Add Utterance with wit.ai API on New Ticket Created from Freshdesk API

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Trigger workflow on

New Ticket Created from the Freshdesk API

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Add Utterance with the wit.ai API

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Getting Started#

This integration creates a workflow with a Freshdesk trigger and wit.ai action. When you configure and deploy the workflow, it will run on Pipedream's servers 24x7 for free.

Select this integration
Configure the New Ticket Created trigger
1. Connect your Freshdesk account
2. Configure timer
Configure the Add Utterance action
1. Connect your wit.ai account
2. Configure Text
3. Optional- Configure Out of Scope
Deploy the workflow
Send a test event to validate your setup
Turn on the trigger

Details#

This integration uses pre-built, source-available components from Pipedream's GitHub repo. These components are developed by Pipedream and the community, and verified and maintained by Pipedream.

To contribute an update to an existing component or create a new component, create a PR on GitHub. If you're new to Pipedream component development, you can start with quickstarts for trigger span and action development, and then review the component API reference.

Trigger#

New Ticket Created on Freshdesk

Description:Emit new event when a ticket is created. [See the documentation](https://developers.freshdesk.com/api/#filter_tickets)

Version:0.0.5

Key:freshdesk-new-ticket

View on GitHub

Freshdesk Overview#

The Freshdesk API empowers you to interact programmatically with your customer support platform, creating possibilities for automating repetitive tasks, integrating with other services, and enhancing customer experiences. With Pipedream, you can effortlessly connect Freshdesk to a multitude of apps, tapping into triggers and actions that streamline workflows. For instance, you can automate ticket creation, sync customer issues with a CRM, or trigger notifications based on ticket updates, all within a serverless environment.

Trigger Code#

import freshdesk from "../../freshdesk.app.mjs";
import moment from "moment";
import { DEFAULT_POLLING_SOURCE_TIMER_INTERVAL } from "@pipedream/platform";

export default {
  key: "freshdesk-new-ticket",
  name: "New Ticket Created",
  description: "Emit new event when a ticket is created. [See the documentation](https://developers.freshdesk.com/api/#filter_tickets)",
  version: "0.0.5",
  type: "source",
  props: {
    freshdesk,
    timer: {
      type: "$.interface.timer",
      default: {
        intervalSeconds: DEFAULT_POLLING_SOURCE_TIMER_INTERVAL,
      },
    },
    db: "$.service.db",
  },
  dedupe: "unique",
  async run() {
    const data = [];
    let lastDateChecked = this.freshdesk.getLastDateChecked(this.db);
    if (!lastDateChecked) {
      lastDateChecked = new Date().toISOString();
      this.freshdesk.setLastDateChecked(this.db, lastDateChecked);
    }
    const formatedDate = lastDateChecked.substr(
      0,
      (lastDateChecked + "T").indexOf("T"),
    );
    const tickets = await this.freshdesk.filterTickets({
      query: `"created_at:>'${formatedDate}'"`,
      page: 1,
    });
    for await (const ticket of tickets) {
      data.push(ticket);
    }
    data &&
      data.reverse().forEach((ticket) => {
        this.freshdesk.setLastDateChecked(this.db, ticket.created_at);
        if (moment(ticket.created_at).isAfter(lastDateChecked)) {
          this.$emit(ticket, {
            id: ticket.id,
            summary: `New Ticket (ID: ${ticket.id})`,
            ts: Date.parse(ticket.created_at),
          });
        }
      });
  },
};

Trigger Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI and CLI.

Label	Prop	Type	Description
Freshdesk	`freshdesk`	`app`	This component uses the Freshdesk app.
	`timer`	`$.interface.timer`
N/A	`db`	`$.service.db`	This component uses `$.service.db` to maintain state between executions.

Trigger Authentication#

Freshdesk uses API keys for authentication. When you connect your Freshdesk account, Pipedream securely stores the keys so you can easily authenticate to Freshdesk APIs in both code and no-code steps.

About Freshdesk#

Customer support software

Action#

Add Utterance on wit.ai

Description:Add a sample utterance to train your app with an intent. [See the documentation](https://wit.ai/docs/http/20240304#post__utterances).

Version:0.0.1

Key:wit_ai-add-utterance

View on GitHub

wit.ai Overview#

Wit.ai API enables your apps to process natural language and understand human commands contextually. With it, you can build conversational interfaces, decipher intent from text or voice inputs, and train your model to improve recognition. Pipedream provides a seamless platform to trigger workflows using this API, allowing the automation of tasks based on language cues. It's perfect for crafting custom bots, enhancing customer service, or streamlining internal operations by interpreting human requests and taking action accordingly.

Action Code#

import app from "../../wit_ai.app.mjs";
import utils from "../../common/utils.mjs";
import constants from "../../common/constants.mjs";

export default {
  key: "wit_ai-add-utterance",
  name: "Add Utterance",
  description: "Add a sample utterance to train your app with an intent. [See the documentation](https://wit.ai/docs/http/20240304#post__utterances).",
  version: "0.0.1",
  type: "action",
  props: {
    app,
    text: {
      type: "string",
      label: "Text",
      description: "The text (sentence) you want your app to understand.",
    },
    outOfScope: {
      type: "boolean",
      label: "Out of Scope",
      description: "To train your app to recognize utterances that it should not handle set this to `true`.",
      optional: true,
      default: false,
      reloadProps: true,
    },
  },
  async additionalProps() {
    if (this.outOfScope === true) {
      return {};
    }

    const data = await this.app.listIntents();
    const intents = data.map(({ name }) => name);
    const intentOptions = intents.concat(Object.values(constants.BUILTIN_INTENTS));

    return {
      intent: {
        type: "string",
        label: "Intent",
        description: "The name of the intent you wish to create or train.",
        options: intentOptions,
      },
      entities: {
        type: "string[]",
        label: "Entities",
        description: "The list of entities appearing in this sentence, that you want your app to extract once it is trained. Each entity must be a JSON string with the following properties:\n- `entity` (string, required): The entity name, including the role (e.g., `temperature:temperature` or `wit$temperature:temperature`).\n- `start` (integer, required): The starting index within the text.\n- `end` (integer, required): The ending index within the text.\n- `body` (string, required): The span of the text for the entity.\n- `entities` (array, required): List of entities found within the composite entity.\n\nExample: `{\"entity\":\"wit$temperature:temperature\",\"start\":19,\"end\":26,\"body\":\"34 degrees\",\"entities\":[]}`",
        optional: true,
      },
      traits: {
        type: "string[]",
        label: "Traits",
        description: "The list of traits that are relevant for the utterance. Each trait must be a JSON string with the following properties:\n- `trait` (string, required): The trait name. This can be a trait you created, or a built-in one. i.e `faq` or `wit$sentiment`.\n- `value` (string, required): The value for the trait, e.g. `positive`.\n\nExample: `{\"trait\":\"wit$sentiment\",\"value\":\"neutral\"}`",
        optional: true,
      },
    };
  },
  methods: {
    addUtterance(args = {}) {
      return this.app.post({
        path: "/utterances",
        ...args,
      });
    },
  },
  async run({ $ }) {
    const {
      addUtterance,
      text,
      intent,
      entities,
      traits,
    } = this;

    const response = await addUtterance({
      $,
      data: [
        {
          text,
          intent,
          entities: utils.parseArray(entities),
          traits: utils.parseArray(traits),
        },
      ],
    });

    $.export("$summary", "Successfully added an utterance to your app.");
    return response;
  },
};

Action Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI.

Label	Prop	Type	Description
wit.ai	`app`	`app`	This component uses the wit.ai app.
Text	`text`	`string`	The text (sentence) you want your app to understand.
Out of Scope	`outOfScope`	`boolean`	To train your app to recognize utterances that it should not handle set this to `true`.