Integrating with Desk.com

Overview

Integration between Preact and Desk.com is a longer setup process than most services. If you run into any trouble, don't hesitate to contact us and we'll walk you through it.

  1. Provide your subdomain to Preact and connect to Desk.com via OAuth.
  2. Activate a Custom Action from Desk.com, and create inbound and outbound rules that will post incoming and outgoing messages to Preact.

Step 1: Update Preact with your Desk.com subdomain and authenticate

  1. On Preact, visit the Desk.com settings page.
  2. Enter the subdomain of your Desk.com account. (If your Desk.com URL is preact.desk.com, your subdomain would be preact.)
  3. Save the settings
  4. A new box will appear below: Connect to Desk.com
  5. After clicking to connect, you will be redirected to Desk.com to authorize access to Preact. Check the "Grant Access" box and continue.

Step 2: Create a Desk.com Custom Action

  1. Navigate to yoursite.desk.com/admin/available_apps/webhook and click Install Custom Action
  2. Enter the following info:

Name: Preact Webhook
Authentication Method: Basic Auth
URL: https://api.preact.io/webhooks/desk
Username: Enter your Preact Project code get it here 
Password: Enter your Preact API Secret get it here

Step 3: Configure the Action Template

Once the Custom Action is configured, we need to create a specific action and configure the action template. (Don't worry, it's easier than it sounds.)

  1. Click the Add Action button
    1. The Action Type will be POST a string to a URL. Leave the Appended URL path blank.
  2. The Message to POST field needs to contain the template field called {{case.id}} - You can clear everything out of here and just replace it with{{case.id}}
  3. Once you've saved this, toggle the Custom Action you just created (POST a string to a URL) to On.

Step 4: Inbound Interaction Rule

In order to begin using the new Custom Action, we need to configure some business rules that will trigger the action. Navigate toyoursite.desk.com/admin/case-management/rules

  1. Click Add Rule and name this rule Preact Inbound
  2. Check Email as the Interaction Type and click Add
  3. On the next screen, under Rule Actions click Add Action
  4. In the dropdown, choose Trigger an App Action (near the bottom)
  5. Then in the secondary dropdown that appears, ensure Preact Webhook: POST a string to a URL is selected
  6. Switch Enabled to Yes and click Update

Step 5: Outbound Interaction Rule

Next we need to do the same thing for Outboard Interactions.

  1. Click Outbound Interactions in the navigation and choose Add Rule and name this rule Preact Outbound. The rest is the same process as setting up the Inbound Interaction Rule.
  2. Check Email as the Interaction Type and click Add
  3. On the next screen, under Rule Actions click Add Action
  4. In the dropdown, choose Trigger an App Action (near the bottom)
  5. Then in the secondary dropdown that appears, ensure Preact Webhook: POST a string to a URL is selected
  6. Switch Enabled to Yes and click Update

All done!

Now if you visit yoursite.desk.com/admin/available_apps/webhook, you should see Preact Webhook listed under Installed Apps. Make sure the actions is turned On and you're all set to start pushing webhooks to Preact!

 

Important Note:

Please note that Preact will only log interactions for customers and users that exist as Preact "people" and "users". So if you have a support team of 5 people, you'll want to add each of those users to Preact. When you add those users, make sure that the email address you use is the same email address that they have configured on their user account in Desk.com.

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