Hamish Palmer

Hamish Palmer

Under review

I understand this is asking for a lot but an integration with a helpdesk/knowledgebase provider would be amazing. Groove and Helpscout are good examples but to be completely honest we use Groove because it is $15 USD p/m vs HelpScout at $25 USD p/m.

I don't think a "complicated" integration is required, just the ability to add the live chat to the frontend and display client information in Groove tickets. These features would be ideal:

  • Groove live chat added to Core frontend (this alone would implement live chat, knowledgebase, contact form features).
  • Client Information on Groove Tickets: Name, Date of Registration, Email, Plan/Package/Payments, Sites, Servers.
  • Support and Documentation links in Core frontend updated to link to Groove Knowledgebase URL.

https://developer.groovehq.com/

Dennis

Dennis

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Basically, you could already inject a live chat by using this:

https://docs.ploi-core.io/digging-deeper/inject-code-header-or-footer

Would that cover your use case?

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Hamish Palmer

Hamish Palmer

Item author
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Hi Dennis. Have done this and disabled the support/documentation in Core settings - it would be good to retain the support and documentation links but send them to Groove instead. Obviously I can make my own changes to implement this, so it's not a big deal.

If possible it needs to go another level deeper, with displaying customer information in Groove when viewing a ticket, and also displaying the customer ticket history in Core when authenticated.

Kinsta does a great job of this with Intercom... I can view my conversation history, and there is a little status widget:

I understand everyone will be using Groove for their support system. It's just my use case, saving my Groove API key to Core settings to automatically show the live chat etc would be amazing for the way we operate.

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Hamish Palmer

Hamish Palmer

Item author
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Custom profiles and webhooks in Groove settings:

Will have a bit of a play with this and share code/results here if somebody else wants to utilise Groove.

@Dennis Can you confirm the following from the link above?

  1. An HTTP/HTTPS webhook URL on your server that the Groove servers can call.
  2. The webhook to return valid JSON.
  3. The JSON keys to not include any spaces.
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Groove Support Integration

1 total vote
Hamish Palmer

  • Dennis moved item to board Under review

    1 year ago

  • Hamish Palmer moved item to project Ploi Core Requests

    1 year ago

  • Hamish Palmer created the item

    1 year ago