AlertOps and Pipedrive

Pipedrive is a sales management tool catered to the needs of people doing the actual selling. Important updates in a Pipedrive sales object (deal, product, stage etc.) can be dispatched and routed to the right person, right team using AlertOps advanced features.

AlertOps’ alert management system can be integrated with Pipedrive to receive and respond to all (predefined status mappings) alerts through email, SMS, push notification or phone alerts. AlertOps would ensure that the updates would reach the appropriate team by using proper workflows, escalation policies and schedules. Based on your ruleset, incidents can be automatically opened and closed, depending on what update Pipedrive reports on a sales object

The above scenario and scope for integration is due to the fact that AlertOps has a very flexible and simple API/Webhook configuration feature that can be leveraged with Pipedrive's update and corresponding notification functionality.

AlertOps - Inbound Integration

We can define some rulesets in AlertOps so that Pipedrive can send out sales updates/alerts to the AlertOps platform. AlertOps would ensure based on these notifications received, that it would always reach out and assign to the correct person/team by utilizing its escalation policies, schedules, and workflow features.

AlertOps provides Inbound Integrations to integrate with numerous monitoring, chat and ITSM (and other) tools. You can configure an inbound integration for Pipedrive alerts.

At a high level this is how the flow looks like, you define an API integration in the AlertOps platform by defining settings like Integration Name, Escalation rules, recipient users/groups. Once an integration is defined, a unique API URL is generated. This acts as webhook or the gateway through which notifications from Pipedrive reach AlertOps and thus an incident/alert is created correspondingly. The API can be defined with various settings like URL mappings, filters, escalations etc. as required.

Configure Inbound Integration in AlertOps

1. Navigate to Configuration àIntegrations àAdd API Integration à API Integration Detail page.
2. Select Pipedrive,
3. Once you select the integration, you can then specify basic settings like the integration name, escalation policy, names of the recipients/groups for which the alerts must be assigned to.
4. Once you click save, the API Integration will be created, and you will be given a unique URL which acts as the access point and needs to be configured at the source (in this case Pipedrive), to send alerts. You can find the integration you just created, and you can give advanced settings and define various configurations for the alerts to be received and processed. For example, you can define when to open and close alerts based on the payload obtained from the API call, filters etc.
5. Make a note of the API URL, which will be used in Pipedrive, so it calls a HTTP POST request to this URL with the body in JSON format containing the alert specific information. AlertOps automatically creates an alert when the status variable (meta^action) contains 'added' or 'merged'. The incident will also be closed automatically when the status 'deleted' is received (and updated when "updated" is received). 
6. You can similarly define Rules for Opening and Closing Alerts as you want in Advanced settings, owing to the flexibility provided by AlertOps’ OpenAPI/Plug-and-Play integrations. You can provide other filters and match with regex expressions as well. You can also test the generated URL with sample data.

Configure Integration in Pipedrive 

To create a webhook in Pipedrive to send out event updates to AlertOps,

1. Under your profile, go to 'Tools and Integrations'
2. Under tools, select 'Webhooks'
3. For Event Action and Event Object select *
4. For Endpoint URL, paste the AlertOps Inbound Integration API URL,

Thats it! You have configured a webhook endpoint. Any sales update event would now send an alert to AlertOps for incident management.

Message logs, alert specific information can be viewed in the “Inbound Log” section in AlertOps Dashboard. Alerts can be viewed in the ‘Alerts’ tab as well.

Alert Triggering Information

AlertOps will automatically create an incident when a new alert is received from Pipedrive when the meta^action field contains "added" or "merged".

If an alert with status "added" or "merged" matches an existing Open Alert (based on sourceID), AlertOps will recognize the new alert as a duplicate and ignore the alert.

The alert will be recorded in the Inbound Messages table as “Mapped Appended.”

AlertOps will automatically close the same incident when an alert with meta^action contains "deleted".

References

AlertOps Integration Guides

General Restful API Guide

Pipedrive Docs