Kapture

Effortlessly sync tickets, automate resolution tracking, and manage conversations within LimeChat CRM using Kapture's API integration.

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1. How to setup/enable Kapture Integration

Overview

LimeChat seamlessly integrates with Kapture, enabling users to:

• Fetch ticket status using Kapture's API for automating ticket resolution tracking in LimeChat's Helpdesk.

• Raise tickets directly via LimeChat CRM.

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Steps to setup integration

Step 1: Generate an Authentication Token

To use the APIs, an Authentication Token must be generated using the following credentials:

• DOMAIN

• PULL_API_KEY

• PUSH_API_KEY

• GET_TICKET_API_KEY

Step 2: Ticket Pull API Configuration

Purpose: Retrieve information on specific tickets (start date and end date are mandatory).

Steps:

1

Navigate to Configuration → API Configuration → Select Ticket API → Click on Ticket Pull API.

2

Enter the API name to create an API request.

3

Select mandatory fields (start and end date) along with additional required parameters to generate the API URL.

4

Assign the Auth Key to the API before generating the request.

5

The created API will be listed under the API Information section.

6

Each API request is created along with an Auth Key to pass the URL.

Step 3: Ticket Push API Configuration

Purpose: Push ticket data into the database (title is mandatory for ticket creation).

Steps:

1

Navigate to Configuration → Partner Configuration → API Configuration → Select Ticket API → Click on Ticket Push API.

2

Enter the API name to create an API request and set the key expiry date.

3

Select mandatory required fields along with additional parameters to generate the API URL.

4

Each API request is created along with an Auth Key to pass the URL.

Step 4: Get Ticket API Configuration

Purpose: Retrieve a list of tickets using various parameters (ticket ID is mandatory).

Steps:

1

Navigate to Configuration → Partner Configuration → API Configuration → Select Ticket API → Click on Get Ticket API.

2

Enter the API name to create an API request and set the key expiry date.

3

Select mandatory required fields along with additional parameters to generate the API URL.

4

Each API request is created along with an Auth Key to pass the URL.

Step 5: Connect Kapture with LimeChat CRM

1

Copy and paste the API keys into Settings → Integrations → CRM Partners → Kapture in LimeChat HelpDesk.

2

Enter the following details:

• Domain

• Pull API Key

• Push API Key

• Get Ticket API Key

3

Once these values have been correctly updated, the integration setup is complete.

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2. Scope of Integration

Features and Capabilities:

1. Ticket Creation from LimeChat CRM

   • Users can create a Kapture ticket using existing ticket values in LimeChat CRM.

2. Conversation Sync

   • When a Kapture ticket is created, a dump of the LimeChat conversation is shared with the ticket.

Feature Overview

How to Create Tickets:

1

Navigate to Tickets in LimeChat CRM.

2

Open any ticket.

3

Once the integration is set up and live, users will see Kapture under 'CRM Tickets'.

4

Click the + icon → A form appears → Fill in the required details → Submit the form to create a Kapture ticket.

5

Once created, a link to the Kapture ticket will appear in the same section, allowing easy access.

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Data Being Passed to Kapture

1. Dump of Conversation

2. Tags/Label Data

3. Contact Sync

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