Installing And Configuring The Google Drive App

The Google Drive integration allows users to attach different-sized files directly from their Google Drive account to tickets and knowledge base articles.

Key Features:

1. Has access to all files and folders and can view them.
2. Search the files in Google Drive from BoldDesk.
3. Upload the files to Google Drive from BoldDesk.
4. Agent Portal - Attach the files to a ticket when creating, adding replies to ticket, private notes, and public notes.
5. Customer Portal - Attach the files to a ticket when creating and adding replies to ticket.
6. Attach the files to knowledge base articles.

Check out this video tutorial

How to install and configure Google Drive Integration

There are three steps to integrate Google Drive with BoldDesk, namely:

1. Register a Google Drive app.
2. Install the Google Drive in BoldDesk.
3. Attach the files to tickets from Google Drive.

Register a Google Drive app

1. Sign in to the Google Developer Console.
2. Click the Select a project option in top left corner and then click NEW PROJECT at top right of the dialogue box.

3. Enter the Project Name and Location, and then click Create.

4. To run the app, open the created project and add the Google Drive API and Google Picker API.
5. To access the API library, follow these simple steps:
   • Click the Enable APIs and Services button.
   • Search for the Google Drive API and the Google Picker API.
   • Click the ENABLE button on each, to enable both services.

6. Go to the Credentials Click CREATE CREDENTIALS at the top, and then choose the API Key option. You can generate an API key here.

7. To add Google Drive Integration in BoldDesk, copy the API key.

8. To generate a client ID, click CREATE CREDENTIAL and choose the OAuth Client ID

9. Click the CONFIGURE CONSENT SCREEN button and select the External Then, click the CREATE button.

10. Enter the App name and the User support email under the App Information

11. Enter the authorized domain under the Authorized domains option.
12. Enter the developer email under the Developer contact information option and click the SAVE AND CONTINUE

13. To add users, click the ADD USERS button under Test users.
14. Next, do the remaining steps and click the Save You’ll be taken back to the previous screen.

15. Click the CREATE CREDENTIALS button at the top left of tab again. Select the OAuth client ID option and click the Web application option under the Application type option.

16. Enter your BoldDesk domain name (e.g., https://test.example.com) by clicking the ADD URI button under both the Authorized JavaScript origins field and the callback URL in the Authorized redirect URIs.
17. Click the CREATE button to generate the Client ID and copy it.

Install and configure the Google Drive app in BoldDesk

1. Sign in to BoldDesk.
2. Click the Admin menu > Marketplace
3. Search for and select the Google Drive

Click the Install.

4. In the Account tab, enter your API key and OAuth client ID which you copied while creating the Google drive app and click Next.

5. In the Permission tab, select the roles for those who can access this Google Drive feature under the App Permission options, and click Save.

Attach the files to ticket from Google Drive

1. In the ticket text editor (Reply and Notes) page, click the Google Drive This prompts the file selection window to appear.

2. Search and choose the files you want to attach to a ticket.

3. After attachment, the file can be viewed in the file tab.

Attach the files to KB article

1. In the KB text editor (create and edit), click the OneDrive button. As a result, the file selection window will appear.

   

2. Search for and choose the files you want to attach to KB article.

   

3. After attachment, the file can be viewed in the file tab.

   

FAQ

1. What should I do if a warning message such as ” Google hasn’t verified this app” appears in Oauth Consent Screen?

To remove this message, submit the app for verification. Use the following links to submit the app.

https://support.google.com/cloud/answer/9110914?hl=en#zippy=%2Csteps-to-submit-your-app

https://support.google.com/cloud/answer/7454865?hl=en&ref_topic=3473162#unverified-app-screen

2. What should I do if an error message such as ” Redirect URI mismatch” appears?

1. Click the Credentials tab and edit the OAuth 2.0 Client IDs.
2. Enter your BoldDesk domain name (e.g., https://test.example.com) by clicking the ADD URI buttons on both the Authorized JavaScript origins and the callback URL in Authorized redirect URI.

Note: If you have a custom domain URL, you should add it.

3. What happens if I share a private file?

The user won’t be able to access the private file if you shared it. In such a scenario, you should provide those users with permissions to access the file.