How to Create a Support Announcement in Next Gen Agent

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Support Announcement is a Desk.com Canvas application that allows you to share a company wide message with all of your support agents. You can display this message anywhere in your case layout.

Note : Canvas is available in Next Gen Agent only. You will also need a Heroku account to implement this feature.

Deploy the Application

First, install this application by deploying the source code to your Heroku account. To deploy your application, simply click this button:

Deploy

Create an Article

The message shown in the canvas application is the Title of an Internal Article.

  1. Create an Article and copy the article ID from the URL (see, below).
  2. Compose your message in the Title field (e.g., "This is the message I want to show.").

Note: After composing the message, make sure  "Show in Support Center" is turned off. This ensures visitors to your Support Center are not able to view this article.

Article Editor

Create the Integration URL

Having created an internal article, go ahead and create the integration URL. You'll need the article ID (2032819 in this example) as well as the domain of your Heroku application.

  1. In the Name field, add a title for this application. In this example, we’ll use 'Announcement'.

  2. The Description field, though optional, is a way to give a general description of the integration URL.

  3. Select 'Canvas iFrame' from the Open Location drop-down.

  4. In the URL field, add the URL, including the article ID by specifying the q parameter.

  5. Toggle the Enabled button to 'Yes' and select the Permission level.

  6. Click the Update button.

Integration URL

Add it to your Case Layout

Now add the canvas application to your Case Layout.

  1. Go to Cases > Next Gen Case Layouts

  2. Find the Announcement canvas application in the Integrations section on the right side of the screen.

  3. Drag and Drop the application in your case layout.

  4. Scroll over the left side of the 'Announcement' bar and click on the gear to open the Edit window. Adjust the pixel Height (e.g., 33) and Position, the order in which it appears in Case Details in your Agent view. Click Save.

Case Layout

Dashboard Confirmation

After you have added the canvas application to your layout and selected users, open a ticket and take a look at Case Details in Next Gen Agent. You will see the message shared with the selected users in the Message field.

Preview

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