Integrate Yeastar P-Series PBX System with a Helpdesk using Template

If your desired Helpdesk is not in the list of ready-made integrations, you can implement a custom integration via a Helpdesk integration template. This topic describes how to establish the integration.

Prerequisites

  • You have added a Helpdesk integration template.
  • You have obtained the necessary authorization information from the Helpdesk system according to its authentication requirements.
    Authentication Method Description
    None authentication Obtain the required integration information (such as API key or Webhook URL) if needed.
    Basic authentication Obtain the credential for authentication (such as username and password, or API key).
    OAuth2 authentication Obtained the PBX authentication information first (Path: Integrations > Helpdesk > Custom Helpdesk), then use the information to create an application on the Helpdesk system, and obtain the corresponding authorization information (such as client ID and client secret).
    Bearer Token authentication Obtained the credential for authentication (such as client ID and client secret).

Procedure

  1. Log in to PBX web portal, go to Integrations > Helpdesk.
  2. In the Helpdesk list, click the Helpdesk that you have added via a template.

  3. Complete the authentication according to the Helpdesk system's requirements.
    None authentication
    1. In the Settings section, enter the required information for integration.
    2. Click Save.
    Note: If no additional information is required, the Helpdesk integration will be completed once you click the Helpdesk.
    Basic authentication
    1. In the Settings section, enter the required credentials.
    2. Click Save.
    OAuth2 authentication
    1. In the Authorization section, enter the authorization information obtained from the application created in the Helpdesk system.
    2. Click Save.

      A new browser page will be launched to request for Helpdesk data access permission.

    3. Accept the request to allow the PBX to access data in your Helpdesk account.

      On the PBX configuration page, a pop-up window displays the authentication result.

    4. Click OK to confirm.

      The Status field displays Connected, indicating that the Helpdesk integration is successfully set up.

    Bearer Token authentication
    1. In the Settings section, enter the required credentials.
    2. Click Save.
  4. Associate Helpdesk users with PBX extensions.

    If the Helpdesk requires the association of Helpdesk users with PBX extensions to access the integration functionalities, complete the following settings.

    1. On the Helpdesk integration page, click to synchronize the latest list of Helpdesk users.

    2. Associate the Helpdesk users with PBX extensions.
      Associate automatically
      If users bind the same email address to their Helpdesk accounts and PBX extensions, you can implement automatic association of their Helpdesk accounts and PBX extensions as follows:

      1. Click the Associate Automatically button.
      2. On the pop-up window, click OK.
      Associate manually
      If the user binds different email addresses to their Helpdesk account and PBX extension, you need to manually associate the user's Helpdesk user account and PBX extension.

      1. In the Extension field beside the Helpdesk user, click .
      2. In the pop-up window, select the desired user's extension(s).
      3. Click Confirm.
    3. Click Save.