helpdesk to send a HTTP request to that URL
Here are those steps in detail -
Go to webhooks for a google chat space - - Go into Google chat using a web browser only - Click on Spaces > the space you want to interact with. - Click on the drop down arrow in the space title in the chat window. - Choose Apps & integrations - If you don't see this option, you may lack permission to do so.
Registering a new webhook - - Click on Webhooks - Click Add webhooks - Enter helpdesk for the name - For URL use a resized copy of the JitBit logo hosted somewhere. - Click Save
Getting the URL for the webhook - - Go to webhooks for your space (see above) - Click the three vertical dots and choose Copy Link - This will be the URL to post to the space.
Creating the Helpdesk automation rule - - Login to helpdesk - Go to Administration > Automation Rules > Create - Enter a name that represents sending a message to a google chat space and what triggered it. - e.g. Ticket-create-google-chat-integration - Make sure to follow any existing naming conventions. - Choose When this happens, e.g. Ticket is created - Add any additional rule conditions
In Do This, click Add - - Select Send HTTP Request - Choose POST - Use the Google chat webhook URL link you copied above - Check “The POST data is in JSON format” - For post data enter the JSON block using any #values# you like - - e.g. { “text”: “Ticket #ticketId# created from #from# [#url#]” } - Make sure to fix the double-quotes if you literally copied this example. - Make sure username and password are empty - Click Save rule
Testing the rule - - Go into the help desk and create a ticket or trigger whatever event you need to satisfy your rule. - The message should show up in the google chat space.
Hopefully this helps anyone else looking for this feature.
Seems like a chat bot could have a few commands...Open ticket, update ticket, close ticket.