HelpDesk SDK

This SDK is a set of tools that will help you integrate your apps with the HelpDesk App.

For full documentation please head to Building HelpDesk apps.

Installation

The package can be installed directly from NPM.

npm install --save @livechat/helpdesk-sdk

The NPM package is distributed both as a CommonJS and ES6 module. It should be used together with a module bundler, such as Webpack or Rollup.

We also distrubute a UMD build of the package, which can be used directly in the browser.

<script src="https://unpkg.com/@livechat/[email protected]/dist/helpdesk-sdk.umd.min.js"></script>

Basic usage

Use one of the methods exported by the SDK.

createDetailsWidget(): Promise<IDetailsWidget>

Creates a widget instance to be used in the Ticket Details context.

import { createDetailsWidget } from ‘@livechat/helpdesk-sdk’;

createDetailsWidget().then(widget => {
  // do something with the widget
});

createFullscreenWidget(): Promise<IFullscreenWidget>

Creates a widget instance to be used as a Fullscreen app.

import { createFullscreenWidget } from ‘@livechat/helpdesk-sdk’;

createFullscreenWidget().then(widget => {
  // do something with the widget
});

Widgets (IWidget)

All widgets share a common interface.

• on(eventName: string, eventHandler: (data: any) => void): void) - registers the event handler to be called when a given event occurs

• off(eventName: string, eventHandler: (data: any) => void): void) - unregisters the previously registered handler from the event

You can use it to track the events happening in the HelpDesk App.

import { createDetailsWidget } from ‘@livechat/helpdesk-sdk’;

createDetailsWidget().then(widget => {
  function onTicketInfo(ticketInfo) {
    // do something with the ticket info when it changes
  }

  // register when you need it
  widget.on('ticket_info', onTicketInfo);

  // ...

  // unregister when you’re done
  widget.off('ticket_info', onTicketInfo);
});

Each widget type offers a different set of events that you can listen to. Check them out in the descriptions below.

Payments

All widgets allow you to pass a registered charge and display a summary of it to the customer within the payment modal in the helpdesk application, enabling them to complete or decline the transaction.

Events

transaction_accepted

Emitted when a payment transaction is approved by the customer and successfully processed by the Billing API.

interface ITransactionAccepted {
  chargeId: string;
}

transaction_declined

Emitted when a payment transaction is declined by the customer (e.g., the user closes the payment modal or clicks the cancel button), and the charge is subsequently marked as declined in the Billing API.

interface ITransactionDeclined {
  chargeId: string;
}

transaction_failed

Emitted when a payment transaction fails and cannot be processed by the billing API.

interface ITransactionAccepted {
  error: unknown;
}

update_billing_cycle

This event is triggered when a customer selects a different billing cycle for a transaction. It only emits if the showBillingCyclePicker flag is set to true in the metadata object at the start of the transaction. The event includes the new billing cycle number and key charge details, allowing you to register the updated charge with the provided information.

interface ITransactionAccepted {
  billingCycle: number,
  paymentIntent: {
    name: string,
    price: number,
    per_account: boolean,
    test: boolean,
    return_url: string | null,
    months?: number,
    trial_days?: number,
    quantity?: number,
    metadata: {
      type: string,
      isExternalTransaction: boolean,
      showBillingCyclePicker: boolean,
      icon: string,
      description?: string,
    }
  }
}

Methods

startTransaction(charge: Charge, metadata: Metadata): Promise<void>

This method allows you to pass a registered charge and accompanying metadata to the HelpDesk App. The payment modal will then be displayed to the customer, enabling them to complete the transaction. For more information on registering a charge, refer to the Billing API documentation.

const charge = {...} // Billing API charge object
const metadata = {
  icon: "https://icon.url";
  description: "This is a description of the transaction.";
  showBillingCyclePicker: true; // optional, use if you want to display the billing cycle picker to the customer
}

widget.startTransaction(charge, metadata);

Details widget (IDetailsWidget)

A type of widget that has access to the Chat Details context.

Events

ticket_info

Emitted when user opens a ticket within Tickets. The handler will get the ticket info object as an argument:

interface ITicketInfo {
  id: string;
  shortId: string;
  date: Date;
  createdBy?: string;
  updatedAt?: Date;
  updatedBy?: string;
  lastMessageAt?: Date;
  events: any[];
  requester: any;
  status: any;
  spam: any;
  subject: string;
  source: any;
  tagIds: string[];
  teamIds: string[];
  assignment: any;
  ratingRequestSent: boolean;
  totalRatings: number;
  rating?: any;
  ccs?: any[];
  draft?: any;
  integrations?: any;
  priority: any;
  followers: string[];
  childTickets: any[];
  parentTicket: any;
  customFields?: any;
}

Methods

getTicketInfo(): ITicketInfo | null

Gets the ticket info recorded most recently. Returns the ITicketInfo object, which is identical to the one emitted by the ticket_info event or null.

modifySection(section): Promise<void>

With this method, you can modify any custom section declared in the widget's opening state in Developers Console. The section argument should be an object implementing the section defintion interface, for example:

const section = {
  title: ‘My section’,
  components: [
    // …
    {
      type: ‘button’,
      data: {
        label: ‘My section button’,
        id: ‘section-button’
      }
    }
    // …
  ]
};

widget.modifySection(section);

The title of a given section has to match the one specified in the opening state. Otherwise, the section won't change. Also, the HelpDesk App ignores the commands without valid section definitions. Make sure that the definition you're sending is correct.

Fullscreen widget (IFullscreenWidget)

Events

This widget currently does not support any events.

Methods

setNotificationBadge(count: number | null): Promise<void>

Displays a red badge on top of the Fullscreen app icon. Use this to notify users there’s something important inside the widget. Make sure users can dismiss the notification to avoid cluttered UI.

Contributing

Pull requests are welcome. For major changes, please open an issue first, so we can discuss what you would like to change. Follow a Contributing guide for more details.

License

The code and documentation in this project are released under the MIT License.