Repairshopr / Syncro Integration

Setting up Helpdesk Buttons with Repairshopr or Syncro is easy.

Unregistered User

To start you will need to set up a contact that uses the email address of “unregistered@helpdeskbuttons.com” for the purposes of catching any unregistered users.

You can name the account whatever you want. In our system it’s “Mystery Human”.

This can be a customer or a contact under a customer.

Multiple Contacts per client

Note: This is no longer strictly necessary, but users will have to put in the email address of the customer instead of thier own address.

In case you don’t have contacts enabled and you want individuals to be able to put in tickets, this is how you do it:

Click Admin on the top bar

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Click General Preferences on the left

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Click Customer Settings and check the box labeled, enable multiple contacts on customers.

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Get your API Key

Next you will need your Repairshopr or Syncro API key.

You can go get your API key on your profile page.

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Helpdeskbuttons.com Settings

Once you have the API key, you will need to adjust your settings in the Helpdeskbutton website.

http://www.helpdeskbuttons.com

On the navigation bar on the left select Settings, then Backend Information.

And scroll down to the backend information part.

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Select ‘RepairShopr / Syncro’ for the Ticket System

Enter the register URL that you use.

The Ticket System API endpoint is

example.repairshopr.com

Or the equivalent for Syncro. Be sure to omit the prefix (i.e. https://) and omit the suffix (i.e. /customers?api_key=)

Under Ticket System API Key, enter the API key that you used earlier. Once you have entered that information, click Update and it will save the information.

API Access Settings

For those of you who want to restrict the access the API user has, here is the security access we need: (a custom security group will need to be created and assigned to us with these permissions):

  • Customers List/Search: For gathering company data like street addresses from companies
  • Customers View Details: For gathering contact data like email addresses from contacts
  • Ticket Comments - New: For adding public notes to tickets
  • Tickets Create: For creating tickets
  • Tickets Edit: For adding private notes

Keep in mind that this list is based on the current feature set. With the expansion of the product, different security settings may need to be tweaked in the future.

Anti-Virus and AntiMalware

It is not always necessary, but we recommend whitelisting the helpdeskbuttons installation folder (C:\Program Files(x86)\Helpdesk Button). 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.

Advanced Integration Options

This is the list of variables that can be accessed when using the Custom Rules.

Read/Write Read Only
priority selections
status name
comment_subject email
issue_type business_name
message ip
subject mac
append hostname
priv_append  

Field Definitions

  • priority refers to the ticket priority (Urgent, Low, ect)
  • status refers to the ticket status (New, In Progress, etc)
  • comment_subject refers to the subject line of the first comment
  • issue_type refers to the issue type in RepairShopr (Helpdesk, Internal, etc)
  • message refers to the message the client typed when making the ticket
  • subject refers to the ticket title
  • append refers to the information appended to the HDB report
  • priv_append allows you to append information to the internal ticket note
  • selections refers to the checkboxes/radio buttons the client chose when creating the ticket
  • name refers to the client’s name
  • email refers to the client’s email
  • business_name refers to the clients business name
  • ip refers to the client’s external ip address
  • mac refers to the client’s MAC address
  • hostname refers to the client’s hostname