Using API Key - Serverless Functions

Introduction

A severless function within your CRM can be invoked from any third-party application or within the CRM using a webhook. However, generally most of the webhooks do not support OAuth2, save for a few of them. In that case, you can execute the function using the API Key authentication method, which can be used by either you or others to invoke the function from anywhere.

The difference between API Key and OAuth2 lies in the mode of authentication. API Key has to be authenticated in the Request URL and not as a header.

See also

• Functions in Zoho CRM.
  
• Integration tasks for Functions using the Version 2.0 of APIs.
  
• Deluge Script - Reference Guide.
  
• Connections - Connect your Zoho CRM with any third-party application by invoking their APIs in a function.
  
• Zoho Desk - Help Desk software, by Zoho.
  

Sample Function

Scenario

Help desk and support-related softwares are an absolute essential in a business which involves interaction with customers and clients. Integrating your help desk softwares with your CRM saves up a lot of time and effort to manage all your business information from a single place.

Zendesk is one such software. Zoho Desk, developed by Zoho, is also one, but the difference is that Zoho Desk integration is made automatic in Zoho CRM, whereas you need to integrate Zendesk only through Widgets. Furthermore, when you need to transfer the ticket information from one help desk to another, you need to go to great lengths. Hence an integration of Zendesk and Zoho Desk, through Serverless Functions in Zoho CRM, is pretty convenient and useful.

The scenario which we are going to assume now is similar. Whenever a "Ticket" is created in "Zendesk", a ticket should be created in Zoho Desk as well, with the same information.

Required Applications

• Zendesk
  
• Zoho Desk
  

Part 1: Make a Connection

In order for the Function to make use of third-party applications and facilitate data transfer, you need to first set up a connection between Zoho CRM and the said third-party software. In this case, it would be Zendesk. Read more.

Create a connection to Zoho Desk

Part 2: Create the function

Create a function in Zoho CRM(inclusive of the code from the Connection).

Part 2.1: Write the function

The Function code is

1. string createTicket(string requestBody){
   
2.   if(isNull(requestBody))
   
3.   {
   
4.     return "No Content";
   
5.   }
   
6.   if(!requestBody.contains("arguments"))
   
7.   {
   
8.     return "Invalid Format";
   
9.   }
   
10.   requestBody = requestBody.get("arguments");
    
11.   requestBody = requestBody.get("requestBody");
    
12.   requestBody = requestBody.get("details");
    
13.   deskURL = "https://desk.zoho.com/api/v1/";
    
14.   header = {"orgId":"664950682"};
    
15.   departmentId = "264631000000006907"; //Get ticket and user details from requestBody
    
16.   userDetails = requestBody.get("user");
    
17.   ticketDetails = requestBody.get("ticket"); //Create map
    
18.   param = Map(); //Insert Details
    
19.   param.put("departmentId",departmentId);
    
20.   if(!userDetails.contains("email"))
    
21.   {
    
22.     return "Email is Mandatory";
    
23.   }
    
24.   email = userDetails.get("email");
    
25.   param.put("email",email);
    
26.   contactName = "Guest";
    
27.   if(userDetails.contains("full_name"))
    
28.   {
    
29.     contactName = userDetails.get("full_name");
    
30.   }
    
31.   else if(userDetails.contains("first_name") && userDetails.contains("last_name"))
    
32.   {
    
33.     contactName = userDetails.get("first_name") + " " + userDetails.contains("last_name");
    
34.   }
    
35.   else if(userDetails.contains("first_name"))
    
36.   {
    
37.     contactName = userDetails.get("first_name");
    
38.   }
    
39.   else if(userDetails.contains("last_name"))
    
40.   {
    
41.     contactName = userDetails.get("last_name");
    
42.   }
    
43.   //Get Contact ID from Contact name
    
44.   //Get all Contacts
    
45.   contactList = invokeurl
    
46.   [
    
47.     url :deskURL + "contacts"
    
48.     type :GET
    
49.     headers:header
    
50.     connection:"zoho_desk9"
    
51.   ];
    
52.   isExistingCustomer = false;
    
53.   contactId = "";
    
54.   contactList = contactList.get("data");
    
55.   for each contactInfo in contactList
    
56.   {
    
57.     contactEmail = contactInfo.get("email");
    
58.     if(!isNull(contactEmail))
    
59.     {
    
60.       if(email.equals(contactEmail))
    
61.       {
    
62.         isExistingCustomer = true;
    
63.         contactId = contactInfo.get("contactId");
    
64.         break;
    
65.       }
    
66.     }
    
67.   }
    
68.   info isExistingCustomer;
    
69.   if(!isExistingCustomer)
    
70.   {
    
71.     //Create a new Contact
    
72.     contactParam = Map();
    
73.     contactParam.put("firstName",userDetails.get("first_name"));
    
74.     contactParam.put("lastName",userDetails.get("last_name"));
    
75.     contactParam.put("mobile",userDetails.get("mobile"));
    
76.     contactParam.put("email",userDetails.get("email"));
    
77.     contactParam.put("accountId","264631000000081178");
    
78.     contactList = invokeurl
    
79.     [
    
80.       url :deskURL + "contacts"
    
81.       type :POST
    
82.       parameters:contactParam.toString()
    
83.       headers:header
    
84.       connection:"zoho_desk9"
    
85.     ];
    
86.     contactId = contactList.get("id");
    
87.   }
    
88.   param.put("contactId",contactId);
    
89.   if(!ticketDetails.contains("title"))
    
90.   {
    
91.     return "title is mandatory";
    
92.   }
    
93.   param.put("subject",ticketDetails.get("title"));
    
94.   if(!ticketDetails.contains("status"))
    
95.   {
    
96.     return "status is mandatory";
    
97.   }
    
98.   param.put("status",ticketDetails.get("status"));
    
99.   if(ticketDetails.contains("priority"))
    
100.   {
     
101.     param.put("priority",ticketDetails.get("priority"));
     
102.   }
     
103.   if(userDetails.contains("organization"))
     
104.   {
     
105.     organization = userDetails.get("organization");
     
106.     if(organization.contains("name"))
     
107.     {
     
108.       param.put("accountName",organization.get("name"));
     
109.     }
     
110.   }
     
111.   if(userDetails.contains("mobile"))
     
112.   {
     
113.     param.put("phone",userDetails.get("mobile"));
     
114.   }
     
115.   if(userDetails.contains("description"))
     
116.   {
     
117.     param.put("description",userDetails.get("description"));
     
118.   }
     
119.   info param;
     
120.   response = invokeurl
     
121.   [
     
122.     url :deskURL + "tickets"
     
123.     type :POST
     
124.     parameters:param.toString()
     
125.     headers:header
     
126.     connection:"zoho_desk9"
     
127.   ];
     
128.   if(response.contains("errorMessage"))
     
129.   {
     
130.     return "Sorry Something went wrong. error ::: " + response.get("errorMessage");
     
131.   }
     
132.   //Send Notification to Suppot Team
     
133.   sendmail
     
134.   [
     
135.     from :zoho.adminuserid
     
136.     to :"deborah.g@zohocorp.com"
     
137.     subject :"no-reply"
     
138.     message :"'Dear Team,<expression></expression><div><br></div><div>A New Ticket is created inside Zoho DESK through Zendesk.</div><div><br></div><div>Ticket Details - </div><div><br></div><div>User Name - ' + contactName + '</div><div><br></div><div><br></div><div>Request Body = " + requestBody + "</div><div><br></div>'"
     
139.   ]
     
140.   return response;
     
141. } 
     

Part2.2: To make the function available as an API Key

1. Click the Settings icon for the corresponding function which needs to be made an API.
   
2. Click REST API.
   
   
   
   
3. Enable API Key slider.
   
4. Click Save.
   
   
   
   

Part 3: Create a Webhook in Zendesk

1. Go to Admin > Extension > HTTP Target.
   
2. Provide the following information:
   
   • Function URL
     
   • Method - GET or POST
     
   • Select Content-type as JSON. To know more, click here.
     

Note:

• The Function URL is the API Key URL which you get from Step 2.
  

Part 4: Create a Trigger in Zendesk

1. Condition - when a ticket is created.
   
2. Notify Target - HTTP Target name
   

JSON Body of arguments

1. {"arguments":
   
2. {
   
3. "requestBody":{
   
4. 
   
5. "details":{
   
6. "ticket":
   
7. {
   
8. "title":"{{ticket.title}}",
   
9. "description":"{{ticket.description}}",
   
10. "source":"{{ticket.via}}",
    
11. "priority":"{{ticket.priority}}",
    
12. "due_date":"{{ticket.due_date}}",
    
13. "URI":"{{ticket.url}}",
    
14. "status":"{{ticket.status}}"
    
15. },
    
16. "assigne":
    
17. {
    
18. "email":"{{ticket.assignee.email}}",
    
19. "name":"{{ticket.assignee.name}}",
    
20. "first_name":"{{ticket.assignee.first_name}}",
    
21. "last_name":"{{ticket.assignee.last_name}}"
    
22. },
    
23. "user":
    
24. {
    
25. "full_name":"{{current_user.name}}",
    
26. "first_name":"{{current_user.first_name}}",
    
27. "language":"{{current_user.language}}",
    
28. "details":"{{current_user.details}}",
    
29. "mobile":"{{current_user.phone}}",
    
30. "email":"{{current_user.email}}",
    
31. "organization":
    
32. {
    
33. "details":"{{current_user.organization.details}}",
    
34. "name":"{{current_user.organization.name}}"
    
35. }}
    
36. }}
    
37. }}

Part 5: Configure an argument which contains the entire request body

When a webhook sends data to a function, there is no way of knowing the number of arguments present in it. In order to handle this issue, you can have the function contain the entire request body within a single argument.

Invoke the Desk API inside the Function and save the function.

The Outcome

Creating a ticket in Zendesk:

Ticket is created in Zoho Desk

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