Wbb-desk-director NPM

Blocks Provided

Provide a list of the Responses provided as part of this integration. This should be a list of Response name, and its description.

Response Name	Purpose
Desk Director Authenticate	This Response begins authenticating a user, triggering a token to be sent to the users email. Comes with preset form
Desk Director Check Token	This Response is triggered after Desk Director Authenticate, and finishes authenticating user by logging in with the generated token
Desk Director Create Ticket	This Response creates a ticket in Desk Director. Comes with preset form, which can be edited but must contain "Desk Director Summary" and "Desk Director Description" questions
Desk Director Create Ticket With DD Form	This Response creates a ticket, using a form defined in Desk Director
Desk Director Fetch Tickets	This Response fetches all tickets for an authenticated user, either open or closed. If Email is provided, queries tickets with the matching contact, if apiKey is supplied.
Desk Director Fetch Ticket Details	Used to view details on any one ticket found through `Desk Director Fetch Tickets`, does not require setup
Desk Director Fetch Ticket Details By Id	Used to view details on any one ticket, using supplied Ticket Id
Desk Director Add Ticket Note	Used to add a note to a ticket found through `Desk Director Fetch Tickets` or `Desk Director Fetch Ticket Details By Id`, requires no setup
Desk Director Add Ticket Note By Id	Used to add a note to a ticket, using supplied Ticket Id
Desk Director Close Ticket By Id	Used to close a specified ticket, with an optional note form
Desk Director Close Ticket	Used to close tickets found through `Desk Director Fetch Tickets` or `Desk Director Fetch Ticket Details By Id`, with an optional note
Desk Director Approve Ticket	Used to approve tickets found through `Desk Director Fetch Tickets` or `Desk Director Fetch Ticket Details By Id`, with the note `{user email} approved this ticket`
Desk Director Approve Ticket By Id	Used to approve tickets by id, with an optional note, which defaults to `{user email} approved this ticket`
Desk Director Error	Response shown when API calls to Desk Director fails for one reason or another
Desk Director Param Failure	Response shown when one or more paramaters are not set correctly on the triggered function Response
Desk Director Auth Fail	Response shown when user authentication failed, either due to user not existing, or name not matching found user

Handler Names

The following handler names and their functions are available :

Handler Name	Purpose
authenticate	Starts user authentication process
check-token	Finishes authentication process, by checking users login token
create-ticket	Creates ticket in Desk Director
create-ticket-form	Creates a ticket using a Desk Director form
fetch-tickets	Fetches tickets from Desk Director
fetch-ticket-details	Used to display ticket details, link to portal, and add note to ticket
add-note	Used to add note to ticket
approve-ticket	Used to approve tickets

Configuration Options

( Provide a list of the configuration options for each of the handlers mentioned above )

Within the function there are a number of options that can be set to configure the behaviour of the integration. The tables below show the settings that are available for each handler.

Authenticate

Property	Required	Description
domain	true	the domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
unset	false	Unsets the email form if set to true
successResponse	false	The response to redirect the user to, once user is authenticated
authFailureResponse	false	The Response shown to the user if authentication fails. Defaults to "Desk Director Auth Fail"
noEmailResponse	false	The Response shown to the user if `No email access` was chosen. Defaults to `Desk Director No Email`

Create Ticket

Property	Required	Description
domain	true	the domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
additionalBody	false	A JSON object that is appended onto the body of the API call, can be used to add additional information to a ticket. Using template string these can be set dynamically.
successResponse	false	The Response to show the user, after ticket has been successfully raised. Defaults to `menu`
errorResponse	false	The Response shown to the user, if an error occurs while creating ticket. Defaults to "Desk Director Error"
unset	false	If true, resets form used to raise ticket

Create Ticket With Form

Property	Required	Description
domain	true	the domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
formId	true	The entityId of the form to raise ticket with
submitResponse	false	The Response to show the user, after ticket has been successfully raised. Defaults to `menu`
noSubmitResponse	false	The Response to show the user, if ticket is not submitted by user. Defaults to `menu`
noFormResponse	false	The Response to show the user, no form can be found with the supplied id. Defaults to `Desk Director Error`
errorResponse	false	The Response shown to the user, if an error occurs while creating ticket. Defaults to `Desk Director Error`

Fetch Tickets

Property	Required	Description
domain	true	the domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
apiKey	false	API Key generated through Desk Director, used to fetch Contact, for fetching tickets raised by user seperate from the authenticated user
ticketsMessage	false	Message to display above the fetched list of tickets. Defaults to `Here are your tickets:`
noTicketsMessage	false	The message displayed when no tickets are found for the user
noTicketsResponse	false	The Response shown when no tickets are found for the user. This takes priority over `noTicketsMessage`
nextResponse	false	The response shown when user clicks the last button, at the end of the list. This carries over to `fetch-ticket-details`, defaults to `menu`
nextResponseChoice	false	The text on the last button, only used if `nextResponse` is set
errorResponse	false	The Response shown to the user, if an error occurs while fetching tickets. Defaults to "Desk Director Error"
allowApproval	false	If the ticket is pending approval and the user has the right permissions, an approve button will be added to the list of options
approveResponse	false	The response shown when the user approves a ticket
closeResponse	false	The response shown the user closes a ticket
unset	false	If true, unsets form used, if any.
category	false	Category to query tickets by
raisedByUser	false	If set to true, will only fetch tickets assigned to the authenticated user, or the user matching the provided email
closed	false	If set to true, will fetch tickets that are closed. If not set, or set to false, only open tickets are fetched
ticketLimit	false	Maximum number of tickets to display. Defaults to 100
emailField	false	The id of the form containing the email to fetch tickets for, defaults to "deskDirectorEmail"
statusFilter	false	The name of the status to optionally filter tickets with. This can be a partial match, for example the filter "closed" will match status "Closed - Resolved" and "Closed - No Contact"

Fetch Ticket Detail (By Id)

Property	Required	Description
domain	true	The domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
ticketId	false	Id of the ticket, if not gotten through form. Used to specify ticket if accessed through `fetch-tickets`
idForm	false	Name of the `question` prompting the user for id of ticket. Defaults to `deskDirectorTicketId`
nextResponse	false	The response shown when user clicks the next button. This carries over to `add-note`, defaults to `menu`
nextResponseChoice	false	The text on the next response button, only used if `nextResponse` is set
allowApproval	false	If the ticket is pending approval and the user has the right permissions, an approve button will be added to the list of options
addNote	false	Adds a button letting the user add a note to the ticket
approveResponse	false	The response shown when the user approves a ticket
closeResponse	false	The response shown the user closes a ticket
unset	false	Unsets the email form if set to true
noTicketResponse	false	The Response shown when no ticket is found. This takes priority over `noTicketMessage`
noTicketMessage	false	The message displayed when no ticket is found

Add Note

Property	Required	Description
domain	true	The domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
ticketId	false	Id of the ticket, if not gotten through form. Used to specify ticket if accessed through `fetch-tickets`
nextResponse	false	The response shown when note is successfully added to ticket. Defaults to `menu`
idForm	false	Name of the `question` prompting the user for id of ticket. Defaults to `deskDirectorTicketId`
noteForm	false	Name of the question prompting the user for the note to add. Defaults to `deskDirectorTicketNote`
unset	false	Unsets the form used if set to true
noTicketResponse	false	The Response shown when no ticket is found. This takes priority over `noTicketMessage`
noTicketMessage	false	The message displayed when no ticket is found

Close Ticket

Property	Required	Description
domain	true	The domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
ticketId	false	Id of the ticket, if not gotten through form. Used to specify ticket if accessed through `fetch-tickets`
nextResponse	false	The response shown when ticket is closed. Defaults to `menu`
idForm	false	Name of the `question` prompting the user for id of ticket. Defaults to `deskDirectorTicketId`
noteForm	false	Name of the question prompting the user for the note to add. Defaults to `deskDirectorOptionalNote`
unset	false	Unsets the form used if set to true
noTicketResponse	false	The Response shown when no ticket is found. This takes priority over `noTicketMessage`
noTicketMessage	false	The message displayed when no ticket is found

Approves Ticket

Property	Required	Description
domain	true	The domain used to access your instance of Desk Director, can be found in the URL, E.G. `https://{domain}.deskdirector.com`
ticketId	false	Id of the ticket, if not gotten through form. Used to specify ticket if accessed through `fetch-tickets` or `fetch-ticket-details`
nextResponse	false	The response shown when ticket is approved. Defaults to `menu`
idForm	false	Name of the `question` prompting the user for id of ticket. Defaults to `deskDirectorTicketId`
noteForm	false	Name of the question prompting the user for the note to add. Defaults to `deskDirectorOptionalNote`
unset	false	Unsets the form used if set to true
errorResponse	false	The Response shown when no ticket is found, or the approval fails.

Templates

Using template strings, certain values can be set dynamically, using forms, variables, and other integrations (for example, Singlepoint, to get a users uprn).

To mark a section as a template, surround the value with %%, for example "postcode": "%%postcode%%", this will replace the value with the value of a field named postcode.

The fields available depend on any forms used for the function, variables set during the conversation, and the information gathered from the user. Syntax may also vary, if using other integrations, so be sure to check documentation for these.

wbb-logicdialog