Ticketing - Jira
Jira is a software by Atlassian, and it’s used to track product development, issues, tickets, and agile project management. Conversations support Jira integration and allows you to exchange data with your Jira account.
Jira integration consists of three parts:
To configure Jira on web interface, Supervisors must set up the connection between web interface and their Jira account, and then customize which fields they want to see while using Conversations.
Here’s how to configure JIRA in web interface.
Log in to the web interface, navigate to Apps > Jira.
Setting up the connection depends on the type your existing Jira account. There are three options Infobip supports:
- API Key
In the following paragraphs, you can see how to connect using these methods.
- Select OAuth, click CONTINUE and provide the URL for your Jira instance.
- Atlassian will return required data you need to finish the connection on Atlassian side.
- Open Jira, navigate to Settings > Products > Application links to create a new link.
- Provide all the necessary data. Use copy paste. Allow the application to have read and write access to your data on your Jira account. Click AUTHORIZE.
This method only supports Cloud Jira instances and it requires API Key, Jira instance URL, and Username.
This method only supports Jira Server instances and it requires Jira Instance URL, Username and Password.
After you’ve configured Jira in the web interface, you can configure which data (fields) you want to be displayed to Agents.
Navigate to Apps > Jira and click on your Jira account.
Also, on this page, you can enable or disable the integration by switching the toggle.
NOT SUPPORTED FIELD TYPES
We are currently not supporting: Issue color, Epic color, Issue links, Epic link, Sprint, Labels, Version, Attachment. Because of this, you won’t be able to create issues that have one of these fields set as required.
After you’ve completed the previous two steps, configuration and customization, Agents will see be able to see the Jira context card in Conversations. They can then manage, create new or link existing issues and tickets to a certain conversation.
eCommerce - Shopify
Shopify integration connects your Shopify account to the Conversations. You can extract data about your customers, as well as orders they have made.
Here’s how to connect Shopify with Infobip.
1. Log in to the web interface and navigate to Apps > Shopify > Add Account.
- Fill out the necessary fields and click CONNECT ACCOUNT.
- You can find that data on your Shopify store by navigating to Private apps and creating a new private app.
- After you’ve created your private app, it will have all required data to complete the process.
Once you’ve connected the new instance, it should appear under Apps > Shopify along with your store information.
Now, let’s configure which information is displayed to Agents in Conversations. Choose whether to display customer and order information.
Using custom integrations, you can connect Conversations to any other system. For example, we’ve integrated with a currency exchange app.
On the left, you can see the preview of your custom context card and on the right, you can edit and customize the card.
For everything to work properly, provide a valid webhook URL and authorization header. Use the Edit section to configure the layout of your custom context card.
Once you’re done, Agents should be able to see the custom context card in Conversations.