Helpdesk Integration Web Part¶

The Helpdesk Integration Web Part connects to your company Helpdesk ticketing system to present helpdesk tickets either raised by you or assigned to you. This provides you with a fast way to find your assigned work without leaving your intranet portal.

In order to use this web part, you must have a licence for Helpdesk Connectivity, and a connection to your helpdesk service set up in the MyMercury portal.

Note

Currently, this web part only supports the following Helpdesk systems:

Freshdesk
Freshservice
ServiceNow
TopDesk
ZenDesk

Configuration¶

The following configuration options are available in the web part:

Setting	Description
Items per Row	Control how many tickets appear per row in the list of tickets
Show Tickets assigned to the current user
Show Tickets created by the the current user
Highlight tickets by priority colours	If off, tickets are coloured by the site theme, when switched on the tickets are coloured by their priority
Hide the sorting options	Turns off the sorting dropdowns
Button Label	Label to show in the button that appaers below tickets
Button Link	Link to navigate to when the button is clicked

Note

In order to display a button below tickets, you must provide both a label AND a link.

Mercury Command Bar Extension¶

This web part is also available as a Command Bar Extension for Mercury, so you can view the status of your tickets anytime you are anywhere in your Mercury Intranet portal.

To configure the Command Bar Extension, first ensure the MyMercury Integration app is either added to the Mercury Intranet sites, or is globally deployed from the Tenant App Catalog.

Then, from the Command Bar Configuration Panel, open the Extensions manager and add the following entry:

Setting	Value
Extension Id	`59cb2127-41dd-44ba-9cc1-a443c71a438c`
Settings	`{}`

The configuration options available for the Command Bar Extension are the same as available in the web part, and are set by crafting a JSON string that is set in the Settings section of the Extension Manager.

The configuration options available are as follows:

Setting Key	Description	Example Configuration
`created`	Shows tickets raised by the current user	{ "created": true }
`assigned`	Shows tickets assigned to the current user	{ "assigned": true }
`priorityColours`	Highlight tickets by their priority	{ "priorityColours": true }
`buttonLabel`	Label to show in the button that appaers below tickets	{ "buttonLabel": "Helpdesk Portal" }
`buttonLink`	Link to navigate to when the button is clicked	{ "buttonLink": "https://myhelpdesk.com" }

To switch everything on, combine the settings into a single JSON string:

{
  "created": true,
  "assigned": true,
  "priorityColours": true,
  "buttonLabel": "Helpdesk Portal",
  "buttonLink": "https://myhelpdesk.com"
}