Desk Connect: FAQs

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Desk Connect Quick Facts

When you create a case in Desk, and do not see the case sync to Salesforce, it's possible you might not be looking for the case in the right place. A few things to keep in mind: 

  • Check if you have any specific views set for the Cases object, and make sure you are looking at ALL cases and not any other customized view
  • Copy the customer's email address from Desk and search for it in Salesforce, if you find the contact, look for the case under the case related list on the contact record.
  • Check if your user profile in Salesforce restricts you from viewing any case record types
  • Check if the sync from Desk to Salesforce has been enabled
  • If you still don't see anything, look for system logs in Admin>Settings and see if you know anything about this error.
  • Still having problems? Contact Desk.com support. We're happy to hear from you!

When a case is assigned to an agent in Desk, agent information is not visible in the Salesforce case. How do I display the Desk agent’s name in the Salesforce case?

  1. On your Desk.com site, go to: Admin> Cases > Cases > Custom Fields.
  2. Click + Add Field and select Text in the Data Type dropdown.
  3. Name the Case Custom Field “Desk.com Agent” and click Add.
  4. Create a Desk rule to auto-populate the agent’s name in the custom field every time a new case is created. To do this, go to: Admin> Cases > Rules > Case Updated.
  5. Click +Add Rule and name your rule. Under Add "All" Condition, click Add Condition and select Case Assigned Agent from the dropdown. Then, select has changed on the next dropdown. 
  6. In the Edit Case Updated Rule, click Add Action under Rule Actions. Select Set Case Desk.com Agent from the dropdown.
  7. In the adjacent text box, add the  liquid variable {{case.user.name}} and click Update.
  8. Now create the same custom field in Salesforce by going to: Admin > Settings > Customize > Cases > Fields > Case Custom Field Relationships
  9. If you are using the Lightning Experience, click the gear icon in the upper right-hand corner and go to: Setup Home > Platform Tools: Objects and Fields > Object Manager > Case > Fields & Relationships.
  10. Click the New button and select the Text radio button, then click Next.
  11. Make sure the Salesforce Field Label is the same as the Desk Custom Field.
  12. Go back to your Desk.com site and navigate to Admin > Settings > Desk Connect > Field Mappings  and click the Case tab.
  13. In the Desk Field column, map the custom fields you created above in Step 5 by selecting the Desk Field name from the dropdown, adjacent to the appropriate Salesforce field name. Click Save.

I notice that the Salesforce Case Number and the Desk Case ID number are different. How can I display the Desk case number in Salesforce?

  1. In your Desk.com site, navigate to Admin > Cases > Cases > Custom Fields.
  2. Click ‘+Add Field’ and select Text in the Data Type dropdown.
  3. Name the Case Custom Field “Desk.com Case ID#” and click Add.
  4. Create a Desk rule to auto-populate the Case ID onto that custom field every time a new case is created. To do this, go to: Admin > Cases > Rules > Case Updated Rule.
  5. Click +Add Rule and name your rule. In the Edit Case Updated Rule, click Add Action under Rule Actions. Within the Rule Action, select Set Case Desk.com Case ID#.
  6. In the text box, add the liquid variable {{case.id}} and click Update.
  7. Now create the same custom field in Salesforce by going to: Setup > Customize > Cases > Fields > Create a new custom field
    (If you are using the Lightning Experience, click the gear icon in the upper right-hand corner, and go to: Setup Home > Platform Tools: Objects and Fields > Object Manager > Case > Fields & Relationships)
  8. Click the New button and select the Text radio button, then click Next.
  9. Make sure the Salesforce Field Label is the same as the Desk Custom Field.
  10. Go back to your Desk.com site and navigate to: Admin > Settings > Desk Connect > Field Mappings  and click the Case tab.
  11. In the Desk Field column, map the custom fields you created above in Step 3 by selecting the Desk Field name from the dropdown, adjacent to the appropriate Salesforce field name. Click Save.

Desk Connect is enabled on our site now. How do I port my Salesforce cases over to Desk?

Any records edited in one system will be synced to the other system.  You can use one of Salesforce’s bulk editing tools to edit any record you want synced over to Desk.com.

How does Desk Connect match against Contacts and Accounts in Salesforce?

Desk Connect will use the Company Name as the unique identifier when syncing to Accounts in Salesforce. For Contacts in Salesforce, Desk Connect will use the Customer email address as the unique identifier. It is important to note that if an email address is associated to more than one Contact record in Salesforce, due to duplicate records, then Desk Connect will match against the first Contact it finds. We strongly recommend that you keep your data in Salesforce clear of duplicates.

Can I sync fields within a custom object sync using Desk Connect?

Custom objects from Salesforce are not synchronized to Desk. However, you can use the Desk Salesforce widget to display any Salesforce objects that are not mapped to Desk.

I enabled Desk Connect and now duplicate accounts are being created in Salesforce. For example, there is an account called “NYC Bagel City Store,” but another account called “nycbagelcitystore.com” was also created. How do I stop this?

There is a feature in Desk called Auto Create Companies  that automatically creates the company record based on the customer’s email domain. You need to disable this on your Desk site. Go to: Admin > Cases > Companies > Advanced Settings and toggle off the ‘Auto create companies’ function.

What happens if a customer is created in Desk without an email address?

It will attempt a secondary Contact search by phone number. If the Desk customer record doesn’t contain a phone number, it will still create a new Contact in Salesforce. This happens because Desk Connect must have an associated Contact to complete the sync.

Are there limitations to how users can report on Desk data that has been synced to Salesforce?

You can only report on things that sync from Desk to Salesforce and exist in Salesforce (e.g., Cases, Customers, Companies, and Custom Fields). You cannot report on Labels since those do not currently sync to Salesforce. Keep in mind that Desk records synced to Salesforce are stamped with the username of the integration user who authorized Desk Connect, so reporting on Desk Agent in Salesforce would have to be done via the custom field.

What is the purpose of the default rules created when Desk Connect is first enabled (since they default to off)?

The following rules are related to the prior Salesforce Integration and are not needed for Desk Connect or for displaying the widget:

  • Inbound Interaction rule: Create Case in Salesforce
  • Case Updated rule: Update Case in Salesforce
  • Case Updated rule: Update Salesforce Chatter - Critical Priority Cases

Why don’t I see any customer-agent interactions on the Salesforce case?

When Email-to-Case is enabled in Salesforce, your customer’s and agent’s interactions will appear within Email Message on the Salesforce case. If you do not have this enabled, interactions will appear within the Activity History as tasks on the case.
 

How do I track syncing problems (cases not showing up on either side)?

To track syncing problems and validation errors in the Desk, go to:  Admin > Settings > System Log.
 

How do I update Salesforce Record Types based on the information entered into Desk?

If you have more than one record type that you would like to sync with Desk data, you can do so by using a Salesforce workflow rule. To start, determine which field in Desk will update the record type in Salesforce, a list field is recommended. Make sure that that field in Desk has a corresponding field in Salesforce.
 
  1. In Salesforce go to: Setup > Create > Workflows & Approvals > Workflow Rules. 
    (If you are using Lightning In Salesforce, click the gear icon in the upper right-hand corner and go to: Setup Home > Platform Tools: Process Automation > Workflow Rules)
  2. Click New Rule and select the Object (Account, Contact or Case).
  3. Name the rule and add a description.
  4. Select the Evaluation Criteriacreated, and any time it’s edited to subsequently meet criteria.
  5. Select the Rule Criteria to run this rule if the following Criteria are met.
  6. Find the Salesforce field that corresponds to your field in Desk that will drive which Record Type is used. Use the Operator “equals” and then select a value.
  7. Click Save, then Next.
  8. On the next screen, go to: Add Workflow Action > New Field Update
  9. Name the workflow action and select [Object] Record Type as the Field to update.
  10. Specify the New Field Value.
  11. Click Save, then Done.
  12. Activate the Workflow Rule.

How do contacts map to Salesforce accounts with Desk Connect? 

Desk.com respects contact to account relationships in Salesforce; therefore, Desk Connect will sync the Desk case associated with the linked contact in Salesforce.
 

Why can't I map Closed cases between Salesforce and Desk with Desk Connect?

The Closed case status has completely different interpretations in Salesforce and Desk. When you close a case in Desk, the sync to Salesforce stops and the case in Salesforce still retains its status. When a case is closed in Desk, it cannot be edited or reverted from Closed to any other status.    

If you close a case in Salesforce, you can always edit the case and change the status, therefore it is also allowed to sync to Desk. 

You cannot map closed cases from Desk to Salesforce; however, you can map a Closed status in Salesforce with a Resolved status in Desk. You cannot do the opposite (e.g., map the Closed status in Desk with a Closed status in Salesforce).
 

What's the difference between Desk Connect and the Salesforce integration-managed package?

Desk Connect is our Salesforce integration feature that provides a bi-directional sync between Desk and Salesforce. It syncs the cases from Desk to the standard Cases object in Salesforce. 

The old managed package, also known as Salesforce integration, is not a bi-directional sync. It creates a custom object in Salesforce called "Desk.com cases" where you can see all the cases in Desk. This can only be seen as a related list under Contacts and Accounts. It does not let you edit any case from Salesforce. In Desk, it provides you with a widget on the Customer and Company tabs that help you see the information about that record in Salesforce.

I see duplicate accounts being created in Salesforce. Why would that happen?

This usually happens because Desk auto creates companies based on the domain name of the email address of the customer. If new cases come in from a customer or company that are not saved in Desk, a company is auto-created based on the domain of the email address where the case originates. This company then syncs to Salesforce and creates a new account because it does not find a matching account name.

To solve this problem, go to: Admin>Cases>Companies>Advanced settings. Turn the first three options 'Off.' This will cease auto-creation of the companies. You can then manually set the company in Desk that matches the account in Salesforce.

I turned the Customer and Company Sync 'Off' in Desk Connect settings, but I still see accounts and contacts being created in Salesforce. Why?

This happens because you still have the Case sync 'On.' Desk is built on the principle that every case in Desk will have a customer and a company record associated with it. Therefore, when a case syncs to Salesforce, the customer and company record get synced as well. If the records did not previously exist in Salesforce, new default records will be created. 

I am using Salesforce integration and seeing an error in Salesforce when I open "Desk.com" cases. Why?

Two possibilities:
 
  1. Salesforce has a security setting called Clickjack Protection that is default-enabled for all Salesforce orgs. This security setting does not allow any access to content from external apps like Desk.com. Therefore, you might see an error message when opening a "Desk.com" case.
  2.  If the integration user on either end is inactive but still has a session going in Salesforce, weak authentication can throw an error message. To avoid this, ensure that integration users on both ends are still active Desk/Salesforce users.

Can I enable Desk Connect to sync to my Salesforce Sandbox environment? 

At this moment, it is not possible to connect to a Salesforce Sandbox. 

Does Desk Connect API calls count towards the Salesforce API limit?

Desk connect is white listed and therefore does not count against your Salesforce API limit.