New Suggested 10/7/2021 by Tim Betts
12
votesIntegration with Google Chat
I see that you have integration with HipChat, but it would also be nice to integrate with Google Chat by user or by space. Thanks.
This seems to not have been addressed for a while.
4/5/2023 2:11 PM
Any updates on this?
9/15/2023 12:59 PM
Tim Betts
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.
All the best, Tim
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.
All the best, Tim
2/2/2024 9:41 AM
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Seems like a chat bot could have a few commands...Open ticket, update ticket, close ticket.