https://github.com/austinsonger/googleform-2-zendesk

This code is designed to automate the process of handling responses from a Google Form submission, creating a document based on a template, and generating a ticket in Zendesk (a customer service software).
https://github.com/austinsonger/googleform-2-zendesk

google-app-script google-apps-script

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This code is designed to automate the process of handling responses from a Google Form submission, creating a document based on a template, and generating a ticket in Zendesk (a customer service software).

• Host: GitHub
• URL: https://github.com/austinsonger/googleform-2-zendesk
• Owner: austinsonger
• License: apache-2.0
• Created: 2023-11-16T06:15:08.000Z (about 1 year ago)
• Default Branch: main
• Last Pushed: 2023-11-16T07:09:51.000Z (about 1 year ago)
• Last Synced: 2024-11-21T05:25:55.847Z (2 months ago)
• Topics: google-app-script, google-apps-script
• Language: JavaScript
• Homepage:
• Size: 445 KB
• Stars: 0
• Watchers: 2
• Forks: 0
• Open Issues: 0
• Metadata Files:
  • Readme: README.md
  • License: LICENSE

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README

        
# GoogleForm-2-ZenDesk

### Purpose of the Code

This code is designed to automate the process of handling responses from a Google Form submission, creating a document based on a template, and generating a ticket in Zendesk (a customer service software).

##### Starting Point - onFormSubmit Function:

   - This function is triggered when a form is submitted.

   - It first checks if the form submission is valid. If not, it logs a message and stops.

   - It then collects the responses from the form and stores them in a structured format (`formData`).

##### Processing Form Responses:

   - The code loops through each response, categorizing them based on their title (like 'Type of Ticket' and 'Ticket Owner').

   - It identifies if the ticket is a 'Change' type and stores the relevant information.

##### Validation Check:

   - It checks if essential information like 'Type of Ticket' and 'Ticket Owner' is present. If not, it logs a message and s

##### Document Creation and Updating:

   - The code then uses a function (`createGoogleDocFromTemplateInSharedDriveFolder`) to create a Google Document from a template. This document is named and stored in a specific folder.

   - It replaces placeholders in the document with the actual form data.

   - The document title is updated with details like the type of ticket, ticket owner, and ticket ID.

##### Zendesk Ticket Creation:

   - A Zendesk ticket is created using the `createZendeskTicket` function.

   - This function constructs a ticket with a subject and a message body containing a link to the Google Document.

   - If the ticket type is 'Access Request', it sets a specific ticket status.

##### Spreadsheet Logging:

   - The `getSpreadsheetUrl` function is used to log the URL of a spreadsheet where form responses might be recorded.

##### Additional Functions:

   - `updateTicketStatus`: Updates the status of a Zendesk ticket.

   - `updateGoogleDocTitle`: Updates the title of the Google Document.

   - `getTemplateIdByTypeOfTicket`: Determines the template ID based on the type of ticket.

  

  

##### Security Note

The code includes sensitive information like a Zendesk token and email addresses, which should be securely managed.