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.
First, log into your SnapEngage Admin Dashboard. Click into the “Integrations” tab, then click on the Desk.com icon.
On the next screen, enter you Desk.com domain name.
Next click on ‘Connect to my Desk.com account’
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’.
Once access is allowed, if the connection is good you will see the word ‘Connected’ and your settings will be saved.
You can stop here or press on the ‘Advanced’ and you will see the next options.
Choose how you want your existing Contacts to be updated.
Select when you would like a chat transcript to be sent to your Desk.com.
Enter an email address and select whether you would like to receive there off line requests, live chat transcripts, or both.
You can configure custom field mappings to populate data in your Desk.com system with details from SnapEngage.
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.
Published December 17, 2013