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Home > How to integrate SnapEngage with Desk.com v2

Categories: Integrations & Plugins

(Last Updated On: February 14, 2018)

You can configure SnapEngage to send chat transcripts and offline requests directly to Desk.com.

Follow the steps below to configure your Desk.com integration.

Please make sure that you have pop-ups enabled on your computer.

Step 1: Set up Desk.com in SnapEngage

First, log into your SnapEngage Admin Dashboard. Click into the “Integrations” tab, then click on the Desk.com icon.

desk1 On the next screen, enter you Desk.com domain name.

desk2 Next click on ‘Connect to my Desk.com account’

desk3 You will see a pop-up window with Desk.com authentication, if you are not connected to Desk.com enter your credentials.

In the next screen you will need to enable ‘Grant access’ and click on ‘ok’.

desk4 Once access is allowed, if the connection is good you will see the word ‘Connected’ and your settings will be saved.

desk5 You can stop here or press on the ‘Advanced’ and you will see the next options.

Step 2: Configure Integration

How should SnapEngage Update your Desk.com Customer?

Choose how you want your existing Contacts to be updated.

desk6

When should transcripts be sent?

Select when you would like a chat transcript to be sent to your Desk.com.

desk7

Receive an additional copy by email?

Enter an email address and select whether you would like to receive there off line requests, live chat transcripts, or both.

desk8

Custom Mappings

You can configure custom field mappings to populate data in your Desk.com system with details from SnapEngage.

desk9 In this example, you can see 6 different custom mappings to Desk.com fields.

Mappings 1,2 – Operational variables that will be set up during the chat to First Name and Last Name fields in the Customer object in Desk.com. Typing “\fname=James” in the Web Client will map the first name James to Customers ‘First Name’ field.

Mapping 3,4 – Maps the Text “Live chat from SnapEngage” to your Case ‘Subject’ field in Desk.com in case it was a chat transcript. Maps the text “offline case from SnapEngage” to your Case ‘Subject’ field in Desk.com in case it was an offline message .

Mapping 5,6 – Maps the Text “Resolved” to your case ‘Status’ in case it was a chat transcript. Maps the Text “Open” to your case ‘Status’ in case it is an offline message.