This guide will show you how to set up your new Helpdesk Buttons with Accelo in as few as 15 minutes.
Accelo integration requires three main parts:
1) Unregistered User¶
To start you will need to set up a “Catch all” contact for users not already in your system.
Click on the Contacts Tab
and Click Add user in the top left corner
Fill out the form. You can name the contact whatever you want, but the email address needs to be:
2) Create an Application User¶
To do this click the Configuration Gear in the bottom left corner:
Next click on the API tab and Register Application
Fill out this next screen with whatever information you want, we only need to make sure that the Application Type is Service
The final screen will show you the API user and API secret for the integration. You will need these for the next step.
Please note that defaults for priority, type, and standing must be set for this integration to work properly.
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\Program Files(x86)\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.
This is the list of variables that can be accessed when using the Dispatcher Rules.
The ticket priority level (Urgent, Low, ect):
Refers to the ticket status (New, In Progress, etc):
The issue type (Service Request, Incident, Problem, Alert):
The agent that will be assigned this ticket:
The tickets class (Accounts/Renewals, E-commerce):
Allows you to append information to the internal ticket note:
Webhook Walkthrough (Notifications)¶
In order to get Ticket Creation/Update Notifications set up for your Tier2Tickets integration, we need to know when tickets are created/updated. The way we do this is via webhooks from the ticket system.
To do this in Accelo, go to Settings-> API -> Webhooks
Ticket Create Webhook¶
Once here, you can setup webhooks to send on ticket creation.
- Select the event “Ticket created”
- URL should be listed on your Integration Settings Page. under the Ticket Notification section.
- Set Content-Type to “application/json”