snappyconfirm

Python Flask-based app for phone driven notification and confirmation of Snappy helpdesk tickets. Uses Snappy webhooks (see documentation) to listen for a ticket.created event. Utilises a Twilio outbound phone call to read new ticket out to on-call staff member. Very simple hack, be gentle!

Requirements

Python prereqs are maintained in requirements.txt but are roughly:

Flask (which relies on Werkzeug and Jinja2)
twilio-python

Other prereqs are:

Snappy account - signup
Twilio account - signup

Environment Setup

Twilio has an awesome dev-environment setup guide for Flask and Twilio which we won't bother repeating. Just read it and follow along.

Production Setup

You need something to run Flask app in for production. We recommend the nginx and uWSGI combo detailed here.

Config

Don't forget to update the Twilio account details and the server Twilio must callback to for its XML file.

Run it!

$ python snappyconfirm.py

Its now running on http://yourserver:5000/ticket/created

Software is never done, just shipped.

This app is unsupported but pull-requests are always welcome. Enjoy!

Snappy Data Structure Examples

ticket.created

data = {u'ticket': {u'account_id': 1,
         u'created_at': 1366833953,
         u'created_via': u'email',
         u'default_subject': u'Hook test from email',
         u'first_staff_reply_at': None,
         u'id': 9999,
         u'last_reply_at': 1366833953,
         u'last_reply_by': u'customer',
         u'mailbox_id': 9999,
         u'next_recipients': u'{"cc":["Your Support &lt;support@example.com&gt;"],"bcc":[],"to":["Your Customer &lt;customer@example-customer.com&gt;"]}',
         u'opened_at': 1366833953,
         u'opened_by_contact_id': 2,
         u'opened_by_staff_id': None,
         u'opener': {u'account_id': 2,
                     u'address': u'customer@example-customer.com',
                     u'created_at': u'2012-12-10 14:47:51',
                     u'first_name': u'Your',
                     u'id': 37,
                     u'last_name': u'Custoemr',
                     u'provider': u'email',
                     u'updated_at': u'2012-12-10 14:47:51',
                     u'value': u'customer@example-customer.com'},
         u'status': u'waiting',
         u'summary': u'Just testing...\r   Mike',
         u'tags': [],
         u'updated_at': u'2013-04-24 20:05:53'}}

License

westerncapelabs/snappyconfirm

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