The Desk.com HipChat App allows you to alert your team instantly when you get a customer who requires extra attention. You can specify the custom message or room to post a HipChat message when a Case is created by a VIP customer. You can also use the Desk.com HipChat to request assistance from fellow team members while you are working a case by adding a specific label and updating the case.
Getting started with your Desk.com App to trigger a HipChat message requires a HipChat account. To get started, go to Admin > Apps, click the Install button (you'll see an image like the one below) and agree to the Terms of Service.
Great! Now you're ready to add an Account that you'll use as a Custom App. You can connect a HipChat account and room credential from your existing HipChat Account.
A Desk.com App Account is the name you'll use to refer to this Custom Account when you use it in Actions and Rules.
You'll need to know the HipChat Token and Subdomain for the HipChat account you're using, and the Room to which you're sending the Text message. To create the Admin Auth token in HipChat, go to Group admin > API > Create new token > Type: Admin > Label: Desk.com.
Once you've created your Admin Auth token in HipChat, go back to Desk.com and give your HipChat app a name that make sense, like "HipChat", enter in the Admin Auth token and then click on Create.
Next, click on Add Action.
An Action is the actual message you'll be configuring to send through Desk.com to your Account when a Rule fires that matches the conditions you set.
An example of an action is the following, written with Liquid variables to provide dynamic information about the current case:
When fired, this Action will use the HipChat App to send a Message to the HipChat room from the User you specify and send the message that a particular Desk.com case is updated.
Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case. You can create rules in Desk by going to Admin > Cases > Rules.
Here's an example rule, run on a "Case Updated" event:
A Business Rule fires when a Certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we'll fire the rule to post the Case Updated message on an Updated Case Interaction with an All Condition requiring the label "Send to HipChat", and then remove that label at the conclusion of that rule so that the HipChat Message will not be sent until that label is added again. In addition, this rule will run anytime and not just during Business Hours.
What happens when everything works?
When you update a case in Desk.com by adding the label "Send to HipChat", the Rule will evaluate to be true, and the Action will fire to send a HipChat Message to the Room of your Choice using your HipChat account.