Forums/Documentation/Setting up integrations

Adding Campfire to your Zendesk (Zendesk Classic)

Anton de Young
posted this on March 01, 2012 11:23

If you use Campfire from 37signals, you can integrate it into your Zendesk account and give your agents quick access to your Campfire chat room. You can also create a target and send notifications to the chat room using a trigger or automation. For example, you might want to post a chat room message via the Campfire target when you receive high priority support requests.

To provide quick access to your Campfire chat room, you configure the Campfire widget and then add it to pages in your Zendesk.

campfire_widget.png

Clicking the Join button prompts your agents to log in (if they aren't already) and then opens the chat room in a new Web browser window.

The Campfire target can be used any way you'd like to post notifications into the chat room as new messages. For example:

campfire_target_post.png

The target can be used to inform all of the users in the chat room when tickets are created or updated. The message appears as if it was added by the Campfire account owner.

Adding Campfire chat to your Zendesk

Campfire is one of the widgets available in Zendesk. All you need to do is configure the widget and add it to one or more pages in your Zendesk. You'll need to have first set up your Campfire chat room and have added users.

To add Campfire to your Zendesk account
  1. Select Settings > Extensions.
  2. On the Widgets tab, select Add widget.
  3. Select the Campfire widget.
  4. Enter any title you'd like. Also, select the Display option so that your agents can see Campfire displayed in your Zendesk.
  5. Set the Available for option to People who have logged in and are agents.
  6. Enter your Campfire subdomain. This is the name of your Campfire account (for example: https://mondocam.campfirenow.com). Don't enter the entire URL, just the subdomain part (shown in bold).
  7. Enter your chat room ID. It's a number that is included in the chat room URL (for example: https://mondocam.campfirenow.com/room/48436).
  8. If you allow guest access to your chat room, select that option.

    campfire_setup.png

  9. Select Create widget and then Submit.

The widget is activated, but to use it you need to add it to one or more pages in your Zendesk.

To add the Highrise widget to a page in your Zendesk
  1. Navigate to any of the agent/administrator pages in your Zendesk.
  2. Click Edit widgets on this page, which is located in right side column of the page.
  3. Select the Campfire widget you just created and it is immediately added to the page.

    campfire_add_widget.png

Your agents can then enter their Campfire user name and click Join to enter the chat room.

campfire_widget.png

Setting up a Campfire target to push ticket updates

Once you set up a target to your Campfire chat room you can use it any number of ways to send notification messages to the chat room.

To create a Campfire target
  1. Select Settings > Extensions.
  2. On the Targets tab, select Add target.
  3. Select the Campfire target.
  4. Enter any title you'd like.
  5. Enter your Campfire subdomain. This is the name of your Campfire account (for example: https://mondocam.campfirenow.com). Don't enter the entire URL, just the subdomain part (shown in bold).
  6. Enter your Campfire API token.
    • You can find your authentication token by logging in to Campfire and selecting My Info. You'll find the API token (a long string of numbers and letters) under API authentication token. Copy and paste the token into the widget.
  7. Enter the name of your chat room.
  8. If your Campfire account is configured to use SSL, select the SSL option.
  9. If you'd like to preserve the formatting of the notification rather than send the message as plain text, enable the Preserve format option.

    campfire_target_setup.png

  10. To confirm that you've set up the target properly, select Test target and then click Submit. If you get a success message, your set up is complete. You can view the test message in your Campfire chat room. If the test was unsuccessful, check the data you entered into the target and test it again.
  11. To save your new target, select Create target and then click Submit.

You new Campfire target is now ready to be used in an automation or trigger.

Using your Campfire target

Your Campfire target can be used to send notification messages to your chat room when tickets are created or updated. As described in Notifying external targets, you use targets as actions in automations and triggers.

campfire_use_target.png