Configuring Zapier

The Zapier extension for KB Support provides a simple and powerful way to integrate KB Support with 1000+ third party web services and automate common tasks.

Zapier is an online automation tool that connects your favourite apps, such as Gmail, Slack, Mailchimp, and more to KB Support. You can connect two or more apps to automate repetitive tasks without coding or relying on developers to build the integration. It’s easy enough that anyone can build their own app workflows with just a few clicks.

Within KB Support, there are triggers and actions available within the Zapier integration. A trigger is an event that is started by KB Support which then triggers another event, in any supported application. An action, is an event that is triggered by another event and sends an instruction to KB Support – such as create or update a ticket.

Use the following information to get up and running with the KB Support Zapier Integration extension.

Installation

For assistance on installing a premium plugin for KB Support, please view this article.

Triggers

Triggers are how you can start automated workflows whenever events occur within KB Support. New emails, messages, blog posts, subscribers, form entries, commits, and much more are the initial data that underpin every Zap.

KB Support can trigger an event within Zapier when;

  • A ticket is opened
  • A ticket is updated
  • A ticket is closed
  • A ticket reply is added
  • A customer is added
  • A customer is updated
  • A customer is deleted
  • An agent is assigned to a ticket

For each trigger, KB Support automatically sends information to Zapier as soon as the associated event has completed telling it that the trigger has occurred. You can then configure your Zaps to perform actions with any applications you choose.

Actions

Zapier actions push data into KB Support through API calls. For example, you can configure Zapier to create or update a ticket within KB Support when it receives a trigger from any supported third party application.

Currently KB Support supports the following actions from Zapier;

  • Create a new ticket
  • Update an existing ticket
  • Reply to a Ticket

Configuring Zapier Integration

In Your WordPress Site

Before you can create triggers and actions within Zapier, within your WordPress site admin;

  • Navigate to Users and create a new user, or edit an existing user, whose login details you will use for Zapier to authenticate with KB Support
  • Scroll down to the Application Passwords section and add a new application password. Make note of the password as you will not be able to retrieve it later
In Zapier
Create a Trigger with EPD
  • Log in if required and click the button to Accept Invite & Build a Zap
  • Create a new Zap and select KB Support as the triggering service (if you do not see our application initially, start typing KB Support in to the search box)
    New Zapier Trigger
  • The first time you create a Zap with KB Support, you will need to authenticate your site by providing your site URL, a username and the application password which you obtained in the previous steps
  • Configure the Zap to behave as you need. Zapier will then ask you to run a test trigger
  • Zapier will then ask you to test your trigger
    Test Zapier Trigger
  • Click the button to Test Trigger. Zapier will report that no data was found and that’s fine. We’ll resolve that in the next step
    Zapier no Data
  • When you see the above screen, return to your WordPress site admin screen – Tickets -> Settings -> Extensions (you may need to click the Zapier section link) and send the test trigger that Zapier is requesting
    Zapier Test Trigger Settings
  • After clicking the correct trigger, return to Zapier and click the Test Trigger button. The test will complete successfully and you will now see the following screen
    Zapier Trigger Tested
  • Click Continue
  • You can now complete your Zap by adding in the necessary actions
  • Test your new Zap once completed. Note that KB Support uses Zapier’s REST API hooks to instantly notify Zapier when a trigger occurs
Create an Action to KB Support

If you intend to trigger a Zap from another application, and then use Zapier actions to connect back to KB Support, create a new Zap and complete the configuration steps for your application trigger.

  • Once you reach the Action screen, select KB Support as the application (if you do not see our application initially, start typing KB Support in the search box)
  • Complete the fields until you reach the Set up action screen
  • For each input field, select the relevant data source provided by your trigger
    Setup Zapier Action
  • Click Continue once you have finished
  • Test your new Zap

Requirements for Zapier Integration

  • KB Support version 1.5 and above
  • WordPress version 5.6

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