Installation

Prerequisites

Before installing the Payline Zendesk application, ensure you have:- Administrative access to your Zendesk instance- An account on SequenceShift platform (requires active AWS Marketplace subscription)- Your Payline instance name- Your Payline Iframe URL (ending with /saml or /openid)

Installation Steps

Click Install on the Payline app page in the Zendesk Marketplace. You can install this application multiple times if required.

Fill in the following required fields:

• Title: The name you want this Payline application to be displayed as in your Zendesk environment
• Instance: Enter the instance name you wish to use
• Payline URL: Enter your Payline URL (must end with /saml or /openid)

Note: Request mapping and response mapping fields have specific formatting rules that are covered in the Settings section below. You can leave these blank during installation and configure them later.

Settings

Settings Overview

| Setting | Description ||---------|-------------|| Title | The name you want this Payline application to be displayed as in your Zendesk environment || Payline URL | The Payline URL associated with your organization || Instance | Your Payline instance name || Request Parameters | Multi-line text input defining request parameters sent to Payline (format: parameter_name: value) || Response Parameters | Multi-line text input defining how response data maps to Zendesk ticket fields (format: ticket_field: json_path) || App Height | Height of the iframe in pixels (default: 890px) || Debug | Enable to display agent information and JSON responses for troubleshooting |

Request Parameters

Request parameters define which data is sent to your Payline instance when the iframe loads. Each line represents a single parameter included in the request.

Format

parameter_name: parameter_value

Each new line creates a new parameter in the request.

Dynamic Values

To include data from your Zendesk organization, prefix the field reference with a dollar sign ($). This retrieves the value dynamically from Zendesk.

Examples:cardholder_name: $ticket.requester.namecustomer_reference_number1: $ticket.organization.id

Static Values

For fixed values that don't change, enter the value without the $ prefix.

Examples:payment_button_name: PAY NOWdisplay_customer_reference_number1_field: 0

Complete Example

cardholder_name: $ticket.requester.namecustomer_reference_number1: $ticket.group_idmerchant_reference: 123crn1_field_name: Reference Number

In this example, the cardholder name and customer reference number are pulled dynamically from the ticket, while the merchant reference and field name are static values.

Response Parameters

Response parameters allow you to automatically populate Zendesk ticket fields with data returned from your Payline instance. Each line defines where a value from the JSON response should be stored in your ticket.

Format

ticket_field: json_path

Each new line creates a new field mapping.

Native Ticket Fields

For standard Zendesk ticket fields (e.g., subject, status, priority), enter the field name directly.

Examples:subject: $.response_textstatus: $.approved

Custom Ticket Fields

For custom ticket fields, use the field ID prefixed with a dollar sign ($). You can find field IDs in your Zendesk admin settings under Ticket Fields.

Examples:$360012345678: $.currency$360087654321: $.amount

JSON Path

The right side of the mapping specifies the path to extract the value from the JSON response using dot notation.

Example JSON Response:json{ "user_id": "306ef-04f2-asd09-as2-oin6-oof42", "service": "payline", "response_code": "00", "response_text": "Payment Approved", "approved": true, "transaction_reference": "1709719724", "txn_reference": "12394653402", "transaction_type": "PURCHASE", "crn1": "123", "payment_date": "2000-00-01 00:00:24.492439688 +1100 AEDT", "amount": "100", "currency": "USD", "sequenceshift_transaction_reference": "365xVmSKis8hasdn8Xaal9"}

Corresponding Mapping:subject: $.transaction_referencestatus: $.response_text$360012345678: $.response_code$360087654321: $.amount$360099887766: $.currency

Native fields (subject, status) are referenced by name, while custom fields use their field IDs with the $ prefix.

Debug Mode

Debug mode provides additional diagnostic information within the iframe for troubleshooting and testing purposes.

What Debug Mode Shows

When enabled, the iframe displays:- Agent Information: Details about the current Zendesk agent viewing the iframe- JSON Response: The complete JSON response received from Payline after a payment has been processed

Usage

Enable debug mode during initial setup, testing, or when troubleshooting issues with your integration. It's recommended to disable debug mode in production environments once your configuration is working as expected.

Further Information

For further information refer to SequenceShift Payline Zendesk Application Setup Guide.