Desk.com and Salesforce work great together to increase consolidated communication with your customers, making your teams' lives easier while providing awesome responsiveness to the outside world. To learn more about Salesforce and Desk.com integration, read this article.
Should you want to disconnect the two for any reason, or if you've previously integrated them and want to upgrade to the newest version, this article will show you how.
Disconnecting Desk.com and Salesforce
Let's disconnect Salesforce from your Desk.com site.
When you login to your Admin Panel and navigate to Settings→Integrations→Salesforce, you'll see a Disconnect link just below your account information. If you try clicking it, however, you'll see that Desk.com wasn't able to disconnect you just yet.
If you click here for details, a lightbox will appear explaining why: there are still Rules related to Salesforce active in your Desk.com. In order to remove Salesforce, these Rules need to be deleted first. Fortunately, the lightbox tells you exactly what Rules need to go:
Note: the Rules shown above are those created by default. If you have created or customized additional Salesforce rules, you will need to remove those as well.
To remove these Rules, navigate to your Case Management tab, then click on Rules. Under Inbound Interaction, delete the Rule "Create Case in Salesforce":
Next, click on Case Updated, and delete "Update Case in Salesforce" and "Update Salesforce Chatter - Critical Priority Cases".
Now you're ready to navigate back to Settings → Integrations → Salesforce and click Disconnect once more. As long as all your Rules have been deleted, the process will complete and you'll be taken back to the Salesforce integration splash page.
Now that you've disconnected Salesforce from Desk.com, let's remove the Desk.com app from your salesforce account.
Starting from your Desk.com Admin Panel, make sure you are still on the Salesforce integration page: Settings → Integrations → Salesforce. Click the Connect to Salesforce button. If you aren't logged in to your Salesforce account, you'll be redirected and asked to login. Once you have, navigate back to the Salesforce integration page.
Next, go to Salesforce. Near the top right corner, click your name and then select Setup:
On the left, underneath App Setup, click on Installed Packages
Under Installed Packages, look for the Desk.com package. Click Uninstall. Note: If you have the old version of the app, you'll see "Assistly prod" written in the Namespace Prefix column.
At the bottom of the page, you will once again have to verify that you want to uninstall the package and associated components:
If you had no problems uninstalling, continue to the end of this article
for the final steps. If, however, you run into any problems with the uninstall, its likely that you'll have to remove the custom Visualforce page from your Lead and Contact Page layouts:
Should you receive the error message above, navigate to your Lead Page layout:
Under Visualforce Pages, click DeskCaseLead:
It will automatically slide the page down to where DeskCaseLead has been added to your layout. Click the "remove" button:
Note: don't forget to always save any changes you make to your page layouts.
Continue this process for your Contact Page layout, as well as any other page where you've added Desk.com Visualforce Pages. Now, return to the uninstaller
Once the uninstallation completes, you'll have the ability to download the data associated with the uninstalled package. If you ever decide to reintegrate Desk.com and Salesforce, this data can be re-imported using the the Salesforce Import Wizard.