Post an Event to Totango

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Introduction: Post an event to Totango using Desk.com

The Desk.com Totango integration allows you to send information to Totango to track actions on cases that occur in Desk. You might use this to record that the customer contacted Customer Service, or perhaps that you need to take another action in a workflow elsewhere in your Totango app.
 

Setup

Getting started with your Desk.com App to trigger a Totango message requires a Totango account. Navigate to your Desk.com Admin panel then select Apps. You will see an image like the one below. Click on Install Totango, agree and scroll to the end of the Terms of Service and click on Accept.
 
 
Note: If you don't already have a Totango account you can set one up at https://www.totango.com.

You will need your Totango Service ID to integrate with Desk. This should follow a format of SP-1234-56  or SP-12345-67.
 
Once you have acquired your Service ID, enter it in the Service ID field as below then click Create.
 

Next, we will have to configure Desk.com to record actions in Totango using your Totango account. We will need to create an App Action in Desk.com to do this. Once the Desk.com App Action pushes to Totango, you can set Totango to carry out other tasks in Totango.
 

Actions

An App Action is the actual message you will be configuring to send through from Desk.com to your Totango Account when a Rule fires, depending on conditions you have set.
 
An example of an App Action is the following, which will let Totango know when a customer creates a case in Desk - you can also add Liquid variables like {{case.id}}) to provide dynamic information about the current case:
 
 
When fired, this Action will use the Totango App to record an event in Totango and store the message that a particular Desk.com case is created. To trigger this action, we'll need to attach it to a rule in Desk.com.
 

Rules

Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case.
 
Here's an example rule, run on a "Case Created" event, that will post a Totango event that the case has been created:
 
 
A Business Rule fires when a Certain Event occurs (e.g. a Case is Created) and the conditions specified for that case evaluate to be true. In our example, when a case is created, we'll fire the rule to post the Case Created event to Totango.
 
In addition, this rule will run at any time (not just during Business Hours). (You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Cases > Rules section of Desk.com's Admin.)
 

What happens when everything works?

When you create a case in Desk.com, the Rule will evaluate to be true, and the Action will fire to record an action in Totango using your Totango account.