Support Announcement

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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.

I. 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

II. 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 the "Show in Support Center" is turned off.

Article Editor

III. Create the Integration URL

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

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

  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 dropdown.

  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

IV. Add it to your Case Layout

Now display the canvas application on your Case Layout.

  1. Go to Cases >> Next Gen Case Layouts

  2. Find the Message 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 'Message' 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 on the dashboard. Click Save.

Case Layout

V. 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 on the dashboard. You will see the message shared with the selected users in the Message field.

Preview

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