Thankful only requires the ability to see and reply to tickets and see reports, and does not require most other access within Kustomer. The following are the steps to create a custom user role for Thankful that provides only the access it requires.
To create a custom role:
When setting up the custom role, enable the required permissions described here.
Next you’ll need to provision a seat for Thankful using this new role. Be sure that:
To help you integrate Kustomer with Thankful, we’ve written step-by-step instructions. Follow along with the step-by-step instructions below.
Go to Integrations.
Click “+ Add Helpdesk Integration” and select Kustomer, then hit the blue “Add Helpdesk Integration” button. Take note of the generated Request URL, which we’ll need soon.
Under Support Email, enter the email address you use to receive emails in
Kustomer, e.g. it could be
firstname.lastname@example.org. If unsure, you can find this in
your Kustomer dashboard under Settings -> Email.
In your Kustomer dashboard, navigate to Settings in the sidebar (represented by the gear icon). Click Workflows, then Create New Workflow. Name your workflow something identifiable, such as “Notify Thankful.” Create a trigger with Trigger App set to Kustomer and the Trigger Event set to Message Create as shown in the below screenshot. This will notify Thankful each time a customer messages you, so Thankful can reply.
Below that you’ll add an action. The Action App is again Kustomer, but
the Action Trigger is Rest Api Generic. Add your request URI Thankful
generated in step 2 to the URI field. Set the Method field to
click the data field and select Message Create from the dropdown that
appears, then select Conversation. You’ll see something like the following
Navigate back to the Settings tab in the sidebar (the gear icon). Click API Keys, then New API Key. Name it something descriptive, like “Thankful” and select the org.user role. Copy the token and paste it into Thankful’s integration page for your Kustomer integration in the API Key field.
After inserting your Kustomer API key, click “Save” in Thankful under the Kustomer integration. Congratulations, you’ve integrated Kustomer!