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Contact Management Project setup/removal

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What this covers

This training page will detail how to work requests to setup a contact management project.

The setup can be broken down into 3 stages:

For removals, see Removal

Intro stage

In this stage, a customer has requested to have a contact management project setup via a Support Ops ticket. Before we can begin the setup, we need to confirm with the requester which user(s) will be the ones able to edit the contacts.yaml file. To do this, use the macro Support::Support Ops::Contact management intro.

Once the requester has confirmed the user(s) who will be maintaining the contacts.yaml file, you need to ensure the users provided are associated to the organization currently. If they are not, you should associate them to the organization first.

After doing so, you will need to get a list of the organization's current contacts for use in the setup stage.

After doing so, you are good to move to the Setup stage.

Jason Pro-tip

I would recommend exporting them as a CSV file via Advanced search. With the CSV file downloaded, you could then run the following code via terminal to change the CSV format into the YAML format you will need later:

awk -F',' '{if ($1!="Query"&&$1!=""&&$1!="\"name\"") {print "- name: "$1"\n  email: "$2}}' csv_file

This will work the majority of the time and make it a bit easier down the line.

Setup Stage

This is where you setup the project. It can be divides into:

Project creation

For organizations without an existing collaboration project, we create all contact management projects within the zd-global-orgs group.

  1. Navigate to that group and click the blue New project button at the upper right part of the page.
  2. Select Create from template
  3. Click the Group tab
  4. Click the blue Use template button to the right of Contact Management Project Template
  5. Set the Project name to Organization XXXX (replacing XXXX with the Zendesk Organizaton ID)
    • Ensure the Project slug is organization-xxxx (replacing xxxx with the Zendesk Organizaton ID)
  6. Click the blue Create project button

After creation the project, you need to double check all settings are accurate. In theory, the template project will handle that, but it always best to be sure.

The items to check are:

After everything looks good to go, make sure to copy the project's ID. You'll need it in the next step.

For organizations with an existing collaboration project

These are a bit trickier and can require a ton of back and forth. For the time being, please assign these to a Support Operations Manager to work.

Webhook setup

Next, you'll need to setup the webhook for the project. To do this, navigate to Settings > Webhooks on the project.

You then need to create a new webhook using the following information:

Once all that is in place, click the blue Add webhook button.

Files setup

Next, you will add the contact's and add the organization ID to the contacts.yaml file of the project.

Every contact within that file uses the format:

- name: NAME_OF_CONTACT
  email: EMAIL_OF_CONTACT

Where NAME_OF_CONTACT is the contact's name and EMAIL_OF_CONTACT is the contact's email. Both are required, so if you do not know the NAME_OF_CONTACT, use the EMAIL_OF_CONTACT value.

An example of a working and valid contacts.yaml can be found here.

You should ensure the contacts listed matching what the Zendesk organization currently has in place.

Once that is all setup, commit the changes to the file (this will kick off a sync pipeline on ops.gitlab.net).

User invites

Next, you need to invite the user(s) who will maintain the contacts.yaml file. You should have a list of who to invite from your previous work in the ticket.

To invite the users, do the following:

  1. Click Project information on the top-left hand side of the page
  2. Click Members on the top-left hand side of the page (under Project information)
  3. Click the blue Invite members button at the top-right hand side of the page
  4. Enter the email(s) to use under the Username or email address text box
  5. Under Select a role, select Developer
  6. Click the blue Invite button on the bottom-right of the modal

Organization update

Finally, update the organization within Zendesk. You want to set the Contact Management Project ID field to have the project ID.

Final stage

With all of that done, the final part is to update the ticket using the macro Support::Support Ops::Contact management project setup.

From there, the user might come back with questions or a need for assistance. Do your best to guide them and assist them however you can. If you get stuck, reach out in the support operations slack channel.

Removal

To remove the setup, simply delete the project in question. Doing so will effectively remove the contact management sync for the organization completely.

NOTE If the customer is over 30 contacts at the time of the removal request, ask the customer to use the contact management project to lower their contact numbers down to 30 first (as that is the limit for organization contacts when not using a contact management sync project).

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