Setting up and using Zendesk Support for HipChat Follow

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14 comments

  • Avatar
    Alan Peterson

    The setup procedure has changed for this since the article was written and I'd like some help in getting HipChat to access our tkts and HC articles. I don't see where I can do any of the below.

    I can push tickets and cards from Zendesk to HipChat just fine, but cannot access Zendesk from HipChat. It's like the link to Zendesk is broken with the later versions of this integration. Can someone take a look and let me know what I can possibly do to re-establish this link? Thanks.

     

    1. Enter your Zendesk subdomain and then click Authenticate with Zendesk.
    2. If prompted, sign in to your Zendesk instance.
    3. Grant permission to the integration to access your Zendesk.
  • Avatar
    Nicole Relyea

    Hey Alan - Thanks for flagging this! I've reached out to our documentation team to get it updated. In the meantime, I'll try to find someone who works with HipChat integrations to answer your question. 

  • Avatar
    Alan Peterson

    Hi Nicole,

     

    Any update on this? I'm sure others would appreciate this 2-way integration working properly once again...

  • Avatar
    Nicole Relyea

    Hey Alan - 

    The article should be updated soon. I checked in with the documentation team and I'd expect it'll get published in the next day or so. I'll ping them again in the morning if we haven't seen it updated by then. 

  • Avatar
    Alan Peterson

    Thanks Nicole. Hopefully, the updated article isn't just a CTRL+F for 'HipChat' to 'HipChat Plus'. :{

  • Avatar
    Charles Nadeau

    Hey Alan,

    I updated the article. Some of the steps about enabling the integration were removed from the UI. I just ran a test setup of the integration and it worked for me. Let me know if you have any problems.

    Charles

  • Avatar
    Alan Peterson

    Charles,

    Same as before. I cannot get to the part where I can authenticate and therefore I cannot get ticket information in chat. I get the 'Configure' page, but since I was never prompted to authenticate I'm not able to type 'ZD#1234' and have it pick up an actual Zendesk tkt. Are you doing this from a HipChat Plus account or a HipChat Basic account?

  • Avatar
    Charles Nadeau

    HipChat basic trial. 

    On the Configure tab, you don't get anything after entering your subdomain to complete your Zendesk URL and clicking Authentication with Zendesk?

  • Avatar
    Alan Peterson

    Charles,

     

    I don't even get that pop-up at all. I click the 'Add integration' for a room via HipChat Integrations, I get a pop-up below.

     

    I click 'Approve', then it goes straight to this:

    It completely skips the screenshot you have in your setup instructions for the authentication.

     

     

     

  • Avatar
    Charles Nadeau

    OK, it looks like the Authenticate UI doesn't appear if the integration was authenticated previously. Mine doesn't show the Auth UI after installing the integration.

    The integration remembers your previous auth grant. For the Auth UI to appear again, you probably need to go to your user profile page in Zendesk and revoke the grant (in the admin interface, click View Proflle > Security Settings > Third-party Applications). But it shouldn't be necessary here unless something changed in your Zendesk account.

    Maybe reinstalling the integration to get the latest version will work.  Try this:

    1. Browse to the Integrations page in HipChat, then choose your room in the upper-left dropdown.

    2. Click the button with the number of installed integrations in the room. Mine shows two -- Zendesk and a default Bitbucket integration.

    3. Click the Zendesk tile to open the integration config page.

    4. Click the Remove button in the upper-right to uninstall the existing integration. After confirming you want to uninstall, it should drop you back on the Zendesk integration page.

    5. Click Add Integration in the upper right to go through the approval step again, which you illustrated in your previous comment. Once done, it should drop you back on the config page. 

    Note that the Authenticate UI probably won't appear here. It seems the integration remembers the grant even after reinstalling.

    6. Click Save My Configuration just to be sure to complete the installation.

    Head over to your HipChat room and type something like "Test ZD#123" in the message box, where 123 is the number of a ticket you know exists in your account. Hopefully after a moment, a reference to the ticket should pop up in your message stream.

     

  • Avatar
    Alan Peterson

    Charles,

    I'm one of many Admins within our organization and under my profile I don't see any thirdparty applications listed. Perhaps it's under a different Admin within my organization? Or perhaps the 'Owner' of our HipChat group needs to be the one to authenticate the HipChat and not just an Admin of a chat room? I'll try these things tomorrow and update you. I think our implementation is pretty common, so would be helpful for a lot of other users.

  • Avatar
    Alan Peterson

    Charles,

     

    As an FYI I finally got this sorted. I had my HipChat SuperAdmin make me an Admin as well (not just a room Admin) and I removed the integration from all rooms. Then I was able to get the authenticate UI to come up and now it works. 

  • Avatar
    Jessie Schutz

    Thanks for coming back to update us, Alan! I'm glad you got it figured out.

  • Avatar
    Charles Nadeau

    Thanks for the feedback. I added a line to the article specifying that to install or modify the integration in HipChat, you must be a HipChat owner or administrator, not just a room administrator.

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